Vodafone UK - Porting nightmare - unable receive calls for over a month

shasan

Lee, when I am expecting to hear from you? As advised I filled in the contact form yesterday.

Vodafone

Hi shasan,

I've got your email and I'll get back to you as soon as I can.

Kind regards,

Lee

Social Media Comms

Vodafone UK

muzstar

I'm so !!!!ed off. Same here. Vodafone are a nightmare. Both phones switched up on porting day and I have no signal on either. Over an hour to get through on the phones every time when you call them and live chat is permanently down. They should be embarrassed with the level of service they provide


Lee my reference is 11633229. Can you have a look at this for me today. it's causing severe havoc

shasan

I wouldn't hold your breath on lee, the best I got from him is an email saying he will let me know once he hears something. Didn't get anything though but rather than waste time yet again with these people I chose to throw the towel in.

I gave up with Vodafone in the end and no longer with them, I've lost my number as a result but that is a price worth paying to avoid dealing with the most incompetent people I have come across.

I'm glad it's all over for me, their service is outright appalling and I would never ever recommend them to my worst enemy.

Dstirling

Same problem as previous complainers’. Vodafone must have the worst customer services ever.
I took out my brand new Vodafone contract on 29th January 2016. They ported my number from my old network (02) on 9th February.

My problem is that they have not successfully ported my number. Since they ported my number on 9th February, a month ago now, I have been unable to receive calls or texts. I can make outbound calls which displays as my newly ported number but I cannot receive inbound calls, text, text out or receive data. My number is unobtainable. I first reported this problem on 9th February and was promised a resolution within 48 hours. One month later, I have been promised a 48 hour or 72 hour resolution on at least a dozen separate occasions.

I have been promised resolutions from their contact centers, including their porting team and technical teams. I have been informed a manager will call me back within 24 hours/8 hours/4 hours, I’m still waiting on that call. I have now been without service for 1 month and there is no sign of any resolution. Each time my 48 hours has expired I call again only to be told that the back office team are working on it and it will be fixed within 24 hours (lies). This incompetence is truly unacceptable as they must be getting trained from above to show empathy and tell lies.
Also, nobody is willing to take ownership of my problem i.e. giving me regular updates despite my constant requests. Equally, their customer service advisers refuse to put me through to the complaints team by telling me that they don’t have a specific complaints team and they all just deal with complaints. I have been advised that a manager is taking ownership of the problem and will contact me, and I’ve not heard from them yet. Is this yet another ploy that they get trained to do. So how do I escalate my problem? How do I get someone to take ownership of my problem? If I call again should I believe they will fix my problem?

Back in the real world, I need a phone that can receive calls. I no longer believe that Vodafone are working on my problem. So what should I do? Do I cut my loses on keeping my old number and cancel my entire account, hand my phone back and ask that they give me a full refund of all monies paid? Do I take this to the small claims court for the loss of MY number and the costs incurred to reprint stationery etc?

Really fed up banging my head against a wall….

grumbler

Dstirling wrote: »

...Do I cut my loses on keeping my old number and cancel my entire account, hand my phone back and ask that they give me a full refund of all monies paid?

Well, I think this would be an ideal solution, but you'll find that Vodafail would struggle to complete even this simple task - even if they agree to to this.

Do I take this to the small claims court for the loss of MY number and the costs incurred to reprint stationery etc?

I don't think it's a case for SCC as, firstly, number isn't yours, and, secondly, it doesn't have monetary value.

Stop wasting time on useless phone calls. Start a formal trackable complaint and demand a compensation and cancellation without fees. Then complain to the ombudsman.

shasan

I agree with grumbler. You will only waste time with vodafone who are completely useless. Dont put yourself through more pain. The fact you have waited a month should show you the issue through no fault of your own will not be resolved im sorry to say.

Ask for a cancellation because vodafone have not adhered to the conditions of their contract to provide a service to you. Phone them and ask to be put to the cancellation department. Dont even bother asking to keep your number as this will prolong the issue for you.

Vodafone are utterly useless from top to bottom. I cant wait for BT and hutchinson to wipe them off the map in the future. They deserve that for the way they treat their customers.

Dont waste your time or listen to their fake promises. Cancel the line and move on. Its too much hassle for what its worth taking them to court.

paresh_md

I am having exact same issue described here. Its been daunting task to call them everyday and hear the same words about 72 hours wait time.

Please share your experience around resolution of this night mare.

I've already raised a form as suggested by vodafone in this thread.

harrysparkes

I am having the same problems as everyone else on this thread seems to have...Wanted my number ported from another provider but phone still showing 'no service' so can't make or receive calls at all.
Phone number was supposed to be ported on 26th April. Every time I speak with customer service they just say 'don't worry it will be working within 24hrs' and still have no service. Fed up with these false promises.

Harry

Vodafone

paresh_md wrote: »

I am having exact same issue described here. Its been daunting task to call them everyday and hear the same words about 72 hours wait time.

Please share your experience around resolution of this night mare.

I've already raised a form as suggested by vodafone in this thread.

Hi paresh_md,

If you need any further help with this, please update the thread with your email reference number.

harrysparkes wrote: »

I am having the same problems as everyone else on this thread seems to have...Wanted my number ported from another provider but phone still showing 'no service' so can't make or receive calls at all.
Phone number was supposed to be ported on 26th April. Every time I speak with customer service they just say 'don't worry it will be working within 24hrs' and still have no service. Fed up with these false promises.

Harry

Hi Harry,

If this remains unresolved, please contact us via the form here.

To access the form you'll need to enter the code WRT135.

As well as stating your query in the question box, please also quote "MSE Forum".

Once sent, you'll receive an automated reply with a reference number. Post it on here and we’ll check we've received it.

Thanks,

Becky

Social Media Operations

Vodafone UK