Vodaphone changed my mobile number?

Catcherupper14

I have tried online, the online chat and the never-ending loop of trying to speak to an advisor. Now what can I do? I tried the ringback, which they did but by the time I got to the phone (two rings!!!) they had gone and it took me 10 minutes to get through the set-up to retrieve the message.


Briefly, I ordered a new mobile phone from the vodaphone site, to replace an old non-smartphone. To keep my old number, they sent me a new sim as a separate package.


I put that in and all was fine. Then, I got a message saying my number was something completely different.


Why? I have already lost calling credit on my old phone and the sim that came with the new one.




What the hell are they playing at and how can I resolve this, please. There doesn't seem to be any way of getting through to them.

Silk

Catcherupper14 wrote: »

Briefly, I ordered a new mobile phone from the vodaphone site, to replace an old non-smartphone. To keep my old number, they sent me a new sim as a separate package.

Was this because you needed a different size sim for the new phone ?
Is the old number still active ?


Try contacting the rep as per this post http://forums.moneysavingexpert.com/showpost.php?p=67512023&postcount=2938


You will get an automated reply come back on this thread and quote the ref number of the reply and he will be in touch

Catcherupper14

Hi Silk


Yes, the SIM was a different size.


I still have the old phone with the old SIM, but it only works when it wants to and only for texts.


I have it switched on to transfer my contact details over to my new phone.

Silk

Did you follow the sim swap instructions as in . https://www.vodafone.co.uk/mobile/simswap/index.htm

bagand96

It sounds like they haven't transferred your mobile number accross to the new SIM.

You need to speak to customer services. This is the bad news. Vodafone customer services are horrendous. The worst company I've ever dealt with over anything.

Are you Pay as You Go? If so, and your old SIM is still active with your old number then I'd just ring up Vodafone for your PAC code and port the number off and start again with a new network.

Catcherupper14

Thank you - the SIM in the old phone is still active as I was transferring some photos across.


The problem is that it's a different (physical) size to the new SIMs - otherwise I would have bought a handset without sim.


The new phone came with a SIM and a new number. I had already spoken to V and they sent me a sim with my old number - then sent me a message for another number (I can't tell if it was the came-with-phone as there is nothing on the box to say what the number was.


I am really annoyed as I can't seem to talk to someone to resolve this.


I will be contacting their Chief Exec as this is really stupid. He needs to go through their customer service system to see how ridiculous it is.

Silk

Catcherupper14 wrote: »

Thank you - the SIM in the old phone is still active as I was transferring some photos across.


The problem is that it's a different (physical) size to the new SIMs - otherwise I would have bought a handset without sim.

Have you followed the instructions in the link I posted ?

Catcherupper14

Yes, thank you. I received an acknowledgement and await further contact.

Catcherupper14

Silk wrote: »

Did you follow the sim swap instructions as in . www.vodafone.co.uk/mobile/simswap/index.htm

Sorry - followed the link for the V rep.


I haven't done this as during my original on-line chat with the customer service person (during which I purchased the phone), he said he would send me the SIM with the old number on, which he did and which worked for a while before it changed.


I will try it. Thanks.

Vodafone

Hi Catcherupper14,

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

Kind regards,

Lee

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Vodafone UK