Vodafone woes

martin_j

7 days ago Vodafone suspended my service without notification and it took me 3 days and lots of phone calls to discover my account had been subject to fraud - someone had cancelled my account and asked for my number to be ported to another network provider. I have spend hours on the phone to Vodafone every day trying to get this issue resolved and each time I am promised it will be resolved within 1,2 or 3 days. After being promised yesterday that my service would be restored today I am now told they have no idea how long it could take to resolve this issue but not to worry as I will not be charged during this time without service.
I have been with Vodafone over 7 years but have now had enough, my daughter is getting married this week and all the services I have arranged have my mobile number as my point of contact.
Does anyone know what rights I have to cancel my contract without penalties, I have tried to request this but they merely skirt around the issue or transfer me to another department where I have to go through the entire story only to be told I shouldn't worry my service will be restored very soon. I am way past angry with the way I have been treated but cannot see how to get out of this contract without penalties (I have another year of my contract)
Any advice would be greatly appreciated

Silk

martin_j wrote: »

7 days ago Vodafone suspended my service without notification and it took me 3 days and lots of phone calls to discover my account had been subject to fraud - someone had cancelled my account and asked for my number to be ported to another network provider.

If it's been suspended that would mean the number has already been ported ...for that to happen then someone will have asked for a PAC usually sent via text to the number requesting it.
This would hint at error rather than fraud
What happens when you ring the number ?

grumbler

martin_j wrote: »

7 days ago Vodafone suspended my service without notification and it took me 3 days and lots of phone calls to discover my account had been subject to fraud - someone had cancelled my account and asked for my number to be ported to another network provider.

Sounds like Vodafone's !!!! up, not like fraud.
Who on earth would want to steal your number?

I have spend hours on the phone to Vodafone every day trying to get this issue resolved and each time I am promised it will be resolved within 1,2 or 3 days. After being promised yesterday that my service would be restored today I am now told they have no idea how long it could take to resolve this issue but not to worry as I will not be charged during this time without service.

The only their telephone CS are capable of doing is giving the customers runaround.
For anything else you have to complain in writing or contact their web reps - find on this board how to do this proactively or wait until they pick up your thread.

Does anyone know what rights I have to cancel my contract without penalties,

Difficult to say, but given the circumstances and their attitude I would demand cancellation. After exhausting their complaints procedure take the case to the ombudsman if needed.
In the worst case scenario they have to offer you some compensation and refund the charges for the time they were giving your runaround.

martin_j

I have tried ringing the number several times Silk but it says 'the person cannot take your call'.

Vodafone said I requested the PAC number and they text it to me - difficult when my phone had no service.

I have tried to cancel grumbler - I said lets both call it a day - let me walk away with no charges and will will take no further action - but they passed me on billing who asked me to explain again - then transferred me back to customer services, and then I go in a never ending loop.

They simply don't care

Silk

martin_j wrote: »

I have tried ringing the number several times Silk but it says 'the person cannot take your call'.

Vodafone said I requested the PAC number and they text it to me - difficult when my phone had no service.

It would have had to be done before the service was cut off and then you would have had to pass the code onto the new network.


If the number has been ported it is going to be a major task to get it back ...esp as Vodafone and porting don't seem to go very well.


Best bet is to contact the rep on here ...follow the instructions in the Vodafone complaints thread

Vodafone

Hi martin_j,

Thanks for making me aware of this.

If you still need help, email me with your details via the Contact us form here.

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

Once sent, you'll receive an automated reply with a reference number. Post back with this and I’ll check I've received it.

Kind regards,

Lee

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Vodafone UK

martin_j

Hi Lee the reference number I have is #10805836
I hope you can resolve this as it has gone from bad to worse.

I purchased a payg sim last week as I needed a phone whilst organising my daughters wedding over the weekend.

On the day of the wedding I lost service on my phone again, after ringing Vodafone I told that you had blacklisted my handset as someone from Vodafone had reported it as stolen.

So after blocking my pay monthly account and taking your advice to buy a payg until the issue had been resolved you then totally cut me off.


Thanks a million

Vodafone

Hi martin_j,

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

Kind regards,

Lee

Social Media Comms

Vodafone UK

martin_j

well well what a surprise - after being promised the issue would be resolved I receive a call from customer services to say it will be at least another 72 hours to get my phone removed from the blacklist, I would like to say I am shocked but now nothing shocks me about these bunch of cowboys

Vodafone

Hi martin_j,

I'll check your account today and update you.

Kind regards,

Lee

Social Media Comms

Vodafone UK

martin_j

well another week passed with plenty of assurances and promises but sim still disabled - well done Vodafone