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vodafone sim card nightmare
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On Saturday 19th I was silly enough to leave my phone in a taxi, but I honestly never dreamed it would be this difficult to get my number back.
Immediately after my phone was lost I called vodafone to get my sim locked and went to the nearest store the next day to get a new one. A near-mute customer sales advisor activated a new sim card for me and said it would work within 15-20 minutes. 2 hours pass with no service and I try and navigate through live chat. The advisor tells me it could take up to 24 hours. 24 hours later, I have to use the phone helpline because it still won't work, after which they agree to send me a new sim card by recorded delivery. This card fails to turn up. I speak to customer services again and they send me another one. By this point it is Wednesday. I go into a vodafone store and try to get this new sim card activated again, the same thing happens, stuck on limited service.
On Thursday, I go into the store and a helpful man there tells me I have four open orders on my account and need to escalate the complaint as that is why it isn't working. They told me I would receive a response within 48 hours. In the meantime I bought a pay as you go SIM they claim will be credited to my account when my new sim is active. 5 days later with no response, I spend another hour on hold to vodafone. The tech team claims I have no open orders and must go back into the store to get this sim reactivated. I have no doubt I'll be told again that it isn't working as the sim in my phone now is supposedly working. I've tried it in different phones, taken it out and put it back in and nothing is working. I'm paying for a contract that vodafone insists is active and I can only make emergency calls.
The service has been absolutely disgraceful and I'm now playing piggy in the middle with the store and the helpline. Getting in touch with vodafone is quickly becoming a full time job and they insist the new sim is active. I will try again this evening but after this I'll have to give up. In the time it has taken I have now retrieved my old phone! Does anybody have any idea what I can do? Are they in breach of contract so I don't have to pay upwards of £200 to get out of my contract?
Immediately after my phone was lost I called vodafone to get my sim locked and went to the nearest store the next day to get a new one. A near-mute customer sales advisor activated a new sim card for me and said it would work within 15-20 minutes. 2 hours pass with no service and I try and navigate through live chat. The advisor tells me it could take up to 24 hours. 24 hours later, I have to use the phone helpline because it still won't work, after which they agree to send me a new sim card by recorded delivery. This card fails to turn up. I speak to customer services again and they send me another one. By this point it is Wednesday. I go into a vodafone store and try to get this new sim card activated again, the same thing happens, stuck on limited service.
On Thursday, I go into the store and a helpful man there tells me I have four open orders on my account and need to escalate the complaint as that is why it isn't working. They told me I would receive a response within 48 hours. In the meantime I bought a pay as you go SIM they claim will be credited to my account when my new sim is active. 5 days later with no response, I spend another hour on hold to vodafone. The tech team claims I have no open orders and must go back into the store to get this sim reactivated. I have no doubt I'll be told again that it isn't working as the sim in my phone now is supposedly working. I've tried it in different phones, taken it out and put it back in and nothing is working. I'm paying for a contract that vodafone insists is active and I can only make emergency calls.
The service has been absolutely disgraceful and I'm now playing piggy in the middle with the store and the helpline. Getting in touch with vodafone is quickly becoming a full time job and they insist the new sim is active. I will try again this evening but after this I'll have to give up. In the time it has taken I have now retrieved my old phone! Does anybody have any idea what I can do? Are they in breach of contract so I don't have to pay upwards of £200 to get out of my contract?
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Comments
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Give all that up, check out the Vodafone Complaints Thread (starting at the end) and contact the Web Relations Team as per the instructions on there. Or come back every day for the next couple of years because the whole thing has got worse, not better.0
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