Vodafone.....what would you do next?

WaxiesDargle

Hi,
Some background...

My contract finished with Vodafone at the end of March. Because of a poor signal where I live, I have switched to EE which is much better. I have gone from an iphone 5s to an iphone 7 and transfered my number across to my new phone.

I have been trying to get the Network Unlock Code for my old iphone 5 from vodafone.

Please read the following precise of the conversation I have had with 4 different Vodafone reps.

When you first 'chat' with them you go through the situation with one person who then transfers you to a Specialist. I had to do that each time going through the other conversations with them as they had no record of it even though they gave me reference numbers...I have also only included the importent info due to the fact I was chatting for hours!

What would you do next?... I could get the 30 day Sim (see script below) but seeing they have told me they have proof it's my phone I'm not sure why I have to do this.
Thanks

The on-line NUC form wasn't working properly, so I contacted Vodafone chat and as you can see below their Advisor, Binoy, filled it in for me
[FONT=&quot]
Binoy: [/FONT]
[FONT=&quot]I have done this for you[/FONT]
[FONT=&quot]
Binoy: [/FONT]
[FONT=&quot]Leave it with us. As soon as we’ve checked your details, we’ll email you within within 2 working days with your unlock code[/FONT]
[FONT=&quot]
Me: thank you Binoy for your help...have a good day

Binoy: [/FONT]
[FONT=&quot]You're welcome[/FONT]
[FONT=&quot]
Binoy: [/FONT]
[FONT=&quot]Further, for your convenience I will get these entire conversation pasted on your account notes with a special note as well, so that in future our colleagues can check it and could assist you accordingly in the best possible way.[/FONT]
[FONT=&quot]
Binoy: [/FONT]
[FONT=&quot]I will take the ownership in this for you and will make sure that you will not need to contact us again for this. [/FONT]

[FONT=&quot]I received this message from Vodafone via email.[/FONT]

[FONT=&quot]Hello ,[/FONT]
[FONT=&quot]You asked us to unlock your phone so you can use it on another network. Unfortunately, we can't find xxxxxx on our network.[/FONT]
[FONT=&quot]We can only unlock a phone that we know belongs to you. This means you need to have used a Vodafone SIM in it. You need to give us details of this SIM when you fill in our NUC form.[/FONT]
[FONT=&quot]What happens next?[/FONT]
[FONT=&quot]If you think the number you gave us wasn't right, just fill in our online form again. If you're on another network, you'll need to speak to them about unlocking your phone.[/FONT]
[FONT=&quot]Thank You,[/FONT]
[FONT=&quot]
So I contacted Vodafone again.… there followed a long conversation going through the first conversation [/FONT]

[FONT=&quot]Yasin: [/FONT]
[FONT=&quot]And you will get NUC in next 24 hours of time, I have escalated this case further to dedicated team,[/FONT]
[FONT=&quot]
Yasin: [/FONT]
[FONT=&quot]No need to worries now you will get email with the unlocking message!![/FONT]
[FONT=&quot]
Me: I hope so Yasin as that is what Binoy said as well...I really dont want to go through all this again,,,thank you very much for your help

Yasin: [/FONT]
[FONT=&quot]Now no need to go this all again![/FONT]
[FONT=&quot]
Me: thank you
Yasin: [/FONT]
[FONT=&quot]As I have sent manual request from here with the proof that you purchased from us,[/FONT]
[FONT=&quot]
Yasin: [/FONT]
[FONT=&quot]So now no need to worries at all![/FONT]
[FONT=&quot]
Yasin: [/FONT]
[FONT=&quot]Once again I apologize for the delay and please accept my apology,[/FONT]


[FONT=&quot]No NUC arrived so contacted Vodafone again.…So there followed a long conversation going through the first and second conversation [/FONT]


[FONT=&quot]Farzeen[/FONT]
[FONT=&quot] at 14:57, Apr 18:[/FONT]
[FONT=&quot]I do understand what you are saying however, I have already escalated this to my manager and we also do follow a feedback loop process[/FONT]

[FONT=&quot]Farzeen[/FONT]
[FONT=&quot] at 14:57, Apr 18:[/FONT]
[FONT=&quot]Please simply get back to us here on live chat after 48 hours[/FONT]
[FONT=&quot]Hence, I have escalated this to my manager, the reference number of our conversation is xxxxxxx[/FONT]
[FONT=&quot]
Farzeen[/FONT]
[FONT=&quot] at 15:05, Apr 18:[/FONT]
[FONT=&quot]I can see that you have had always been a valued customer to vodafone and we shall always resolve your queries on highest priorities[/FONT]
[FONT=&quot]
Farzeen[/FONT]
[FONT=&quot] at 15:05, Apr 18:[/FONT]
[FONT=&quot]I have already done all the needful for you from my side, and hence please get back to us after 48 hours, all the details will be here on your account[/FONT]
[FONT=&quot] we have confirmed that the device is purchased from Vodafone and I have already escalated this from my side[/FONT]
[FONT=&quot]
Farzeen[/FONT]
[FONT=&quot] at 15:13, Apr 18:[/FONT]
[FONT=&quot]This wont take time, rest assured[/FONT]

[FONT=&quot]No NUC arrived so contacted Vodafone again.…So there followed a long conversation going through the first, second and third conversation [/FONT]


[FONT=&quot] at 10:45, Apr 21:[/FONT]
[FONT=&quot]Hello, you're chatting with Yasin. Let me go through the conversation you've had with the representative who transferred your chat to me.[/FONT]
[FONT=&quot]
Me[/FONT]
[FONT=&quot] at 10:47, Apr 21:[/FONT]
[FONT=&quot]Hello again Yasin!! I have been asked to get back to you in 48 hours to unlock my phone from the Vodafone network. [/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 10:47, Apr 21:[/FONT]
[FONT=&quot]Allow me some time to read above long message.[/FONT]
[FONT=&quot]Me[/FONT]
[FONT=&quot] at 10:48, Apr 21:[/FONT]
[FONT=&quot]I have spoken with you before Yasin....we are going round in circles[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 10:52, Apr 21:[/FONT]
[FONT=&quot]I understand your concern. I will certainly check your account details,please allow me a moment to locate your account information so I can assist you further.[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 10:56, Apr 21:[/FONT]
[FONT=&quot]May I know the phone make and model ?[/FONT]
[FONT=&quot]
Me[/FONT]
[FONT=&quot]it's an iphone 5s[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 10:59, Apr 21:[/FONT]
[FONT=&quot]Thank you![/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 11:00, Apr 21:[/FONT]
[FONT=&quot]I have escalated on priority base :- Ref#xxxxxx157[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 11:00, Apr 21:[/FONT]
[FONT=&quot]And you will get reply for NUC team as soon as possible.[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 11:02, Apr 21:[/FONT]
[FONT=&quot]Now I will monitor your case personally.[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 11:02, Apr 21:[/FONT]
[FONT=&quot]
And I will get this resolved any time![/FONT]
[FONT=&quot]
Me[/FONT]
[FONT=&quot] at 11:03, Apr 21:[/FONT]
[FONT=&quot]Why cant you just give me the code now Yasin?[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 11:06, Apr 21:[/FONT]
[FONT=&quot]I promise you will not be coming back as I have escalated further to our NUC team,[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 11:09, Apr 21:[/FONT]
[FONT=&quot]Please give me a last chance and I will get this sorted personally.[/FONT]

[FONT=&quot]Me[/FONT]
[FONT=&quot] at 11:09, Apr 21:[/FONT]
[FONT=&quot]before you go..please read this from your team....even though you have told me three times you have proof that the phone is mine[/FONT][FONT=&quot] …[/FONT]

[FONT=&quot]"Hello, You asked us to unlock your phone so you can use it on another network. Unfortunately, we can't find xxxxxxxx on our network. [/FONT]
[FONT=&quot]We can only unlock a phone that we know belongs to you. This means you need to have used a Vodafone SIM in it. You need to give us details of this SIM when you fill in our NUC form. What happens next? If you think the number you gave us wasn't right, just fill in our online form again. If you're on another network, you'll need to speak to them about unlocking your phone. Thank You, Vodafone Customer Services Team"[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 11:11, Apr 21:[/FONT]
[FONT=&quot]In this case please allow me some time so I can physically check with the team,[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 11:28, Apr 21:[/FONT]
[FONT=&quot]My manager is talking to the team,[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 11:29, Apr 21:[/FONT]
[FONT=&quot]I appreciate your patience![/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 11:35, Apr 21:[/FONT]
[FONT=&quot]My manager still on call with the team,[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 11:36, Apr 21:[/FONT]
[FONT=&quot]I appreciate your patience [/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 11:49, Apr 21:[/FONT]
[FONT=&quot]May I know how long you used the phone IMEI xxxxxxx on number xxxxxx[/FONT]
[FONT=&quot]
Me[/FONT]
[FONT=&quot] at 11:49, Apr 21:[/FONT]
[FONT=&quot]I had a two year contract that ended at the end of March[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 11:51, Apr 21:[/FONT]
[FONT=&quot]They are saying that you did not use the phone on number xxxxxxx[/FONT]
[FONT=&quot]
Me[/FONT]
[FONT=&quot] at 11:52, Apr 21:[/FONT]
[FONT=&quot]Yes I did, I have used this number with vodafone for years and this model for 2 years...at the end of March I transfered the number to my new phone with EE[/FONT]
[FONT=&quot]
Me[/FONT]
[FONT=&quot] at 11:55, Apr 21:[/FONT]
[FONT=&quot]You have told me three times you have proof that this is my phone

Yasin[/FONT]
[FONT=&quot] at 11:58, Apr 21:[/FONT]
[FONT=&quot]We have escalated further and please wait for next 48 hours.[/FONT]
[FONT=&quot]At this time you will not get any rejection emails.[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 12:03, Apr 21:[/FONT]
[FONT=&quot]However at this time you will get resolution.[/FONT]
[FONT=&quot]
Me[/FONT]
[FONT=&quot] at 12:04, Apr 21:[/FONT]
[FONT=&quot]will I get my code though?[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 12:04, Apr 21:[/FONT]
[FONT=&quot]You will get email.
[FONT=&quot]
Me[/FONT]
[/FONT] [FONT=&quot]will I get my unlock code?[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 12:06, Apr 21:[/FONT]
[FONT=&quot]Yes you will get NUC code and that code you can provide us on chat.[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 12:06, Apr 21:[/FONT]
[FONT=&quot]And no need to contact us back from now, You will get NUC code soon.[/FONT]
[FONT=&quot]
Yasin[/FONT]
[FONT=&quot] at 12:07, Apr 21:[/FONT]
[FONT=&quot]I promise at this time you will get NUC without any issues.[/FONT]


[FONT=&quot]No NUC has arrived [/FONT]

d123

You do realise there is no physical NUC for an iPhone?

Have you tried restoring through iTunes with a non-Voda sim inserted or if the firmware is newer than iOS 7, place a non-Voda sim in the phone and restart it.

WaxiesDargle

No I didn't know that Dave, surely vodafone would have mentioned that during our many chats?

My old iphone 5s is iOS 10...this is the message that comes up inserting a 3 SIM

SIM Not Supported

The SIM card that you currently have installed in this iPhone is from a carrier that is not supported under the activation policy that is currently assigned by the activation server. This is not a hardware issue with the iphone. Please insert another SIM card from a supported carrier or request that this iPhone be unlocked by your carrier. Please contact Apple for more information

d123

WaxiesDargle wrote: »

No I didn't know that Dave, surely vodafone would have mentioned that during our many chats?

You would think so, but the majority of Vodafone CS agents are completely clueless.

My old iphone 5s is iOS 10...this is the message that comes up inserting a 3 SIM

SIM Not Supported

The SIM card that you currently have installed in this iPhone is from a carrier that is not supported under the activation policy that is currently assigned by the activation server. This is not a hardware issue with the iphone. Please insert another SIM card from a supported carrier or request that this iPhone be unlocked by your carrier. Please contact Apple for more information

It's still locked.

Use the method described in the Voda complaints thread to contact the Voda forum team, they are about the only intelligent people associated with Vodafone customer services.

WaxiesDargle

Will do, thanks Dave

Vodafone

To WaxiesDargle

So we can access your account, email us via the form here.

To access the form you'll need to enter the code EFT195.

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,

Sukhi

Social Media Operations

Vodafone UK

yoshiyella

Bypass all of Vodafone customer services and the rep on here.

Email Nick Jeffery at [EMAIL="nick.jeffery@vodafone.com"]nick.jeffery@vodafone.com[/EMAIL] who is the CEO and their complaints department will sort it in 48 working hours.
[EMAIL="nick.jeffery@vodafone.com"][/EMAIL]