Network Provider Problems

henrik1971

I've been on a PAYG month to month plan with Vectone for about two years. They are terrible and the majority of reviews say so. My personal experience of the customer service is also not good. The only reason I went with them in the beginning was because I could pretty much choose my number which is quite distinctive.

I've not tried to port out before now as i guessed it was probably going to be a painful experience, but recently I have been unable to send texts to certain people, although voice calls to the same numbers do work.

So, the last straw, I want out. However I cannot get through to them on the phone at any time of day. Have tried quite a few times, you get put in a queue for 20 mins, music playing then the line goes dead.

I've used their contact form on the website, and not had a reply. I've written to them at their head office and had no reply.

Suggestions? Is Trading Standards or the Ombudsman the answer? I seem to recall reading somewhere that I have a right to my phone number..?

Thanks

d123

What number are calling? tel:020 7179 0134

You can report them to OFCOM, but they don’t usually act on individual complaints, instead “the complaints can lead to us launching investigations and ultimately to us taking action”.

Report at https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

Sometimes telling the provider you are reporting them can spur them into action (it did for me with Lyca some years ago). Doesn’t help if you can’t get through though...

You might want to try email, or even a letter to their complaints address.

By email: support@vectonemobile.co.uk

By post:Customer Services, 54 Marsh Wall, London, E14 9TP

8 weeks after making the complaint you can complain to CISAS who are the relevant Ombudsman.

henrik1971

d123 wrote: »

What number are calling? tel:020 7179 0134

You might want to try email, or even a letter to their complaints address.

By email: [EMAIL="support@vectonemobile.co.uk"]support@vectonemobile.co.uk[/EMAIL]

By post:Customer Services, 54 Marsh Wall, London, E14 9TP

8 weeks after making the complaint you can complain to CISAS who are the relevant Ombudsman.

I've tried the 0207 number and the free 322 number from the mobile. Only tried the 0207 number once becuase daytime national calls are chargeable and don;t want to waste money sitting in aqueue for 20 mins
I've written to the address you quoted with no reply but will try the support email address - I hadn't spotted that one. Thanks.

d123

If you get off peak calls their CS is open until 8pm, maybe try the 0207 number when off-peak.

alanjones60

I also had problems getting in touch with delight mobile, which is owned by vectone. I used facebook messenger, and got a reply to my problem within 2 hours,and problem wss resolved that way. i was like you, no reply to emails or calls.