Vodafone

I work for Vodafone* and it hurts to read these comments; making a hash out of something so simple. :-(

Don’t really know how to help as I’m sure that, even inquiring internally, I’ll get asked to send you to the same numbers you are using at the moment, (apart from Jeroen's).


Unfortunately Haggisman, I have to do this for internal project work too. Going to senior management for simple things. Despite being in a sinking ship, we used to 'get stuff done' for my customers back in the day with little fuss and ease. Big PLC's don’t steer at all.

I cant commit to fixing issues but I’ll have a dig around and trust message people having problems with any contacts I can find.

*Fixed line networks, not mobile; Vodafone took us over.
 
evoyear said:
Lost data connection after porting to Vodafone. 5 days without Internet on my phone when I should have unlimited data plan. Their support cant do anything but to do same steps over and over.
Anybody can suggest me what to do?
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Former Vodafone employee here... this sounds like something I ran into a handful of times during my time there. Obviously I don't work there anymore, I can't see the systems, so this is just me hypothesising, don't take this as gospel as what the problem is.

Sometimes, like 1 in 10000 or something like that, data access won't be provisioned at a network level once a number is connected. To everybody that looks at your account, it will look fine, they'll sit, scratch their heads and ponder why it isnt working, because it looks like everything is where it should be. There is a disconnect between the customer service system and what has actually be activated on your account on the network end.

Their used to be a special department of about 3 people who stores could call through to look into things like this. They were called Error Handling - they may not even exist anymore, this may not even be the problem... but it does sound very similar.

Apologies if this all turns out to be ********, a lot could have changed since I left.
 
evoyear said:
Lost data connection after porting to Vodafone. 5 days without Internet on my phone when I should have unlimited data plan. Their support cant do anything but to do same steps over and over.
Anybody can suggest me what to do?
Click to expand...

What steps have they told you they have taken?
 
Rids said:
Former Vodafone employee here... this sounds like something I ran into a handful of times during my time there. Obviously I don't work there anymore, I can't see the systems, so this is just me hypothesising, don't take this as gospel as what the problem is.

Sometimes, like 1 in 10000 or something like that, data access won't be provisioned at a network level once a number is connected. To everybody that looks at your account, it will look fine, they'll sit, scratch their heads and ponder why it isnt working, because it looks like everything is where it should be. There is a disconnect between the customer service system and what has actually be activated on your account on the network end.

Their used to be a special department of about 3 people who stores could call through to look into things like this. They were called Error Handling - they may not even exist anymore, this may not even be the problem... but it does sound very similar.

Apologies if this all turns out to be ********, a lot could have changed since I left.
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went to a store to catch up the status, and told 3rd line tech will look into it. hopefully get it sorted by monday??? As u said their system found nothing wrong, but on my vodafone website, it clearly states I have no data in my bundle even though I should have unlimited data.
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PapaLazaru said:
What steps have they told you they have taken?
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sign out network and re-register with vodafone.
check apn, which is Contract WAP, slightly different to the website help.
swap sim, restart, get sim in another mobile phone.
Told to wait because it might be porting problem then transferred to another team and did same steps again....
then just chat about they can't find anything wrong, the customer service is ok but just don't have the right knowledge to handle the problem.
 
Greebo said:
Vodafone are a joke. I tried one night the same as you to speak to somebody about my cancellation. 4 and half hours and spoke to 7 different people who after going through my story, said they couldn't do anything and they were the wrong department and you get transferred somewhere else.

The sooner Vodafone goes bust the better it will be for all of us.
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Thats a bit harsh!

I like my job and don't fancy being unemployed.

I do think that the overseas call centres are pretty bad and do get people telling me this often. Sooner its brought in house and in the UK the better.

At least the broadband support are in the UK.
 
Rids said:
Former Vodafone employee here... this sounds like something I ran into a handful of times during my time there.
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It's more likely the NewCo (CRM system) system not provisioning the right tariff at the moment.
kiteloopy said:
I work for Vodafone
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On the intranet at all Voda OpCos is the details of a system if you want support for friends via internal CS escalation.

Text WEB to 40127 for the automatic configSMS for APN settings - if you manually imported them, this is the safest double check if you have not done so already. If this fails and the CSR can see data is provisioned it means the gateway likely did not setup your data access/allowance and thus your limbo, you will need the tech they are saying sorry. With it not displaying online it would suggest a NewCo provisioning problem or the data gateway not recognising you (a different provisioning problem)

you will get compensation for this if you ask, while i appreciate this is not a good situation right now and this is not a good outcome, they will try to make it right for you.

download ACR and record your calls, better safe than sorry.
 
steve5424 said:
Thats a bit harsh!

I like my job and don't fancy being unemployed.
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You say that, but the service they're giving is terrible. I feel like I've had £125 stolen from me and Vodafone aren't interested in giving it back.

I had an e-mail on 1st Oct confirming they'd received the phone back (returned within 14 days of online purchase) and still haven't had my refund. I've been told maybe 4 times the refund is being processed, but still nothing.

Most recently I was told they haven't because they couldn't find my payment details. But did someone contact me to say they couldn't, or did they just ignore it and move on, waiting for me to question where my money is?

Maybe you should just look for a better employer now and we can carry on wishing Vodafone go bust?
 
Personally don't wish to see Vodafone go bust as they provide the best mobile service in my area (IMO). Good 4G data and reliable 2g/3g voice. I'm rural N Yorkshire and alternative would probably be EE though where I am spend too much time on 2g with sporadic 3g indoors and no 4g anywhere. That said EE's 4g is creeping ever closer and may see it here soon. Three have a fairly good 3g service but seen zero 4g progress in over a year. I've not tried O2 and probably should as their coverage map shows 4g coverage here :)

Anyways, Vodaphone support...... :mad: I'm sim only and generally go 12 month contract. Switched from Three to Vodafone last December on a business tariff. Had some issues setting up account including porting number and claiming the included Spotify subscription. Also local mast went down for 2 weeks a day after signing :eek: Had to contact support on a few occasions as nothing seemed to work and just got the impression I was dealing with idiots. I'm sure there are many good people working for Vodafone doing a good job .... just, I never spoke to one of them!
 
I am thinking vodafone.co.uk blocked my ip, I can't get access to that website. not sure if they did that on purpose or I just got assigned a dynamic ip with bad history
 
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