@vodafoneuk Voda - Porting nightmare - unable receive calls for over a month [#9036075]

[jampet]

I took out my brand new Vodafone contract on 22 November 2014.

They ported my number from my old network (3 network) on 2 December.

 

Since they ported my number on 2 December, a month ago now,

I have been unable to receive calls or texts.

 

 

I can make outbound calls and texts which displays as my newly ported number but I cannot receive inbound calls or texts.

The number is unobtainable.

 

 

I first reported this problem on 3 December and was promised a resolution within 48 hours.

 

 

One month later, I have been promised a 48 hour resolution on 9 separate occasions.

 

 

The 9th 48 hours has now expired and my phone is still not receiving incoming calls or texts.

 

I have been promised resolutions from their contact centres, including their porting team and technical teams,

a sales rep in my local store and by their web chat advisers.

 

 

I have now been without service for 1 month and there is no sign of any resolution.

 

 

Each time my 48 hours has expired I call again only to be told their system has been updated to show that the problem has been resolved.

This incompetence is truly unacceptable as they only need to dial my number to see that it is still unobtainable

and that they have not yet fixed my problem.

 

 

I simply cannot understand how they would fiddle about a bit,

think they have fixed my problem and then not bother to dial my number to test it.

 

 

Surely that test comes within the first 10 mins of basic technical training.

Also, nobody is willing to take ownership of my problem

i.e. giving me regular updates despite my constant requests.

 

 

Equally, their customer service advisers refuse to put me through to the complaints team

by telling me that they don’t have a specific complaints team and they all just deal with complaints.

 

 

So how do I escalate my problem?

 

 

How do I get someone to take ownership of my problem?

 

 

If I call again should I believe the 10th promise of a 48 hour resolution?

[dx100uk]

We here at CAg have a very successful VodaFone Rep operating here

.

We advise you to follow this method to alert them to your thread:

.

If you'd like any help from Lee, email your details via the Contact us form here (https://help.vodafone.co.uk/system/selfservice.controller?CMD=ESCALATION_REQUEST&PARTITION_ID=1&CONFIGURATION=1000&COUNTRY=us&LANGUAGE=en)

you MUST PUT the code 'WRT135 - CAG Forum' in the subject line.

Once sent, you'll receive an automated reply with a reference number. Post back with this

Vodafone UK

.

CAG.

[jampet]

Thanks. I've sent the email and received an automated reply with reference number: Re: WRT135 - CAG Forum [#9036075]

[Conniff]

Have you checked it's not the phone ?

[jampet]

Hi

 

 

Thanks. It's definitely not my phone. My number is unobtainable when you try to call it. So the network is not recognising my number and as such is not even attempting to make contact with my phone.

[sirbob10]

Hi

 

Where did you take the new contract out? Was it Vodafone direct or via a 3rd party.

 

From working at Vodafone many years ago

 

 

they are the only company that require you to have the PAC code at the point of sale.

 

 

The other networks would give you a temporary number until the port went through but not Vodafone.

 

 

I'm wondering if you've taken out the contract through Carphone Warehouse or someone similar

they haven't advised you that to port to Vodafone you would have needed the pac code straight away.

[jampet]

Thanks sirbob10

 

I took out a contract direct with Vodafone on 22 Nov at the Vodafone shop.

 

 

They gave me a fully working temporary number.

 

 

I got a PAC 3 hours later from my old provider.

 

 

I then logged onto my Vodafone account to 'port' my number

but their on-line porting service didn't recognise my Vodafone account number because I was on their 'new' system.

 

 

It took me a week of phone calls to get them to port my number (my temporary number worked fine for that week).

 

They eventually ported me on 2 Dec at which time I could make outgoing calls and texts

(albeit a split service that now appears to have been resolved)

but I could not receive incoming calls or texts (number unobtainable).

 

 

That remains the case since 2 December, the day they ported me.

 

 

i.e. no incoming calls or texts.

 

 

9 false promises of 48 hour resolutions in the past month.

 

Thanks to you and all for taking an interest and offering suggestions.

 

 

Keep them coming please,

 

 

eventually someone might stumble across a solution as Vodafone seem to be ignoring me.

 

 

No progress or even updates from them.

[paresh_md]

Hi Any resolution? I am having same issue since a month now. I am glad, I am not alone but sad that my number isnt working.

[dx100uk]

threads a year old

 

 

might be best you start a new thread

 

 

of your own

 

 

dx