#Vodafone are keeping technical problems to themselves! They’ve known about the latest for 2 weeks and not told us.
I upgraded both my kids phones in the past month – Vodafone is the carrier. I’ve been using them for a number of years but right now I’m considering ditching them -why? Because they’ve been keeping secrets from me and you all – about their service.
I wanted to log into my online account last night so I could add my son’s phone to our Sure Signal (yep #Vodafone’s signal is so crap where I live I need one of their boosters) – they’d just sent me a note that I could see my latest bill -so I thought I’ll kill two birds with one stone! Yeh, right!
I can log in fine – no problems – well actually yes there is a problem – their website now says:
Your Phone number is currently Inactive/Suspended. Please CONTACT US
…despite the fact that I am apparently logged in! So this morning I called Voda’s customer service team to find out what had happened. I spoke to a nice lady called Rana – in Egypt(!) – who let me into the secret that Voda had known there was an issue with their system ditching registered phone details when you upgraded your plan – they’d known about it for a couple of weeks now and in fact they have a team of people working on sorting the problem out.
In the meantime I and heaven knows how many other people will have to re-register their phones!
Ah, surely I asked – why don’t you back up the system – restore it to a point when this problem didn’t happen…. ah, they can’t do that apparently, so you and I the customer have to re-enter data which we’ve already done.
Rana said I will have £10 credited to my account for the inconvenience. £10 for keeping schtumm about a problem they’ve known about for a couple of weeks? £10 for sending my emails encouraging me to go online to my account – they have the perfect opportunity in that email to warn me there might be a problem?
Personally I’d like a written apology, an explanation of what went wrong, why they didn’t tell me or you and some idea of why they can’t restore the system, why I (and you) have to re-enter data, details of what they’ve done to stop the technical issue happening again and most importantly a statement of what they will do to change their process to notify customers of potential issues.
Right now I’m seriously considering sending this to #Offcom and wondering if this constitutes a breach of contract – it most certainly constitutes a breach of trust.
Has anyone else had the same problem? Let me know if you have.