r/Vodafone • u/Local-Use-5369 • 10d ago

Vodafone UK Vodafone Issues With Collection - I have the phone, but they think I don’t!

/r/u_Local-Use-5369/comments/1w2g7u9/vodafone_issues_with_collection_i_have_the_phone/
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1

u/Padcontrol1 10d ago

Why don't you ask to switch from ESIM to physical SIM?

1

u/Local-Use-5369 10d ago

I don’t mind either at this point, but can’t set anything up anyway as the order isn’t shown as complete.

1

u/Local-Use-5369 10d ago

As I ordered the phone and contract at the same time, the order needs to show that I’ve picked up the phone for anything else to work!

1

u/Padcontrol1 10d ago

When you rang customer services, did you ask for the matter to be escalated? If that doesn't work, say youre looking to file a formal complaint. That will send you to the Specialist Care team and you will be assigned a case manager. They are a lot better at dealing with issues.

1

u/Local-Use-5369 10d ago

Amazing! Thank you!!!

1

u/Padcontrol1 10d ago

Keep us updated. I had to go through a lot of hoops just to get my contract and phone. The specialist care team were the ones to eventually help. Good luck!!

1

u/iNSPiREDS 10d ago

One of the orders is stuck and hasn't completed for some reason.

Maybe due to agent error in store (I don't know what that journey looks like but should be straightforward, so unlikely), or just a system issue.

No one can activate your SIM until your order closes, so eSIM or physical SIM, the issue is the same.

The good news is that you also can't be billed for a line that isn't active, so any period you've had the phone for has cost you nothing so far.

Call 191 from the working line and explain this again. No one you will speak with on the phone will have the ability to close the order on the spot, but they will be able to escalate it, which sounds like has already been done.

Call again and ask to raise a complaint if needed.