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Wildgoosechase

Impossible to contact provider was singlepoint now Vodafone.

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My mother has a very old mobile phone contract with no data and she doesn't have broadband at home. We now need to get her onto a new contract. I foolishly thought this would be really easy but no. Originally she was with Singlepoint who were bought out by Vodafone. She says that her last paper bill has contact details for vodafone, but when I contacted them they have no record of her number on their system. She texted PAC to 65075 but this replied with an error message saying to contact her provider.

I phoned Ofcom - they said to check her direct debit details. It says she is with Vodafone. Can anyone help me?

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First of all, why do you want to get her into a full contract? Is it that you want a different telephone? If she is happy with the same telephone then she might consider moving to a monthly arrangement with GiffGaff for instance. There are one or two others also that do monthly contracts which are hugely flexible.

Has she always lived at the same address? In other words are the details that are with her provider up to date? I think that you should contact Vodafone again and give them the direct debit reference numbers – presumably they will be on the bank statement and see what they say then. After that I would send them an SAR.

If you are trying to move provider, of course there is a possibility of the telephone is locked to Vodafone – and you would need to get it unlocked. That also would need Vodafone to recognise that you are indeed a customer.

Try calling them and if that fails then send an SAR. If you call then you should read our customer services guide first


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Thanks, I'll try that. Complicated by her being in Bournemouth and me in South Wales.

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Yes that makes it difficult. Is she up to doing the telephoning herself? You could think about organising a Skype conference call – if she has a computer.

If you are not able to set it up herself then maybe you could do it remotely using teamviewer which for personal use is free. You have to install on your own computer and then send your mother an email with a link in it which she would click open and it would pretty well install itself and you would then be able to operate her computer remotely.

Does any of this kind of information help? In terms of sending Vodafone the SAR, that should be easy enough. You can jot it yourself and frankly you could sign her name – giving her address and various reference numbers et cetera and see how that went.

The careful about Vodafone because sometimes they want particular forms to be filled in – and in fact it is unlawful to impose any formality is in the way of getting a data disclosure.

I expect there's probably a link on their website https://www.vodafone.co.uk/gdpr-sars-form/  and see how much of the form you can fill in. As I said, you don't need to fill in this form – you can simply make a request by ordinary email or by letter – although I imagine that Vodafone will then demand that you complete the form which as I say is not necessary and it is unlawful to insist on it. But I'm afraid that's Vodafone for you they are dinosaurs and bullies and one of the worst complained about mobile phone providers in the country and have been fined more than once very heavily by the regulator


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