My Vodafone doesn't show correct personal info and contract status

[Spartakos]

Dear sir/madam,

It's been some time that my account on Vodafone website and app do not show correct personal info, contract status and generally it's impossible to take any action through both platforms. I kindly ask for your assistance in resolving this issue. Let me know what information you would like on my end in order to proceed. Thank you for your consideration. 

Kind regards

[Jamyla]

Goodmorning @Spartakos 

Thank you for reaching out to us regarding some issues with your online account.

Can you explain me which information is missing or incorrect?

Also, did you change allready to our new VodafoneZiggo app instead of the old Vodafone app? 

[Spartakos]

Good afternoon @Jamyla 

Thank you for your response. 

Everything included in the information is either missing or incorrect. I've attached a screenshot as an example of my contact details.

Another example is that I cannot see anywhere the monthly billing.

In regards to the app, I have downloaded the VodafoneZiggo app since it was introduced. 

[Krista]

Thanks for the information @Spartakos. That's strange. I see the correct information under your account. Are you perhaps logged in with an old or incorrect account? I recommend that you update the app and log in again with the correct account. If you have forgotten the data, you can request it again here.
You will find your customer number in the confirmation of your order, at the bottom of our emails and with your payment and invoice.

[Spartakos]

Thank you for your response @Krista. I have only used one account since I agreed on a contract with Vodafone and I have the correct login details. In order to double check, I used the provided link and once I input the requested details, my email address appears correctly, so the issue is not my login credentials. Is it possible that we would need to recreate my account somehow? 

I was able to verify my customer number from an earlier email regarding contract extension. Kindly note that I only receive SMS notification about the invoice, which directs me to the app. However as it was aforementioned, the app does not show correct information. The issue is the same through the Vodafone website. 

[Spartakos]

Dear @Krista,

I think I may have found what the issue is. When I checked one of the emails regarding a past contract extension, my customer number is different than the one that appears on my account when I login on the website/app. Somehow, my email address is associated with two different customer numbers even though I only have one active contract with Vodafone. 

[Krista]

Thanks for testing @Spartakos! Would you like to delete the cookies on the device? If this is not the solution, I would like to ask you to test another device. Your personal info in My Vodafone are correct.

[Spartakos]

Dear @Krista,

I had tried to check it from different devices and that was not the issue. I recently noticed, as I mentioned on my last message, there seems to be two customer numbers associated with my account. One is correct, the other is not. On one of the emails I received after a contract extension, the customer number is 504210403. When I login to my account, the customer number I see is 702260618. The second one is not correct and should not be associated with my account. 

[Spartakos]

I received notification that my issue was solved, however that is not the case. The issue remains. My account shows the incorrect customer number and as a result I do not have access to my information. My customer number should be 504210403, however for a reason unknown to me, the customer number in my account is 702260618. Please look into the matter and do not dismiss it lightly. 

[Krista]

Sorry @Spartakos , I misunderstood you. Do you have one or more email addresses? If so, would you like to put this under your personal information on your community account? These are only visible to moderators.

[Spartakos]

I could not find a specific section under personal information where I can input email address and I've noted the two addresses that I use under personal comments. The first is associated with my Vodafone account and community account, the other has not been used before. 

[Marco]

Good morning @Spartakos ,

The link between your data and account doesn't seem to be set up correctly in the background. I have removed all links and accounts.

Could you please create a new account here after 9:00?

I would like to hear from you if it worked. 😄

[SpartakosX]

Good morning @Marco , 

Thank you for your response and prompt action. I have created a new account through the provided link and everything is in order. I only had to create a new community account with a different email address due to the one previously used now being associated with the new Vodafone account. However, this is of lesser significance. 

The matter is now solved and I appreciate yours and your colleagues assistance in this matter.