Prepaid phone number apparently associated with another person?

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Toddy47

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#302946 5-Jan-2023 18:06

Hi guys,

My partner today went into Vodafone to get a replacement sim as her new phone requires a micro sim and her current one doesn't beak down into a smaller sim.

Anyway, when it came to the verifying identity part, they could not proceed as apparently her number is associated with another person (who they could not reveal for privacy reasons).

This is news to her, since as far as she can recall, she bought the sim 15 odd years ago and was the first and only owner. I'm not even sure at what point your identity gets associated with a sim/number, I don't recall ever doing it for mine.

The store wasn't helpful at all, said there was nothing they could do, same with the 0800 number (who said the store deals with all that stuff), I asked the person at the store to try and escalate it to see when the name was associated or begin the process to remove it, but apparently they don't do anything like that? Pretty sure the sim she has isn't the original one, so has had a replacement before and had no issue then, so either the name was added recently or policy has changed recently.

So question is, what can we do? No one at Vodafone wants to help, all she wants is a new sim, she even has the old one here so it's not like she is trying to steal someone's number. We can provide bills or other documents which have that number with her name on them going back 10+ years, so providing evidence of owning the number isn't hard, it seems to be getting in touch with someone who can help that is the issue.

Anyone here dealt with something similar?

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#3017540 5-Jan-2023 18:26

They can ID from recent topups and numbers dialed

Actually do you know the PIN on the prepay account?

Linux

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#3017542 5-Jan-2023 18:29

Quite often new users for the free $10 survey credit provided fake details

Joe Bloggs
Johnnie Walker
Etc....

Toddy47

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#3017543 5-Jan-2023 18:32

Linux: They can ID from recent topups and numbers dialed

Actually do you know the PIN on the prepay account?

I am sure they can ID from this stuff, but they weren't at all interested, she knows the PUK code and the pin they make you set for talking to them on the 0800 number, etc.

Their policy is they can't replace a sim unless you provide identification that matches the name on the account. They also say there is no procedure to resolve this either, hence me posting here.

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#3017544 5-Jan-2023 18:34

Call 777 again and speak to a manager they have procedures in place!

They can ID off activation date
Topups
Numbers called

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#3017545 5-Jan-2023 18:37

If you know the PIN on the Vodafone account that is enough to request to update the details on the prepaid account

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#3017546 5-Jan-2023 18:40

Why should you provide identification for the name on the prepaid account! You do not have to provide ID to get the name / details on the account @jasonparis

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Toddy47

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#3017547 5-Jan-2023 18:41

Linux: If you know the PIN on the Vodafone account that is enough to request to update the details on the prepaid account

Are you saying she can call Vodafone from her mobile, and ask them to update the name on the prepaid account over the phone and provide the PIN and they will make the change? I will get her to try again, but they wouldn't do it instore or give her the option when she called and asked for the name to be removed.

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#3017548 5-Jan-2023 18:42

Toddy47:
Linux: If you know the PIN on the Vodafone account that is enough to request to update the details on the prepaid account

Are you saying she can call Vodafone from her mobile, and ask them to update the name on the prepaid account over the phone and provide the PIN and they will make the change? I will get her to try again, but they wouldn't do it instore or give her the option when she called and asked for the name to be removed.

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quickymart

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#3017550 5-Jan-2023 18:58

Also, could try @JasonParis

Given how poor Vodafone's phone support is these days, especially for something as unusual or weird(?) as this - even though John is right, they should be able to fix this over the phone, it could also be a waste of time (as you say you've spoken to them already).

Jason is good at getting things sorted so I've tagged him in this thread for you. Good luck.

Maxine may also be able to help too - I see she's been tagged below.

stick

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#3017551 5-Jan-2023 19:01

@MaxineN

Toddy47

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#3017552 5-Jan-2023 19:07

Thanks all for the replies - She is currently on hold trying again now. This would appear to be such an easy thing to resolve, but obviously not something any of the people we've dealt with so far are either trained to deal with, or aside from the people instore, understand.
Honestly wonder if porting the number across to on-plan would be easier.

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#3017553 5-Jan-2023 19:13

Moving to on plan is not porting but payment flex from prepaid to account

Number port is moving a mobile number to another service provider

Toddy47

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#3017561 5-Jan-2023 19:52

Update - We seem to be getting somewhere. Apparently when they look up her vodafone account by searching her name (which apparently was created in 2003) her name is there with that phone number as well as DOB, etc. But apparently when they look up the phone number it comes up with a different name. Apparently that is not something they can do over the phone, so she is going back into Vodafone before they close and see what they can do. I can only assume the other person had the number before it lapsed and she got it? I guess we'll try and find out.

MaxineN

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#3017562 5-Jan-2023 19:52

Hi @Toddy47

Coming at you with a PM

Ramblings from a mysterious lady who's into tech. Warning I may often create zingers.

quickymart

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#3017573 5-Jan-2023 20:15

Toddy47:

Update - ...Apparently that is not something they can do over the phone, so she is going back into Vodafone before they close and see what they can do.

Toddy47:

The store wasn't helpful at all, said there was nothing they could do, same with the 0800 number (who said the store deals with all that stuff), I asked the person at the store to try and escalate it to see when the name was associated or begin the process to remove it, but apparently they don't do anything like that?

Given what happened at the store previously, I don't think going back to see them is going to get you any further ahead - just sounds like them (and the 0800 number) are happy to pass the buck onto each other without really doing much.

Keep an eye out for Maxine's private message, she should be able to assist.

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