If you PM John it may help them track down the start of a much bigger issue.
I'm not sure why you are turning down his offer of help - surely having someone high up in tech support offer help is invaluable?
johnr: I did email a manager today and she advised they do reply to the emails when the request is done.
Do you get the emails back?
If I understood it correctly he emailed Vodafone support asking about the lack of SMS notifications. It doesn't look like the SMS notifications are happening, so the support couldn't possibly consider the request for information on lack of SMS "closed" or "done", right?
Like Mauricio said I don't really care about email response times. They replied within about four business, hours, so that was totally fine. The email was professional and polite, and basically said "i've told someone about the problem".
If having my number would help track the problem down then i'd be happy to supply it. The reason I didn't initially is because I wanted to see if regular Vodafone customer support could solve the problem before I "cheated" and got John here to take a look. I don't think fixing something relatively high profile like this should take special assistance, it should be done if any customer says "hey it doesn't work".
John, let me know if having my number would help you solve the problem. Of course when I emailed customer service I gave it to them. You could possibly look up the ticket, 110328-005087.