[2shy2007]

We bought a Vodaphone PAYG smart prime 6 for my sons birthday, his first mobile and we are having big problems with it, the actual phone seems to work OK but we cannot add funds to it, I added £15 on the first day( Wednesday) but since then we cannot access the account online , we just get an error 'Sorry, there seems to be a problem
We're working hard to fix the issue, so please try again later.: 199 - [1m1]'

We contacted live chat but they were useless, he checked the account after we gave the memorable word and he said it seemed to be hanging in verification and he couldnt do anything about it.so that was the end of that.

We then tried the app on the phone to update , but it keeps saying the wifi has to be disabled, but we already did that, then it just says' sorry' and we cant get any further on that, so then we tried the phone number 4354 to add big bundles, and that just says' sorry this is not available' !!!!
So we cant add any funds, he has already spent the £15 in a day as we couldnt get a big bundle to work on it, and the whole thing is useless, is Vodaphone always like this? there seems to be zero customer services and they dont seem to care that all services are down for us

My son is fed up with it, are we within our rights to send it back to Amazon as it is not working properly?

[d123]

If it's from Amazon you can return without a reason in their return period, you would lose your £15 top up though...

Why not go into a Vodafone shop and ask them to sort the top up issue out?

[2shy2007]

I thought about going to a shop, but our nearest one is ten miles away and I dont drive, so it would mean planning a trip out, and as a full time carer it is hard to find the time to get buses or trains . I think my best bet is to send it back and look for something else, I dont mind about the £15 as he did spend it all on phone calls.

Thanks for the reply

[Randomguy1]

Have you tried calling them on 191?

[2shy2007]

I contacted Amazon and they have refunded me, thank goodness.