Hi
A couple weeks ago my account was mistakenly suspended by Vodacom due to unusual billing activity - I was racking up a larger than average bill as my wife was voting for my daughter for a pay-per-SMS competition
When I called the 135 helpdesk, the agents pointed me to billing, who confirmed that there was a mistake and my lines were immediately re-activated and "re-synchronized", after which I could make normal calls again
Ever since that event, I have been unable to use WiFi calling or VoLTE. The services do not appear on my phone, as if they are were never provisioned.
My wife and daughter both have iPhones, and I have a Galaxy Note 8. All three devices are provisioned for VoLTE / WiFi calling, and all three are not currently working. They are all under the same master account, under my number.
I have called the helpdesk several times regarding this matter. They have escalated it twice, and eventually told me to go to a Vodacom store so that the store could confirm that I am activating the service on my handsets correctly, which they confirmed that I am. On the iPhones, the "WiFi Calling" switch is on/enabled, and on my Note 8, I have the WiFi Calling toggle active. The store created a technical service reference 1-34327587009685, where they CLEARLY stated that they had checked the handsets and found no faults. This reference was escalated to one of Vodacom's "Solution Experts", only to be dismissed the following morning with the same reason: "Please be advised that the LTE service is currently active on your mobile number to allow WiFi Calling to function. Kindly reboot and test the service accordingly. You may visit the nearest Vodacom outlet for further assistance". Obviously, this made no sense as the support ticket was created AT MY NEAREST VODACOM OUTLET, where the service technician on duty was able to explicitly rule out my handsets being at fault.
So the call center tells me that the WiFi Calling & VoLTE service is enabled for our numbers, yet no matter what we do, we can not get it to work on our handsets like it would work before without any hassle whatsoever. They argue that WiFi calling only works when reception is bad, but I know for a fact that it can be invoked by putting the phone into Aeroplane mode and then explicitly enabling Wi-Fi access. Needless to say that even without aeroplane mode, my WiFi calling does not work in areas of poor or nonexistent GSM reception
Clearly there is a technical glitch on our account which is precluding the service from working, despite it being visibly active on the active VAS/service lists for the numbers in question.
Has anyone here been through a similar experience? Who can I contact to investigate this further? I am naturally now at my wits end with this, and am considering changing providers.
Thanks for any advice or assistance anyone can offer whatsoever, as I am going in circles to no avail with the official customer support channels
A couple weeks ago my account was mistakenly suspended by Vodacom due to unusual billing activity - I was racking up a larger than average bill as my wife was voting for my daughter for a pay-per-SMS competition
When I called the 135 helpdesk, the agents pointed me to billing, who confirmed that there was a mistake and my lines were immediately re-activated and "re-synchronized", after which I could make normal calls again
Ever since that event, I have been unable to use WiFi calling or VoLTE. The services do not appear on my phone, as if they are were never provisioned.
My wife and daughter both have iPhones, and I have a Galaxy Note 8. All three devices are provisioned for VoLTE / WiFi calling, and all three are not currently working. They are all under the same master account, under my number.
I have called the helpdesk several times regarding this matter. They have escalated it twice, and eventually told me to go to a Vodacom store so that the store could confirm that I am activating the service on my handsets correctly, which they confirmed that I am. On the iPhones, the "WiFi Calling" switch is on/enabled, and on my Note 8, I have the WiFi Calling toggle active. The store created a technical service reference 1-34327587009685, where they CLEARLY stated that they had checked the handsets and found no faults. This reference was escalated to one of Vodacom's "Solution Experts", only to be dismissed the following morning with the same reason: "Please be advised that the LTE service is currently active on your mobile number to allow WiFi Calling to function. Kindly reboot and test the service accordingly. You may visit the nearest Vodacom outlet for further assistance". Obviously, this made no sense as the support ticket was created AT MY NEAREST VODACOM OUTLET, where the service technician on duty was able to explicitly rule out my handsets being at fault.
So the call center tells me that the WiFi Calling & VoLTE service is enabled for our numbers, yet no matter what we do, we can not get it to work on our handsets like it would work before without any hassle whatsoever. They argue that WiFi calling only works when reception is bad, but I know for a fact that it can be invoked by putting the phone into Aeroplane mode and then explicitly enabling Wi-Fi access. Needless to say that even without aeroplane mode, my WiFi calling does not work in areas of poor or nonexistent GSM reception
Clearly there is a technical glitch on our account which is precluding the service from working, despite it being visibly active on the active VAS/service lists for the numbers in question.
Has anyone here been through a similar experience? Who can I contact to investigate this further? I am naturally now at my wits end with this, and am considering changing providers.
Thanks for any advice or assistance anyone can offer whatsoever, as I am going in circles to no avail with the official customer support channels
