Vodafone Mobile FAQs: Part Two

Vodafone are one of the oldest and biggest mobile networks in the world. Founded in the UK, the company blazed a trail through mobile telecommunications which has led to our mobile-first culture. Today, Vodafone remain one of the biggest mobile networks in the UK, with millions of customers.

It’s also, happily, a fantastic network to join, with a strong network, wonderful phone choice and reliable customer service. Where they fall down, however, is in their explanation of certain services. With a worldwide customer base and huge feature set, they don’t always do the best job of explaining everything. That means lots of customers have questions that simply aren’t being answered by Vodafone themselves.

So, in an effort to bring clarity to the stations, we’ve put together this two part FAQ. Part one featured setting up internet & MMS access, unlocking a Vodafone device, verifying your age and more. Join us as we share more frequently asked Vodafone questions.

Q: Why do I have to verify my identity/complete an extra security check to log in to My Vodafone?

A: After a number of high profile cyber-crimes and reports of phishing scams, Vodafone moved to make sure their customers information was kept more safe and secure.

When you log in to My Vodafone, they now recommend that you have your Vodafone device to hand or are near a Vodafone Home Phone, because this is how they’ll complete the two-step verification. That security code is active for 20 minutes.

Q: When can I upgrade my Vodafone device?

A: Tired of using your old device? Maybe it’s broken and you can’t wait to return to a usable phone? Well, the good news is that upgrading your Vodafone device is entirely possible, but only within a certain time frame. Here’s how it works:

  • If you’re on a Red or Red Value bundle you can upgrade up to 60 days before the end of your contract, although it will trigger a contract extension.
  • If you’re on a Standard bundle, you can upgrade up to 30 days before the end of your contract, this too will trigger a contract extension.

To upgrade, call Vodafone or pop in to one of their stores. You can upgrade either your contract, phone or both.

Q: What is a Network Unlock Code (NUC), and how do I get one?

A: A Network Unlock Code (NUC) is sometimes called a PAC, and is a code used to unlock phones and devices for use on more than one mobile network. Oftentimes if you buy a used phone it’s locked to one network, which means you can’t use any other networks SIM card.

The fastest way to find out whether your phone is locked is to put a SIM card from another network inside, if that card doesn’t work then your phone is locked. You can apply online for a NUC/PAC by clicking here.

Once Vodafone have received your request for a NUC, you’ll get an email letting you know they’re on the case. If Vodafone have the code to hand, they’ll send it within 48 hours, but they might have to contact the manufacturer, in which case it can take up to 10 days to send you the code.

Q: Why am I being refused a NUC from Vodafone?

There are a number of reasons why you might be refused an NUC from Vodafone. If you submitted a request over 24 hours ago but haven’t heard back, first resubmit your application. If that fails once again, see if you meet any of these disqualification points:

  • Your phone has been reported lost or stolen by somebody other than yourself
  • You’ve requested more than 3 unlock codes in the last 12 months
  • You’ve not used a Vodafone SIM for more than 30 days
  • You haven’t paid your previous three Vodafone bills

Alternatively, you can purchase an unlock code yourself online or buy one in your local phone repair shop. Unlike the Vodafone NUC, however, this service will be charged for.

Q: Can I track my order online?

A: Yes, Vodafone have an order tracker service which lets you keep tabs on the progress of your delivery. Go to this link. From there, you can enter in your order number and postcode to get the latest information about your order.

The online order tracker is only available for mobile orders, so tracking your Broadband order is out of the question. To find your order number look for the prefix ‘WEB’, ‘SBL’, ‘EDM’ or ‘UC4’, as these will signal the start of your order number.

Do note however that orders can take up to 24 hours to appear on the tracker, and Vodafone’s customer service team don’t have access to any more detailed information than you do. If you need to contact Vodafone, all the details are on this page