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Fault Reporting

Issue/fault with a new service that’s just gone live?

Issue/fault with a service that was provisioned some time ago, but never tested?

Fault with a live service?

If emailing, it will speed up the process if you complete the relevant form and submit to them. The fault finding process depends heavily on the quality of the information received.  Please include as much detail and as many examples as possible to ensure a quick resolution.

Before calling/emailing, have you?

  • Called the number?

  • Recently requested order/cancellation/change?

  • Checked if this has this ever worked when signed off by wholesale orders?

When emailing/calling with a fault on a bind Issue, please have the following ready:-

  • What Sub ID you are attempting to bind with?
  • What is the state of your bind?
  • What SMPP error do you get?
  • Do you get a response back?
  • If no response - have you checked the VPN/IPSec tunnel?
  • Is it up/up or down/down or up/down? (If it’s anything but up/up you need to rest your kit and retest)
  • Can you do a trace route out of your network?

Please use the form below to help speed up fault resolution.

Need support out of hours?

The support team lines are open from 08:00 to 18:00 Monday to Friday. If your query is sent outside these times and needs investigating urgently, please forward a copy to vodafonedatahelpdesk@vf.vodafone.co.uk and call the support number 08700 710 268, this will automatically route to the Out of Hours support team.

If a case is already raised but you require an update, the out of hours team can check the progress of any 7 digit Remedy cases, if a case has been sent through to our Technology team for a fix to be implemented you will have been sent the case ID in your email/SMS updates.

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