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My mobile has been de-activated even though it has credit and I am still using it

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Registered: ‎17-03-2018
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My mobile has been de-activated even though it has credit and I am still using it

by MHTBH Starter Poster
Message 1 of 14 (1,453 Views)

Hi there

I've had my mobile for 18 years or thereabouts.  At the moment I am overseas but I regularly check my mobile for texts and that it has enough credit.   On Thursday I tried to log in to check my credit and couldn't log in because my phone has been deactivated.

Please can you tell me how I can get it re-instated.

Thank you very much.

Starter Poster
Posts: 8
Registered: ‎17-03-2018

Re: My mobile has been de-activated even though it has credit and I am still using it

by MHTBH Starter Poster
Message 2 of 14 (1,451 Views)

I should add that this is a pre-pay mobile, not on a plan.

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Posts: 482
Registered: ‎24-08-2008

Re: My mobile has been de-activated even though it has credit and I am still using it

by Senior Contributor coffeebaron Senior Contributor
Message 3 of 14 (1,421 Views)
When did you last add credit?
Posted from Samsung SM-G950F
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Registered: ‎17-03-2018

Re: My mobile has been de-activated even though it has credit and I am still using it

by MHTBH Starter Poster
Message 4 of 14 (1,398 Views)
16 December 2016 -  I live mostly in the UK and send occasional texts to keep it active.
I log into Vodafone to check my balance regularly and there was still credit there.
I need the phone for when I'm in NZ because this is the only way friends and family can contact me.
 
If Vodafone decide to de-activate a mobile why don't they send a text first asking if you want to keep it active or not?
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Registered: ‎17-03-2018

Re: My mobile has been de-activated even though it has credit and I am still using it

by MHTBH Starter Poster
Message 5 of 14 (1,396 Views)

My mobile seems to have been de-activated at the same time as I closed my now defunct ihug account with Vodafone.  

Co-incidence ?

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Posts: 482
Registered: ‎24-08-2008

Re: My mobile has been de-activated even though it has credit and I am still using it

by Senior Contributor coffeebaron Senior Contributor
Message 6 of 14 (1,393 Views)
As per PrePay Ts&Cs, account must be topped up at least once every 12 months to remain active. If account is not topped up within 12 months, you lose credit, then 1 month later, account is deactivated. If you talk nice to staff at Vodafone, it is sometimes possible to get your number back - but certainly not guaranteed.
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Posts: 8
Registered: ‎17-03-2018

Re: My mobile has been de-activated even though it has credit and I am still using it

by MHTBH Starter Poster
Message 7 of 14 (1,391 Views)

Thanks this is really helpful.  

No. 1 - top up with small amounts rather than one large

No. 2 - I bought my mobile 18 years ago so have forgotten T&C's - note to myself to regularly check for updates.

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Posts: 8
Registered: ‎17-03-2018

Re: My mobile has been de-activated even though it has credit and I am still using it

by MHTBH Starter Poster
Message 8 of 14 (1,376 Views)

Coffeebaron

One other thing I would like to say, for many older people like myself a mobile is there as a lifeline, not something we use every day and I think Vodafone should take that into account.  The least they can do is text us and ask if we still want our mobile to remain active. 

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Registered: ‎30-09-2014

Re: My mobile has been de-activated even though it has credit and I am still using it

by Business Ninja Adept Business Ninja Adept Business Ninja Adept
Message 9 of 14 (1,366 Views)

There are two warning SMS sent prior to the disconnection of a prepay mobile in this manner, one warning of the credit expiry, and then one a month later warning of disconnection..

NOC Engineer | Vodafone NZ
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Registered: ‎17-03-2018

Re: My mobile has been de-activated even though it has credit and I am still using it

by MHTBH Starter Poster
Message 10 of 14 (1,351 Views)

Hi sebastianbd

Interesting because I haven't received any SMS notices.

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