Jaspreet: Hi, you're chatting with Jaspreet, how may I help you today?
Tim Spanoudakis: HI. Please can you loook at my recent support transcripts, it will give you some history of what I want to talk about
Jaspreet: Sure, is it about the signal, I will check the details, meanwhile can you summarize the issue.
Tim Spanoudakis: Hi sorry...
Tim Spanoudakis: it was about wifi calling
Tim Spanoudakis: I was asked by the last person to visit the store. I went there which took an hour and a half and they knew nothing about loading softawre onto my phone, I have spoken to samsung and they say it is down to vodafon to activate this feature on my phone
Jaspreet: Please allow me a minute while I access your account.
Tim Spanoudakis: thanks
Jaspreet: Could you confirm the 1st and 2nd digit of your PIN?
Tim Spanoudakis: 1 5
Jaspreet: Perfect, that takes care of security.
Jaspreet: Please be online.
Tim Spanoudakis: I am
Jaspreet: Thank you for being online.
Jaspreet: Tim, can you kindly text WEB to 40127.
Tim Spanoudakis: ok
Jaspreet: That will automatically get the default setting on your phone.
Tim Spanoudakis: sent
Tim Spanoudakis: got message back
Jaspreet: So you are trying this on your Samsung 8?
Tim Spanoudakis: no s9
Jaspreet: Please install the settings on your phone.
Jaspreet: Ohhk... so have you installed the new settings received via text/
Tim Spanoudakis: what new settings?
Jaspreet: No problem, please wait while I connect you to one of our technical advisor.
Tim Spanoudakis: ok
Info: Please wait while you’re being transferred to the appropriate team.
Info: You're now chatting with Amruta B.
Info:
Amruta B: Hi, you're chatting with Amruta B from the Vodafone Tech team. Let me quickly go through the chat so that I can help you.
Tim Spanoudakis: Hi Can upi see the transcript of my wifi call problems?
Amruta B: Thank you for waiting patiently.
Amruta B: Please help me with the make and model of the phone with the IMEI number in concern.
Tim Spanoudakis: it is samsung sp
Tim Spanoudakis: imei *****
Tim Spanoudakis: samsung s9
Amruta B: TIm, I can confirm that this IMEI is not linked on your account: *****.
Just to confirm, have you purchased this device from third party vendor?
Tim Spanoudakis: yes from Samsung
Amruta B: Thank you for the confirmation.
Tim, this seems to be the issue due to which you're unable to use the Wi-Fi calling on your number.
The phones direct purchased from Vodafone channels are able to use this feature on the phone.
Amruta B: I can see that the previous advisors have tried best to over ride this for you so that you're able to use this phone feature.
Tim Spanoudakis: My last phone Samsung s7 used it and i did not buy that from you
Tim Spanoudakis: so I'm not sure I agree with your statement
Tim Spanoudakis: can you send a configuration SMS to the phone to ensure that the network settings are corrent?
Amruta B: Tim, there are rules that we override for the customers. However, the system is unable to override this and thus you're unable to use the Wi-Fi calling with your new phone.
If you wish, I'll perform the trouble shooting while we are online to check this final time if it works for you.
Amruta B: Sure, I'll also send you the internet settings over text.
Tim Spanoudakis: OK, otherwise you will need to release me from the contract as this is a feature that I was using up to Friday and as I have very little signal wghere I live, the phone contract will be useless without it
Tim Spanoudakis: let's try the troubleshooting
Amruta B: I'm working on your account. This may take 3-5 minutes. Please stay connected.0
Tim Spanoudakis: ok thanks... interested why you cannot overrride settings on my account to give me functionality that I already had ?
Amruta B: Tim, that was a one off exception that we made.
Ideally the system is designed in such a manner that only the IMEI registered and purchased from direct Vodafone channels are able to use these services.
However, we go ahead and help the customer to access if the system allows.
Tim Spanoudakis: OK, thanks... I don't even recall requesting it before. I have very intermittent signal here so without it, I will not be able to continue
Amruta B: Thanks for waiting. I'll be with you in just a moment.
Tim Spanoudakis: ok
Amruta B: Thank you for waiting patiently.
Tim Spanoudakis: no problem
Amruta B: You might have received two texts with internet settings on your number.
Open the link in the second text and save/install the settings on your device.
Tim Spanoudakis: I had one normal sms and then a config message
Amruta B: Tim, I can confirm that Samsung Galaxy S9/ S9 Plus are not yet listed under devices on which Vodafone Wi-Fi Calling is available.
Only the below Samsung devices are available:
•Galaxy A3 (2016 and 2017)
•A5 (2016 and 2017)
•J3 (2017)
•J5 (2016 and 2017)
•Galaxy S6
•Galaxy S6 edge
•Galaxy S7
•Galaxy S7 edge
•Galaxy S8
•Galaxy S8+
•Galaxy Note8
•A8
•XCover 4
Amruta B: Though you may try the below steps on your device:
Settings > About device > Software update > Update now
Then, go to Phone > Three vertical dots (top right hand corner) > Settings > Wi-Fi Calling > set it to On.
Tim Spanoudakis: that's always been the problem.. there is no option for wifi calling (which I did have on the S7)
Amruta B: I can confirm that Samsung Galaxy S9/ S9 Plus are not yet listed under devices on which Vodafone Wi-Fi Calling is available.
Tim Spanoudakis: so what you're saying is that vodafone currently don't fully support the s9 (even though the person that I saw in the shop an hour ago showed me the setting on her s9
Amruta B: Tim, what I'm sharing with you is the details that are shared on the website and updated to us.
One of the below is the reason due to which you're unable to use Wi-Fi calling on the phone:
1. Device not purchased from direct Vodafone channels
2. As of now, the device is not available under the list.
Tim Spanoudakis: OK. well I guess we have to part company ... that is a shame. I understand that you have done everything that you can to help, but I guess you and samsung need to be more in touch with eachother as they are will to sell these phones but you guuys can;'t support them properly
Tim Spanoudakis: please can you pass me to the accounts termination team. thanks
Amruta B: If you're unable to use wifi calling on you device even after the actions taken on your account, you might not be able to use this with your phone.
Here is the direct link to check the details of Wi-Fi calling:
Further, please allow me to share that we offer customers 30 days cooling off period to return/cancel the contract if they have change of mind or facing any network related issues.
Amruta B: As the number is out of the first 30 days cooling off period, there would be an early cancellation fee applicable here.
Tim Spanoudakis: not if you cannot supply the service... you have very poor coverage where I live and legally that provides a dispensation
Amruta B: Tim, when you purchased the contract, the terms and conditions did mention what I've shared above. Also, the value added service of Wi-Fi calling is not confirmed in the terms and conditions.
We respect your consumer rights and would be unable to comment on your decision.
We do have a dedicated cancellation team who would be able to help you with the cancellation process, however, there will be an early cancellation fee of approximately £162.
Tim Spanoudakis: let's end the chat now please and I will call the team
Amruta B: No problem.
The dedicated team is available from 8am to 8pm, everyday, on 03333040191 or 191.
Tim Spanoudakis: thanks goodbye
Amruta B: You're welcome.
Thank you for contacting Vodafone.