Consumer Care Mobile Lite Tech

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Updated 15/05/2024

What can cause Mobile troubleshooting issues?

  1. The customer may not have any remaining credit or may be in collections.
  2. The coverage in the location could be experiencing issues or there could be an outage.
  3. The device the customer is using may not be set up correctly.
  4. The customer could be in a 3G switch off location.  (Advise the customer to switch on Network Mode 4G/5G AUTO)
  5. There could be potential bars active in UFE/NPT. 
  6. The IMEI (International Mobile Equipment Identifier) of a handset might be barred.

What are the main things to check when dealing with Mobile Troubleshooting?

Is it only happening to the customer or is it happening to everyone in the location? *If it’s happening to everyone, then it’s a potential coverage issue.
Is the issue happening at a specific location or everywhere? *If it’s everywhere, this could be a profile setup issue or device issue.
For call related issues: Is the issue with Making/Receiving calls from specific numbers or all numbers? *If specific numbers there could be blocked settings on the number, or someone may have blocked their number, or it could be another network provider issue.
Check if the issue is with both making and receiving calls.
*If the customer can’t make or receive calls, check the IMEI status of the handset and to ensure it’s not barred as if it’s barred. If it’s barred, you should follow handset barring process.
Has the customer ported in recently or migrated recently? *This could be a profile issue and may need our porting support team to investigate

I can’t make or receive calls 

Check the Support updates for outages within the location, a daily report is sent each morning.
Check Landscape and note down any Cell IDs if a ticket is required.
*If there is a known outage, advise the customer we are aware of an outage in their location and a possible SLA (Service Level Agreement) 3 to 5 working days.
*If there are no known outages, then proceed.

Check the customer is in a 3G Switch Off location.
*If they are in a 3G Switch Off location, advise that they would need a 4G Calling compatible device or they would need to change to 2G.
Knowledge Base for extra information on 3G Switch Off.
*If they are not in a 3G Switch Off location, then proceed.

PAYG = Check the customer’s credit and allowance to ensure they can make or receive calls. PAYG Customers - The international add-ons cover only selected countries.
*If they don’t have credit and allowance, advise to top-up.
*If they have credit and allowance, then proceed.

Bill Pay = Check the customer’s allowance to ensure they can make or receive calls and they are not in collections.
*If they don’t have allowance, advise add on or wait until next bill day for allowance to be available.
*If In Collections, advise on payment options to lift the collections status.
*If they have allowance, then proceed.

Check the customer’s account has NO voice bars on UFE or NPT (Network Profile Tool) (TS11, BAOC, BAIC etc.).
Ask is it outgoing calls, ask are the premium calls. If Yes, ensure bars are lifted.
*If there are any bars, remove if applicable (always advise if there is any cost associated with bar removal). Edit option available in NPT.
*If there are no bars, then proceed.

Contact our porting support team via IW 7008 and ask them to update the routing.
Deregister within NPT and advise the customer to power cycle the device and try again.
*If the issue is resolved, then wrap and close.
*If the issue persists, then proceed.

Ask the customer to try their SIM Card in a different Handset (if one is available), to determine if it’s a SIM profile issue or Handset issue.
*If the SIM Card works in a different handset, then advise device will need to be checked. If it’s a receiving issue, ask the customer to ensure the “Don’t disturb mode” is turned off on their handset.
*If the SIM Card doesn’t work in another handset, then proceed as it could be a profile issue or coverage.

Complete the Ticket Creator and advise the customer a member of our technical support team will be in contact with an update in 24/48 hours. (Coverage Issue template)

*If it’s an ongoing coverage issue (as in no coverage in their home location) or blackspot location, then you can transfer to the Mobile Tech Team (Network Crew) to discuss resolution options outside a ticket.

Care Live Chat Agents = Raise a case to the tech support team to call back the customer.
Care Voice Agents = Transfer to the tech support team.
*Warm Transfer only. (IW queue = DST)

Fully Tech trained Agents must follow the Mobile Tech Support Guides.

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I can’t make International Calls

*Please Note Red Family Converged: Our Red Start plan is not designed to make international calls.

Check the Support updates for outages within the location, a daily report is sent each morning.
Check Landscape and note down any Cell IDs if a ticket is required.
*If there is a known outage, advise the customer we are aware of an outage in their location and a possible SLA (Service Level Agreement) 3 to 5 working days.
*If there are no known outages, then proceed.

Check the customer is in a 3G Switch Off location.
*If they are in a 3G Switch Off location, advise that they would need a 4G Calling compatible device or they would need to change to 2G.
Knowledge Base for extra information on 3G Switch Off.
*If they are not in a 3G Switch Off location, then proceed.

PAYG = Check the customer’s credit and allowance to ensure they can make or receive calls. PAYG Customers - The international add-ons cover only selected countries.
*If they don’t have credit and allowance, advise to top-up.
*If they have credit and allowance, then proceed.

Bill Pay = Check the customer’s allowance to ensure they can make or receive calls and they are not in collections.
*If they don’t have allowance, advise add on or wait until next bill day for allowance to be available.
*If In Collections, advise on payment options to lift the collections status.
*If they have allowance, then proceed.

Check the customer’s account has NO voice bars on UFE or NPT (BOIC (Bar Outgoing International Calls) etc.).
If OBO in NPT is set as OBO-3 then update UFE with a bar for outgoing and then place an other order to lift the bar.

*If there are any bars, remove if applicable (always advise if there is any cost associated with bar removal).
*If there are no bars, then proceed.

Ask the customer to try international prefixes (00, +353)
*If this works, then wrap and close.
*If not, then proceed.

Contact our porting support team via IW 7008 and ask them to update the routing.
Deregister within NPT and advise the customer to power cycle the device and try again.

*If the issue is resolved, then wrap and close.
*If the issue persists, then proceed.

Ask the customer to try their SIM Card in a different Handset (if one is available), to determine if it’s a SIM profile issue or Handset issue.
*If the SIM Card works in a different handset, then advise device will need to be checked. If it’s a receiving issue, ask the customer to ensure the “Don’t disturb mode” is turned off on their handset.
*If the SIM Card doesn’t work in another handset, then proceed as it could be a profile issue or coverage.

Complete the Ticket Creator and advise the customer a member of our technical support team will be in contact with an update in 24/48 hours. (International Call/SMS Issue template)

Fully Tech trained Agents must follow the Mobile Tech Support Guides.

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I can’t browse the internet

Check the Support updates for outages within the location, a daily report is sent each morning.
Check Landscape and note down any Cell IDs if a ticket is required.

*If there is a known outage, advise the customer we are aware of an outage in their location and a possible SLA (Service Level Agreement) 3 to 5 working days.
*If there are no known outages, then proceed.

Check the customer is in a 3G Switch Off location.
*If they are in a 3G Switch Off location, advise that they would need a 4G compatible device or they would need to change to 2G.
Knowledge Base for extra information on 3G Switch Off.
*If they are not in a 3G Switch Off location, then proceed.

PAYG = Check the customer’s credit and allowance to ensure they can access Data.
*If they don’t have credit and allowance, advise to top-up.
*If they have credit and allowance, then proceed.

Bill Pay = Check the customer’s allowance to ensure they can make access data and they are not in collections.
*If they don’t have allowance, advise add on or wait until next bill day for allowance to be available.
*If In Collections, advise on payment options to lift the collections status.
*If they have allowance, then proceed.

Check the customer’s account has NO data bars on UFE or NPT (NAM etc.).
*If there are any bars, remove if applicable (always advise if there is any cost associated with bar removal).
*If there are no bars, then proceed.

Ask the customer to ensure Mobile Data is switched on the device.
Ask the customer to reset network settings on the device.
Ask the customer if they have a data limit on the device, to turn it off.

*If all the above is done, then proceed if still not working.
 

Ask the customer to try their SIM Card in a different Handset (if one is available), to determine if it’s a SIM profile issue or Handset issue.
*If the SIM Card works in a different handset, then advise device will need to be checked. If it’s a receiving issue, ask the customer to ensure the “Don’t disturb mode” is turned off on their handset.
*If the SIM Card doesn’t work in another handset, then proceed as it could be a profile issue or coverage.

Complete the Ticket Creator and advise the customer a member of our technical support team will contact you back with an update in 24 hours. (Data Issue template)

Fully Tech trained Agents must follow the Mobile Tech Support Guides.

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I am unable to send/receive SMS

Check the Support updates for outages within the location, a daily report is sent each morning.
Check Landscape and note down any Cell IDs if a ticket is required.

*If there is a known outage, advise the customer we are aware of an outage in their location and a possible SLA (Service Level Agreement) 3 to 5 working days.
*If there are no known outages, then proceed.

PAYG = Check the customer’s credit and allowance to ensure they can send/receive SMS.
*If they don’t have credit and allowance, advise to top-up.
*If they have credit and allowance, then proceed.

Bill Pay = Check the customer’s allowance to ensure they can send/receive SMS and they are not in collections.
*If they don’t have allowance, advise add on or wait until next bill day for allowance to be available.
*If In Collections, advise on payment options to lift the collections status.
*If they have allowance, then proceed.

Check the customer’s account has NO SMS bars on UFE or NPT (TS22/TS21 etc.). (removing & readding TS22/TS21 can resolve most SMS issues) edit option in NPT.
*If there are any bars, remove if applicable (always advise if there is any cost associated with bar removal).
*If there are no bars, then proceed.

Ask is it, premium SMS. If Yes, ensure bars are lifted.
Ask is it, iMessage. If Yes, check iMessage settings on the device. https://deviceguides.vodafone.ie/
 

Ensure they have the correct message centre number.
Use the device guides to support https://deviceguides.vodafone.ie/
Nokia basic: Messages > settings/options > Text message settings > Message center/Center no. > +35387699989. 
Windows Phones (Nokia Lumia/HTC Windows 8X…etc.): click windows icon > settings > messaging > SMS centre number > +35387699989. 
Android phones: Messages > Settings > Message center/Center no. > +35387699989. 
iPhones: to change SMS Centre number please dial: **5005*7672*+35387699989# 


Ask the customer to try their SIM Card in a different Handset (if one is available), to determine if it’s a SIM profile issue or Handset issue.
*If the SIM Card works in a different handset, then advise device will need to be checked. If it’s a receiving issue, ask the customer to ensure the “Don’t disturb mode” is turned off on their handset.
*If the SIM Card doesn’t work in another handset, then proceed as it could be a profile issue or coverage.

Deregister within NPT and advise the customer to power cycle the device and try again.
*If the issue is resolved, then wrap and close.
*If the issue persists, then proceed.
 

Complete the Ticket Creator and advise the customer a member of our technical support team will contact you back with an update in 24 hours. (SMS Issue template)

Fully Tech trained Agents must follow the Mobile Tech Support Guides.

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I am unable to send/receive MMS

Check the Support updates for outages within the location, a daily report is sent each morning.
Check Landscape and note down any Cell IDs if a ticket is required.

*If there is a known outage, advise the customer we are aware of an outage in their location and a possible SLA (Service Level Agreement) 3 to 5 working days.
*If there are no known outages, then proceed.

Check the customer is in a 3G Switch Off location.
*If they are in a 3G Switch Off location, advise that they would need a 4G compatible device or they would need to change to 2G.
Knowledge Base for extra information on 3G Switch Off.
*If they are not in a 3G Switch Off location, then proceed.

PAYG = Check the customer’s credit and allowance to ensure they can send/receive MMS.
*If they don’t have credit and allowance, advise to top-up.
*If they have credit and allowance, then proceed.

Bill Pay = Check the customer’s allowance to ensure they can send/receive MMS and they are not in collections.
*If they don’t have allowance, advise add on or wait until next bill day for allowance to be available.
*If In Collections, advise on payment options to lift the collections status.
*If they have  allowance, then proceed.

Check the customer’s account has NO data bars on UFE or NPT (NAM etc.).
*If there are any bars, remove if applicable (always advise if there is any cost associated with bar removal).
*If there are no bars, then proceed.

Ensure Data is switched on the device Use the https://deviceguides.vodafone.ie/ 
MMS APN Settings 
• Home Page/Multimedia Message Server: http//www.vodafone.ie/mms 
• Proxy Address:10.24.59.200 
• Proxy Port:80 
• GPRS APN: mms.vodafone.net 
• Username: dublin 
• Password: dublin 

Ask the customer to try their SIM Card in a different Handset (if one is available), to determine if it’s a SIM profile issue or Handset issue.
*If the SIM Card works in a different handset, then advise device will need to be checked. If it’s a receiving issue, ask the customer to ensure the “Don’t disturb mode” is turned off on their handset.
*If the SIM Card doesn’t work in another handset, then proceed as it could be a profile issue or coverage.

Deregister within NPT and advise the customer to power cycle the device and try again.
*If the issue is resolved, then wrap and close.
*If the issue persists, then proceed.
 

Complete the Ticket Creator and advise the customer a member of our technical support team will contact you back with an update in 24 hours. (SMS Issue template)

Fully Tech trained Agents must follow the Mobile Tech Support Guides.

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I have an issue connecting my MIFI/MBB

Check the Support updates for outages within the location, a daily report is sent each morning.
Check Landscape and note down any Cell IDs if a ticket is required.

*If there is a known outage, advise the customer we are aware of an outage in their location and a possible SLA (Service Level Agreement) 3 to 5 working days.
*If there are no known outages, then proceed.

Check the customer is in a 3G Switch Off location.
*If they are in a 3G Switch Off location, advise that they would need a 4G compatible device or they would need to change to 2G.
Knowledge Base for extra information on 3G Switch Off.
*If they are not in a 3G Switch Off location, then proceed.

PAYG = Check the customer’s credit and allowance to ensure they can access Data.
*If they don’t have credit and allowance, advise to top-up.
*If they have credit and allowance, then proceed.

Bill Pay = Check the customer’s allowance to ensure they can access Data and they are not in collections.
*If they don’t have allowance, advise add on or wait until next bill day for allowance to be available.
*If In Collections, advise on payment options to lift the collections status.
*If they have credit and allowance, then proceed.

Check the customer’s account has NO data bars on UFE or NPT (NAM etc.).
*If there are any bars, remove if applicable (always advise if there is any cost associated with bar removal).
*If there are no bars, then proceed.

If it’s a slow speed issue, run speed test. (Customer can do this via Speedtest by Ookla - The Global Broadband Speed Test)
If slow speed, advise the customer to reset device. https://deviceguides.vodafone.ie/ 

Ask the customer to try their SIM Card in a different Handset (if one is available), to determine if it’s a SIM profile issue or Handset issue.
*If the SIM Card works in a different handset, then advise device will need to be checked. If it’s a receiving issue, ask the customer to ensure the “Don’t disturb mode” is turned off on their handset.
*If the SIM Card doesn’t work in another handset, then proceed as it could be a profile issue or coverage.

Deregister within NPT and advise the customer to power cycle the device and try again.
only*If the issue is resolved, then wrap and close.
*If the issue persists, then proceed.

Complete the Ticket Creator and advise the customer a member of our technical support team will contact you back with an update in 24 hours. (DATA Issue template)

 

Fully Tech trained Agents must follow the Mobile Tech Support Guides.

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I have an issue 4G/Wi-Fi Calling

*Please note all tariffs are compatible with Wi-Fi Calling.

Check the Support updates for outages within the location, a daily report is sent each morning.
Check Landscape and note down any Cell IDs if a ticket is required.

*If there is a known outage, advise the customer we are aware of an outage in their location and a possible SLA (Service Level Agreement) 3 to 5 working days.
*If there are no known outages, then proceed.

Check the customer is in a 3G Switch Off location.
*If they are in a 3G Switch Off location, advise that they would need a 4G Calling compatible device or they would need to change to 2G.
Knowledge Base for extra information on 3G Switch Off.
*If they are not in a 3G Switch Off location, then proceed.

If the subscription number in UFE Managed Component has NG Voice enabled and still can’t make 4G/Wi-Fi Calls
Ensure they have a compatible handset.
Ensure they have 4G/Wi-Fi calling enabled on the device.

If Wi-Fi Calling ask the customer to try airplane mode on the device, to identify if it’s jumping from normal network to Wi-Fi.
*If this works, then the customer can switch between modes to enable connection over Wi-Fi.
*If not proceed

PAYG = Check the customer’s credit and allowance to ensure they can make calls over 4G.
*If they don’t have credit and allowance, advise to top-up.
*If they have credit and allowance, then proceed.

Bill Pay = Check the customer’s allowance to ensure they can make calls over 4G and they are not in collections.
*If they don’t have allowance, advise add on or wait until next bill day for allowance to be available.
*If In Collections, advise on payment options to lift the collections status.
*If they have allowance, then proceed.

Check the customer’s account has NO data bars on UFE or NPT ((3G)NAM/(4G)ODB etc.).
*If there are any bars, remove if applicable (always advise if there is any cost associated with bar removal).
*If there are no bars, then proceed.

Ask the customer to try their SIM Card in a different Handset (if one is available), to determine if it’s a SIM profile issue or Handset issue.
*If the SIM Card works in a different handset, then advise device will need to be checked. If it’s a receiving issue, ask the customer to ensure the “Don’t disturb mode” is turned off on their handset.
*If the SIM Card doesn’t work in another handset, then proceed as it could be a profile issue or coverage.

Deregister within NPT and advise the customer to power cycle the device and try again.
*If the issue is resolved, then wrap and close.
*If the issue persists, then proceed.

Complete the Ticket Creator and advise the customer a member of our technical support team will contact you back with an update in 24 hours. (WI-FI Calling Issue template)

Fully Tech trained Agents must follow the Mobile Tech Support Guides.

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I have an issue while roaming

Please note: 4G when Roaming
Vodafone is working on delivering voice services over 4G (Voice over LTE) for customers when Roaming. If a customer is travelling in the US, they can connect to the AT&T and Verizon network for 4G voice services on certain devices (see section “2G/3G Network closures in USA” for more detail).
In other countries customers can continue to make and receive voice calls on 2G or 3G where available when Roaming. We will update customers when further voice over 4G services are available.

 

Check the Support updates for outages within the location, a daily report is sent each morning.
*If there is a known outage, advise the customer we are aware of an outage in their location and a possible SLA (Service Level Agreement) 3 to 5 working days.
*If there are no known outages, then proceed.

PAYG = Check the customer’s credit and allowance to ensure they can access Data.
*If they don’t have credit and allowance, advise to top-up.
*If they have credit and allowance, then proceed.

Bill Pay = Check the customer’s allowance to ensure they can access Data and they are not in collections.
*If they don’t have allowance, advise add on or wait until next bill day for allowance to be available.
*If In Collections, advise on payment options to lift the collections status.
*If they have allowance, then proceed.

Data only = Check the for spend cap notification on the customer’s subscription.
Check the customer’s account has NO roaming bars on UFE or NPT (OBR, HSS(allowed roaming) etc.).
Ensure data roaming is active on the device.


*If there are any DRN bars, advise how to remove via SMS (always advise if there is any cost associated with bar removal).
https://n.vodafone.ie/roaming/data-spend-caps.html
*If there are no bars, then proceed.

Data & Calls = Check the customer’s account has NO roaming bars on UFE or NPT (OBR, HSS(allowed roaming) etc.).
Ensure data roaming is active on the device.
If no network showing, ask the customer to manually search for one.

*If there are any bars, remove if applicable (always advise if there is any cost associated with bar removal).
*If there are no bars, then proceed.

Ask the customer to try their SIM Card in a different Handset (if one is available), to determine if it’s a SIM profile issue or Handset issue.
*If the SIM Card works in a different handset, then advise device will need to be checked. If it’s a receiving issue, ask the customer to ensure the “Don’t disturb mode” is turned off on their handset.
*If the SIM Card doesn’t work in another handset, then proceed as it could be a profile issue or coverage.

Deregister within NPT and advise the customer to power cycle the device and try again.
*If the issue is resolved, then wrap and close.
*If the issue persists, then proceed.

Complete the Ticket Creator and advise the customer a member of our technical support team will contact you back with an update in 24 hours. (Roaming Issue template)

Fully Tech trained Agents must follow the Mobile Tech Support Guides.

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Mobile Tech Support hours

*If it’s an ongoing coverage issue (as in no coverage in their home location) or blackspot location, then you can transfer to the Mobile Tech Team (Network Crew) to discuss resolution options outside a ticket.

*Warm Transfer only. (IW queue = DST)

Is it between 08:00 and 20:00 Monday - Friday or 9:00 and 18:00 Saturday - Sunday?
Within Tech Support hours = warm transfer via IW
Outside Tech Support hours = Case for call back *ensure to capture a working contact number.


Case Reason below for call back, please ensure to select the applicable reasons based on the query and complete the template when required.

Reason 1 Reason 2 Result 
 Tech Support Device   Select applicable option   Select applicable option 
 Tech Support Network   Select applicable option   Select applicable option 
 Tech Support Product  Select applicable option   Select applicable option 
 Tech Support Roaming   Select applicable option   Select applicable option 
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Consumer Call Conference requests

If a consumer customer asks about call conferencing, please advise this is only for Corporate customer and customer that have Business plans with call conferencing included.
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NG Voice APN profile in NPT

*For PAYG customers, 212 or 211 = VoLTE non-5G, 221 or 222 = VoLTE 5G

*For Bill Pay customers,111 or 112 = VoLTE non-5G, 121 or 122 = VoLTE 5G

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