Vodafone Has Cancelled My Mobile Service without My Consent and I Lost My Number

Hi,

I just found out this week that Vodafone has cancelled my mobile service without my consent. As a result, I lost my mobile number. I only found out when I called them up to enquire if I need a new sim card when they switch off the 2G network.

I had signed up with them under "No Plans" post-pay more than 10 years ago. It is a backup number and I had never made outgoing calls on it during the 10 years. It was not a condition to make outgoing calls to keep the service active. Prior to joining no-plans, I had used other paid service to keep the number active.

I am wondering if there is a way to recover my mobile number, as the number is similar to my main number and it means something to me. I already exhausted their internal complaints / escalation process.

If number recovery is not possible, is there a reasonable chance to get compensation?

Thanks

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Comments

  • If number recovery is not possible, is there a reasonable chance to get compensation?

    no and you're dreaming

  • https://www.tio.com.au

    Ask them. Worth a phone call to the right people, not a post here.

    Good Luck.

  • Do you have the CIS for that plan? Were there any conditions to keep the number active that you failed to follow? If you can provide more details about the specific plan that might help us.

  • I have the same plan, a while ago they sent me an email like this:

    Hi,
    We were cleaning up our system and noticed you haven't used your Vodafone service for more than six months now.
    61XXXXXXXXX
    While you're not being charged for it, we were wondering if you still wanted to keep it. If you do, that's great – just give us a call on 1300 551 198.
    If we don't hear from you by [INSERT DATE], we'll remove the inactive service from your account. Don't worry, there's no charge for this and any other services you have with us will stay the same.
    Thanks

    You would've got the same and perhaps ignored it? Worth searching your inbox for it to see how long ago it was.

  • Compensation? What loss have you suffered?

  • Mate, they'll compensate in the millions, just lawyer up.

  • You gone be rich now boy

  • @forumninja
    I got that Email a long time ago, and I had called them, telling them I want it active. They kept it active until they cancelled it last year.

    Then they told me they send the same last year, but only this time send via sms only. So I didn't get it as the phone wasn't on.

    @realfancyman
    The plan details:
    https://web.archive.org/web/20021004062649/http://www.vodafo...

    I am not sure how to attach the brochure in the post.

    @chumlee
    The cost to keep it active before loosing it at the very least.

    • I got that Email a long time ago, and I had called them, telling them I want it active. They kept it active until they cancelled it last year.

      Then they told me they send the same last year, but only this time send via sms only. So I didn't get it as the phone wasn't on.

      They did their bit to inform you…

      Now depending on when they told you it was deactivated it might not have been put back into the pool yet so it'd be a question of calling Vodafone and speaking to the right person.

  • what did the TIO say?

  • I hadn't yet gone to TIO, I am still digging out whatever paperwork I got left back then. I will in the coming few days.

    Anyone know how to approach the right person to speak to at Vodafone? The number I called was 1300 551 198. I also went to their FB social team. All options appears to be exhausted with them.

  • How long has it been since they cancelled your service? You might still be able to port that number to another telco if it hasn't been that long.

  • They said they cancelled it in September last year. Just outside the 6 months period. I tried calling and it says "the number you have called is not connected, please check the number before calling again". So there is a good chance it is available.

    They refused to help me further. They said "We won't be able to restore the service, so if you feel you need to contact the TIO about the issue, you'll need to quote the complaint reference xxxxxx"

    • The TIO complaint process might take months (depending how quickly you can get to someone within VF who can offer you an acceptable resolution) so do start ASAP. Obviously, the longer you wait, the higher the chance that that number might get reassigned.

  • You could keep calling the number and if someone picks up explain that you want the number and you'll pay them $X to let you take over their plan or whatever.

    • I think the number is still available. When I called today, it says "the number you have called is not connected, please check the number before calling again".

      The question is how to get it back. Vodafone refused to help me further.

      • What prefix is it? (Ie 04XX). Sometimes carriers can get their numbers out of quarantine when it is disconnected in error.

        • Starts with 0408. I suspect it might gone back to Telstra for reallocation. Their web chat team aren't able to help me.

        • @kennyboi:

          Another thought. Perhaps you could ring around all the other telcos in case the number has already been allocated to them.

        • @kennyboi: 0408 was originally Telstra's range, the original holder might have ported it to Vodaphone or they got a block of numbers off Telstra.

          It'll go into quarantine (as kipps mentioned) but that only lasts for 6 months (occasionally 12), so it might be available. Carriers usually have no problem giving people their old number back. You might need to call Telstra.

          Check here: https://www.thenumberingsystem.com.au/#/number-register/sear... for its current status and who it was allocated to.

          Phone nerds might care to note the 'download' button at the right of that page.

        • Thanks for the info guys.

          After speaking with Telstra, I was told the number has been allocated to a prepaid sim card. It has not yet been activated, so it can be on the shelf at a Telstra shop anywhere in Australia. So, I guess that's it. =(