Roaming

<p>I sent this complaint to Vodacom on 20/03/2017: On 6/3/2017 at around 10h00 I called Vodacom Customer Care line and spoke to George. I explained that I wanted my phone open for roaming. He informed me that I can sms the words ‘Roam On’ to the number 123 an hour before I leave and then the roaming function will be activated. At 19h58 I sent the sms, as per George’s instructions, only to be informed that the service is no longer available and that I should send an sms to 31050. I received an sms back to inform me that the sms failed. I then called your customer care line. It took 35 minutes before my roaming function was activated and only minutes before I had to board the aeroplane. </p> <p>They responded: </p> <p>As per our telephonic interaction, I advised that some of our clients could not use the self help service for sms roaming in the beginning of this month.</p> <p> </p> <p>Please note that when activating sms roaming, you must send ROAMON to 123.</p> <p>I would like to take this opportunity to express our sincerest apologies for any inconvenience that you may have experienced and thank you for the time and effort taken to voice your concerns to our department.</p> <p>It is with the co-operation of valued clients such as yourself that we are able to identify any possible improvement areas within our organization. </p> <p>I asked: Why were we told to sms 31050 to activate our roaming? Which number is correct, 123 or 31050? How should we proceed to activate the roaming service in future?</p> <p>They responded: To activate sms roaming, you need to send ROAMON to 123 and not 31050, alternatively you may contact the call centre.</p> <p>I responded: </p> <p>I have just sent an sms to 123 with the word ROAMON. You are sorely mistaken if you think it works. See the screenshot I took of the response I received.</p> <p>Please get someone to assist me with the correct information.</p> <p> </p> <p>Since then I have had no response. The problem persists. No-one at Vodacom seems to know how you should activate the roaming service on your phone. You get conflicting information from their staff. Since they don't know how to deal with the problem, they choose to ignore it.</p> <p> </p> <p> </p>