Bob1: Hello, you're chatting with Bob1, one of Vodafone's online customer service specialists. May I take your full name and mobile number please?
Mudskipper: (details provided)
Mudskipper: I'm having problems with the website. I cannot access my account information
Mudskipper: I get the following error:
Mudskipper: Error invoking portlet "UnbilledChargesInfo" ... (stack dump)
Bob1: I am sorry to hear that. Kindly close all the windows and try again.
Mudskipper: I have done that. I have been trying since 8am this morning.
Bob1: I see that you are using chrome. Kindly try using internet explorer/firefox.
Mudskipper: I'll try now
Bob1: Sure take your time.
Mudskipper: That is not working either.
Bob1: What error do you get?
Mudskipper: If I go to my vodafone /view and pay your bill it says 'your request could not be processed'
Mudskipper: If I then click view my bills, it gives me the sitemap page
Bob1: Let me check that. May I take your full name and mobile number please?
Mudskipper: (Details provided)
Mudskipper: I got the sim blocked as the phone has been stolen
Mudskipper: but I want to check whether any calls were made
Bob1: For verification purposes may I please take the date of birth, first line of address along with the post code?
Mudskipper: (Details provided)
Bob1: That matches our records! Thank you for verifying your details.
Bob1: Are you looking to make a payment Mudskipper?
Mudskipper: No (Grrrr) I would like to use the website to view my unbilled calls, but I get the error as described above
Bob1: You need not worry mudskipper. I have reset the account for you. Kindly wait for 30 minutes and I assure you wont face any issues.
Mudskipper: Thank you
Bob1: You are welcome. Thank you for your time and patience, it was a pleasure chatting with you. Have a nice day ahead mudskipper.
... 30 minutes later...
Bob2: Hello, you're chatting with Bob2, one of Vodafone's online customer service specialists. May I take your full name and mobile number please?
Mudskipper: (details provided)
Bob2: Hello, Good afternoon Mudskipper,
Bob2: How may I assist you today?
Mudskipper: I spoke to Bob1 earlier as I could not access my billing information on the website. He said it was fixed and I should wait half an hour, but it is still not working.
Bob2: I understand, May I ask what is the error you are getting while you try to login?
Mudskipper: I can log in, but when I try and view my bill it says 'your request can not be processed'
Bob2: I see, Would you like me to email a bill copy to you right now?
Mudskipper: I would like the unbilled calls - the phone has been stolen
Bob2: Oh, Im sorry to hear about that.
Bob2: Could you please let me know the first line of your address and post code along with your date of birth?
Mudskipper: (blah, blah)
Bob2: That matches our records! Thank you for verifying your details.
Bob2: And you can also check the unbilled usage on 44555,
Bob2: I will also send you a text of your usage.
Mudskipper: I don't have the phone, it has been stolen
Bob2: Oh, yes.
Bob2: That is true.
Bob2: Let me check your online account.
Mudskipper: thank you
Bob2: Would you also like a copy of your bill on your email address?
Mudskipper: I would like the unbilled calls
Mudskipper: I want to check whether the phone was used between being stolen and me cancelling the sim
Bob2: The information on unbilled calls will only be available on the website.
Mudskipper: Right - which is my original problem - the website is not working
Bob2: Sure, I am just checking that here.
Bob2: Is "Sorry – we’re making some changes to our site" this the error you are getting while trying to login?
Mudskipper: No I can log in
Bob2: I mean do you get that error once you login?
Mudskipper:I get 'your request could not be processed’ On the my account page it shows 'we can't find your details at the moment, please try again later'
Bob2: I understand, I will need to contact our technical team for that, May I take a couple of minutes to speak with them please
Bob2: That is correct! I am online with our technical team and they have confirmed you will get this error for sometime more as there is an upgrade happening on the website, They have also confirmed your online account is absolutely fine and in a perfect condition, Its just that we are installing some new features on the website due to which the online account does not show the information you are requesting, Most of the links have been disabled on the website now and all the links will be accessible once the update is installed on the website.
Bob2: Should not take more than an hour maximum.
Mudskipper: Thank you - I will try in an hour.
That was 6 hours ago, we’re now back to the stack dump....
Mudskipper: (details provided)
Mudskipper: I'm having problems with the website. I cannot access my account information
Mudskipper: I get the following error:
Mudskipper: Error invoking portlet "UnbilledChargesInfo" ... (stack dump)
Bob1: I am sorry to hear that. Kindly close all the windows and try again.
Mudskipper: I have done that. I have been trying since 8am this morning.
Bob1: I see that you are using chrome. Kindly try using internet explorer/firefox.
Mudskipper: I'll try now
Bob1: Sure take your time.
Mudskipper: That is not working either.
Bob1: What error do you get?
Mudskipper: If I go to my vodafone /view and pay your bill it says 'your request could not be processed'
Mudskipper: If I then click view my bills, it gives me the sitemap page
Bob1: Let me check that. May I take your full name and mobile number please?
Mudskipper: (Details provided)
Mudskipper: I got the sim blocked as the phone has been stolen
Mudskipper: but I want to check whether any calls were made
Bob1: For verification purposes may I please take the date of birth, first line of address along with the post code?
Mudskipper: (Details provided)
Bob1: That matches our records! Thank you for verifying your details.
Bob1: Are you looking to make a payment Mudskipper?
Mudskipper: No (Grrrr) I would like to use the website to view my unbilled calls, but I get the error as described above
Bob1: You need not worry mudskipper. I have reset the account for you. Kindly wait for 30 minutes and I assure you wont face any issues.
Mudskipper: Thank you
Bob1: You are welcome. Thank you for your time and patience, it was a pleasure chatting with you. Have a nice day ahead mudskipper.
... 30 minutes later...
Bob2: Hello, you're chatting with Bob2, one of Vodafone's online customer service specialists. May I take your full name and mobile number please?
Mudskipper: (details provided)
Bob2: Hello, Good afternoon Mudskipper,
Bob2: How may I assist you today?
Mudskipper: I spoke to Bob1 earlier as I could not access my billing information on the website. He said it was fixed and I should wait half an hour, but it is still not working.
Bob2: I understand, May I ask what is the error you are getting while you try to login?
Mudskipper: I can log in, but when I try and view my bill it says 'your request can not be processed'
Bob2: I see, Would you like me to email a bill copy to you right now?
Mudskipper: I would like the unbilled calls - the phone has been stolen
Bob2: Oh, Im sorry to hear about that.
Bob2: Could you please let me know the first line of your address and post code along with your date of birth?
Mudskipper: (blah, blah)
Bob2: That matches our records! Thank you for verifying your details.
Bob2: And you can also check the unbilled usage on 44555,
Bob2: I will also send you a text of your usage.
Mudskipper: I don't have the phone, it has been stolen
Bob2: Oh, yes.
Bob2: That is true.
Bob2: Let me check your online account.
Mudskipper: thank you
Bob2: Would you also like a copy of your bill on your email address?
Mudskipper: I would like the unbilled calls
Mudskipper: I want to check whether the phone was used between being stolen and me cancelling the sim
Bob2: The information on unbilled calls will only be available on the website.
Mudskipper: Right - which is my original problem - the website is not working
Bob2: Sure, I am just checking that here.
Bob2: Is "Sorry – we’re making some changes to our site" this the error you are getting while trying to login?
Mudskipper: No I can log in
Bob2: I mean do you get that error once you login?
Mudskipper:I get 'your request could not be processed’ On the my account page it shows 'we can't find your details at the moment, please try again later'
Bob2: I understand, I will need to contact our technical team for that, May I take a couple of minutes to speak with them please
Bob2: That is correct! I am online with our technical team and they have confirmed you will get this error for sometime more as there is an upgrade happening on the website, They have also confirmed your online account is absolutely fine and in a perfect condition, Its just that we are installing some new features on the website due to which the online account does not show the information you are requesting, Most of the links have been disabled on the website now and all the links will be accessible once the update is installed on the website.
Bob2: Should not take more than an hour maximum.
Mudskipper: Thank you - I will try in an hour.
That was 6 hours ago, we’re now back to the stack dump....
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