Prepay data package is no longer activated monthly

Smartfonfan · Apr 26, 2021

Prepay data package is no longer activated monthly

I haven’t had any mobile data with my prepay number for 2 weeks. Monthly data package renewal is switched on in the cockpit. Turning it on and off multiple times doesn’t change anything. The data has been debited from the credit, in the cockpit it says "Data on hold.

So no mobile data, no SBB ticket, no Fairtiq, etc.

Called the hotline 3 times, it was confirmed that the ticket had been created, a problem was also identified, I had to wait for a confirmation SMS that announced the solution.

Nothing happens, a solution has to be found, public transport is unreasonable, WhatsApp and Co are also dead.

WalterB · Apr 26, 2021

@Smartfonfan

Some people have problems with Prepay and at the moment the only solution is to wait. Here in the community we are customers like you and me and can’t do anything ourselves.

HHiopliche34 · Apr 26, 2021

We as customers and members of this community are important to call the problems by name. Saying nothing, not accepting it, sitting it out doesn’t fit with our democratic habits.

Otherwise this forum would also have to be abolished.

Werner · Apr 26, 2021

I also believe that the current prepaid problems (probably caused by the migration from the old to the new prepaid platform in the Swisscom backend) are currently receiving too little attention.

What would certainly be helpful from Swisscom for all customers:

- an official statement with a brief description of the current situation of prepaid platforms

- Information about migration-related problems that may arise in “accumulated” individual cases among affected customers

- Instructions for customers on what they should specifically try or do if one of the current prepaid problems occurs

@ThomasS: If possible and sensible, forward the information request to the person responsible for the prepaid platform?

P.S.: My own prepaid problem (bought, paid for, but forever waiting data package) was solved with a total of 3 calls to the hotline within 2 days…

In the end, it was actually a great service from a very specific supporter, including reimbursement of the daily flat rates that were overpaid due to the Swisscom error, but actually you shouldn’t have to solve every prepaid problem that is currently occurring frequently individually and with the involvement of the second level.

WalterB · Apr 26, 2021

@Smartfonfan @Hiopliche34

There have already been some discussions and answers at the link below.

[https://community.swisscom.ch/t5/Prepaid/Neues-Prepaid-paket-quot-inOne-mobile-prepaid-go-quot/m-p/665553#M153] (https://community.swisscom.ch/t5/Prepaid/Neues-Prepaid-paket-quot-inOne-mobile-prepaid-go-quot/m-p/665553#M153)

Smartfonfan · Apr 29, 2021

Update:

Today, Thursday, a call from a Swisscom employee. Extremely nice, professional and goal-oriented. After turning the phone down and up x times, turning X settings on and off, it suddenly worked again. But admitted that new IT platforms are being put into operation, but no word on whether that could be the reason.

Conclusion: excellent contact, very well trained man, problem solved (so far). Agree with Werner, Super User, sign all the points he raised, communication could be improved.

When asked about this board with similar experiences, the answer was: beyond my knowledge.

Conclusion: 3 calls, 2 emails - it works again, uffff…

Werner · Jun 6, 2021

Unfortunately, I’m already in the third round of troubleshooting prepaid numbers that have already been migrated and those that haven’t yet been migrated.

Exists a total of 5 prepaid numbers (3 of which have already been migrated, 2 of which have not yet been migrated), current error status:

- 1 number has disappeared from Kundencenter and can no longer be added

- With 2 numbers it is currently no longer possible to exchange the old SIM cards for Nano-SIM

The hotline, which is completely overwhelmed when it comes to migration issues, refuses any concrete support and always sends you to a Swisscom shop because they don’t want to do anything without checking your ID anyway.

Last Friday I was actually in a Swisscom shop.

After lengthy consultation with 3 employees, it was decided to give me a nano SIM to replace one of my 5 mobile numbers.

Unfortunately, I didn’t check the result immediately on site, because the result of the work in the shop is now:

- CHF 40 was debited from the mobile number on which I needed a nano-SIM without any information from the shop employees

- The new nano-SIM was mapped to the wrong mobile number and “shot” an existing nano-SIM including mobile ID.

- But I still don’t have a nano SIM for the mobile number that I really needed

As a last attempt to somehow solve my current prepaid problems, I recorded the whole matter on the official Swisscom contact form yesterday evening and submitted it online.

Today I actually received an email response to this, which to be honest didn’t even surprise me:

"You contacted us about your prepaid numbers, thank you for your message.

I would like to sincerely apologize to you for the Swisscom Shop’s actions.

Please call us on the freephone number 0800 800 800 so that we can resolve your issue with you.

We look forward to your call and wish you a nice Sunday."

So Swisscom recommends that I go back to field 1.

Since I have already had to learn several times that the hotline will only recommend visiting the Swisscom shop again, the topic of Swisscom prepaids is now definitely over for me personally:

- I will simply let all prepaids expire and then throw away the SIM cards

- I will never buy new prepaids from Swisscom again

- Since I really still rely on the existing telephone number, the next time a problem arises I will immediately have the number ported to another provider