Why won't Vodafone let me top up my mobile? My phone is now useless as I can't make calls

Updated: 04:39 EST, 6 July 2017

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I have been denied access to my mobile phone since the beginning of the year. I am on pay-as-you-go and top up with vouchers, but in January I received a text saying I would get credit on my phone.

I didn't understand and wrote to Vodafone to say I did not want this.

Since then, I have been unable to make calls, my son has been unable to contact me and I have a message filling my screen saying: 'Emergency Only'.

Essential: What use is my mobile phone if it won't let me make calls?

We tried to ring Vodafone, but received only a garbled message we could not understand.

I later received a letter saying the firm couldn't discuss my complaint until I cleared security. I am terminally ill and need my phone for taxis, my GP and hospital.

J. M., Glasgow.

While Vodafone took some time to sort this out initially, it reacted extremely quickly when it became aware of your circumstances.

The problem turned out to be astonishingly simple to resolve. What a pity nobody realised this before sending you a letter asking for all sorts of security details.

Your phone simply required a manual reset. All you actually needed to do was turn it off and on again — which seems to be the answer to at least 90 per cent of problems involving technology.

Alternatively, you could have carried out a 'manual roam'. I've never heard of this, but apparently it means delving into the settings and searching for a network.

Unfortunately, you became confused by the letter from Vodafone, which merely confirmed your identity and was not a request for payment.

The network has now put credit on your phone and has registered your account, so it will be easier for you to speak to the right person if you need to discuss anything in the future.

ARE YOU PAYING OVER THE ODDS FOR YOUR MOBILE?

Chances are if you have stuck with the same network for a while you could be paying more than you need to.

This is particularly true if you have let your contract roll over after the fixed one or two year deal is up. Switching to a SIM-only deal if you don't need a new handset could save you a bundle.

There are heaps of networks out there to choose from, many of which could offer you better service, wider coverage, cheaper bills or a better handset.

It's easy to find out if you could pay less for your mobile or find a network that offers you more by running a quick comparison search.

Try This is Money's mobile phone comparisons service powered by our carefully chosen partner service Broadband choices

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