Sign up error failed to identify identity /credit check!

Hello,

I was trying to sign up to the new Vodafone FTTC package via broadbandchoices with the £100 voucher gift card.

I have done several attempts on all 3 of our different accounts. My mum and dad both have Barclays and it fails the Credit Check history despite having excellent credit scores.

It is quite unusual to see such failure, this is the first time this has happened.

So after a few attempts we gave up. And then tried again this time with my mum's account. Again it showed credit check failure when trying to submit the order.

Finally for the benefit of the doubt I have tried to do this on my behalf and I have HSBC bank account.

This time in my situation instead of credit check error in checkout it will show as something along the Error failed to identify identity.

I spoke to Vodafone Live Support chat and they say this can only be done by a telephone call. But the problem with this is that the Broadband Choices /Compare The Market £100 voucher giveaway offer will not get through.

Has anyone else had this problem or at all had any success signing up using the normal online sign up procedure? My contract with Plusnet ADSL will end in January 22 and I was looking to sign up to Vodafone FTTC as this seems to be the most attractive offer from all ISP offers.

Is this failure occurring due to the £100 Gift? We are starting to think that this may be a trap to lure customers into signing up via telephone calling instead so people get denied the £100 offer.

I have found this experience an extremely frustrating one. We have tried yesterday and today and on all occasions we have had no success completing the order checkout.

Most likely the credit check gateway which VF uses isn't working properly (either in the VF or the providers side), and the VF sign is defaulting to a fail safe of "its not working, so better not allow the signup to proceed".

Granted that isn't very handy to those with good credit, but saves issues for those who might have financial issues.

Given we are in the "hole" between Christmas and New Year, give it a few days (more of the technical staff are probably back tomorrow) and if the issue is platform wide I am sure it will get their attention pretty quickly, as no new customers is never a good thing!!

IMHO Plusnet support is a bit better than Vodafone's. You could contact Plusnet retentions and ask if you could be treated as a new customer as by changing to FTTC you would be moving to a new service.

The Plusnet FTTC I have at the moment was marginally cheaper than what Vodafone would have charged had I stayed with them.

Many thanks. I could perhaps try and do that. Their £70 cashback is for new customers only that's why I was hesitant to sign up.

I saw Vodafone at £23 a month with £100 voucher the equivalence of £17.44 a month if you factor in the £100 for the 18 months.

While Plusnet is £24.99 a month. 2 pounds more expensive than Vodafone.

I also just found out TalkTalk Uswitch exclusive are offering £21.95 for 18 months. Router also supports gigabit Ethernet ports.

Obviously if I can't redeem the £100 voucher through the normal sign up then I have no desire to sign up with Vodafone even via telephone calling. I also saw that the Vodafone price may be subject to change during contract something that's not the case with TalkTalk. But I still wasn't too concerned about it as long as the £100 voucher worked then maybe overall it may have been cheaper.

The new latest Vodafone Vox 3 router also attracted me. I thought this was going to be a straight forward signing process avoiding the hassle of trying to haggle Plusnet for a cheaper offer.

Its worth bearing in mind when I had a Three credit check fail it then flagged me on their system, so further credit checks all failed by default without even bothering to do a REAL check (presumably as they pay the credit agency per check).

I had to call them so they could remove the flag on their system to allow the credit check to actually go through.

I wonder if you are now stuck in a similar situation?

Edited by alexatkin (Thu 02-Jan-20 01:31:54)

In reply to a post by alexatkin:

Its worth bearing in mind when I had a Three credit check fail it then flagged me on their system, so further credit checks all failed by default without even bothering to do a REAL check (presumably as they pay the credit agency per check).

I had to call them so they could remove the flag on their system to allow the credit check to actually go through.

I wonder if you are now stuck in a similar situation?

Well my dad does have Three monthly contract. However, my mum is on 3 Pay as you Go. Credit check to fail on both is unlikely.

I am also on 3 PAYG. But in my case whatever I do, this is the error I get!


We�re sorry, but we can�t place your order at this time.

We were unable to verify your identity, but if you believe this is an error, please try to checkout again and amend your details.

This is just stupid. I think Vodafone are losing subscribers, no wonder they have only 667,000 subscribers.

It seems to be rocket science to try and subscribe to their package. This problem does not occur with any of our other providers. We had Sky previously that does credit checks when subscribing. I'm pretty certain this problem won't happen with them.

It is a unique problem with Vodafone. Either they or the system deliberately does not want you to get the £100 voucher!

Edit: after further attempt this is now what I get. Regrettably, your order was unsuccessful

Your order has not been placed and no payment has been taken because your credit check failed. Learn more about our credit check process.
More options...

It's absolutely impossible to fail even on my HSBC account. This time I tried with different email address and selecting PC World voucher as an experiment. It fails on that as well.

This is just criminal. Bet they have wasted the time of many users who tried and failed every time.

Edited by BLaZiNgSPEED (Sat 04-Jan-20 06:07:19)

Are you on the electoral role at that property? If not, that might be your issue (for yourself).

With the amount of times you have appeared to have tried to sign up your IP address could also have been possibly flagged as �suspicious� and this could also be leading to future failures.

Of-course I am! This property is a leaseholders that I've had since 1992.

And we are in the electoral as we even had polling cards to vote for the recent general election.

I spoke to live support they told me that the credit check will be uplifted in April the 3rd. And that I will have to call them to find out the reason.

But of-course it is of no use to me to be able to sign up in April as I will not stay with ADSL till then. My only option is to join a different ISP.

Not to mention Vodafone automatically created accounts in our names without successfully checking out. I told them to delete them and they should be deleted within 48-72 hours.

I think many people are having problems signing up, hence for the cheap package at £23. Over the years I've signed up to many ISPs but this is the first time we've had problems signing up.

Plus why is there even a need for credit check, it is not like I am requesting a loan! Everyone even with the worst of credit checks will be able to afford £23 a month. Vodafone are losing a ton of customers due to their problematic sign up procedure.

Something tells me that they do not want to give the £100 voucher so the link has been technically created to fail you every time. It is there as a self advertisement so that it attracts customers to sign up to Vodafone even without the voucher.

Talk about attitude problem. Like you say just go to another company, simple.

Is this based on any evidence or just conspiracy theories?

It is clear that Vodafone do not want your business.

With a free market you are free do business with anyone you choose (as long as both parties agree), and they can choose who they want to do business with. Their business, their terms.

In reply to a post by BLaZiNgSPEED:

I think many people are having problems signing up, hence for the cheap package at £23. Over the years I've signed up to many ISPs but this is the first time we've had problems signing up.

Plus why is there even a need for credit check, it is not like I am requesting a loan! Everyone even with the worst of credit checks will be able to afford £23 a month. Vodafone are losing a ton of customers due to their problematic sign up procedure.

Something tells me that they do not want to give the £100 voucher so the link has been technically created to fail you every time. It is there as a self advertisement so that it attracts customers to sign up to Vodafone even without the voucher.