Vodafone complaints

Vodafone · 3 January 2014 at 10:19AM

BlueBox wrote: »

I filled one theses forms on voda eforum with same code got a reply after couple of days. That you aware of issue in my area and doing your best to fix it in mean time i should use 2G

There’s currently a fault logged for your local site (22014) this was confirmed by your tech team on 12/12/13

Hi BlueBox,

Thanks for coming back to me.

I've just checked this and can see that the fault was initially logged on 6 December and confirmed as resolved on 20 December.

As you're still experiencing difficulties I've chased things up for you.

Once I have further news I'll let you know.

JEN wrote: »

Hi Lee,

I have emailed you regarding the long term problem I have been having with Vodafone. I'm hoping this case can be resolved as I have had enough of calling/visiting store/e chatting/emailing Vodafone wasting hours of my life trying to resolve my problem with no real end or support

Many thanks
Jen

Hi Jen,

I'm sorry to see that things remain unresolved for you.

I've received your most recent email and will get back to you as soon as possible.

Kind regards,

Lee

Web Relations

Vodafone UK

BlueBox · 5 January 2014 at 12:38PM

I am sorry but nothing was resolved on 20 December and i was told by your tech team that issue is still being looked into like the rest of your customers on eforum i looking at day when happy leave your crappy service we going into 6weeks no 3G and calls drpping and no network signal

fuming_frog · 5 January 2014 at 2:10PM

Vodafone let us down in November, no signal for 4 or 5 days, and what was the excuse?
The mast had gone down. Today, same, no signal, guess what the mast is down! and the weather was bad, but no idea when the system would be back up.
I have to have my mobile with me to go out for health reasons, in case I feel unwell and have to call a taxi. Not Vodafone's fault, but when I explained this to them and asked to terminate my contract as they were not providing the service I pay for, I was told I could only do so if I paid the remainder of the contract. I am an OAP and cannot afford to do so and also pay for another contract somewhere else. Meanwhile, I can only go out if I get a taxi as I cannot risk the walk to the shop without my mobile.
Their advisors are either robots who tell you over and over to take your sim in and out no matter what the problem is, or they are just brainless, arrogant, rude and unfriendly and seem to think I should be satisfied with the fact that I will not be charged for the period when their network is down,. Really, and what about refunding me the taxis I have to use because of their inadequacy?
I asked them to unlock my mobile to allw me to use another sim but that would take several days and cost me £25 because they cannot find any trace of the mobile I am using even though it was bought on line from them 2 years ago and is obviously theirs as it can only take vodafone sims.
I then asked them to stop my direct debit so that I would only pay if service was restored but that would cost me extra charges as it would disrupt their system.
Is it not ever so slightly one-sided that they can impose charges or even cut me off if I was late paying my bills but I have no way of imposing any penalty onto them if they don't fulfill their part of the contract?
I even wrote to their CEO in london about it and NOT EVEN A REPLY
Nice company! maybe instead of wasting money on fancy headquarters and useless websites with complaints forms (supposedly going straight to the boss but actually getting answered by another customer advisor) they should invest in a consumer care course for their staff including managers CEOs and other "important" people

BlueBox · 5 January 2014 at 7:47PM

Today i had call from customer advisor told him the issue i was having and told him was not happy. been a loyal customer for so many years. so he went to speak to his manager came back and said they give me £20 off line rental this month and instead of my contract finishing in May 2014 i can request a PAC Code on 19/02/14 so they knocked 2 months off. also got a email to confirm all this Very Happy now

Vodafone · 7 January 2014 at 1:57PM

Hi BlueBox,

Thanks for returning to the thread.

Rest assured that I'll update you once I have more information.

fuming frog,

Thanks for making me aware of your concerns.

For further help with network related issues I'd recommend following the troubleshooting steps on our eForum which have been linked to here.

To enable me to get your unlocking code request looked into further, could you email me with your details via the link in our profile here?

All you need to do is copy and paste the link into your web browser and it'll take you to the Contact us form on our website. To make sure it reaches me could you also quote the code WRT135 - MSE in the subject line?

Once sent you'll receive an automated reply with a reference number. So I can make sure I've got it could you update the thread with this and I'll get back to you as soon as possible?

Kind regards,

Lee

Web Relations

Vodafone UK

lc92 · 7 January 2014 at 8:55PM

hi my husband has been trying to cancel his 2 year contract with Vodafone as his contract according to the paper work expired on 28th November each time he phones they tell him he has to give 30 days notice which he gave on3 Jan2014, again on the 4th Jan and when we phoned again as requested by Vodafone on the 7th jan it was still not cancelled each time he phones the original 30 days is getting longer so they then can bill us for more money very disappointed with the service and staff I myself have a rolling contract with them and I am thinking of cancelling that if this issue is not resolved promptly

Tangential · 7 January 2014 at 10:06PM

I have a 4G contract with 12Gb of data / month.

Since October I have not been able to get any 4G signal at home or near to where I live.

For the two months prior to this I had an excellent signal - I also had a 3 month data trial (i.e. unlimited 4G data) which was very handy because after moving house to my current location I had problems getting home broadband - so the 4G was great and I used about 65 GB of 4G data in 2 months. I mention this to show that i have previously had excellent reception at home.

I have contacted Vodafone and spent ages on the phone to tech support. I have posted on the eforum and provided my home post code etc and been given reference numbers etc. Have followed the suggested / pointless network troubleshooting links etc

Bottom line is Vodafone will not tell me what the problem is (other than the obvious 4G network problem in my location), will not tell me what they are doing to fix it or give me any timescales at all. In essence they are saying you will know it is fixed when you have 4G back.

This is really unacceptable - is anyone else having similar issues in Hemel Hempstead?

Vodafone · 8 January 2014 at 1:55PM

Hi BlueBox,

As promised, I'm just returning to the thread with an update.

I've received confirmation that the fault with site 22014 is now resolved.

Could you confirm that this is the case for you?

lj92,

I'm sorry to read about the difficulties which you husband is experiencing.

To enable me to help him further, could you ask him to email me with your details via the link in our profile here?

All he'll need to do is copy and paste the link into his web browser and it'll take him to the Contact us form on our website. To make sure it reaches me could he also quote the code WRT135 - MSE in the subject line?

Once sent he'll receive an automated reply with a reference number. So I can make sure I've got it could you update the thread with this and I'll get back to him as soon as possible?

Tangential,

Having located your thread on our eForum I can see that my colleagues on there have replied to you.

I can appreciate your frustration with this but rest assured that everything is being done to restore normal service in your area as soon as possible.

Kind regards,

Lee

Web Relations

Vodafone UK

5stardan · 12 January 2014 at 8:03PM

Reference: 51234567

Having had absolutely no luck on the vodafone forums and after being given completely conflicting and inadequate advice via phone and live chat, I am now having to resort to trying to get my issue solved on MSE

I previously had a rolling contract with Vodafone. I then bought a new phone and 24 month contract through a 3rd party retailer (mobile phones direct). When the phone arrived, I realised that this was not an upgrade and that I would not be able to keep my existing number. This was confirmed to me by members on the Vodafone forum and also by an in-store rep who explained about porting to PAYG etc and so I decided against this and was happy to keep my new number

I then spoke to someone on 191 who told me that to cancel my rolling contract, I would have to give 30 days written notice via letter and that this was my only option. I checked this out on the forums and was told that this was false information and that I could cancel immediately via live chat

So I went onto live chat and my old rolling contract was indeed terminated (as far as I know). The live chat agent then offered to transfer my old number across to my new price plan. I told her that I had been informed that this was impossible but she assured me repeatedly that it could be done. So I gladly accepted her offer.

Of course, it was not possible. The sim which came with my new phone was cut off and the number was not transferred. So I got in touch with customer services through the forum. I then received a phone call from India telling me that I would be sent a new micro sim in the post and that my old number would be transferred to it once I gave them the sim number. I once again protested that I had been told this was not possible but I was assured repeatedly that it would happen.

My new sim arrived in the post and I immediately gave the 20 digit number to be activated via email, as advised by the Indian agent. This morning, I received an email confirming the sim activation. My old sim/phone has now cut off and my new phone still has no signal of any kind. I am lost.

The level of service I have received is diabolical. Why am I being given completely conflicting advice by different Vodafone staff? Why do these customer service agents seemingly have no idea how the process works?

All I want is a working phone. I don't care about keeping my old number anymore and as far as I know, this is basically impossible anyway. I am paying for a service I am unable to use. I am, in truth, absolutely gutted that I now have to spend the next 2 years tied to this company and its pathetic levels of customer service. I will be taking my complaint over this issue to the highest level if it is not resolved soon

Please can someone from Vodafone finally resolve this issue for me without passing me on to yet another inept customer service agent?

mobilejunkie · 12 January 2014 at 8:53PM

If you follow the advice given a thousand times in this thread
they might. Otherwise whistle Dixie. .

Vodafone complaints

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