Vodafone complaints

Ionarchus

I have spent hours talking to Vodafone about my Sure box not working. I am unable to get a signal. They blamed my internet provider and had me ring them to check the line,speeds, ports etc. I did and found everything ok. I got back to Vodafone and went through another routine of resetting the Sure box. No change. I tried to get in touch via their website which doesn't seem to have worked for ages. No success. I tried to complain and just went in circles. No e-mail facility! Chatline- no connecting point. Phone? No mobile signal. Landline- round in circles and automatic rubbish. So I have to use snail mail and write. Is the strategy that they make it so difficult you'll just give up?
I just long for June when I can find another provider.

mobilejunkie

Not at all. I believe they send customers round in increasing circles because they enjoy knowing it makes people increasingly unhappy; testing for sadism must be part of the recruitment process.

Vodafone

Hi Ionarchus,

I'm sorry to read about the difficulties you're currently having.

For further help with this, 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

Tangential

It has now been 15 weeks+ since I was able to get a 4G signal at my house.

I doubt that this a record for Vodafone incompetence - but it is rather exasperating.

How wide spread are the Vodafone 4G problems?

:cool: Tangential

gunsandbanjos

Vodafone are beyond incompetent, my mum has spent about 6 weeks trying to get them to sort a simple problem.

She's now written to the ombudsman as she's getting nowhere fast with them.

Vodafone

Hi Tangential,

I can appreciate your frustration.

Please be assured that everything is being to get things resolved as quickly as possible.

gunsandbanjos,

I'm sorry to see that your mum has experienced problems with us.

However, as the Ombudsman have taken her case she'll need to await the outcome of their investigation.

Kind regards,

Lee

Web Relations

Vodafone UK

Cloudane

Vodafone Complaints helped me out ok and I got what I wanted.

I'd say they didn't seem overly bothered about keeping me on the network though. Fair enough, makes sense as it was a pay as you go chip that I rarely used (it's for an emergency second mobile I keep in the car with a fiver on it for months on end, which will shortly bring me to the story) so I'm probably not seen as a big spender - and one that kicked up a fuss too, so probably a case of "more trouble than I'm worth" Though I do question only seeing the value of the one connection if that is the case - I bear various things in mind when my contracts come up and I consider the options, as well as choosing networks at work (I work in IT)

Basically the story is:
- Get Voda Payg SIM for a spare phone I keep in the car. People know the number, and it's quite good number as well.
- I forget to do a chargeable event after 180 days and my SIM is barred. My fault, I know the terms and conditions, that's the price I pay for choosing not to use a contract (it's an "emergency" mobile but not "critical emergency").. I hold my hands up and take responsibility for that.
- However, noticing that the SIM is still live and still receives incoming calls to that number, I come to the logical conclusion that it's only barred pending disconnection and not disconnected yet (number not reallocated elsewhere yet) and reasonable, flexible customer services would be able to lift the bar, tell me quite rightly that I should pay better attention to following the terms, and let me top up.
- Nope, hard luck sir, you must have gone past the 180-240 days, it's gone now, those are the terms, bye!
- I decide to make my thoughts known in the online complaint form, admit that I have no technical right to complain due to the ts&cs but that I will bear the rigid, scripted "computer says no" form of customer service in mind next time I'm picking a network, considering there was no technical reason it couldn't be done.
- Someone kindly phones me for a chat, he's still very clearly a computer-driven droid and can't flip the bit on my account that prevents me topping up and keeping the number alive, but he does give me a PAC so I can keep the number. Yay! Thank you! Job done. (Assuming it works).

A PAC, of course, can only be used to transfer from one provider to another. I don't really mind (Orange has pretty similar coverage here) but I thought it odd that I can even transfer the number elsewhere as a way of retaining it, but no-one at Vodafone knows how to revitalise a number that is in this "semi expired" limbo so the only thing they know is how to send me to another network :rotfl:

himxxxher

I had a Vodafone contract phone 07867 ****** which was coming to an end.
When I asked about upgrading Vodafone wanted £42pm plus a lump sum of £142.
I used mobile phones direct and purchased a 32gb iPhone 5s for £37pm on vodafone and no lump sum.

My new vodafone contract phone number is 07557 ******.

On 9th January at 9:12 I was told I could transfer my old number (07867 ******) to my new contract number (07557 ******) and was text PAC: VCNxxxxxx and told it would take 24 hrs, my phone was disconnected at this point. The next day I was told I should have been told 48 hrs. Then Saturday I was told that was all wrong and it would be 10 days. I was not happy to say the least as I was not receiving any of my phone calls and texts.

I then spoke to a lovely man john who said that the process had been done all wrong and that my number had been lost. He kept his word and my number was retrieved and my phone started receiving calls again on the 18th January. After another 10 days my phone transferred to pay as you go and I put in the new pay as u go sim.

I then requested a correct PAC code VUKxxxxxx which I finally got on 4th February.

My number has still not transferred, I have phoned that many times I've lost count, done 3 live chats, tweeted vodafone help, had two call backs and was told Friday it would be escalated and moved by today 11th February. It hasn't.

I have spent another 29 mins on my landline phone tonight only to be told it would be escalated again and is still open.

I have been more than patient I am disgusted with my treatment.

If you look at my mobile phone usage you can see how many hours, yes hours I have spent calling you. One call was 49 mins

I currently receive calls and text on 07867 ****** and have to make calls and send texts from 07557 ******, people do not know who I am half the time and I have to explain its because vodafone are incompetent and can't move a number from vodafone to vodafone.

Unbelievable in this technical world that you can't.

Your customer service is abysmal. If someone has an issue why on earth do you not nominate a person to sort it out across your many departments. Every time I call I have to tell them what's happened. There must be notes for them to read.

I get conflicting advise and updates every time I call.

Cloudane

A suggestion to Vodafone: here's the correct way to do it. I have a Giffgaff SIM which I picked up as a trial (and will now be porting this number to) and amazingly timed as it is, I just received an email saying "we're going to disconnect you in 48 hours, so if you keep this phone tucked away for emergencies, give it a nudge".

This is a MUCH better approach than just silently blocking it.

They also have a very clear page listing what you can do (some of them free) to keep the number alive: http://community.giffgaff.com/t5/Blog/Recycling-mobile-numbers-giffgaff/ba-p/8211666
They are also transparent about the reasons why they (and all networks) have to do this, which I find very helpful.

Vodafone

Hi himxxxher,

I'm sorry to read about the difficulties you're experiencing here.

If you'd like any help from me, 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?

Cloudane,

It's a shame to see that we weren't able to help you in regard to your query.

However, I'll feed your suggestion back.

Kind regards,

Lee

Web Relations

Vodafone UK