Vodafone complaints

atro1

Cheers Lee.

soph605

I would like to make you aware of the terrible welcome journey I have had to Vodafone. I left Orange after 8years to move to Vodafone. I received my phone on the 16th December, and for some reason it is STILL not working correctly. I have encountered SO many issues along the way.

27th November – order my phone
4th December – ring up to see where the order was, there has been an issue please can you re-order so I did.
16th December – I received my phone
18th December – I call Vodafone to ask why it is not working and when I can expect it to work as the sim is not registering
19th December - Visit the shop and call up the helpdesk. Again your helpdesk is very unhelpful as it constantly asks you to type in a number – I did not have a number so was hung up on several times!! Promised it should be working by Monday
22nd December – phone was still working – was told another 24hours and then it should be set up
23rd December – called several times as it was still not working and was hungup on by your agents twice! However the last agent did promise me a FULL free month line rental to make up for the issue.
26th December – Call again, and after the call it is working. Was told I should register my PAK code from Orange on Monday due to no more portings happening until then.
29th December – register my PAK code from orange, my orange phone stops working. Was told to leave my phone off all day on the 30th and it would be working at 4pm, and if not 4pm but 8pm. Also I was told I would not be charged for the next bill – the next bill only being less than half a months’ worth, and I would receive no more compensation, even though on the 23rd I was promised a full month.
30th December – left my phone off all day – come 8pm it is not working.
31st December– called to ask why my number has not been ported and is not useable, was told I would have to wait until Friday 2nd and then it should work
2nd January – called again as still not working, told that there was actually an issue on 30th, this was not bought to my attention on 31st when I called, however this they are no requesting the porting of the number, and I should leave the phone off all day Monday 5th.
5th January – left my phone off until gone 8pm. At around 8:30 I realise I can call others and my imported number will work HOWEVER I cannot text and no one can text me or call me
6th January – called again to ask was told that the number had part ported and that it should take another 48hours to transfer over completely
8th January – still not working after 48hours, was told this had been escalated yet again and was promised she to be called back on the 9th.
9th January – no call back – I call again, was told that the call on the 6th counted for nothing, and the porting process did not begin again until the 8th and it would take until the 13th/14th until I had a fully functioning phone
13th January – still not working and I am charged £40+ for you services I HAVE NOT HAD A NUMBER FOR OVER 2 WEEKS!! I call up and am told the number should be fully imported and fully working. It is not! Told to wait another 48hours. Was refunded the 40+ money.
14th January – told it would be working by 2pm – it was not. Spoke to a technically team who said they have escalated via email – when I asked if they could call and speak to them directly I received the answer, they do not have phone in that team and as they are in a different country he is unable to call them.

The currently still not working, and I have no belief it will work anytime soon, as Vodafone seem to be full of empty promises. I feel as if my complaint isn’t being taken seriously.

mobilejunkie

Nah, really?? Welcome to Vodafone.

Contact the Web Relations Team as per the hundreds of instructions on the numerous complaints threads on here. They are the only ones likely to care or do anything to help. Unless you feel lucky?

Meezursrule

I previously had an o2 phone and found that the signal in my home was practically non-existent. I therefore looked for another provider and checked the signal for my postcode on the online signal coverage checker. I also went to Carphone Warehouse and asked them to check it for me. Both checks came back with 'excellent signal'.

When I got the phone in Sept I did not try the phone immediately as I went on holiday. On my return at the end of Sept I discovered that there was practically no signal at all from my home and it was impossible to make or receive calls. I telephoned (via landline) on three occassions between late Sept 14 and Dec 14 and was promised a new SIM card each time. On the third occassion one was sent out.

The new SIM was partially successful - I can make some calls from my phone from home but the reception is crackly and it is difficult to make out what the person is saying. There are also occassions when it comes up with 'service not registered' or '999 emergency calls only' when I try to make a call.

My adult son lives some distance away and has mental health problems - he needs to be able to reliably contact me and this was the reason why I took out the contract with Vodafone. Even though the new SIM card has improved matters, the service is still not reliable.

I contacted customer services about around the first week of Jan 15 and was told that a credit for £39 would be processed and I would receive a call back from a manager - I received neither though I did get a text message saying the £39 was being processed.

I contacted customer services on Friday 9/1/15 and was told that I would get a call back from a manager with 72 hours and a refund of £156 for Sept, Oct, Nov and Dec 14 would be processed - I received neither.

I telephoned today (14/1/15) and spoke to a gentleman who identified himself as Riyazz (Accounts and Billing Team Leader) who took details of the problems, and promised he would email the Leakage Department to ask them to look quickly at the £156 refund and he also said that once that was processed, I could be considered for a free Sure Signal box.

Given how long it took to get a replacement SIM, and the fact that promised call backs are never made, I'm not at all confident about getting either the promised refund or getting a Sure Signal box. And even if I do, will it work??

Anyone got any tips on how I can get a resolution to this issue before the end of Jan? Getting very fed up of ringing and listening to platitudes but getting nothing concrete.

mobilejunkie

Stop keep wasting your time calling them and getting the usual runaround and read this thread as to how to contact the WRT. The advice is always the same and repeated on here hundreds of times.

Vodafone

Hi soph605 and Meezursrule,

So I can help you further, email me via the contact details provided in post 2902 above.

Kind regards,

Lee

Social Media Comms

Vodafone UK

unhappyvodacust

Lee

I have just checked my bank account the £50 good will gesture has been credidted.
the refund of £150 - still not showing 15 days and counting

i am at the end of my tether please HELP!!!!!!!

Vodafone

Hi unhappyvodacust,

Thanks for the update.

I'll get back to you later today.

Kind regards,

Lee

Social Media Comms

Vodafone UK

vaselinequeen

Quick update - Lee emailed yesterday morning to say he was looking into my issue with the porting Team. He advised that the person I spoke to was referring to my closed account in 2009, not my current one.

Have asked a few times now for a call for an actual explanation of what is going on as I have a phone with absolutely no signal. Lee please contact me as soon as possible. This is madness.

Vodafone

Hi vaselinequeen,

Thanks for your time yesterday.

As promised, I'll check your account today and update you.

Kind regards,

Lee

Social Media Comms

Vodafone UK