Vodafone complaints

cablecat

I am at the end of my tether with Vodafone and was hoping to get some good advice here.

Since just before Christmas, we are unable to get a Vodafone signal at home. It comes in and out and is very spotty but we can send the occasional text but phonecalls are impossible. Sadly, I only upgraded (and early) to a new iphone 6 in November and am stuck with them for the forseeable future. One of my teens is also on Vodafone and has the same problem. We're a family of 5 and the other three are on different networks and they have no problem.

I can use the phone no problem anywhere else - it's just our home address so I know it's a network issue and not the phone.

I've emailed, live chatted and talked on the landline (not mobile - no service!) to Vodafone and have got absolutely nowhere.

My last phone call - they treated me like I was trying to pull a fast one and kept repeating - Vodafone will not be refunding you any money - over and over again. I kept reiterating that I wasn't after a refund but I wanted them to acknowledge that I had a problem and address what we could do about it. They told me that I could pay £100 to buy a Sure Signal box but I said that I didn't see why I should have to pay for a signal when I have had one for years and now no longer do.

Vodafone kept telling me that I had no problem as I had made X amount of hours of calls, texts and my data usage. I kept telling them that all this was made outside of our home as we have 'No Service' at home.

I really don't know where to turn next - I have no service from Vodafone at home who are completely refusing to acknowledge I have a problem and are treating me like I'm trying to rip them off when in fact, I am still paying my bills and yet they're no longer providing the service I pay for.

Obviously, we will be leaving Vodafone and will never return after being with them for years but we can't leave now without incurring a heavy penalty and, as we don't plan to move house, we are stuck with them for the forseeable future. I live on the outskirts of a city, not a rural area and shouldn't have a problem but we do.

Does anyone know what I can do to get Vodafone to take my issue seriously?

Thanks, in advance.

infernalaffairs

Hi,

Could the Vodafone rep help as I'm less than impressed with customer services. I took out a sim only deal on Monday.

My number porting from o2 has hit a problem. I requested the port yesterday and it should have gone through between 16:00 and 18:00 today, live chat said another 24 to 48 hours but I've lost confidence. I'm paying for 2 contracts so I would like this resolved asap otherwise I will have no choice but to cancel within the cooling off period!

Please help!

mobilejunkie

If you want them to help I suggest you read back to find out how they can.

mikeyscotland

I've just submitted an email using the MSE reference Lee as I've yet to receive a reply from anyone to my recent complaints escalation email. I went through the written complaints procedure and just received a stock letter back from someone who didn't actually address any of my concerns. I started contact with Vodafone last October....

juno

This will be long, but I've tried to keep things as brief as possible. I'm now fed up and would like a solution finding urgently.

I took out a 12 month sim only contract online on 2nd March. As it is sim only, I am not receiving a phone, and therefore expected to receive everything through standard Royal Mail post - as has been the case when I've taken out other sim only contracts. As I was not anticipating any issues I also arranged to have my current number ported over from O2 - the porting will take place tomorrow, Monday 9th March.

I then received an email saying my sim will be delivered by DPD. I work full time so am not in to receive a delivery, their parcel office is miles away so I can't collect, and my only neighbour is away on holiday. So as soon as I realised this was an issue, I tried talking to online Live Help to get this resolved. After half an hour of being told I was wrong, I gave up.
I then phoned on 3rd March, with the DPD missed delivery slip in my hand. I was told that sim cards are not sent by DPD, and when I said that mine was, because I'd had an email and a missed delivery card, I was simply transferred to another person. In total, I spent over an hour and a half on the phone, was hung up on twice, and was transferred to around 12 different people. I did end up with a £5 credit to my account, but that doesn't solve the problem.

So the next day I went into store. I waited for 25-30 minutes whilst the assistant was looking into my account, but eventually she said she couldn't help and I had to phone up.

A few minutes later I phoned again, and spoke to someone who phoned the store to sort the issue. I spent 13 minutes on the phone, but didn't mind so much as I assumed wrongly this was getting sorted.
Then I went back to the store, picked up a sim card, and thought the problems would be over.

I tried to phone to activate it, as I had been told to call back. The sim activation option on the phone menu just tells you to do it online, so I then tried that. The next morning I received an email saying activation had failed.

So I phoned, and tried to activate my sim over the phone. I was on hold for 20 minutes before my call was even answered. The person I spoke to said everything had gone through ok, and to put the sim in my phone in about an hour and it should be fine.

When I tried the sim in my phone, it had activated as a Pay As You Go with number ending 205. My phone should be a 12 month sim only contract with number ending 270. So I phoned to try to sort this out, but the man I got through to rudely told me this was because my number hadn't been ported yet - I tried to explain that was a separate issue but he wasn't interested. He then put me on hold until I got fed up and hung up.

I later called back and spoke to Anna, who was very friendly and helpful and agreed this situation was ridiculous. She raised it with the tech team - but this was on Thursday and the tech team haven't contacted me or fixed the issue.

I was advised to try a new sim card, to see if that would activate on my account. I have tried the online form twice and it was rejected both times, so I phoned up and was told it wouldn't activate there either.

My O2 number ending 114, will be transferred over tomorrow, Monday 9th March, as I was advised to apply for the transfer when I originally took out the contract. I was told to phone back today, Sunday, to cancel this transfer if my issue wasn't resolved - but I have now discovered that department doesn't open Sundays. So I will lose my O2 phone connection, but my Vodafone is nowhere near sorted.

My dad is in hospital, and I need to be contactable. I should not be risking losing my phone number because of Vodafone's incompetence. I have received credits to my account, but all I want is for this issue to be fixed. My phone back has broken from how many times I have had to remove and replace sim cards. I honestly don't see how taking out a new contract should be so difficult.

I have emailed using the contact form (ref #9722342 and #9722350 as the website had errors), but my issue was too long to include in the box.

Vodafone

Hi all,

dolfan13 - Thanks for your time last week.

As promised, I'll come back to you as soon as I have an update.

cablecat & infernalaffairs - If you still need help with things, email me via the contact details provided in post 3042 above.

mikeyscotland & juno - I've got your emails and I'll get back to you as soon as I can.

Kind regards,

Lee

Social Media Comms

Vodafone UK

juca

9/3/15.. Latest update.

4th March....Contacted VF regarding my 5S and any updates on delivery, was told on live chat that i would receive the order within 24-48 hours ( Fri 6th being the tail end of 48 hours ). I took two screenshots of this conversation as proof i was told this, also requested a transcript of the conversation...never sent to me.

5th Mar- Thought i would contact VF for an update as i wasn't convinced i would receive my phone this week, spoke to a CS op who escalated this concern and assured me this would be delivered by Mon the latest, and for the inconvenience i would be credited with £5 for each week i haven't had my phone. Great a little something to go on top of free rental for a month and the delivery charge waivered.

8th Mar- Following e-mail sent

Thank you for choosing Vodafone. Just to confirm, we’ll deliver order number SBL-************* to you as soon as we have available stock from our manufacturer. We’ll send it to:

My address deleted


We’ll update you by email in the next few days – or sooner if we have more information.



Thank you

Vodafone Customer Services team


Is this for real, the new system causes havoc with my order and not once has anybody said there is no stock!!!!! Is this the latest excuse!!!

LEE i hope you are reading these updates as i am losing faith very rapidly now

boatman

http://forum.vodafone.co.uk/t5/Network-queries/BH2-Bournemouth/m-p/2326037/highlight/false#M132374

There have been problems in BH2 for nearly a year now. A simple question, WHY?

Would it not be reasonable to change the coverage map to display the real picture, given that it has been months of patchy coverage.
At what point does it become false representation of the network coverage?

juca

update part 2

AM chat to VF and after explanation of e-mail, good news...apparently the phone has been shipped from the warehouse and will be delivered tomorrow between 6-6. Wow i thought they had no stock from an e-mail less than a day old...must of overnighted my phone in!!

juno

My o2 number has now gone, so is presumably attached to the Vodafone contract I can't access. I've had to top up £10 so that I can use the PAYG sim I've ended up with.