Vodafone complaints

Vodafone

Hi all,

Apologies for the delay with replying to your posts.

I can confirm that the Contact us form is now working again.

BaronSamedi, Charlotte Whittaker, RuthnJasper, claire mcg, eagle and TylerDurdenism - If you still need help with your accounts, email me via the form here.

To access the form you'll need to enter the code WRT135.

As well as stating your query in the question box, please also quote "MSE Forum".

Once sent, you'll receive an automated reply with a reference number. Post it on here and I’ll check I've received it.

Suz79 - As promised, I'll call you later this afternoon.

Kind regards,

Lee

Social Media Comms

Vodafone UK

gemaidie

2 weeks ago someone was able to access my account despite giving incorrect information and while the fraud has been " investigated " the customer service team do not wish to know I have been promised call backs that never came left on hold for hours and even told that I might as well go to ombudsman because they won't deal with it. I have 3 lines with Vodafone and I want out but no one will help me I'm at a loss this company is so untrustworthy

eagle

Vodafone_company_representative wrote: »

Hi all,

Apologies for the delay with replying to your posts.

We are aware of issues with the Contact us form and these are being worked on.

BaronSamedi, Charlotte Whittaker, RuthnJasper, claire mcg, eagle and TylerDurdenism - If you still need help with your accounts, please email me with a contact number only at [EMAIL="eforum.web@help.vodafone.co.uk"]eforum.web@help.vodafone.co.uk[/EMAIL] and quote WRT135 - MSE in the subject line.

Suz79 - As promised, I'll call you later this afternoon.

Kind regards,

Lee

Social Media Comms

Vodafone UK

Hi Lee,

My reference number is 11028223. Used the web form as normal...

Thanks

Vodafone

Hi eagle,

The form was fixed a few hours ago.

I've got your email and I'll get back to you as soon as possible.

gemaidie - If you still need help with your account, email me via the contact details provided in post 3462 above.

Kind regards,

Lee

Social Media Comms

Vodafone UK

TylerDurdenism

Vodafone_company_representative wrote: »

Hi all,

Apologies for the delay with replying to your posts.

I can confirm that the Contact us form is now working again.

BaronSamedi, Charlotte Whittaker, RuthnJasper, claire mcg, eagle and TylerDurdenism - If you still need help with your accounts, email me via the form here[/URL].

To access the form you'll need to enter the code WRT135.

As well as stating your query in the question box, please also quote "MSE Forum".

Once sent, you'll receive an automated reply with a reference number. Post it on here and I’ll check I've received it.

Suz79 - As promised, I'll call you later this afternoon.

Kind regards,

Lee

Social Media Comms

Vodafone UK

Good morning Lee,

I appreciate your attempt to assist and hope my issue can be resolved. I have raised the case under WRT135 | 11033201

TylerDurdenism

I thought I would share this in an attempt to help those experiencing difficulty with the Vodafone contact us form on this thread.

When I initially clicked on the "email me via the form here" link, it incorrectly took me to the Vodafone home page. However, I suspect that this is a cookies and cache issue and recommend either right clicking on the bold "here" (hyperlink) in Lee's post, selecting "copy link" and then pasting it into the address bar of a different web browser (Chrome, Firefox, Safari, Internet Explorer etc) or open a new private tab (incognito tab in Chrome) and paste the copied link into the address bar on the private tab instead. This resolves the issue of the link going directly to the Vodafone home page.

ajstephe

Well, I wish I had found this thread prior to joining Vodafone and trying to port my number. The actual arrangement of the contract from the Hemel Store was fine it's the porting of the number and the subsequent lies and 'not my problem' attitude.

I was in the unfortunate position to have purchased a contract from Vodafone on the 24th of July 2015 at the Hemel Hempstead Vodafone store. I had no issues taking out the contract and let’s face it they were keen to get my money so I didn’t expect there to be an issue. The staff in there were brilliant and duly completed all the necessary documentation. They completed a PAC request for me and also submitted a VEA discount on my behalf as I am fortunate to be employed by an organisation that has an agreement with Vodafone. I was promised that porting my number to the vodafone network wouldn’t be an issue. How wrong that was!

I have basically been lied to, been passed from department to department, hung up on, randomly transferred to people who weren't expecting my call. I'm basically fed up of having to speak to Vodafone on a daily basis and want one person to take ownership of the problem and sort out my issue. I have been on numerous live web chats, phone calls and tweets with Vodafone and have even visited a bricks and mortar store to try and resolve the issue. They just told me their system was down and to come back another time

So this is my saga so far:
24/07/15 - Took out the contract and told the number would transfer on the 27th between 1200 and 1600 hours.
27/07/15 - No Port took place. I spoke to someone on the phone on the afternoon of the 27/07/15 as I was told the port would happen between 1200-1600 that day. The guy on the phone said it would happen by 2359 that evening. Guess what?...That's right it didn’t. I then went onto live chat that evening and was told that it should happen on the 28/07/15.
28/07/15 - No surprises, the port didn't happen. I then spoke to someone else who said that they could see that the port had been requested and it should happen later on the 28/07/15. Nope, you guessed it didn't happen. Then I spoke to someone on the evening of the 28/07/15 who told me that there wasn't even a Port request. I’m pretty sure I didn’t dream that conversation on the phone. So I request the port gets resubmitted but told that there is an error with the system and to call back in 72 hours.
29/07/15 - I call back to find out what is going on and told that I have to call back in another 72 hours and resubmit another PAC request.
31/07/15 - So I put the Port request through again and I’ve been told to wait until the 02/08/15. Fine I’ll give you another chance. But then I go onto live chat to check the notes and process in the evening only to be told that it has been cancelled again. Whilst I’m on live chat I then get a customer service rep call me on the phone. I’ve been waiting for this call for over 24 hours. I’ve just been told by him to resubmit the port request to see where this gets me. I’m not holding my breath. So I’ve resubmitted another port request to be told it will now be the 04/08/15. That’s if the port even goes through. The latest is that as of the 01/08/15 I've been told the port has yet again been cancelled. I've submitted another one.

I have tried to escalate this via WRT165 #11021126. I just keep getting fed the same line, there's a problem, it's been cancelled.

All this time I've kept the vodafone sim out of my phone as I need to phone for work and my old number. Guess what? Vodafone have been calling me on my new number and not on the number provided on the complaint form, in the emails and on pretty much every other piece of paperwork I have provided them. I'm close to pulling my hair out. All I want is the vodafone network for better call and internet service and my old number to port across.

Surely it can't be that difficult? This process has been around for years. Ofcom sate that this process should be complete within 24 hours. So why is Vodafone unable to do this? For a communications company they're pretty bad at listening and responding correctly to their customers.

Think it's time to complain to ofcom and BBC Watchdog. I believe they were on there in Jun '15. Just wished I'd watched the program!

juno

[#11038129]

114894dk

After a nightmare port from vodafone I just discovered my phone has been unable to accept calls and texts from vodafone. Go figure. They are a shambles

eagle

Vodafone_company_representative wrote: »

Hi eagle,

The form was fixed a few hours ago.

I've got your email and I'll get back to you as soon as possible.

Vodafone UK

Hi,

I'm sorry but I haven't seen a reply to date. When was it sent, Lee?

Thanks.