Vodafone complaints

latinstar

Thank you for the advice posted the reference.

aliaslotte

I am very, very frustrated...

I have been a Sainsbury's Mobile customer for a while and have always received great service. However, they are ceasing operations effective 15th January 2016, so I have been forced to find an alternative.

I purchased a Samsung Galaxy S6 on a Vodafone pay monthly contract on 15th December. I had a PAC code when I bought the phone, but the website stated to use an online form once I had my Vodafone sim number to arrange the transfer of my old number to the new sim card...

Well, the online form did not work. It kept flashing up, "sorry, there has been a problem."

I tried to call customer services but none of the automated options on the telephone seemed appropriate. I ended up using the Chat Live option on the website instead.

So, on 17th December (the day my phone arrived), I spoke to an advisor who took my details, including the PAC code and the number I wanted to bring with me to my new Vodafone sim. He said it would be transferred "within 24 hours".

Come 19th December, nothing had happened. So, I went onto the live chat again. The agent apologised, we went through everything again (re-submitting the PAC code and the details they requested). This agent said it would "definitely, 100% without fail" transferred within 24 hours and that they were sorry for the delay.

Come 21st December, still nothing! Fed up, I spoke to a customer service agent yet again. By this stage, I must have spent over an hour in these conversations, giving the same details over and over. This agent said that he would put a "priority" label on the account and that it "would be done by this evening" (that night). Unsurprisingly, nothing happened.

So, today, I contacted an agent again. I went through all the details, again. I was left waiting for ages between responses from the woman, with the exchange taking over 25 minutes. She told me that there was a "system problem" and that the earliest they could "port the number" would be the 29th December! :eek: I asked why it hadn't happened on the three previous instances, but she had no answer to that. She just kept repeating that the 29th was the earliest they could manage.

According to Ofcom, this sort of issue should be dealt with within around 24 hours.
So far, it has been 7 days!
Waiting until the 29th will make it 13 days.
I cannot use my phone properly until the number transfers across, as I have to keep my other phone with me so I can be contacted. My first Vodafone payment is actually being taken on the 24th December, before it will be properly up and running.
I'm so, so very annoyed.

I have been lied to by three different Vodafone customer service agents, and now been told that I have to wait a further 6 days with no compensation or even a proper apology for the delay.

I have had my phone number for over 10 years, having moved it from O2 to Talk, and from Talk to Sainsbury's, with no problems whatsoever. It is ridiculous that a company as big as Vodafone cannot compete with Talk and Sainsbury's when it comes to this basic number transfer and good, honest, customer service. :mad:

mobilejunkie

You should have read this thread before going to them. As for making the same mistake of repeatedly believing and re-starting everything several times over, it just makes me laugh. Contact the Web Relations Team as instructed - it's the only thing which works and only part of Vodafone that cares. You sure they meant 29th December 2015....???

Dvroberts

:mad:Does anyone have a email address to contact direct for Vodafone complaints please. There are so many pages on this topic not even sure where to start and my partner has just been spoken to like he is a complete imbecile and it's just not good enough!!! Not after being with Vodafone for 20 years!!

mobilejunkie

Dvroberts wrote: »

:mad:Does anyone have a email address to contact direct for Vodafone complaints please. There are so many pages on this topic not even sure where to start and my partner has just been spoken to like he is a complete imbecile and it's just not good enough!!! Not after being with Vodafone for 20 years!!

Well, I could repeat it several times a day for all those who can't be bothered to check back for just a page or two. It would take you less time but you wouldn't have to also repeat it a few thousand times.

vodefoneAreArse

Hi everyone

Vodafone really are bad at answering the phone, processing anything, and generally a pain in the bottom. Well I was accidently given the shop hot line with no que, so if you want to waste some of their time and enoy them. HOT LINE NUMBER for shops is 033330 040956.
I sent hours trying to sort out a repair, and at the end of end of 7 days of waiting it came back with same fault! Please ring on above number…

YaoSong

Well, I could repeat it several times a day for all those who can't be bothered to check back for just a page or two. It would take you less time but you wouldn't have to also repeat it a few thousand times.

To be fair to all these people this topic or at least the information about using the web team should be made a sticky topic. If it's that fundamental it really needs to be at the top of the page when people enter the forum.


Mocking and abusing them makes you as bad as the customer support offered by Vodafone. Being a veteran of this forum should really teach you that but instead you're coming across as miserable and bitter. I'm sure you're not in reality.


Try to offer some helpful advice or assist in lobbying the moderators to create a sticky Vodafone complaints post. That's far more constructive than adding to the stress people are already experiencing.

mobilejunkie

Lobbying is a waste of time. Of course, I could refrain from posting the way to deal with Vodafone issues altogether or make it a full-time job to save dozens of others from spending 5 minutes each to read what's already there in order to solve their own problems.

diamonds

YaoSong wrote: »

To be fair to all these people this topic or at least the information about using the web team should be made a sticky topic. If it's that fundamental it really needs to be at the top of the page when people enter the forum.


Mocking and abusing them makes you as bad as the customer support offered by Vodafone. Being a veteran of this forum should really teach you that but instead you're coming across as miserable and bitter. I'm sure you're not in reality.


Try to offer some helpful advice or assist in lobbying the moderators to create a sticky Vodafone complaints post. That's far more constructive than adding to the stress people are already experiencing.

A sticky with sub board/s showing all MNO and MVNO's complaints policy would be fantastic.

Even making it easier for users to search their mobile telco too by each telco having its own thread, for example searching for 'data settings' would not bring up a search with all the networks threads instead of the your network. Its current forum status is a maze when you do a search in 'Mobiles' as all "data" or "settings" results for all networks show.


The mobiles board used to be so well serviced by mods, not now...so if we cant have a mod doing a great job make more sub boards.

ejv

mobilejunkie wrote: »

eforum.web@help.vodafone.co.uk

Put the Heading "WRT135 - MSE". Don't bother with the CEO.

What is this WRT135-MSE?:o