Watch Out For Vodafone

campbstk

Hi all,

I have been a Vodafone customer for a number of years and always assumed that a company that large would provide good quality customer service if I ever had a problem

WRONG.

I live in Burnham On Crouch out on the Essex coast and have had problems with my service for over a week now, during this time I have been unable to make/receive calls or access voicemail.

Despite starting a thread in their eforum stating the problem and also having a number of other people also writing on their about the problem all the Vodafone Tech Team seem to want to do is continually ask the same questions from each person who posts.

There has not been one helpful response from Vodafone in a week and we are still experiencing the same problem with the service.

If you want to be sure that you have a quality customer service team in the event of any problems then think again before using Vodafone.

ZhugeEX

It;s been one week mate. every network has it's failures. Just thankfully it's only one mast and not the entire network. Suggest ringing up their CS dept and see if you can be refunded for the lack of service during the week.

Usually it can take anywhere between 48 hours-28 days to fix a fault on a mast. Usuallly it is less than a week though.

And yeh i understand your frustration but remember this is only one week in a number of years. Besides, Customer service is the number one complaint for all network providers in the UK so it's not just vodafone.

Annie._2

Since you are on the eForum, you would have seen this thread which gives the reason why Vodafone are unable to give a timescale for fixing faults.

http://forum.vodafone.co.uk/t5/Network/Network-Queries-Frequently-Asked-Questions/td-p/1273406

campbstk

ZhugeEX....its been at least 12 days now and we are no nearer to vodafone even admitting there is a problem!!

Here are some examples of messages from the eForum.



Re: CM0 - Burnham On Crouch - Network Busy error
Options
I've had the previous 8 days line rental refunded mon 11th > mon 18th by sending an email to customer services quoting my postcode. Been able to make calls after 2>3 'busy' attempts since sunday, which is a sub standard service by far! If calling someone else on vodafone in the Burnham area - forget it! 10 attempts at least

The rate of network repair to this mast is awful and I can't wait to be out of contract with vodafone, EE all the way!

Personally I think vodafone should pay £12 a month until the end of my contract towards a second sim on another network. Their reception is nowhere near their claims on their coverage maps in east essex. I'm lucky if I can make a 2 minute call between maldon and wallasea Island! 'Mobile' phone - haha yeah right

---

Although i have had some money back pro rata (8 days). I will have to add some of the emails have been hilarious. Yesterday they said must be my phone as everything is fine again! Jokers! I think they must train the staff to wind you up! To quote, my email from Vodafone on mon 18th:

I've track the network coverage and I can confirm that the 2G network coverage for your area is good.

In this case, I would suggest you to perform a soft reset on your handset. To perform soft reset, please follow the steps given below:

not as good as sat 17th's email though !

I have discussed this case with our technical team and can confirm that there is no fault continues last 7 days. The 3G and 2G network is good and not variable.

It might be good - but it doesn't work!

I thought the problem was fixed this morning but 3rd call of the day was about my last.

---

Wow, must phone guinness book of records and tell them that Burnham-on-Crouch holds the record for the most mobile phone failures in a week.

Mine's particularly bad, 36 hrs for a pic message to arrive on Saturday, typically don't get text messages unless in a wireless area, and then only from iphones, but the strangest thing of all is my phone repaired itself on the way to Billericay yesterday, and to Chelmsford today, but broke again when I got back to Burnham. Apple have got some questions to answer!!!!

Come on Tech Team, wake up to the real world and admit that your service in Burnham at the moment stinks!!!

---

Me and my girlfriend have been having this issue for the past couple of weeks, and they have the cheek to send me a text to tell me that I will be charged an extra £5 if i do not pay my phone bill, why should i pay for a service i am not recieving. If anything you should be giving me money off of my phone bill before i decide to start looking elsewhere. Just got off of the phone to your tech support and customer services, tech support told me nothing was wrong in the area and was more interested in getting me to pay my phone bill after I told him that i would pay the phonebill from my contract phone when your billing line isnt 'busy' all the time and customer services told me there was a problem and they are working on it as we speak but couldnt give me a time frame as to when it will be fixed. bearing in mind these 2 phonecalls happened in the space of 15 minutes. are you going to take money off of my bill for loss of service? are you going to start giving consistent answers? are you going to tell us when this is going to be sorted?



The above messages have all been in the last day or so, this is after over a week of problems already!

The Vodafone customer service and technical response is absolutely awful.

I will be looking to change provider at the end of my contract and so will a number of others who have been affected by this loss of service.

Annie._2

campbstk wrote: »

ZhugeEX....its been at least 12 days now and we are no nearer to vodafone even admitting there is a problem!!

Here are some examples of messages from the eForum.



Re: CM0 - Burnham On Crouch - Network Busy error
Options
I've had the previous 8 days line rental refunded mon 11th > mon 18th by sending an email to customer services quoting my postcode. Been able to make calls after 2>3 'busy' attempts since sunday, which is a sub standard service by far! If calling someone else on vodafone in the Burnham area - forget it! 10 attempts at least

The rate of network repair to this mast is awful and I can't wait to be out of contract with vodafone, EE all the way!

Personally I think vodafone should pay £12 a month until the end of my contract towards a second sim on another network. Their reception is nowhere near their claims on their coverage maps in east essex. I'm lucky if I can make a 2 minute call between maldon and wallasea Island! 'Mobile' phone - haha yeah right

---

Although i have had some money back pro rata (8 days). I will have to add some of the emails have been hilarious. Yesterday they said must be my phone as everything is fine again! Jokers! I think they must train the staff to wind you up! To quote, my email from Vodafone on mon 18th:

I've track the network coverage and I can confirm that the 2G network coverage for your area is good.

In this case, I would suggest you to perform a soft reset on your handset. To perform soft reset, please follow the steps given below:

not as good as sat 17th's email though !

I have discussed this case with our technical team and can confirm that there is no fault continues last 7 days. The 3G and 2G network is good and not variable.

It might be good - but it doesn't work!

I thought the problem was fixed this morning but 3rd call of the day was about my last.

---

Wow, must phone guinness book of records and tell them that Burnham-on-Crouch holds the record for the most mobile phone failures in a week.

Mine's particularly bad, 36 hrs for a pic message to arrive on Saturday, typically don't get text messages unless in a wireless area, and then only from iphones, but the strangest thing of all is my phone repaired itself on the way to Billericay yesterday, and to Chelmsford today, but broke again when I got back to Burnham. Apple have got some questions to answer!!!!

Come on Tech Team, wake up to the real world and admit that your service in Burnham at the moment stinks!!!

---

Me and my girlfriend have been having this issue for the past couple of weeks, and they have the cheek to send me a text to tell me that I will be charged an extra £5 if i do not pay my phone bill, why should i pay for a service i am not recieving. If anything you should be giving me money off of my phone bill before i decide to start looking elsewhere. Just got off of the phone to your tech support and customer services, tech support told me nothing was wrong in the area and was more interested in getting me to pay my phone bill after I told him that i would pay the phonebill from my contract phone when your billing line isnt 'busy' all the time and customer services told me there was a problem and they are working on it as we speak but couldnt give me a time frame as to when it will be fixed. bearing in mind these 2 phonecalls happened in the space of 15 minutes. are you going to take money off of my bill for loss of service? are you going to start giving consistent answers? are you going to tell us when this is going to be sorted?



The above messages have all been in the last day or so, this is after over a week of problems already!

The Vodafone customer service and technical response is absolutely awful.

I will be looking to change provider at the end of my contract and so will a number of others who have been affected by this loss of service.

I hope you had the posters permission before copying and pasting the replies.

Exactly, it has been one week. Its not a simple process of going in and flicking a switch and all will work as it should.

Vodafone do not own the land where the mast is situated, it will be on private property and before any work can commence, permission has to be ascertained from the landowner, then the fault has to be found, specialist equipment to be ordered and erected before the site can be tested and put back online.

At least Vodafone know of the problem and are working on the fault.

robbies_gal

well get ready for more of the same the others dont even have a forum or a rep on here to deal with things