Poor Vodafone service but they won't end my contract

Bee777

Hi everyone.

I've had a look through other threads but can't find anything like my issue so would be grateful for any advice.

I've been with Vodafone for a number of years because up until December 2013, I always experienced a good service. Last December the signal disappeared and when I rang Vodafone, I was told there was a problem with the mast but it would be resolved soon. The signal did come back but ever since it's been intermittent and unreliable with the signal cutting out mid calls, no signal at all for long stretches of time, the phone unable to connect to a network despite it showing that there's signal and mobile internet that is so slow it frequently times out if it works at all.

I have made numerous calls to Vodafone and I've been left utterly disgusted by their lack of customer care. In the five months I've been having problems, I have been passed to one department to another with no resolution. I have been told every month that the network problem will be fixed yet the problem persists. I have taken my phone to a Vodafone shop and had a new SIM but it has made no difference. A manager rang me recently and said that when the issue is resolved (although not known when this will happen) I can have a refund of my line rental but for now I have to keep paying for a very poor service.

My contract does not end until next February but I want to end it now without being charged as it's not a reliable service. Does anyone have any tips or suggestions? I'm not bothered about having previous line rental refunded I just want a way out now so that I can change to a reliable and better network.

Thanks in advance.

Buzby

The only suggestion is to complain. The network does not guarantee coverage (read the terms of service). If a mast is down then they will after a period offer a rebate to cover the inconvenience. If the service is down for months, then usually they agree to a no fault termination.

The issue - in perspective - is the network will work in other places so there is no sustained loss. Write, giving the dates of the disruption and ask when the service will be restarted in your area.

Bee777

Thanks for the reply. Complaining doesn't seem to do much because Vodafone really don't care. It seems crazy that the service has dropped to such a poor level yet I'm still expected to pay full price. Vodafone have lost another customer because I won't be renewing with them and friends and family have all said they wouldn't use them again after the problems I've had. I will put a complaint in to the Ombudsman as well.

apn70

I'm going through exactly the same in Cambridge. Reception gets worse, and worse, customer services said there was a problem with a mast, which is now resolved, but no improvement to reception whatsoever.

Along with being told when I joined in September 4g was coming at the beginning of the year, as yet nothing, and just keep getting the company line from customer services 'we're rolling this out to 98% of the population over the next few years. You can keep checking back here to see if this is coming soon to your are'. They don't seem to be interested in store sales staff lying to sell a contract.

No one at Vodafone cares! I've spoken to call centres, emailed 'Social Media Comms', and not had one decent response.....

Bee777

I've Googled problems with Vodafone and there are a lot of unhappy customers out there! It's such a shame because prior to December I always found them good but like you, I'm getting fobbed off all the time.

Today has been beyond frustrating with my phone and it's not just where I live. My work phone is Vodafone and that has the same signal issues so I know it's not just my phone. It's a nightmare!

Terry98

You could try this.....
http://campaigns.vodafone.co.uk/jeroenhoencamp/

or this..
http://!!!!!!!!!!!!!

Have a look at the tips they give before you send it
http://!!!!!!!!!!!!!/hints.php

It appears Moneysavingexpert don't like !!!!!!!!!!!!!! Can somebody tell me why?

Buzby

It would be wrong to suggest only Vodafone has these problems - all network operator have to re site base stations, have outages or a myriad of concerns that can have an effect on their service at HOME (only because they are transient everywhere else).

The solution is to avoid any contract-based service and switch to a PAYG service from a competitor. The contract clearly states coverage is not guaranteed, yet folk expect this to be an 'unfair condition' because the don't know any better.

We only have 3 national networks - any more you hear about are virtual and the only difference is on price, not coverage. Try each real operator at home to see what your options are - so when your current commitment ends you have done the work to make any change easy.

Supatramp

I'm well aware that all networks have issues from time to time, but there's a sad pattern emerging with Vodafone. Sad, because as one of the 2 original networks in the UK, we would expect better.

But it appears that they'd rather spend £billions buying up networks in various parts of the world, rather than invest in their home network. They were the only network to fail a government target last year!

And while UK customers suffer all this frustration of poor service, the bosses are receiving £million salaries with further astronomical bonuses on top!

I currently have my PAC code from Vodafone and will be going elsewhere on my return from holiday in a few weeks time.

mije1983

Supatramp wrote: »

I currently have my PAC code from Vodafone and will be going elsewhere on my return from holiday in a few weeks time.

Don't forget your PAC is only valid for 30 days. AFter that you will need t request a new one.

Supatramp

mije1983 wrote: »

Don't forget your PAC is only valid for 30 days. AFter that you will need t request a new one.

Yes I know that thanks.

mije1983

Supatramp wrote: »

Yes I know that thanks.

Just wanted to make sure as you mentioned 'a few weeks'.

I've found quite a lot of people don't realise the validity period on the PAC, nor that if it's not used the contract keeps on going.