Vodafone - can't cancel my contract!

thatgirlwho

I ordered my new phone from Vodafones website and it arrived on 6th November.

My number transferred from t mobile to Vodafone last Tuesday 11th November and although I can send and receive calls and texts to my ported number, my Vodafone account still shows my temporary Vodafone number and I haven't been able to use my data in almost a week.

I've repeatedly spoke to Vodafone who've told me this issue would be rectified by Friday and again by 5pm today and nothing is sorted and Vodafone customer service have been less than helpful.

I called to cancel my contract today and was told I couldn't cancel until this porting issue was sorted as the number on my account and the actual number on my SIM card don't match. I'm approaching my cooling off period and really don't know what to do!

Exemplar

Get everything in writing. Ask to speak to a supervisor or team leader and get them to email you the details about what's going on and the intended resolution.

Also ask that person to email you details about the 14 day cooling period.

In fairness you are in the middle of a process, the process has gone wrong, but it is a process and you may need to let the process complete before doing anything.

I'm also presuming that you will be happy once the number port goes through successfully? Ask them for a months free line rental as way of an apology..

mobilejunkie

Ask them to to stand on their head and clap at the same time. Have you ever had to deal with problems created by this outfit?

Contact the Web Relations Team on here (see Vodafone complaints thread) or they'll escalate the problems rather than solve them. Taht's what Vodafone means by "escalate".

kittykat17

In 10 years I've not had a problem with Vodafone CS. I've only had to contact them a few times but each time they've resolved my issues pretty quickly. I did speak to the Vodafone rep on here a few months ago as I had a problem with a 3rd party and he got it sorted in a couple of days.


That said, I work for EE now (yes in CS!) and this has given me a bit of a dilemma. Do I stay with Vodafone when my contract ends in December or go over to EE and get my 50% discount? Still can't decide!

diamonds

kittykat17 wrote: »

In 10 years I've not had a problem with Vodafone CS. I've only had to contact them a few times but each time they've resolved my issues pretty quickly. I did speak to the Vodafone rep on here a few months ago as I had a problem with a 3rd party and he got it sorted in a couple of days.


That said, I work for EE now (yes in CS!) and this has given me a bit of a dilemma. Do I stay with Vodafone when my contract ends in December or go over to EE and get my 50% discount? Still can't decide!

If you have a EE issue its quickly dealt with given you are EE staff + 50% discount, if Vodafone have an issue (a major one cause by them becomes a even more major experience getting them to sort it) your screwed beyond compare with outsourced 3rd party customer care and your paying full price, I think your dilemma is really just in your head




As EE staff should it have took you to contact a forum Voda team member in the first place ?

kittykat17

diamonds wrote: »

If you have a EE issue its quickly dealt with given you are EE staff + 50% discount, if Vodafone have an issue your screwed beyond compare with outsourced 3rd party customer care and your paying full price, I think your dilemma is really just in your head

Not that simple! Still have to ring through to CS or Tech if I've got a problem. Also, I live in a pretty rural area and am lucky that the Voda signal here is pretty good, not sure what EE is like here! As I said, never had a problem with Voda CS!

diamonds

kittykat17 wrote: »

Not that simple! Still have to ring through to CS or Tech if I've got a problem. Also, I live in a pretty rural area and am lucky that the Voda signal here is pretty good, not sure what EE is like here! As I said, never had a problem with Voda CS!

Send yourself a free payg sim & try it out, locking down to 2G & 3G on both EE networks (if 2 show in your area) and 4G on the old T-Mobile/EE signal will give you a good indication of signal/s available http://shop.ee.co.uk/price-plans/free-sim?WT.MC_ID=ON_MEC_S_google_G_Brand_CORE_FREE_SIM&WT.srch=1




At least you can fault diagnose yourself with info from inside EE, Voda cant diagnose itself because third party customer contractors get very BASIC access to things.


Voda direct staff are retail shop (3rd party care don't do what they tell them!) and head office @ Banbury. All customer care is outsourced, getting credits for errors comes out the third parties allocated funds from Voda, which they pay staff and company profit comes out of, the more goodwill they give out the less profit.



Vodafone AU BUSINESS care was sent to 3 Global Services when I was in AU, yup the same TW-ATS that do 3UK customer care.


Voda Group outsource everywhere for slightly less money than in-house staff, for diabolically much poorer standards. The damage it has done ? look about this forum, where people have problems even with Voda MSE forum reps, myself included.



Good luck!

kittykat17

Thanks for the info Diamonds. I can only speak as I find but reading some of the posts on this board it does sound horrendous. Thanks also for your suggestion about getting a PAYG sim - stupidly I hadn't thought of that!


EE are bringing most of their CS back to the UK because they want to be no 1 for service. It'll take time but I'm sure they'll get there. I know that regardless of how good systems, etc, are they're no good if the people working on them are rude, unhelpful or uncaring but this sort of thing is being addressed and those type of staff are being weeded out. Having CS in house (and mainly in the UK) does seem to be an improvement. All we need now is for our signal to be what it should be and, hopefully, that'll be rectified fully in the very near future.


I'm sorry for the problems you've had Diamonds and am surprised that you weren't able to cancel sooner and that you had to pay an early cancellation fee. Did you ever get to speak to a manager about your poor signal?

Techhead_2

kittykat17 wrote: »

Thanks for the info Diamonds. I can only speak as I find but reading some of the posts on this board it does sound horrendous. Thanks also for your suggestion about getting a PAYG sim - stupidly I hadn't thought of that!


EE are bringing most of their CS back to the UK because they want to be no 1 for service. It'll take time but I'm sure they'll get there. I know that regardless of how good systems, etc, are they're no good if the people working on them are rude, unhelpful or uncaring but this sort of thing is being addressed and those type of staff are being weeded out. Having CS in house (and mainly in the UK) does seem to be an improvement. All we need now is for our signal to be what it should be and, hopefully, that'll be rectified fully in the very near future.


I'm sorry for the problems you've had Diamonds and am surprised that you weren't able to cancel sooner and that you had to pay an early cancellation fee. Did you ever get to speak to a manager about your poor signal?

EE have a very long way to go before they can give even half decent customer service. I had a quite straightforward complaint (the store offered me a resolution to a problem and then back tracked), the complaint was completely ignored (After a month I was told that it hadn't been properly registered - even though I had an acknowledgement email and reference number).

I raised a second complaint and was promised a call back within 72 hours. One month later, five calls to EE (no-one did what they said they would), an Ofcom reference number and an email to the head of customer service. I was told that no-one had even looked at my complaint and put through to "escalations" who tried to sell me an upgrade!

Ofcom are investigating EE for not following their own code of practice for complaints. I can confirm that as of a fortnight ago EE still have terrible customer service.

mobilejunkie

kittykat17 wrote: »

Thanks for the info Diamonds. I can only speak as I find but reading some of the posts on this board it does sound horrendous. Thanks also for your suggestion about getting a PAYG sim - stupidly I hadn't thought of that!


EE are bringing most of their CS back to the UK because they want to be no 1 for service. It'll take time but I'm sure they'll get there. I know that regardless of how good systems, etc, are they're no good if the people working on them are rude, unhelpful or uncaring but this sort of thing is being addressed and those type of staff are being weeded out. Having CS in house (and mainly in the UK) does seem to be an improvement. All we need now is for our signal to be what it should be and, hopefully, that'll be rectified fully in the very near future.


I'm sorry for the problems you've had Diamonds and am surprised that you weren't able to cancel sooner and that you had to pay an early cancellation fee. Did you ever get to speak to a manager about your poor signal?

They'll have to pass the whole field to be "number 1". I've gone to CISAS twice in the last 18 months when they not only failed to address two separate complaints but, in fact, completely ignored them. Both times they caved once CISAS notified them of a complaint to the Ombudsman.

It doesn't get worse than that, so your suggestions are absolutely laughable.

craiggg123

Wow wish id have seen this thread a cople of years ago, taking out a vodafone contract is the worst thing i've ever tied myself into, had most of the time unusable service from them since i've had the phone.

Supposed to be on 3G but can hardly ever get it in both my parents houses, my sisters house, my house which are different parts of greater manchester, can't get E in manchester city centre, trafford centre, didsbury, heywood, all the way down the motorway to london, some parts of london.

I can be sat next to my sister with the same phone and i have E and she has 3G signal perfectly fine, on vodafone surely it cant be me that only has signal problems??

It says good coverage on their coverage checkers but the reality doesnt seem the case, and when i complain to them on twitter thats all i get told to check.

Also my bill has risen to 49.99 from 37 and i can't think why because most of the time i even turned my mobile data off when i was out determined not to even give them a single penny more.

I can't check why i have to pay more because the my vodafone app has been down since the 13th august, log on to the website on my phone on my vodafone account tells me that they are unable to show my usage and the website on my laptop is broke.

Is there no way to end a contract for appauling service.

I think its ridiculous that we can claim money for being delayed on a plane, or being missold something from our banks but we have to keep coughing up to a mobile phone company and now for longer than ever, 2 years at a time.