Vodafone. no service..zero customer service

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Me and my family have no service for 7 days now due to an outage in our area. Tha means . No sending or receiving texts that also means no making or receiving calls. I have contacted customer service frankly they are pathetic.. call centre agents can't help and supervisors won't even give you the common courtesy of speaking to you. Your complaint is referred back to live chat and they haven't a clue why your talking to them. I have been in touch with the watchdog programme and registered a complaint with the ombudsman. I have emailed the UK CEO who's dept promise a call back within 24 hours..no chance. In the meantime no service via Vodafone and no solution in sight. Want out of my contract and offeredto give them 50% of cancellation fee £300 but that wwasn't good enough. Well neither is the pathetic service. If you thinking of Vodafone don't because they don't care.

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  • grumbler
    grumbler Posts: 58,629 Forumite
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    7 days is an acceptable outage. Complain in writing and keep records of everything. In a month or so demand cancellation without any fees and take the case to the ombudsman if necessary.
    Meanwhile get a spare phone with a PAYG sim from some other network.
  • JeffMoneySaver
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    7 days acceptable? Vodafone really banking on the old stuff upper lip and the non moaning British then.
  • JeffMoneySaver
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    I'm having trouble with Vodafone and told them it's over and if they don't agree it's tough. Ive had customer service issues since joining in November.

    If leaving them earlier has dented the profit line my simple answer is provide customer service and you won't receive any dents.

    Where do you draw the line with what is or isn't acceptable?
  • grumbler
    grumbler Posts: 58,629 Forumite
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    For the whole country - days.
    For a local mast - weeks.
  • JeffMoneySaver
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    Where do you get those targets from?

    Imagine being without electric for seven days or gas or a heating boiler.
  • grumbler
    grumbler Posts: 58,629 Forumite
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    edited 26 February 2015 at 6:20PM
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    You asked me where I drew the line.
    If you try taking your network to the ombudsman or to a court you can find out where the ombudsman or the judge draw their lines.

    And no, for the majority of people there is a huge difference between gas/electricity and mobile phone. If it's as essential to you as energy, get a landline if you don't have it.
  • Rev
    Rev Posts: 3,150 Forumite
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    I'm having trouble with Vodafone and told them it's over and if they don't agree it's tough. Ive had customer service issues since joining in November.

    If leaving them earlier has dented the profit line my simple answer is provide customer service and you won't receive any dents.

    Where do you draw the line with what is or isn't acceptable?

    Unfortunately mobile phone contracts aren't like relationships. You can't just declare them over and tough on them if they don't agree.


    You signed up to a contract. If you don't pay till the end of minimum term you will have a wrecked credit file and debt collectors after you. Then good luck trying to get any form of credit elsewhere.


    If you have issues you need to go about terminating the contract correctly. Either via complaints which are then elevated to the ombudsman Which may result in you being allowed to terminate early without penalty or by paying off the rest of your contract and closing the account.


    You can't just say 'that's it I'm done'.
    Sigless
  • JeffMoneySaver
    JeffMoneySaver Posts: 12 Forumite
    edited 26 February 2015 at 9:32PM
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    It's going through the ombudsman system. Just started.

    I am an old pensioner so their petty threats of credit histories fall a bit on stony ground for me. At my age I'll never get a mortgage not that I want one not am I interested in loans and so on either.

    I signed a contract and as far as I am concerned so did they too and the unacceptable behaviour, prevaricating and messing around they cause as far as I an concerned has s severe impact on my willingness to even consider we still have a contract.

    If necessary a court can decide. There's a clause in the contract saying if they fail to do something fundamental I can end the agreement. I consider they have failed in that. If they disagree they can bring it to a courtroom showdown.

    As I say the equation is simple. Provide a timely and efficient customer service provision and you won't suffer in the profit line. I'm not paying any more for the experience. They can send all the debt collectors they want round to the retirement complex I live in.
  • JeffMoneySaver
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    Interesting though. They totally ignore my letter I send yet I receive a letter from them within days of cancelling the direct debit instruction.

    Shows they can put pen to paper when there's a signal the gravy train is about to derail.
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