Vodafone mobile broadband

zulu2009

I have had several calls to Vodafone customer department since August 2008 regarding my wireless broadband. Issues regarding lack of proper service and lack of 3G connection for most of the times made me call several times within days of taking the contract. Customer services told me in August within days of taking the contract that perhaps my SIM might not be working so before I went ahead and cancelled the contract within the trial period I should try the service with a different SIM, which I was told that I would be receiving it within 24 hours. This was after several times calling regarding slow connection and having already changed the wireless broadband modem and still having problems.
The SIM never arrived and I was already so frustrated that I stopped completely attempting to use the broadband and calling customer services again.
Finally in October I walked into a Vodafone shop and requested to speak to someone in the customer department through the shop telephone and the advisor who dealt with my call apologised after checking my file and told me that there was a glitch from their part and she didn't understand why a new SIM hadn't been sent although she could see in the files that one should have been dispatched to me. So she arranged for the SIM to be dispatched the very next day which I received and started using it.
Within days I could see that the service was still very poor in the area and I called Vodafone services on the 29th of October requesting that, considering the fact that I should have had the SIM still back in August so that I could have the chance to rule out that it wasn't just a problem with the card or hardware, as it had been agreed with the advisor on the phone, I would have the trial period for cancellation incorporated, but as I only received the SIM a few days before, I wished to cancel the contract at the time without being penalised. The male staff member discussed this matter with his senior manager while I was put on hold and after a few minutes he returned and told me specifically that it had been agreed that the contract would be cancelled from that moment onwards, and the direct debits would be stopped. And also reiterated that I would be liable to pay for the service and data that I had used already. I agreed with that obviously and enquired when I would be getting a written formalised letter confirming this. He told me that he was going to send it to me within 48 hours and have it all sorted out.

I did not receive any letter nor was I contacted again for weeks. I then contacted Vodafone again in December raising this issue. I had to go through the whole process of explaining again everything about the matter since August and the staff member apologised to me for not having been contacted nor received the formalised letter with the cancellation of the contract and said that he was going to get this matter dealt with immediately and I should be getting it within the next few days.
Again I never heard back from Vodafone.
I called again in januray this time to request the PAC code and also to have this matter dealt as I was extremely frustrated with the kind of service I was getting from the customer services. This time a lady staff member dealt with the call and was extremely apologetic and very eager to help after I explained again the whole issue with the ongoing matter.
She accessed the files and confirmed to me that the male staff member who originally had dealt with the matter in November was not with the company anymore and he should have e-mailed me back with all the confirmation regarding the cancellation of the contract. She assured me that she would have this sorted out within 48 hours and she would call me back to confirm this.
Again I never heard back from Vodafone.

I made another call about this matter and by this time I wanted also to cancel the contract with my mobile phones as clearly Vodafone customer services was definitely lacking in efficiency and even minimum terms of decency to place a courtesy call to me updating the situation.

I have made several calls from there on regarding this matter and every single time I call I have to go through the whole arduous process of explaining from the very beginning the ongoing issue and the staff commits to have it resolved and call me back, which never happens.

Today I called again and after a call lasting almost 30 minutes and being put on hold several times for several minutes for the staff member to read the notes and back notes in order to acquaint herself with the situation I am finally told that after speaking to her senior manager it had been agreed that I could cancel the contract but it would have to be in a way that I would have to meet half way, in other words pay half of the cancellation fee. Now this is absolutely unacceptable and I left it clear with the staff member. I have had this issue pending since 29th of October and every single time in the number of calls I have placed to Voodafone there was a commitment from Vodafone to have someone deal with this and formalise the cancellation, and it never happened, nor did I receive any call even to keep me updated. And now Vodafone tells me that all that is recorded of that conversation of the 29th of October is that the staff wrote in the file that customer called to request cancellation and the customer was told that someone would call him back.

Now this is absolutely unacceptable. The number of calls that I placed, the amount of time that I have spent on the phone chasing this issue and every single time I have been told and confirmed that it has been a fault from the customer services for delaying this matter and taking it too long, and the number of apologies that I have received from every staff member I speak to on the phone acknowledging the fact that this should have been already dealt with and resolved and the contract cancelled, and now I am told that the cancellation cannot be agreed in the terms previously agreed as per the telephone call on the 29th of October as I had clearly been offered, which was based on the fact that I had the 15 days incorporated from the day that my new SIM had arrived. This was absolutely specified in these terms when the discussion took place on the 29th of October and the cancellation had been agreed.
In the meantime all through the direct debits are being paid through my business account and this issue is still pending.

I have been a business customer with Vodafone for years now, although not for long now after this, and I would hope that customer services of such a company would deal with matters like this in a more efficient way.

furrytigerpants

I've been with vodaphone mobile broadband for nearly 2 months - This is a £15month for 3GB. so the first month they over charge me explaining that it was extra line rental - Ok

2nd month - over charge me again by £15 - not a happy bunny

Now my inital gripe was being overcharged - I was told that i had gone over the stated 3GB. I did advised that the usage box states that i used less that 2 & half GB - I have set a restriction on the limit to tell me if i go above this. But after speaking to Rasha she advised me this could be a software problem and would endeavour to ring me back at 5.30pm Tuesday evening and that she finishes shift at 6:00pm.

So 5:50pm still no phone call - now really i should have left it there but i was really annoyed so i used my orange mobile to ring vf (big mistake), as i do not have a landline. I spoke to a lady called Rachel in the Technical Team, and i was told that Rasha is based in Eqypt and could be in a meeting, i advised that this wasn't good enough and wanted somebody to call me back (can i put you on hold) you already know where this is going.

After quering the bill the conversation led onto the usage allowance. Rachel advised me that the box that comes up, to connect to the internet, where you can view your usage, shouldn't be used as it doesn't exist on vf records. Oh ok, so what's the point of setting the restrictions and limits if it doesn't reflect how much usage you use. I asked the best way to view and track my usage and my response was (as i don't have a vf mobile thank god) to either ask someone i know if i could use there vf mobile or ring vf every other day!! Now in my book that is just not good enough. I asked for clarification on that, tap my friends up to use one of their phones or ring vf on my mobile - which i was stressing at this point for somebody to ring me back - to which i was advised that she isn't allowed to ring me back. I couldn't understand why vf would put there name on a connect to internet box and not give their customers the facility to track the usage, without having to ring someone.

Really wasn't happy with the way the conversation was going so asked to speak to a manager. I was eventually put through to Hamish (what a baffoon) I might as well have spoken to my cat. I was told to wait a second - 10 mins past, Hamish came onto the phone and asked what i wanted (omg) are you kidding. So after going through the whole thing again i advised that the best way forward i could see (unless vf could do anything else) was to either send me an old crappy phone out so i could check the sim card in that for my usage or to upgrage me to unlimited mobile broadband for a reasonable cost - otherwise this is going to happen every month.

Hamish asked me to hold for a second - 10 mins again and came back and said that he can offer me 2 options. 1st being to ring vf every other day (so not an option) or to got to a vf store use one of there phones to check my usage - for gods sake are you not listening to me. I advised that these options are ridiculous - Hamish advised that i can go to the internet everyday to check my usage (ah getting somewhere) but the usage is updated every 72 hrs (by which point i possible could have gone over) I asked Hamish who gave him these options to pass to me, because i want to speak to them.

Hamish went very quiet and said he wanted to put me on hold for a second - advised if he puts me on hold for one more second i am going to blow the roof - at least say it might take a couple of minutes or soemthing rather than 1 second, to which Hamish replied well if that makes you feel better (how to get soembody's back even more) put me on hold for another 8 mins (getting better) advised me that could discuss the upgrade as an option and then (guessed it yet) the phone went dead - the absolute dfjhdfjvhdjhdj of a man hung the phone up!!!!!

arrggghh by this point i had been on my mobile for 1h.10m - So a little upset, frustrated and downright hfgsdh off, I rang back - to which i burst into tears to a customer service guy - whio sed if i wanted to cancel the contract it would cost me £110 and that checking the imternet was my only option - but this took another 40m - you can never get a straight answer unless your on hold for at least 20mins, i was offered £10 for the bill as as well whoop whoop (becuase i didnt know how to check my usage) What!!!!!!

So apologies for my rant - my question now at the end of this is can i persue the usage acknowledgment on this as it still really is pants and also can i send my orange phone bill to vf when it comes through for them to reimburse my (on hold costs) or at least pay a percentage towards it.

As i feel after being on hold and not having the option of a landline and stressing that i am on a mobile and asking for a call back and being told no, and becoming increasing worried about my orange phone bill i surely can get something back.

Please please please help - sorry about the rant again

clickclash

furrytigerpants wrote: »

I've been with vodaphone mobile broadband for nearly 2 months - This is a £15month for 3GB. so the first month they over charge me explaining that it was extra line rental - Ok

2nd month - over charge me again by £15 - not a happy bunny

Now my inital gripe was being overcharged - I was told that i had gone over the stated 3GB. I did advised that the usage box states that i used less that 2 & half GB - I have set a restriction on the limit to tell me if i go above this. But after speaking to Rasha she advised me this could be a software problem and would endeavour to ring me back at 5.30pm Tuesday evening and that she finishes shift at 6:00pm.

So 5:50pm still no phone call - now really i should have left it there but i was really annoyed so i used my orange mobile to ring vf (big mistake), as i do not have a landline. I spoke to a lady called Rachel in the Technical Team, and i was told that Rasha is based in Eqypt and could be in a meeting, i advised that this wasn't good enough and wanted somebody to call me back (can i put you on hold) you already know where this is going.

After quering the bill the conversation led onto the usage allowance. Rachel advised me that the box that comes up, to connect to the internet, where you can view your usage, shouldn't be used as it doesn't exist on vf records. Oh ok, so what's the point of setting the restrictions and limits if it doesn't reflect how much usage you use. I asked the best way to view and track my usage and my response was (as i don't have a vf mobile thank god) to either ask someone i know if i could use there vf mobile or ring vf every other day!! Now in my book that is just not good enough. I asked for clarification on that, tap my friends up to use one of their phones or ring vf on my mobile - which i was stressing at this point for somebody to ring me back - to which i was advised that she isn't allowed to ring me back. I couldn't understand why vf would put there name on a connect to internet box and not give their customers the facility to track the usage, without having to ring someone.

Really wasn't happy with the way the conversation was going so asked to speak to a manager. I was eventually put through to Hamish (what a baffoon) I might as well have spoken to my cat. I was told to wait a second - 10 mins past, Hamish came onto the phone and asked what i wanted (omg) are you kidding. So after going through the whole thing again i advised that the best way forward i could see (unless vf could do anything else) was to either send me an old crappy phone out so i could check the sim card in that for my usage or to upgrage me to unlimited best mobile broadband for a reasonable cost - otherwise this is going to happen every month.

Hamish asked me to hold for a second - 10 mins again and came back and said that he can offer me 2 options. 1st being to ring vf every other day (so not an option) or to got to a vf store use one of there phones to check my usage - for gods sake are you not listening to me. I advised that these options are ridiculous - Hamish advised that i can go to the internet everyday to check my usage (ah getting somewhere) but the usage is updated every 72 hrs (by which point i possible could have gone over) I asked Hamish who gave him these options to pass to me, because i want to speak to them.

Hamish went very quiet and said he wanted to put me on hold for a second - advised if he puts me on hold for one more second i am going to blow the roof - at least say it might take a couple of minutes or soemthing rather than 1 second, to which Hamish replied well if that makes you feel better (how to get soembody's back even more) put me on hold for another 8 mins (getting better) advised me that could discuss the upgrade as an option and then (guessed it yet) the phone went dead - the absolute dfjhdfjvhdjhdj of a man hung the phone up!!!!!

arrggghh by this point i had been on my mobile for 1h.10m - So a little upset, frustrated and downright hfgsdh off, I rang back - to which i burst into tears to a customer service guy - whio sed if i wanted to cancel the contract it would cost me £110 and that checking the imternet was my only option - but this took another 40m - you can never get a straight answer unless your on hold for at least 20mins, i was offered £10 for the bill as as well whoop whoop (becuase i didnt know how to check my usage) What!!!!!!

So apologies for my rant - my question now at the end of this is can i persue the usage acknowledgment on this as it still really is pants and also can i send my orange phone bill to vf when it comes through for them to reimburse my (on hold costs) or at least pay a percentage towards it.

As i feel after being on hold and not having the option of a landline and stressing that i am on a mobile and asking for a call back and being told no, and becoming increasing worried about my orange phone bill i surely can get something back.

Please please please help - sorry about the rant again

Yes, spending an expensive hour on the phone arguing with half a dozen members of staff over a potentially rightful overcharge of your broadband usage then breaking down in hysteria with tears is a much better idea then opting to take the option they gave you, upgrading your account to something more suitable to your usage.