26 Mar 2012 - Update Highest Rated Pain Stories Highest Rated Gain Stories Vodafail Local Facebook Page
Dear visitor,

Since its inception Vodafail.com has made a significant contribution towards raising awareness of the problems and issues faced by Vodafone customers.

Vodafone Australia customers have had the opportunity to voice their concerns, their fears and their troubles from every corner of Australia and beyond our borders. You have gathered the courage to stand up for your rights as consumers and to make your voice heard.

Each and every person who shared their story should have a sense of pride in this achievement and the changes that have occurred since the start of Vodafail.com.

More recently, traffic to Vodafail.com has declined significantly. Having achieved the goal of raising awareness and promoting concrete action in early 2011, we have now reached the point of closing Vodafail to new complaints. The site will remain online for as long as possible as a reminder and an example of what is possible when we share our experiences.

It has been a privilege to run this initiative and I'm am forever grateful for the help and support I've received. In particular I would like to thank Melissa, David and Travis for their continued efforts over the past 15 months. I'm also thankful and humbled by the support of ACCAN, Choice magazine and a wide range of media outlets, blogs and websites.

You can still browse existing stories and find out how to file a complaint if you are experiencing problems.

Until next time,

Adam Brimo

Share Your Pain

Vodafail.com is no longer accepting complaints.
Over the past 6 months traffic to Vodafail has declined significantly. Therefore we have closed off Vodafail to new complaints. We think you will find more joy in posting on any one of these fine product / brand review sites.

You can also post directly on the Vodafone community forums.

Other People's Pain

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9699 Someone from VIC thinks vodafone is call drop outs at 1 Jan 2011 07:39:36 AM
I am so sick a tired of trying to deal with this company!!! After being with a different service provider for over 10 years I approached DUDphone & was informed by the sales attendants at Crazy John's in Ballarat that the coverage was excellent in this area, and they further stated that coverage would be even better in the up coming months as a new tower was going up in Daylesford. In my profession I rely HEAVILY on my mobile phone & this was a crucial factor when changing service providers. (Wasn't I an idiot). It clearly states in my contract, "I have discussed and understand Network Coverage provided in the areas I require usage."

Service and coverage have provided a headache since day 1 although I persisted for quite some time. However, of late, the persistant dropping out of phone calls, colleagues telling me they have been trying to ring me and getting a recorded message that the phone is not in a service area. People ringing my wife's mobile (optus!!!) while she is working beside me because they wish to speak to me but can't get through to my phone, receiving text messages 24hours after they have been sent. To send a message from my home, which is 1.5km from the vodaphone shop, I have to walk around the house trying to find reception like it was way back in the early 1990's!!!

I made a complaint in October 2010 and was told I haven't complained enough and that they would send me a new sim card! Guess what?? No improvement at all!!

I rang again of on friday the 17th of December at my wits end and after hearing through the media that vodaphone was having to release customers from their contracts due to poor service and coverage. Whilst on the phone to customer service they had to ring me back three times due to the call dropping out. They finally put me through to accounts who were in the process of trying to tell me that I would have to pay for the termination of my contract when the phone call dropped out again. Within minutes it became clear that they had disconnected me, No phone call to tell me what was going on. At that point I rang back and after a 40 minute wait was told that my account was terminated and inactive, no discussion of fees.

I have since connected gone back to my old service provider but they have locked my iphone.

I also want an explanation as to a text I received in the last few days stating that I owe vodaphone an early contract payout sum

I would not have asked to get out of the contract a couple of months early if they had have met their part of the contract. Vodaphones service and coverage has been absolutely appalling and Vodaphone have failed miserably at fulfilling their part of the contract. I was a loyal customer to Vodaphone up till this point but given the poor service and failure on the part of Vodaphone, I fail to see how in good conscience they would seek monetary renumeration for the early termination of my contract.

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9696 Someone from VIC thinks vodafone is BeyondFail at 1 Jan 2011 07:06:21 AM
Vodafone completely failed. I complained. They didn't fix the problem but they DID give me a credit.
An "Extra" credit. What is that worth? NOTHING!
Can I use it to recharge my account? NOPE
Can I use it to download something? NOPE
What's it good for? ? ? ? ?
NOTHING I have ever or will ever be interested in.

Vodafone has again MISLEAD me and provided THE EXACT OPPOSITE OF CUSTOMER SERVICE.

Vodafone treats you with contempt.
Vodafone is not interested in your problems.
Vodafone will not help you in the future.
1 Jan 2011 07:16:49 AM: Oh, and if you're out of credit - you can't call the complaints team.
EVEN though they give out numbers that start with "04"
These people are so beyond fail.

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9692 Someone from NSW thinks vodafone is T.I.O. DOES NOT WANT TO HEAR FROM PRE PAID CUSTOMERS. at 1 Jan 2011 02:30:44 AM

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9691 Someone from NSW thinks vodafone is 189% at 1 Jan 2011 01:15:33 AM
I have had the absolute displeasure of dealing with Vodafone 'Customer Service' on 4 occasions in the last 4 months. Every time I approach a Vodafone store with my queries, even after a lengthy wait instore, I am then told they cannot help me and i need to contact ' Customer Service' - which roughly translates to 'If you are not here for me to sell something to, please contact our offshore contact centre'. I upgraded from the iPhone 3 to the iPhone 4, which required a micro-sim. I was instructed to contact 'Customer Care' and activate my new sim. After customer care had done this my call was terminated mid sentence. An hour later my new phone and sim card still were not active. I called back and was told to give in another hour. 24 hours later and still no access to the network. At first i tried to access the ' complaints line' but was cut off 3 times in succession. When I finally spoke to someone, after 45 minutes, i was told that 'someone' hadnt fully activated the account and to wait another '20 minutes'. 8 hours later, i still had no access. Tried again to call the ' complaints' line and again just kept getting cut off. When i finally got to customer service i was told it would be active in 20 minutes and they apologised for the previous mistakes. Why, if it finally took 20 minutes, did it take 3 days for that to happen. And why was i still charged for those 3 days access??? Following this, my phone was stolen. I called Vodafone to report this and have the phone barred. 6 hours later, my phone was still taking voicemail, for which i am charged. (The further charges to the account have only been rectified after many hours again on the ohone to vodafail.) Called again, waited more than an hour, finally spoke to someone and explained that i had my old iphone with the old sim card inside and to reactivate that one. I was told 20 minutes. I called again in 2 hours and was told that everything would be fine after a 30 minute wait. I had network access for 25 minutes before it was cut off. I called again and was told ' this phone has been reported stolen' I tried at great lengths to explain the situation to punjab but he then referred me to another department, who asked me the same security information before transferring back to the same person ( another 20 minutes ). I then again attempted to contact the 'Complaints dept' , was cut off 3 times before i spoke to some one who said, im sorry for that but there is not much i can do, i will talk to the person that made the mistake, but i will have to transfer you to someone else to have t rectified' (another 25 minutes). In the next week the sim card was disconnected 3 times based on the phone being ' stolen ' meaning i lost about 2 hours waiting online and 3 full days of 'access' to the network - for which i was still charged. I then attempted to change my number with vodafone, requesting my contract number be transferred to a pre paid sim and my contract be issued a new number. I made this request at vodafone bondi junction, and was advised again to call ' Customer Service'. I called India and was told no, this needs to be doen in store. Went back to the store, spoke to the same guy that directed me to CS in the first place, who then got his manager who told me that what i spent 4 days trying to do was not actually possible. I was given a new number,, but had to retunr to the store 24 hrs later to have a new sim card issued because after cancelling the number the sim card was cancelled too. I also recently recieved an ' your phone is about to be cut off' sms from vodafone, but no bill to be paid in my email as usual. Again, I called complaints, and waited 38 minutes to be told it was sent. I asked for it to be re-sent and told it would be immedeatley. I still have not recieved a bill. When i Called to advise that the outstanding account, as detailed in the sms i recieved, had been paid via 2 different transactions, i was told ' im sorry sir but the 'system' will only allow me to input one transaction number and amount, so your phone will still be cut off after the weekend and you wil have to call back next week to advise that you have made another payment. I have recently driven from Mackay in far north Qld to Sydney. From Kempsey to Sydney I have driven many time before on the same roads with no problems. I managed to get coverage on less than 10 % of the ' National Highway'. Maybe, next time Vodafail plans an /aquistion' and considers it and 'achievement' to be finally operating off their own network, they should not choose the network with the worst reputation for coverage in australia. A copy of this compaint has been sent to the TIO and i await confirmation of my desire to be released from my contract and never, ever, ever have anything to do with Vodafail and their pack of incompetent 'off shore staff' ever again
1 Jan 2011 10:59:25 AM: sounds a little like days of our life - good luck with it all!!

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9673 Someone from NSW thinks vodafone is Website at 31 Dec 2010 09:52:20 PM

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9648 Someone from NSW thinks vodafone is Epic ROFL FAIL at 31 Dec 2010 06:37:33 PM
I called cx care to get more data on my cap plan. The guy on the other end had to confirm my details 3 times (wont go into what race or what dialect he was speaking in). I asked for an extra gig of data on my number. He happily agreed and said "all done". I asked him how much does it cost me a month? He pauses "Give me 2mins and puts me on hold." After 10mins the line got hang up... I called back 30mins later. Another guy asked me for my details, i provided it again. He says its incorrect, I repeat it, then he says "okay its right now". (this made me nervous... I asked for a confirmation of what i just said to him, he repeats the same details only expect now the address is completely wrong and im now sumone from a different state!???? I told him thats not right, (he gets angry), asks me "Are you a authorised person on the account?" I replied with my details again! "Thats fine you data pack has been added" I asked him to change my address back to the correct details and he obliges.

Following month I get sent my bill with my number on it but in someone elses name. I was charged for a brand new phone which i do no have on a new plan that had resulted in a cancelllation fee of my old contract.
I call them again...
"Can i get your name please?" I answer with my details again. "Thats incorrect" He hangs up! I call back this time a girl answered i repeated the same process and finally tried to explain my situation. She says i had made the changes on the account but i asked her about the incorrect billing name, she didnt have an answer, I told her i dont have a new phone she transfers me to the manager. I repeat story, he laughs... I asked him whats soo funny? He says nothin and told me i will be credited for the mistake on my next bill.
3rd month, I didnt get credited...


Dunno if i should cry or call them up and let them laugh at me. Maybe i'l laugh with them this time.
31 Dec 2010 06:48:04 PM: if you cant beat them - join them i say
31 Dec 2010 06:50:54 PM: you must be the guy i spoke to over the phone then?
1 Jan 2011 06:31:15 AM: A little bit of good news, I think you could sell this as a comedy sketck

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9641 Someone from VIC thinks vodafone is its bad at 31 Dec 2010 06:18:25 PM
i joined vodafone one back and i was not able to register my self after calling multi times to Vodafone CSR. it took week and half to setup my online account but service is worst then ever. either it doesn't download or it doesn't let me browse the webpages. i dont know what to do coz i m locked in 12 months contract....please help

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9632 Someone from QLD thinks vodafone is at 31 Dec 2010 05:32:14 PM
Ive have been with vodafone since august 08 and i was told by the consultant at the airlie beach store in the Whitsundays that the day I was joining was the same day that vodafone was inprooving there network coverage, and im still waiting for that improvment! I am onto my 3rd phone as the 1st one i recieved died within 24hours of signing my contract with vodafone,Then next phone I recieved was the "new" nokia N97 which the touch pad stopped working before I even paid my first phone bill!! Now I am using a nokia X6 which has the same, if not worse network coverage as my 1st 2 phones! Just recently for some god known reason vodafone has decided to stop sending me out paper bills in the mail, which is my only meens of paying my bill in the first place! so just this afternoon i get a telemated call (which i could only answer standing on my outdoor furniture at my front door otherwise it would get disconnected) saying you have not paid your bill for Novermber or December please pay buy "This" date or your phone will be disconnected! Well after that phone call i panicked as i am a new mum and I need my phone in case of emergency, so i rang customer support and after waiting a good 35minutes I had some guy in india or wherever answer and he tells me that I would have to wait till the billing department was open at 9am Monday morning! Today is friday 31st of december so I have to wait until the 3rd of january to try and sort it out! I now have 8months left on my contract with this dispicable company and if it wasnt for that I would have changed a LOOOOONNNNGGGGGG time ago!
31 Dec 2010 06:42:03 PM: I sympathise with you. My internet connection is post paid so I can cancel as soon as I have an internet connection that works - and yes, unfortunately I'm going back to Bigpond and Telstra - they charge like a wounded bull but it beats all this frustration. I have an X6 mobile too that I'm still locked into for another 18 months - I can't use it properly as the manual is 108 pages long - lol

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9623 Someone from QLD thinks vodafone is very at 31 Dec 2010 04:59:34 PM
I was formewr employee of vodafone who decided prepaid mobile broadband was a good option for me, convinced by vodafone emtremely competitive pricing i bought with them. As i get home im excited to browse the internet as this is new for me. As employee coverage maps were easily accessable in which my area was completly covered in the 3G network which was great as coverage is not a problem. Installation was simple and easy and start-up ha instructions provided. The problem however as cheap as vodafone was was it never worked, browsing times were etremely slow and at one point timed the download time between web pages the longest ranging 7 and half mins, other times is was so slow it often came up wit browsing errors. So i rang through to data support in which spent tree hours troble shooting everything from my computer settings, to admin rights, to sim swaps at which nothing worked. Working at vodafone i knew the problem was coverage however i was dealt as this was the most unlikely scenerio. I was later told that they would work on solving the problem and to let me know that i would recieve a call within 24 hours. No call came. So i rang again only to trouble shoot the process the exact same way the previous day. Lucly for me the manager at the store ended up writing it off, however can completly understand customer anger and dissapointment to faitfully buy a product with a large amount of promises only to find a second rate service and poor customer service. Unfortunatly people are sucked into buying the lowest price product on the market, but aske yourself is trouble od troubleshooting hours on end and returning a device worth the couple of dollars saved. I ended up buying with telstra and while customer care is only slightly better the coverage is amazing. More expesive but works and works fast.

Another issue i had was when i bought a recharge online for my prepaid account only to be billed twice. I rang up customer care to query why this had happened only to by hung up on, So i rang agin at which i was told it was a mistake and theat the money would return to my account with a week. It did surprinsly, however this is caution to check ur accounts as an employee i have witnessed many mistakes, weather dilberate on vodafone behalf or coincidental be safe and check.

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9602 Someone from WA thinks vodafone is epic fail at 31 Dec 2010 03:29:55 PM
We have a business to run and it's just not good enough. 4 hours of no reception, delayed text messages by over 4 hours, inability to access "my vodafone" to pay them some money due to my pin not working despite being the same as on their system (and being re-done twice already), shitty reception and spend 10 mins trying to get to the right department only to be transferred to another dept.
They are quite happy to charge me a late payment fee but when I can't access my account to pay them, shouldn't they be paying me the fee? They gave me free calls on a Saturday for the 4 hours of non reception, but what about the other times they're not up to par?
Should have stayed with Optus.... no problem with them albeit more expensive.
31 Dec 2010 03:35:07 PM: Forgot to ad - calls not connecting saying there is a connection problem, calls going directly to message bank - people think my phone is off, phone dropping out mid call....not happy
31 Dec 2010 08:12:52 PM: optus is worse and more expensive in my experience

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9598 Someone from NSW thinks vodafone is Failed constantly at 31 Dec 2010 03:16:20 PM
I sent a lot of sms lately to wish family and friends Merry Christmas and today for Happy New Year. Some sms never arrived!
When you want to check how much value left in your account on Vodafone's website at the last day of the month like today, it does not allow you to do that showing error message! Two months in a row, how could that be? Is Vodafone purposely trying to confused its customers in order to make us spend beyond our monthly limit? I think so! Vodafone is a big liar and full of scams!

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9597 Someone from QLD thinks vodafone is at 31 Dec 2010 03:14:24 PM
crap service for txt, talk & mobile internet, on an iphone 4. All this after taking 5 weeks to get my number carried over from my last vodafone account.

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9595 Someone from NSW thinks vodafone is at 31 Dec 2010 02:59:48 PM
All 4 phones on my account dropped out constantly. The reception is so bad where we live we could hardly make any phone calls let alone data access in the past 2 months. It has got to the point that I will pull out all 4 phones.

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9588 Someone from SA thinks vodafone is Moderately at 31 Dec 2010 02:27:42 PM
Locked out of my my Vodafone account numerous times, entirely certain password entered was correct.
3 Jan 2011 06:23:16 PM: No way! Me too! And then it also told me my answer to the secret question that I made was wrong too! For gods sake! Everything's going wrong with Vodafone right now.

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9577 Someone from NSW thinks vodafone is Bad at 31 Dec 2010 01:43:23 PM
I was charged over $500 on my account for my phone bill. When I rang up an asked what the charges were, they couldn't tell me.
I was charged for changing my plan and not told about the fee when I called to change it.
I then went thru my bill and added it all up and then rang again to fix it up and only took of $200 and still couldn't explain to me where the extra money was from.

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9553 Someone from NSW thinks vodafone is billing, coverage, customer service ect!! at 31 Dec 2010 12:51:55 PM
I'm currently on vodafone's $99 cap. I have been with then since the old analog days and in the last 3 years i'm ready to have a sense of humor failure!! The coverage problems seem to happen whenever you step out of the sydney basin anywhere up or down the east coast and also massivly inland, a 3hour blackspot between yass and griffith is not ideal in anyones books!! The data download on the iphone is appaling any slower and i fear my phone may lapse into a coma!! and thats when i actually have 3g coverage. the sutherland area seems to be the worst for coverage in my opinion.
Now for the customer service. I have no problems with other cultures however you can not solve my problem if you do not understand my question!!! i would love to have my problem solved within the first 5 minutes of the phone call however currently it takes five minutes for the operator in India to get my name correct!! I spend in excess of $1600 a year with vodafone, and they are just about to lose that now and if that seems like only a drop in the ocean will consider 5000 people pulling up stumps too woops vodafone now it's more like $8 million. all i want is good service that i pay for i know things happen in big networks and thats ok but 3 years of crap and lost income is too much!!
31 Dec 2010 01:04:09 PM: just thought i'd add a calculation from my last reply if the 9230 people currently on this site....say averaged a $60 bill per month (yes i understand its probably a lot more) if we all left vodafone in one month would lose $553,800 and over just one year $6,645,600!!! take note vodafone the people are speaking!
31 Dec 2010 01:09:12 PM: just thought i'd add a calculation from my last reply if the 9230 people currently on this site....say averaged a $60 bill per month (yes i understand its probably a lot more) if we all left vodafone in one month would lose $553,800 and over just one year $6,645,600!!! take note vodafone the people are speaking!
31 Dec 2010 02:46:16 PM: from wikipedia - "with around 332 million proportionate subscribers as of 30 September 2010."

here i used 80 bucks a month with the 332 million people. not obviously not the exact figure; but we'll work out a rough guess..


i'm sure they could use some of that to fix this.

then again, it is vodafone. they're not that smart.
31 Dec 2010 04:30:56 PM: Yeah Voda is not that smart, they only have a business that size because they are dumb, you my friend are a slow cunt.

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9550 Someone from QLD thinks vodafone is at 31 Dec 2010 12:43:23 PM
we never get reception,we have friends try to call and we get text messages from them saying they try calling and we return their calls when we can get reception,,we go over our cap because of all the extra calls we have to make because of the reception trouble..we can never access the internet because there is never any reception,,we are sick and tired of paying for a service we cannot use when we need it and when we want it,,,its not only 1 phone that we have this trouble with .we have 2 phones on the same account,which we are not out of contract until august 2011..we want our contracts cancelled without their stupid fee so we can go to a carrier that actually cares when you call them about a problem..not to mention we called and complained about our service and the next morning we had outgoing calls barred because we were 4 days over due on payment...i have not paid it and i wont until we get the service we deserve!!!!!!

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9541 Someone from QLD thinks vodafone is NOT UP TO STANDARD!!! at 31 Dec 2010 12:25:06 PM
-My pre-paid internet disconnects at least every 10mins during peak times
-During peak time my mobile calls drop out within 1minute of commencement of call
-A few months ago I noticed I was exceeding my limit of calls and checked my bill. I was sending '1' text message and it was being sent every second for 5 seconds, so i was being billed for 6 messages!!! I write lots of texts so this put me over my limit, so I was being charged for my calls over my limit!
-Extremely poor reception
Sometimes my mobile broadband cannot even pick up a signal from GPRS when I cannot connect via 3G.
31 Dec 2010 12:52:27 PM: Also, when my mobile pre-paid broadband will not work, i try and use the net on my phone and NOTHING!!! It really bothers me that they spend soo much on racing car sponsorships etc but cannot improve their customer service. Not good enough!!!

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9531 Someone from QLD thinks vodafone is Super Fail!!! at 31 Dec 2010 12:02:17 PM
I've been a Vodafone customer since 1999 and up until the last 12 months was happy with the service. In the last 12 months I've been charge the wrong amount on bills, been charged for other peoples bills, had my automatic payment details removed for over 3 months causing my bills not to be paid without my knowledge causing me to incur late and dishonoured payment fees, can't access the MyVodafone website and now can't call any of the Customers Services numbers because they all hangup once they take the call.
Vodafone, come on, pickup your game.

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9530 Someone from NSW thinks vodafone is very fail at 31 Dec 2010 12:01:08 PM
constant drop out in service, the worse customer service when calling there 1300650410 number ive waited 2 hours then been hung up on, this happened twise over to days...billing me 181.00 on a 29 plan ...

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9528 Someone from NSW thinks vodafone is very fail at 31 Dec 2010 11:58:41 AM
constant drop outs , terrible waiting times to contact vodafone, constant wrong billing info sent to my phone..

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9527 Someone from QLD thinks vodafone is Hell at 31 Dec 2010 11:58:07 AM
this should sum up my problems, its the complaint i sent to vodafone.

Dear Sir / Madam

In mid March I signed a contract for a new Vodafone account. I had not done business with you before. We are unhappy with the service provided. All of the problems are as follows, calls not connecting, extremely poor data performance, no reception in my home where as all other network's phones work. Calls also drop out, SMS messages fail to send occasionaly, SMS messages being recieved days later on some occasions there are other issues as well such as poor coverage in regional areas where as other networks continue to provide the service. When I purchased the phone we asked and were assured we would have coverage in regional areas that we visited.

My first BlackBerry's screen malfunctioned, after receiving a 'loanfone' which continued to offer poor network performance Vodafone quickly replaced the BlackBerry so it was apparent it was not a hardware issue because the service was consistently disappointing and remains so.

I have used Vodafone's network on multiple devices including the original BlackBerry the 'loanfone' and the replacement BlackBerry in multiple locations and it has failed to provide the services promised I would like to move on without a contract break fee. We will return the BlackBerry device on request to our store of purchase, Vodafone Robina. Please reply by email or mobile phone,


Andrew Ranson
31 Dec 2010 12:14:58 PM: Did anyone reply to you?
7 Sep 2011 01:09:31 AM: yes Vodaphone fixed and cancelled plan

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9514 Someone from VIC thinks vodafone is Absolutely Useless at 31 Dec 2010 11:23:41 AM
I'm currently sitting here with the phone on speaker waiting for someone to answer my call so I can cancel my daughters account because of reception issues. Current waiting time as I type is 58 MINUTES... They had better not ask me why I want to cancel because if the call is being used for training purposes I will give those trainees something to listen to for the next ten years!!! ... Currenlty ONE HOUR!!!!!!!!!!!!!!!!!!!!
31 Dec 2010 11:48:02 AM: Me to thats crazy I am trying to cancel also

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9503 Someone from NSW thinks vodafone is gone poor in service at 31 Dec 2010 10:43:27 AM
Vodafone accepted payment for my old account causing barring on my new account without any notification of reason or billing.I tried calling 5 times & having to wait approximately 30 minutes each call before problem was resolved.Issues with phone are no reception escepically as i operate a business requiring reception 24/7.

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9461 Someone from NT thinks vodafone is No security at 31 Dec 2010 09:21:49 AM
I lost my VF prepaid SIM card. My fault, but I wanted a replacement when going on holiday (to replace business SIM). I found the page on the VF website saying free replacement for lost card, visit a shop.

Here's the fail. I went into a Brisbane CBD VF store with the page about replacements printed and my number hand written on the top. The assistant was VERY (truly) helpful. He got a new SIM for me, confirmed the number, changed details on the PC and bid me farewell. At no point did I produce ID, answer security questions, OR EVEN GIVE MY NAME.

So much for 100 points of ID being needed. Just 'borrow' another person's account ...
13 Jan 2011 11:09:51 PM: A similar thing happened to my partner. Had issues with the SIM card and got it replaced - no questions asked.

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9460 Someone from VIC thinks vodafone is Extreme at 31 Dec 2010 09:20:02 AM
My son Ben is close to 19, has been anaphylactic since about 1992 and has been using 3 as his phone provider.

His and my reasons for having a 3 account were:
1. Sharing with Telstra for coverage
2. No problems with roaming
3. Excellent rates/caps
4. Most of his mates were on 3 and therefore there were a lot of free calls.
5. He added a 2 year contract (under my name) recently and got an iPhone 4 (he's delighted with it) however, the reduction in service for the same cap price is a worry and we are now locked in to the poor service for another 20 months or so...

Now we have no certainty of service with the combination of 3 and Vodafone - coverage reduction since 3 and Vodafone joined forces has meant that his Cap of about $40 is now costing nearer $80...

Bottom line is that we had found a good compromise on price and service with the 3/telstra arrangement. Now with the changes it is possible that his life is at increased risk - he carries Epipen and drugs to combat an anaphylactic reaction and whilst 000 should always work, certainty of service to call his support network (parents and siblings) if an attack occurs is severely reduced.
31 Dec 2010 09:23:51 AM: In case you are unaware, when the contract between 3 & Telstra run out, Telstra will not be renewing the contract as 3 merged with Vodafone, and vodafone is a major competitor of Teltra's. Just letting you know in case you have to figure out which way you will proceed with your choice in carrier.
31 Dec 2010 07:24:41 PM: The actual agreement between 3/Telstra finishes in Aug 2012

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9448 Someone from NSW thinks vodafone is Help The Sick at 31 Dec 2010 09:00:19 AM
Try some compassion!!!!How about Vodafone, 3 and Crazy John's let the people who are sick and need to be able to contact friends or Doctors out of their contracts on the Vodafone network. I'm sure if they passed on the company would not hesitate to continue billing them! Give these people away out and peace of mind.

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9425 Someone from QLD thinks vodafone is at 31 Dec 2010 08:06:07 AM
31 Dec 2010 09:36:17 PM: Can you speak indian... 1555 and 1557 got DIRECT to Delhi Inida with no way for them to divert or contact VF Australia

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9424 Someone from VIC thinks vodafone is Megafail at 31 Dec 2010 08:05:16 AM
Me and my mum signed up for a 24 month Vodafone contract just over two years ago on the $49 so that we could each get the Nokia E71's. Throughout our entire time with them out bills were never accurate, we were charged for numbers we had never dialed and internet that my mum didn't use. We never has any reception in our area, even though we were assured by the staff at the fountain gate store that we would. Towards the end of our contract, we were wondering exactly what day our plan expired as we were already fed up with Vodafone's service and wanted to change providers. The contract end date was not specified on our contract so we contacted customer support and spent six hours on hold just to ask when our contract with them expires. We were told by the support staff that it was meant to be the 16th of November, but later when we received a bill for approximately $400 for a 10 day period we were told that it actually expired on the 6th. We took this matter up with authorities and got our account terminated, yet still receive monthly bills of astronomical amounts.

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9422 Someone from NSW thinks vodafone is Extemely at 31 Dec 2010 08:02:12 AM
I have spent hours over the last week trying to get a person on the phone to discuss my wireless broadband account. After waisting my time trying to get their automated "Laura" to connect me to the right place, i only end up getting some idiot that has no idea what im talking about. I was constantly transferred or i get the "ill need to speak to my supervisor" only to be hung up on then i need to repeat the whole process. I shit you not this process took over 2Hours and i still had no answers.
If your disconected while talking to a customer rep or hung up on, surely seeing as though they have all your details why dont they call you straight back?
Vodafone is crap.

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9409 Someone from NSW thinks vodafone is Extremely at 31 Dec 2010 07:12:43 AM
I rang Vodafone over 5 months ago to cancel my account due to call drop outs, delayed messages and little to no service coverage in my area. I got an email today telling me that I owe them $325.87 for the last 3 months! I haven't used this phone and am now on hold while waiting to speak to their "investigations team" so they can look into the coverage in my area before they cancel my account - this was supposed to be done months ago! GRRRRRR
31 Dec 2010 07:34:32 AM: Finally got through to someone and they had transferred me to the iPhone technical department! Been on hold for over 45 mins to find out they transferred me to the wrong bloody department! Pick your act up Vodafone - this is a f#$king joke.
31 Dec 2010 08:00:04 AM: Now after being transferred to 3 other departments I have hung up.... Now to contact the ombudsman.
31 Dec 2010 09:25:56 AM: That exact same thing happened to me yesterday and today. I said to the lady a three times don't transfer me and he completely ignored me and transference my call anyway. Then I was on hold for and hr and had to hang up because I was at work!!!

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9403 Someone from NSW thinks vodafone is at 31 Dec 2010 06:55:49 AM
I have recently found a way to get out of my Vodafone plan without paying any exit fees. I asked to be changed from Post-Paid to Pre-Paid. They did it straight away and I havent paid any money to Vodafone since. The only issue is that I cannot use my old mobile Vodafone number because it is currently registered under a Pre-paid account (I havent put any credit on this account) - instead I have gone to a different provider.

The pain of changing my mobile number was far less than the ongoing frustration of the Vodafone service, or lack thereof.

Good luck guys!
31 Dec 2010 07:57:00 AM: You can still occur fees for that, any break of contract (porting out, going prepaid or cancellation) mid term will cost.
31 Dec 2010 12:44:05 PM: what a pity!!

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9392 Someone from NSW thinks vodafone is very at 31 Dec 2010 05:56:27 AM
over charged bill, cant access account

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9364 Someone from ACT thinks vodafone is at 30 Dec 2010 10:56:39 PM
Trouble shooting
Thursday, December 30, 2010 in News

Dear customers,
We want to ensure that the network experience we provide meets your high expectations for service quality.
We have been working hard to improve the network and build in new capacity, but if you are still experiencing difficulties with your Vodafone service, we would encourage you to contact us on 1555. If you experience any wait time when you contact us, please select the call back option and we will return your call.
Our Technical Support Team in on hand to talk to you about your experiences, take note of your feedback, escalate the issue to our Network Team, when required, and we will consider cases where we may provide you with account credits, where appropriate, to compensate you for any recent inconvenience.
To investigate the issue, our Technical Support team, will ask you for a few quick questions:
How long have the issues been occurring?
What location / locations are you experiencing difficulties?
On what dates and times have the issues occurred?
What brand and model of handset are you using?
Once we have established this information, here are some of the trouble shooting steps that we will walk you through, which may help to improve your network experience:
Perform a Manual Network Selection on the handset to confirm we have access from the handset to the network
Switch the handset off and on to check if this then re-establishes the network connection
Check for any known network outages or planned work at the locations
Check the coverage at your reported locations
If the issue is not rectified through the initial troubleshooting it will be raised as a fault for our network team to investigate it further.
Following the investigation by our network team, there will be a number of possible outcomes such as:
Confirmation that there is an impacted site and a timeframe for when the site is due to be fixed
There is marginal coverage in the specific area and a timeframe as to when we expect the coverage to improve.
There is conjestion at the site, which we will seek to alleviate as part of our network capacity upgrades.
If the coverage is not due to improve in the short term, or we cannot suggest a device to improve network performance such as Pocket Wi-Fi or an alternative handset, we will consider a number of options such as the possibility of an account credit until the issue is resolved or releasing you from your contract when an appriopriate resolution cannot be achieved within a reasonable timeframe.
Each individual customer issue can have different symptoms, such as problems with making or receiving calls, dropped calls, delayed text or voicemail messages or slow data speeds, and this is why we need to look at each case individually and provide a suitable solution for that issue. Some issues are quickly solved and some may take slightly longer to resolve. We will do our best to indicate a time frame for resolution of your particular issue.
We have a major network upgrade program underway and the sites that will be upgraded to improve coverage in the first quarter of 2011 will soon be published on this website. We will keep this up to date so you get a better picture of coverage improvements that may be coming soon to your area.
Thank you for your patience as we work through these issues to improve your network experience.
Cormac Hodgkinson
Director of Customer Service & Experience
30 Dec 2010 11:10:57 PM: If anyone is interested, the link to that can be found here: http://blog.vodafone.com.au/blog/news/trouble-shooting-for-the-web/
31 Dec 2010 08:13:15 AM: Cormac, thanks for the BS email, Being direct of customer service & experience,again you have not listened or heard your customer complaints, if I was in your position, I would not only be embarrassed but probably hire someone alot more competent with skills in serving customers. Please understand, that you have broken your contracts to more and more customers everyday, you promise things that is so obvious by this website does not happen, are you just trying to be funny!!! You are serious about these problems being fixed and someone will call us back!!! I believe we have all been patient, maybe you guys should just start actually be proactive and not reactive to a situation which is so far out of hand, I really believe you will not be able to fix this in the immediate future. Poor you, what a huge negative to your branding, not even your sponsorships at sporting events will fix this and looks to me, that vodafone will loose a large majority of its customers to service providers whom actually provide a service. Good luck, hope you dont have to join the employment line too soon!!!!

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9336 Someone from QLD thinks vodafone is 90% at 30 Dec 2010 09:46:38 PM
Cannot send texts since Nov 12th.
After repeated calls to customer fail I don't speak English as my first language centre, still no joy. Each time I have to either leave my name/number for them to call me back or be on hold for 45min to an hour. :(

Went into store, still no help. I CANNOT believe it has gone on this long with no resolution. They should know how to fix simple shit like this.

Keep getting error message SYS-Error insufficient credit. Even when I have a brand new account with $40 credit on it. I know I cannot be the only one like this.

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9314 Someone from NSW thinks vodafone is Very at 30 Dec 2010 08:34:27 PM
I've been a long term Vodafone user.

Apart from the usual call drop outs, lack of data with full 3G / H signal strength, inability at times to make outgoing calls with full signal and drop outs during data usage, the one thing that has really annoyed me over the past year and a half is their inability to solve technical issues and their willingness to pass the buck.

I first logged a fault with Vodafone over 18 months ago, the problem being a fault on the myVodafone website that prevented me to change phone settings such as call diversion. Having been with Vodafone for well over 10 years, this hasn't been a problem in the past.

I have made multiple calls to Vodafone (I have lost count how many, but would be around 5-10); each time I would have to explain my situation again (apparently it was supposed to be recorded on my account each time but it never was), and each time I would be transferred to someone else and I would have to explain the situation again. Some calls would last over an hour and I have explained the situation up to 3 times to different people on a single call.

Each time a promise would be made to have the issue escalated and resolved, but each time it has lead to empty promises. I have even been told they are too busy to look at the issue.

I gave up trying for a few months but decided to give it one last go, I believe my last call was made in Sept/October, I have since received a $70 credit and two additional calls (the first time someone has actually called me back despite promising to do so on previous calls) from Vodafone to say that they are still looking into the issue.

I honestly don't think they will resolve the issue.

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9312 Someone from VIC thinks vodafone is big pain at 30 Dec 2010 08:29:21 PM
we added our dougther to the $29 as vodafone advertise that third phone will be charged $19 for the first 12 months ............yea rigth.................each month be had to ask a refund back as we have been charged $29..........also they dont provide REAL TIME account balance so you dont know where are you standing with your credit and most of time you go over the limit............we want REAL TIME data
30 Dec 2010 08:30:24 PM: good point mate!
30 Dec 2010 10:25:10 PM: My phone (nokia E63) allows me to look up my account balance (real time). Though I am on pre-paid. If there isn't something like that for caps, I think vodafone should make it!

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9298 Someone from QLD thinks vodafone is completely at 30 Dec 2010 07:52:03 PM
Having been a loyal customer of vodafone in NZ first for 10 years then OZ for the last 3 years I am finally taking the leap to telstra. This decision is based on the poor coverage both with broadband and mobile calls/text that I have experienced for three years hoping things would improve and they haven't if anything the situation has gotten worse. This example is for today I received a message from vodafone advising I had three new messages, my phone hadn't rung and the messages were left the day prior on my phone by friends. For the last week and about 5pm every day I have not been able to make/receive calls or text. Vodafone your customer service is just as bad as Telstras, When I cancelled my broadband account there was a credit of $50 on there, it took three months and many phone calls to get this this money transferred to my mobile phone account as I thought this would be straight forward and easy, I would have been better off getting a cheque posted out! I could go on about the coverage and service problems I have encountered only to be informed from the Customer Service staff that it was the phone I had, a phone that your company sold me. Shame on you Vodafone your roll out of improving the system should not have taken three years and the Customer Service you provide is seriously lacking!

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9292 Someone from QLD thinks vodafone is very fail at 30 Dec 2010 07:46:56 PM

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9245 Someone from ACT thinks vodafone is disinterested & pitiful lack of service at 30 Dec 2010 06:23:35 PM
My daughter has a prepaid vodaphone account. She keeps her phone on her at all times as she is my carer and I have serious medical problems. Today I had a fall and spent hours on the floor all because vodaphone refuse to do anything about their pitiful service. The main issue is that for some reason all calls to her phone are sent straight to voice mail and she receives no notification of any messages left. This has been going on for months. At first she thought it was her handset that was playing up so we tried a different handset - no change!! Despite numerous calls to vodaphone - and extended waiting times to speak to a consultant - nothing has changed and they dont even seem interested in investigating the problem. After today's incident my daughter again phoned vodaphone and the consultant told her there is nothing they can do!! More like there is nothing they want to do!

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9191 Someone from VIC thinks vodafone is Very fail - deceitful as well at 30 Dec 2010 04:15:06 PM
Mobile Broadband, was unable to connect, massively frustrating dropouts and client problems on Windows 7 (client issues were much less problematic on Windows XP) No problems with sending me bills right on the dot though.

I Worked out a solution that gets you very quick satisfaction from their Indian support team though:

After about 1.5 hours of calling and going through menus, I finally got onto the customer service guy when they rang me back. Told me their systems were down so couldn't cancel my account. I told him he was lying to me as there was no automated message when I first rang as has been previously when there was problems. I said I wanted to speak to his supervisor. He told me the supervisor is so busy and will be half an hour and still unable to help me as the system is down. I was told to call back in 4 hours over and over. I demanded to speak to the supervisor and said repetevely (your LYING to me, the system is not down*), and was promptly told I wasn't being lied to and after a couple of times saying this, was directly put onto a supervisor.

The supervisor told me the exact same thing (call back in 4 hours, nothing they can do). I said again and again, 'your LYING to me, there was no recording when i rang, your lying, I want to cancel my mobile broadband'. He said, hang on one momemnt. Put me through to cancellations where the lady discconected my service quickly and polietly within 3 minutes.

* Looks like they are attempting to stall people from disconnecting by saying a whole range of things (stalling you). I reccomend saying 'Your Lying to me' 'and Record my call' over and over during the call and they will respond very quickly and you will get what you want done. Don't say these things in a abusive way, just in an asertive way.

At the end of the day, they WERE lying to me!
30 Dec 2010 05:45:15 PM: Not necessarily, different depts are in diff locations it's possible that there systems were down but whereever they transferred you to were not, the reason they didn't want to transfer you was to save transfer as it is a statistic they have to meet.

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9173 Someone from QLD thinks vodafone is Very fail!! at 30 Dec 2010 03:33:20 PM
We signed up for vodafone afrter ;promises of full coverage in our area...FAIL! So we return 6 days later and cancel contract to sign up with Optus again. Vodafone still billed us for a month & now due to us not having vodafone numbers we cannot even pay the bill!! They have since billed us for another month and the 2 handsets (which were returned to them) so now outstanding over $1700 for nothing!!!! Whenever I try to ring them they hang up on me after at least 30 mins on hold...EVERY time! I've sent an email over 2 weeks ago & no response. It seems they are uncontactable!!!!
30 Dec 2010 06:50:57 PM: woww .... i thought they were ridiculus but not this much!
good luck i do understand your pain.

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9171 Someone from VIC thinks vodafone is at 30 Dec 2010 03:28:13 PM
what is it they really want?
30 Dec 2010 03:30:39 PM: Thank you for your note. Even after going to the Ombudsman, Vodafone somehow managed to deny that they would disconnect someone after only a few days of the account being due. Although not good enough, I'm glad I wasn't the only one to have had this experience.
30 Dec 2010 03:50:15 PM: We understand your frustrations but please refrain from visiting retail stores and to yell at the retail staff. It is not the retail staff's fault that the customer care staff hung up on you, they have to call the same customer care staff to do many things as well so many of them would share your frustrations. Thank you for your support and understanding. - Vodafail Team
30 Dec 2010 06:47:25 PM: they did disconnect me 2 times for being overdue(because they do not sent me the bills) and i was overdue for 2-3 days. they said the same thing to me and could not explain why my phone was disconnected. absulately ridiculus!

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9167 Someone from SA thinks vodafone is Very F*cking Fail at 30 Dec 2010 03:20:30 PM
On three after leaving Vodaphone after a lot of issues with billing....1st month on a Cap I get charged $1,500.00 worth of calls. after dealing with the billing department they cancelled the service and sent me to the debt collectors!!!

Thank god for the TIO they proved that the amount of calls that were made were a lot of Tripple charged calls...ie They charged me three times for the same call. After getting my Name cleared moved to Three on a new contract, with no issues with billing and a very happy customer....Till Vodafail takes over the show.....Back to Square one again....Cant even send or call overseas while the girlfriend is away....

Going back to Telstra....They rip you off! but attest you know they are doing it and give you some kind of service that works.

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9151 Someone from QLD thinks vodafone is Sporadic at 30 Dec 2010 02:50:20 PM
For several months Vodafone have been inconsistent with providing me with MOBILE PHONE COVERAGE as well as MOBILE INTERNET ACCESS. I have spoken with dozens of staff from their Customer Services, Faults and Network departments including Management, all in India and Egypt? They usually explain the problem away by informing me that they are doing maintenance in my area and that this will improve my service. This answer did not satisfy me after hearing it repeatedly, so I eventually asked them which areas are affected and how long it would be before my service would be reinstated. They then told me that the whole of my area, Parramatta, was affected, but would all be fixed soon. The funny thing is that I don't live in Parramatta, I don't even live in NSW!! The main issues with my mobile phone involve text messages not being received for 24 hours or longer, or in some cases being sent repeatedly maybe five or six times. I have no control over any of this, nor sometimes any idea of when it is happening, but not only has it cost me loads of money in lost business, it has also cost me excessive phone costs whilst it is happening. I am extremely fed up! I am reluctant to change back to Telstra as I have had major problems with them in the past, as well as Optus who began billing me for a phone service I did not even have connected!! I have utilised the TIO for these complaints, but as they are so bombarded with complaints it usually takes months before the problems are addressed, and in my case the TIO appeared quite powerless against the huge bully phone company so the issues were definitely not resolved to my satisfaction. I support any fight against any telephone company.
30 Dec 2010 03:08:51 PM: I agree with you thoroughly and I have felt your pain. I left Telstra and Bigpond because they hold close to a monopoly (I prefer not to shop at Coles or Woolies either), but I guess I'll be going back to them. At least their service is better than the alternatives, even though we pay through the teeth for the services! I hope the National Broadband Network makes a big difference.
30 Dec 2010 05:06:19 PM: NBN that is a failed business model will not work basic connection $ 56.00 at 12 megabits per second speed . No body has said how many GB per month that will buy, NBN guess is about enough to check the email some were between 2 GB and 10 GB , i will be keeping my TPG at 6 megabits per second and very competitive pricing thank you the politicians have had the wool pulled over there eyes again Telstra is already selling 30 megabits speed plans in Sydney or Melbourne now maybe able to get 100 megabits with newer technology. I wont be changing over just wont be able to afford a decent limit.

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9144 Someone from NSW thinks vodafone is dissapointing at 30 Dec 2010 02:36:35 PM
I've been with vodafone for as long as i can remember, and it's always been great service within the metropolitan areas & even large country towns. But lately - massive fail! I find myself turning my phone on & off multiple times a day to try & kick some life into the coverage and it usually works for a little while, but inevitably drops out again within hours. Calls dropping out, texts taking hours to reach their destination, 3G coverage is almost non-existent - I even checked my bill to make sure I hadn't been cut off for an overdue account, but no, i'm still paying my monthly bills as I always have, it's just not being reciprocated by Vodafone with reliable service.

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9136 Someone from VIC thinks vodafone is huge fail at 30 Dec 2010 02:25:39 PM
I had a overdue account with Vodafone. I contacted them and arranged to pay the account in installments which they agreed to. Then 4 weeks later I recieve a notice from a debt collector stating that the account is overdue, and the debt collector had increased the amount owing to cover their costs even though I had made all the payments as agreed to by Vodafone. Trying to discuss the issue with the Vodafone accounts dept is a joke, they arent even interested in resolving the issue.
30 Dec 2010 03:41:23 PM: When I first signed my contract a few months ago, the staff in store did not set up direct debit for me, so eventually I recieved a bill saying my account was overdue (I assumed it was being taken out of my account automatically). I rang customer service to work out what's going on and the rep says he'll set up my bank account for me. He DOES NOT tell me that he will also debit the amount oweing. In the mean time, I go online and pay my bill. I find out a week later that I have paid my bill twice because the guy on the phone took my money without telling me or asking for my permission. Had to call again to sort all of that business out.

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9126 Someone from QLD thinks vodafone is New Business Customer at 30 Dec 2010 02:15:11 PM
We have been a business customer of Vodafone since June 2010. One day after the first invoice was due, our phones were disconnected due to non payment. The problem was, the billing address was wrong, hence we did not receive an account - but not only that - after a lot of complaining, I was told by a Vodafone call centre person that they did not have a record of any invoice being sent. This was my first introduction of how I would be treated as a business customer. Since then, we have had continual drop outs; failing to connect; SOS only calls; calls breaking up; calls going direct to message bank even though phone is fully functioning. On several occasions, I have had to drive back to the office to use a land-line to make calls as my clients and customers cannot hear me or the phone drops out and I am unable to return the call due to the phone failing to connect. I have had to drive back to work after coming home to get another phone (on another network), because the only coverage I got from my Vodafone was SOS. We have two Vodafones and now we actually carry two phones on another network, so that we can call each other to say that the Vodafone is not working - or the call is going straight to message bank. I have had calls from our staff to say the other person's phone is not contactable. I then ring my work partner on the other phone - he then rings the staff member. All these calls are costing us money. A simple phone call, now becomes three calls. In addition, we are paying a set monthly fee for the phones, which we cannot utilise properly and in the meantime, paying for additional mobile calls from our landline and the other mobile service provider. The problem is so bad that it is actually causing me stress and frustration, because I worry that the person ringing (my customer or potential customer or client) will not be able to hear me or the phone will drop out. I find that I have to repeat myself continually-which costs me time. Lately, it is without fail that my callers tell me that I am breaking up and could I ring them on another phone. I am constantly apologising to customers/clients for something that is not my fault. The problem is out of control. How can we run an efficient business, based on communication - if our phones don't work?

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9122 Someone from VIC thinks vodafone is at 30 Dec 2010 02:10:20 PM
My cousin ported from optus to vodafone before christmas, and got a HTC Desire HD.

Now, as of boxing day (about 5 days after porting over) his sim doesn't work.

He called support and vodafone is telling him that his credit check failed because he has 4 other accounts with them, and 4 is the maximum.

What i don't understand is, if he has failed a credit check, why have they given him an expensive handset? On top of this, they are charging him $79 a month for a service HE CANNOT USE.

I still don't think his service is working. Let's just see how long this takes....
30 Dec 2010 02:11:37 PM: That is a joke. Vodafone is one big f*cking JOKE.

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9117 Someone from NSW thinks vodafone is Colosal!!! at 30 Dec 2010 02:02:54 PM
I am in customer service (NOT vodafone's) and have a spare phoneline next to the one I use for work. The spare line has now been renamed "the vodafone hold line" as I use it to be on hold from vodafone almost daily while I naively wait for HOURS to actually speak to a person to resolve my problems with the 2 vodafone mobiles I have. Problems include but are not limited to:
* calls dropping out mid conversation daily (phone is not the problem it has happened with my Sony, blackberry and Nokia all new)
* delayed receipt of voicemail/sms/mms (sometimes up to a week)
* Charging one of my phone accounts with monthly TV usage (this is the phone I have for my 13 yr old son. It is not capable of TV access. It is an E50! yet every month sure enough vodafone charges TV usage.
* They refuse to spell my name right on the bill yet expect me to pay it
* I don't get a response other than "we acknowledge receipt of your email" when emailing my complaints through! Good to know they've received my complaints but refuse to fix them (insert sarcasm here)
* Cap plans that include calls but not access to voicemail (is this a scam? I paid over $30 in voicemail usage charges last month because my calls weren't getting through and friends and family had to consistently leave me messages! My phone on and next to me the WHOLE time)
Funnily enough it isn't sufficient to have a line dedicated to being on hold from vodafone because even in the unlikely event someone picks up the line (yes it has happened several times!) it quickly proceeds to disconnect, prior to me getting any information out, ensuring my frustrations are ongoing and my problems never resolved....however my bills (which total about $350 per month)are expected to be paid and on time.
soooooooooooooooooooooooooooooo over it!!! Have never before experienced a company that goes so OUT of its way to NOT ascertain good service towards its customers.
My contracts are up in may and april of next year. I'll be ringing through to disconnect (if I can get through to someone who give a rats ...)
Get your act together vodafone.

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9105 Someone from WA thinks vodafone is Unaustralian at 30 Dec 2010 01:39:21 PM
So I went to WA, knew I had my global roaming turned on in case I woke up in New Zealand and found out that National is only Tasmania and Vic Coastal areas. Vodafail!

"Hi, It would appear that my National Roaming isn't working. I'm currently out of Vodafone reception and while I have full reception on my virgin phone I still cant use voda.

Is there something I'm doing wrong?"

Hi Andrew,

Thank you for your email.

From accessing your account, I can see that National Roaming is active on the account.

Please be advised the National Roaming network that Vodafone have, is only available in Tasmania and the Victorian coast.

Kind regards,

Correspondence Team

30 Dec 2010 03:05:10 PM: Andrew, you must be joking............right? The above cannot be genuine surely? Oh apologies Andrew, as you were, of course I briefly forgot for one moment...............it's Vodafone, say no more!

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9041 Someone from QLD thinks vodafone is Where do I start at 30 Dec 2010 11:50:56 AM
Well, my wife and I have been with Vodafone for about 4 years now. Over the years we have had issues with network, data and customer service. We did complain with Vodafone regarding the network dropping out on a regular basis, and this used to happen in very centrally locate areas. They initially blamed it on the handset (which we had received as part of our contract from Vodafone), and then they said that we would be travelling through some "dead pockets" (can't really see Garden city being a "dead pocket"). We were told to restart our cell phones when we failed to get a signal, saying that restarting might get our phones to connect to a stronger signal (really don't know what that was all about). The problems with Vodafone became more apparent when we ordered new handsets after our contract had expired. We had requested our numbers to be transferred over to the new handset. An lo behold! The handsets arrived with new phone numbers and contract. So basically Vodafone decided to keep charging us for our old numbers and then give us totally new accounts so they can chanrge us on that too!! We called the customer support (which is based in India), and we literally spent an average of 1.5hrs each on 5 different conversations just to get all this sorted out. The reason of the 5 different conversations was because we had to call them back since they kept reassuring us after each conversation that the issue has been sorted out but it wasn't!! We wrote a 2 page letter to Vodafone head office outlining all the issues we had to deal with and their response was "since we haven't heard anything regarding this issue we assume that it has been sorted out. If you are unhappy with this resolution, please respond to this email within the next 72hrs". On top of that, the data plan we have, we would have rather not gone for it. It is just soooo slow!!!! I was extremely happy to find out that I wasn't alone in this "journey" with Vodafone. I hope they pay for it!!

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9028 Someone from QLD thinks vodafone is at 30 Dec 2010 11:12:26 AM
I am on a $49 cap and in the last three months all of my bills have been well over the cap, I have all of the billing lists and it is quite clear that there is a problem with there billing system. They wont admit it, only thing they do is after a long wait on hold or if it is even awnsered they give me a discount of $20 and then it starts all over again next month.
I was in the south east corner and Harvey Bay over the Xmas holidays I had so many drop outs with calls it was not funny and while in Harvey Bay the mobile phone was next to no good would not even send sms let alone a call and it did not even work when i was driving home to townsville until i got to the north side of Mackay the phone was showing full bars but would not send or recive anything. I dont have a Iphone. (N97 mini) nothing but trouble since i got it over a year ago, what a piece of shit

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9013 Someone from VIC thinks vodafone is as big a fail as the Titanic. at 30 Dec 2010 10:49:25 AM
I signed up three months ago, as my boyfriend also has a VodaFail account and we could get free calls to each other.

I constantly can't be connected, I'm out of service, it doesn't register calls, this morning I tried to send a MMS only to get a "generic network failure" message and now it's stuck on that and beeps at me every minute to tell me that my message has failed (obvious, much?). It's also hit and miss if I can get it to connect to the internet. I've pretty much given up on that part of the service.

The balance check system is a fail. I checked it a day before the end of my billing cycle, had $19 worth of cap left. Didn't make a call, three days later when the cycle comes through I have overspent $44 on my cap. To add insult to injury, to find out WHAT the extra charges were the result of no less than 15 attempts to call customer service, to finally reach an actual human being (I know, I was shocked too) who told me there was noting they could do than wait for the bill to arrive and then call back if I wished to dispute the charges.

And to address the person who believes that the calls drops, no service, delayed messaging, missed calls, I use a HTC Ledgend, my boyfriend a Nokia N97 (or maybe a N96) and we have the same issues.

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9012 Someone from NT thinks vodafone is you deserve all you get at 30 Dec 2010 10:47:52 AM
Anyone who only sees the price of a contract or prepaid offer deserves all they get. I am not a fan of telstra but have been with them solidly on a mobile plan since 1989-90. Sure, I have had major issues periodically, what with billing problems etc. but the actual coverage and reception quality has always been there. I have recently purchased an iphone and although I am not an apple fan and would rather use my HTC HD2 instead, I'm not one to knock a phone or a network without trying it for myself. I must say I was pleasantly surprised to see my iphone working flawlessly on Telstra, not only in Alice Springs but wherever there is Telstra coverage. I have also tried Optus, Vodafone and Virgin prepaid SIMs and found the service and coverage to be lacking greatly around Alice Springs where I live. Once again I say, I am not a telstra fan but I firmly beleive you only get what you pay for, and if it is not broken, DON'T FIX IT!!!!!
30 Dec 2010 10:57:41 AM: To be fair, when I signed up to Voda (and I suspect a fair few others) I had no idea they are considered the 'discount/cheapo' option. In fact I'm quite sure Voda branding and marketing would not want to portray themselves as such. With that said, being cheaper is a choice Vodafone made to be competitive - it in no way exonerates them for not providing adequate service. There are plenty of people paying upwards of $100 per month for their services, they deserve to get what they are promised.
30 Dec 2010 08:12:47 PM: My reasons for going with Vf were not price-driven but memories of dealing with Telecom/Telstra. Wow, to think I'm considering going back to T-fail from V-fail

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9006 Someone from QLD thinks vodafone is EPIC at 30 Dec 2010 10:44:13 AM

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9004 Someone from ACT thinks vodafone is Worse than useless at 30 Dec 2010 10:40:41 AM
Bought a New Xperia x10 mini pro.
Calls dropped out like crazy, and mms failed to function. Phone update to remedy some problems was not available from the carrier. Dropped in to store to see if it was the phone. Was told we have to call the help number. Spent an hour on hold to be told that at minimum the phone needs to be returned once for service.
2 weeks later, phone is returned, in the same condition, DESPITE an OS update being then available. Finally updated the phone's OS on our own, without help from Vodaphone.
MMS still doesn't work properly, and calls still drop out. Reception is abysmal, and we are about 2kms from the CBD. Walking from one room to another in the house cuts the signal. Messages routinely fail to appear until 6-12hrs late, by which time they are out of context.
A month's worth of credit was applied to the account, but piling MORE free rubbish on top of rubbish is hardly compensation.

In other hilarity, using voip on my ipod with microphone works better, and the in-app messaging from words-with-friends is more reliable and timely. Sure I can only use it from places with free wifi or wifi I have a key for, but it's more reliable than Vodafail.

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8986 Someone from NSW thinks vodafone is Worse than you thought at 30 Dec 2010 10:07:52 AM
I unfortunately made a decision to join Vodafone (initally with 3, but would endup with Vodafone anyways).

I had to port three numbers and get a new one, so in total 4 postpaid plans.

It all started almost three weeks ago and after a friendly chat with the sales staff, i placed the order for my phones. They lost my order and left me waiting for the phones to come.

After spending almost a day to catch someone on phone, i got hold of the supervisor and he organised to send me the phones a day before christmas.

It took me a few days to find out how to activate and when i called them to find that the plans were listed wrong in their system. Were sorted in couple of hours of phone chasing, still waiting to port one number.

Opend the phone boxes, with no info or any contract with it. The brand new Nokia N97 mini has a faulty touch screen. Spent almost 56mins and call dropped, someone called back to tell me that i need to take it to a store and they need to verify if the phone is faulty.

Online account service shows entirly different and outdated plan info on which staff has no controll.

Frustrated an dcursing why i made this stupid decision. Almost a month gone and still chasing up...

I wander what will be in next 24 months?????

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8975 Someone from QLD thinks vodafone is Off the chart at 30 Dec 2010 09:43:02 AM
In my business, I rely on the fact that my customers, staff etc can contact me no matter what. This does not occur with Vodafone, recently loss a major business deal as I did not get a answering machine message or text to my mobil for many hours. In fact the service has been slipping further into disfunction since January 2010. I like everyone else thought that it was my iphone or other phones that we have with Vodafone. In fact I had spent may hours on different days in at Apple complaining about their product was not working as expected. Apple to their credit replaced my phone. I purposely went to Apple after being told by Customer Service at Vodafone that my phone was to blame. Only when I told Customer Service several month later that Apple had confirmed that it was not my phone in error did the staff admit that they knew that this was the case. This is misleading and deceptive conduct on the part of Vodafone. Fortunately for me I have every conversation well documented and various proof from Vodafone supporting my case. Most people are understanding if a company is honest and upfront with issues, but Vodafone has intentionally mislead, as well incorrectly billing. I for one will be joining the legal fight against Vodafone. Oh and by the way the Mobil Broadband from Vodafone is not secure and anyone can hack your system as there is no protection. I also have documented evidence of this. Vodafone has damaged my business and my family and myself as well. If Vodafone had admitted the issue when they were first aware of it and followed it up and actually do what they were paid to do then they would have stopped selling until they had fixed their issues and not continue to add to the problem. Vodafone as a direct result of your actions, I am personally out of pocket many millions of dollars.
31 Dec 2010 02:18:54 PM: Bullshit!
mobile broadband works off a sim card, just like your phone... do many people hack your phone calls and use your credit?
You are out of pocket many millions of dollars? really?
Telstra vs Vodafone.. Telstra has good coverage but expensive plans. Vodafone has bad coverage but cheap plans. everyone knows this, you get what you pay for. I never stop wondering why business people in particular, or anyone with many millions of dollars can't afford to go with the expensive network that has garaunteed better coverage.

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8958 Someone from ACT thinks vodafone is EPIC FAIL at 30 Dec 2010 09:25:42 AM
My phone fails to receive messages on time, calls are not coming through but the callback service works. Their customer service takes forever to answer (and always has), they take money out of my account without permission and fail to take money out when I do authorise it. Their call centre (which seems to be based in India) is crap. They're polite but they don't seem to resolve issues but rely on people withering away on the end of the phone waiting for the line to be picked up after wasteful waiting times and repeated calls on the same issue. Vodafail is headed for the bin...only a week to go.
30 Dec 2010 09:30:19 AM: Vodafone CEO attacks Google domination

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8954 Someone from QLD thinks vodafone is at 30 Dec 2010 09:24:52 AM
I've been with Voda for several years with no problems apart from initially being without my phone for 12 days while they stuffed up the porting process. Oh, and the lack of coverage outside major centres.

Lately though, I have had text messages not arrive, or arrive days late, and little or no reception where previously it was fine. Calls drop out, or caller/call-ee cannot hear each other. The 6 phones I have with Voda all have this issue.

Also, my online account at My Vodafone has been deleted (by them), and I cannot check my usage history, account balance, or use it to recharge my account. I know I can do this other ways, but online is/was most convenient and easy.
30 Dec 2010 09:26:46 AM: Re my online account - their system will not allow me to re-register - it has gone to the techs to sort out - won't hold my breath.

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8937 Someone from QLD thinks vodafone is losing customers at 30 Dec 2010 09:05:41 AM
I was with Vodafone for many years and then after constant call drop outs, incorrect charges and poor competitive pricing, I logged a complaint with the staff. They stated there was nothing they could do but log the issue and they would endeavor to..."increase coverage, stabilize the network and fix billing issues". This did not transpire and after numerous calls complaining about these issues and staying on hold for up to an hour to finally be told I was over charged but I would NOT be getting my money back tipped me over the edge. I stated I would be taking my business else where and would recommend every person i know to do the same. The next day was one of the happiest days of my life as i walked to Optus and had my number ported over and have never looked back.
Vodafone need to realize there business relies on people and when the people are not happy with the service this is an indication to fix up the problem or lose money. I have ensured at least 100 people have not signed up to Vodafone.

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8931 Someone from VIC thinks vodafone is at 30 Dec 2010 08:59:00 AM
my trouble with vodaphone is that text - both pictures and messages - don't come through sometimes for 24 or 48 hours. and my phone generally seems to be very slow. another issue is that i text 'customer service' for my account balance. when they reply with the amount, it is never correct. in the past i have believed them when they say i've got $77 remaining only to be billed way over my cap because i used up the $77 plus whatever amount they didn't mention

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8925 Someone from NSW thinks vodafone is hopeless at 30 Dec 2010 08:47:42 AM
cant get coverage half the time, the store wont replace the battery charger they sold me when it blew up unless I give them the phone back and it would take 3 weeks. The I phone they gave me is junk and they wont give me any other phone to replace it. told me to take it to apple myself and complain to them. They charged my account $50 to call them on their complaints "toll free" line (kept me aiting 25 minutes and then didnt call me back as promised.. I have been back to the store 5 times and still no satisfaction.

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8921 Someone from QLD thinks vodafone is at 30 Dec 2010 08:44:53 AM
i truly understand your complaints. we are with vodafone as well... we find it hard to talk to anyone who knows what they are doing.... however its not just vodafone that is like this. we were with another company "O" is the first letter of the company and they were FAR FAR FAR FAR worse than vodafone.
Why don't you do a big campaign on all the mobile phone companies and change the whole system of our service, billing and receiving of service throughout the whole industry ?
30 Dec 2010 08:56:42 AM: Hi, I don't recall really having a truly fantastic experience with a telecom company but I started this website to get Vodafone to acknowledge and address some specific issues with their network and service. In all my mobile phone experiences I had never had the same call drop out 5 five times, lack of reception for hours in the CBD or regular hold times of over an hour for service. Although this is focused on Vodafone I think it is a wake up call to all the other telcos in Australia that they have to provide better customer service, communication and a more reliable network. It would probably be safe to say that everyone is watching this situation and whatever happens will impact the entire industry. -Adam
30 Dec 2010 11:38:44 AM: Great Job Adam.Keep it up. You will change the industry
30 Dec 2010 02:23:55 PM: Great Job Adam.Keep it up. You will change the industry
30 Dec 2010 02:34:03 PM: Great Job Adam.Keep it up. You will change the industry

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8916 Someone from NSW thinks vodafone is a very poor company to work for at 30 Dec 2010 08:33:30 AM
i work for vodafone in store and in all honestly, i think 80% of the customers ive dealt with on a day to day basis over the last 3 months have been complaints. from service to billing to wait times on phones..... its a joke not just for the consumer but for the lowly employee who has to face the consumer while the guys at the top sip there tea and smoke cigars not doing anything about its dwindling support and customer base. GET OFF YOUR ASS VODAFONE AND PREPARE TO GET IT KICKED!
4 Jan 2011 01:56:22 PM: Ohhhh, how I can so sympathised with you!. I used to work as a 1st level call taker in tech support for an ISP that had continual speed problems and we got complaints all the time. Mean while managers and employees above did give a stuff. The company has since gone out of business.

I left before this happened because the writing was on the wall months leading up to this.

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8869 Someone from NSW thinks vodafone is Poor at 30 Dec 2010 06:52:05 AM
We converted all our company phones to Vodaphone (great plan whihc we are happy with) however, we never received the credit we were promised, we have constant over charges and poor reception. Biggest pain is not having someone who can help sort our the billing issues (let alone the reception issues). Major issue as we rely on vodphone for email and also as modems to give support to clients.

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8858 Someone from VIC thinks vodafone is Just usless at 30 Dec 2010 06:14:59 AM
After just having my say 10 mins ago I filled in the online form to be contacted . I then go to log into my account to see why my $99 cap bill is 189 this month when I can hardly use my phone I can't even get on their web site . Vodafone is a joke and 3 is no different . I think we should all call the TIO and ACCC

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8853 Someone from VIC thinks vodafone is Very poor at 30 Dec 2010 06:08:12 AM
I have had a lot of issues with Vodafone, first of which when I ordered 2 USB Internet devices and was sent 1, but billed 4 times. After hours of hold, calling them back, and being promised twice to be called back (but was not), that was my first issue.

Second, I have just moved to Caroline springs and have noticed little to no coverage where I live (a metro area)... I have also been locked out of my account, even when it asked for my drivers license, I still have nothing. Then I get a $110 phone bill because I couldn't keep track of my usage. I tried to call and got a 'we are very busy call back later' message and nobody has replied to my 3 emails, first of which was sent in November.

I am asking them to be released from my contract so that I can go elsewhere. Not good enough
30 Dec 2010 07:37:26 AM: Don't ask to be released - Demand!!
30 Dec 2010 05:58:20 PM: Yeah, I have sent a quite a few emails now, one this morning with this message above demanding a response today otherwise I will contact the OB but have got nothing.

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8841 Someone from QLD thinks vodafone is billing at 30 Dec 2010 04:47:00 AM
In February 2010 my $49 cap for 2 years had ran out and I thought i would change to a $29 cap with the offer of a new phone the HTC Magic. I made it specific to vodafone that I wanted to change to the $29 cap but soon found out that my $49 cap was still running and I hadn't been switched over. I found out later on in my billing period that the HTC Magic was always connected to the internet and my bill went to $900+. After I tried to sort the problem out, with no luck from any support from them I paid the large amount. The following billing period they sent me a text to say my account was over 5 times the common amount....thanks vodafone.
30 Dec 2010 03:51:20 PM: unfair contract but that is how the telcos like to do business,like 50 cents per MB for excess data, where is the ACCC, sorry i forgot they are the uneducated lot backing the duopoly busy closing down the independent service stations, how could possibly understand business.

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8831 Someone from VIC thinks vodafone is MASSIVE at 30 Dec 2010 02:48:10 AM
Just like everyone else I get the regular call drop-outs, distorted/chopped up calls and late SMSs. Damn annoying.
But what has COMPLETELY undermined my confidence in Vodafail in the last few months is the BILLING BUGS on MyVodafone.com.au. If Vodafail cant correctly calculate my simple mobile bill, how the hell can I trust them. Its not rocket science!
- "Recent Bills" page and the "Account Summary" often display different amounts owing. Sometimes I get a different amount again when I click "Pay My Bill".
- The Account Summary tells me I owe money for a bill that hasnt been produced yet (its not available online and calls for that period still appear as "Unbilled" category in "Usage Details")
- Vodafail seem to have changed my billing period without notification, and call details downloaded from the "Usage Details" tab no longer align with the billing period. Downloading call details is important for business/tax claims, so this is damn annoying.
- Vodafail wouldnt accept my credit card on the month of its expiry date. Cards expired at the END of the expiry month imbeciles. Of course I just didnt pay the bill.
- MyVodafail website is useless. Slow and bug ridden at best, unusable normally. Once I complained and the girls response was "set up a direct debit rather than paying online". As if I would give those idiots access to my bank account.
30 Dec 2010 02:59:52 AM: BTW..forgot to add. Seems like MyVodafail works better in IE than Firefox. Just an observation not a scientifically rigourous analysis!

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8799 Someone from SA thinks vodafone is very at 29 Dec 2010 10:21:10 PM
custoner service, call center never resolve issues, coverage, account stuff ups, etc ............sick of it

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8792 Someone from NSW thinks vodafone is OVERFAIL at 29 Dec 2010 10:13:08 PM
Have been with Vodafone for the past 3 years, and in this time i have made more than 20 complaints as to incorrect billing, false information, system errors, lack of explanation, lack of clarity, and loss of signal in very inconvenient times.(important calls) The amount of time i have wasted of my life having to try contacting them only to find i have to spend, sometimes, nearly an hour at a time just waiting to talk to someone i can barely understand. Other times, after waiting to finally get to talk to customer service, having the phone drop out,(sometimes having them hang up, i'm sure)and then having to call back to waste more time waiting again. If another company had the same deals and value for money(without the bullshit, dramas and frustration), i would gladly choose another service provider. Mick Drylie

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8790 Someone from VIC thinks vodafone is not at all at 29 Dec 2010 10:10:54 PM
When is someone going to setup a Telstrafail or Optus fail website? The amount of complaints would far outdo Vodafone. Optus billing problems, Telstra reception problems, you are all nuts, everywhere I go with my vodafone I have service where Telstra and Optus don't. At home, I put the Telstra sim into my vodafone mobile and get no reception at all, in the telstra phone I get 1 bar, sometimes 2 if I go out front. All 3 companies show Broadford as having full coverage, but only Vodafone comes through with flying colors for me, well done Vodafone! Thank you.
29 Dec 2010 10:17:39 PM: Sorry mate, but the NextG network has the best performance and coverage in Australia. I have used Voda, 3, Optus and the NextG network and afraid to say Voda/3 are the worst of the lot. I will NEVER change back to them again.
30 Dec 2010 07:11:49 AM: Troll comment
30 Dec 2010 07:46:36 AM: Ha ha ha - Telstra fail. For what?? having coverage?
30 Dec 2010 07:57:34 AM: Voda staff, obv.

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8788 Someone from NSW thinks vodafone is at 29 Dec 2010 10:07:57 PM
Out of the blue, Vodafone sent me a text message reading: "Your Vodafone bill for account ********* has been sent to your email address. A total of $144.72 will be debite on or after 30 Dec."
I have never had an account or been on a plan with them as far as I know. I just buy prepaid vouchers. Has anyone else had this? I tried calling but it kept dropping out even though I was calling from a landline. I really hope they don't charge this from me!
29 Dec 2010 10:09:26 PM: If you don't have an account with them, they couldn't possibly know your credit card details/bank details to charge you. I would say the sms has been ent to the wrong number by mistake.
29 Dec 2010 10:09:58 PM: Take it to the TIO immediately, you have tried calling them to no avail..........don't bugger about with this one!!!!
30 Dec 2010 02:44:39 AM: "30 Dec 2010 12:09:26 AM: If you don't have an account with them, they couldn't possibly know your credit card details/bank details to charge you. I would say the sms has been ent to the wrong number by mistake." - I agree with this. There's no need to take it to the TIO unless they do actually debit your account for the said amount but given you're on Prepaid they wouldn't have any of those details on file for they don't require them. Give Vodafone a call and tell them you received the message by mistake just in case they tangle the account with your name - That very thing happened to me with Telstra for a $7000+ phone bill. Insanity.

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8780 Someone from NSW thinks vodafone is i give them 5 out of 10 on the fail scale because they werent always so bad at 29 Dec 2010 09:41:02 PM
My Account
An error has occurred.
Sorry for the inconvenience

- An unexpected error has occurred. Please close your browser and try again later or call 1555 to complete your request

the above message is driving me insane not only is vodafone service crap,dropped calls , mobile internet so slow its pointless and the usual vodafone reception issues but even their own web site never to seems to work either all i wanted to do was view my current bill and pay it lol idoits

cheers trev

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8748 Someone from VIC thinks vodafone is better than optus at 29 Dec 2010 08:19:19 PM
I am with optus and get dropped calls, and very slow 3g speeds, do you see me complaining? NO just deal with it every network has issues, I've had billing issues with Telstra for internet and landline and reception issues etc with optus
3 Jan 2011 08:43:48 AM: then why are u even here if u arent with vodafone? piss off

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8718 Someone from NSW thinks vodafone is RUBBISH! at 29 Dec 2010 07:35:21 PM
14:55 today requested a call back - as "Lara" states you dont loose your place in the queue.


17:00 Called and waited on hold. 45 Minutes later, THEY ANSWER!!!
So where is my so called "call back" you promise that i dont loose my place in the queue? Its absolute rubbish!

This customer service rep,doesnt help in any way.. Puts me through to iphone support only to explain my problem all over again to find out im speaking with BILLING!

Billing then put me through to iphone tech support which they say will answer my call in under 6 minutes.. Only to wait another 90 minutes and then they answer. They reset my net work settings and it doesnt help then proceed to want to put me through to another department. After discussions about not wanting to be put on hold he assures me his "going to wait until they answer and explain my situation so i dont repeat myself AGAIN".. And that it wont take longer then 5 minutes as its an "internal" call... well 2HOURS and 20 minutes of being on HOLD again to this department, i had to repeat everything, only to be told to visit the vodafone store. Its now 21:27 and ive only just got off the phone.

I will be walking into vodafone tomorrow and cancelling out of this contract!!!

TO THE CEO of VODA, your apology was meaningless rubbish your P.A put together for you. Have you switched to telstra yet??? You can queue up behing me tomorrow! :)

Thanks Vodafail for letting me vent!!
29 Dec 2010 09:27:21 PM: I empathise with your pain. Cheers Peter
29 Dec 2010 10:14:54 PM:

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8716 Someone from WA thinks vodafone is Quite fail at 29 Dec 2010 07:32:31 PM
I like doing things in person customer service included. I don't like that you can not pay bills in store. I also do not like that you can not cancel your account instore, I mean the least they could do is let you break up in person. So here I am using up my skype credit calling vodaphone from Sweden all because I am unable to register for online services. Well it is hard to receive a temporary password via SMS when the sim card in question is in a broken USB Internet modem in a bin somewhere in Perth. Also your on hold music has bad reception, great advertising.

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8713 Someone from NSW thinks vodafone is Multiple fails at 29 Dec 2010 07:26:50 PM
In the year I was with Vodafone, as well as dropped calls lack of reception in Sydney CBD and lower North shore, as well as delayed voicemails, I was also cut off twice for spending too much. Even though I have never missed a payment (at Vodafone or at my previous provider) I started receiving threatening texts and automated messages that I had spent too much. When I called and explained I was OS for work (even though I had alerted them b4 I left) I was told this didn't matter and I had to pay immediately or be cut off. I explained that I had jus paid the last month's bill so surely I had another month before this new amount was due. They said it had to be paid immediately. I succumbed (as i could not lose my mobile while OS on my business trip) and asked them to email me the invoice asi would pay it immediately. They then told me that billing was autmated so they could not send me the invoice, I would need to wait to 2 weeks. I told them thati thought this was extortion - you can't just ring and demand payment - sending an invoice was standard business practice. I told them I wouldn't pay unti the sent me the invoice. So they hung up on me and cut me off. This happened on Two separate occasions. I rang and Emailed a number of times - and was relatedly told this was standard practice, I never ever received an apology. When my contact expired I tried leave immediately and got told romps a $50 unlock fee even though I had just spent a year paying off the phone. At that stage I just had to leave. Beware the fancy advertising - this company is a joke.

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8711 Someone from VIC thinks vodafone is Mulitple Issues on $49 plan at 29 Dec 2010 07:22:54 PM
My vodafone contract was an absolute debacle. The phone kept breaking down (not their fault I guess), I had insurance on the phone so after about the 6th breakdown, i thought I would claim on the insurance to get a new phone. So I call to get the details, and was told that the excess on my insurance was going to cost me more than the cost to me to walk into a Vodafone shop and buy the phone outright that they were offering. I told them that it made no sense, to no avail, bad luck they say.

So after this, I realise it isn't worth paying the insurance ($10) per month. So I call the ever helpful Lara to say take off the insurance charge please. They say "no problem, done". The next couple of months my $49 plan starting charging me excess, so my bills started coming through @ $350 per month. I call Vodafone to say this is not right, I want my money back. They say no. I argue, and ask to be transferred to a manager, this billing is not correct. I finally am assured a refund as they say they accidently took off my data plan instead of my insurance. So with no data plan, my bills sky rocket. They say they will pay me back in installments, I say no, this is your fault, pay the money back. After 2.5 hours on the phone, they agree to repay me. Weeks pass, and no money comes back. I call again to ask where is my refund. The response "Finance has said no, your bank details are not correct". But wait, the bank details are the same as the ones you charge me every month for my plan. What is going on? "The refund has been rejected" they say. Why is that? So 2.5 hours later, I am explaining the problem over and over. They say again there will be no refund. But you said weeks ago they will be a refund. Arghhhhhhh !

So I go to a retail outlet. They look at the problem, and say they will contact head office on my behalf to rectify the problem. I was so happy finally for some customer service. The outlet calls a couple of days later, saying, no, they can't help. I must call Lara. I nearly cry.

I call Lara again and go through the process of being on the phone 2.5 hours. I talk explain from the start the issue, what the problem is. Then I talk to the manager and finally they agree to repay this over charging back. They offer to pay in installments, I say NOOOOOOOOOO, this is your mistake, pay me back the money please !!!!! And finally 2 months later, the over charging is repaid.

Next step, to get the insurance charge that they kept charging back. I call Lara, and get..... Vodafone Egypt, assisting Vodafone Australia. I explain the problem, and they say, OK, we understand, we will investigate and call you back............

AND I'M STILL WAITING......... MONTHS LATER. I can't go through the hardship of calling them again...............
29 Dec 2010 07:42:17 PM: Wow! How are you not in jail for murder? I feel for you!
29 Dec 2010 09:18:48 PM: Yeah, they do make it so tough.

generally try to wear you down so you just give up without any resolution.
29 Dec 2010 09:23:46 PM: One of most bizarre stories i ever heard about customer services.....
29 Dec 2010 10:20:40 PM: OH GOD! I would dread wanting to call them ever again! What a nightmare!!!!
1 Jan 2011 12:10:26 PM: I feel your pain, they do their best to wear you down, I put up with that sort of crap for over 6 weeks as my business went down the drain. The bastards count on the fact that we are busy and apart from them breaching our tollerance threashold, they count on us not having the time and energy to keep going.
Check out top of page (most painfull 5338) While I was being fobbed off on a daily basis, my four year old spent 10 days on a drip in hospital, he nearly died.
1 Jan 2011 06:15:57 PM: my ears bleed every time i hear lara!
3 Jan 2011 09:22:44 PM: Contact the TIO www.tio.com.au

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8700 Someone from SA thinks vodafone is fail 100% at 29 Dec 2010 07:07:45 PM
I have a business account and can't wait until my Vodaf@#% contract runs out in April and I can move my phones to Telstra. Vodaf@#% oversell and underdeliver. Maybe the CEO can pull back on the 'glory' sponsorships of V8's and cricket and invest in improving the network. The current leadership will be remembered for screwing a good brand and not much else.

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8668 Someone from WA thinks vodafone is Rediculous at 29 Dec 2010 06:25:19 PM
I bought the Samung Jet via Vodafone store. The service at store level was great. However when i started to try to connect with Live, Compass and just the internet via the "Smart" phone i was told by Vodafone they do not support this model for these services. Even though it was heavily advertised for months. They directed me to Samsung who said they do not support the Jet for software issues contact the service provider.. Around i go for 9 weeks. Finally was given a $250 credit to my account for poor customer satisfaction. But i still have the phone and still having the problems. I was told.. not my a vodafone rep but of the record by Samsung, to take the phone back multiple occasions and for identical service issues and Vodafone will assist in exchange to a similar or better model and you pay the gap if its a better model. So im taking it back now for the second service for the same complaints that cant be fixed because the manufacturer and vodafone dont support this phone! As far as the credit goes i have to call every month and tell the whole story again to make sure the credit is applied every month. continued poor customer service. Samsung said they never advertised that they will support the model phone. So its my fault for buying it without making sure its going to be supported? a Smart phone not supported ?? i just dont understand. Good luck fellow Vodafail customers hope you complain and complian until you get the resolution your looking for. Dont forget the other avenues of complaint. Enough ppl complaining eventually we will win.. When has a customer ever had to fight for service?

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8663 Someone from VIC thinks vodafone is can you re-phrase your question? at 29 Dec 2010 06:20:42 PM
we battle to get cell phone reception (bars on the phones) in our 14-year old house. we have 2 cellphone towers within 2-4 km of the house. I called the help line and after 42 minutes someone answered. Luckily it wasn't an emergency. The foreign lady on the line informed me that they do not guarentee reception inside buildings. We had no problem in the rental we were staying at about 5 km away. she suggested I change my settings to 2-g only. That kind of sucks as because then my smart phone would become very dumb. Luckily switching made no difference, so i'm back to 3g. Whe this contract is up, i'm gogin to switch to Telstra. their billing sucks, but at least I'll get reception.

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8662 Someone from WA thinks vodafone is customer non-service at 29 Dec 2010 06:19:32 PM
And here I was thinking it was just me... from having passwords mysteriously disappear and taking weeks to reset, to not being able to access the account on their oh-so-fabulous website, email queries being closed out with no response, and hours on hold to the customer non-service. If only I could charge Vodafone for the hours of my wasted time. I'll be changing providors when i get back home in the New Year

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8659 Someone from QLD thinks vodafone is very bad at 29 Dec 2010 06:15:54 PM
I live in central Surfers Paradise, a place where most would think the service would be best. I have been a customer of Vodafone for nearly 5 years now and have been using the 3G Mobile Broadband. Although I have no issues with the with cell phone service. With the 3G There is not a day where Vodafone has not disappointed me.

There has been time-outs in trace-route for as long as I can remember, even now.
(tracert -w www.google.com). as well as daily service outages. very high latencies (receiving 2380 ping at the moment whereas on some of those rare days i'm lucky to get 500)

Each and every time I have contacted Vodafone about this, the only answer i get is "The network in your region is congested." - Congested 24hours a day? I have received that one exact, very same answer each and everytime I have called in the passed year. In my opinion, That's indirectly admitting to the incompetence of handling the customers you have, not to mention new customers.

They awarded my account 250 megabytes one day... HOORAH????.. what a joke.

Like come on.. get your @#$% together.

Vodafone fails 100%

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8617 Someone from VIC thinks vodafone is late messages and wrong bill???? at 29 Dec 2010 05:19:19 PM
Today I received a MMS my boyfriend sent me 6 days ago and yesterday I received a MMS my friend sent to me Christmas day! Yesterday I also go a text for someone else's account???? Seems Vodafones system is crashing.....

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8605 Someone from SA thinks vodafone is EPIC FAIL!! at 29 Dec 2010 05:08:01 PM
* receptin dropping out constanly
* Dropping out of calls numerous times a day
* Internet signl drops out reguarly and downloads incredably slow
* On hold for hours with custoer service
* Told my billing issues would be credited to my next bill when the actually added MORE!!
* When i moved into a brand new house in a new area, there was now lines in and they wod ony let me changed to a worse working modem which costs more or pay $500+ to cancel my contract

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8588 Someone from ACT thinks vodafone is grinch-worthy at 29 Dec 2010 04:45:11 PM
Photos sent by MMS (from a Telstra mobile) on Christmas afternoon to my VodaMobile arrived on Monday 28/12.
SMS sent from Rural NSW from Telstra mobile at 9pm 28/12 did not arrive until 0620 29/12.
SMS sent from Westpac Bank 24/12 (as part of funds transfer security) never arrived - at all. Requested replacement SMS security code - never arrived.
SMS sent from Car Dealer for info on my car never arrived.
Other SMS arrive multiple times (only "sent" once)
Examples of SMS being sent multiple times but I only pressed "send" once - although credit where credit due, when I rang 1555 they gave me and account credit.
Frustration with poor coverage outside main areas including dead spots in main suburban areas around ACT.
A recent holiday uncovered almost no coverage throughout Tasmania.

The deals and prices might be pretty good but the adage of "you get what you pay for" is proving quite true.
29 Dec 2010 04:55:59 PM: How true! even though Telstra costs more it works. No good paying a cheaper price for something that doesnt work.
29 Dec 2010 05:39:05 PM: All of these are true for me, plus I can call my Wife standing next to me Both with Desire HD's and it tells me her phone is switched off. Full reception on Both. Send her a message and it turns up 3 hours to 2 days later. Phones are meant to be able to be used for Emergence good God help me if she is ever in need of medical help...

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8564 Someone from NSW thinks vodafone is at 29 Dec 2010 04:04:19 PM
I initially used Vodafone because they told me that I would have great coverage in my area and over most of eastern NSW and their plans were actually great value. 2 years ago we drove to Melbourne- hardley any coverage along the way, none along Great Ocean Road. and ended up buying a new phone, still with Vodafone because I thought my mobile was faulty. Then had to stay in Melbourne extra night due to Sim card problems. Questioned staff from local shop about this upon our return and was told to list everywhere that coverage dropped and then contact Vodafone with that info. Too many places to even start listing, plus I can't get mobile reception in our house. I have to walk a block away, sometimes 2 to get reception. What is the use of that? Finally gave up this Novemeber and transfered my account to Telstra. I don't have as good a monthly plan as I had with Vodafone, but I guess you get what you pay for. I finally have home reception, all the way mostly to work (an hours drive) and at work. Yay!! Vodafone GONE!!!!!!!! Thank you for taking on the task.

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8562 Someone from VIC thinks vodafone is Totally at 29 Dec 2010 03:58:54 PM

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8511 Someone from VIC thinks vodafone is one word "POOR" at 29 Dec 2010 02:43:58 PM
POOR service
POOR call receiption
POOR in message recievals
POOR all round

couldn't promise to fix all of the above, ended up braking contract because of that. all they cared about was that the billed got paid, didnt have problems taking my money...

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8509 Someone from QLD thinks vodafone is extremely fail at 29 Dec 2010 02:41:38 PM
No recpetion on my phone, paying internet for almost 6 months without any form of internet connection. Billing system is disastrous. Vodafone sent a billed on my wrong address, payment didnt get on time and now I have a default credit rating against my name, however all address's were updated but still fail to get the bills to the correct address. customer service is worst in my experience dealing with any retail outlet.

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8488 Someone from VIC thinks vodafone is poor at 29 Dec 2010 02:20:00 PM

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8480 Someone from NSW thinks vodafone is Poor at 29 Dec 2010 02:14:14 PM
My partner and me have been with the sevice for nearly 4 years have complained numerous times regarding the service in our area been told next month, then will be updated again the following oh no will be another 2 months and it is always another excuse. My partners phone got lost and we rang the police and vodaphone as phone insured and they took all the details and said would be about 4 weeks before received phone in mail. We went on holidays still nothing over 5 weeks later rang again and was told need info sent to them now to say own phone and also $250 added onto account as to do with insurance that is so wrong that's why we pay insurance on the phone and were never told about this charge. We couldn't find papers at home of when we got the phone so went to our local vodaphone where got the phone which was a Iphone 3 and they had upgraded computer systems and moved to new premises in same place and no record of even getting the phone told to go to another store 20 mins away and they will be able to help and give us a copy of our record. Seems very fumny. Went to that store still no record of phone being purchased or anything this was ridiculous. My partner contacted vodaphone again after another week of trying to get info and they said ok we will send out phone.
How is it that even they have no information of the phone or details yet we pay an account ever month and still have till August 2011 till contract finishes. Phone arrived finally and had to activate sim and the shop couldnt even do that and they were rude in regard to activating. We rang customer service and that took over an hour to finally get it activated as had to wait for someone to answer the phone.
We also have wireless internet and have no service most days as with our mobiles not getting messages or even phone calls and people ask why don't you answer sorry never received message or phone call, sometimes come days later. very disappointed and i am waiting to finish contract and change to another provider.

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8479 Someone from SA thinks vodafone is Billing fail at 29 Dec 2010 02:10:24 PM
I recently signed up with vodafone through an NRMA deal for a 12 month contract. The deal is as follows:
- HTC Desire HD
- $69 cap + $15 handset repayment
- 10% off for lifetime of contract (handset repayment not included)
- first 3 months free
- overall $745 for life of contract
- confirmed this was the full deal before signing, when activating the sim over the phone and in the store.
I recently got my first bill, I have not gone over the cap, I have not had any extra charges on my account and yet the first bill - $155.10
I called vodafone about this - waited 2.5 hrs to get through to a customer rep.
She looked at my bill and said that there weren't any particular reasons for the charge. She said she would credit one month back to me but that I would have to pay the rest of the bill as it is policy for them to charge a month's bill ahead of time which is then refunded at the end of the contract. I have never heard of this nor is it anywhere in the contract. When I pointed this out, the CSR said that I could take it or leave it. I then asked what I should do when/if the next bill charges me again - her solution was to call back. I pointed out how long it took to get through to her, she said it's not her problem.

Vodafone - you fail. Your coverage where I am is absolute crap, I can barely use the internet on my device, I get dropped calls repeatedly and 0 bars constantly. You overcharged me on my bill without a reason other than to see if you could simply get away with it. How is this type of treatment legal in the slightest?

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8477 Someone from NSW thinks vodafone is Coverage at 29 Dec 2010 02:08:35 PM
Recently switched over from 3 mobile as was told by vodafone sales person that they have amalgomated, have not had any reception or coverage since I have changed over even though I was informed that my coverage would be better. I live in Carlingford NSW and have to drive my car up the street to receive messages and then have to constantly use my voicemail which I have to pay for due to their issues with coverage. When I have contacted them to complain, no response or apology and I have asked for them to credit my bills due to this problem as do not understand why I have to pay for this when i am not receiving the service they promised. My phone is used for business as I am not able to speak with my clients, even during office hours, have to walk outside the building to get any reception and majority of calls just drop out. I work at Rhodes in Sydney. Very disappointed with the whole process, even the billing process and would love to change back to another supplier and keep my number. Would never recommend them to anyone!!!!

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8466 Someone from NSW thinks vodafone is at 29 Dec 2010 02:05:02 PM
Have several major gripes with Vodafone.
Firstly is the automated voice response system. As a result I try real hard to avoid having to contact vodafone at all. When I do it is major pain going through the phone system for me so by the time I get to an operator it's become a most unpleasant experience. Every time I have reason to call I register a formal complaint about the voice response system.
Second gripe is I cant appear to get copies of my account mailed to me like every other organisation appears to be able to do.
Third is vodafone appear to now require a pin number to access account information and therefore billing details. I have a vodaphone account for many years now and for the life of me cannot remember any pin number. Now im supposed to phone their customer freekin service number to get past the pin number. All I am trying to do is find out how much I owe so that I can pay my bill.
Finally a fourth issue I have is that after waiting for so long for an operator when I phone 1555, I get disconnected and have to start all over again. Major pissed off X2 by the time I finally get to an operator.

When technology gets in the way of cashflow, business can fail very damn quickly. Maybe its time for me to bail and finally switch the two long term accounts I have to another carrier.
the recent introduction to having to use a PIN number to account your account

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8464 Someone from WA thinks vodafone is Appallingly failish at 29 Dec 2010 02:01:42 PM
Vodafone changed my plan of 3-4 years to a different setting. This meant all my previous 'credit' and 'hours' disappeared and I suddenly had to top up each month cos the credit was taken from me. I didn't ask for anything to be changed.

Spent one hour and twenty four minutes on hold to be hung up on.

Rang the business line to see how fast they get served and was answered in less than 20 seconds, to hear a group of men having a giggling conversation before the phone was smashed onto the receiver.

Spent another half an hour on hold to speak to a non-english speaking woman who was convinced that I was responsible for changing my account details, even though I haven't done so in the 3-4 years I've had the same Sim/account.

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8452 Someone from QLD thinks vodafone is Very Fail at 29 Dec 2010 01:48:06 PM
My line drops out every 10-13 minutes, without fail. I have organized direct debit, but have had my account shut 3 times due to no payment being deducted from my account (always money in my account). Every time I call I get a person that can hardly speak or understand English, I am not a racist but it makes it very hard to communicate.

I have had a gut full and will be going with Telstra when my contract expires in 2 months.

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