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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15453 Someone from VIC thinks vodafone is billing failure at 10 Feb 2011 01:21:24 PM
Since January 24th 2011 I have rang Vodafone 4 times regarding the sending of my mobile phone bill in the mail. Always get the same answer its in the mail.
Account is now overdue at no fault of mine. It also took them five & a half days to connect my mobile phone. I have requested to be released at no cost to me from my contract as this service is a disgrace but have not heard back from Vodaphone as yet.

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15438 Someone from WA thinks vodafone is Ultimate Fail at 10 Feb 2011 08:32:52 AM
I was trying to get my broadband internet reconnected after vodafone didnt debit my account for four months (thanks for the call/email.. anything!). I rang and got LARA the biggest waste of time. What happened to press 0 and we will transfer you to a customer service officer? Once I finally got the right word that Lara understood it kept asking for a mobile number.. it's mobile internet why the hell would I know the number? So if I hit random numbers it eventually hands up on me. Eventually I got through to some indian and was transferred twice before that person hung up on me. Then I tried again and the fourt person finally knew what the problem was.
10 Feb 2011 09:57:35 PM: When ever you get through to Lara,just say "customer services" and that should take you straight to a person. (Who no doubt will tell you they will put you through to someone else) Lately there is an option to use your keypad and not speak to Lara....

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15435 Someone from QLD thinks vodafone is billing, customer service, phone repairs, insurance, mobile broadband coverage and LARA are all FAILS at 10 Feb 2011 08:05:29 AM
i have been with vodafone for close to 8 years. it wasnt until last august (2010) that i started to have problems.

i recieved a new phone through an insurance claim. the phone arrived after waiting 8 weeks for it, not only did vodafone not offer me a loan fone they also continued to charge me my monthly bill after stipluating that because i was not able to use the phone i would not be charged. when i did finally recieve my new phone within 6 weeks the phone had to be repaired, then 3 weeks later repaired again, when i asked to see what was been done to repair my phone i was told "upgraded the software", something i do each month myself at home. finally at xmas my phone needed to be repaired for the 3rd time. instead of vodafone following their guidelines of replacing any phone that requires repairs more then 3 times or more then 2 repairs required within a 3 month period my phone was sent away again....no phone for 4 weeks, no loan phone offered, buils kept comming. then the day after i recieved my phone back condensation formed in the screen, i took it back to ask what it was and why i didnt just recieve a new phone i was told that all of the repairs were now classed as my fault for causeing them and that i would have to do another insurance claim or buy a new phone outright, even when i should have had the phone replaced over a month ago. i am once again without a phone.....but will still continue to be billed

as for LARA....billing enquiry doesnt sound like account update....

for nearly a year i have been trying to change my last name on my account yet in store and online and on the phone cant do it....hmmm...maybe because im not the person on my bill anymore i shouldnt have to pay for it???

Broadband coverage....MY ASS u have broad band coverage, my mobile broadband dies within 5 mins of been conected, then as soon as the slightest bit of cloud forms in the sky i loose all 3G netwrok and am back to gprs...which is slower then dial up....does anyone know how slow that is anymore...it means i wait 5 mins for one page to load and then as soon as it does i loose the connection...vodafones excuse..."ur situated in a delicate area that requires clear skies for the connection to be made" or and i love this one "the tower is been repaired...estimated time of repair...unkown". yet the bill continues to come and my service continues to be shit

call vodafone..lara get fucked im pressing 1...account information....transfering you now...
"hi you are speeking with Rakeesh, how may i help you?" hi i would like to talk to someone about my contract please. "certainly let me transfer you to the appropriate area"....BEEP BEEP BEEP BEEP...bitch hang up on me
call back "hi your call is important to us so jus hang on and someone will be with you right away...ur estimated wait time is 38 to 45 minutes" ARE U FUCKIN SERIOUS????? I WAS JUS TALKING TO SOMEONE!

vodafone used to be a respected and well conected tellecommunications service, now its is worse then telstra..and trust me thats saying something. i need to get out of my contract and jus chill on prepaid for a while, but with no phone, a company that will try and screw you out of every single cent you have and doesnt want to listen to you, i dont see that happening anytime soon.
16 May 2011 04:06:13 PM: wrecked lol

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15408 Someone from QLD thinks vodafone is EXTREME FAIL at 9 Feb 2011 02:06:57 PM
To the many other frustrated and fed up customers of Vodafone,

I would like to share my story in the event that it helps the cause.

Background: A Vodafone customer of 12 years, I was a bit dissapointed to encounter problems with my service having only moved from one major city to another (Sydney to Cairns). I cannot get any reception at all where I am now in Cairns (Kewarra Beach).

No Option: After letting it go a few months to see if it improved, with not even an iota of improvement, I decided I would finally call to enquire and possibly cancel the account if it could not be fixed. I clearly had no choice.

The Run Around: So I called Vodafone today. Went rhough several differnet voice prompts and still didn;t get to where I wanted. Finally, after being on hold forever I got through. The guy I spoke to (who I could barely understand of course!) told me that he would transfer me to "Connection Services" and if they said there was an issue and that there was no immediate action to rectify the problem then I would be waived the exit fee of $300 on my contract. He then transferred me to a lady in that section (again who I could barely understand!) who asked me some questions and did some checking.

The problem: Finally this lady came back to me and said yes it is an area that cannot acces any of the broadband services and it is a low GSM area. She then insisted she needed to transfer me to someone else.

The Pain: I advised this new guy that I was disappointed that after 12 years of Vodafone as a customer I unfortunately had no option but to cancel my account. He then advised me that I did indeed need to pay the cancellation fee. I protested, naturally, and explained what I had been told by the other departments and asked why I would pay an exit fee if I cannot use the phone?

The Pathetic Attempt to Justify: He said that on his little computer it said my area did not allow access to broadband services but I should still be able to make calls therefore the phone can be used. I told him that this was not the case, the phone did not get reception and I was unable to use it hence I would expect that Vodafone would waive the fee. The conversation then got more intense as he tried to tell me that because I ahd moved to an area where they had bad service that Vodafone could not help me. I asked how this was my fault? He said they cover 94% of the population and that there are just some areas they dont cover that well. I told him that Cairns was a major city and I would expect this response if I was living on the tip of Cape York! Again I asked how it is my fault that Vodafone cannot provied me service? He then went on to say that because I changed adresses that this was the problem and that all services are checked upon time of sign up to new contracts. He said they had only changed my new address with the first call I placed today. I told him that the local Vodafone Shop where I signed up for the new contract took my new details and updated it in the system. At no time did they inform me that I was in an area that had limited reception. No fault of mine that the change of address did not reach your records at Head Office; they certainly changed them in front of me and issued me with the paerwork.

The Audacity: He told me there was nothing they could do. It is not there fault that I am in a no coverage area. He said the best he could do was reduce the monthly fee. I was outraged, naturally, and asked why I would continue to pay for a phone I could not use? We then continued to go round and round in circles arguing and him trying to justify why it was not their fault. He then said the best he could do was half the exit fee to $150. By then there was just no way I was giving in so I told him this was ridiculous and I wanted to speak with a manager or their legal team. He said no and they would tell me the same thing he is telling me. I was further outraged. I said I would take the matter to the ombudsman and he said that is my choice.

The verdict: There is no way I am paying a fee. I only wish I could take them to court as this is the most ridiculous treatment I have ever recieed as a consumer. That's what 12 years of loyalty gets you does it!!! If I had known this was the way I would be treated i would've jumped ship years ago.

Thanks for giving me the chance to rant and vent!!! I only hope something comes of this and Vodafone is taught a lesson in customer service and consumer rights.

Kind regards,


9 Feb 2011 02:40:47 PM: James, I suggest you call the TIO about it now, they will take 10 days to get back to you, so may as well start ball rolling now


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15401 Someone from NSW thinks vodafone is dropouts at 9 Feb 2011 11:26:46 AM
Very generous Dropouts , late voicemail up to a week or so ,,incomprehensive text messages when checking account balance,poo r voice quality.Just about anything that go wrong DOES.

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15398 Someone from ACT thinks vodafone is its so bad that you think a nigerian network would be much better at 9 Feb 2011 11:06:58 AM
Billing problem for the past 6 months!

Vodafone, "let me put you on hold."
A few minutes later, "beep...beep...beep"

Vodafone last month, "we'll give you $173 credit for overcharging you for the past 6 months"
Vodafone next bill arrived today, "lets start overcharging you again because you're fucking dumb client"

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15385 Someone from NSW thinks vodafone is totally appalling at 9 Feb 2011 09:07:27 AM
i recieved an offer to swap my Three mobile internet to Vodaphone - promising better prices, better service - etc etc etc. Their customer service was so bad and I spent so many calls trying to fix it and being sent from department to department without succes I cancelled my account within the first two weeks (which required far too long with their "cancellations" (ie. retentions) area and finally a contacting the TIO to get them to drop the charges for my first months "free service".

What I didn't realise until after all that was that even though I had been assured that when I "swapped over" they would take care of cancelling my internet account with Three - THEY DIDN'T!. Two months later (and not using my Three account, assuming it was cancelled) I have looked at my Three account and realised that they never cancelled it and had I actually ended up with Vodafail, I would have been charged for both.

So, if you are a Three customer that got that offer in December and swapped over, make sure you check your situation!

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15363 Someone from QLD thinks vodafone is OUT OF CONTROL at 8 Feb 2011 02:23:07 PM
I have posted lengthy notes on here previously, the last one telling the long boring story of Vodafailure going on over the last month but I seriously thought I was rid of them when they agreed to cancel my account because they could not provide satisfactory wireless Internet service.

Today I received an email invoice again for this month (in advance) for my CANCELED service.

No ringing Lara this time, no discussions with our Commonwealth cousins, just straight to the TIO online complaints page. I hope I add to the numbers of complaints that bring down this revolting excuse for a telco.

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15352 Someone from NSW thinks vodafone is at 8 Feb 2011 10:45:18 AM
Last august my mobile broadband contract with vodafone ended so i was paying as i went. Anyway my modem broke and they told me that i had to either purchase a new one (for $200) or i could cancel my plan (at no cost as contract had finished) and start a fresh one on the new bundles and get the free modem which I choose. So they cut my sim up in front of me and threw out my broken modem. So 6 months down the track I get a letter of demand from a debt collection agency saying that i owe $400. I was confused as I make direct debit payments every fortnight. ANYWAY long story short it turns out that they didnt actually cancel my old plan so I have been continuing to pay that one and the new one was sitting there building up with no payment. But instead of trying to fix it after numerous phonecalls last night I was put on hold and when the call centre person returned (after 25mins)they advised me that they had been speaking to the supervisor and that my case was considered fraud as I told them I only had one mobile broadbamd account. They said someone will contact me within 24 hours to disscuss it further. So because of THEIR mistake I am down money, have been referred to a debt agency AND accused of Fraud. Seriouly Vodafone. YOU ARE USELESS.

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15342 Someone from QLD thinks vodafone is DEAR VODAFAIL at 8 Feb 2011 03:59:51 AM
Dear Vodafail posters,

As a very recent ex-employee of Vodafone, I want to share my disgust with what has been created here.


I totally understand people need a place to vent frustration. Heck, why not create a "customer-fail" website for Voda employees to vent about how John Doe bought a new phone and then moved to woop woop and now wants his money back. Or how Jane Doe bought the latest greatest gadget and wont let anyone show her how to use it, instead she demands a full refund and compensation for her "dramas". Both John and Jane will come into the store, rip shreds off whichever 17 year old girl they can find, demand to speak to the manager, who, in all of their power, can only do their best and refer them to higher power (customer care have the highest power). This then turns into a tirade of abuse as they REFUSE to take responsibility for their own problem and would rather post on a website, abuse innocent staff, and embarrass themselves with their own stupidity. If you are signing a contract, DO THE RESEARCH. Its pretty obvious their reception sucks, so DONT SIGN A CONTRACT. You have opportunity at every point to ask questions and get all the facts BEFORE signing, and once you DO sign its YOUR problem if you didnt do the research. I think you'll find most employees are fairly honest about reception in problem areas (much to HQ's disapproval).


John and Jane Doe "cant" wait on hold for 30min. They're happy to wait 1hr at a restaurant on friday night, but to be made to wait on hold for a company with almost 2 million customers is apparently downright disgusting. Have you tried calling Telstra or Optus lately? Use the call back feature. Try resolving the problem YOURSELF. Have you tried turning it off and on? (this sounds stupid, but reconnecting to the network fixes 9/10 problems and is the first thing tech support will ask you to do, the second thing is a factory reset) If neither option will fix it, you dont have reception! How is complaining or abusing staff going to fix the issue? Still, they will clog the phone lines waiting on hold just to ask questions like is my bill due? How much data have i used? How long is left on my contract? Do you have iphone 4?


YES, THE CALL CENTRE IS IN INDIA. These are people too, and during my stint at Vodafone, I made friends with some of these people. Calling them pappadums, currymunchers, ragheads, curries, bombay bimbos, ching chongs (they're not even chinese...), and every usual australian slang insult is not only unnecessary and non-productive, but DOWNRIGHT DISGUSTING BEHAVIOUR. YOU SHOULD BE ASHAMED OF YOURSELVES. They are trying to do their job as well as they can with as much power as they have been given. Do you really think they WANT to come to work every day just to rip you off, just to "steal" from you, just to be "greedy", and to cop such a massive amount of abuse each and every single day. You can see why the call centre is not in Australia. Noone here would take that crap for 2 seconds. GROW UP. What happened to decent behaviour and treating everyone fairly. This is Australia, we are not a backward racist nation.


Retail staff are always young. 3 reasons... Firstly, you can thank Labour and unions for pushing award wages so high that it is too expensive to hire older people. Secondly, if Vodafone hired more experienced staff, they would have to pay more and charge you more. Hello Telstra. Thirdly, noone in their right mind would apply for a job at Vodafone just to come to work everyday and cop abuse from idiots who cant handle a problem sensibly. Give these staff a break. There is minimal training, and definitely not enough staff to cope with the amount of outright ABUSE they cop every day. Honestly, the sheer amount of abuse employees have to withstand regularly and i mean REGULARLY reduces staff to tears, people have to leave and go home because they are emotionally scarred, people have been physically threatened (myself included), sworn at, belittled, defamed, insulted, dragged through the dirt in front of other customers and colleagues. THESE ARE REAL PEOPLE WITH REAL EMOTIONS. Do you honestly think we WANT to NOT be able to help you? It has ruins relationships, lives, dignity, self esteem, people come out of it with temper or depression. Would you walk in to a car showroom and abuse the salesman because you didn't put oil in your car and it broke down? Give them a break i can guarantee they are ALL trying their DAMNED HARDEST to HELP YOU.


Dont buy a phone if you cant use it. Dont buy the latest gadget if you have fat thumbs, or one arm, or are 90 years old and dont know how to turn it on (sorry if you are 80 and techno literate, i apologize, but the majority arent). Yes this sounds judgemental, but you need to be real. You dont buy a bicycle if you have no legs. Every phone has a working demo in every store. TRY BEFORE YOU BUY. You cant take it back. You cant take a car back because you dont know how to drive can you???


We wont access our system when you call us on the phone. We wont access your details without your password. We wont cancel your friends sisters mothers account simply because she said you could. When you sign the contract, the salesman signs a section on behalf of Vodafone stating that we will do whatever we can to protect your privacy. This includes putting a password on your account. If you dont have your password or adequate ID to prove your identity, TOO BAD. Its not the staff members fault you forgot your password and cant prove who you are. You cant withdraw cash or hire a DVD either without these things so why should phone accounts be any different?


Staff at stores have low-level access to customers accounts. They cant see credit card details, they cant bring up an invoice you forgot to keep for warranty from 18 months ago, they cant play god and ruin your life simply because they can see your phone account. They have policies to follow and this is to protect your privacy and also to protect you from staff who dont know what they are doing. Each department of Vodafone is trained different to handle different enquiries, noone is trained in all enquiries. This means that sometimes you cant get an answer from the young girl at the store. You have to call up. Please dont abuse her, because if she could help, she would. She is not trying to ruin your day, and instead is frustrated because she cant help you.


Why should telco's be different to every other industry. Everyone assumes they should get more value out of every dollar with a telco. If i buy a toaster and it breaks i take it back and get it fixed. I dont demand a "loan toaster" while its gone, and if it takes a few weeks because the repair centre is located 3000km away I sigh and thank them for acting speedily and I await its return. If it breaks after the warranty finishes, I go and buy a new toaster. If I get 6 months down the track and realise its not the toaster I wanted I punch myself for being stupid and not doing more research before I started.

How come when its a phone everything changes? Warranty means nothing to customers. If its broken it should be fixed for free on the spot. GET REAL. There are billions of the phones in the world, and cramming a GPS, phone, music player and organiser in one cheap, mass produced device means that some will break. Thats what warranties are for. They take time to fix, and they ALWAYS will fix a warranty issue. If you crack the screen or drop it in the toilet IT IS NOT A WARRANTY ISSUE IT IS YOUR FAULT. If you decide you wanted a white one instead of black... sorry. You had your chance to decide. Can you take your car back to the dealer and swap it for the white one? If you crash it, can you demand a new one for free?


Reception sucks. This is well known. So well known in fact that I wonder why you signed up with Vodafone in the first place? Now who's fault was that....


Do you honestly want to get out of your contract?

Do you still think after reading this post that you have a good case and deserve to be treated more specially then someone more honest and decent then you? simply because you abused the staff more? Read on...

There is one way to do it, call Customer Care. NOONE ELSE HAS THE AUTHORITY TO DO THIS. Noone and i repeat NOONE in the store can cancel a contract on your behalf. Trust me I've tried.

There is one department in the whole company that has authority. They are called the "Win-back team" (or "Cancellation department" for laymen). To get to this department, call Customer Care and say "cancel contract". It is that easy. If you have a good reason, they will cancel it. If you dont, they wont. Dont argue with them. They are having a bad day too now that they've talked to you and heard about how you hate their guts and want them to die.

The next simple step is contact the TIO. You HAVE to contact Vodafone first before you can proceed with a complaint to the Ombudsman. Once it reaches this level, if you have a solid case, you will win. If you dont, you wont.


Why does it have to resolve to websites like this appearing? People refuse to take responsibility for their own problems. They come in and make demands like "this is YOUR problem, YOU fix it" or "I want out of my contract before I leave and I wont pay another cent because I refuse to contact Customer Care" or "I refuse to troubleshoot because I read in some forum that this phone is dodgy"

Take the appropriate steps, and CALM DOWN! If you have a real reason for getting out of your contract, they wont charge you any more money, so if it happens today, tomorrow or next week, what difference does it make?


Ok, i went a bit off topic a few times, and forgot alot of what I wanted to say, but the point is... grow up. Stop abusing innocent people. Stop whining because you forgot your ID and we should still be able to sign you up for a 2 year contract with just a bank card. Noone has all the answers, you have to find them yourself. Take responsibility for your own problems. Noone is here to wipe your bums, especially for a $20/hr wage.

If anything I have said here you feel to be untrue, please... feel free to comment.


P.S. Thankyou to all those patient customers, the ones who understand that its not our fault. The ones that give us a chance to fix their problems. The ones who pay their bills on time every month. The ones that look for help, not for answers. You were a pleasure to serve and sometimes the only reason I went to work each day.
8 Feb 2011 06:44:16 AM: RANT 1 - people have the right to use there MOBILE phone anywhere not just IN THERE HOUSE, what is the point of having it if you cant use it outside your house?
No. Service DIDNT suck when i signed my contract I've never had problems til about November last year when it all went to shit, i couldnt even get coverage in my own home anymore. So that blows your theory! i DIDNT move, so why dont i get reception here anymore?

RANT 2 - waiting at a restraunt is NOTHING like being sitting on hold for 2 hours and no one picking up, restraunts take ur order a few minutes after you get there and u know you are waiting for them to cook it. we are sitting on hold for 2 hours not knowing if anyone is actually even gonna pick up.
- Call back feature, YEAH that would be great if WE GOT A CALL BACK
- No i do not have a Iphone 4. i have a vodfone brand Samsung.
- DEAR GOD those horrible customers how dare they ask unimportant questions like how much data do i have left how long til my contract ends, THE HIDE OF THEM.

RANT 3 - People complain about the indian call centre because THEY HAVE NO CLUE, they dont know whats going on here in Australia they are reading off scripts and have NO IDEA. plus half the time you CANT understand there accent, its not there fault its just really hard to understand. i feel rude asking them to repeat themself about 5 times every minute. thats one of the main reasons i dont like ringing up. coz i know im going to have trouble talking to them.

RANT 3 PART2 (u put 2 rant 3's by the way) - welcome to the real world,i work in retail its not just phone companies that get abuse EVERYONE gets abuse in retail its part of the job, deal with it or quit. You wouldnt have so many compaints if you fixed your fucking network problems and your useless website and answered your phones.
8 Feb 2011 06:48:28 AM: RANT 5 - HAhahaha Protect our Privacy?!?!?! How about when you leaked our details on the internet?

RANT 6 - well what the fuck can they do?! they have no problem taking our details and signing us all up, but then the minute u dot the pen they suddenly cant do anything. People come into the stores complaining coz they CANT GET THROUGH to the phone number u give us. people are frustrated and need someone to help them, where else are they supposed to go? You would assume people in the VODAFONE store could help you. GUESS NOT!!
8 Feb 2011 06:53:13 AM: RANT 7 - coz when you take ur toaster to get fixed they fucking fix it quickly. they dont stuff you around for weeks before you can ever send it in. PLus toasters are like $20. People pay over $79 a month to use there phone and dont get service. Plus the people who fix your toaster wouldnt charge you money while u dont even have your toaster.
if they cant get get new phone if they get it wet then what the fuck are they paying insurance for?

RANT 8 - YES IT DOES. but when i signed up it didnt suck as much as this.
there you go you admmitted it sucks so that is fraud that you are signing people up still with the promise of reception. take a look at your coverage maps. THEY ARE BLATANT LIES
People are paying you money to be able to make calls and connect to internet, dunno about you but i cant do either of those things. so why should i keep paying you???
8 Feb 2011 06:59:34 AM: RANT 9 - yeah that WOULD be great, but have you tried calling that number, you sit on hold for hours then the calls drop out. people dont ring you back.
You get told there is no cancellations team.
Websites like this bring us all together to show how fucking rediculous Vodafone is. WHy are you here?!?!?! go make your I LOVE VODAFAIL website if u feel so strongly. then im sure you would complain to the people who come and write bad comments about it. am i right?
they wont charge you more money HAHAHAHAH what a laugh, just read half the comments on this board. they charge you rediculous amounts to get out of the contract. why do u think people are stuck on them?

maybe you should grow up?
Your company is a joke.
8 Feb 2011 07:05:50 AM: oh sorry...ex-company. if you loved it so much why didnt you stay
8 Feb 2011 09:12:53 AM: if any of you actually cared to read it properly. I simply said three things:

1. stop abusing staff who have no power to fix your problem
2. yes... the network sucks, get over it and leave vodafone. ITS NOT THAT HARD.
3. you HAVE to call customer care to cancel.

All you have shown in your reply is that you are still unable to process information properly and instead would rather hurl abuse yet again. Cancelling is as easy as collecting the information you need and calling the correct department, waiting on hold for a few minutes (the longest time i ever had to wait for cancellations was 15min, yes I called customer care about 10 times a day), and then stating your case. If they dont fix it you go to the TIO. IT IS EASY so stop being useless and follow the procedure I have just outlined to you. I did quit. I hated working for Vodafone. All I did was deal with you have now confirmed to be useless idiots who would rather sit on a forum and abuse the hell out of someone you dont even know, then simply call up and cancel. All I did was offer the best solution to getting out of your contract from having experience dealing with this every day and asking you to stop abusing staff who are my friends and real people, and you turn around and abuse me without even giving it a go... and then you ask ME to grow up...
8 Feb 2011 09:31:41 AM: Hi, we have tried to explain the procedure for getting out of your contract as clearly as possible on the 'how to complain' page. Unfortunately following this procedure can be time consuming and may take weeks if you have to contact the TIO. However it is well worth it if you are in a contract and want to switch carriers.

Vodafail.com Moderation Team
8 Feb 2011 09:40:40 AM: So staff wait on hold with all the rest of us trying to get through for cancellations? True or false that is a ridiculous notion.
8 Feb 2011 12:12:58 PM: when i signed my contract the reception did not suck...i also did not know that i would be moving to a town vodaphone cannot cover...we are not stupid and some of us have been polite and kind to staff...but what exactly is the point of a store if noone in there can do anything except say call 1555??
8 Feb 2011 12:31:00 PM: Easy.......they can sell you more plans and then make commission.
8 Feb 2011 12:50:43 PM: To the dickhead former Vodafail employee - do you understand that this is not the site to talk about how all users are wrong. This is the typical attitude of your pathetic company. Don't advertise all these great aspects of your company if your reception sucks - why don't you advertise the truth. Our reception is shit, but we will take your money. The dumb arse 17 year old staff should say that - our service is shit do you want to sign up anyway. But no, you don't say that, you are all too greedy earning as much commission as you can. You are taking money under false pretences - so you deserve whatever you get. There are plenty of other jobs out there with reputable companies - no one is forcing you to stay in these jobs. Take your whining sad story and tell someone who cares!! Loser.
8 Feb 2011 04:27:37 PM: The OP's post and subsequent reply he/she made at 8 Feb 2011 11:12:53 AM, shows me the type of attitude that Vodafone staff have. Actually with that type of piss poor attitude I am surprised he/she is not part of the management team as that seems to be the type of attitude they display as well.
8 Feb 2011 04:30:28 PM: 30 minute wait on the phone for an answer would be heaven. Try 1 hour 45 minutes & then have the call canceled!!!!
9 Feb 2011 08:30:41 AM: I have to agree with the OP on their point about treating staff with courtesy and as you would like to be treated yourself. I have found that I get excellent service from any industry (including Vodafone) by being polite, explaining issue/query/complaint calmly, and asking questions rather than yelling/threatening/abusing people. The old virtues of patience and respect have been taken down a back alley and beaten to death by the NOWNOWNOWIWANTIWANTIWANTMEMEMEMEME attitude spewed forth from the media who's only interest is your money. Yes waiting on hold is frustrating, yes you want your problem solved, but the person you eventually get to talk to is an employee who doesn't make the decision about how many staff are employed in the call centre. It's not their fault. Have some compassion on these poor people and you'll find they actually DO WANT to help you and will probably empathise with you about your issue. Oh, and screw you Vodafone corporation.
9 Feb 2011 10:16:15 PM: Rant 3, part 2; "Firstly, you can thank Labour and unions for pushing award wages so high that it is too expensive to hire older people"
This is not an ALP conference.
But yeah, maybe we should compete with the Indians on $2 a day so Vodaphone can afford to get their act together. Would management consent for competitive salaries like those?
We clearly need more regulation to keep ratbags like your fucking company in line.
10 Feb 2011 10:14:21 AM: ""Sincerely"""" why dont you get a new job, which you clearly have!

1) Would you pay for a service when you are not receiving its full potential? I don't think so! I asked Vodafone staff questions when i signed my contract not once did the staff disclose to ME that Vodafone are doing upgrades in my area or upgrading their towers!
2) unfortunately everyday day life people constantly get abused and be-littled if you need to have time off due to emotional scarring, HARDEN THE FUK UP! Emotional scars are when you have been beaten or raped, so dont you dare say that Vodafone staff have emotional scarring you wouldnt know what the fuck your talking about!
4) we have the right as a consumer and customer to challenge when we are not getting a fair deal and cancel our contract, look at this website have you read every single comment on this website about issues that Vodafone customers are faced with? NO didnt think so
5)We cannot understand the Indian call centre because they go around in circles in what they are saying this is by no means being racist.
6) Find something contructive to do with your time.


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15335 Someone from WA thinks vodafone is australian test cricket fail at 7 Feb 2011 09:01:54 PM
Thanks vodacrap ! not only can i not make or receive calls ? but who knows the amount of business i have lost with your inept telco shite company.
This is a total joke !!!
I feel like i'm being robbed every time a payment comes out of my account !!

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15333 Someone from NSW thinks vodafone is OMG at 7 Feb 2011 07:10:18 PM
This is the latest hit from Vodafone - released about a month ago. :)

When trying to view your usage details in "My Account" section on the website the following error shows up:

Sorry for the inconvenience
- An unexpected error has occurred. Please close your browser and try again later or call 1555 (a free call from a Vodafone mobile) or 1300 650 410 from another telephone service (standard charges apply) to complete your request.

So for the past month I have been "trying again later".

This is a capsized comedy... :)
(LOL "capsized" - "cap" and "sized").

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15328 Someone from SA thinks vodafone is Epic Fail at 7 Feb 2011 05:14:40 PM
I have been a 3 customer for over 5 years and although the service was never completely reliable, it was acceptable considering the cheap plans they offered. Since their merge with Vodafone I often find that I can't make calls, my phone goes offline (although still displaying a full signal)and needs to be turned off and on again to rectify itself. Often calls will drop out on around every 5 minutes making it impossilbe to call the 3/Vodafone "Customer Care" as they call it, and 13 number is NOT a standard call meaning I'm charged a small fortune for waiting on hold. I have also had numerous billing errors since the merge which can't be rectified as I can't get through to speak to someone. Surely all of these 'fails' are reason enough for vodafone to release customers from their contracts as they can't honor the terms of it!

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15327 Someone from VIC thinks vodafone is Expensive Vodafail at 7 Feb 2011 05:14:27 PM
Got a second month-to-month sim Nov because I was going over my mobile broadband data allowance. Unbeknownist to me (until it was waaaaay too late) it wasn't linked to my main account so even while I was religiously checking my usage, I managed to rack up $270 in excess usage fees ... and the account wasn't being paid as I just use my vodafone, I don't pay attention to the emails (have learned that lesson!) I didn't even find out until I went into the store about something else... what's stupid is I'm probably the only one so happy with their pocket wifi coverage I use up to 20 gb a month on it... it's their customer service & systems that let them down :( (@meinmelb on twitter)
9 Feb 2011 02:49:24 PM: I cant even access my account online havent been able to for a week (since i set it up, cant text the number to get it either) its F***** UP


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15325 Someone from NSW thinks vodafone is FAIL FAIL FAIL at 7 Feb 2011 05:01:31 PM
my vodafail account has stopped notifying me of voicemails which has put me in a few awkward situations with work, friends and other issues.. costing me money aswell (for missed work)..
plus for days at a time i cannot use the vodaphone web broweser due to apparent high usage. but seriously.. days at a time?
FAIL! i pay good money for their service and i get screwed in return. i can't wait to change when my contract is up!!!

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15319 Someone from ACT thinks vodafone is Worst than AAPT at 7 Feb 2011 03:50:52 PM
Ordered a mobile broadband in Nov 2010. Yhis was suppose to be a 2year contract at $39/month. Upon arrival of the modem, my laptop registered software problem and the modem would not work. After calling up their technical support numerous times, the best they could do was to tell me to go to the nearest shopfront to get the lastest updated software and download it into my laptop.

The software didn't work; so my problem is stalled. I decided to call them up to have my account terminated and was told that someone would call me back within 72hours to help me with my request. I waited for more than two weeks before I decided to send an email to complain about the return call they promised(that did not happen) and that I have been charged by them for services I could not use and problems they can't solve for me with they software.

Another 2 weeks passed and my complain email was ignored.

So just 2 hours ago, I decided to call them up to request for a cancellation of my account and a refund of the money they have charged me. But they kept offering new deals and new modem for me eventhough my problem was with their software and not with their device. Only this time, I spent more time being put on-hold than talking to someone. The operator kept putting me on hold while she needs to speak with the manager and finally I just told her to put the manager on to speak with me. The final outcome was that either I get a refund and be charged $160 for temination fee or they can waive the termination fee but I don't get my refund.

What a load of rubbish! I'll never deal with them in any way again and I'll tell as many people of how "great" and "fantastic" their services are!

Oh, and the last thing the manager told me was, "And there will be a last direct debit charge on the 15th of this month."
Well, go ahead, I've just called up my back to have their direct debit cancelled.

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15313 Someone from NSW thinks vodafone is black hole fail at 7 Feb 2011 12:56:21 PM
yay! just ported my number over to Telstra after being let out of my vodafail contract 7 months early due to all the issues i was having. :D happy days! First thing the guy in telstra shop said when i told him i was with vodaphone "oh im sorry!" lol.
So yeah, dont give up!! If you arnt getting service dont put up with i...t.
Also when trying to port my number we had to ring the vodafone call centre while in telstra shop to get my account number, after 7 minute wait and no one answering, i ended up walking to the vodafone shop in the same shopping centre and was standing there waiting for a good 10 minutes while 2 customers in front of me were complaining about having no coverage. one of them was on a $79 plan and let me tell you she wasnt happy !! Another one was in there after being on hold for 2 hours and getting the call back option and was never called back. the staff was just like nothing we can do you have to ring up. wow so helpful. Telstra staff were ALOT more helpful and took the time to sit down with me and explain everything about my new contract and showed me how to use my new phone. Ported my number within 2 minutes. and then she even took the time to get all the contacts off my vodafone sim and put them on the telstra one. VERY appreciative as last time i was in vodafone and they told me it was a sim issue they didnt save my contacts and it deleted them all. wasnt impressed!!!
8 Feb 2011 07:31:08 AM: Congratulations on getting out of your contract! I'm sure it took a lot of hard work but it's definitely worth it. A small investment of time and energy in order to make calls 7 months early.

Vodafail.com Moderation Team

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15300 Someone from NSW thinks vodafone is Liers at 7 Feb 2011 09:48:08 AM
Vodafone defaulted my account and I had no idea I had an outstanding bill. I was more then happy to pay it.

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15288 Someone from QLD thinks vodafone is very at 6 Feb 2011 09:30:51 PM
Personal details removed

7th Feb, 2011

To: Vodaphone Device Return

Bright Point Australia

Warehouse B

1 Garden Road

Melrose, NSW 2085.

Like many other people whose Vodaphone hand held devices have been causing them considerable inconvenience, I finally lost patience and decided to ditch your service and look for something a bit more reliable. So I went to a Vodaphone store at a Brisbane shopping centre and asked if I could pay my account and hand in the hand set.

The person there, while being very helpful, said they couldn't accept the device but all I had to do was ring 1300 650 410 and request that a satchel be sent to my house. I could then simply drop the device into the satchel, and then into the post box.

I rang the number and, after getting the usual run a round from that brainless bimbo answering machine, was switched thru to India where I spent the next hour or so trying to find out how to get the satchel. They were extremely reluctant to give out this sensitive information and several times during the long rambling discussion, I was asked who had given me the phone number and the information on how to request a satchel. I got the faint impression that, if they found out who it was, then that persons future career prospects at Vodaphone may not be too rosey.

The fellow at the other end of the line then attempted to steer me thru a complicated series of steps that may solve the problems I was having. But all to no avail. Eventually he conceded defeat and said he'd transfer me to Technical Support. However, during his attempt to do this, we got cut off.

After a suitable period of time had elapsed, I called the number again and after another skirmish with the bimbo talking robot, was switched thru to India where I asked the fellow on the other end if Vodaphone actually had a postal address in Australia.

Why do you want to know? he asked, rather pompously and suspiciously.

At this point I was becoming rather dangerously close to losing my temper and told him, in no un certain terms, that I wanted the address so I could send them a letter and it was none of his business anyway, as it was simply his job to be of service to his employers customers. This had the desired effect and he suddenly blurted out the address.

So, please find enclosed the mobile phone. Also could you email my last months account to me so I can pay it and that will be the end of our association. I'll send a copy of this letter to you by email if I can find an email address to send it to. I daren't risk another one hour chat on the phone with someone in India so I'll probably hopefully get it off your web site.

(Personal details removed)
6 Feb 2011 10:02:48 PM: Hi there I have had to moderate your post by removing your personal details.

Try the Vodafone facebook page as well...........and online.help@vodafone.com.au

I hope you sent the devise by registered post as well..........please say you did!!

I think it most likely you will be getting a phone call from Vodafone fairly soon!!

Vodafail.com Moderation Team
8 Feb 2011 02:48:18 AM: fail... its spelled vodafone.

8 Feb 2011 10:45:28 AM: Might want to check that address....Brightpoint is GARIGAL Road and it's in BELROSE
8 Feb 2011 05:12:50 PM: At 8 Feb 2011 04:48:18 AM: Wrong!!! It's actually spelt Vodafail.

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15284 Someone from VIC thinks vodafone is Website-Fail at 6 Feb 2011 08:17:26 PM
Error establishing a database connection - yes folks ...its another FAIL when trying to check the balance on ones account.
11 Feb 2011 09:23:50 AM: Its a massive fail yet again

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15282 Someone from QLD thinks vodafone is SAD VODAFONE EXPERIENCE at 6 Feb 2011 07:51:31 PM
8 Feb 2011 02:51:19 AM: try reading the bill properly and you'll find its a pro rata charge which means you are charged PER DAY. this is in the contract and fully explained at the time of purchase. its approx 1/30th of your monthly fee per day.

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15280 Someone from NSW thinks vodafone is Hopelessly ridiculously pathetic at 6 Feb 2011 07:38:54 PM
We have renewed 4 new plans with Vodafone 3 months ago and the following happened:

All 4 plans were incorrected registered and despite spending over 4 hours with Vodafone, and on each occasion being reassured that they have been rectified, all 3 plans are still being overcharged;
Existing auto debit details did not roll over and I was threatened with a disconnect notice by SMS;
One of the new phone was both incoming and outgoing call barred and we found out that there were 3 months of payment in arrear when we first used the phone; we informed Vodafone calls were never made and no inovices were received either by mail, SMS or email while the plan detail were also incorrect. Vodafone denied our information and informed that invoices were sent to a Hotmail account; however that particular account is not attached to a Hotmail; SO THE VODAFONE STAFF MADE THE STORY UP!!!!;
We were informed that credit will be applied on the incorrect charges and late fee will be waived; as of today, they are still showing on our bill; We have been over-charged and the so called Help Desk is not helping at all!
And yes, calls have been dropped every now and then even in Sydney Metro

In short: Billing problem; dropped calls; incorrect advice/ promise by vodafone staff; on-hold for too long; overcharged; poor customer services and irresponsible directors!

17 Feb 2011 09:44:03 AM: Just go to the TIO and get a result. Then the ba....ds have to

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15264 Someone from NSW thinks vodafone is hopeless at 6 Feb 2011 02:11:29 PM
Just contacted TIO again. Received Jan bill by email today. Amount owing and date payment due only. Again no billing details, even after Vodafone Tas and various workers in India,have promised me that full details would be supplied. They can do it after I complain each month, why can't I get the correct bill in the first place ? Hope TIO has better luck this time! Didn't have a problem prior to Oct, 2010.

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15261 Someone from VIC thinks vodafone is Ethnically Corrupt at 6 Feb 2011 12:28:26 PM
6 Feb 2011 01:58:31 PM: I know what you mean, when I was 17 and in school , my parents paid for my phone (im now 21 with a full time job) I went over my cap once by over $100 and received no notification from vodafone that I was going over the cap. Needless to say my parent made me pay all the overcharge fees (rightly so) so if you'd like your daughter to be more mindful of her phone usage I was suggest doing that. I garuntee I didn't go over my cap again lol.
6 Feb 2011 02:59:30 PM: Thank you for the advice...new rules and actions have been applied. Daughter currently less than happy.
6 Feb 2011 05:45:18 PM: no phones service does this for you optus telstra 3 virgin, all the same, simple thing don't give anyone under the age of 18 a contract plan. phone companies are not your parents and shouldn't need to baby there customers all the time. im with optus and have had my fair share of high bill and telstra to.
6 Feb 2011 09:36:59 PM: Not quiet correct...I have discovered that TPG do in fact send notifications when Cap limits are being approached, reached and then further warnings thereafter. Not sure how providing billing updates or warnings can be considered as spoon feeding customers. When I have my car serviced, if the engineer finds an unexpected issue during the inspection they will always call to initially inform me of the problem and any additional work required before seeking authorisation to proceed; or not.

Such a service would be a relatively simple programme for any Telco, particularly a network operator, to implement alongside their daily billing routines. These notifications could be sent via SMS during off-peak times to avoid any additional burden to already stretched operational platforms. I expect the real reason VF (and other mobile providers as you mentioned) don't provide this service is fairly obvious!
7 Feb 2011 05:35:48 AM: That's why you can call 1555 or login online to check your balance, don't be lazy and do the work yourself and don't be spoon fed
7 Feb 2011 06:04:19 AM: @ 7 Feb 2011 07:35:48 AM Get real mate, 1555 be prepared for a 2 hour wait and the online service is up and down more times than a French tarts knickers. Start living in the real world and handing out sensible suggestions instead of plain stupidity and insults.

6 Feb 2011 11:36:59 PM: Sounds like a bloody good idea.
7 Feb 2011 08:00:35 AM: I meant 1512 and that takes 1 min. I can my balance any time on line from many different computers any time day or night
7 Feb 2011 08:39:11 AM: @ 7 Feb 2011 10:00:35 AM Earth calling La-La Land, 1 minute my arse and access to My Vodafone day or night, Earth calling Planet Zog.
7 Feb 2011 09:24:54 AM: I don't think you know what you're talking about, 1512 is to check your balance and I call that number 25 tims a day and have no problems and it takes 1 min each time, I can log onto myvodafone as I have today 10 times to do things and have no issues
7 Feb 2011 09:30:58 AM: @ 7 Feb 2011 11:24:54 AM: You need stronger medication.
7 Feb 2011 10:13:22 AM: At 7 Feb 2011 07:35:48 AM Hang about mate, first you said 1555 and then you said 1512.

Seems to me you are the one who does not know what he is talking about!

Agree with 7 Feb 2011 11:30:58 AM You are in need of stronger medication.
7 Feb 2011 06:52:54 PM: as said above check your balance with 1512,
7 Feb 2011 08:57:59 PM: telstra sends a warning message when u are nearing your usage limit
7 Feb 2011 08:58:50 PM: 7 Feb 2011 11:24:54 AM works for vodafone

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15251 Someone from NSW thinks vodafone is Totally useless at 5 Feb 2011 05:42:01 PM
I have tried unsuccessfully to contact vodafone for 6 weeks via email and telephone, they simply do not call me back. I contacted the tio and they told me to port my 7 numbers out and they would contact them on my behalf. After 14 days still nothing, the tio gave them another 48 hours, more like 100 when you take into consideration the weekend and my investigators sick day. Still nothing! It has now been classified as a level 3 complaint thus costing vodafone in excess of $20k simply in fines! They have to pay up not apply credits on this one and there is now a full blown investigation into their handling of my accounts! To say I am fed up is an understatement! Completely useless and incompetent behavior!! Let's hope the government gets involved and sends them back where they came from!!! Oh did I mention that I'm a Gold Dealer of their services!!! This is disgraceful conduct from a multi national company trading in the lucky country! The CEO has to be sacked immediately! They have also announced it will take from 4-6 months for them to be able to perform again! Are they serious!!!! Joining the dole queue on Monday!

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15244 Someone from ACT thinks vodafone is 3 & Vodafail Crap at 5 Feb 2011 07:49:57 AM
I would like to bring to your notice the billing fraud committed by 3 on a daily basis. Since Vodafail bought 3 couple of months ago...3 is going the vodafail way.

I have had two connections from 3. One is a mobile phone service and the other is a mobile broadband service. Last month (24th Jan 2011) I decided to disconnect the mobile broadband phone service. I was charged an extra $119.25 ! They told me that I used extra data. I already have a 6GB limit which I am sure I have not used as I was in the process of moving houses. When I asked for a detailed data usage report they refused to give me. They used planned confusing words such as pro rata billing etc.

Yesterday I received another bill for my mobile phone which is coming up to $93.02. This includes $49 which is the monthly rental. The remainder is $44.02 which they say is from my old disconnected broadband service. They claim that the billing cycle is responsible for this. How come I get charged for the mobile broadband service when I have already disconnected and had been forcefully charged? The disputed amount from January bill is $80. And disputed amount for the February bill is $44.02. So the total bill amount dispute is $124.02.

The provider does not want to give a proper breakup of the data usage of the mobile broadband service where I have incurred an extra $80. And also practises evading tactics using confusing words like pro-rata and billing cycles etc when discussing the disputed amount ($44.02) for the February bill. The call centre gentleman who I spoke to had a name called Sadik and I think is based in India.

I am not new to the mobile phone service bills. This is the first time I have experienced this and only from 3.

Please understand that I am not a opportunist who is taking advantage. I have been cheated and all I ask is Justice to be served.
5 Feb 2011 07:21:15 PM: Firstly talk to the TIO. Secondly pursue obtaining a list of the websites visited or at least a list of the IP addresses reached. I tried to get this from 3 when my business account had unexpected data charges. I completely trust the phone user(my partner) so I was worried about some kind of "phone" home type virus.

They wouldn't give me that info for "privacy" reasons even though I was paying the bill. I said well if you can't or won't prove to me what I am being charged for I won't pay. I went through the TIO in the end and they were forced to refund the charges. Since they would not agree to provide usage data in future I made them disable data for that phone number telling them they had just ensured they would never earn a sent from all that infrastructure from me.

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15239 Someone from SA thinks vodafone is Can't access their website at 5 Feb 2011 12:12:04 AM
I am using their Prepaid Mobile Broadband services and I haven't been able to access their website all day. Both Firefox and Internet Explorer web browsers time out while trying to load their pages. I can't even top up my credit online and I dread having to make a phone call tomorrow morning. Interestingly I can access their website through a web proxy but it will not let me log into my account. This isn't the first time it's happened, I remember one Sunday afternoon making a phone call about the same problem and a few minutes later I was able to access their website. I have been with Vodafone for 8 months now and their Prepaid Mobile Broadband service has deteriorated over the last few months, from days of having no Internet access to very slow connections. I have had enough! I no longer have any faith in their service and I will be looking around for a more reliable service provider.
5 Feb 2011 10:49:18 AM: It's lunch time and I still couldn't access their website normally, but I used a different web proxy service which let me access their website and let me log into my account. It's as if Vodafone have blocked me from accessing their website, I have no other issues accessing other websites. I am just so glade I didn't have to waste my time making a phone call today. This will be my last top up voucher. Good riddance!

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15236 Someone from VIC thinks vodafone is Horrbile at 4 Feb 2011 08:41:05 PM
I'm so very disapointed in vodafone.
Late janurary, I continued making phone calls
and according to 1512, i was within my cap,
and all of a sudden it said i was $35 over my cap,
so of course i immediately stopped texting and
calling people, however my exclusive amount then magically
increase to $89, and now my current bill shows around $120.

today is the 4th of feb, and I've been evry careful with my phone,
havent called any premium numbers or anything of that sort,
but when i just checked my account balance, it says i have $142 dollars remaining out of my $150, but apparently i have a $35 dollar exclusive amount
which really seems impossible. I'm so frustrated and sick of this nonsense, vodafone needs to get back on track, I'm definately calling the TIO and trying to cancel my contract.
5 Feb 2011 03:23:41 PM: wait to get you bill and see what the issue is and then contact a voda store

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15233 Someone from ACT thinks vodafone is Reception at 4 Feb 2011 08:06:57 PM
I have just bought vodafone iphone cap just a month ago & it gives me alot of problems like no reception,take plenty of time to open one website,no proper billing.for hrs my phone will go on no service that to be when i am very well in the city..i never get more than 1 reception tower whether i am at work in fyshiwick or at home in woden. When complaining about the same to their customer officer they said we have very good range sir...then why this f...phones on no service. No proper reply from them.

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15219 Someone from SA thinks vodafone is arrogant at 4 Feb 2011 04:10:26 PM
Just signed up in the last 2 mths,still no contract,billed in 3 weeks not 4,the amount was more than was agreed too.I notified them that this was wrong,nothing done,called them,still nothing done,emailed them I was'nt going to pay my account till it was sorted.Received following mths bill,$85 over agreed amount.Now I owe for 2 mths.They phoned me for a copy of what their rep had written down but failed to put on a contract that I still don't have.Then they suspended my account.Not bad for 2 mths ah.

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15213 Someone from NSW thinks vodafone is at 4 Feb 2011 03:07:13 PM
Since July 2010, I have experienced everything from no data coverage in my suburb at the weekends to call dropouts, delayed text and voice messages. I have spent up to 2 hours on Saturdays and even working hours (almost every 3-4 weeks since) trying to explain the problems as they occur to Vodafone customer service teams. My company-issue mobile, my personal mobile, my iPad and mobile broadband are all with Vodafone. In fact, in early December, the security alarm system in our premises was triggered at 1am but the security company was unable to get through on my mobile - and - I didn't receive their voice message until 12noon. Surprisingly - and - fingers crossed, my issues seems to have improved since all the publicity about Vodafail.
Although, an incident that occurred this week has prompted me to post this.
My boss is who is also a Vodafone customer is currently overseas. He travels overseas on a monthly basis. This week, he received a text from Vodafone advising they have suspended his service. Account is up to date, ie: no outstanding invoices. When I enquired as to why service was suspended, I was told that there was an UNBILLED roaming charge amount of $3,000+ incurred in the current cycle and that this amount had to be paid before service would be re-activated. Notwithstanding the fact that my boss has been a long standing Vodafone customer, frequently incurs up to $6,000 in roaming charges AND account is always paid in full when due.

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15205 Someone from NSW thinks vodafone is EPIC at 4 Feb 2011 12:42:23 PM
i have been in a battle with phone companies for the past two years. Finally, after releasing me from my contract "3" convinced me to go with Vodafone (as they did not have the phone in stock which they had promised me 3 months earlier), not knowing any better i agreed; this was my first mistake.

The first two bills they sent me were incorrect (overcharging me by $90 on both). i called customer "service" on numerous occasions to try and solve the problem but was told that there was nothing that they could do. as i did not pay the incorrect bills my service was promptly disconnected for two days with no explanation.

I live on Sydney's north shore (20 mins from the CBD) and i have NEVER ONCE had full reception in the 5 months that i have been with vodafone now. i consistently have "no service" in my house, and when i am out the reception and connection quality is shameful. Voicemails on average take 4 days to arrive to my account, and the internet connection is slower than the dial up i had in my house ten years ago.

IT IS A JOKE, i think that Lara should start looking for a new job, as Vodafone will not last with this kind of service!!!

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15195 Someone from QLD thinks vodafone is billing problems extremely fail at 4 Feb 2011 09:14:13 AM
A so-called overdue bill of $80.63 when i didn't get the first bill. Usually send it via sms for small amounts per month (i don't use this particular phone that much) and so put myself in credit of $40.00. The ocassional sms here and there over a few years and then bam...you're overdue! No sms like the past.

I was told because i didn't change my address when the bill was sent that that was the reason why i didn't receive it. My mail at that stage was being redirected by Australia Post!!! And, in that time had tried to change my address details at one of their shops, yet they have limited staff to suit the demands of the customer so the line was long and wasn't moving in a hurry. And when i tried to contact them by phone i waited for over 30 mins in my otherwise precious time and couldn't hold on any longer...my baby was hungry!!!

In essence, I paid them $95.00 so I am in credit slightly. All i know is that you do not treat a valued customer who pays her bills on time in the demeanor that they did...and I can assure you that the credit for that phone will not be utilised because i will be taking my business else where and when my contract runs out for my iphone they can stick that service where the sun doesn't shine.

Not happy Jan

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15189 Someone from VIC thinks vodafone is Line Testing at 3 Feb 2011 07:41:33 PM
I spoke with the cancellation department on 24/1/11 to get released from my plan and was told the only way this could happen is if there were issues with coverage in my area and was transferred to the technical department to arrange a line test and promised a call back on the 28/1/11. Monday 31/1/11 I called and requested a call back due to hold times. They called back 5 mins later and placed me on hold! After 20 more mins of holding decided that is why i requested the call back and hung up. 3/2/11 I called back to find out what was going on and tried and the line dropped out. I called back and spoke to Chantelle who could hear me and it dropped out. I then called back and got richard who later turned out to be rod. He wasn't able to hear me and I requested he called me back. He called me back and i explained what had happened about the line test and asked him to record these on the notes on my file. He then said he would introduce me to someone in the technical department and explain what had happened after 24mins of holding the person in technical had no clue what was happening as no notes were made. I then spoke to the supervisor who told me that the line test had been completed and there were no issues in my area. As a result I asked if he had placed the notes of drop outs and they had no records. She then acknowledged that there were issues with the coverage and that they would not release me from my contract as the systems will be upgraded some where between 14days and 12months! I have requested a copy of the notes on my account and had to be transferred back to customer service who advised it will cost $21 to get them. I said it does not cost $21 to copy past it into and e-mail and send to me. Now 2 hours on hold all they can offer is to raise this with the privacy department who will take 7 days to contact me and verify that this is my account before they can release the notes to me. Very unacceptable! Sorry vodafone after 6 years of loyalty I'm outta here.
3 Feb 2011 08:43:57 PM: Call the TIO, you've done your part band vodafone don't want to be reasonable. If you go to the TIO you will get out of your contract.
4 Feb 2011 07:28:01 AM: There are privacy issues and they are following the guidelines
4 Feb 2011 12:22:59 PM: Vodafone were giving me the same run around too but i got out of my contract, you need to be firm with them, it worked for me.

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15182 Someone from QLD thinks vodafone is No Network coverageAgain at 3 Feb 2011 05:54:06 PM
Ok just posted b4, then finally got through to vodafone..this is how it went
Hello this is Keten, please what is your number...etc (time 6.04pm) after being on hold and asking to be called back (17minutes later)asked what is your problem, no network since 5.30 yesterday..neither has my son, who has a phone for safety walking from his school to my work..and im really angry.As this has happen more than is acceptable..What is my mobile number...where do i live Goldcoast, where, Goldcoast, can't find it, ok try Surfers Paradise, wait...what is suburb..told him...what is street...told him (time 6.12pm) still trying to find place...waiting waiting, comes back and says don't know why you have no network...on hold again...comes back says take battery out of phone wait 1 minute...turn back on...do this and finally coverage back...I ask why did this happen again...VodaFone has been updating and refreshing their network, and it freezes, so this what happens. (sorry about that)...
Well then I would like a credit for being witout service for 24hrs,yet I will still get charged. Ok can give me a credit to my account for $10. right I have that....um problem trying to do that put on hold(6.23pm) wait 6.28pm um having problem crediting your account...put on hold...comes back (6.35) ok have credit account, ok well my sons phone is doing what mine is no coverage etc...take battery out...do the whole thing...I get it going, right I would like to be credited for his account please...yes i have done this. no you dont have his number...i havent told you...yes I gave you credit $10, $5 for each account but put on my account...NO thats not what i wanted...$10 on mine and $10 on his. NO CHANCE!!!! and so i said well will this happen again...apparently so but was told..i know what to do NOW!!! MMMM gotta love vodafone SERVICE. Oh and apparently I was on hold so long 'cos his computer froze trying to credit my account!!!!!

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15171 Someone from QLD thinks vodafone is ROBBING BANDITS at 3 Feb 2011 02:10:45 PM
4 Feb 2011 03:26:35 PM: Vodafone is a weapon of mass disruption!!!
5 Feb 2011 09:05:31 AM: Very clever, sorry I didn't think of that.

I see there have been other poor suckers who have had similar problems. How is it that in our over governed & over legislated country Vodafail can get away with mass advertising products they cannot possibly supply & take customers' funds based on contracts they clearly cannot comply with? Why aren't our brave police guardians of law & order arresting these criminals for fraud?
7 Feb 2011 10:39:47 PM: I've had the dodgy invoice as well. Don't worry though, I found out that 40 Mount St North Sydney is the Head Office. (Shared building with Coca Cola).
8 Feb 2011 08:36:57 PM: Well they did it!!! the Shitheads sent me an invoice for a service that they agreed to rescind. I sent their crummy junk disc & USB modem back & they still are sending me bills! Where is the nearest vigalante posse I can join to lynch these outlaws!
17 Feb 2011 08:28:05 AM: HOPEFULLY this the end to the saga. Thanks to the advice on this site I registered a complaint with the TIO & 10 days later received a call from a Vodafone lady. Nice polite woman with good sense of humour, actually told me that they were trained to cop abuse from customers & needed a thick skin to do the job. Asked her if she was aware of this site & she said they were.

Absolutely refused to send me any documentation that Vodafail would not be billing me again or that they had canceled my deal with them. Just kept telling me that she had checked all the possible departments of the company & all of them showed I was no longer a customer & that my credit card details had been erased.

Of course I should believe all this right? Who would doubt the verbal assurance of a Vodafone employee? Finally she agreed the best she could do would be to send me a text to say they no longer would be charging me!

It only took one 5 minute phone call for these people to get their hooks into me to bleed my credit card dry for a non-existent "service" & then 5 weeks of phone calls, hanging in queues & a complaint to the TIO to cancel the agreement.

I will wait & see if this is really the end of the saga. Not that I don't trust them!
9 Aug 2011 10:45:13 AM: Do you have any direct contacts for VHA in Ausralia
I have been stitched up by one of thier filthy resellers
My Ulimited $45 plan costs me $700 plus a month ??
Thier response by email is a pack of lies from the reseller
and blatant admissions proving my complaint
Saying I hope this disolves your issues , Absolute nonsence !!
Does anyone have a direct contact for some people in VODAPHONE in Australia who has any sence of customer service and responsibility.
my email is lubbs@bigpond.com I have nothing to hide

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15169 Someone from ACT thinks vodafone is EPIC at 3 Feb 2011 01:49:01 PM
I have been on hold for TWO AND A HALF HOURS after telling Lara that I wanted to speak to someone about a billing inquiry. I originally just wanted to have my last 2 bills wiped because of crappy service (calls dropping out, voicemails and texts coming late or not at all, cruddy internet reception and 'no service' in areas like Manuka, Civic, Kingston and in Sydney). How do i get to place my number on the 'call back' list because this is just ridiculous! I'm now at the point of just wanting to cancel my contract on iphone although I have about a year to go, however am worried I won't be able to port my number as I am waiting to hear back about job interviews.

Can someone direct me as to how I get vodafail to call me back, or should i just call again and say i want to talk to someone in complaints? Eeep!

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15161 Someone from WA thinks vodafone is EPIC FAIL but finally over! at 3 Feb 2011 10:16:16 AM
I finally had success with breaking both mine and my partners contracts after 3 months of complaining around 3 times a week. They ended up running a coverage test in my area and it appears we are in a low service area (clearly) and we were able to get our plans cancelled, with no charge provided the phones are returned. I think I had called around 40 times and my partner maybe 10 times, sent around 20 emails and was on hold for hours and hours but with some persistence I managed to sort it out. I find the cancellation team were totally useless and the tech support were much more helpful. Even once I managaed to get my contract cancelled they did not want to cancel my partners since the coverage test was done on my account however we live at the same address! After 4 calls in the past 12 hours I got it sorted, FINALLY!. The main thing is, don't give up! Just keep calling and calling. Postcocde is 6167 which is a low service area as advised from Vodafone. Offered me 6 months half price contract to stay also.... I declined! Telstra here we come =) Goodluck!
3 Feb 2011 11:15:33 AM: This is great news for you - really glad you finally got it sorted. Your comment "The main thing is, don't give up!" is uplifting and encouraging, but really... it's 2011! Even the banks have (mostly) re-learned the art of customer service and the importance of keeping customers happy. Why should we need to keep trying and trying to get a fair deal? Should it really be this hard??
4 Feb 2011 08:40:30 AM: No it shouldn't and really their customer service was a whole other lot of complaints I had. However, they make it difficult to avoid people trying. They don't want to lose more customers so they make the process so long winded and frustrating so people give up. I doubt their will be much improvement on the customer service side of things any time soon so I would rather be persistant now so I can get out as soon as I can. There is no secret Vodafone lacks customer service skills but the amount of problems they have at the moment suggests actually getting their service to work at all is the priority =) Once (if?) they have that sorted they may move to tackling their customer service issues. This is why I suggest not giving up because your just going to be stuck with them.

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15159 Someone from VIC thinks vodafone is network at 3 Feb 2011 09:29:43 AM
i loved the visual voicemail, and the billing was ok, i also loved their lara , and the fact that you didnt have to hold for an operator, rather they would call back , !!! really clever, BUT in the past 6 weeks the network went to sh1t !

if only they invested in their network as much as their clever call centre software, people wouldnt have to call!!

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15157 Someone from QLD thinks vodafone is at 3 Feb 2011 09:19:06 AM
Have more than one connection on my account. Had a password to gain entry to my section of the account. Now they require a PIN. Don't remember the PIN (from 10 yrs back - I have difficulty remembering from 5 mins ago!) Called support. Was told that it was due to the outage today. However, this situation has been ongoing for 2 months! Then was told to call 121 to get my account balance! So even that info was not right. The 1521 service is not available today which I can understand but wonder how long they will use the excuse of the cyclone effects! So frustrated. I don't have the option of cancelling my account, as I have overseas banking links on that number.
3 Feb 2011 03:13:01 PM: i think they are still using the floods excuse lol. the cyclone will last them a few months of excuses

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15156 Someone from VIC thinks vodafone is Useless in all areas at 3 Feb 2011 09:11:58 AM
I have been unable to get my account balance or usage details from the Vodafone website for the last 2 days. I have tried numerous times at different times of the day, from several different PCs. They can't seem to do anything right. I have experienced bad reception, non functional website, bad customer service, delayed SMS, people unable to leave a voicemail message for me yesterday. I'm changing to Optus as soon as my contract is up, which is very soon fortunately.

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15155 Someone from NSW thinks vodafone is VERY VERY VERY at 3 Feb 2011 09:10:45 AM
They did an unauthorised direct debit on my account for $226 and sent my account into overdraft and left me with no money to even buy my lunch or get home today. Said it will take a week to refund the payment. All the other bills I have due now will also not be paid, awesome for my credit history!!!!!

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15153 Someone from NSW thinks vodafone is Billing prodata when migrating 3 customers at 3 Feb 2011 08:19:10 AM
I recently migrated to Vodafone (which I should not have but too late).
I was connected with 3 and migrated to Vodafone 3 days prior to the end of my billing cycle. Now Vodafone is billing me for that 3 days of use when 3 charged me full for the said billing cycle. Vodafone CSR says, they don't care about 3 customers and its billing. And I thought they own 3 and should be responsible for this whole migration process.

During the migration process, the Vodafone guy said it will be seamless, it will be just a transfer of contract! AHA again.... Total lie to customers. Shouldn't they be liable with their statements. It was an $20 extra charges for me. Now if they do this for all 3 customer migrated customers, imagine how much extra money they are getting considering that they own 3 anyway and is also charging on that side. ACCC should look at this.

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15142 Someone from SA thinks vodafone is Same amount of fail as every other network at 2 Feb 2011 10:39:31 PM
I was originally on Vodafone and had the usual issues with poor coverage, slow internet speeds, poor Call Centre service. I then jumped over to Telstra and received horrible customer service and massive billing errors. I am now with Optus and whilst things were great at first, I am now getting coverage issues and have been overcharged AGAIN! Store staff at Vodafone and Optus were great, but issues like these have become predictable and almost expected with all providers.

I'm reasonable and understand things don't always go to plan. I treat staff with respect and don't vent my frustrations in public. But in all honesty Telecommunications Australia wide need a reality check! Telstra sure as hell is not the answer! Good coverage yes, but pay through the arse and get treated like dirt!
17 Feb 2011 09:51:38 AM: I agree, Telstra's customer service also has similar problems, you just pay more.
On Optus BYO month to month now: Bought nifty little modem-router from them for $129 and took five tries with store staff to get a satisfactory arrangement. For now, no problems. Best part is NO CONTRACT.
17 Feb 2011 09:52:03 AM: I agree, Telstra's customer service also has similar problems, you just pay more.
On Optus BYO month to month now: Bought nifty little modem-router from them for $129 and took five tries with store staff to get a satisfactory arrangement. For now, no problems. Best part is NO CONTRACT.

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15123 Someone from SA thinks vodafone is Super Fail at 2 Feb 2011 05:01:27 PM
I have just finished my contract with 3 and want to cancel it already but nobody seems to answer my call. I was waiting for 30 minutes already when my workmate informed me about Vodafail (you see I was overseas for 3 months so wasn't really aware of this happening). Also, i have got another account this time with Vodafone itself which I will be retaining. Got no option cos I am just 6 months into the contract
2 Feb 2011 10:44:20 PM: Unfortunately it seems like 3 has downgraded their Call Centre to prepare for the Vodafone take over. Visit a store and they should be able to call through for you on their Retail Support line (a lot quicker) and you can then cancel it. They'll need your voice recorded cancelling it so you do need to speak to the call centre.

Though if you want to keep your 3 number, you shouldn't cancel the service. Just go to the provider you want to join, and they will cancel your 3 account for you and port the number over.

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15102 Someone from NSW thinks vodafone is Vodashite!!! at 2 Feb 2011 10:05:26 AM
where do i begin... I have been a VF customer for about 7 years. Started on the smaller plans and gradually made my way to the higher plans with the introduction of iPhone plan. I have had constant problems with my service ever since.. My plan is the $69/month but most of the time i make a few international calls which adds about $20 to my bill which is fine by me. this is constant. Then over the last 4 months my bills have been coming in at $500 for crap that i don't even understand. I try calling VF and i'm put on hold for AT LEAST 45 mins...... then i speak to someone who I can only guess is in India or some other offshore call centre. I explain my disgruntlement and the response is pretty much cryptic. I have no idea what the result is. the last time i complained they credited me $180 and the next bill my plan had increased to $79/month.... without my knowledge. Called again... another bloody 45 - 60 mins on hold... nothing is explained. THATS JUST THE BILLING. then the actual service is disgraceful. My phone indicates full coverage but it's flat as a pancake... nothing. I can't use my data download because i takes a forthnight to open a page, my calls just drop out, i get txt messages from people 4 days later (Within this time someonme could be dying, dead and buried without me knowing) and my GPS tells my i'm in the middle of the ocean??? then when i complain... i'm told it's my handset... i have a whinge to Apple, they replace my handset... the same shite happens again... Class Action here i come.
2 Feb 2011 01:37:04 PM: That is a horrid experience, so much time on hold as well, bloody frustrating (I know I have been there and done that)

Vodafail.com needs your waiting times to illustrate the unacceptable and excessive waiting times experienced from Customer Care.

Please use the On Hold Again? located at the top of the page to record your experience.

If you have tried to contact 1555 without success then check out the How To Complain tab at the top of the page, it suggests the next actions you can take.

Good luck and let us know how you get on!

Vodafail.com Moderation Team

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15101 Someone from QLD thinks vodafone is FAIL at 2 Feb 2011 10:04:07 AM
On top of my reception and Browsing issues... now i get text msgs while i am overseas saying they will suspend my account if i do not call them due to high usage as a result of $10/MB roaming data charges!!! which of course i Knew... i get back and ring up to be asked when i was going to pay etc which i responded .. when the bill is due i will pay it by BPAY.. all was ok and they said no problem account wont be suspended... WELL GUESS WHAT ??? It was suspended this morning!!!

Not only to me but also my father !! This is a joke !!... both our accounts are up to date but got suspended because we "spent" to much .. FAIL again !!
2 Feb 2011 01:35:08 PM: Huh?

That is really strange!

If you have tried to contact 1555 without success then check out the How To Complain tab at the top of the page, it suggests the next actions you can take.

Good luck and let us know how you get on!

Vodafail.com Moderation Team

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15096 Someone from VIC thinks vodafone is Shamefully at 2 Feb 2011 09:20:37 AM
Got an sms regarding overdue bill and warning of restricted service if not paid immediately.

My account is supposed to be paid by direct debit.

There are funds in my account.

"I'm sorry this customer service droid has malfunctioned. Please hang up and try again."

"We are unable to retrieve your plan details at this time.
Please try again in a little while."


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15094 Someone from NSW thinks vodafone is just plain disgraceful at 2 Feb 2011 08:12:48 AM
I cant seem to even access my account balance info... how am I supposed to know where I stand? They cant tell me what my account balance is, but I am sure that they will be able to tell me exactly how much I will be overcharged at the end of the month!

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15049 Someone from ACT thinks vodafone is to the xtreme at 1 Feb 2011 12:39:12 PM
i've had coverage and network problems for about 7 months now, i've had my phone repaired and replaced. nothing helps and again i'm stuck in suburbia with no coverage and work hassling me over not answering my phone. i was billed back in december for using the gps on my phone in which i need coverage to use to the extent of $80! i know with no shadow of a doubt that i had no coverage during the day that i was billed for.
now i have to pay that to get out of my contract. Vodafone is crap and i'm sick of their excuses.

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15042 Someone from VIC thinks vodafone is call dropping, phone freeze, battery not lasting long -- what not at 1 Feb 2011 09:36:10 AM
Hi, I am new to this but got issues with vodafone since i moved to them, story start with a Direct sales person called us to port our all three optus mobile to vodafone as business plan and will offer us iphone4 with $5 monthly repayment and $250 (each mobile) welcome credit as we advice them we are in contract-- all promises made to us what possible in this world. we got the phone and i told the person not to port untill i say to you as running business cant afford to lose business, but without information phone were disc (as they ported to vodafone) --- called optus but they said its disc as ported out--called sales person he said i dont know call Vodafone-- called them no reply-- called optus but they said its disc as ported out--was without service for almost 15 hrs-- then no credits were applied and i end up with getting huge bills-- finally called TIO-- who took action and got call from Vodafone and got some resolution to it-- but now THERE NETWORK IS PAIN IN A..S
everytime calls drops and phone freezes, cant use data as its dead slow..
my usage never updates so dont know what credit i left with for billing period..

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15036 Someone from VIC thinks vodafone is Extreme at 1 Feb 2011 07:46:16 AM
Apart from the call drop outs, delay in voicemail delivery and the frustration of spending numerous hours on hold, I have been dealing with outgoing email problems from my Iphone which was recommended by Vodafone to purchase in 2008. It started over 7 months ago I would receive emails from my host server but when ever I replied or sent an email from the Iphone it went into Cyber Space. It took a little while before I realised my emails were not being received. I am self employed and therefore rely heavily on what package Vodafone sales team sold to me. Vodafone firstly told me that it was my problem as no one else was experiencing these types of problems and I must have done something to cause this issue. After further waiting on the phone with Vodafone customer service representitives and being told it was not Vodafone but my host company problem, I then spent many hours with my host company trying to assist me without success. Vodafone finally admitted their fault, it was a major spam problem they had experienced causing the problem. The rep told me they were working on it and should not take to long before going back to normal. After waiting a few more weeks I went through the same old Vodafone frustrating contact process (hours and days on hold)and was told to use an alternative website to reply to my emails. This worked for about a 3 days then I started having the same problems again with their recommendations!! Please note, I have always paid my bill on time during this whole frustrating ordeal. All of my calls were naturally recorded by Vodafone, and all correspondence updated on my account, this showed a conversation I had with them stating they would contact me when this problem was rectified before the next billing cycle but they would inform me as their top international tech team were being flown into Australia to fix it. During Christmas they barred my out going calls, I was interstate on holidays and sat on the phone for 6 hours over 2 days trying to talk to someone from Vodafone. Finally spoke to a rep who understood my frustration and returned my phone to operational status as he was over the constant failure of Vodafone. Minor compensation has been offered along the way in the form of a $25 reduction in my bill!! I have not mentioned many other occassions I have been on the phone to Vodafone as this message would be longer then the Harry Potter novel. I spoke to a tech just recently who now said the problem only effects the Iphone so I should look at getting a Blackberry, when I mentioned considering it was Vodafone who told me to purchase 6 Iphones originally what could they offer given the inconvenience, his answer was "nothing as it is your choice". Ps my outgoing emails are still not operational even with all of their recommendations.


(Personal Details removed)
1 Feb 2011 08:40:44 AM: Richard I have had to removed your personal details.

Vodafail.com Moderation Team

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15010 Someone from NSW thinks vodafone is terible at 31 Jan 2011 04:33:21 PM
vodafone has put a $100 charge on my monthly bill and they cant even explain what the $100 is for.worst they suspended my account without notice because of that stupid $100 charge that they cant even explain.
31 Jan 2011 07:26:30 PM: Oh dear....that is not good!

Obviously you have tried to contact them without success so the next step is to contact the TIO.

The details may be found on the tab How To Complain located at the top of the page.

Good luck and let us know how you get on!!!

Vodafail.com Moderation Team

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15008 Someone from NSW thinks vodafone is bad at 31 Jan 2011 03:26:25 PM
4 months into my contract and I have had to call Vodafone to get my Invoice & statements for my mobil phone emailed to me, I get a sims message saying the bill is due,the date its due and the amount it also states in the sims that a copy of the invoice has been emailed to me........guess what...thats right no invoice..... how can I claim in on my tax if I cannot give my accountant a invoice.
Today I recieved 3 back-dated invoices,"all paid on time", no thanks to there system, AS FOR THE CURRENT INVOICE which must be paid by Feb 9th, "The accounts Dept has sent a copy to her supervisor and SHE,"the supervisor", will email it to me...........can anyone work that out......I can't.
31 Jan 2011 03:59:06 PM: The network is a failure, and their paperwork leaves a lot to be desired

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14998 Someone from NSW thinks vodafone is Customer service in store - NOT at 31 Jan 2011 11:26:53 AM
I tried to call Vodaphone for an account matter and could not get through, so decided to try the call-back thing. It said it woudl call be back in one hour - FAIL! No call at all.

I actually went in to the Vodaphone shop at Bondi Junction that was quite full of customers, but they had one staff on and he was out the back. (There were two staff who had finished shift and were standing at the front of the store discussing what they were doing now that they had finished - too bad about all the customers there...) Customer service and retail shop security FAIL.

How does Vodaphone do business???

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14994 Someone from QLD thinks vodafone is at 31 Jan 2011 10:03:34 AM
vodafone keep sending emails
when they do not have an account to rechage

Dear customer,

Unfortunately your Auto Recharge failed on this attempt. Please consider recharging your Prepaid account via alternate methods to avoid your call credit expiring.

For more details call Vodafone on 1555 during call centre hours from your mobile and speak to one of our Customer Care representatives.

Please do not reply to this email.

Best regards


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14989 Someone from QLD thinks vodafone is unbelievable at 31 Jan 2011 08:08:50 AM
I've tried so hard to bite my tongue, and give Vodafone the benefit of the doubt.
I've given them chance after chance to follow through with the promises made.
I have an active TIO complaint in force, but with the help of one of the TIO resolution staff, we'd figured out a possible compromise, that I was more than happy with.
It's just a pity that follow up conversations regarding this resolution shows that absolutely nothing has been done, apart from more and more notes being added to my file by your CSR's.
The original complaint was placed on the 12th. by attempted phone call that failed, and by sending an email to Nigel Dews. (and then with the TIO).
I was contacted by one of your Mumbai associates on the 14th, 15th, 16th, and 20th.
They isolated my fault to my handset. And AGREED to replace my handset. He said the order had been placed and I should receive it within 5-7 working days.
That order mysteriously disappeared from the system.
Contacted by the TIO resolution team on the 25th.
Once again order placed on the 25th from your resolution staff member. I was told that the order would be received within 5 days.
Yet I call this morning on an unrelated matter, and asked about the progress, to be told that even though they can see that an order was in place, and there was a brief note saying it had been sent, there was no order number, no tracking number, and no real idea about how long it would take, if it had really been sent, or what the status was.
Once again, I was advised to wait an additional 5-10 working days, while the lady I spoke to said she would put a follow up on my account.
So now, I have 3 different follow ups scheduled. One in 2 weeks by the TIO resolution team, one by the lady from today, and one from the 14th, who said he'd contact me back to clarify if I got my phone and I was once again happy with the service.

Please.. can this be sorted once and for all. I'm losing clients, patience and my ever-dwindling sanity over this.
I need a phone that works. Yes, I have a home landline, but that doesn't help me when I'm at work. I'd be happy to stay with Vodafone, if they could deliver on their promises.
31 Jan 2011 03:37:41 PM: don't hold your breath

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14959 Someone from SA thinks vodafone is major service fail at 30 Jan 2011 12:49:33 PM
Vodafone drops out regularly in my house, futher their account balance sms message service appears to be switched off and the 1512 no. does not work due to 'technical problems.' Have rang customer care so much lately for various problems I can't stomach it anymore. The organisation is so bureaucratic it's people on the left side do not know what is happening on the right.
30 Jan 2011 01:06:43 PM: If you have tried to contact Customer Care without success or not to your satisfaction the next step is to contact the TIO.

The details may be found on the tab How To Complain located at the top of the page.

Good luck and let us know how you get on!!!

Vodafail.com Moderation Team

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14952 Someone from VIC thinks vodafone is Big Billing Fail! at 30 Jan 2011 10:47:40 AM
Vodafone did not send me a bill as according to the call center their computer said my address didn't exist, they had a mix of my old address and my new address, (funny how they sent me the phone??) I had also asked for email billing but when I phoned to query why I had not received one they didn't have my email address on record. My phone was disconnected for not paying a bill I didn't receive, then Vodafone wanted the whole amount (bill and Cancellation fee) within the month. I still have not paid the bill, I refuse to pay for their mistake. The bill has been sent to a debt collector, I am happy to pay for the phone calls but not for their stuff up!!
30 Jan 2011 12:06:31 PM: Whilst I understand your frustration, be very careful going down the line of not paying your bill. Vodafone are quick to give you a bad credut rating due to unpaid bills and that can take 5+ years to clear.

Your best choice would be to check out the 'How To Complain' link at the top of the page, and between Vodafone and then no doubt the TIO, push to get out of your contract penalty free and change to a carrier that can provide service.

Either way, Best of luck.

Vodafail.com Moderation Team

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14948 Someone from QLD thinks vodafone is frustrating at 30 Jan 2011 09:27:41 AM
I had been with Vodafone prepaid in the past for years with no issues, i left for about 6 months then came back to a plan in late december, the issues since then have been never ending, reception for 1, i work in brisbane city, about 50% of the time i get vodafone reception, the rest i roam onto telstra, sometimes i just get no reception at all in the city, i live only 8km from brisbane city and often at home i get no reception at all, or its again under roaming, the issue being, when you roam, the charges are 90cents per minute out of my cap, not free vodafone to vodafone like it should be! this is why i went back to vodafone, so that my partner and i stopped getting big bills!

Next, I cant get my account balance through website, the vodafone access point, , the 1512 number, the only way was calling vodafone and waiting an hour, and as of yesterday they couldn't tell me what cap credit i had left and how much data i had either, first bill i knew would have 2 x monthly charges, but where i signed up for half price, they input it as $10 per month off, i now apparently have a recurring credit to make up the difference but my first bill was still not half price x 2 months! i am also incredibly underwhelmed at the speed of internet access vodafone have at the moment, i usually just wait till i get home as its less painful!
30 Jan 2011 01:11:46 PM: I think the number may be 1555 that you have to call.

Did you get the reps name, ID and call reference number? Always wise to as there have been reports of calls not apparently being recorded. The reps will give them to you but you normally have to ask!

Vodafail.com needs your waiting times to illustrate the unacceptable and excessive waiting times experienced from Customer Care.

Please use the On Hold Again? located at the top of the page to record your experience.

If you have tried to contact Customer Care without success or not to your satisfaction the next step is to contact the TIO.

The details may be found on the tab How To Complain located at the top of the page.

Good luck and let us know how you get on!!!

Vodafail.com Moderation Team

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14936 Someone from VIC thinks vodafone is Recently, very at 29 Jan 2011 10:09:09 PM
I live & work in the Frankston area and recently (last 6 weeks) about 50% of my calls (3G iPhone) have been dropping out. Previously I've had no difficulties with coverage/reception but this new development is making me think very hard about staying with Vodafone when I upgrade to an iPhone4 very soon. Have had billing difficulties in the past but this was some years ago and was resolved successfully.
Congratulations on this site,
Cheers, Dave R
30 Jan 2011 12:42:25 PM: If you have tried to contact Customer Care without success or not to your satisfaction the next step is to contact the TIO.

The details may be found on the tab How To Complain located at the top of the page.

Good luck and let us know how you get on!!!

Vodafail.com Moderation Team
7 Feb 2011 04:32:13 PM: I didn't think it ever worked properly in Frankston

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14914 Someone from QLD thinks vodafone is too secure? at 29 Jan 2011 05:28:24 PM
Last night I lost both my phone and my wallet. Today I went into the store to get a sim swap to use in an old phone of mine. I've done it before, simple enough and only usually takes a few minutes in store. Not today!

I'm told that in response to (hyped up) claims of poor security and privacy leaks, the staff can't access my account anymore without my pin number or my ID. The problem is that my ID is in my stolen wallet and I'd forgotten my pin. The staff in the store who have always been very friendly and helpful are now utterly powerless to help me. They tried calling up customer care to help but still without my ID they couldn't legally prove that I was me. I couldn't even put a block on the account. So now I have to get new copies of my ID (not easy to do on the weekend), go back into store and start again all the while my phone is out there with whoever stole it and is in danger of racking up a big bill.

Oh and I had to wait in line for ages as well because everything the staff do with every customer now takes so much longer with their limited access to their computer system. I've always gone into the store because it was quicker and easier than calling up the customer care number but what's the point now if the stores are going to have long waits as well.

What was wrong with the old way anyway? These new security measures are ridiculous. Change them back.
29 Jan 2011 05:39:12 PM: I am glad you wanted your details leaked all over the internet for anyone with a simple password and login to access. Unfortunately for you, the other 99.99% of Vodafone's Customer base don't want their details leaked so easily, so with the assistance of the media pressured Vodafone to increase their crap security.
29 Jan 2011 05:44:38 PM: For reference sake, the person who posted the original post has posted numerous times (as replies to people) today, with such posts as

"It's funny how every bad experience is taken as fact without question or doubt yet whenever anyone claims to have no problems with their vodafone product/service then it has to be vodafone staff or their PR team."

" I'm a Vodafone employee AND a Vodafone customer.

As a customer I've honestly had very few issues. What few issues I've had have been in the last month or two but my service is still very usable.

As an employee I'm happy to see people go to another carrier. I get most of my commission from customers coming to vodafone, not from customers who are with vodafone already. I'm also privy to information about plans that will have the network close to if not equal to Telstra's network quality by the end of 2012, just when everyone who is leaving Vodafone now will be off their contracts. We'll see how long people's memories are when Vodafone not only has the best plans but a great network to back them up."

Yeah, I am sure you really had this experience today NOT! Way to look silly as a Vodafone Employee :/
29 Jan 2011 06:00:19 PM: OP seems a bit of a knob if you ask me.
29 Jan 2011 06:03:15 PM: @29 Jan 2011 08:00:19 PM : Hahahahaha couldn't agree more. Vodafone Employee fakes story about security is so tight now in some lame attempt to say it was all hyped.

You have to wonder why they bother coming here to post that dribble, instead of actually assisting their customers.

I mean this really does some up Vodafone's attitude

" I get most of my commission from customers coming to vodafone, not from customers who are with vodafone already"

29 Jan 2011 06:07:58 PM: @ 29 Jan 2011 08:00:19 Could not agree more with you mate, what planet does Mr Knob think he is on?

Classified as a troll by any other name.
29 Jan 2011 06:15:17 PM: Just seen these posts and had a good scour to find all of the posts that 29 Jan 2011 07:44:38 PM mentioned --------- found all of them.

What type of person are Vodafone employing to post all this OP drivvle?
29 Jan 2011 08:19:15 PM: Oh dear! How embarrassing for the OP. He has been caught out big time. Has he gone now?
29 Jan 2011 08:20:38 PM: @29 Jan 2011 10:19:15 PM: lol I think so, either that or he lost connection from a vodafone store hahahaha
29 Jan 2011 08:30:32 PM: I can see him blushing away. What a deceitful and nasty thing to do. There are some really sad posts on here, people having difficulties contacting loved ones in the floods, disabled people unable to contact or be contacted by their carers or relatives, people with friends or relatives in hospital unable to be contacted, people who have had accidents unable to contact loved ones, genuine posts....and then you have this person!!
29 Jan 2011 08:31:10 PM: There are also a few positive ones because the MAJORITY of seven million Vodafone customers are not having issues, where are there stories?
29 Jan 2011 08:33:06 PM: At 29 Jan 2011 10:31:10 PM Who says so?
29 Jan 2011 08:33:21 PM: LMAO, so funny before i even saw every one elses comments i thought the OP story sounded really fake. Why not take you birth certificate in? credit cards? bills?
So fake!
29 Jan 2011 08:47:29 PM: @ 29 Jan 2011 10:31:10 PM : FYI, only 4.5 million Vodafone Customers the rest are 3 customers. Also of the almost 15000 posts here, less than 1% are positive ones and of that 1%, you can almost guarantee that 99% are vodafone staff (just like the original post above).
30 Jan 2011 12:48:40 AM: How many are fakes from Telstra and Optus staff?

You know, doing a bit of promotion, I wouldn't put it past those sleazebags, especially Telstra, rip off Aussies for anything they can get and pay it to some septics and his mates, good ol' Sol must be having a good laugh at all the suckers on a yacht somewhere, almost sinking from being stuffed full of Australian dollars.
30 Jan 2011 04:01:25 AM: Telstra and Optus employees don't need to be on here promoting.
They are too busy signing ex-Vodafone customers that have had enough of poor quality service, lies and timewasting.

Moderator - this employee may be in breach of contract. Perhaps forward ip details to Vodafone HR. It may also be wise to supply this information to the wider media to support the widely held view that VHA fosters a culture of lies and deceit.
Goodbye Nigel, goodbye Cormack. You have both done a terrible job. Hopefully the law catches up with you soon.
30 Jan 2011 09:22:07 AM: Lost your fone wallet etc. What happened? Did you wake up face down, naked on Manly Corso with the sun beating down on you after a big night out,no memory of the previous night events, and you reckon this isnt the first time? So because of your imbocilic behaviour vodafone should have lax security regarding our privacy and licence and pasport and credit card details? Just so you can walk into a store with a towel around your waste and get a new sim?
30 Jan 2011 10:40:39 AM: Yeah so my OP is actually a true story, just it was one of my customers not me. I thought if i wrote 'hey I work for vodafone and guess what happened to one of my customers today..." the post would instantly be ignored even though it is true.

@29 Jan 2011 10:30:32 PM: Deceitful? Somewhat, the story is true, it's just my customers not mine. Nasty? I disagree. I know there are genuine posts with unfortunate stories and i really do feel for them. But there is also a lot of bullshit here too. In store, I'd estimate that 2 or 3 out every 10 customer complaints are for real, the other 7/8 are people trying to use sites like this as a way to scam free phones or account waivers.

It's funny how I'm discounted as obviously lying and cheating just because I work for vodafone when as an employee i deal with more customers and have an much greater understanding of systems and what goes on behind the scenes and as such have a better view of the whole picture than people who only have their own vodafone story or a few friends, and a vodafail website created as a catalogue for complaints. Don't forget I'm also a vodafone customer, a largely problem-free one.

@30 Jan 2011 06:01:25 AM: Can you show in my contract where it says I'm not allowed to post here? I've looked for it but seemed to have missed it. And i am a vodafone customer aswell, why can't I post?
I have done nothing illegal and I have not given permission for my IP address to be given out to vodafone or the media. That would be a breach of privacy I would think. I could sue vodafail.
And 'to support the widely held view that VHA fosters a culture of lies and deceit'. My only lie was a white one. I told a true story but from the customers perspective not mine as the employee in that situation. All my other posts have been the truth, just not a truth that you'd prefer.
30 Jan 2011 11:13:04 AM: LOL he admitted he worked there xD try not to make ur stories sound so fake.
30 Jan 2011 11:14:47 AM: why dont you go over to the Facebook vodafone group and HELP PEOPLE instead of sitting on here making up shit to try and make vodfail look better. no one here cares, we are here coz we hate it and get shit service
30 Jan 2011 11:56:50 AM: @30 Jan 2011 12:40:39 PM: lol, likely true story. You posted it as you were the person complaining about the problem, then when you got caught out, you now post as it was one of your customers complaining. Pathetic, way to make vodafone look even worse than they already do.

So glad I am no longer with that fail of a company if that is the type of lying and deceitful employees that they hire.
30 Jan 2011 12:21:06 PM: Shame there was not an apology in the whole of your post at 30 Jan 2011 12:40:39 PM and I love the way you describe your actions as somewhat deceitful and then later on threaten to sue Vodafail for breach of privacy!

Any posts you make mate must be treated with the same contempt that you have shown for others.

As someone else mentioned earlier on here >>>>> you are a knob and pathetic as well.
30 Jan 2011 12:26:06 PM: 'I'd estimate that 2 or 3 out every 10 customer complaints are for real'

I'd estimate 10 out of 10 of your posts are unreal @ OP and 30 Jan 2011 12:40:39 PM
30 Jan 2011 01:27:51 PM: I reckon 10 out of 10 times vodafone blames the customer, blames the handset or blames the sim, they are being deceitful and it is actually the failed network that is the problem 100% of the time
1 Feb 2011 07:08:15 AM: My only lie was a white one..........still a lie whatever colour you want to buff it up.
27 Jul 2011 11:11:53 PM: Asked at Optus today - they don't commissions AT ALL. Makes you wonder...

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14885 Someone from VIC thinks vodafone is very disappointing at 29 Jan 2011 09:03:14 AM
I connected with Voda in OCT 2009 having worked for a local dealer in the past with no issues as far as reception is concerned. I connected on a $69 iPhone 3GS cap. Since approx OCT 2010 I have experienced a very significant drop in reception that is a result of moving suburbs. Now the suburb I am in is the same area that I previously worked as a Rep for. The degradation of the network was so severe that I was unable to even send a text from my house. So last week I called the CC and complained. They attempted to check the settings on my handset and agreed they were all fine, I then called back on a Saturday (last sat) and put in another complaint, they attempted to fix my issue again however were not able to so they opened an investigation. 5 days later they had not called me so this morning I called and asked on the status of the investigation. They concluded I was in a low coverage area and I could be released from my contract without penalty and would have to pay $150 to keep my handset (after bartering him down from $320). I am very happy with this as my account is in credit by $80 :). I went to telstra and am now the owner of an iPhone 4.
Throughout all this I was polite and calm and only asked that they see my point. I am happy with the Customer Service I received and feel they did actually try to fix the issue but honestly what can they REALLY do when its a network issue. Hope this all helps to all those wanting to leave, all up it took 10 days to be released from my contract on MY terms not thiers.
29 Jan 2011 01:55:27 PM: Excellent!!!


Well done you!!!

Vodafail.com Moderation Team
29 Jan 2011 04:27:40 PM: Great advice!
Unfortunately most people here doen't seem to be calm, polite and reasonable so it's of no use to them.
29 Jan 2011 07:26:34 PM: But at least their stories have a ring of truth about them.........14914

Vodafail.com Moderation Team

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14843 Someone from VIC thinks vodafone is FAIL at 28 Jan 2011 04:00:22 PM
Calling the cancell my account.. the lying little c*nt at prepaid told me I'd wait "maximum 4 minutes" to speak to billing... I've been waiting 30 minutes!! that lying little f*cker!!

I don't care if they are Indian, Aussie or eskimos - if they lie to a customer they are scum!!!

Thanks vodafone for the great service - your employees are a bunch of liars!!! ..stealing our info off the net too... and giving it over to organised crime!!!

28 Jan 2011 04:21:17 PM: STILL. F*CKING. WAITING!!!!!!
28 Jan 2011 04:22:52 PM: that's the 1 hour mark.... pick up the f*cking phone vodaf*ckers!!!!
28 Jan 2011 04:29:44 PM: some *ssh*ll answered... now he's put me on hold again... this time "for a minute or two"..... 6:29pm... let's see how long it takes....
28 Jan 2011 04:32:46 PM: back on time! but he only came to tell me he was putting me on hold for another 6-7 minutes... this should be interesting....
28 Jan 2011 04:38:05 PM: on hold again! surprise..... now waiting for supervisor!
28 Jan 2011 04:51:58 PM: HAHA you're kidding... now the supervisor is going to call me back....
28 Jan 2011 04:52:48 PM: Vodafone has a f*cking army of indians just waiting to sap up my time..... good friday arvo!!
28 Jan 2011 05:03:08 PM: They said 5 minutes. I stressed that people had been told 5 minutes and they hadn't heard back in 2 weeks! The supervisor insisted that she'd be just 5 minutes. That was 13 minutes ago..... let's see how long I wait... (she probably just finshed her shift!) f*cking b*tch!!
28 Jan 2011 05:08:43 PM: That's 20 minutes - she said 5.... WTF!!!
28 Jan 2011 05:09:38 PM: am I supposed to sit here waiting all f*cking evening... it's already been nearly 2 HOURS!!! I want to get dinner I had a f*cking long enough day as it is.... F***************CK!!!!
28 Jan 2011 05:09:47 PM: Whilst I understand your frustration, to avoid moderation of your posts can you please avoid any further profanity.

vodafail.com moderation team
28 Jan 2011 05:21:24 PM: Supervisor gave me her name (probably a fake name) and said she'd call me back in 5 mins... it's now been over half an hour..... seriously, no seriously... what can I do... it took me 1 1/2 hours just to get hold of her (spoke to 5 people and went on hold 5 times before being put through to her)... an absolute farce..
28 Jan 2011 05:27:35 PM: Welcome to the world of Vodafone!!!!

When (if) she does ring you back tell her you shall be taking this matter to the TIO......it does change their attitude somewhat!!!

The details of TIO may be found on the tab How To Complain located at the top of the page.

Good luck, we share your pain!!!
28 Jan 2011 05:28:31 PM: Supervisor was supposed to call me back in 5 now it's been 40 minutes....
28 Jan 2011 05:30:53 PM: This is f*cked I give up going to the gym... I suppose 2 1/2 hours wasn't long enough..... all I wanted was my money back....
28 Jan 2011 05:31:13 PM: good night all
28 Jan 2011 05:40:34 PM: just lodged my first complaint with the TIO....
28 Jan 2011 05:41:18 PM: Worst part of this is that this is how most vodafail customers get treated.
28 Jan 2011 06:47:58 PM: lol, now back from the gym.... "i'll call you back in 5"... has now been 2 hours!!!!
28 Jan 2011 06:57:35 PM: I'm at a complete loss as to what to do...........
28 Jan 2011 06:58:28 PM: meanwhile Nigle Dews is probably having the seafood buffet at my expense.... having a good laugh at all the suckers he's got diverted to india! haha jokes on us people!!
28 Jan 2011 08:02:31 PM: Racist
29 Jan 2011 12:00:48 AM: 7 HOURS LATER AND STILL NO CALL - WTFFFFFF!!!!!!! LYING F*CKERS!!!!!
29 Jan 2011 10:37:40 AM: Exactly 18 hours later and still not a single response!!!!!! THEY WILL LIE TO YOUR FACE!!!
29 Jan 2011 12:24:06 PM: 20 hours later.... now I have wasted Friday morning because I couldn't work from home as planned because mobile broadband wasn't working, wasted Friday afternoon because I spent 1h 15m on hold then waited 2 hours for a call back from supervisor of modem data support (Nisha Rani - probably a fake name) which never came, now I will attempt to go to the store of purchase and get my refund... this is a complete joke... time to waste my Saturday. Oh boy!
29 Jan 2011 12:25:47 PM: And as a corollary, it cost me money to stay on hold last night, and will cost me money to pay for parking in the city today... they have not only f*cked my broadband access, but are also costing me from my wallet... these guys are thieves and liars..
29 Jan 2011 05:34:03 PM: I just went into the store and was given a $79 refund on my USB modem, but they refused to refund me on the $150 credit I'd purchased. It took 80 minutes to get the refund, in which time my parking expired which earned me a $60 fine lol... I'm writing to Nigel Dews...
30 Jan 2011 11:37:53 AM: hahaha well i for one liked the swearing. :) vodafone is a joke!!!! send Nigel the parking bill
4 Feb 2011 03:29:58 PM: UPDATE: I got my money back for the credit and the modem. I'm all signed up at Piper Alderman and I'm going to push all the way to get these crims back for the hell they put me through.

Also, now that I'm with another ISP - LIFE IS BACK TO NORMAL - IT FEELS AMAZING

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14841 Someone from ACT thinks vodafone is Kinda at 28 Jan 2011 03:57:57 PM
Got charged a dishonour fee on my last bill because a direct debit didn't go through. Rang up vodafone today and after being on hold for a miraculously short four minutes advised them that I had never actually activated direct debiting on my account and that my account on vodafone.com.au reflected that fact.

Quickly received an apology and a credit for the amount of the dishonour fee on my account.

Still can't overlook the fact that four days into my current billing period, my account usage graph has not been updated and is still reflecting I have spent none of my calls or data for the month, yet the call-by-call listing shows all usage for the month so far. Weird.
29 Jan 2011 06:44:06 AM: In my last month with Vodafu...d it took them 12 DAYS before they updated their online usage! The day before the period ended they took out about 2G of usage, I checked usage and thought I had 2G left, then they put it back. I couldn't work out how I could have gone over limit and only accidentally found out what they did when someone in their shops checked my account on their view of the system! I can think of no reasonable explanation of this behaviour. Sneaky and deceitful, as is not posting excess usage PAYMENTS to the web accounts.

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14828 Someone from QLD thinks vodafone is I ACTUALLY LOVE VODAFONE! at 28 Jan 2011 01:44:14 PM
28 Jan 2011 01:53:09 PM: One for the people!
28 Jan 2011 02:50:16 PM: Thanks for looking out for the people, however what is point of having all these nice things if you can't make a simple phone call due to reception issues?
28 Jan 2011 05:46:02 PM: Their powes of persuasion (not yours) have worked here because they still have you locked into a contract, with a pathetic excuse for a network.
A win for vodafail!

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14827 Someone from SA thinks vodafone is Do they hate customers that much? YESSSSSS! at 28 Jan 2011 01:44:08 PM
What a process! Churned to Telstra on 21st Dec 2010 and then waited for a final account to be sent to me as per usual by snail mail as well as email advisory. No joy until on the 13th of Jan 2011 a 72 hour final demand turns up demanding immediate payment or additional costs will be incurred.
Contacted the Vodafone internal collections (?) number (1300652952) and was told that this is the one and only form of final bill. Talk about dismal communications, this is a typical experience I have had with this company over the last 4 years. Never never never again Vodafone/3..............

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14811 Someone from VIC thinks vodafone is Sucks at 28 Jan 2011 09:51:39 AM
I cannot register my Commonwealth Bank Credit Card (Master Card) with Vodafone apparently they don't have an agreement with them. How can they not have an arrangement with CBA one of the largest banks in Australia. At least 50% of Australia would have an account with CBA.
28 Jan 2011 10:00:10 AM: That's Vodafone for you!!!

Never easy!!
28 Jan 2011 11:40:41 AM: Pop into a store and they will add the card for you, we do it all the time
28 Jan 2011 03:14:17 PM: its not to do with CBA it self it do with Master Card direct debit cards
28 Jan 2011 10:37:56 PM: Possibly CBA has deemed them a bad vendor. Too many disputes with that vendor's customers.
Also, At present Vodafone may not comply with security requirements.
Lucky you. Buy a lottery ticket.
29 Jan 2011 06:55:07 AM: Hope you are not in a contract with them now, if this is the case, don't sign up.
Virgin, VFu...., 3, all are bad but with the latest info about their previous security practices, VF...ed take the prize for unbelievable incompetence in security, accounting and technical skills, customer service and possibly even fraud. Were alright as far as I could tell until 23 Sept 2010, after that it was all downhill. ? Merger with '3'.

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14804 Someone from NSW thinks vodafone is Overcharged for 2.5 years due to misplaced contract at 28 Jan 2011 08:13:05 AM
Lack of response from Vodafone on a billing issue after calling and visiting their store numerous times. I received a text message from Vodafone that I owed $988. After calling their call centre I was told it was because I had exceeded my data usage and their solution was to block my ability to use the internet. My point to them was how can my bill go from approx $80 per month to $400 - $600 per month with no change in usage pattern, they said due to privacy restrictions they could not tell me what websites I visited which would have contributed to such a huge increase in data. I ended up going into a store who confirmed that the last contract they had on file was from 2006 and that had no data coverage at all. I explained that I did sign a contract in 2008 and was placed on a data plan. As they had no record of this contract, I brought a copy in for them the following day. It turns out they have been over charging me since September 2008, and in addition have been charging for my nominated "Vodafone friend" who I was meant to be getting free calls and text messages to.
28 Jan 2011 08:48:07 AM: Get in touch with the TIO - there is a complaint form on this website somewhere.
I did and problem sorted. Have email from 'Rebecca' stating I owe them nothing and let out of contract without penalties. I have reason to suspect their accounting is not just incompetence but outright fraud, given what they did to me.
28 Jan 2011 10:09:57 AM: Ekkkkkkkkkkkk @ OP, that is painful!!!

Don't bugger about with this one.

If you have tried to contact Customer Care without success or not to your satisfaction the next step is to contact the TIO.

The details may be found on the tab How To Complain located at the top of the page.

Good luck and let us know how you get on!!!

Thanks Vodafail.com mod
7 Feb 2011 07:20:00 PM: Thanks, I lodged a complaint with TIO, heard back today from Vodafone and they are wiping the $1,300 (yep somehow there is another $300 unbilled charge). I'm definately changing providers after this is sorted!!
8 Feb 2011 03:28:56 PM: yes I just had the very same issue for $740 - couldn't explain why or what it was for!! Two weeks of back and forth and I finally logged with TIO - entire amount reversed after call from Syd Resolution centre 5 days after complaint was lodged.
7 Jun 2011 02:00:17 PM: I'm having the same issue, almost to the t so I've contacted the TIO and will see how it goes. Funny thing was is that I asked the 5 people I spoke to at Vodafail if this had happened before to anyone else and they said NEVER. An outright lie, obviously if the posts on this website are anything to go by.

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14803 Someone from NSW thinks vodafone is at 28 Jan 2011 08:10:19 AM
they havent done what they said they would with my account and have now barred my phone. have been transfered to prob every area and i cant get a bloody answer. i have been a customer for 10yrs plus and it doesnt matter. im going else where when my contract is up
28 Jan 2011 08:47:10 AM: some info now, they lied to me. i was told if i went from the old $49 cap to the new $59 cap they would credit my overdue amount (approx $100) they didnt do that, and say there is no record of it. my phone is off due to work for approx 10hrs a day and now they reckon ive gone $400 over my $700 cap, but then tell me i made less calls and sent less texts than last month
28 Jan 2011 10:11:11 AM: Huh????

Very odd.........but then again it is Vodafone!!!

If you have tried to contact Customer Care without success or not to your satisfaction the next step is to contact the TIO.

The details may be found on the tab How To Complain located at the top of the page.

Good luck and let us know how you get on!!!

Thanks Vodafail.com mod

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14800 Someone from NSW thinks vodafone is The Biggest Stinker in the teleco cesspit at 28 Jan 2011 07:42:33 AM
I had an issue with a payment in Feb 2009. I made the payment online via credit card, noted the receipt number etc and it took 6 months for Vodafail to acknowledge / find the payment in their system. I called them several times, had assurances the problem would be fixed but nothing happened. Vodafail even suspended the usage of the 3 phones on the account. I called them numerous times, received verbal guarantees of returning my call and not once did that happen. It was only after I informed Vodafail that I had contacted the Telecommunications Onbudsman. Long story short, it took 6 months for them to finally credit the account and I am still waiting on them calling to inform me that the problem has been fixed... I only found out by seeing the credit on the account. Customer service... what a joke.
28 Jan 2011 10:13:15 AM: Vodafone is a joke!!!

But at least you had a result!!!

I hope you are not still using them...............???

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14798 Someone from NSW thinks vodafone is The worst fail of my life at 28 Jan 2011 07:14:09 AM
I've cancelled my account twice after 12 weeks of trying (not that I should have even had to cancel - my contract expired). I've requested some sort of confirmation number each time to confirm cancellation and was given one. Cue celebrations that I'm officially free of Vodafone forever!!! Then I get a bill. And another bill. Eventually I call - "you're account is still active. We have no notes on your account to show anything about a cancellation. Should I put you through to the cancellations department?' What would that achieve?
28 Jan 2011 10:15:03 AM: You have tried!!!!

Go direct to the TIO.

The details may be found on the tab How To Complain located at the top of the page.

Good luck and let us know how you get on!!!

Thanks Vodafail.com mod
28 Jan 2011 01:38:40 PM: What a process! I have the reverse problem. Churned to Telstra on 21st Dec 2010 and then waited for a final account. No joy until on the 13th of Jan 2011 a 72 hour final demand turns up demanding immediate payment or additional costs will be incurred. Contacted the Vodaphone internal collections (?) number (1300652952) and was told that this is the one and only form of final bill. WTF!

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14796 Someone from NSW thinks vodafone is Does not operate in Australia at 28 Jan 2011 05:42:14 AM
Tried to swap a business account to a private at a Vodafone store. They said they are not allowed to handle business accounts. Said even if he could, the system was down and he could not help anyone until it came back up in 20mins or so. He said I had to deal with it through a call centre. He admitted there were none in Oz. In other words, I am not allowed to do business with Vodafone in Australia, only India. I am trying and getting no where. Does Vodafone actually exist???
28 Jan 2011 10:21:04 AM: Vodafone is a figment of the imagination 99% of the time...........best to switch your account to a more professional provider......who does want your business!!!

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14775 Someone from WA thinks vodafone is Shockingly bad at 27 Jan 2011 07:13:18 PM
Even though I am within 300 metres of a cell I keep losing the network.
It is so bad now that even Vodafail can't get through to me so they send their monthly accounts to me via my Telstra Mobile phone which I have for country use since there is no coverage for Voda statewide.
I originally went to Voda because they had a good deal on iphones. All I can do with my iphone3g is to use to access the internet via my own in house wireless system and also to play games.

I cannot make calls that are longer than 30 seconds and if I send a text I might get a reply within 3 hours or more.

My contract finishes in July. I will go back to Telstra. It may cost more but at least I will get full coverage.

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14766 Someone from QLD thinks vodafone is Deceitful accounting and usage reports at 27 Jan 2011 03:56:10 PM
No in any more thanks to TIO. If you have made a few attempts to sort out the problem with Vodafail, I urge you to give the details of the problem to the TIO together with the steps you have tried to resolve the matter. This brought about a fairly speedy result for me with payments I made being credited. I would have left it at that, but then the news about their hopeless system security came out and I decided the best thing to do was to exit from contract, which they allowed [by this time they could hardly deny it]. The other thing that annoyed me was that the day before my monthly usage expired they took about 2G out of my usage figures. When I did manage to access these, it looked like I had 2G unused. BUT the next day they were put back and I was charged for excess usage. I can think of no reason other than deceitful and misleading conduct on their part for them to do this. I found this out when I visited a store, because as far as I knew I had plenty of usage left and could not work out what the extra charge was for. The store rep printed this out for me but then changed his mind and crossed out the relevant line before he gave it to me.

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14750 Someone from NSW thinks vodafone is Call centre pain at 27 Jan 2011 01:54:19 PM
Call centre didn't know what a 'Tax invoice' was and then the pin I've had on my account for the last two years 'isn't the pin I have on my screen'. As usual, I just give up because it's all too hard...maybe I'll try again tomorrow.

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14749 Someone from VIC thinks vodafone is Money for nothing at 27 Jan 2011 01:49:07 PM
I signed up to a $49 cap with vodafone in September 2010. Ever since then, the internet connect has been pretty poor. In early Jan of this year, it became almost non existent - It now takes on average 45 seconds to download the google home page and at times it wont even do that. Forget watching any videos on you tube - 'network error' and checking emails - 'unable to load conversation'. I'm pretty reliant on email for work and study and I'm sure I'm not alone. I cant get ADSL at my home so I was hoping to supplement my Telstra wireless bigpond account with the 1.5GB (+ 1GB bonus) data allowance per month by using my phone as a portable wifi hotspot - sounded like a great idea but now I'm lucky to get 3 or 4 MB per day. I called vodafail a few times but like most of you, I dont really have the time to wait on hold for 30 - 60 mins. at a time. I eventually got through and spoke to a man in a call centre who informed me that I should try switching the phone off and on again and see if that makes a difference or try the SIM in another handset - why would I need to try another handset? I have a brand new handset provided by vodafail. He told me that a 'team' of engineers would investigate the problem and get back to me in 4 -5 days....that was 5 days ago. Just sent a complaint to the TIO. I'm tired of being ripped off and I want out.... hello Telstra.

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14735 Someone from NSW thinks vodafone is extremely at 27 Jan 2011 11:21:18 AM
*constant drop out
*poor battery life
*billing issues
Sept/Oct 2010, i was charged $600 each month ($1200 total) for data

I moved to telstra, my contract with vodafail expires in march until then i will pay the monthly minimum

filthy with how i was ripped off, i thought i was the only one

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14725 Someone from SA thinks vodafone is at 27 Jan 2011 09:10:10 AM
27 Jan 2011 09:14:50 AM: Escalate your issue to the TIO...Check out the How To Complain link for more information.
27 Jan 2011 09:37:05 AM: Guys, You cant escalate to TIO for anything. the TIO are gonna start getting pissed!. You did the wrong thing by just going ahead and getting a new contract. I mean Yes its a pain how bad the wait times are but you need to try sort out things before you take the leap to another operator. Handset issues are not grounds for contract cancellation. As long as vodafone continue to try and fix your issue with the handset there is nothing they are doing wrong from TIO's perspective. By refusing to pay it all you are achieving is a bad credit rating. Honestly mate your gonna be stuck with this bill now as ill be very surprised if the TIO will help you.
27 Jan 2011 09:43:24 AM: TIO will not get pissed, they are there as a last resort and to try and sort these issues out. He has tried everything with Vodafone, they are unwilling to assist or offer him what they promised, so his next logical step is the TIO.

Give it a go, the worst they can say is there is nothing they can do :)
27 Jan 2011 09:54:08 AM: I cant believe they have not even offered to send it for repair. This is standard process. if you call TIO make sure you tell them they have not offered you a repair. They may not be able to help you out your contract but you will at least be able to get a new phone out of it....which im sure is not really what you want....I suspect you had a Nokia N8? Heard of PLENTY of issues with those babies.
27 Jan 2011 10:04:08 AM: Go to the TIO straight away.
27 Jan 2011 01:03:38 PM: The repair on phones only took effect in Jan 2010, he needs to take it in to nokia to check the N97. I was in the same boat with my N97.

He refused Vodafone's 10% off the bill. That was their help, but was refused, doubt the TIO will help there.
27 Jan 2011 01:32:19 PM: As a customer he has a right to refuse 10% off!!!

Take it to the TIO straight away, the TIO will help.
28 Jan 2011 04:52:54 PM: Actually, unless you want to get some evidence against the TIO, report it to the ACCC.
2 Feb 2011 10:58:45 PM: Pretty much what they said. There are policies in place and unfortunately if you blatantly don't follow them, there's not much you can do. Rules are rules.
5 Feb 2011 08:17:01 PM: Legislation should be changed to ensure that phones are implicitly guaranteed for the term of the contract they are sold for.

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14711 Someone from NSW thinks vodafone is Check this for an answer.... at 27 Jan 2011 06:20:37 AM
Clean my SIM with my finger (Its quite well protected in my iphone I think).
Use 2G not 3G? 2 months free? Should be more than that.

Response (Tamra) 27/01/2011 08:10 AM

Thank you for your email.

I advise there have been some issues with 3G accessibility in some areas in recent times.

Vodafone are currently upgrading and enhancing the network to resolve this issue, I can advise that last weekend we did launch our new 850 network in Sydney and surrounding suburbs. We plan to have all new network sites installed and running by the end of March.

I suggest that you do a manual reset by turning off your handset, take the sim card out, wipe the copper part of the sim with your fingers, place back in and then turn your phone back on. This will reconnect you to the network and every so often it is a good idea to clean your sim card. Also while work is being done on the network I recommend that you change the settings on your handset to the 2G network only. This will reduce call drop outs and improve coverage as it will stop the phone switching between the two networks 3G and 2G.

Vodafone endeavour to provide only the best service to our customers and we sincerely regret any inconvenience caused to you as a result of this issue.

Please be assured that our technicians treat issues such as this as a matter of urgency to ensure that the service is fully restored for all Vodafone customers as soon as possible.

As goodwill a offer I have placed 2 months free access on your account, you will see this credit on your next invoice.

Kind regards,

Correspondence Team

Vodafone Pty Limited ABN 76 062 954 554

This email is subject to the terms and conditions set out in Vodafone's SFOA which is available on www.vodafone.com.au

Want to manage your mobile account, check out how much credit you've used, pay your bill, recharge and much, much more? Visit www.myvodafone.com.au

27 Jan 2011 06:58:39 AM: They gave me the same speil but i engaged my force and they finally released my contract, now im with telstra next G network cannot complain at all, i get coverage everywhere even in the mines!!!!!!!
27 Jan 2011 07:32:04 PM: wow, they actually tell you they are incompetent.... interesting.

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14695 Someone from VIC thinks vodafone is bills at 26 Jan 2011 07:25:52 PM
Vodafone has been messing with my bills since November 2010. The created a second account for me when i signed a new contract. Credits were not transfered over and they were about 400 worth. I was on hold about 15 times in total over 8 hours on the phone to them. Plus I was promised insurance now find out I don't have this. I thought after speaking to 3 supervisors this was sorted on December 21st December. I got a bill on my old account for the credit which was sent to new account saying I owe them 219 plus bill on my new account of 98. I called got hung up on twice then someone called me back saying we transfered the credit to your othwer account so you owe us still. Tghe service constantly drops out not sure if it is the iphone4 but Vodafone has gone downhill badly in 2010. I have sent emails to their customer care and over having to call them every month to sort out their lack of billing skills. They try to twll me I have 2 phones same number. I can't wait untilk this contract is over so i can say goodbye to Vodafone forever.

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14692 Someone from VIC thinks vodafone is Total Disaster at 26 Jan 2011 07:14:23 PM
26 Jan 2011 07:34:15 PM: Call the TIO fi'rst. They will help you get out of your contract. It'll save you a lot of hassle. Good Luck!

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14686 Someone from QLD thinks vodafone is Gestures of kindness? PLEASE READ. at 26 Jan 2011 04:00:52 PM
This is my story I was on the $49 CAP last year and decided I needed a better plan due to being over billed $700 because of some people I knew at the time that used my phone and went over my cap one weekend without my knowledge. I called vodaphone paid the bill then asked them to put me on the unlimited cap because I thaught I could get more out of my dollar. It was all ok and I was told that my plan is now unlimited and I'm free to make as many calls and txts as I like and not have to worry anymore. My next bill was $1200! so I immediately called vodaphone to discuss the issue. Apparently the plan doesn't switch over untill the following month, even tho they failed to let me know or let me know and actually told me I was allready on unlimited. I spoke to a woman who basically assured me it was my fault and they would never do that (don't ask me how she knows what was said? I guess she must think I'll believe anything she says). The ordeal confused me terribly because she took $400 of the bill as a "gesture of kindness" and apologized to me. So I reluctantly paid it but here is the kicker! the following month I was charged $1100!!! I called vodaphone I complained and I was told that they cannot withdraw that bill because they had allready taken $400 of my last bill and that I've run out of "gestures of kindness" no word of a lie. I refused to pay the bill and I was called at work 3 weeks later from the collections department. The man basically said that if I don't pay at least $800 immediately over the phone hes barring my phone and if I hang up hes barring my phone. I told him I was at work and I can't pay for anything because I don't have anything to pay it with or the time. He ignored that and said goodbye hung up and my phone was barred immediately. I complained about that to vodaphone and it was the only complain they ever took seriously. What a nightmare I feel like I'm trapped with vodaphone they're going to send me broke.

Brodie Carey
26 Jan 2011 07:45:05 PM: Time to contact the TIO to get out of your contract and get your money back and your credit rating back

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14683 Someone from VIC thinks vodafone is bad customer service at 26 Jan 2011 03:13:40 PM
I just rang vodafone to discuss an issue with my account and then also asked why Im not receiving messgaes until days after sent, or mine dont do thru, I just got very rude answer of "turn your phone off and back on".....Thats it? No more advice or help except that piece of useless help!
26 Jan 2011 04:34:29 PM: That is actually very advanced and technical help from Vodafone..........I am being sarcastic!!!! Vodafail.com mod

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14680 Someone from NSW thinks vodafone is 100% at 26 Jan 2011 02:07:59 PM
1. whenever I make a call, it often drops out.OFTEN.
2. There is no reception on the Rose Bay hill
3.I signed up to a new Apple iPhoneplan for $59pm for my son who is a uni student with that company in town in December 2010,Communications Direct-problems++--no iPhones available in OZ until Jan.
Big mistake but how was I to know?
4. When the phone arrived, it was faulty--no internet connectability.Big problems to get a new phone with calls to Vodafone, CommDirect etc.New phone arrives, seems new and Ok after 1 week, the speaker phone is not working.
5.Then I go onto my account at the Vodafone website and I see I am signed up for a $69 Business plan.Trying to reverse this.This is FRAUD.
6. I start getting scam text messages on my phone from a +353(Ireland) number--how did they get my number? In the 10 years I have been with Vodafail, I never got 1 scam message-now suddenly 3.
7. When we had the iPhone we held on for over two hours to Vodafail to verify the sim and start the phone.Unacceptable.
8. A few months ago, I had issues with my account and called Vodafail.I was put through to a call centre after a while-"Mohammad" answered.I could not understand a word he was saying.AND there was an almighty babbling and jabbering in the background, so I thought that HE couldnt hear ME so I raised my voice. Big Mistake-I got rudely spoken to.I cut off the call. I called 3 more times--same problem, different persons-Mustafa or Omar.So I asked was I talking to India? No came the reply;"Cairo" Well. Enough said.I refuse to deal with people in Cairo who cannot speak English properly AND who have access to my account AND address details as well as my passwords. How could and can I trust Vodafone to keep my details secure from the Middle East?

Vodafone Fails miserably and I hope they cop it from the ACCC or Dept of Fair Trading etc

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14671 Someone from NSW thinks vodafone is Vodafone Sucks at 26 Jan 2011 10:31:22 AM
In relation to this article, my details and account were also accessed by a Vodafone dealer without my consent which is called Bizfone located in Chatswood, not far from the Vodafone Head Office. (I have many notes on my account which prove this and I actually went to the police station in my local area because I was so concerned about my identity being stolen). Bizfone went into my account and barred one of my Vodafone services for no reason 3 times I found this out at a store as every time a dealer logs onto your account leaves their dealer code there.......every time I would call Vodafone customer service all they would do is make me change my password and this won't do anything anyways as the dealer has access to all my details, after continual complaining to Vodafone they finally put me onto the Director of the company and he states that it was an accident.........an accident hacking into my account and barring my service 3 times, how does that work ???? & Vodafone didn't do anything or care at all about this breach of privacy; once my contact is finished I'll never deal with Vodafone again I can really tell that customer privacy is not a priority for then as to the way they handled my complaint. Not only did one of their dealers access my account without my authorization but when I rang up the first time or second time they still didn't care enough to stop it or do anything about it.
26 Jan 2011 05:30:30 PM: Doesn't this amount to fraud of some description ? Hound the lazy police to actually do some follow up. Keep complaining, if the local cops wont help, contact the police commissioner office.
26 Jan 2011 06:30:57 PM: @ 26 Jan 2011 07:30:30 PM: Probably not fraud......more like stupidity on Vodafone's behalf!!!

If you have tried to contact Customer Care without success or not to your satisfaction the next step is to contact the TIO.

The details may be found on the tab How To Complain located at the top of the page.

Good luck and let us know how you get on!!!

Thanks Vodafail.com mod
27 Jan 2011 05:02:28 PM: Mr Mod these unhelpful hate filled remarks are unnecessary. Stick to the facts and help people without the unnecessary 'opinions'. Did you wonder what the motives behind a barred account might be other then stupidity?

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14650 Someone from VIC thinks vodafone is poor at 25 Jan 2011 09:52:19 PM
I have been with vodafone for two months and forced to pay my first bill twice. i have fight for this billing problem for almost one month (from Christmas) and it ruined my holiday. I signed my contract ($69 -10 cap) on Nov. and vodafone charged me $125.69*2. I'm tired of calling or visiting their stores which were totally useless.
Already lodge the complaint to TIO, see how it works.
25 Jan 2011 09:53:31 PM: Report back once you have an outcome to let us know how you got on. Best of luck.
25 Jan 2011 10:08:48 PM: Thx. I do not want to return my handset or pay for that. Just ask for compensation but not sure what vodafone could offer me. I will share my experience when I got the result. hope our voice could be heard.
25 Jan 2011 10:33:47 PM: My best suggestion is to know what you want before their reolutions team contact you...If you say I want X amount of compensation, but you are a bit shy about asking for it and sticking to your guns about it, then they will offer you a lesser amount and you might cave. Know what it is that you want from the outset, and stick to it, don't let them talk you into anything else.

Again, Best of luck.
26 Jan 2011 07:28:15 AM: Maybe if you actually read your contract you would know that when you sign up with vodafone you have to pay for 2 months on your first bill, it's like a good will thing. That bitch Lara even states it when you ring up.

And no I do not work for vodafone, nor I am not a supporter of vodafone. I hate vodafone just as much as everyone else I want them to go down but I hate people who don't actually read their contracts more.
26 Jan 2011 04:43:15 PM: @ 26 Jan 2011 09:28:15 AM Blimey mate, you should learn to chill a bit more........so much hate.
26 Jan 2011 04:44:23 PM: Telstra, vodafone and Optus are all pro rated charges on there first bill
26 Jan 2011 09:41:56 PM: @26 Jan 2011 09:28:15 AM. I understand I need to pay 2 month for my first bill. What I'm going to complain is my first bill was $125.69, I paid it on 22 Dec but vodafone team could not find this payment which is not my fault... And they promised they would not charge me any money but they charged me $125.69 again on 21 Jan. This is too much for $59 cap..
26 Jan 2011 09:47:13 PM: @26 Jan 2011 12:33:47 AM I'm thinking that ask for waiving 3 months mobile phone bill and vodafone should return the money they over charged. Is it too much?
27 Jan 2011 07:10:35 AM: No.....not enough!!!!

Go for 6 months...........you never know your luck!!!
27 Jan 2011 08:42:05 AM: That's probably the overdue amount, cause the payment has not showed up. How did you pay your bill, did you pay it to the correct account, because it's so easy to do as i did that once
27 Jan 2011 09:19:07 PM: @27 Jan 2011 10:42:05 AM: throught vodafone website, just clicked the 'pay now' button. I gave the customer service the account number which the money transferred to.
27 Jan 2011 09:20:36 PM: @27 Jan 2011 09:10:35 AM: I got the TIO reference number today and waited for vodafone to call me.
27 Jan 2011 10:18:10 PM: vodafone has not called me yet but on their website they cancelled my next bill ($58.99) and gave me $66.7 credit, which totally $125.69...Is that a kind of solution?

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14638 Someone from VIC thinks vodafone is [PHAIL WHALE] at 25 Jan 2011 07:17:42 PM
I haven't recharged my phone in about 2 months but was soon to get around to it. This morning at 2am to be exact, I received a text from SYS-ALERT telling me my account would be suspended if I didn't recharge by the end of the day. So, I go out and buy some credit, go to redeem it only to be told that it doesn't fit in with my 'plan'. Outraged, that I had just paid $20 for a non-refundable receipt I try to call customer service to get an enquiry as to what's going on. Yet again, only to find that I won't be able to get help until 8 tomorrow morning. That leaves me 20 bucks out of hand and with a suspended account. Unbelievable Vodafone, you truly fail and anger me. Get your act together!
26 Jan 2011 04:45:53 PM: What did it actually say? cause there is an option to change your plan with your recharge, even my 10 yr old son can do no probs

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14622 Someone from NSW thinks vodafone is Ultimate Fail at 25 Jan 2011 03:58:53 PM
Multiple problems. Phone calls drop out, I get the 3G symbol on my phone but surfing the web is such a painful experience. Slow or non responsive. But this is the part that is the worse.

Last November I requested exit my current Vodafail contract and sign up to a new 12 month contract for my wife and I so we could both get the iPhone. I wanted to pay off both fonts over 12 months, which they agreed.

My first bill came through for over $1K. I rang to dispute and the rep told me that this was an error and he would rectify. I checked my account on the Vodafail website about a week later and it still showed over $1K. I rang again and the 2nd rep said she didn't have any notes about this, but would process and change so I would only pay over 12 months.

Then in December while I was on the Gold Coast (with the worst mobile service I ever experience) the direct debit took place for over $1K.

When I came back to Sydney to do some post XMas shopping my credit card was declined. When I found put the direct debit went through, I immediately rang Vodafail.

The rep apologized etc and couldn't see why this wasn't amended from before XMas. This rep promise to fix and a refund would come through with 6 working days.

Six days later - no refund. Another call and I was told another 6 days.

Another 6 days - no refund. Another call an I was told that it's actually 10 working days. Ok fine.

Another 4 days no refund. Another call, more apologies and another 3 more days.

Another 3 more days and mo refund. Another and this supervisor said that because of the Queensland floods, there has been another 3 day delay because they have back offices in Queensland.

Another 4 days (today) and - surprise - no refund. Today's supervisor was puzzled at the Queensland flood reason given before - she said they have back offices in Queensland but none needed to deal with my problem.

Incredible. I'd say about 20-30 phone calls (with repeated constant dropped calls) and mistake and blunder one after the other and still no resolution in sight. I requested for the manager of today's supervisor to call me back.

Complaint to TIO about 7 days ago and now jut waiting.

This has been singlehandely the worst experience I've had with any Telco - and I've been a customer for maybe over 10 years now.
25 Jan 2011 06:43:20 PM: F*cK, this isnt right. How can they do this?????!!!
25 Jan 2011 07:11:33 PM: that is fucking rediculous!!! hope you get your money back. what a joke
27 Jan 2011 02:45:35 PM: Here's an update - i spoke to a manager who even gave me her extension and profusely apologised. Said couldnt do anymore except send emails to some back office to priorotise this case. During the conversation the call dropped and when she rang back she said she wasn't sure why the call dropped. I couldn't help it - i said "It's because of your network".

She mentioned that the money was applied to my Vodafone account (????) so essentially my future bills will come out of that credit!!!! I was fuming at this stage.

She promised to rectify this, and then she started asking about the network service. So i explained that the network overall is worse now than before. Internet service is horrible, I even said where i work there is a major Vodafone office with a tower etc and I was getting back service there.

She said that she will call back in an hour (i was on my home from work and on the train at this point) and she said she would transfer me to the technical team who will run tests etc.

She said that if it was proven that I'm not getting the service I signed up for then I should be able to get out of my contract with no exit fees. BUT I couldnt keep the phones (which is what I really want as they are both unlocked).

So anyways - an hour later - no call.

Brilliant service - even from the manager. Today is the end of the 10 day period - i'll be following up with the TIO now.

Fingers crossed.

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14614 Someone from WA thinks vodafone is I can't write it without profanity at 25 Jan 2011 02:26:14 PM
I was one of the first people to port my mobile number across to Vodafone many many years ago and have remained a loyal customer through numerous contracts for both personal and business use. I have just entered into an agreement for a Samsung Galaxy Tab to pick up my email on the go like everyone else.So far I have missed meetings,not returned calls to clients in a timely fashion because I didn't get their voicemails or follow up emails or text messages.My credibility has gone out the window.I can't be a successful person let alone a easily contactable parent or spouse or family member or friend or boss. Call 1555 Customer Service for a resolution if you have a spare half hour or so to go round in circles with the Lara IVR. BTW ,I have never ever posted a comment on any forum since the commercialisation of the internet, never been in a chat room or subscribed to any social networking site because I didn't believe it would do any good to have a whinge. All that is out the window now , please take this post and if it helps make this Company accountable for their performance to the people of Australia I will have done some good for today.
11 Jan 2012 11:00:28 PM: I now have ported across to Telstra and have not had one call dropout in 2 months and the data speeds is on average 4 times as fast. I feel a great sense of relief that these losers are not f***ing with my life any more !!

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14611 Someone from NSW thinks vodafone is Ultrafail at 25 Jan 2011 02:21:01 PM
on Three:
Cancelled my mobile broadband account months ago, still being sent bills.
Called customer care to resolve this:
First rep: took 20 mins to get through to a representative, the said "I'll check for you" and then hung up on me.
Second rep: much faster response from an initial representative who seemed useful at first, but then I was transferred... another 20 min wait... I'm so sick of this song.
Third rep: talked for a bit to find out the details of the problem, then transferred me through to "priority care"... another long wait
Fourth rep: finally sorted everything out, but was extremely pushy for me to go on a new plan, and transfer me to sales: told him I didn't want anything more to do with 3 or Vodafone and if I heard another repeat of the hold music I might turn homicidal.

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14599 Someone from NSW thinks vodafone is Direct breach of privacy at 25 Jan 2011 01:33:11 PM
In relation to this article, my details and account were also accessed by a Vodafone dealer without my consent which is called Bizfone located in Chatswood, not far from the Vodafone Head Office. (I have many notes on my account which prove this and I actually went to the police station in my local area because I was so concerned about my identity being stolen). Bizfone went into my account and barred one of my Vodafone services for no reason 3 times I found this out at a store as every time a dealer logs onto your account leaves their dealer code there.......every time I would call Vodafone customer service all they would do is make me change my password and this won't do anything anyways as the dealer has access to all my details, after continual complaining to Vodafone they finally put me onto the Director of the company and he states that it was an accident.........an accident hacking into my account and barring my service 3 times, how does that work ???? & Vodafone didn't do anything or care at all about this breach of privacy; once my contact is finished I'll never deal with Vodafone again I can really tell that customer privacy is not a priority for then as to the way they handled my complaint. Not only did one of their dealers access my account without my authorization but when I rang up the first time or second time they still didn't care enough to stop it or do anything about it.

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14591 Someone from NSW thinks vodafone is Constant Dropouts at 25 Jan 2011 12:48:18 PM
I've been with Vodafone since January 2007. Back then not so bad, then in late 2009-2010 started getting dropouts when I lived in the St George area of Sydney. I then moved to Newcastle, and god forbid mobiles should work here... Just about every time I am on a call it will drop out if I get reception at all. Lately it has been getting much worse, just yesterday I had NINE (9) dropouts. I've called Vodafone about it and they told me I needed to talk to their network team who would call me back but it's been over a week now and still no word, then about healf an hour ago I get a text from them saying that since the new billing period has started 5days ago I have racked up $144 worth of something that they won't tell me. I've checked my online account and that has gone up to $178 in a matter of seconds. Unless someone has discreetly stolen my phone while I have slept at night I fail to see how I could possibly use this much credit in 5days?? VODAFAIL...

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14578 Someone from NSW thinks vodafone is ridiculous at 25 Jan 2011 11:43:12 AM
Vodafone still can't get their billing right. My handset has been billed $1400 last month - we ended up paying $54...data was incorrect. And now this month the bill is $2077.00, yet again more time will be wasted trying to fix this yet again. The month to date is already heading the same way since 21st bill is already heading toward $200. Any other business would be ashamed of themselves, but they just don't get it. Fix the problem. Stuck in a contract for another 20 months - F#$@!!

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14577 Someone from SA thinks vodafone is Worst network ever. at 25 Jan 2011 11:37:42 AM
I have been with Vodafone for the past 4 or so years for my business. In August this year we re-signed our contract for 10 staff phones for 2 years. About one month after we signed the contract, the network problems started to happen.

I live 10 minutes from the city, and my office is in the centre of Adelaide CBD. Every day on my way to work, as I would reach the city, reception would pretty much drop down to a single bar. Within my office it goes to 'no service'. I need to turn off 3G every time I'm in the CBD. If I forget to turn off 3G, IF I get service, then the call WILL drop out. Data is so slow it's practically unusable. I now leave my phone on 2G, as result I get GPRS data which is so slow it's not worth even using.

I have now gone out and bought a Telstra mobile / wifi unit, so that my iPhone now can use data when I'm not in the office or home, as Vodafone's data network is complete rubbish.

I spoke with my account rep at Vodafone about 2 months ago, and they promised network upgrades would have been completed that week. No change, no difference. When I travel to Sydney or Melbourne, it's equally as bad.

The only time my phone has ACTUALLY worked, was when I travelled to Japan and it was set to roaming, sadly I had better call quality and data talking to people in AUSTRALIA, using global roaming on a Japanese network.

At this point if I could exit Vodafone without an enormous penalty I would move to Telstra in a second.
25 Jan 2011 12:36:34 PM: It would be worth clickng on the How to Complain link on ths site. I think you should be able to get out of your contract penalty free AND be reimbursed for the sim/phone you bought from Telstra, AS WELL AS the injury to your business.That is with the TIO. Also, it is worth considerng the class action against Vodafone.
26 Jan 2011 01:22:26 PM: i agree

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14569 Someone from QLD thinks vodafone is A joke! at 25 Jan 2011 10:56:14 AM
I've figured out why I can't stand calling Vodafone. It just took me 8mins of actual conversation (not including voice prompts and security checks) with a lady JUST to change my email address and postal address. No lie! Repeating myself over and over because they can't understand my Australian accent and I can't understand theirs. It makes it so much harder to resolve an issue - even as simple as a change of details - when your call-staff are somewhat difficult to understand. Maybe I'm the only one who feels this, maybe not! But it's very frustrating!! I would go on my online account to update details, except I am unable to access it due to not knowing my password. Nor can I get access to any of the new passwords that Vodafone staff are sending me. VODAFONE FAIL.

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14555 Someone from VIC thinks vodafone is EPIC Fail at 25 Jan 2011 09:37:10 AM
I joined up to the Vodafone infinity $45 per month plan in November and immediately there were problems. The person in the store who set it up did not inform me that i would be paying one month in advance, and when i questioned him about this (as in, i had to prompt him to tell me about it), he said that my first bill would just be two bills in one). However, my first bill came within two weeks of signing up to the plan, and was an odd amount. I had signed up for direct debit, so i knew this amount would be taken out regardless of any complaints i made. I called customer care, and to my surprise i actually got through quite quickly. I spoke to someone who told me that the 'odd' amount was due to pro rated charges (sorry if that is spelt incorrectly), and that i should have been told that i would be paying one month in advance, and then one month at the end of the first cycle. I let this slide, and figured i probably just had somebody who was new that was setting up my account. Anyways, following this, i found that i could not access the android market and could not download anything as it would simply just say 'download queued'. After several phone calls to customer care, and endless nights spent googling to try and find the answer to correct this, i finally rang a motorola service centre who put me directly onto motorola. Motorola called and told me to do a factory re-set, which i did, and this did not fix the problem. I then had to go into the original vodafone store where i signed up, and had to replace the handset. After waiting around for about an hour, and having a different store clerk serve me, i found that the replacement handset still had the same problem. I told the store clerk, who spent about 5 minutes fiddling with the phone, only to find out that it was a simple setting in the phone that had to be changed. Thank goodness he knew what he was doing! So not only had customer care wasted my time and made me change numerous settings on the phone, they had no idea how to actually fix the handset they are selling. Following this, i had no further problems. For the last couple of days, i have noticed that the internet speed on my phone has decreased dramatically, and sometimes it just simply will not even connect to the internet during peak times (i.e. after 5pm when i finish work, 12pm-1pm during my lunch hour, and in the morning from about 8am to 9am when i am travelling to work). This morning, i had reception at about 6am to 7am, but as soon as 8am arrived, i have not been able to use anything on my phone that requires an internet connection. Hence, making my phone useless in terms of the android software. I called customer care, and asked for a call back. I did receive a call back within about 5 minutes which was quite good, however the representative i spoke to was no help. He first tried to convince me that it was the setting on the phone, and once i explained that i had done nothing to change the settings and it had been working 2 hours earlier, he quickly changed his story to 'over congestion of the network'. I then asked how Vodafone was going to compensate me for this, as i am basically paying for a service i cannot use, and i got some story about how the merger between 3 and vodafone has affected network status. I became increasingly frustrated with the lack of assistance being provided and i terminated the call. I am extremely disapointed with this, and have already started looking at optus plans to change to. My internet has since started working following the phone call, but a three hour outage is simply not acceptible. I am only on a 12 month contract, and am seriously considering changing to optus or telstra and simply paying out the contract. unfortunately, it seems that nobody can escape the wrath of vodafone and its epic fail of a service.
26 Jan 2011 09:25:35 PM: Epic novel

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14532 Someone from ACT thinks vodafone is Pathetic at 25 Jan 2011 05:36:48 AM
Sucessfully cancelled two contracts with Vodafone, or so I thought. Yesterday received a bill for $600 due to early exit fee on my wifes phone. Rang them to get it resolved. After 40 mins on hold (not too bad considering some of the times I have had to wait) they told me that is a routine charge until they get the handset back. I asked why I was charged on that account and not the other one I cancelled if it was routine (no response).

I then stated that I was told there would be no exit fee and I wanted it reversed. She said she couldn't do it. I asked to speak to someone who could. She refused to transfer me. I told her I was not getting off the phone until the charge was reversed. She said there was nothing she could do. I then asked for all my direct debits to be cancelled. She confirmed that they were. I asked for her name and employee ID and she hung up on me.

I then tried to call back and after another 40 mins on hold was told that their system was down due to an upgrade and I should ring back tomorrow. I then asked who I could talk to to make a complaint and was told that no complaints can be taken while the system is down. Looking forward to round 3 today... NOT.
25 Jan 2011 06:01:51 AM: Good on you for cancelling your contracts... that's what I'll do if I ever have only one more problem. And I have TOLD them that I will not pay their disconnection charges.
25 Jan 2011 06:08:21 AM: Just called them again. They have confirmed that my direct debits have been cancelled and there is no automatic deduction to be attempted on the 7th of Feb when that bill is due. Will be interesting to see how this goes now.

I strongly suspect that I am going to have to call them again at least once to get the bill corrected.

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14524 Someone from NSW thinks vodafone is OVER IT!!! at 24 Jan 2011 10:38:59 PM
My 1st Grudge with Vodaphone pretty much started when I signed up. I was living in Perth at the time and of course can get reception anywhere. Soon after I moved home to live with the Family in Albany and of course had RECEPTION SERVICE PROBLEMS, I was able to get coverage in town but drive 10mins away from the centre and away it went! This became an ongoing issue and really got on my nerves as I was having to use my families mobile phones to text who were of course with TELSTRA or OPTUS. Lucky I moved away eventually as I still had 23 months left on the contract!! My Newest GRUDGE has been recent. I have recently started a job which intales me to fly Internationally so in the last few months without even knowing my Bill has sky rocketed to massive $1500 with out me knowing. my phone recently got barred yesterday for not paying! Now I know When a Bill is overdue of course this is there procedure BUT on more then 3 occasions I Called (ON HOLD FOR OVER 30 mins each time!!) trying to sort this issue out. I had no contact from Vodaphone on any occasion to tell me my phone bill was incresing to this substanial amount when I had been at a minimal $80 a month for the last 16months. My payments have always been on time and never overdue! It would of been nice for them as a Company to see that there was a change in billing amount and call me or notify me of this problem!! (Like the Banks)
So now My phone is barred and have tried calling them 6x 2day to get the phone put back on and see what they can do with this amount that I had not been informed of! I finally got through (its now Midnight) after being told by a friend who also had similar problems to call COMPLAINTS and they unbarred my phone till 2moro where I then have to call again and speak to Collections!! So here I am now ANGRY more then ever and want to get out of my Vodaphone Contract!! Making sure I tell everyone never to sign with then again!!

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14513 Someone from VIC thinks vodafone is Wireless 3G signal Crap! at 24 Jan 2011 08:30:00 PM
3G signal kept droppipng out on wireless internet broadband even after moving around the house in a Melb sub close to city! Just changed to prepaid Telstra wireless internet account and can't believe it - internet finally working and it doesn't matter where I am in the house! Once my mobile account with Vodafone (or should I say vodafail) finishes I'll also be going across to Telstra!).....whilst the customer service people were nice to speak to on the phone at vodafone I had to wait in excess of 40 minutes on one occassion and another occasion the phone line cut out after 40 minutes ... fail!

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