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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16522 Someone from VIC thinks vodafone is Terrible at 1 Apr 2011 07:51:04 AM
I'm a prepay customer however I recharge on both my iphone & have broadband service for my IPad and Imac. Coverage is incredibly poor at the best of times. I called Vodafone Customer Service when I could not log into internet only to be told after been on hold 30 minutes they had extended the expiry date of my broadband service. I asked when the problem would be resolved only to be told there is no ETA. I asked instead of an extension to provide a service I have paid for. Not impressed. Whether Im prepay or contract, Im paying for a service that is simply not working. Why should I have to swap to another provider simply to get coverage. I have been with vodafone for over 5 years and the past year coverage, service, delayed SMS have been consistent.

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16482 Someone from WA thinks vodafone is EPIC at 31 Mar 2011 02:02:43 PM
I got out of my vodafone contract on the 31/12/10. We agreed to cancel the contract, but i will pay $300 for my new iphone, to be paid over 3 months.

I have now recieved an invoice for the full $300 due a few days ago.
Ive been told by someone in accounts that no payment plan has been arranged,
and as it stands, if i dont make the payment, debt collection process will start.
2 working days ago i finally got through to the tio resolutions team to only get the
option of leaving a voicemail. and i will receive a call back within 2 working days as per vodafone/tio guidelines.

i have received no call. i call through again today,told that the team are busy but a call back
has been logged, and i will receive a call in another 48 hours. currently on hold.

This was meant to be resolved 3 MONTHS AGO. I'm so sick of this shit

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16465 Someone from NSW thinks vodafone is 10/10 Failure at 29 Mar 2011 09:38:51 PM
No coverage when it's needed. Two emails to customer service ignored. Waited on hold for over 2 hours on the customer service line. Just finished my TIO complaint.

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16449 Someone from VIC thinks vodafone is extremely at 28 Mar 2011 07:43:48 PM
After barring my outgoing calls, I tried all day to contact them to have this problem rectified. Everytime I rang, I would get to the recorded message of the customer service reps name, then it would go silent then cut out. Finally I get a hold of them and they tell me I have to call back and speak to collections because it is their error and only they can lift my bar.
I am on hold for 3 hours and 44 minutes before the line just cuts out.
So frustrated!

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16443 Someone from QLD thinks vodafone is at 28 Mar 2011 04:29:08 PM
On hold for over 45 mins before i gave up. Not good enough!!

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16430 Someone from NSW thinks vodafone is Fail and a 1/2 at 28 Mar 2011 08:26:52 AM
Do you know how many Rob Thomas songs i've heard after being on hold?!!

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16410 Someone from NSW thinks vodafone is Never Again at 24 Mar 2011 11:27:12 AM
120 minutes on hold only to drop out. I wouldn't have stayed on however I wanted to see how long they would make me wait.
I wouldn't give a stuff normally, but after years of vodafail I am OVER IT!

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16404 Someone from SA thinks vodafone is Lately Fail at 23 Mar 2011 05:41:29 PM
Yeah just the last 3 weeks I have noticed my signal is dropping mid-call and I am having to call people back, at Novar Gardens and edwardstown. Same with 3G I couldnt even get signal at Ingle Farm.
I have been a loyal Vodafone customer for 8 years, even used to tell people they were great, but lately has been crap. Phoned customer service about 2 weeks ago to enquire about roaming was on hold for about 2 minutes which isnt too bad, service was friendly and informative, which is good. But at the end of the day, if you cant stop the drop-outs and data outages by the time I'm out of contract, you're fired Vodafone!!! I also think its crap that I got a letter from the CEO saying sorry and we are working on it, but did not offer any complimentary peace offerings like discount months etc.
29 Mar 2011 10:57:59 PM: If they offered discounts it would set a precedent so that ALL customers could claim poor coverage and the company would lose A LOT of money. They've been giving credits and other discounts in certain situations.

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16384 Someone from WA thinks vodafone is Call Waiting at 22 Mar 2011 05:51:23 PM
Yesterday after waiting 30 minutes to get through to customer care as soon as they answered trading hours were up so they just hung up mid conversation. When I tried calling back I got the answering machine. :( My wife and I both want new handsets & my contract has been finished for many months but my wife has 4 months left on her contract. I would like to negotiate to get her contract finished early so we can both be billed at the same time, but cant even get through to the right people. However, I do get annoying phone calls in the middle of the work day trying to sell me new contracts, and when I suggest my proposal, they put me on hold to a different department... NEVER TO TAKE ME OFF HOLD!

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16374 Someone from NSW thinks vodafone is Extremly at 21 Mar 2011 08:46:08 PM
the usual poor reception, slow data speeds, the ability to destroy the firmware in my smart phone with corrupt data packets off their 3G network and the stupily long wait times when you try to speak to them about it.

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16367 Someone from VIC thinks vodafone is network data fail at 21 Mar 2011 01:02:21 PM
on a $29 cap, just got a bill for $195 due to network data - I dont even use the net on my phone?

on hold for 30 min and transferred to diff people so hung up.

apart from bill fail i never get coverage in rural areas and a few weeks ago whenever i sent a text it sent them 3 times!!

still have 12 months left on contract. not happy!
21 Mar 2011 03:13:57 PM: You need to activate national roaming, i did and it works in daylesford

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16365 Someone from NSW thinks vodafone is Comedy of Errors at 21 Mar 2011 12:23:18 PM
Just got off the phone after 45 minutes with tech support.
The Problem: phone wont make or receive calls for the past 24 hrs so it has stopped functioning as a phone.
The Phone: HTC HD Desire
After restarting, removing sim, replacing sim, dialing numbers, dialing special numbers, being put on hold to reset some settings. No luck still wont work.
Tech guy asks me to place sim in another handset, as luck would have it, I had a basic Nokia in the car, so basic it has a monochrome screen (Grandma's phone that the kids borrow).
Insert the sim in Grandma's phone and can place calls fine. Tech tells me to take phone to Vodafone store to be sent away for repair. So after 45 minutes i have to take my 2 month old phone for repair ?
After i get off the phone to tech guy i start thinking Grandma's Nokia is solely GSM.
Ok so after placing sim back in HTC, search through settings and select GSM only
Would you believe it makes & receive calls perfectly. At the same time my wife is having trouble with her blackberry on vodafone, although we kept suggesting that it was a network problem in the area to the tech. Selected GSM or 2G mode on the wife's blackberry and Wouldn't you know it she can now make & receive calls perfectly.
Wouldn't vodafone tech guys question the type of handset you are testing the sim in and be very aware of the 3G and 2G differences thus you need a similar phone for a level playing field ?
21 Mar 2011 11:46:33 PM: Vodafone tried to blame their network faults on my phone as well. It's not your brand new phone that works with any other network. It is their system. To get a result you need to complain to the telecommunications ombudsmen, then they will listen and sort out your issue.

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16355 Someone from QLD thinks vodafone is at 19 Mar 2011 07:51:40 PM
on hold for nearly an hour trying to port my number to vodafone
20 Mar 2011 11:15:06 AM: Port your number to Vodafone???

Good luck to you my friend for now and the future!

Vodafail.com Moderation Team
20 Mar 2011 02:54:33 PM: Not really unbiased is it now moderation team?

Thought this website was set up to bring people's pain to light and get Vodafone to change and improve service.

However your comment shows your true intent and just how juvenile you are.

P.S am not a voda employee but can not stand people who contradict what they stand for
20 Mar 2011 03:59:42 PM: @ 20 Mar 2011 04:54:33 PM

I am intrigued by your comments.

What, in your opinion, is my true intent and why am I being juvenile and finally how do I contradict what I stand for?

Vodafail.com Moderation Team
22 Mar 2011 10:35:28 AM: Well, very simply.

Your setting up of this website was to do 2 things, and I paraphrase of course.

1) highlight network problems that voda has run into
2) highlight poor customer service and no response
3) give others an opportunity to vent

All of this was fine and good actually. However, you said you were doing it with a mind to get voda to listen and the opportunity to improve.

Yet, your comments above in particular make the assumption that the future of voda is shocking and you congratulate others for leaving the company.

All of this implies you actuall would like to see VHA go down.

Quite contradictory to what you set out to do??
22 Mar 2011 02:30:54 PM: Thanks for the reply.

Wow....all of these assumptions (yours), implications (yours again) and following the assumptions, fabrication of adjectives (yours once more) I had never used in the reply to the OP.

I am no longer intrigued by your comments as the comments speak for themselves.

Have a great day.

Vodafail.com Moderation Team

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16352 Someone from NSW thinks vodafone is hate Vodafone! at 19 Mar 2011 02:57:31 PM
I am getting terrible reception, calls going straight to messagebank regardless of where I am and phone giving error messages and then freezing for up to half an hour. Oh yeah did I mention that I am pregnant and obviously need to be able to reach husband/family/hospital!!! Tried to call Vodafone, on hold for ages, advised long delays and to call back another time. Sent email request, got indian call centre, got attitude from indian call centre when they asked what location am I having problems at. I advised ITS A MOBILE so everywhere and they ripped it at me. I told them I was going to ombudsman and terminated the call! GRRR!

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16346 Someone from VIC thinks vodafone is incredibly unhelpful at 18 Mar 2011 09:10:41 PM
And it's now 10pm...do we know what that means? Goodbye all customers currently on hold! I've been on hold for over 2 hours now in my attempt to speak to billing due to a duplicate payment (their fault, not mine). TWO HOURS of my life that I'll never get back, and every time I get the automated 'Hang in there, we'll be with you really soon', it makes me even angrier. I plan on heading into a store tomorrow to unleash my wrath on a human being. And to inform any customers to get out while they still can. I intend on dropping the 'O' bomb many, many times. That's right, OMBUDSMAN. Beware Voda-f-ing-fone, I'm coming to waste your time the same way you waste mine! And I plan on ensuring that you never meet your sales targets ever again. My passive aggressiveness will be visiting your stores shortly, hang on to your hats and say goodbye to your bonuses.
19 Mar 2011 06:21:29 AM: do what I do...my contract id finished...in august last year...I have been here annoying them since....thanks to this site I am getting somewhere...I sent a 3 page letter to the CEO and got an immediate response after I outlined the seriousness of what has happened...and pointed out under their Communications Licence Conditions...It has now reached the point that their licence can be questioned....
21 Mar 2011 10:38:33 PM: Hey a bit of advice, please be nice to the Vodafone staff. Most are only uni students trying to get some cash, and they don't deserve to be treated like that. It's not their fault and they're more likely to fight for you if you're nice to them.
28 Mar 2011 03:54:16 PM: Hey a bit of advice for you dipshit - 21 Mar - it doesn't matter who they are, if the service is shit, they deserve whatever they get. It's not their fault - well, you know what, they represent the company, they are part of the problem, it is their fault. It you losers don't like working for such a shit company, newsflash, get another job. No one is holding a gun to your head to make you stay there. Why do you idiots keep rolling out that excuse.
28 Mar 2011 04:51:33 PM: If you came in where I worked I will be showing you the door, you want respect and to be treated properly act like a human being and not some arrogant a**hole, unless it's the way you were brought up.

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16333 Someone from NSW thinks vodafone is Vodafone fail to do anything right.. at 16 Mar 2011 11:45:09 PM
I cancelled my contract a montb ago all fees waved except februarys bill. I recieve two texts and an email stating $1117.16 is to be paid on the first of April. I had agreed to send the handset back and pay the bill to wave all fee's...

Calling customer care the man on the phpne (on my fourth try of being hung ip on) tells me that their cal director sent me to the wrong place so I am placed on hold for another 30 mimutes. FINALLY, get through to someone and explain my situation.. Apparently they have to request to see if the handset I sent back actually reached vodafone! WHAT THE FUCK??? SHOULDN'T OF THIS BEEN DONE IMMEDIATELY ON ARRIVAL TO AVOID THESE TYPES OF SITUATIONS FAR OUT VODAFONE YOU HAVE 5 DAYS TO CALL ME BACK LIKE PROMISED OR I AM RINGING THE TIO! I AM NOT PAYING $1117 TO YOUR SHITTY TELECO COMPANY WHEN YOU ROBBED ME $79 A MONTH FOR A YEAR!
17 Mar 2011 12:59:33 AM: Did they send an envelope to you to return the handset?

Do you still have the tracking label? if so check with Aus Post to ensure it arrived.

But agree, the TIO may be your only solution.

Vodafail.com Moderation Team

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16330 Someone from NSW thinks vodafone is 23 monthjs 26 days and counting at 16 Mar 2011 09:28:45 PM
Have had nothing but problems with Vodafone since I signed with them. Thankfully I will be off contract on 21 March 2011. Thought it was worth asking for a refund or, if they want any money, a replacement handset.

I was told by a vodafone staff member "you're now off contract, you can resign and we'll give you a free upgrade." My response was no, clearly you're still obliged to look after me for the next 5 days or I will persue my complaint through the telecommunications Ombudsman and/or the Piper Alderman class action. They later conceded that I was still within my contract period, and that the blackberry had 2 years warranty and that I had insurance which should cover all this. They weren't interested in helping me.

I got onto customer care, ended up on hold for 20 minutes, only to be put on hold several more times by someone in a Bombay call centre. I started the call at 6:05 pm, requested to talk to the Cancellations Team and was advised that there was a very long waiting time but they should be able to call me back within the next 3 days... These people are worse than white goods sales people! You just be at home and wait for us to give you a call. "We won't commit to any time or place...".

I walked away in disgust at 7:30 pm, Sydney time. Their cancellation team is meant to be open between 8am and 8pm and no one was available to take my call.

Telecommunications Ombudsman here I come...

p.s. The blackberry storm is a piece of junk. This product should have been recalled knowing that it was not fit for purpose.

26 Mar 2011 11:57:36 PM: Worst phone ever! I'm on my second in 8 months. And get SOS all the time. Poor Internet and the screen doesn't work again. Going to complain tomorrow!

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16322 Someone from VIC thinks vodafone is nothing changed at 16 Mar 2011 06:19:00 PM
I called up for a wrong billing enquiry and was took 40 mins to get through to someone and another 20 mins on hold

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16311 Someone from NSW thinks vodafone is appaling at 15 Mar 2011 02:49:38 PM
I just got a nasty Letter from a company NRG - saying I am in default on my Bill.
My last bill was dated 7 DAYS ago and SAYS I am in credit and DO NOT PAY.
So Vodafone are now sending my details on to Debt collectors and sending me different bills to what they send them.
And NRG when I called them the delay on the calls is terrible - so slow.. and so I called vodafone and of course.. Im put on hold !
On top of dropped calls and bad data connections - this is the last straw....
15 Mar 2011 03:06:41 PM: I had almost same problem, contact the TIO, you wont need to pay a thing if you're correct :)

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16293 Someone from NSW thinks vodafone is unbelievably shithouse at 14 Mar 2011 02:04:00 PM
I have full bars and full G3 coverage. I go to log onto the internet (say FB or ninemsn.com.au )and I watch the bars decrease and then the internet stops and the phone tells me no coverage.

I have tried calling customer service from my phone (1555) and you wait on hold for about 5 minutes and you get hung up on. Call the customer service line and an american speaking person tells you to hold.....then it tells you they are experiencing higher than normal call volumes and it hangs up on you...
All this great "service" for $150 a month!!!!! A freaking joke!!! Where is Telstra when you need them??

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16259 Someone from VIC thinks vodafone is Stupi-fail at 11 Mar 2011 11:28:22 AM
Well, I cancelled my 12 month contract in September last year, switching to Optus and keeping the same number. Since then I've receive a text from Vodafone every month telling me that I owe them -$0.32 and it will be debited from my account on the 30th of the month.

Three main issues here:
1. I turned off direct debit THREE times and they still took money out.
2. This wasn't for my account, the account number was totally different to the one I had, had.
3. After almost six months, surely they'd have figured out that it was 32c they owed me and they could just drop it and leave me alone.

So I called them, after being on hold for 10 minutes I spoke to someone I could barely understand. I gave her my mobile number and the account number in the account number in the messages. Her response "This isn't your account number" "I know that, that's why I'm calling you to complain." "Oh, well I'll cancel this service for you and you shouldn't receive any more texts. Are you happy with the resolution today?" I hung up.

Now I'm wondering if they do this to many people. How can a company be so poorly managed?

I called the TIO six times on them in 12 months! It took 2 weeks of back and forth between stores and call centre, 2 calls to the TIO and one two hour phone call to get the account changed from my mother's name into mine. I constantly had issues as stupid and easily fixed as that.

Immediately after switching from 3 to Vodafone I started having reception issues, I'd kept the same phone just a new sim. When I asked Vodafone they told me it was a fault with my phone and I would have to buy a new one and see if the problem resolved and if it didn't I would have to purchase a new sim. Great solution.

One month they took money from my bank account AFTER I'd paid at Australia post (and asked them to turn off direct debit... three times). This meant that there was a double up in payments so it appeared on my next bill that I didn't owe anything and they told me not to pay it. So I didn't. In the meantime they refunded money into my bank account and then sent me a dishonour fee. It took three phone calls to sort that one out and a TIO complaint.

The list is endless. Needless to I haven't experienced any of these issues with Optus.
14 Mar 2011 01:51:37 PM: Vodafone Infinite Plans... They will debityour account infinitely!!

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16244 Someone from NSW thinks vodafone is USELESS!!! at 10 Mar 2011 03:38:51 PM
I have been a loyal customer with vodafone for over 7 years now, having multiple phone contracts and mobile broadband accounts over the years.

My account number is 218955903

I have recently recieved a new iphone 4 and renewed my contract for another 12 months.. hoping this would fix the multitude of problems ive been facing over the last 6 months. These include dropped calls, no service, customer service won't help with the complaint,and worst of all the potential loss of business due to poor reception and dropped calls.

I run my own electrical contracting bussiness in the sydney cbd and metro area but am finding it EXTREMELY DIFFICULT! to do so as every second call drops out to prospective clients, and more often then not i get voicemails from clients that have been unable to get through. This being due to poor service in the middle of sydney!!

The internet speeds make it pretty much useless to complete anything on the phone, as now i dont even bother.

The Phone i am using cannot be the problem as it is brand new with a new sim card and i have friends on the same plan who have full reception and not a problem.

I have contacted customer support numerous times only to be put on hold and transfered over and over again for an hour each time.. with no success!! I have logged a complaint with vodafone and am unfortunatly looking to cancel my contract with them and switch to a new service provider.

This is costing me a fortune in lost bussines!

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16219 Someone from NSW thinks vodafone is at 1 Jan 1970 09:00:00 AM
I changed from pre paid to post paid on 27 December 2010 - I was supposed to be on a 12 month 45 infinate plan with $25 per month for Nokia n8. I was promised a three month waiver of the $45 and a discount of 10% for the 12 months on the $25 amount.
This has then been my experience:
1. First three days (including my birthday unable to receive calls
2. Rang vodaphone 6 times to get message bank set up over a weeks period
3. Spent between 45 - 1 hour on hold each time I tried to contact.
4. Phone "bricked" itself and I had to return it
5. First bill - no discount for $45 charge - contact call centre took 3 attempts as over 1 hours hold time
6. Finally got on to consultant who cant help, finally get a supervisor who says she has fixed it and sends an email (10 Jan) assuring me the $45 discount and 10% will be applied from now on.
7. Next bill - no discount - hours again getting on to consultant who said it was fixed and would show on next bill
8. Next Bill - no $45 discount caled again and spoke to supervisor who assures me it is fixed and I will not have to call again
9.Called TIO and lodged complaint
10. Try to use vodaphone music stre on N8 tracks do not download - contact vodafhone and get told nokia n8 not compatable with the vodaphone store, consultant checks account and says I wont be charged for tracks.
11. Called by vodafone in response to TIO complaint 2 days ago, woman quite snappy and says it has been fixed and I will not have to call again
12. Today - get new bill and 45 credit has been applied however now 10% discount has fallen off. Also have been charged for vodaphone music store tracks that did not download
13 Call vodaphone and speak to supervisor who tells me he is in melbourne billing - looks at account and agrees the 10% has not been applied and says it will happen next month as will music refund- I ask for something in writing as this has been promised so many times before and he refuses. ask to speak to someone higher up and get transfered without warning or introduction to a customer complaints electronic service
14. Call back and request to get back to supervisor I was speaking to and get told they cannot transfer calls internally and also tells me there is no billing department in melbourne. Also says there is no internal staff directory for vodaphone
15. burst into tears of frustration and Go back to TIO

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16183 Someone from NSW thinks vodafone is on hold at 7 Mar 2011 07:57:04 PM
On hold for 20 minutes then put through to another department for another 15 minutes before being disconnected.
I was calling because my internet connection (originally a 3 product) is much slower than it used to be.

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16153 Someone from VIC thinks vodafone is at 1 Jan 1970 09:00:00 AM
Hi there,

as I'm sitting here typing this I'm watching as the time keeps ticking over on the Vodafone customer care (hah! don't make me weep with frustration) line while I'm on hold. I've now been on hold for one hour, six minutes and35 seconds and counting. I'm pretty outraged that the last time an actual person has been on the line to me was at 37 minutes and 40 seconds and at that stage they told me the wait would only be another 2-3 minutes.

I'm trying to sort out an issue with my mobile broadband which for the last 2 weeks has been cutting out continuously, the last time while I was trying to download a movie from iTunes. Now my credit card has been charged for this, so I've paid, but I haven't received the item as my broadband cut out half way through.

I'm incensed by the whole thing and beginning to suspect that there's a pure 'on hold' cul de sac line that doesn't progress in a queue.

I have tried over the last few weeks to email them with my issues but have had nothing back but automated response emails which no-one ever follows up. I just also tried to get their customer care number from Telstra so i could ring through on my other phone while the on hold line kept ticking over. To my utter disgust, the Telstra operator told me the Vodafone customer care line number had been pulled from the white pages in december last year and so I couldn't get the number.

I'm beyond furious now as I've been on the line for an hour and a quarter and am about to hang up and ring them back and give them an earful. Luckily for me I'll shortly be out of contract and I will never, ever be going back to vodafone and will be talking friends and family out of ever signing up with them. I am also going to make a complaint about this through the ombudsman.

Hope you go down in a ball of flames, Vodafone.


a very dissatisified customer

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16120 Someone from WA thinks vodafone is Over it! at 3 Mar 2011 04:47:06 PM
After recently returning to Australia after living in London I decided to go on a Vodafone contract as I use to be with them years ago as a pre-paid customer. Within days of receiving my new handset I was unable o access any internet sites. I called Vodafone and after many hours on the phone they told me that I must of gone and deleted my internet settings. They advised me they would then re-send me the settings in the form of a text message... this never happened. Next day I waited 2hrs for them on hold and when I got through the lady advised me that there was no record of my call. She advised she would re-send the settings to me. 15hrs later the message appeared on my phone. Now the problem is since then my connection has never been the same... I can only connect sometimes and if do it is the slowest, most painful thing in the world. I wrote Vodafone an email and surprisingly within 2 days I had a reply saying that they would not be charging me this month or for the next 3 months. And if my service is not sorted by then I will just write them another letter and get another 3 months free. I am not paying for a service I am not receiving!

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16092 Someone from QLD thinks vodafone is Mega at 2 Mar 2011 03:44:14 PM

I recently called up Three mobile to discuss my options and I was told by the rep that Vodafone owns three and had a great $45 plan and that switching would make sense. Anyways, I paid my outstanding Three account off and got transferred to Vodafone - all good. Anyways, I call up Vodafone in order to unlock my phone (I called Three up and got service regarding Vodafone so thought all good to call and sort it) - they said that they could not assist, and that I had to call Three customer to sort it out - I called Three and was put on hold a number of times (waited 20 mins before getting cut out) and the time I finally got through, I was put through to ten different people and put on hold for a collective period of an hour and a half (this is with Three) - Anyways, I got my bill for the 14 days I have used Vodafone, and on the bill is an amount of $70 for all the time I spent waiting for Three after being told to call them by Vodafone - anyways,Vodafone don't just provide bad service, they charge you for making calls to a subsiduary company - poor service so far, and bad billing practices - what am I in for... connection sucks...

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16007 Someone from NSW thinks vodafone is Extremely at 26 Feb 2011 07:43:39 AM
My phone calls keep dropping out. My Internet never work and when it dose it takes forever to load
I have been trying to fix this problem since September 2010. Every time I've called to make a formal complaint they keep putting me through to the network service department and straight away it hangs up on me. They have kept me on hold for more than 1hour and 45 minutes and just recently they put call barring on my phone. I just paid $327.14 to unbar it. I will be going to port my number over to telstra very soon. I'm absolutely disgusted with there service. I have been with vodafone for a good solid 10 years. I will never in my life sign up with them again. I am in the middle of talking to my lawyers about taking legal action against vodafone. I've never had a problem like this before and the worst part is that I'm running a business and i lost a $1500 engraving job because it took 2 days to receive an email to my iPhone.

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15980 Someone from NSW thinks vodafone is at 1 Jan 1970 09:00:00 AM
After numerous problems with coverage and service, I called VF early in February to ask them how I go about cancelling my account. They said that they would do an investigation on my address (home) and if they couldn't offer me a better coverage, they would let me out of my contract. They promised to call me back within 5 working days to advise. 2 weeks later, no call back. I called again (after switching my phone off and on again 3 times as it wouldn;t work) and spoke to a woman who was very rude, she told me that VF Tech Support had called me on 11th February and explained everything to me. I told her that I had received no calls from VF to which she continually told me I was incorrect and repeated the same thing over and over. She then told me that they have coverage problems in Freshwater (despite the fact I usually have 5 bars and 3G) and would be fixing within a month. When asking her again "how do I go about cancelling" she transferred me to another department for which I spent 50 minutes on hold before my phone dropped out. What do you do? Frustrating Coverage, woeful irreverant service, continual LIES.

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15790 Someone from QLD thinks vodafone is Almost epic at 21 Feb 2011 05:53:04 PM
Ok, The 3G is laughable, doesn't work 8/10 times. So I don't even think it would be possible to use my 2 gig allocation. Lucky the phone thethers to my wifi.. At home at least.

When I went to the chermside store to buy a phone I got stuffed around by this guy that had no idea how to use their own software. I had to continually tell him which fields to fill out and how and he had to et the other store person to help on 4 occassions as well. It's not rocket science! It says first name, one would think it obvious this is where your first name goes? So after 70 minutes! Just trying to complete the application with this guy it failed my credit check on 50 dollar a month plan when I had plenty of supporting payslips and bank statements. Oddly my bank gave me a 5k credit card (which I was forced to get in order to submit my application online and avoid the shop assistants). I completed the form by myself on the net, put in all my info and details in the right boxes and got approved...

The store people can be very inept, the call centre people are about as bad. If you ever get through to the right department withou your phone battery going flat from being on hold.

Got a message warning me I hadn't paid my bill and must immediately do so! Weird because my bill gets direct debited from my credit card. Check the credit card and nothing. Called them back to inform them they had forgot to debit my account. They claim the debit was denied.. Weird no sign of any attempt on my bank account, credit card with plenty of credit. So they tell me to bpay it. I do, and phone to confirm this. three days later (on the correct billing date) they debit me the full amount again!!

I think you know the rest...
21 Feb 2011 09:17:02 PM: well i got through in 3.5 mins and the sales rep was awesome but it didn't stop there i had other billing inquiries and would you believe that the rep had the gall to transfer me through to the billing dept .... can you believe the nerve how rude what type of company would do that i mean to service all of my questions and meet my needs not only in the one conversation but in under 12 mins come on Vodafone how dare you offer the best deals as well as awesome customer experience this is just not acceptable i'm going to telstra where i can feel trapped, ripped off, used and abused like all of these special people
21 Mar 2011 04:17:12 PM: Vodafail Employee yet again

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15789 Someone from NSW thinks vodafone is massivily failed at 21 Feb 2011 05:07:09 PM
This is the worst service to be provided to customers, i tried to call them again today an after being on hold for 20min someone answered an the line cut out! what a surprise!! no service on iphone 4, no 3G on USB stick, call drop outs etc etc etc it is never ending with these people an they have no answers!

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15782 Someone from VIC thinks vodafone is Very at 21 Feb 2011 02:53:03 PM
I have been with Vodafail for a long time now and recently upgraded while living for about 6 months or so in Tasmania. I on the phone said to the sales guy, 'we are moving to Sale/Traralgon area in 6months time can you make sure we have coverage'. His response was that we should have no problem. The coverage maps suggest this also.

However, once here, I was confronted with constant call drop outs, poor quality calls, awful data and various other connection issues. I called, got put on hold, put to technical department and then finally to the retention team. I told them of my woes. The rather scornful bloke on the other end basically said he wasn't cancelling my contract because my conversation with the sales guy was never documented. I protested saying that the coverage maps said we would have full and unabated coverage. He said that he was sorry and offered me to change to the unlimited plan (45 per month) and we would have this free for two months. I said to him thanks, but this means nothing if our phone is constantly dropping out and being a pain. I then told him I'd take it further. He said I couldnt' go any further but him.

I called complaints later and spoke to an English guy (from the UK) and he said sorry a million times before suggesting (surprised me) to go to the TIC....so here I am. Nice phone, beautiful two months free...but a coverage that is so awful I may as well try and establish my own network by launching some satelittes. With 18months left on my contract, I can't tear it up unfortunately...

Woe to Vodafone, the worst telecommunications company..and that's saying something considering we have Telstra....

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15734 Someone from NSW thinks vodafone is the pain continues....... at 18 Feb 2011 06:29:15 PM
Ok, So back in the beginning of December I was lucky enough to get out of my 3 vodafone contacts only 10 months In. I made the decision to port to Telstra and have had trouble free mobile since then (thus proving it was their network and nothing to do with the handset) Voda agreed that to waive all termination fees if I sent back the handsets. They made a note of this in the customer notes (which I now have a copy of thanks to a helpful Vodafone store). They sent me bags and I sent back the handsets the same day - that was more than a month ago.

However... I then received a bill for just under $3000.00 for contract termination fees and two subsequent overdue notices. I have called Vodafone three times so far in regards to this (at my expense being on hold now that I cant call 1555 free). All times they have acknowledged that there are notes saying that I have been given authority to cancel for free but for some reason they cant seem to translate this into their billing system. I keep getting told to just ignoor it. And that someone will sort it out.

Once customer service rep actually told me that my service had been suspended for unpaid bills!! HUH!!! Seriously how stupid are they - I am not with voda anymore!!!!!

Now I am seriously worried that they are gonna say sell the debt to a debt collecting agency or put a black mark on my credit rating.

I have just raised this with the TIO - hopefully they sort it out. But has anyone else had this problem after they were told their contracts would be terminated without exit fees?
18 Feb 2011 07:41:07 PM: Yep I had that one with one of my phones.

I actually used their facebook team (more about that experience at a later date) and I made it very clear to that team that the agreement was , return phones - contract cancelled. Then the bill came through...........

I simply said I would not be paying the amount as per our agreement (Which I had in writing), a day or so later they wrote back to say all good contract cancelled.

I have still kept all the documents/emails as I feel 100% certain I shall need to use them again.

One other observation, the mere mention of the TIO appears to get things done.

You will be fine!

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15722 Someone from NSW thinks vodafone is Vodafone SUX!!!!! at 18 Feb 2011 01:19:22 PM
I HATE VODAFONE!!!!! I have been a loyal customer for over 10 years, and they used to be good. The last 12 months there is late voicemails, late text messages, not sending text messages, call dropouts, call failed, internet not working. And you can never get through to customer service, on hold for hours, they over charge me. VODAFONE SUX!!!!

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15693 Someone from ACT thinks vodafone is Complete CRAP at 17 Feb 2011 03:11:49 PM
Like everyone else had calls dropping out, no reception at times, text messages coming hours later, no data access in the middle of the CBD. Rang up to complain, waited 40 mins for the call back and within 10 seconds he goes technical issues transferring you now, was still on hold 20 mins later, got the sh*ts and hung up. Ported to Telstra and now i find i have a $700 early cancellation fee. Called them up and he goes you should have stayed on the line and called again, even if i had to wait forever.
Vodafone are an utterly useless service provider providing no services at all and then stinging people who go elsewhere to get some basic service.
17 Feb 2011 03:20:53 PM: Have you been to the TIO regarding this matter??

Would suggest you do ASAP.

Vodafail.com Moderation Team

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15689 Someone from VIC thinks vodafone is Do any people actually work at Vodafone? at 17 Feb 2011 01:32:37 PM
I had an account enquiry for broadband and I wanted to speak with a customer service representative, but each time I called, I got those terrible recorded messages and those same songs repeated over and over again. I'm beginning to think that there aren't any staff working at Vodafone. I've been on hold several times for over 1 hour and still not spoken with a real person.
18 Feb 2011 07:23:51 AM: I doubt very much there humans, I think there all Daleks reading off a script with the words Exterminate this call Exterminate this call and so on -)

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15686 Someone from NSW thinks vodafone is Zero Coverage at 17 Feb 2011 12:40:39 PM
I signed up with them after being reassured that I would have network coverage.
Not the case and after several attempts at contact via phone, email and a visit to a Vodaphone store I was not given any solutions or reasons. Being on hold for no less than 45 minutes each time and told via email that the case I put to them would have to be dealt with by customer service. Still waiting for a technician to cal and that was over 3 months ago
I have since transferred to another carrier and am now getting billed by Vodaphone with the threat of legal action

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15673 Someone from QLD thinks vodafone is Big at 17 Feb 2011 09:42:25 AM
No coverage, 1hour wait for help desk on phone, coouldn't call my husbands telstra mobile (it said it was disconnected) for 3 weeks until it was fixed by vodafail. no vodafones could call his telstra number. I tried contacting vodafone 4 times and each time had to wait over 40 min on hold to speak to an operator only to be transferred to another operator and having to wait extended times again.
17 Feb 2011 09:50:02 AM: 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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15662 Someone from NSW thinks vodafone is appalling at 17 Feb 2011 12:40:55 AM
I am outraged that vodafone charges me more than I have used.
Lara. I don't like your fake, dumb voice.
Reception is the worst.
Details of call amount usage takes too long to update and I get incorrect statistics.

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15657 Someone from WA thinks vodafone is at 16 Feb 2011 07:51:18 PM
Where to start?? Firstly they cannot spell my name right - apparently "Elizabeth" was too out of the ordinary. They cannot get my phone number right - I sent it off because it needed to be replaced. 2 months and after numerous calls to Vodafone and the insurance company - They finally realised it wasnt MY fault and that they had written down my number wrong. And the worst FAIL of all - they cannot get my credit card number right, so each month when I get debited, the next month I also get an overdue notice. Ive contacted them so many times I cant remember, wasted numerous hours of my life on hold, as well as many trips in store. Each time I was told that they have updated my details on the system, yet the problem still occurs, even though I always have money in my account. I have given up, and simply pay it as a normal bill. So my credit rating is probably screwed thanks to them and their incompetence. And yes my network coverage is non existent.

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15652 Someone from VIC thinks vodafone is Wow... now thats bad service. at 16 Feb 2011 06:20:36 PM
16 Feb 2011 07:47:50 PM: I was on hold with vodasnail for 40 minutes yesterday evening, only to be put on hold again.Not good enough you

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15651 Someone from NSW thinks vodafone is Major FAIL at 16 Feb 2011 05:09:29 PM
I am losing work because people can't contact me... The calls go straight to my Voicemail which out of some mysterious reason does not send me sms msgs when I do have a message in my voice mail! FAIL FAIL FAIL And... When I go to a Vodafone store they refer me to their customer service number, which I'm doubting, is even working?? 2+hours on hold and NOTHING!!! It's money and jobs gone!!!! VODAFAIL!
16 Feb 2011 09:19:58 PM: Had a call go straight to voicemail today too. Was sitting next to my phone all day, never received a call, never said I had missed a call, and suddenly I get a voicemail. The caller is about 1 kilometre from where I was.

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15642 Someone from NSW thinks vodafone is Epic Fail at 16 Feb 2011 12:45:42 PM
My credit card has been hit with an unkown charge by Vodafone for close to $200.00. I don not have a contract, I use my card to top up my mobile and mobile broadband. After being on hold for over 2 HOURS, I was told to call my bank, bank said call vodafone, called v'fone back was told system is down and will have to call back tomorrow which is a work day F@#! you Vodafone.
16 Feb 2011 03:40:53 PM: Eeeeeeeeeekkkkkkkkkkkkk!!!!

$200 is painful and I share your pain..........time for the TIO.

Check out the How To Complain tab at the top of the page for further details.

Vodafail.com Moderation Team
16 Feb 2011 09:56:44 PM: call TIO. omg that is insane. Vodafone are losing so many customers they are probably resorting to stealing from the ones they hav lol

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15623 Someone from ACT thinks vodafone is total failure at 16 Feb 2011 07:57:12 AM
I would like to share my story with you all in the hope that someone else might also get to escapt this nightmare. Since October last year, my coveage has declined to almost nothing, and I have been dealing the voice mails without the phone ringing, the late SMSs, the time outs on 3G etc. But I did not realise that other people were having the same trouble.
After hearing about this site I decided to stop putting up with the lack of coverage I was experiencing. First I emailed Vodafone with full detials of all the places and times where I could not get cover (I nave no cover during the day and I am nor able to spend hours on hold on the work phone!).
I got an email back from them asking for more info and because of the way it was set up you can only really complain about one location. So I chose my work location as I am within sight of Parliament House in Canberrra but my phone is only useful as an ipod all day.
About a week later I received an SMS giving me a Ref No. and saying that my issues were being investigated.
When I had not hear within another week I then lodged a complaint with the TIO. Yesterday well within the 10 days for response, I received an SMS from Vodafone saying that I can cancel as of today and a letter will follow. I know that there is every chance that the letter will not arrive (given others' experiences) but escape now feels that much closer.
So people don't put up with this dismal excuse for a service provider. Be firm but polite, work through the process and hopefully you too will be able to get out of this VODAHOLE.

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15607 Someone from QLD thinks vodafone is I am over Vodafone at 15 Feb 2011 03:41:48 PM
I have been with Vodafone now for several years. All has been mostly ok till this last plan which ends 1/9/2011, and that was organised over the phone because I had a call from Vodafone I gather because my previous plan was approaching the end. I've always had Nokia phones and they've been fine till this last one. Not long after receiving the new Nokia 6220 Classic I noticed that the battery didn't hold charge very long, barely a day on many occasions. I was used to the previous Nokia N73 battery lasting for at least 4 days. So often it would happen that I would fully charge the 6220 at night and the next day I would not even get through the first call and it would die. I took it back to the Vodaphone shop in Maroochydore and I was told that I would have to pay for a new battery. How is this right???
Also there were so many 'drop-outs' and many messages would come up to 4 days after they were sent. I gave up trying to contact Vodaphone, after being left on hold for sometimes an hour or more?? and then you get this 'Lara'. I want to speak to a person. I tried sending an email on their impossible website - I simply asked for someone to please ring me but no, I received some complicated return email where I had to click on this and that and it got me nowhere. Vodafone Customer Service is non-existant. I would like them to give me some very good reasons for staying with Vodafone.
15 Feb 2011 04:20:27 PM: That is not good!

Feel your pain.......

Have you tried their facebook page?

The team on there are pretty useless but getting marginally and slowly better in their actions and responses. They may be able to help regarding the battery replacement.

Otherwise try the TIO, contact details at the top of the page on the How To Complain tab, why wait for your contract to expire when you can go to a more responsible provider?

Also agree their email system does not follow the normal conventional email etiquette of simply hitting the reply button, to force users to write in-between lines is a farce and should cease.

Hope the above helps!

Vodafail.com Moderation Team

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15606 Someone from NSW thinks vodafone is at 15 Feb 2011 03:38:42 PM
I have been a long standing memeber of vodafone and I have recently got an iphone and moved address and now get little to no service.

I have spend hours on hold to vodafone complaining time and time again about the service I receive and nothing to this day has been done about it.

After several attempts they have given me discount off my bill but that does not get me out of my 24 month contract.

Vodafone advised me that it has something to do with the distance I am away from the exchange and tower but I have done my research and found out that i am around 300 meters away from it, I told vodfone this and they offered me a discount off my bill for 3 months until they update the tower.

I just want out I cant help that i get little service in the new house i have just purchased but they are not prepared to help me rectify the problem by releasing my contract.

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15575 Someone from QLD thinks vodafone is Over charge at 14 Feb 2011 06:30:23 PM
I'm on $29 cap 24 month contract, i have nearly $118 credit, but when I checked my balance, i still owe them $50 for extra usage, I have no idea...what is going. I called custoemr care, but put on hold until my battery ran flat. Voda FAILLLLLLLLLLLLLLLLLLLLLLLLLLL

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15572 Someone from WA thinks vodafone is hopeless at 14 Feb 2011 05:13:39 PM
I bought new mobile couple of months ago and I have been trying to register for MY VODAFONE since 02/12 but no success. I tried to contact customer service but the wait was too long and again no success. I have tried again today (14/02) and I have been told the MY VODAFONE website hasn't been working for a while and they are trying to fix it. It has been two months and they still can't fix the problem.

So I have requested since I won't be able to check my balance would they be willing to put call barring once I've reached my cap limit or warning message.I've been told they don't have the system setup for it and they asked me to sms 1512 to check my balance. According to them 1512 updates the info every 24 to 48 hrs. Fortunately I kept all my messages and I sent one on 27/01 and another one on 08/02, both of them have the exact same info,it didn't give me update information as they said. They are going to look into it and get back to me.

Also, while I was on the phone with VODAFONE, the line drop few times and I spent almost an hour just to get few info.

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15571 Someone from WA thinks vodafone is VERY FAIL at 14 Feb 2011 05:05:31 PM
From December 2010 when I churned from Telstra (to Crazy Johns) I have had the following issues:
1) Little or no service in all areas of Perth
2) Cant make or receive calls in my house even though it shows full 3G coverage
3) SMS delayed by hours/days/weeks
4) "Network busy" or "Connection Error" messages on nearly every call I make
5) Calls lasting about 30 seconds then dropping out (in full 3g service)
6) Middle of the CBD showing 2 bars, non 3G
7) People call me but it goes straight to Voice Mail. VM SMS is delayed by hours/days/week
8) Customer service is crap. All I get it "turn the phone off" "turn it back on" or "please be wiping the sim card".
9) On hold to technical support for over 90 minutes (had to hang up eventually)
10) Can not understand the customer service person (speak english please...)
11) Days go past where I can not make calls (phone shows full service and full battery).
11) My wifes Vodafone phone has excatly the same problems so it is not my phone.

If you havent moved to Vodafone/Crazy John's and are thinking about it...
Go with someone else, Vodafone/Crazy John's are the worst provider ever!

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15569 Someone from NSW thinks vodafone is Terrible at 14 Feb 2011 04:58:09 PM
No coverage, and on hold for too long. When you file a complain they tell you that it will take 10 business days to get back to us. WTF??? My company's probably losing money over this terrible service as well.

Congratulations, Vodafone.

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15566 Someone from ACT thinks vodafone is DISGUSTING! at 14 Feb 2011 02:28:17 PM
Had an $800 phone bill.... my partners was $100.... There is NO WAY on earth I could have used that much over my cap as ive just moved INTERSTATE to be closer to my man. I only call/txt him!
So i called up........ they tell me its correct its all DATA USAGE.. BULL SHT! Everytime for the past month I was txting 1512 to get my FREE bill balance and it was using the data allocated.. NO EXTRA CHARGES were on there EVER.

I told them this and that frankly I didnt believe it and i was extremely unhappy... he put me on hold to come back and tell me they ACCIDENTLY charged me $700 and he would credit it.



Oh....... and i also tell EVERYONE i possibly know how SH!T House vodafone are!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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15541 Someone from VIC thinks vodafone is epicI'm at 13 Feb 2011 08:06:34 PM
I have been with Vodafone since September 2010. Signed up for a 2 year contract... $49 cap, 1.5 g download a month.. First 12 months was a $10 month discount and an extra gig download a month totalling 2.5... It's now Feb 2011 and I haven't received 1 correct bill, have spent a total of 6 hours on hold to vodafone... and am still not receiving correct bills let alone reception or internet usage..

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15532 Someone from NSW thinks vodafone is custmer sevices at 13 Feb 2011 09:36:23 AM
Poor customer service, ever since vodaphone has merged with 3 the customer service has taken a nose dive. the first time i called i was on hold for 30mins then disconected. well i have just cancelled my sim card and taking my business to another provider.

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15519 Someone from TAS thinks vodafone is Honestly hopeless, even dishonest at 12 Feb 2011 05:02:13 PM
Well, almost two and a half years ago I signed up for Vodafails mobile "broadband" in Hobart, Tasmania. I was on a $39 / month for 5gb plan. (I Think).
Once I set up I discovered that there was no reception at my house, and even when I connected in the CBD it would only ever connect via 2g. No 3g towers had been switched on apparently. Anyway I rang customer service telling them that without 3g they can't possibly class it as broadband and it was even too slow to log on to my account to pay any bills.
Vodafail agreed to cancel the contract and said they'd send me a mail sachet to post the modem back to them. No sachet ever came and no phone calls etc so I left it at that. I wasn't going to sit on hold for hours just to ask why they didn't want their modem back.
Anyhow, over two years of hearing nothing, and much wonderful service with Virgin and Telstra I receive a text message stating that my bill of $1009.50 was due. I couldn't beleive it and went straight into a Vodafail store (calling is useless) and find out that they hadn't actually cancelled my account and just left it building up a debt.
After explaining everything to a very helpful employee he contacted 'someone' whom organised to post out another sachet and said my account would be cancelled straight away. This time the sachet actually came. I posted it away and hoped that was the end of my dealings with this rubbish company.
Anyway....less than a month later I receive a text message saying that my bill of $39.43 is ready. The following month I get another one.
I then went back into the store, a different employee looked up the details and said he couldn't see anything on the system and it appeared my account was cancelled with $0.00 owing. Maybe this was the end of my dealings with them now?
NOPE. Today I checked my phone and had a message left by a Vodafail rep stating that I am owing $119.30 on my account and to give her a call back. Called back and no-one answered. This was at 6pm though. I will call tomorrow and if a supervisor can't sort it I will lodge a complaint through the TIO.

Just a side note, I have read a few times on Whirlpool forum that people have posted their USB Dongle back to Vodafail in their supplied postage bag and it had gone "missing". Is this just a scam / convenient way for them to leave the account active? I honestly do smell a rat!

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15515 Someone from NSW thinks vodafone is EPIC at 12 Feb 2011 02:05:58 PM
Been on hold to 1555, just over 3 hours. Guess how many times I've heard "hang in there, we'll be with you really soon"?.

Also, I don't know how John Mayer, Maroon 5 and who sing that love comes to town crapola, would feel to have their talent associated with such fucking shit service? They probably don't even know.

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15512 Someone from QLD thinks vodafone is Worst company I've ever dealt with. at 12 Feb 2011 11:40:43 AM
Internet is very sporadically working. Some days it is good, but most of the time I need it, it doesn't work (or take 6 minutes to load a page). I posted on facebook to get them to contact me, received a call 28 hours later (when I wasn't around). I tried calling today, was on hold for 1 hour and no answer. Have contacted the TIO... this is the second time I've contacted them in less than 6 months (last time was due to a data pack not being added and they overcharged me).

What the heck is so wrong with the people that run this company?

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15498 Someone from NSW thinks vodafone is Useless at 11 Feb 2011 02:56:04 PM
So a couple of months ago my Oct/Nov bill came to 320 bucks! Every other bill has always been in line with my $79 cap and never over and I definitely didn't use it more that month than any other... It was however the month that my phone started dropping calls, losing signal and generally being totally unreliable.
I've contacted customer services a number of times about the billing issues - which they say are not their issue but mine and clearly that's what I spent... It's ridiculous.
Anyway yesterday I finally had enough and rang customer services to cancel my contract because of that and the constant drop outs - they basically tried to say that it was obviously that I lived in a poor coverage area! Paddington in Sydney - I tried to make the point that the drop outs are TOTALLY RANDOM and occur for no apparent reason, I can be with other Vodafail customers and they'll have signal or vice versa but they didn't really believe it.
Anyway they're now doing an investigation - which I think is a total waste of time. they need to admit that there's a problem with individual phones dropping off the network not just the network coverage.
They also need to sort out my ridiculous bill and stop denying that also!!!
I totally agree with complaint 15280:
In short: Billing problem; dropped calls; incorrect advice/ promise by vodafone staff; on-hold for too long; overcharged; poor customer services....
11 Feb 2011 10:35:25 PM: so stupid. my phone is also going under investigation. ridiculous. ten working days the guy told me. thats two weeks.
17 Feb 2011 09:41:50 AM: Just go to the TIO and end the pain. They told me they were 'investigating' it. I really believe the only way it will be sorted out is to use the TIO. I found them extremely helpful. 10 emails to VF..k over issue and phone calls and visits to store didn't.

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15491 Someone from VIC thinks vodafone is ridiculous promotion fail at 11 Feb 2011 02:18:03 PM
Have been with 3 for a number of years, and off contract for a few months. Just moved house and 3 reception was consistently poor to non-existent. Tested a friend's Vodafone sim and got much better reception, and despite my better judgement (being well aware of Vodafone's "issues"), went into a 3 store to migrate to Vodafone. I signed up for a SIM only $35 cap with 500MB data (month-to-month, not a contract). The salesman tried to select this plan which appears on the current brochure and the Vodafone website, but could only see one called "SIM Only $35 Cap 6Mths". He checked the details and it said 0 month term, but said to come into the store if there was a problem.

First problem, I tried to register for the My Vodafone online portal. Entered my phone number and was told a temporary password had been sent by SMS to my phone to confirm my identity. The password SMS arrived sure enough... 32 hours later. Obviously it had expired by then. I tried about 5-6 times before I finally got it within a minute and successfully registered.

Once logged into My Vodafone, I checked my data usage, and was surprised to see that I had 250MB data quota on the account. I assumed it was a pro rata amount based on my remaining quota from 3 and waited for the billing cycle to roll over. Nope, 250MB again. I rang VF Customer Care, told a very bored sounding woman my details and the problem twice, and was then told that the call centre did not have access to the plan and that I was on a 6 month contract plan with 250MB data.

So I went back to the store, and spoke to a very helpful staff member. He said the call centre have more access then them so being told to go back to the store was rubbish, but he called Customer Care on my behalf. He actually had to scan the brochure to show the call centre that 500MB was part of the plan. After being on hold for ages, he was told that the "6Mths" on the plan name was part of a "promotion", where I pay half-price for six months. That's the good news. The bad news is for those six months my data quota is also halved. I said, "That's a pretty shithouse "promotion". If I wanted to pay less for less data, I would have gone on a lower plan, don't you think? And also, for a "promotion", it wasn't actually promoted any where!" He reckoned the plan shouldn't have been on the system, and I shouldn't have been put on it. Luckily I'm not on contract so I can cancel this plan or change to a different one if needed (or go to a decent carrier), but seriously, what is the point of advertising a particular plan and then putting users on a lesser plan than the one they asked for? How is that in any way an incentive? Nice to pay less but if I want 500MB I wanted 500MB, not to arbitrarily halve it and charge me less!
21 Feb 2011 10:07:45 AM: Just a follow up on this: I got my bill and of course it wasn't "half price" at all. I've called Customer Care three times about this issue and was told something completely different each time. One of the operators thanked me for being so calm and polite, as she was used to copping abuse from angry customers all day! The last CSR I spoke to said it was a "system error" due to Vodafone increasing the quota in their plans recently (doubtful as they've had this plan for ages), and she said she would increase the quota on my plan to 500MB. She didn't. It seems like they'll tell you anything to get you off the phone! It's also annoying that the CSRs never seem to leave memos/notes on your account about previous calls or complaints - every time you call, you have to tell them the whole story again, and they seem to have no clue what others have told you as none of it seems to be logged. It reminded me of that episode of "The Simpsons" where Chief Wiggum was saying to a caller "Yes, Mr Jackass, I'll just type it up on my invisible typewriter..."
20 Aug 2011 02:16:25 PM: Hi - very similar story for me. I rang a while ago to upgrade my data usage from the measly 50MB I was on. I was upgraded to the $35 SIM only Cap, having been told this included 250MB - plenty for me. Lately I have had some larger bills, and on closer inspection my data plan is still only 50MB! When I called the operator told me that a 50MB plan was the only plan available at the time! Bollocks!

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15468 Someone from SA thinks vodafone is No reception at 10 Feb 2011 07:00:48 PM
11 Feb 2011 08:47:46 AM: Yes, service around the City West area has been non-existent for weeks now. Try switching off 3G if your phone supports it. This seems to fix the problem, but is just NOT good enough! The phone reports everything to be working, but no calls come or go, no SMS's and no data. Just poor form. I haven't had problems in other parts of the city (other than the widespread outage that happened the other week in all locations). It's useless!!
11 Feb 2011 04:48:35 PM: That actually worked! Switching my iPhone to 2G has allowed me to make phone calls, thanks for the info!
I don't understand why Vodafone couldn't provide me this information any one of the many times I contacted them? They really are hopeless.

I received a text from Vodafone cutomer care saying:
Hi Vodafone has agreed to your request re TIO Complaint to waive your Voice commitment due to: coverage issues.
Letter to follow with full details however you may port out / cancel as of today. Kind Regards Vodafone Resolutions.

Good Bye Forever Vodafail!

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15460 Someone from ACT thinks vodafone is at 10 Feb 2011 03:33:42 PM
Well thought I was free and clear. Wifes phone recieves an SMS saying you owe $650 contract cancellation. Another horrible time on hold to sort that out. All good in the end.

Today I get another SMS saying I owe $1100 for my phone contract cancellation. Not managed to get through yet.

Honestly I don't feel bad giving the guys on the phone a hard time. They are the ones I deal with and they are the ones that constantly tell me that its sorted. For that string of bulls%$t they deserve all they get.

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15457 Someone from VIC thinks vodafone is Major fail at 10 Feb 2011 03:05:55 PM
I have been with 3 (now part of Vodafone) for several years and had no problems, until I moved to Melbourne ... before applying for a rental property I went into the 3/Vodafone store to ask about coverage and was informed there was full coverage (for mobile and mobile broadband) where I wanted to move to. Of course, when I actually arrived in my new city, alone and overwhelmed, I found that I had next to no coverage for either my phone or internet. Going back into the store was no help and I then spent many phone calls backwards and forwards with 3 "Customer Care", being transferred from one department to the next with long hold periods between.

Finally they agreed to release me from my 3 contracts if I agreed to try Vodafone first. I stated that I did not want to do this as I had been a Vodafone customer several years ago and had been very dissatisfied with the service and reception - Only to be told that the network had been 'significantly' improved. I was given a credit on my account of $30 to enable me to purchase Vodafone prepaid SIMs to trial.

It took 1 hour instore to get signed up for the SIMs which ended up costing over $50 (once any data allowance was included) - for which I refused to pay and made the staff call 3 Customer Care to sort it out themselves.

In short, the Vodafone reception was, as I knew it would be, even worse than 3's! So I rang Vodafone to ask for this to be recorded on my account so that I would have all the documentation required to be released from my 3 account. The person I talked to kept telling me that there should be adequate reception where I lived and that it must be a handset fault (despite it working perfectly prior to my move) - he kept insisting that the only way he could help me was if I called back on an alternate number. No matter how many times I explained that I was alone in a new city with only a mobile phone and no alternate to use, he kept telling me the same thing. I ended up in tears on the phone and even when I told him that I couldn't even have a conversation with my mum without it dropping out, and that I was worried that if I needed to call an ambulance or the police that I wouldn't be able to, he just kept telling me to call back on an alternate number. In the end, I hung up in tears.

3 had also tried the 'alternate number' sham for the purposes of running 'handset checks' but had at least understood when I told them (for the 10th time) that there was no alternate number.

So, 3 finally agreed to let me out of my contract for the mobile and internet, without the cancellation fees. But they were unable to stop the cancellation fees from appearing and told me I would have to call back after my bill arrived to get the cancellation fees removed. I am also told that I am required to pay out the remaining handset installments on my phone (some $450).

A bill arrived and I rang 3 today to confirm if my direct debit was still active (given that they've cancelled my online access to my account details) and in the process found that they had NOT cancelled my internet account in January as I had asked, and been told had occurred. And they were expecting me to pay whatever pro-rata charges there were since this time.

I refused and spent quite some time outlining to the representative I spoke with that it was not my fault the previous person I had spoken to was obviously incompetent and had not done the job they said they would or made notes that this is what had been discussed. And highlighting that I intended to take this matter (and the overall completely horrific service received from 3 and Vodafone) to the Telecommunications Industry Ombudsman - at which point they agreed to 'make an exception' for me and waive the pro-rata fees on my internet account.

The distress this has caused me - in terms of having to justify myself and make my position clear to people who keep reinterpreting it and choosing to only focus on one aspect of my story, as well as having to repeat the whole, convoluted tale each and every time I have been transferred to a new department - the isolation I have felt all alone in a new city - and the waste of time this has all been has convinced me to make a complaint to the TIO and to never trust Vodafone again (Optus wasn't much better either - their reception was also substandard and the 3 hours I spent standing in their store on hold to their customer care team left me in tears and with a migraine - all to access their 30 day reception guarantee a mere 3 days after signing up).

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15450 Someone from NSW thinks vodafone is EPIC FAIL at 10 Feb 2011 11:38:27 AM
I suffered from SEVERE lack of reception, no data coverage & really bad service. So I decided to act upon it and after several calls to Vodafone, hours on hold, emails and complaining to the Telecommunications Industry Ombudsman, I have finally been released from my VodaFail contract without paying anything and was reimbursed for the fees & charges I have paid to upgrade my phone (which voda told me was the problem due to my lack of reception).

To others who are in the same boat, Vodafone MUST release you from the contract. You need to contact them and in your letter you need to give them a deadline, if they do not respond to you. Email the ombudsman and tell them your situation. Vodafone will contact you and will try and keep you but by law they must release you without you paying anything because they have bitten off more then they can chew. They have oversold their service....

Ensure in the letter that you write the following......"I understand I agreed to a contract with Vodafone under the terms & conditions, that I pay for a service that Vodafone provides, however I have not received the service I was promised and hence will not continue to pay for this contract, I would like to be released without penalty and reimbursed any fees paid". and make sure at the end you state that you will be contacting the ombudsman should this matter not be resolved to your satisfaction....


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15447 Someone from NSW thinks vodafone is at 10 Feb 2011 10:25:13 AM
Wot the hell.. phone cant make calls! cant have a converstaion with out it droping out! cant facebook at all!!.. I called LARA & spent 45mins on hold...
See ya later Vodafail!!!! oh & by the way phones says every 5 mintues network lost..

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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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15425 Someone from NSW thinks vodafone is cannot get to speak to anyone at 9 Feb 2011 09:49:43 PM
I just want to change my number but tried yesterday for one and a quarter hours
on hold it was then 8pm their closing time. Phoned this morning right on 8am
their opening time and after 45 minutes I had to hang up to leave for work. I tried again when I got home from work at 6pm and gave up at 7.15pm as I had to
out. Sent them an email telling them their service was "no service" and when I pressed send I got an email saying "we have received your message and someone will respond to it within 10 days" What a joke.

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15412 Someone from QLD thinks vodafone is Epic Fail at 9 Feb 2011 03:00:56 PM
No reception at home.... (Live in St Lucia 4km from the CBD of Brisbane) 800 m from University of Queensland...

1 bar reception at work... (Brisbane CBD)

1 bar recption on the way to work.... (Corronation Drive)

No reception at all out of town... (I often drive to toowoomba)

Very long wait times for service...

Got given the worlds longest run around to solve any problems... try a new sim... try a different phone... oh we will need a technician to investigate...

1 month later they call me and say... oh gee you were right there is no reception.... too bad...

sorry vodofone... your gone!

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15411 Someone from VIC thinks vodafone is EPIC at 9 Feb 2011 02:34:50 PM
Signed up on 31/1/11 @ 3pm told me would port within an hour 4.45pm call vodaFAIL, tell me will be dont tomoro morn @ 10am, 11.30am - still nothing, asked if i could just cancell whole thing cuz it hasnt ported, said no has started porting will be done in 3 hours (30min later done)

MOnday spent total of 2 hours on hold trying to sort out why my net wasnt working in GEELONG CBD, phone dropped out twice while on hold as well :S, make me do system reset and test sim in another phone still dodgey!

Tues took day off work called vodaFAIL @ 8.55am - last person I spoke with was at 3.40pm WTF!!!!

Told me need to investigate will need 3 examples of calls dropping within 24 hrs phone had dropped out 5 times while on phone to vodaFAIL! told me that i need 3 diff numbers and to call as many people as possible and log if the drop out.

Called back on wed morn to give the numbers that dropped out told me we had issues tues night so those calls you made WONT BE COUNTED! I said well it dropped out at work this morn, she assured me i only needed the one example (i think she is full of shit)

Meant to get back to me about it today still waiting... while on hold to vodaFAIL on tues - called the TIO as it is insane to be on hold all friggen day!

The 10 day period for TIO is up tomorro, see what happens...

Its so CRAP!
10 Feb 2011 09:40:40 AM: Received my text allowing me to cancell contract, so no more calls to the TIO, all I have to sort out id my $50 bill now (after having the phone / contract for 8 days I then receive a bill) even thought I have barely been able to use my phone UGH!! another estimated 4 hours of my life on hold im not going to get back, HOORAY! 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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15404 Someone from SA thinks vodafone is Extreme Fail at 9 Feb 2011 12:47:19 PM
I have not been able to receive or make any calls from my phone in the Adelaide CBD since last week. As soon as I get out of the CBD I can make calls so I know the phone itself is fine. My wife is also with Vodafone and she has had the same problem each time she comes into the city. I called the Customer Service line and was on hold for a long time with a call centre presumably in India. After giving all my details many times over I wa informed that there will be no coverage until the end of March or early April 2011. What the? We are talking about the CBD here in Adelaide. I said to the rep this sounds a bit surprising to which he responded that he would see what he would do. He then put me on hold for another 15 minutes only to then disconnect my call. What lousy service!!! I will be leaving Vodafone as soon as I can and I warn everybody that the service is very poor. No calls in a CBD for 2 months, what a joke!
15 Feb 2011 11:20:01 AM: I can't see any reason why an upgrade should prevent service in the meantime. The whole idea of a network is that if one component fails the mobiles will connect to the next nearest base station.

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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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15387 Someone from NSW thinks vodafone is extremely fail at 9 Feb 2011 09:46:42 AM
when I first activated my phone it worked for a couple days and then quit receiving inbound calls, this I did not know for a couple weeks while I happily put my number on my CVs and left with various employment opportunities. finally I noticed that I was not getting any texts either and asked a friend and they said that they never could call me... I spent 3 hours on hold and gave up for that day, the next day I spent 2 hours on hold and finally got through, after trying everything with the phone and still not being able to get it to work the guy said there was nothing else he could do and I had to take the phone into a vodafone store and swap the sim card... after an hour at the phone store they got it working. long story short, week later does the same thing, 3 hours at a phone store, worked again for a week now for the third time I can't receive any calls...

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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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15382 Someone from NSW thinks vodafone is going from impossibly bad to worse at 9 Feb 2011 07:32:38 AM
Had a huge mess which I have already listed on this website.

So (thought I had) escaped vodafone.

Now, at teh same time as escaping vodafone my iPhone stopped working. So temporarily switched to another phone.

I went to the apple store to have it looked at to see if i could get it fixed and they needed a sim in it. So put in my new XXXXX sim in the phone and it didn't work. Apple informed me that all iPhones other than those bought directly from Apple are locked to the network that you bought them from and that i would have to contact vodafone to get it unlocked.

So went to the vodafone reseller that I got the phone from whowhen I bought it TOLD ME that it was unlocked as I was going into a contract. Noting that all my previous phones fomr vodafone were never locked.

When I asked them about it now they simply told me that they would never have told me that and said again that i had to contact vodafone and it would be about $200 to unlock (a broken phone remember). So they lied.

I went to the unlock section of the website. put in the details required of the serial nmber of the phone. It came up as unrecognised and a message saying that vodafone will contct me within ten days. From past experience I doubt they will. I also doubt there is any chance now of unlocking it.

I am not going to spend a week of attempted calls, that dropp out or be put on hold for hours to try and talk to someone about it.

So lies from the reseller now and useless phone.

Was teh only provider i had used and was with them for 13yrs. will never return


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15373 Someone from NSW thinks vodafone is Shite at 8 Feb 2011 06:21:11 PM
Been on hold since 6pm waiting for someone to answer. It's 8 8.20pm.

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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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15349 Someone from NSW thinks vodafone is Confused at 8 Feb 2011 09:25:45 AM
Called to find out if i could purchase a charger from my local store (on hold for 30mins), was told they have no way of knowing or finding out and was given the phone number for a north sydney news agency... huh?

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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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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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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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15315 Someone from NSW thinks vodafone is $#!% at 7 Feb 2011 02:25:06 PM
Just got off the phone to customer service where i was on hold for 46minutes!
I rang up Wednesday last week to complain about coverage, dropped calls, no emails, no internet etc. and was told that there was a network problem in my area and they would ring me back to let me know whats happening...guess what? No Callback! When I called back today to enquire further I was told again there was a problem in my area, but that it wouldn't be resolved till the 4th March??? Today is the 7th of February!! A whole month more of suffering what I've just been through for the last 3-4 months??? AAAAAAAAGH!!!!!
Vodafone....You Stink!!!

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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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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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15262 Someone from VIC thinks vodafone is Total Fail!! at 6 Feb 2011 01:27:56 PM
My reception keeps dropping out, friends are not getting the sms I send, friends cannot get through to me. Has been happening for over a week.
Tried calling to get the problem resolved and all 3 times was on hold for over 40mins.
Very dissapointed and angry!
7 Feb 2011 02:02:43 PM: phone the TIO, i got out of my contract after being with them for less than 2 months.... goodluck

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15260 Someone from QLD thinks vodafone is LOL at 6 Feb 2011 10:34:44 AM
I find it extremely funny that vodafone sales rep picks up ur phone within 10 seconds if its about sales
If u call 1300650410 or 1555 they put u on hold for hourssss
8 Feb 2011 02:52:32 AM: because there are so many people ringing in to complain and noone calling to make sales. think about it.

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15227 Someone from NSW thinks vodafone is Sick of this !! at 4 Feb 2011 06:46:57 PM
I am going to go crazy !!! I tried to use my phone for work purposes last week as I'n emergency services I tried to make one call 12 times did not ring once ! I nearly through the damn thing on tar road!! I rang vodafone following day I was told to try the crap with settings I'n my phone which did absolutely nothing and they obviously know that . I again rang today after being on hold 45 mins finally got through I was put on hold then hung up on! I got. A call back then they hung up on me again !!!!!! No call back so I rang back a hr later And was told due
To them being real busy they would call me back tonight which they did not do!!! I rang back tech support 810pm which had a recorded message they were closed . I then asked to speak to customer service manager who could not give two hoots!! Said all he can do is get tech support to call me back tomorrow night and that the idiot I spoke to earlier put down that I was able to male calls now !! I went off at him and told him his staff need to stop recording bull&&&& and that I have already made a complaint with ombudsmen. This is a joke!!! I want out now!!

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15207 Someone from QLD thinks vodafone is poor customer service at 4 Feb 2011 12:56:22 PM
we have an usb broadband service through voodafone, our reception is terrible almost all of the time. We had the same problem with 3 so were offered a transfer to vodafone at no cost, and guaranteed better service. Since being with vodafone it has been worse, and we have called many time.. being on hold for up to 30 minutes each time. We have requested a sharing dock, as we were assured this would solve our reception issue. This was agreed to by vodafone 2 months ago, we have called up to 4 times since to find out where the dock was, every time there had been an error and the dock was not properly ordered. So we are still waiting. Each time we call.. we are wiping out the prepaid credit that we would usually use up in a month! We have had enough and just want out of this contract with vodafone.

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15192 Someone from VIC thinks vodafone is No 3G Coverage at 4 Feb 2011 08:26:04 AM
After moving to Morning, I found I had constant dropouts and no 3G internet. After over 5 hours of calls and being on hold, I finally got through to the network people who said they would do a test of the area and get back to me in 3-5 days. No contact after 7. Contacted them, they said there was no fault. I asked to have my contract cancelled, they said that was not possible as the network tests said there was no problem. I was transferred to the retention department, who also said they couldn't cancel the contract, but they would cut my bill in half for the next 6 months???? If there is no known problem on Vodafone's side, why would they give me 1/2 price access for 6 months and ask me to test 3G during that time. I currently have an Iphone 3GS which only works on 2G? Wouldn't this mean that Vodafone is not living up to their side of the Contract?
4 Feb 2011 08:26:52 AM: ooohps.. Meant Mornington, Vic.

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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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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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15144 Someone from WA thinks vodafone is so very fail at 2 Feb 2011 11:26:37 PM
They overcharged me $200 on my bill, I spent 1 hour on hold, before I finally got to talk to someone. After another 30 minutes on and off of hold it was sorted, but I worry about what would've happened if I hadn't called.

Also my partner, my best friend and I, all with vodafone, have had reception drop out on us constantly. I live in Fremantle, a largely populated area, yet they still cannot manage reception issues. I was warned not to re-new my contract with vodafone because of their horrible reception. I am coming close to breaking point, hours spent on hold simply organising to re-new my contract, constant reception drop outs and the slowest 3g internet ever experienced. Please Vodafone, fix this so I don't have to wait on hold for talking to Lara for another 60 minutes before getting disconnected.
5 Feb 2011 08:09:59 PM: I feel sorry for the call centre staff, having all their callers pre-angered or further inflamed by the long waits and Lara.

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15143 Someone from WA thinks vodafone is Epic Fail at 2 Feb 2011 10:41:48 PM
I'm just curious how to proceed and wanted some advice.
I've tried to contact VF twice re drop outs and no service (with documented evidence). I have asked to be freed from my contract without penalty (only 4 months to go) and keep my phone. Didn't get a reply within the 5 days so rang them. On hold for 40+ minutes trying to follow up only to be told that he couldn't access my complaints and would get someone to ring me back within 24-48 hours.

I didn't get a call and ended up ringing Telstra and organising to port my number. While waiting for the new phone to arrive I logged a complaint with the TIO.

Telstra phone arrived today but I'm not sure whether to activate the port yet or whether to wait out the TIO investigation first. I don't want to get stung on a technicality for jumping the gun before I got "permission"...

Telstra says I have 10 working days to activate. Should I wait?

Thanks in advance.
4 Feb 2011 01:33:27 PM: Apologies for the late reply.

Vodafone have 10 business days to respond to the TIO, I note that they (Vodafone) appear to be leaving it to the late working day just recently.

Is it worth asking Telstra for an extension? I feel confident that as they want your business they will comply.

I know what you mean about jumping the gun to get permission, but it is the only advise I can offer.

Has anyone else got anything to offer?

Let us know what you decide and how you get on!

Vodafail.com Moderation Team
8 Feb 2011 01:41:40 PM: thanks.

Still waiting to hear from VF. I rang Telstra and they said not to panic as they can't port my number until I give them my VF account number. So she said to let it play out and ring them back as soon as I hear and they'll sort it out from there.
10 Feb 2011 11:59:58 AM: Got the text today. Free and clear, can keep handset and no unlock fee to unlock it. Now with Telstra and very happy.
17 Feb 2011 06:05:16 PM: Happy Times Ahead for you well done :)

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15137 Someone from VIC thinks vodafone is Extreme at 2 Feb 2011 08:07:52 PM
I have no landline so rely on my mobile for calls at home - it constantly drops out and always cuts out. I only get one bar of signal if i'm lucky.
I can never get through to customer service as i get put on hold for an hour then they have the nerve to hang up on me!
Slow internet on my android phone and at times its like dialup on my laptop.

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15136 Someone from NSW thinks vodafone is Hugely at 2 Feb 2011 08:00:46 PM
I have spent MANY hours in the past month trying to get an answer about my issue of NO SERVICE on my vodafone iphone since relocating. I was given a 100% guarantee that I would have full service in my new home so I renewed my contract in June 2010. When I arrived here I had one bar or none but persevered, thinking once I move again into our newly built home I should be right as I had given them my exact address and they assured me I would have full coverage. When I moved in here in Dec 2010, I ended up having NO SERVICE 24/7. Jan 2011, I decided enough was enough and after reading all the stories on here and reading through the class action advice . I made the first call and was on hold for an hour. I left a msg for them to call me back..they called me back and I didn't speak to anyone til I came off hold after another hour, and THEY HAD CALLED ME! After approx 8-10 hours during the last month of being handballed to one call centre person to another, I finally demanded to speak to the retention manager tonight where he told me that he did not believe I had no service and they would not help me in anyway. If I wanted out I'd have to pay $1200 in early exit fees.Needless to say, I was livid. I asked how a call centre staff member could deem me a "liar" about my service accessibility from a call centre in India. After an hour of being told that they could do nothing for me (they suggested I try 3 I said what do you think I am, stupid...Vodafone OWN 3 as well) the "retention manager" decided that in good faith they'd waiver the cancellation fee but I'd have to pay $245 for my handset.

I am soooo angry and frustrated and feel totally ripped off. Can anyone else advise from their own experience if I should accept the offer and just pay the $245 and be done with it, or keep up the frustrating effort of calling the customer service centre and get out of contract with no penalty at all. I have lodged a complaint with the Ombudsmen .If you have had a similiar experience and have some advice for me could you email me at (Personal Details removed)

Thanks for the advice

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15132 Someone from QLD thinks vodafone is Epic Fail at 2 Feb 2011 06:44:46 PM
i have had ongoing signal / network issues for the past 7 months, issues include.
Loss of signal / No Signal
No 3G reception
Dead air on calls
having to make many attempts to make a call
Not receiving SMS messages til hours / days after they are sent (there were 2 separate issues where messages were received 3 days after they were sent)
Data issues
Web pages failing to load
(Can only use data / Web on WIFI at home)

i called Vodafone this evening, waited on hold for 56 minutes (after getting through all the prompts)
after this time the call then cut out, i called back straight away followed the same prompts only to be told the department i was trying to contact was now closed.

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15126 Someone from NSW thinks vodafone is is a failure and has contacted TIO at 2 Feb 2011 05:16:15 PM
Still on hold after 50 minutes during which I had lodged an online complaint to TIO. Had been calling Vodafone for 3 days in a row but when I do speak to a person, they tell me that it's "the wrong department" and "please hold while I put you through the right department"
Enough is enough - why should I keep spending my money on really bad service?

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15121 Someone from WA thinks vodafone is Very at 2 Feb 2011 03:55:07 PM
I live and work in the Perth CBD. In my office I very seldom get any 3G coverage and when I do it is almost unbearably slow. I frequently get dropped calls or 'call attempt failed' when I try to call people.
I think this level of coverage in a CBD is totally unacceptable considering the money I pay each month.
Vodafone's customer service is almost nigh-on impossible to reach. I havent got 45 minutes to throw away on hold waiting to speak to a customer 'service' representative.

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15116 Someone from VIC thinks vodafone is at 2 Feb 2011 01:45:07 PM
After waiting 30mins on hold to change credit card details (for bill payments) I gave up and drove to the nearest vodafone shop. I handed over my card and was told the new details had been updated and all was good for my next bill to be paid with that card. Now I am being harassed for an unpaid bill.

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15115 Someone from SA thinks vodafone is delayed voicemail at 2 Feb 2011 01:42:45 PM
Over the last 3 months I have regularly received visual voicemail up to two days after the voicemail had originally been left. I have attempted to contact vodafone 4 time about this and some basic intermittent , metro adelaide coverage problems with an average hold time of 45 minutes. the longest time spent on hold was over two hours. I am still seeing the issue occur. My phone is mainly used in Mile end and Adelaide's CBD.
2 Feb 2011 10:48:46 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 Dealer Support line (a lot quicker). They will likely need to troubleshoot the phone and SIM and if the error still occurs, they should allow you to transfer to 3 at no cost if you would like. 3 Mobile is still an entirely different network (roams with Telstra) and different Call Centre.

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