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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9928 Someone from NSW thinks vodafone is EPIC FAIL !!!! at 2 Jan 2011 12:34:18 PM

I'm really sick of not being able to make calls when ever I want. If I see "Call Failed" come up on my screen again I think I'm going to scream. Their technical department has advised me that by turning my 3G enable to off then restarting my phone, I should be able to make calls. BUT I have to do this every 3-5 HOURS!!!
I pay for good service, and should now be free to move to another carrier free of charge because of your pathetic service.
My first call the "customer care" line was 1hr 25mins before i got to speak with someone, and was greeted with "we'll call you back". You could try to call me back, but your service is so pathetic it went straight through to my voicemail, where I was told to call the customer care line on 1555. Great! Another 30mins on hold FROM MY GIRLFRIEND's phone because your reception is too unreliable.
Your customer care guys all sound like politicians, always dancing around the truth.
I feel sorry for them, having to listen to sooo many angry ripped off customers.
Gimme a break, and a refund.


2 Jan 2011 12:49:35 PM: No no no,you need to take sim out and re insert. This (aparently)fixes everything and compensates for the lack of infrastructure and shortage of competant engineers.

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9909 Someone from NSW thinks vodafone is Rank at 2 Jan 2011 10:26:06 AM
I tried unlocking my vodafone and that wouldn't work. I have no reception where they said I would have some. I rang them to question about it, I was on hold for 50 minutes and then put on the phone to someone who dosn't speak english. and couldn't understand me because I speak english.

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9905 Someone from NSW thinks vodafone is as bad as nige dews at 2 Jan 2011 10:15:10 AM
spent 32 minutes waiting on hold to speak to someone at vodafone. finally slammed down the receiver. horrific.

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9882 Someone from ACT thinks vodafone is to the extreme at 2 Jan 2011 08:13:50 AM
Joined Vodafail in late 90s. Back in the day - fantastic company. Excellent Australian based tech support. Answered quickly and if you were waiting too long (i.e. 10 minutes) and hang up - you would receive a call back within an hour. Good coverage - although a little odd. e.g. didn't get strong coverage in centre of Brisbane but very good in the middle of whoop-whoop. I was on post-paid contract and every now and then they would send me magazine subscriptions, and even a new phone (no contract attached) as a "thanks for sticking with us". Even received "how happy are you" cold calls from friendly Aussie support centre.

Now - very bad. Angry and seemingly unbalanced support centre (although the increased abusive calls they are receiving may explain this). No real support on the phone.

Wireless internet a complete joke. Feel like I was ripped to the extreme. I paid for a wireless internet service that I can't even use! Any complaints to the support system suggest dropping from 3G to the lower level service because it is so slow it won't even load any sites in "high load" periods. Ok - so any time you want to use the internet that isn't 11:00am you can't. Absolutely enraging to be paying for a service that I don't receive. Stop stealing my money V/F! Actually recommended Vodafail to others based on my historical experience. Quick way to lose friends.

Also - you appear to go over caps very quickly without actually making very many calls. Calls appear to be working out at $10 a pop (overgeneralising as a joke - please no flaming about how this isn't possible).

Really sad how it went to shite. It actually did used to be pretty good. Now I wouldn't wish their service on my friends - I would on my worst enemy however. Just to piss them off.

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9881 Someone from QLD thinks vodafone is Lower than crap at 2 Jan 2011 08:11:43 AM
24 month contract with iPhone 4. Lost calls, no voicemail, late voicemail, no 3G Internet, unable to reach customer support, if I do reach customer support it takes well over an hour, then it takes me half an hour to explain faults and they put me on hold, and mysteriously the call ends. Pathetic! I run an upholstery business, with my mobile as contact number, and have lost a lot of prospective customers. Vodafone have let us down!
2 Jan 2011 08:20:15 AM: Business and vodafone do not mix. I have also lost so much work.
2 Jan 2011 08:20:40 AM: FAIL, FAIL, FAIL VODAFONE
2 Jan 2011 08:50:28 AM: under service and competition laws Vodaphone are responsible for any loss of business due to failed service
2 Jan 2011 08:59:59 AM: How do you also explain to friends over and over that you're not ignoring them, you didn't get the message that they called until 3 days later, as your phone never actually rang, or recorded a 'missed call'. I've missed many social events due to this network. Paying for Pain....
2 Jan 2011 09:11:54 AM: Are u sure, does that mean "most painful 5338" is entitled to comp for losses?
2 Jan 2011 10:16:49 AM: But they reckon contract covers them, apparently states that they don't guarantee coverage all the time?
2 Jan 2011 11:12:49 AM: So does that mean under service and competition laws Vodafone are responsible for any loss of business due to failed service?
2 Jan 2011 11:20:00 AM: Vodaphone are fully aware of what's happening and it is solely their responsibility to fix the problem and pay compensation for what they have done...it is in their communications service contract...my contract finished in August and I forced them to compensate my bills by over $1,000 over the term of the contract...they were willing to allow me out of my contract 6 months early....I have been hounding them ever since...they are not game enough to shut me down especially as I have daily logs of their service which will win this class action in court....I persist and annoy the crap out of them...you all should do the same....the issue I am dealing with at present is the Indian Call centre....and why are both free call numbers (1555 & 1557) are out of the country....when at least 1 should be here.....Vodafail I am here to pester you and pester you I will....
2 Jan 2011 11:23:16 AM: I have thought about putting up a booster aerial in my area....but @ $300,000.00 I want my money back from the Telco's who access it....maybe that is an option for people to think about....if enough can band together...anyone with ideas...please display them...we will win eventually....
2 Jan 2011 04:51:16 PM: I have thought about putting up a booster aerial in my area....but @ $300,000.00 I want my money back from the Telco's who access it....maybe that is an option for people to think about....if enough can band together...anyone with ideas...please display them...we will win eventually....

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9879 Someone from QLD thinks vodafone is No Signal Strength at 2 Jan 2011 08:06:52 AM
Sick of no signal and drop outs. Called to discuss an issue with my phone, message saying they would call me back with in 25 mins which they did, and then they put me on hold for more than 45mins and I had to hang up so still waiting to speak to someone, how do you get help from them.
2 Jan 2011 08:46:15 AM: email them... it takes longer, but at least you don't have to talk with 1555.
2 Jan 2011 09:02:11 AM: If you log-on to (if you can!!) TIO you can complain directly to the ombudsman, who file a legal issue, which vodafone CANNOT legally ignore, this is the only way to get guaranteed response. Good Luck.

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9877 Someone from VIC thinks vodafone is Mostly fail but are others better? at 2 Jan 2011 07:56:37 AM
Started off my hassles in the UK when I was trying to end my contract as we were emigrating to Oz. Sent them a letter as per website, they must have received as they sent letter back, but trying to actually PAY the bill was another story. After numerous calls from UK and Oz to their call centre I think I have paid it off, after being transferred round the houses when I eventually managed to get thru the automated section. Don't know and don't care.
Then ordered an iPhone from Voda AUS. Website wouldn't operated order button on first 2 attempts. Then when I did order it kept changing pages on me and wouldn't let me go back and edit info so I wasn't sure I had ordered. Husband rang call centre to chase - was on hold for 50 mins, transferred between departments until he made one lad look at his screen. Phone was on order and HAS arrived. Miracle!
Coverage pretty crap - keep losing 3G which makes accessing internet and messaging a real pain. I have to keep on resending until it picks up long enough to work. Very poor signal in house now - often 1 bar - luckily I've linked to my wireless.
However, husband's experience with other networks no better so (shrug).

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9860 Someone from NSW thinks vodafone is at 2 Jan 2011 05:15:53 AM
Constant call drop outs and no reception when working in the Sydney metropolitan area. These issues have been going on for too long now.

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9859 Someone from NSW thinks vodafone is Poor at 2 Jan 2011 04:57:04 AM
I have been with Vodafone for over 4 years but the last 6 months have been a nightmare. My phone is a critical part of running my startup business and recents issues with coverage and network dropouts mean I can no longer take the risk and will move across to another carrier today. After reviewing my December bill I identified no fewer than 40 calls that needed to be remade due to drop outs mid conversation.
Vodafones response has been appalling they stated when I managed to get through after 57 mins on hold that their network was fine on the same day their CEO issued an apology no less! And to top it off instead of acknowledging all the calls that had to be remade and the associated costs a d discussing how they would compensate that merely tried to convince me I was on the wrong plan and spent the rest of the call trying to upsell me.

I have 6 months to run on an existing contract but we move to Telstra today, knowing while everyones customer service is poor I need to be with the provider with the best coverage. I will deal with the fallout and costs I will incur when I have a phone that connects every time and for the entire call

Vodafone you failure to acknowledge and address my issues through you call centre and refusal to compensate me or even offer to discuss is a factor but the real reason is that you network getting poorer by the day.

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9857 Someone from NT thinks vodafone is at 2 Jan 2011 01:57:31 AM
I find it extremely annoying. My niece was in hospital and her mother tried to call me ..... NOTHING! Even yesterday my boss tried to contact me and once more NOTHING! I think it is fantastic that this website is up and running! When you try to call vodaphone you get thrown on hold and then disconnected! Ridiculous!!
2 Jan 2011 06:47:15 AM: even better.. wait on hold for an hour, get through to customer service, call drops out, they have all your details on screen in front of them, but do they call you back?? no, now its time to start the whole agonising process again!

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9827 Someone from NSW thinks vodafone is Severe at 1 Jan 2011 07:08:08 PM
Relating to mobile broadband coverage.

On 27 December I purchased a "wifi in your pocket" prepaid pack, complete with SIM before I left on vacation. Once I reached my destination I installed the software and attempted to activate the service. I could not do so without the phone number attached to the SIM. The pack in the "wifi in your pocket" box did not include the phone number anywhere; only the SIM number and control number.

So I called Vodafone. Waited on hold for 45 mins. Then they hung up on me. So I called back. This time I selected the "activate a new SIM option". It also required me to have the phone number and because I did not, the automated service told me to call Customer Care on 1555. How do they think I got through to the activation option in the first place?
So I called back again, was on hold for about 50 minutes. Finally, the person I spoke to said he would would transfer me to the correct department. They hung up on me. Again. Tried calling back later in the evening only to learn that the activation department was only operational between 8am and 8pm.

I backed up again the next morning. Waited about 55 minutes on hold. When someone finally answered, seeing I was calling from a Vodafone phone, the woman I spoke to gave me the phone number attached to a mobile broadband service I had 5 years ago. Yes, 5 years ago. I asked her how she knew which service I was calling about since the one I had just bought was not yet attached to me. She said it was. I said no, it's not. This is a brand new service, it does not have my details on it, you are talking about an old one. I need the phone number for this new one, the SIM number is..... She hung up on me too!

Irate, I called back AGAIN. After another 50 minute wait the woman this time told me that the SIM I had was blank and I needed to buy a $2 SIM for it to work. I said no, that cannot be right because this SIM came in the "wifi in your pocket" box. I asked why they would provide one if it was useless and another needed to be bought. She kept repeating that the SIM number I had quoted was blank. And then she hung up on me.

I called back. Waited on hold about 20 minutes and the man I spoke to provided me with the number for the new SIM in less than a minute.

This is not my first problem with Vodafone. I have had many. I dread to think how many hours I have wasted on the phone with them. My last issue was about 2 months ago and it took about 3 weeks to resolve. Mat with one T must be the rudest CSR in the world. He should be fired.

The staff at Vodafone's customer care centre are appalling. They just have no idea. They don't record file notes as they should, you get different answers from every person you speak to. It's absolutely disgraceful. And that is a real shame because I don't have problems with the coverage per se, only specific aspects of set-up and account maintenance and it is such a terrible experience.

Good luck in your action.
Rebekah, NSW

P.S. After all this my "wifi in your pocket" is still not working. What a surprise.
1 Jan 2011 07:11:50 PM: all sims have a phone number...they must have....the WiFi does not but operates off the sim card....however Vodaphone can supplt the number from the coded number on the sim....they should have done this...
1 Jan 2011 07:22:41 PM: that means you threw shit away with out paying attention
1 Jan 2011 07:26:46 PM: To the first respondent, exactly.

To the second, I did not. The plastic card which I removed the SIM from was still glued to the booklet it came in. All pieces of paper, and the plastic from the box and individual parts, are still in my possession. So I'd thank you to not cuss blindly.
1 Jan 2011 07:39:12 PM: I also purchased one of these packs and the phone number was not included! I had to call, put up with Lara then wait almost an hour to tell someone who barely spoke English what had happened. It was as simple as saying "I just purchased mobile broadband, but the sim has no phone number written anywhere".

This did not go smoothly. I had to re explain to her multiple times after she thought I was trying to change the phone number on a handset, then I got transferred, another long wait, to a person who "handled" mobile broadband issues, who also thought I wanted to change the phone number on my handset.

1 Jan 2011 07:47:10 PM: that piece of paper that had the sim stuck to it....i'm holding mine right now, underneath the bar-code it has two numbers one being the control number, above the bar code it has the mobile number, it's on my receipt too
1 Jan 2011 07:47:58 PM: Dude mine too, think you need glasses dude
1 Jan 2011 07:49:09 PM: Mine does not have a barcode on it. I am also holding it.
1 Jan 2011 07:52:52 PM: I didn't buy a pocket WiFi, I bought a modem, the number is on my green paper thingy it's called a MSDIN, also on the back of my box and recipt
1 Jan 2011 07:57:04 PM: well i defiantly didn't have one on mine, and needed to recharge, I didn't even know they had a number, i went into the shop and the guy rang up they asked me some ID type random questions and they found it from the SIM card, problem solved
2 Jan 2011 09:30:44 PM: Sigh.. your MSISDN is your mobile phone number.

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9820 Someone from NSW thinks vodafone is a major fail at 1 Jan 2011 06:45:36 PM
Excessive phone bills, non-existant wireless internet coverage (in North Sydney), extremely poor customer service and being kept on hold for hours while being "cold transferred" to different departments and different customer service queues to deal with issues.

Out of contract now but wanted to unlock my phone today - they tried to charge me $50 to unlock a phone that was already paid off. Got it after hours of discussions with CS, Supervisors and Managers. Wasn't happy about having to explain the situation at least four times to each customer service representative and being kept on hold for 50 minutes.

Would also like to include my short experience as a temp employee at Chatswood Head Office where I was treated in a disgraceful manner. I was given an initial run down on the job then left to my own devices with no support staff network and no staff available with knowledge of my job role, office floor procedures or any IT troubleshooting (they had just fired the only IT guy!!!!). No staff member around was able to help with any issues raised - was always told to call a different staff member, however nobody could help with anything. Was fired on the spot on Day 3 because supposedly I hadn't handled a situation well - would have been nice to have some team support. They were just so rude.

Left Vodafone as a customer immediately after - only way to do it though was to stop paying bills and have them cut off my service and pay a debt collector. (It worked, but I wouldn't recommend it. Credit is cleared in full).
1 Jan 2011 08:00:22 PM: used to work for Samsung some moons ago, and we were the ones getting the unlocking fees on our handsets as part of our contract with Vodafone, OPTUS and TELSTRA

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9818 Someone from NSW thinks vodafone is going to call me for a change at 1 Jan 2011 05:58:17 PM
Open letter to Vodafail (also posted on Vodafones Facebook page):-

Your mobile broadband service - if you can call it that - is abysmal, to say the least.

But first, it is only appropriate that I start by stating that I only 'like' your company on Facebook because that's the only way I can start this thread. And Facebook is one of the few options I have left to communicate with you.

I far from like your company, your appauling customer service non-standards and your complete an inappropriate disregard for providing any level of service that you promote to proffer. But I digress.

When you were 3 you promised me the world. You couldn't deliver. When you transferred me to Vodafail you reluctantly apologised and promised me the world again with the added promise that the previous woes would never be repeated. They have been. Repeatedly. It took 4 months, constant phone calls, threats of legal action and contacting the police and TIO about your harrassment to make the 3 bills stop coming.

You've told me I was the only one with network issues. That there were no issues. That you'd oversubscribed your service. That things would get better. You've repeatedly put me on hold for hours. You've transferred my calls to the wrong department. You've hung up on me. You've told me you'll get back to me. That you'll investigate. You've offered pathetic discounts on a service that is barely useable at the best of times and often not useable at all. You've charged me for exceeding my limit the one month I managed to actually get a decent enough service level to use the internet despite months of not being able to use the internet allowance I've paid for in other months.

These are but a few of the lies and hurt and frustration that you have subjected me to. And now I learn I am not alone. In fact it would appear that I am a part of the majority.

So now I've stopped calling you. I've also stopped paying your bills. I can't get through to you on the phone to find out if you have a direct debit authority but I'm contacting the bank to make sure that if one exists it will be cancelled.

It's time for you to contact me. So now I'm waiting for you calls. So I can put you on hold. And hang up on you. And transfer you to the wrong department. Then one day I'll answer and I expect an apology. A big one. With bells and whistles.

In the meantime, I'd appreciate it if you would fix my internet, so I can use all the internet time I've paid for in the past and never managed to get access to. Then you should call me so we can discuss the closure of my account with no penalty to avoid yet another complaint to the TIO.

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9816 Someone from VIC thinks vodafone is Close to EPIC at 1 Jan 2011 05:46:17 PM
On hour on hold and still waiting.... I guess it is New Years Day, but COME ON!!!
1 Jan 2011 05:49:00 PM: Has been horror stories of between 2-3 hours over the past few days...Hope you get through soon. Make sure once you get through you update the 'on hold again' link at the top of the page, to let us know how long it took.

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9814 Someone from WA thinks vodafone is a waste of my time at 1 Jan 2011 05:26:58 PM
I've only been with Vodafail for a couple of months but stupidly signed up 3 phones, two of which are locked into 24 month contracts.

Rubbish reception
No data
Call drop outs

I've been trying to call through and opted for a call back, half an hour later when I got the call back was put in hold for over half an hour and then hung up. Called back, stayed on hold for 30 minutes when I spoke to someone he admitted Vodafone were having network issues but could offer me no solution. He wanted to put me through to the technical dept and when I said I didn't want to be placed on hold he couldn't tell me how long the wait was. I asked to speak to his supervisor and without a response from him I have been placed on hold.

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9813 Someone from NSW thinks vodafone is at 1 Jan 2011 05:13:06 PM
how funny, its amazing, just last week i was put on hold for one hour, than they answered, i was than cut off, i called back to wait another hour on hold. Since being with voda phone wireless broadband I have experienced many problems. 6gb = $49 but it went 2kb over and some how went up to $300 a month , maybe this was due to me having to reload web pages due to sometimes nil coverage. who do i see about joining this legal action.? Scott

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9812 Someone from NSW thinks vodafone is ultimate fail at 1 Jan 2011 05:12:09 PM
I had a 3 mobile broadband internet service - if you could call it that - for around 12 months. It often failed to connect at all and when it did it was never at a speed that was useable at any time of the day you'd normally want to use the internet. I dealt with continuous advice from 3 that no-one else was experiencing problems in my area, that they were investigating my complaint, etc. I complained that even if I did stay on the net 24 hours a day, for the whole month, that at the speeds I was achieving I'd never even be able to use 50% of the data I was paying for. I even had a staff member admit that they'd oversubscribed the service and that once Vodafone took over that the service would improve. I begrudgingly took the usual and regular offers for discounts off my bill, all the time stating that they were useless when I was actually able to use the service anyway! I finally contacted the TIO. The solution that 3 came up with was to transfer me over to Vodafone, sign me up to another 12 month contract with the promise that I would definitely never have these issues with Vodafone. That would have been about 6 months ago, the first month was fine, since then I've struggled to connect, when I can I have difficulty opening even Gmail or Facebook, I'd be dreaming if I ever thought I would be able to open something as futuristic as skype! 3 was difficult to deal with, Vodafone is impossible. When I can get actually through without being hung up on I get redirected to the wrong department. Every time I ask every time that they make a formal request that the very frustrating 'Lara' be retired forever. What a joke. She's there for one purpose - to make us all hang up and give up. Well I am, I'm on hold to Telstra right now, to see what they can offer!

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9810 Someone from NSW thinks vodafone is Badly! at 1 Jan 2011 04:48:49 PM
I was on hold altogether for approximately 4 hours trying to speak to a customer service operator the other night!
I have a log of all the calls i make on vodafone coz i know they have not really been good at providing customer service in every way! Should anyone wish to see my 'log book' please contact me as i'd like to be compensated by vodafone too!

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9805 Someone from NSW thinks vodafone is Epic fail at 1 Jan 2011 04:38:05 PM
Where do I start? I have had my service barred several times in recent months due to unpaid bills. For some bizarre reason every single month my bills are excessive, they should be around $400 and in one case I was issued a bill for $3000! Of course, every time I call to have this corrected I am left on hold for copious amounts of time and I eventually give up as I have a business to run and just don't have the time. Subsequently my service is barred for non-payment at which point my business is really impacted.

On top of this is constant call drop outs, inability to download emails, inability to browse the web and access Internet banking.

When I find the time I will take my complaint to the next level as I cannot operate under these conditions, one wouldn't think it would be that hard for a global brand to deliver on what they promise.

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9803 Someone from VIC thinks vodafone is an absolute joke at 1 Jan 2011 04:28:16 PM
After waiting on hold for over 30 mins to speak to a customer service rep, the call dropped out. The same exact thing happen again two times after that. After an hour and a half i finally got to speak to a customer service rep, but i could not understand a thing they were saying due to their thick accent and poor english. they clearly could not understand a thing i was saying either, so i politely ended the call and just gave up. Thanks for stealing 2 hours of my day again Vodafone. Your customer service is embarrassinly bad - the worst i've ever encountered.

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9802 Someone from NSW thinks vodafone is unmeasurably at 1 Jan 2011 04:01:16 PM
The mess I am in is too long to list. I am quite justifiably tired of expecting things that should be logically provided to me without asking, such as, FREEDOM TO BROWSE INTERNET USING MY MOBILE PHONE, because the contract clearly states 2GB of free internet data.

Now, why am I not surprised to see the blocking page of vodafone when visiting skype.com/m which is the download point of skype mobile?

Well I can understand the illegal notions of vodafone to KEEP COMPETITION OUT, because, if allowed, I would then be able to make cheap calls using just the internet.

The pathetic page that I see is not even saying that I am blocked out of the web page, instead I get "We detected that you are overseas, how's the weather.... for Roaming conditions please visit....." message, whereas I am in the middle of Sydney CBD.

Dear vodafail.com I sincerely believe in the initiative of this website and hope you'll succeed in getting the justice served. If you can, please also investigate the policy and the reasons of vodafone blocking competitors' websites from the public. As far as my knowledge says, this is illegal.

Thank you.
Yours sincerely,
Vodafone Sufferer.

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9798 Someone from QLD thinks vodafone is Very at 1 Jan 2011 03:39:14 PM
On phone for a total of nine hours - went into the Vodaphone store - they called VF because they apparently cannot disconnect in store - and we were on hold there for 45 minutes and the Vf people in store gave up. I filled out seven online forms - no response. I have been trying to disconnect from Vf for the past four months. And now, to add injury to insult, I cannot only not disconnect but went to (begrudgingly) pay my bill today and it can't do that on-line and says I have to phone 1555 to do it !!! Un-bloody-likely

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9795 Someone from QLD thinks vodafone is at 1 Jan 2011 03:33:44 PM
Yep, Im just one of the many and just spent most of my new years day on the home phone to a customer service person in India repersenting Vodafone after not getting anywhere with a overcharged account, I asked for a manager 2 hours and 10 minutes later I have been given a credit for the over charged account and told that in two weeks Vodafone will have the best service in australia!!! interesting. I have no reception at my home, I travel from west of Noosa to Maroochydore on a daily bases and only have reception for no more then 10% of the trip, when I do get a call it normally will drop out before the end of the conversation. I have been a Vodafone customer for more then 12 years now and after being extremly loylal I have had enough, the phone I have under contract (Nokia N97) turns itself off, freezes, tells me I have no memormy left and will not operate currectly, I have no less the 3 times reported problems with the handset to Vodafone Noosaville (Civic centre) only to be told that the handset is now out of warrenty by 2 days and it's basicly my problem. The Vodafone computer system has no detail of my last 2 reported issues with the phone (who's not doing there job!!!)so I now sit here writing this after being on hold 6 times over 4 hours and 17 minutes waiting for a return call as the last 2 calls where from the wrong department? it has now been a futher 14 min and still no reply but the last person did tell me they can offer a $10 discount for the remainder of my contract and free Vodafone to Vodafone calls "WOW" that's going to help someone who struggles to get reception.
I was told that network connection can come out to my area and check the signal strength and if it's not up to scratch mt contract can be terminated, thats if they ever get back to me??? its now 4.25pm I made my call to them at 11.59am good to see there fixing things. The first person to read this will be the only person to realy listen, sadly.

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9793 Someone from NSW thinks vodafone is at 1 Jan 2011 03:25:04 PM
No coverage on phone or internet. Phone calls constantly drop out. Internet pages only load 2 times out of 10. Did the speed test yesterday and the lowest reading I got was 45.8kb/second. The network needs to provide at least 400kb/sec.
I have been on hold to vodafone trying to resolve the issue on and off for the past 3 days. Initially I was on hold for over an hour before speaking to an operator about my phone. I then had to go into the store and get a new sim which of course is not the issue. I then needed to call again, be put on hold again only to be told that I will need to be transferred to another department to discuss my internet as well. I was then on hold for another hour.

I am on hold now.

My internet has crashed twice while I was trying to upload this complaint.

And seriously - if they are going to put us on hold for such extensive amounts of time can you please not play maroon 5. It's killing me.

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9790 Someone from NSW thinks vodafone is Extremely at 1 Jan 2011 03:03:59 PM
I have spent many hours on hold with vodafone- they give you no indication of how long left you have to wait. The recorded message tells you that they'll be with you right away, but I don't call an hour (or more) right away. Most times I give up after an hour, not knowing how much longer it will be.
Then they dare to waste my time by ringing me with a recorded message!!!!! I don't want to hear a recorded message when I ring up let alone have a machine call me just to promote a service I don't want!
I've also had the usual problems like not receiving messages, call drop outs, and messages not sending.

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9784 Someone from ACT thinks vodafone is Pretty crap at 1 Jan 2011 02:39:56 PM
I have several issues:
1. Billing - I signed up for an NRMA deal and it took ages to get someone to actually listen to what the actual issue was. After several frustrating calls to the Indian call centre where they denied there was a problem and kept trying to tell me that I was being billed corectly. The 1555 number I think is designed to frustrate with excess wait times, call drop outs and that silly woman that keeps saying that they experiencing abnormally large call volumes (I would think that one call is an abnormally large call volume for them). I also tried to raise the issue through the Voda web site but the issue kept being classified as resolved -despite making it clear that I wanted the issue escalated. I finally lodged a TIO complaint and actually got an Australian to call me and supposedly it has now been rectified - I am waiting for my next bill to see (not holding my breath) and also should be getting one month free for my trouble - which is really only a token.

2. Coverage - woeful coverage across the ACT - the number of times I get no service is amazing. Currently working in Mitchell where I can get no coverage one moment when sitting at my desk and then limited coverage. Very poor really.

Also experienced really poor coverage in Brisbane.

3. Vodfone 3G USB internet access. I got a USB modem with 6GB of data and a 3 month expiry. I was careful to only activate it when I really needed it because the performance is that poor that I use a real internet connection - ADSL2. As it turns out it was activated at the time I purchased - not when I actually activated it in mid November. I tried to use it in Adelaide over Christmas but it had expired. After a call to Vodafail I was advised that it was activated in mid September when I purchased it - although I had to actually call Voda in mid November to get it activated in mid November to get connectivity. I have now been advised to get a recharge. Fat chance of that - I will take my #G internet business to a real provider with good coverage - as much as it pains me to say it - Telstra. I will limit the money I give to that crap company Vodafail.

I curse the day I thought I would change mobile providers from Telstra to Vodafail. Totally incompetent and poor coverage to boot. With a contact system designed to frustrate. I pity the poor call centre workers as they probably get hammered by irate customers of this crap company.
1 Jan 2011 06:42:57 PM: If you were one of the biggest businesses in Australia how would YOU deal with numerous customer service issues. No company designs contact system to frustrate - what exactly does that achieve?? NOTHING. Not for the customer and especially not for the company.
2 Jan 2011 08:00:49 PM: Firstly I would ensure that the network is adequately designed and have sufficient capacity. The call centre would be used to identify opportunities for improvement rather than being used as a punching bag by frustrated customers complaining about poor network performance.

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9731 Someone from NSW thinks vodafone is Not good at 1 Jan 2011 11:16:09 AM
Having huge reception issues, data...what data?? Dropouts all the time. Customer service (to India) on hold for up to an hour and then charged $76 for the privilege!! Worst thing is that we have a Vodafone tower 100m at the end of our street .... WTF.?????

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9726 Someone from VIC thinks vodafone is Big buckets of poo! FAIL at 1 Jan 2011 10:54:04 AM
I signed up to a mobile broadband plan, was told that my address could recieve 3g. Got my USB 1 week later, no reception at all. Made over 30 calls to vodafone, got hung up on many times was never rude to them they just didn't want to deal with my problem. Spent over 6 hours on hold, was promised calls back by supervisor never happened. Tryed for over a month to cancel my broadband plan, was promised 6 months free broadband, $20 credit for my troubles and told were upgrading service give them 48hrs. Still not fixed. Promised free modem within 5 days, two weeks later still waiting. Phoned again to see what the problem is and was told was nothing on the system about a modem being sent out. Was lied to again. Today I phoned to cancel and was told give us three months as we are fixing the network, I told them no way it's been over a month of being stuffed around. Was told if I didn't transfer to another persons name that I would have a disconection fee as I signed the contract only a month ago. So anoyed right now. After driving 900ks to nsw from vic I finaly got reception in dubbo.
1 Jan 2011 10:56:59 AM: You may have a way out, under the 'how to complain' link at the top of this page is a link to the TIO. That should be your next point of call and they will be able to help you out of your contract penalty free :) Best of luck.

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9659 Someone from VIC thinks vodafone is FAIL!!!! at 31 Dec 2010 07:23:00 PM
Keep getting cut off, next to NO reception in and around home in Brunswick or half of Melbourne whilst out and about!! Whenever someone calls OR i call them it is typical that we'll be cut off at least twice each call. Spent 4.5 hrs on the phone about 2 weeks ago complaining about this stuff - kept getting call dropping out whilst on hold and they wouldn't even call me back and I had to keep calling back.

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

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


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

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9604 Someone from NSW thinks vodafone is Bad coverage, bad customer service.... at 31 Dec 2010 03:30:20 PM
I have been a Vodafone customer for a while now for the simple fact that I liked there cap plans, but as a single mother with 5 young children, I like to travel away, but it's quite stressful not always having reception incase something happens, my battery life decreases rapidly trying to get reception, not only out of town but in town too, calls drop out, msgs aren't sent, then they get sent twice or three times and each time are at cost to me. Each time I ring for customer service I'm given the run around and transferred to many different operators, who then have to transfer me back and forth again, And that's after I have been on hold for a good 20 mins or more, my calls are sometimes disconnected from them for no apparent reason, they ask you to leave your number for them to ring back in a set amount of time and they don't always contact me, it recently took me 4 days to have my plan changed and now I have been told I have to pay for the my normal plan as it had already started and then my new plan I'm now on. Which I had made the phone call before my old plan was set to run out.. alot of the times I text to get an updated balance to keep an eye on my credit, I'm sent back a msg stating the service is currently unavailable and sometimes I have exceeded my limit due to not knowing the available amount left. My sessions for Internet is timmed out and unable to load due to loss of reception. Msgs that have been sent to me can take up 12 hrs to reach me, some phone calls aren't coming through which are very important.

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9599 Someone from WA thinks vodafone is Go die!!! at 31 Dec 2010 03:17:08 PM
Been on hold for an hour now as I write this. Lara keeps assuring me they will be with me soon. All I want it for them to send my damn number to virgin so I can finally receive calls. Arrggggggggg this is actually a soap opera.
31 Dec 2010 08:36:38 PM: Wow omg if you liked vodafone you'll LOVE virgin! LOL

BTW, to port your number, Virgin has to do it, not Vodafone. I ported to Virgin a couple of years ago. I couldnt make or receive calls for 3 weeks because Virgin boned it up.

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9593 Someone from QLD thinks vodafone is in store waiting at 31 Dec 2010 02:41:03 PM
in store playing galaxy tab. waiting for them to get threw to there people in india on the phone.
So i am trying to get them to fix my gprs that hasnt worked for the 2 months ive had my phone for. I found out it was because vodafone are useless and it was bared. i have called atleast 9 time regarding the matter and i found out today. they are still on hold to ensure that this fix it as it isnt solved.

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9591 Someone from NSW thinks vodafone is massive fail at 31 Dec 2010 02:40:22 PM
Wow I feel left in the wind
I have been trying to cancel my plan since 1:19pm today
Finally got a payout figure they cut me off before sending the invoice and even after asking them if I could role the number and them stating yes the number is locked and the phone
now I am on hold again for 25min
Is this normal???

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9559 Someone from VIC thinks vodafone is over chaged Bill at 31 Dec 2010 01:01:06 PM
over chaged on bill. put on hold for 2.5hours

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9542 Someone from NSW thinks vodafone is Awesome Epic at 31 Dec 2010 12:27:35 PM
My brother arrives from overseas on Tuesday, so we make the mistake of buying a pre-paid sim card for his phone. Call Vodafone to activate (with Lara) to be advised at the beginning of the call that the activation process could take up to 2 hours to get onto the network. At the end of the call the message says it could take up to 12 hours.

32 hours later, still no network coverage. Call "Lara" from the phone with the "to be activated" sim card, to be told by a recorded message "We have your details, and activation should occur shortly.

Call "Lara" from another phone, and get to talk with a real person in Mumbai, who activates the phone wile we are on hold. Why has it taken so long ? We're told there was a system outage, and "only a few numbers" had been effected.

I wonder how many Vodafail classify as "only a few".

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9517 Someone from VIC thinks vodafone is Worst Ever!!! at 31 Dec 2010 11:29:14 AM
I am right this minute, 103 minutes to be exact, on hold waiting for a Vodafone representative to speak to me but get this, at the 43 minute mark I was connected to a Customer Service dude, he put me on hold to address my issue and two minutes later I was back in the que! Now if that's not enough, exactly the same thing happened to me yesterday, wait, there's more! The second Customer Service dude I spoke to promised he was going to monitor my issue (Nokia N8 unlocking) and ring me back at 9:30am, no call! Still more, it probably won't surprise any of you but over the last week I have spent a total of 12 hours and 15 minutes on hold waiting to speak to someone who is powerless to help me, after all this I am no closer to resolving my issue than I was before I picked up the phone for the first time. I just signed a contract for 10 Infinite 45 plans with handsets, if Vodafone don't let me out of my contract this is going to end up in court for sure. They are the most useless company I have ever had the misfortune to deal with!
31 Dec 2010 11:32:55 AM: wow... you havent had it drop out after that many minutes?!

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9504 Someone from NSW thinks vodafone is Very fail at 31 Dec 2010 10:44:20 AM
I haven't really had reception in my house for quite a while. My messgaes are taking anywhere between 2-13hrs to be received and I have to drive 5 mins or more from home before they come through.
Charlestown Square has a new section opened up and the reception is piss poor. You go and talk to their customer service about it and get told it's being looked at. Every other person who is in the same part of the shop has reception why can't Vodafone? he funny thing is they have 2 stores in Charlestown square and they don't care.
The customer service side is also poor, phoning them is a joke. I rang them the other night and was on the phone on hold for over 70mins each time and ended up hanging up as I got no one. I rang back the next morning only to get straight through this time and it was an Indian call centre (I think). He was helpful, but I don't think he understood my problem.
My new Nokia N8 is another problem. This seems to be too much hard work for them and they don't know anything about this phone either. The girl told me to take the battery out of my phone (when I need a special torque screwdriver to do this) before I sent my phone to them for repair. Look up about phones which you are selling. They had no idea with this phone before and after it came out. I seem to know more than what you do!

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9472 Someone from NSW thinks vodafone is Worst connection ever at 31 Dec 2010 09:33:52 AM
I have list a numorous calls which have dropped out for no reason. I think in one month I came across over 40% of my calls have failed half way through. My bill hit over $200 when I have a $69 cap....since my calls fail alot of the time, and used 1.4gb of my 2gb limit...I could not figure out why so much. After being on hold for 1hr and 46minutes I gave up. Went to the voda store and said I need to call 1555 to resolve the issue. I walked out saying if they answered my call I'm sure I would. Another problem is that I loose all reception in places where I should have at least 4 of 5 bars. Turn the phone off and on again sometimes helps. The net is slow as HELL....I mean my mates 3G stick works better underground than me being a full reception area!!!! Figure that one out!!!!!!!

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9454 Someone from SA thinks vodafone is appalling at 31 Dec 2010 09:07:38 AM
During October, I moved our buisness mobiles from Telstra to Vodafail. After two months of basicly no service at all for any of our staff at out production facility, we are now back with Telstra.
For a good part of the time we had no service and this was not a phone dependent thing, as it was largly the same over Nokia, HTC & Samsung Phones. Ocasionally when you did get service, it still didn't work properly with haphazard dropouts and disconnects.
On one occasion, I was able to answer a call, talk to the person on the other end, a land line, and then after about a minute the call dropped out. I was standing in a padock, the most significant object in this padock was a round hay bale. How does that work? I had service and then it just stopped. How does that work? Did the signal spit the dummy, pick up its bat and ball and go home?
After about a week of waiting on hold to Vodafone customer "we don't" care, we are now free from the vodafail menace.

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9451 Someone from NSW thinks vodafone is a joke of a company at 31 Dec 2010 09:02:42 AM
Same as every one else, dropped calls, no reception, poor 3G performance. Makes it worse to read from Vodafail that we have to call them and endure their wait times.

Nigel Dews = Gollum.

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9445 Someone from ACT thinks vodafone is Absolutely Crap provider at 31 Dec 2010 08:54:32 AM
I have continually had problems with Vodafone since i signed up to a 24-month contract. I regret the day i made the decision to do so. I got a crap phone with a faulty battery. The process to put a complaint to their customer service centre was a debacle. I was on hold for over an hour and transfered from one department to the other. No one knew who would resolve it. The worst was that they activated two services under my name yet another phone number.

Now my family and friends always complain that my phone continues to go on voicemail, they never receive my messages. It is futile to have a phone from them since it acts as a dumby phone only. I am tired of all this. Why should i bear the cost of something i am not even using.
1 Jan 2011 06:48:10 PM: Why haven't you taken your phone into the store? They DO have warranties. If you're within your warranty period they'll send it away for free and will also give you a loan handset (if they have them available) to use in the mean time.

Obviously your complains go unresolved by just posting on here. If you don't want to call customer care, get up and see someone.

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9440 Someone from SA thinks vodafone is Shocking at 31 Dec 2010 08:43:15 AM
Just like everyone else, no svc on my ph and no svc from customer svc. I was on hold today for 35 mins as I needed to log my 'fault examples', I was them told I had the wrong department. I was transferred and 40 mins later I received someone else who said they can only test 3 sites not everywhere and I would need 3 examples from 3 specific sites so that they could start a log and investigate. I have now been on this call for 20 mins and STILL they are saying that they cant help me as I need 3 examples on the same location before they can log a fault!!!! I have 6 examples from just yesterday and this isnt good enough as I wasnt at the same address for all the faults! Hello doesnt that prove that they have a problem????!!!! How can I get out of this contract and away from these imbiciles?!!

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9435 Someone from QLD thinks vodafone is The Worst ever at 31 Dec 2010 08:22:39 AM
After suffering 2 months of service that was getting continually worse by the week. I decided to spend the next couple of months being shuffled from one department to another before finally being told my area all of a sudden required a new tower. I was then told I would be released from my contract with no early termination fees. Great, except I had to go through the same torturous process with my vodacrap mobile broadband. This was finally resoved in September 2010. I then received a letter from a credit agency through vodafone for an early termination fee. No bill no letters no calls just a letter from a credit collection agency. Now as I try to get my wife out of the same rubbish I went through we spent a whole day using the call back service before being cut off, directed to wrong departments, left on hold for 45 minutes before being hung up on and having no success at all. I will try again today and let you know the outcome. Funny thing is I just received in my in box a bill from vodafone for overdue amount from my mobile broadband. Get ready Vodafone I am dialling now. In all honesty people how can this company survive this, crap service, non existant customer service and a product that has such a bad name. I am willing to bet that this company will cease to exist in the next year.

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9432 Someone from QLD thinks vodafone is They have failed me. at 31 Dec 2010 08:18:08 AM
My phone calls contantly drop out service is unpredictable and gee I love benign on hold for long amounts of time very frustating paying for half a service, just want to end my plan and go with optus

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

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9418 Someone from NSW thinks vodafone is 45 minutes on hold at 31 Dec 2010 07:54:18 AM
just spent 45 minutes on hold trying to find out why my modem keeps disconnecting.
when some indian person did answer the phone dropped out.
thanks vodafail...

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

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9374 Someone from VIC thinks vodafone is Epic Fail at 31 Dec 2010 01:37:57 AM
I just can't win! With 2 iPhone 4s, $200.00 min. Per month going to the company u would think one call wouldn't drop on me. Moving from "3" to vodafone was stupidity on my behalf, I have seriously gone from bad to worse!! So being a "valued" client I called immediately after the first week to be faced with a 46 minute wait time then an extra 33 minutes as I pressed the button for customer assist not tech support! Oh it gets better after taking a landline number upon calling back the information given was the "system" was down so they couldn't help me! He assured I would hear from him asap once the system "rebooted"
For the record this was 7weeks ago... No callback no reception and no $$!

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9371 Someone from WA thinks vodafone is fail at 30 Dec 2010 11:55:23 PM
had 2 days of not being able to send or receive sms, did a phone upgrade with no luck. tried using mobile modem and wasn't able to log on or send sms. Had 2 days with out receiving phone calls. I made several attempts to get through to customer care and had calls disconnected, not returned or just left on hold for long. I have requested for several months the disconnection of my mobile modem due to the lack of service and connection problems and still it has not been disconnected.
I have two businesses which have suffered due to not being able to use my only phone service i also have an son with life threatening allergies if i needed to call a dr or hospital i was unable to

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

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

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9359 Someone from QLD thinks vodafone is dont treat staff like nothing at 30 Dec 2010 10:25:25 PM
I have previously worked for a vodafone store and half these issues are ridiculous! More then 50% of the 'issues' mentioned on the site could be solved in one simple phone call or a visit to your store. I resolved several of these a day! All telco customer care centres are based in India believe it or not. They speak fluent english otherwise they wouldnt have been able to get their job in the first place! People theses days dont want to wait, they exaggerate their wait times saying they waited 2 hours when its been 15 minutes come on people, we are such a now now now society that when something doesnt get resolved in the first 5 minutes you chuck in the towel and have a whinge! I did the best I could everyday to provide excellent service with the policies and procedures in place. If your not happy with the service then leave! Go to telstra, you'll get just as annoyed with them and either come running back or do the loop and try optus next, only to find some other issue with them! technology has come a long way and people dont know how to live without it, so what if your call drops mine have and I dont get all pissy about it. I simply call back and get on with my life! Seriously instead of a credit check for customers we should do a IQ test instead, sort the normal people from the retards!
30 Dec 2010 10:32:10 PM: Oops, wrong link :)

30 Dec 2010 10:38:15 PM: dude its probably the 50,000 people calling up wanting a whinge about service only to find they have put their sim card in back to front. Its happened, several customers a day in fact! all you customers are creating the long wait times.
30 Dec 2010 10:41:02 PM: I highly doubt the people that are here posting about no coverage, constant call drop outs, sms/mms arriving hours to days later are calling up to find out they have their sim card back to front. More like they are calling up for all of the reasons that seem to be repeated throughout the 9000+ complaints. I am not saying they are all the same, but the majority of posts have all of those issues in them.
30 Dec 2010 10:44:49 PM: I agree with a lot of what you said... there are some points to also raise here..... 3's call centre was in Mumbai India, until recently voda's was in Egypt, Fiji and Tasmania. with the merger Fiji and Egypt closed and they took on board 3's contact centre Optus is in Malaysia and Telstra is mostly here in oz but has one oe 2 in India. (I don't have a problem with that either, I find them lovely. Alot of issues is infact handset manufacture problems, ie: Sony Ericsson in a lot of there models hold the network better than say a LG. Another point is Tool of trade mobiles (mobiles which I know most 3 staff even in their Australian contact centres have and wouldn't surprise me if its now adopted by voda as one) get network priority. Vodafones network is well known to be ageing though so really when it comes to the knitty gritty it wouldn't hurt for them to spend a little bit of their now $4 Billion in revenue they gain from what seems to be a now not so loyal 7 million subscribers.....
30 Dec 2010 10:48:06 PM: VF staff bagging clients is not helping the cause. If the issue was idiot customers your CEO wouldn't be apologizing. Still working in customer service I sympathise that CSRs are copping the flack for managements stuff ups.
31 Dec 2010 12:26:24 AM: Strangly enough, if you did a little research you'd find Vodafone is currently doing a half-a-billion dollar upgrade on their network...
31 Dec 2010 05:35:15 AM: They can go shove there Indian call centers. I switched to virgin after vodafone stuffed my bill up that took them over 4 weeks to fix. But 90% of the time I get an Aussie and if I get an indian I hang up and ring again. Vodafone needs to stop outsourcing becuase just maybe if they employed Aussies then customer wouldn't spend so much time yelling at the staff member they can't understand. Yes, they may speak English but that does not mean you can understand 50% of what their saying. What irritates me the most is that it's hard to find a job in Australia as it is yet companies like vodafail continue to outsource overseas. But I supose if Telstra do it the is ok. WRONG Vodafone!
31 Dec 2010 08:11:23 AM: If voda/3 didnt have overseas call centres you would find the voda contact centre would be open till 8 pm still.... not 24 hours... its not just about money its also about having the ammount of people needed to service a large ammount of calls. If you continue to hang up and call again you are only going to contact someone that can't help you... If you call through to say Voda direct sales not only can they not help you, you are also ruining someones stats, sales conversion then ultimately hurting their hip pocket (commissions) not a very nice way to treat a fellow ausralia.. Also your one call that might only last 30seconds before hanging up is not only wasting your time and getting you frustrated its also costing the company $100 plus per call.
31 Dec 2010 01:31:01 PM: Your a fkn idiot the person who posted the initial post. I'm paying $80 a month and not getting the service that Vodafone states I should be receiving.

Read the The ACCC enforces the Trade Practices Act, a law which, among other things, imposes on sellers a ``statutory condition'' that goods and services must be ``fit for their intended purpose''. When they aren't, it breaks the deal between the seller and the consumer.

I only recently switched from Optus Timeless plan to Vodafone's woeful Infinite plan, no 3G internet on my HTC Desire HD, MMS's arrive 2-3 days late, I live in Brisbane's 4000 postcode, my signal drops out completely, hardly ever see the 3G on my phone. And yes I (like the other 10,000) vodafone customers have called support and waited not minutes, but hours on hold to speak to someone, I eventually got through and my call dropped out twice while talking to them! Haha go fk yourself if you think we are whingers! If we pay for a service, we expect it to be up to standard.
31 Dec 2010 02:06:21 PM: Here here! I used to work for Voda as well and used to get customers complain about the long wait times all the time. I always loved it when with their phone calling the same number I would get through in 5/10 minutes.
31 Dec 2010 09:38:39 PM: NO 3G coverage by VF anywhere...3G fails to operate
31 Dec 2010 09:40:26 PM: anytime this wally wants to see my recorded records of gross failure he is free to look....but give me any of this tripe about how good VF is.....they need to get their game togther....
2 Jan 2011 08:36:59 PM: Initial post is interesting - "used to work for VF". If they are such a great company, why did you leave them? Can't have been that great a company then. You can't honestly think that all of these complaints, this website, news articles etc are just because a few people can't work their phone or wait for more than 15 minutes? If you do, you are a bigger idiot than I thought. Maybe if VF did an IQ test on their staff,there wouldn't be as many problems!!! Typical VF staff member (former) demonstrating their astounding lack of empathy. Newsflash, that is part of your job - customer support and assistance - idiot!!!

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9351 Someone from VIC thinks vodafone is merger at 30 Dec 2010 10:12:03 PM
Used to work for 3 mobile until the merger between the 2 and a fair few of us lost our jobs... It seems clear that mergering the 2 networks is causing a lot of the reception issues. trying to make the 2 networks run side by side while also being able to roam with their respective roaming partners (3- tel, voda-opt) its weird but we were told this was likely to cause pain... its just a pity they are not so forth coming with their customer base. Also the high wait times of their conatact centre.. 3 used to have LITTLE to NONE.... now its wrapped up in the high wait times and rudeness of the voda network as a whole...
30 Dec 2010 10:47:50 PM: For an ex staff member your very mis informed. The merger has not combined the networks at all, so claiming reception issues caused by that is incorrect as voda towers aren't related to 3 towers. This will stay that way till 3's contract with Telstra runs out. As for the call centers, the call center in Mumbai formally was 3's and is now VHA's, however the departments are still separate, calling 3's customer care line will go to their section and staff, which haven't changed.
30 Dec 2010 10:53:15 PM: hahaha, ok... I wont talk about the testing we were all involved in in regards to the networks then... all good..

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

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

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

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9325 Someone from NSW thinks vodafone is No Prepaid Mobile Broadband at 30 Dec 2010 09:02:18 PM
Continuing problems trying to log onto my laptop using vodafone prepaid mobile broadband. Have rung once and spoke to 'someone' who sounded like they were overseas, and at the time my mobile broadband had just been recharged for another 12 months. 4 days of dial up speed (actually when i remember having dial up - i think it was faster)
I was told that this problem would be resolved the following day (making it 5 days with next to no service)
Now just short of a month later - I am experiencing the exact same problem. today is day 3 and I am not going to waste my time phoning them (as I dont have a spare HOUR to be on hold only to be told yeah there are problems and they will be fixed)

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9293 Someone from QLD thinks vodafone is total fail at 30 Dec 2010 07:48:14 PM
My story is too long to type in here. Briefly, I had problems getting my new handset and Mobile Broadband modem delivered to me. It ended up taking months to receive the modem. I was assaulted in June and my phone was stolen. They would not honour the insurance policy unless I paid $300 excess for a $330 phone. I had to spend money on a prepaid phone. When I finally received my new handset I gave the other phone away. Unfortunately the set up procedure failed, and I was without a phone for weeks. This played a part in me becoming unwell and I was hospitalised for two months. I finally received my broadband modem and got to set up my phone in October. It took a lot of phone calls to reduce my bills for that period when I had no phone, and I had to pay off a lot of money. I thought that wasn't fair as there wasn't a sim active on it, and my old number had been blocked since June. It is now at the point where I can't stand calling them again to complain. I always get transferred to all the wrong departments and cut off. My new modem I got in October has failed to work properly the whole time I've had it. It usually works for 2-5 minutes before it cuts out. My bill is massive. I am a pensioner and can't afford it, but I must have agreed to it and now I have to wait another two years to change companies. It has been nothing but trouble and has contributed to my illness.
30 Dec 2010 08:37:05 PM: Your experience sounds truly horrible. Besides the suggestions listed under 'How To Complain' on this site, considering you are unwell, I think you might like to contact your local community legal centre to book an appointment and see if they can sort it out on your behalf.

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

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9290 Someone from VIC thinks vodafone is at 30 Dec 2010 07:45:32 PM
i have been a customer of vodafone for 6 yrs, my mates all went to vodafone coz how relaible they were.

since last yr it has droped out i brought a new fone same problem all im getting told is its my fone fault i have a expensive fone its not.
sending of double txts and not getting my money bk, being on hold for a hr on one occasion where it droped out, and got through after waiting for 1 1/2 on another occassion. vodafone has not giving me any money i have ask for with drop out double msg, because i called to late and it was my fone not them

i have now chance to virgin, i can call people no drop at and better deals
CHANGE PERVENDER NOW!!!! let vodafone go broke they mite learn there

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9274 Someone from QLD thinks vodafone is 9 at 30 Dec 2010 07:26:43 PM
vodafone coverage is getting what seems to be worse, every day i now i am being told im not registered on network, or that i am out of signal in big cities, this is absurd, no one can give a reason, but now im locked in to a contract for 2 years that i cant get out of, after being asured of the coverage with vodafone, as well as that my phone calls never go over my cap but it keeps going up, again, no one has the answers, not the vodafone stores and not the call center, i just keep getting blown off from one to the other, with at leats a 45min wait for either, this has been going on for far too long, this is ridiculous, theyre happy to sign you up quickly but when it comes to problems they take their time, but every bill im paying is around $200.00 on a $69.00 cap, how is this?? this is unexplainable from both in store and on phone, but i still have to pay them. get your act together vodafone when will you realise that without your customers you dont have a company.

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9273 Someone from QLD thinks vodafone is 9 at 30 Dec 2010 07:26:01 PM
vodafone coverage is getting what seems to be worse, every day i now i am being told im not registered on network, or that i am out of signal in big cities, this is absurd, no one can give a reason, but now im locked in to a contract for 2 years that i cant get out of, after being asured of the coverage with vodafone, as well as that my phone calls never go over my cap but it keeps going up, again, no one has the answers, not the vodafone stores and not the call center, i just keep getting blown off from one to the other, with at leats a 45min wait for either, this has been going on for far too long, this is ridiculous, theyre happy to sign you up quickly but when it comes to problems they take their time, but every bill im paying is around $200.00 on a $69.00 cap, how is this?? this is unexplainable from both in store and on phone, but i still have to pay them. get your act together vodafone when will you realise that without your customers you dont have a company.
31 Dec 2010 09:46:39 PM: had one VF store tell me he only deals with his clients...not other VF customers....reported it to VF and they did nothing until 2nd call and reminded them of legal obligations to customers....got joy then....

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9236 Someone from WA thinks vodafone is Massive at 30 Dec 2010 05:58:02 PM
costant drop outs or simply not connecting calls till i try a few times.
bad cusotmer service- have been on hold over an hour today trying to get my phone online!! phone was completely cut off with only one text sent the day before about a late bill!! bills have been paid and upto day for over two weeks and still no service- wont register sim card on the network!! customer servicein store is pathetic and lazy - they give info contrary to the website and hakf dont even know how to opetate the ohones they sell! no are they helpful on items such as biling- i dont want to sit on a 1300 number for hours on end- i want to go instore and get my phone back online NOW!then at end of contract- will be switching elsewhere

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9232 Someone from NT thinks vodafone is very very big fail at 30 Dec 2010 05:42:30 PM
I called vodafone on 27th December to report network issues, I was speaking to the customer service department about the cost to cancel my contract for both my services, the person i spoke to asked why, told him because of network issues, he told me i could lodge a complaint with technical services and if they couldn't fix my issues they would cancel my contract with no cost to me. I was then placed on hold for 45 minutes. When my call was answered, the operator asked what area i was in, as i was at my brothers i gave her his address, however did tell her that is not where i lived and was not experiencing issues there. She never asked me what my address was. This lady was exceptionally rude and kept talking over the top of me. I told her that i wanted to lodge a complaint - she told me she would need an alternate number to contact me on, i tried to tell her that i had no other contact number as i have no landline, she told me she couldn't help me unless she could call me on another number. i asked to speak to someone else as she was not listening to me and preferably in australia as this is where i live, she told me she could not do that as all calls go to India. I hung up on her. I later received a call from her supervisor to whom i said i could not speak at that time. she then called me back at 7am the next morning.. as i write this i am on hold to vodafone and have been for 34.15 mintutes, however they keep assuring me someone will be with me soon!!
31 Dec 2010 05:16:11 AM: sadly, an all too common story for all of us.
5 Jan 2011 07:21:07 PM: Try 1hour and 30minutes and still did not get through. STEAMING!!!!!!

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9228 Someone from ACT thinks vodafone is 2 hours on hold so far... at 30 Dec 2010 05:32:12 PM
I'm still on hold. Taking a screen shot every 30 odd minutes just to prove it. At just on 2 hours, it went from being on hold music to the phone ringing. Just waiting to be cut off any minute now >:( - I'm ringing to complain about the usual: poor or NO service in metro areas (Canberra and Sydney), poor data service and calls dropping out or not even being received at all. I applied for a job last week and am waiting on the call. May or may not have happened, I don't know. As I have naked DSL, I don't have a home phone for them to call me, so my mobile is my only means of communication. My plan expires in June 2011, but thats not soon enough. My new bill is due, but I wont be paying it. As far as I'm concerned, I'm not getting the service I am paying for, so why should I pay?
2 hours 11 minutes now...

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9206 Someone from SA thinks vodafone is Extremely with mobile internet at 30 Dec 2010 04:40:08 PM
I lost a weeks work when data cut in and out with Iphone 4 tethering. Vodafone made me buy a mobile USB. Back running for a while, then totally no data. I lost 3 days work when I changed to optus. Now fine on Optus.
My festival business just started up, and I was told the package they sold me would suit me and work for me. This was a lie. Early days in a new thing is not a good tome to loose customers after building repport for over a year. We book bands on line, use on line agents and communicate by email. SCoRCHeR FeST Pty Ltd was also offered a sponsorship with Vodaphone. No feedback from them, no return calls with our problem and hours on end being put on hold.
We will not accept a sponsorship now, and we have lost about 1/2 our bands and are struggling to keep up and make up ground. In essence, Vodafone mislead us, and we have nothing they promised. Thank you for making a class action. Andrew Cooper. 0402 049742 scorcherfest@scorcherfest.com.au

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9205 Someone from NSW thinks vodafone is Broken network and no information at 30 Dec 2010 04:39:09 PM
I have been a loyal Vodafone customer for over 10 years. During this time, I have been a strong supporter of Vodafone and referred new customers to Vodafone. This stops now...

Over the past 3 or so months the network has slowly degraded and service at times non-existent. This includes no service, service going in & out, battery dying, voicemail messages delayed (days at time), not being able to access internet/3G, not being able to send MMS and numerous failed calls / drop outs.

I have previously tried to contact Vodafone via phone; on hold for hours... Then via email; no reply twice ... So then I contacted the TIO, amazingly, Vodafone then called me back. They said the network was stuffed and could not give me an ETA, but, would give 5 months at 1/2 price or to let me out of the contract.

I would like to stay with Vodafone as the service up until this point was great, so I opted for the former option.

However, Vodafone still knows there are problems and WILL NOT tell us when it will be fixed, they are trying to blame the individual's, rather than the network... This is wrong. I know 8 people on Vodafone, all with the same issues (not reported to Vodafone)

Even as of today (31/12/10) I tried to send a MMS 15 times, with no luck... I had two call drop outs (call failed) and poor reception. Think I live in the sticks or lead box? Nope, the main part of Sydney. What a joke.

I think my loyalty has run its course, mainly because of the contempt from Vodafone CEO and lack of information on any resolution.

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9202 Someone from VIC thinks vodafone is EPIC FAIL! at 30 Dec 2010 04:28:23 PM
I DONT KNOW WHERE TO START! I signed up for the service in September 2010, since then the following has occured:
- My iPhone4 has been replaced 3 times, thats right, 3 times!
- I have been to the ombudsman about not being able to receive calls, texts, voicemails and was offered by Vodafone a returned phone, yes, a second-hand handset as a replacement which I declined.
- My phone loses reception for hours on end, when I phoned Vodafone to find out what was happening I was on hold for 57 minutes before hanging up despite their voice recording saying the wait time would be 20 minutes.
- I paid my bill this month by Credit Card which was $85.00, Vodafone debited this TWICE from my credit card.
30 Dec 2010 04:34:43 PM: To be fair, it's not Vodafone's fault that the iPhone is just a crappy phone. It's from Apple, what do you expect?

But it IS Vodafone's fault for the terrible network! So sick of Voda...
30 Dec 2010 04:42:38 PM: Yes, it IS Vodafones fault, they directed my to go to Apple to say its their fault however after 4 phones its couldn't be any more obvious that its the network stopping the calls, texts and voicemails coming through...or the famous line 'You need to go back to the store where you signed up for the service', then they tell you that you have to call customer service!
30 Dec 2010 04:44:37 PM: Never had a problem with my iPhone 4 with Telstra :)
30 Dec 2010 04:49:45 PM: People can send me texts in the same room and they dont come through at all, then at about midnight I get an influx of texts that I have been missing throughout the day.....such a nice wake-up call

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9200 Someone from NSW thinks vodafone is at 30 Dec 2010 04:27:21 PM
I'm so sick of vodafone. My phone always drops out, I can NEVER access the internet and i don't even bother calling them anymore. I have better things to do then sit on hold for up to 2 hours. Complete waste of time and money. I will not be renewing with them.

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9198 Someone from WA thinks vodafone is totally useless at 30 Dec 2010 04:26:05 PM
I have been getting the typical drop outs etc...

I have now been onto vodafone two days now just trying to get to a point to payout my contract

day one was 1 hour on hold then told i have to go via network troubleshooting team before they will negotiate the contract termination,

so I end up talking to the the network team where the guy's says my area has known issues. But i still have to go through all the trouble shooting steps

eg manually set network then master reset my phone (great fun).

so today I phoned them back to let them know how it is went. still no good

I didn't stay on hold I got them to phone back ( 2.5 hours later)

well now my issue is being escalated and someone will contact me in the next 72 hours

A lot of running around to end a contract on amicable terms

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9187 Someone from WA thinks vodafone is bad enough at 30 Dec 2010 04:08:23 PM
i'm in perth, i go to different suburbs north and south of the river, wherever my work takes me, i use data on my iphone quite a bit to check emails and even surf the web using tethering with my laptop. the data network is SLOW. VERY SLOW. on the iphone i have to keep refreshing the webpage in safari several times before it even gets anywhere close to loading the page. on my laptop things are a little better but still slow. i put up with it and never bothered to call up to complain because the call center is ATROCIOUS. in the few times i've had to call, it has been difficult to understand the operator and the wait times have not been short.

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9181 Someone from NSW thinks vodafone is Customer service at 30 Dec 2010 03:46:09 PM
well unbelievably been waiting on hold for ans amazing 1.5 hrs with the same shitty music and the voice saying wont be too much longer, getting ready to tell them to jam there service where the sun dont shine.
30 Dec 2010 06:53:31 PM: they will hung up on you in a short while. wait and see...

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9177 Someone from NSW thinks vodafone is Awful!! at 30 Dec 2010 03:43:12 PM
I have recently switched from 3 mobile to vodafone less than a month ago and now i rarely have more than one bar of reception wherever i go and i am rarely able to send an sms or make a call without some sort of hassle!! The service is horrible, i had no problems on 3 and now i am stuck with the shitty vodafone service. Also, when i bought my phone i had to ring customer service to activate my sim which i was unable to do for 2 days as "customer care" constantly put me on hold for 40mins and then hung up on me!! Finally after getting through, asked to speak to complaints department then was once again hung up on, disgusting!!

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9176 Someone from VIC thinks vodafone is Bunch of Dumb Twits at 30 Dec 2010 03:42:53 PM
Ok just gone 2 hours on hold and was hung up on!
no one spoke to me just hung up on...

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9174 Someone from VIC thinks vodafone is Sick of hearing "hang in there, we'll be with you right away" AAARRRGGHH at 30 Dec 2010 03:37:32 PM
Yesterday I tried calling Vodafne 6 times, spending a total of 2 hours and 45 mnutes mostly on hold and I am yet to speak to someone who can assist. They only seem interested in transferring me to another area. Aside from 1555 is there another number we can call or does anyone know the magic word or number to press on their menu so we get through faster? I am at my wits end with this and it's really starting to cause me a great deal of distress. Can't make or receive any calls on my phone. Vodafone are useless. If I hear one more time the message "Hang in there we'll be with you right away"...I will scream.
30 Dec 2010 03:43:50 PM: Oh and im sick of that John Mayer dude and his poxy song too!
" i wanna scream at the top of my lung"
Boy do i ever!!
31 Dec 2010 09:12:01 AM: Oh and im sick of that John Mayer dude and his poxy song too!
" i wanna scream at the top of my lung"
Boy do i ever!!

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

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9169 Someone from NSW thinks vodafone is HOLDING TIMES at 30 Dec 2010 03:26:59 PM
Been waiting on hold for 48mins...still going

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9166 Someone from SA thinks vodafone is very fail at 30 Dec 2010 03:20:18 PM
MY husband chose vodofone for his buisiness,which he started on his own cause he was sick of being on a pension,it was a airbrushing buissiness,at first there were a few customers that coulndt get hold of him,due to vodafone service,txt messages not arriving 4 days.He has now lost his customers,and cofidence,we thought vodafone was a good telecomunicatoin company that is why we chose vodafone for his buisiness.now he has had to restart his buissiness,which has been very costley,we bought new fones thinking that was the problem,but the same things kept on going wrong with vodafone,when i rang them to complain,i was told all was fine and must be the fone,wich we now know was rubbish.My husband has a disabilty which makes it hard 4 him to do this sort of stuff,his airbrushing buissiness seem to help him but since all this has happend he has stated to get down on him self.we now no longer use vodafone we use optus,im hoping that now he mite b able too restart his car airbrushing buisseness,its not fair that a company can take your money for recharges and not deliver the service they say,a big company like that,taking advantage of people.We r thousands of dollars out of pocket thanks to VODAFONE.WE started the buissiness so we could start ivf tretment,but we had to put that on hold thanks to vodafone.I really hope that Vodafone relise what there dodgey service has caused a lot of people.thank u.MR and MRS WOOLGER.MURRAY BRIDGE.SA 5253

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9162 Someone from VIC thinks vodafone is at 30 Dec 2010 03:15:36 PM
OMG, im still on hold! 1 hour and 20 mins...i did get someone answer BUT she had to redirect me to another department as LARA THE GOOSE directed my call to the wrong place because her options SUCK!
so yeah im on hold again! or is it still?
Update u in the next hour!!!!

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9157 Someone from SA thinks vodafone is extremly! at 30 Dec 2010 03:02:26 PM
I rang the vodafone customer service no. 1300 650 410 at 2.30pm on 30th Jan and was put on hold for over two hours!!!! I am still on hold. I am sure it will be a vodafone record if I don't get through soon! This is extremly bad customer service. I just want to speak to a real person!
30 Dec 2010 03:33:06 PM: Do you mean 30th Dec, today?
30 Dec 2010 04:13:39 PM: Yes, sorry, today Dec 30,and I am still on hold!!!! It has been 3 hours and 15 minutes so far! If I eventually get though and I end up speaking to someone from India, I will SCREAM!!!!
30 Dec 2010 04:31:02 PM: I have been on hold so long now, 3 hours 25 minutes, that my home phone battery ran out and I was disconnected!!! I have wasted so much time on this and now my teenage daughter is really angry as she wont be able to keep in touch with her friends when we go on holidays tomorrow! Thanks for nothing VODAFONE! Goodbye Vodafone, WE WILL BE SWITCHING TO THE NEW "AMAYSIM" CARRIER ASAP!

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9153 Someone from ACT thinks vodafone is extreme at 30 Dec 2010 02:55:44 PM
I've had a Vodafone mobile for a while now and I have no HUGE problems with it except when I try to contact customer service using LARA. BUT I HAVE HUGE problems with their internet and accessing good customer service from Mumbai in India.

Besides my mobile, I subscribe to mobile internet. It can take me 1 hour to connect only to get constantly booted - it's worse during bad weather - wind, cloud, rain. I have been trying to post a customer request via the internet for the past 3 hours - I keep getting booted. I am also trying to contact Vodafone via my mobile and have been on hold for over 1 hour with LARA telling me to hang in there.

I am quitting both my mobile and internet with Vodafone and I will be joining the class action.

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9139 Someone from QLD thinks vodafone is Epic Fail at 30 Dec 2010 02:30:33 PM
I live approximate 5kms outside of and work in Brisbane CBD, over the past few months I've noticed my 3G service getting worse and worse, I'll have full bars of 3G, yet everything will just time out, sometimes putting it in and out of airline mode will work, but more and more it does nothing. After repeatedly calling customer care I decided enough was enough, this is where the real frustration begins.

I rang up customer care and was put through to tech support where I waited on hold for approximately half an hour, finally my call's answered, after swearing tooth and nail (not in a profane sense, as in trying to convince the operator) that I've gone through the trouble shooting steps again and again, have upgraded to an from a 3G S to an iPhone 4 since the problems began (eliminating my handset and SIM as cause of the issue) he finally agrees to escalate my call, I wait on hold for another half hour or so, only to be put back through to first level support, I explain to the technician that I've just gone through this process and am waiting to be escalated, he puts me on hold AGAIN. Another half hour of sitting on hold and my phone call is disconnected!

Furious I call back up, go through the same process of convincing first level support there's nothing wrong with my handset, I then go through to second level support and have a support ticket opened. Great finally getting somewhere.

Not quite: A few days later customer care rings me back up. They're closing my ticket on the basis that my location is considered a low coverage area. I was furious at this point:

1. I explained when I lodged my ticket this problem is persistent everywhere I go, Home, Brisbane CBD for work, Melbourne CBD. If Brisbane CBD SERIOUSLY considered a low coverage area?
2. I don't care about what the coverage is like at home. Whenever I'm at home, my phone is connected to my wifi, I have no need for 3G at home.
3. According to the coverage maps on the Voda website, my street has perfectly good coverage.

The customer care rep said he was going to go back to his supervisor and call me back.

Later on that afternoon I got a text message saying my support ticket had been closed and to give them a call customer care for details of the resolution.

To hell with that, I'm not going to go through the same process all over again and potentially get nowhere with it, prepare for case with the TIO.

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9127 Someone from QLD thinks vodafone is poor service at 30 Dec 2010 02:15:59 PM
Vodafone service has been pretty good to me up until I started receiving no coverage at my partner's home in Newtown 4305 even though the Vodafone website clearly states that there is coverage in this area. My frustrations come from the fact that I am unable to send messages and receive messages, access the internet, make outgoing calls and receive incoming calls when I am in Newtown 4305. Basically, I might as well not have a mobile. It is a real inconvenience to me and I've had to purchase an Optus sim in order to gain access in this area. I am not a fan of Optus but in this instance they offer the service I require. I do not see how it is fair that I am in a contract with Vodafone and am paying for such a service but am not receiving the service that was promised to me when I entered into this contract with Vodafone. I have tried to contact Vodafone customer service lines to discuss this problem, the only problem with this is that I am placed on hold for long periods of time. I also submitted online emails explaining my situation to Vodafone customer service personnel only to receive a reply email saying that the issue had been resolved before they had any contact with me. My perception of Vodafone was once good and now I beg to differ...

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

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9102 Someone from ACT thinks vodafone is at 30 Dec 2010 01:37:13 PM
Until the ACCC makes new recommendations, or the class action gets up, we still need to follow all the rules, yes it has been established and admitted by Vodafone that their is a problem but that doesn't give anyone the rights to stop paying or just port out and cancel, if you do this you will affect your credit file and you will be in the wrong.

Keep a diary of events, establishing the problem.

Figure out exactly what you would like to be done about it, be prepared to compromise!

Contact Vodafone tell them what the problem is and what you would like as a remedy.

If then they can't help you, then contact the TIO, or join the class action.

Wait times are crap at the moment of course because of all the problems, you will have to be patient and wait your turn, and yes it sucks, but until you have actually spoken to them and they have not agreed to help, they haven't done anything wrong!

And remember you'll catch way more flies with honey than vinegar, be polite, be reasonable, be patient, it always works best!

Customer care

1300 650 410



Another good tip, is put everything into an email and send it to them, of course as pointed out on this site you may not get an answer in a hurry, but it is still a log of information outlaying your problems, send a copy to yourself so you have a record, it will all add levity to your cause!

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9084 Someone from VIC thinks vodafone is Extreme fail at 30 Dec 2010 01:09:00 PM
I have been with Vodafone for 4 years. Prepaid only, but I spend about $50 - $100 a month on credit.

This problem started in September, when all of a sudden I had NO signal for a week. In order to make a phone call, or receive any SMS or Voicemails, I had to drive about 10km to a spot where I had 1 bar of signal, and even then, without moving the phone call would drop out.

Before this, I had a fairly good signal, only occasional problems. Well after trying to call Vodafone for 3 days, where they would have me on hold for half an hour and then hang up on me, I finally got through to an overseas call centre. I gave them all my details, told them my story, they said they would investigate the matter and call me back.

They have called me a few times since then to tell me that they are still investigating the matter. Now, THREE months later, I get another call from them saying that they had to upgrade something on one of their towers, and that is what was causing the problem. They asked me if I had an improved signal, I said no, half the time I have no signal, and the other half I have one or two bars of signal but the phone calls drop out, break up, and I receive SMS and voicemail sometimes hours after they were sent.

Vodafone then told me that they will give me another call in a few days to update me on their "investigation". Let me guess, they will just say exactly the same thing?

I am a casual shiftworker - on-call - and I cannot count the amount of shifts I have lost because my employer could not get in contact with me.

My fiance is also with Vodafone. He has been with them for a very long time. He unfortunately locked himself into a new contract just before these problems started. Now he is stuck with almost non-existant reception, and a poor internet connection, when he can actually connect.

I've had enough. I rely on my phone for many things, and it has been an extremely stressful time for me, ever since this started. I'm sick of Vodafone's excuses.

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9062 Someone from WA thinks vodafone is outrageous at 30 Dec 2010 12:21:51 PM
this has been going on for far too long now, a large company like vodafone should have rectified this ridiculous problem promptly and chaos would not have escalated to this. I will be ending my contract if they dont have something to offer for compensation!!!! I have so many calls needing to be made for work related issues, i ALWAYS need my maps and internet and the expensive cap i am on means i'm paying for SWEET FUKALL but my own FRUSTRATION? haaaa ive never seen a company descend in reputation so quickly. I have an Xperia, anyone who says its the phone itself or the complainants are jumping on the whinge wagon are as dumb as dogsh!t....this site is for customers, not people who work for vodafone! GET OFF and stop using our space!

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9061 Someone from NSW thinks vodafone is Big at 30 Dec 2010 12:19:14 PM
I've signed a 12 month internet plan and have had some connection problems in the past but not as long as the one lately. For the past month I haven't been able to get onto the net and if so for about 5 minutes or so. I tried calling but there was a waiting time of 40 minutes. When I did finally get through, the indian call centre guy said that the problem would be solved in the next few days ( 3 weeks ago). I've then emaied VF and they have given me $39 credit as a "good will gesture". What's the use of giving me a credit of $39 when I'm using my mobie phone for my internet? The bill on my mobile is going up and I'm stuck with 6 more months on my VF usb contract.....I've then emailed VF once again and told them that I would like to break my contract if the connection kept failing and they advised me to call the 1555 number and call cetre. I don't think I can be put on hold for another 40 plus minutes using my mobile. Thanks for letting me vent alittle....

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9042 Someone from NSW thinks vodafone is Major fail. at 30 Dec 2010 11:52:47 AM
Ive been with vodafone for about 6 months, always had pretty shit reception but never really thought anything of it, i guess cause i assumed i wouldnt be able to get out of the stupid contract either way.
then my phone gets stolen, of course i have insurance because i had an iphone, then i call vodafone to block my sim, wait on hold for 2 hours, they then tell em they will call me back, wait another 2 hours. then they tell me i have to go into the shop to get a new simcard, so i do, and the system is down so i cant even activate it. then i want to activate over the phone that night, another 2 hour wait for a call. then they tell me i have to call the insurance place the next day, they tell me i need to call the police. then they tell me i need to call the shop and get a proof of purchase, call the shop and they say yeah yeah 2 minutes n ill send it.. 2 days later and they never sent it. so now i have to call the shop again who arent answering their phones now. absolute bullshit!!!!!!!!!!!!

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9035 Someone from VIC thinks vodafone is UNFARKINGBELIEVABLE at 30 Dec 2010 11:27:01 AM
Although they have their call centres in asian countries for cheap labor,the wait time to talk to them is more then 30 freaking minutes.
i finish my contract with them in 4 months,
But i really think the Australian Government should see this website and have an idea what the customers are going through and Vodafone should compensate all the people who are in trouble.
-No network
-No network even in Roaming
-slow internet
-long waiting time to speak with a customer service representative
-Voicemail unavailable/delays
-voice breaks

30 Dec 2010 11:31:09 AM: so true the government should have seen this website!!
30 Dec 2010 11:50:13 AM: They definitely should, maybe when they get back from holidays!
30 Dec 2010 07:47:03 PM: They dont care, they have tax payer funded Telstra phones, remember the big bills they rack up, cast your memory back.... Just change to telstra, and ditch Vodafail.....
9 Jan 2011 10:06:36 PM: The Fed Govt does have a fall back for you: Contact the Telecommunications Industry Ombudsman - they can actually order compensation be paid if you can prove your complaint. Good luck with it!
10 Jan 2011 04:37:02 PM: No..o.o.
The TIO is industry funded. ie "self-regulation" aka "fox protecting the henhouse"
aka- Government "too hard basket" aka government not fulfilling it's responsibilities

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9031 Someone from NSW thinks vodafone is a bunch of idiots at 30 Dec 2010 11:14:05 AM
After being with Optus for 8 years without one problem - I stupidly switched to Vodafone as they were the only provider to carry a new model of phone I was interested in.

I made the switch and have had nothing but problems since.

Living in the inner west in Sydney I constantly get no signal and calls dropping out. It would sometimes take hours to receive an SMS. I had previously never had any problems with Optus at the same address.

I cant explain how frustrating it is when you really need to contact someone and you have no network coverage. You go through the process of switching the handset off and on. Turning 3G off and on. I have come very close to smashing the phone on the ground.

I could understand some people having network issues in regional areas - however i live in the inner west - 10 mins to the centre of the CBD!!!

I had enough so I thought I would call Vodafone and find out what the go is. First time I called in the morning at about 10am - the wait time was 35 mins. I tried again at 1pm - the wait time was 48 mins. Do they have 6 people working for the whole company???

I lodged a complaint via email and explained my frustration - two weeks later I back an email with a blanket list of things to try. I replied answering the questions - I have now waited a further two weeks with no response.

Why do we keep paying for a service that does not function?

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

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9017 Someone from VIC thinks vodafone is Drop outs/ Loss of phone at 30 Dec 2010 10:52:49 AM
My phone calls constanly drop out after being on hold with Vodaphone for over 2.5 hours finally when I got to speak to someone the actually ended the call.... you can imagine my frustration.....

Before hand in Aug 10 - I purchased an new Iphone 4 after thinking that I had a flaulty phone I took it back to Vodaphone they advised me that it will only take a week to repair !!! This was in OCT 10 I have still not received my phone and the worst part was that I was still paying for the plan... I had to argue with Vodaphone to get my plan termindated......As Voadaphone has lost my phone!!!!!

When I finally was able to get through to someone at Vodaphone I told them I would like to terminate my contract... Well that was not that easy...!!!!

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

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

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9003 Someone from VIC thinks vodafone is Drop out even though caller six houses away at 30 Dec 2010 10:40:32 AM
I have got out of the mess by getting rid of the problem vodaphone I was a mobile hairdresser and when I signed up was assured that in the area where I wished to conduct my buisness ther were three towers on complaining (sometimes on hold for two hours then hung up on) they said yes the towers were in the area but never promised great coverage which was true I just thought now I don't think about the sopplier without nealy having a breakdown
Al Watts

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8994 Someone from NSW thinks vodafone is Total CRAAAP! at 30 Dec 2010 10:20:56 AM
My reception is crap, my calls always drop out, My mate told me to put the settings on 2G from 3G, So basically I bought a 3G phone with a crappy service provider who cant even provide the 3G experience, and the bastards have kept quite about this, rather than come out and tell their customers, this is a joke and to top it off you call get put on hold for 1-3hrs, and then transferred all around India, also the Indian Sam who is the supervisor at the Crappy Indian call centre told me since I have been a customer for two years and have never brought up the crappy service their is not much I can do, this is despite trying to call them numerous times, F*CK VODAFONE! now im getting my ombudsman involved!

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8990 Someone from VIC thinks vodafone is Shocking customer service at 30 Dec 2010 10:09:42 AM
I wait on hold on the phone for more than 30 minutes each time I try to call Vodafone with a problem. They don't seem to care at all about customer service, the service they do provide is shocking anyway. My partner and I started with Vodafone a little over a year ago becuase they had a free 'Vodafone to Vodafone' offer which we took up so we could contact eachother for free. Within months Vodafone started charging us for all the calls and text messages to eachother. Their invoicing system is a mess, randomly charging me $800+ with no reason at all!!! I refused to pay so now they have shut my phone down and I can't use it. Thanks a lot Vodafone.

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8978 Someone from VIC thinks vodafone is Seriously appalling at 30 Dec 2010 09:44:56 AM
I had my mobile stolen. So need to activate a new pre paid sim card. This took me three weeks of approx 15 calls and waiting up to 56mins on hold with no answer. I then attempted contact by email which I was called back after two days. Then I was given misinformation about what sim I needed to obtain. Apparently I needed to get a sim from the vodafone store not any prepaid sim from the supermarket. Why would you go to the vodafone store, then go home to call Vodoafone to activate? I managed to get a sim at the Vodoafone store from a very uninterested customer rep who said he could not activate the sim as the system was down. So I had to go home and try and call vodafone again at a later time. Eventually after several more attempts to get through with no luck. I emailed again. I was eventually called back 2 days later. I requested the last three weeks of my prepaid credit be extended which they said they will do. But never happened. I then put forward a complaint in writing/email outlining all the issues including a print out of all the calls I made and how long I waited with no answer. The response completely ignored all the issues and basically just said they were very busy. Very poor show from a major international communications company. I will be switching provider as soon as possible.

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8968 Someone from NSW thinks vodafone is MASSIVE at 30 Dec 2010 09:35:27 AM
I have consistent drop outs on my phone of calls, am missing calls and there are also problems with the delayed receipt of messages. All of these are on a phone I use for business and it dropped out when i was negotiating a contract, needless to say i looked like a fool. I thought i would call up vodaphone and see what they can do. i called 6 times in total, it dropped out twice whilst doing that. One of these calls i was on hold for 138 minutes and 57 seconds before it decided to drop out. these guys suck, go somewhere else for a phone

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8945 Someone from VIC thinks vodafone is Extremly!!! at 30 Dec 2010 09:18:06 AM
I am sick of my phone always dropping out of range. It is quite often that I am in the middle of the city and my phone says no service.
The 3G of it is awful as well - every time that I try to use it, it will be down. Mobile phones are supposed to be reliable, mine is so far away from that.
Leaving home with or without my phone would almost make no difference as it almost never works when I need it.
I have called customer service a few times and after being on hold for over an hour I got hanged up on - UNACCEPTABLE!!
I have six months left in my contract and then I am definitely getting the hell out of this company... And to any new potential customers - do not do it!! Signing a contract with these people will be something that you will regret for months to come.
30 Dec 2010 09:45:27 AM: COming from someone who is tempted by the 45 $ unlimted plan. The reception surely cant be THAT bad in central melbourne can it? ANd should improve after Christmas/ new year period?

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8944 Someone from SA thinks vodafone is THEY ARE GOING DOWN! at 30 Dec 2010 09:17:52 AM
I have posted on here previously but just need to vent my rage! RRRRAWWWRWR! I just spent 43 minutes on hold, to get soem f***wit in the Philipines who said he was attempting to look at my settings, and then he CUT ME OFF. You really, really dont want to do that to me. This is WAR. Ive reported them to the TIO.

Lucy, SA

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

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