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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17155 Someone from ACT thinks vodafone is 6 drop outs in 4 mins at 26 Apr 2011 02:39:24 PM
After using Vodafone for 6 years I have finaly gone over to the dark side... I am with telstra now.

There have been times when I have been making phone orders and my mobile would drop out every 10 seconds! After holding for 45 minutes to speak to a customer service rep about it the call dropped out :/

I went into a vodafone shop to ask what was going on (this was around a year ago) and I was totally lied to! They said it was due to maintenance on the 3g tower in the area I lived in. Said to turn off my 3g and it will work again. What a lame solution. Its a SMART PHONE for crying out loud! I use my 3g (or tried to)!

So in the end, after multiple call drop outs and failed attempts, I left. Nothing else left to do really. Its not going to be fixed any time soon.
30 Apr 2011 10:05:23 PM: You 3G enables you to connect to the internet at faster speeds, as well as receive MMS. If your 3G tower was under maintenance then your 3G is down. Despite this, your phone will continuing trying to pull bandwidth through this tower. As there is none, it will fail in this and you will receive poor service. Turning your 3G off will switch it to a lower GHz, which will be working, and allow you to make a call no worries. At the sake of your internet you will be able to use your phone. If this is a problem then it is your fault for becoming so reliant on your phone.

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17152 Someone from SA thinks vodafone is Rubbish at 26 Apr 2011 01:59:43 PM
I have recently been released from my Vodafone contract after 14 months. I finally got fed up of having a 3G smartphone that I couldn't use because of the pathetic network. I drive 45 mins to work every day and use that time to call people, catch up etc. Unfortunately there were so many blackspots along the route that I would routinely have 4 or 5 call drop-outs. When I finally got to work I would rarely have full 3G coverage (despite the coverage maps suggesting otherwise) and if I walked inside any of the buildings at work the network dropped out completely.

I went to the Vodafone store requesting to be released from my contract only to be told that I would have to call customer services and that they (the store employees) couldn't do it for me. Just another reason why I'm happy to have left, the only thing they are interested in doing in store is signing you up to a contract, there is zero customer support. By making you ring the call centre you are effectively at arms distance and don't have to deal with your frustrations face to face.

I'm not happy about it but I have gone to Telstra; they are more expensive and the handsets aren't as good but at least I can use my 3G phone now anywhere I like...

Thanks for the ranting space Vodafail!!!

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17151 Someone from WA thinks vodafone is Awful at 26 Apr 2011 01:56:01 PM
Trying to get a username chnaged has taken more than 2 weeks !!!
This on top of poor coverage,drop outs and poor customer service.

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17150 Someone from ACT thinks vodafone is Extreme at 26 Apr 2011 01:41:17 PM
Not able to be fowarded to a customer service at any stage, just automated service only.

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17149 Someone from VIC thinks vodafone is very at 26 Apr 2011 01:33:44 PM
poor service

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17141 Someone from ACT thinks vodafone is TERRIBLY at 26 Apr 2011 11:19:48 AM
Had a problem in that Vodafone was repeatedly emailing to advise that the attempt to auto recharge my account failed. Twice a day, nearly every day for many months. They were trying to bill me for someone elses account on an old credit card number of mine that had been expired for nearly 2 years.

I rang them over a six month period at least twice a month. ON HOLD TIME was never less than 45 minutes.

Every time I spoke to them in their Malaysian call centre after getting on to someone whos accent was capabale of being understood, was promised that the problem was fixed.

So finally after MORE THAN 14 HOURS on hold and talking to people with a poor understanding of English, I got to speak to one of their supervisors, a lady named Magna, who helped finally fix it.


Curiously enough I have never had a coverage problem with Vodafone, but vodafones customer service is pure crap.

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17140 Someone from NSW thinks vodafone is Worst Service at 26 Apr 2011 11:08:25 AM
I want to cancel my contract with Vodafone due to delayed SMS messages, delayed voice messages, turtle like internet connection, poor customer service and now not being able to send text's on Easter Sunday.

Vodafone tells me I have to give the phone back or pay equivalent amount before cancelling. I have had the contract for about 12 months. Is this the case?
26 Apr 2011 04:45:03 PM: Give the phone back, of course. Unless you've paid for it or completed a full contract, it's not actually your phone
30 Apr 2011 12:18:11 PM: Contact the Telecommunication Industry Ombudsman. They got me out of my $70 per month contract and I was able to port my number to another telco and also keep the phone. If you have an Iphone, they are easy to unlock. Also the Iphone 5 is due out in a couple of months.

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17139 Someone from QLD thinks vodafone is Very at 26 Apr 2011 09:17:40 AM
Signed up Vodafone 24 month contract 5 months ago, reception at home is fine, however when out and mobile, have very unreliable connection and in particular with mobile interet access from my phone or when tethered. Have about 10 minutes connection at best whilst on 1 hour train trip to/from Brisbane CBD on caboolture line. Frustrating, also call drop out often when out and about and only about 70% coverage, often having to walk outside or move to higher ground to get reception. Currently on hold for over 75 minutes to Vodafone customer service and about to hang up.
26 Apr 2011 03:42:45 PM: You could always email them and request a call back.

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17110 Someone from Somewhere else thinks vodafone is People Fail Not Vodafail at 25 Apr 2011 05:36:41 PM
Quite simple really,

Like ANY company you will get the good, the bad, the ugly and sadly like all call centers there will be customers falling through the cracks. This is a disgusting display of human hatred and lack of understanding. I am not going to say 'toughen up' I am going to instead say the simple logical process.

1. If it doesn't work investigate and DON'T expect to get an answer if YOU created the problem (e.g. installed harmful progs/applications on your system/experienced a power outage etc) They are NOT technicians for PC hardware in that sense.

2. If you haven't paid your bill THIS IS YOUR FAULT you signed the contract to pay so much and YOU asked for the service. Getting anrgy and upset it has been restricted or rarely CUT OFF will get you nowhere! Please accept responsibility.

3. If you can't speak english GET HELP or ASK AROUND. Simple if you live in New Zealand and Australia WHAT DO YOU EXPECT an international language center just for you NO this does not even apply in your own country

4. If you have a bad experience place feedback believe me it will get to the right person if you explain this LIKE A HUMAN

5. LISTEN to advice and try YOURSELF to create a contructive call flow simple aye ;/

6. To add above work WITH the agent not AGAINST think about how you would like to be treated and spoken to.

7. Understand things take time and like all business not every system is perfect hence some years are great and others are bad.

8. THIS IS IMPORTANT!!! PLEASE PREPARE YOUR INFORMATION!!! If it doesn't work why doesn't it work, what can you see, what did you do before the issue it's simple people. If you made a payment and it has NOT shown up then find out where you paid it to. If the service for broadband work but then stops suddenly what are the lights doing? What happened to you're computer? What did you do differently? THIS HELPS!

9. IS IT THE PROVIDERS FAULT YOU WILL LOOSE MONEY ON THE BUSINESS NO!!! Unless this is a BUSINESS account then you will not get any sympathy nor will this speed up ANY process. The only time something can be speed up is when their is a LEGIT MEDICAL REASON AND YES provide evidence! PEOPLE LIE to get what they want thats why they need it!!! Plus most Terms and Conditions will say it is NOT ALLOWED to have a business account on a residential account.

10. DO NOT call through and expect credit for something like an ENTIRE MONTH that is unfair especially if you have only had 1 issue that took a day to resolve. Any compensation is good compensation people.

11. Lastly posting experience that you have on this website is horrible to read and terrible to discuss. It great voice an opinion on a forum/chat blog but to go as far as coverage/how to guides/alternative/what you got/how long you were on hold is disgusting. Please take a look youself to see if you helped or made the situation WORSE in most cases because YOU were impatient you rushed a process that needed time to complete like MOST things in life.

If you have a good experience with someone please call through and ask for them again have you tried this?

I know I am going to get the hate speech after this post but hey I too have had terrible customer service but I don't make a website about it. I simply brush it off but also provide CONSTRUCTIVE feedback to the company providing the services.
25 Apr 2011 05:49:33 PM: Thanks for the commentary. This site was created because Vodafone was denying that any customer service or network problems existed and refused to provide information on when customers' problems would be resolved. As stated previously, creating this website was a last resort as Vodafone didn't want to listen to any standard complaints.

Vodafone finally apologised and announced serious plans on Feb 23rd:

If you are looking for constructive feedback you can see the 27 page, 6000 word report ( http://vodafail.com/report.php ) that I wrote on Vodafone's problems and how they could have reacted better to those problems. It also contains suggestions that Vodafone is now largely trying to follow in their plan announced on Feb 23rd.

When products and services are significantly failing for so many people, customers should not ignore it or brush it off. You should try and get the problem resolved (See our how to complain page) but when that becomes difficult you don't just give up. And if it takes national media coverage and a website to make them fix the problem then someone will make an effort and get it done. This time it was me but I'm sure for the next company it will be someone else.


Vodafail.com Moderation Team
25 Apr 2011 06:06:36 PM: OP: You are wrong on so many levels.
25 Apr 2011 09:23:53 PM: If you have time to write 6000 words and create a website promoting negativity because you had a poor experience for a few weeks, you have too much time on your hands.
25 Apr 2011 09:40:22 PM: OP: you are a complete dickhead
25 Apr 2011 11:12:29 PM: Seriously, why come here to criticize the purpose of this site when you are in the minority.....I don't think that the person with too much time on their hands is the moderator or site owner!

As for working with call centres....the frustrating thing about the Indian call centre is the people who tell you with great authority what the issue is and what's done to fix it, only to find out that nothing happened, there's no record of your call and the next person you speak to doesn't believe anything you say. I work in a call centre here in Australia....if we did that, our business would be investigated quicksmart.
26 Apr 2011 07:28:08 AM: English is my second language, and that might explain why I have difficulties understanding your message : I am still trying to decipher "What happened to you're computer? ", I can not find the word "LEGIT" in the Oxford dictionary , and the fact that you did not use one single 'comma' in the whole document , led me astray. Obviously, you have plenty of time in your hands to become a writer, but it is a real pity that you are dickhead . Don't misunderstand me : I still give you some credit for been able to put a few sentences together, some almost coherent . Please , don't give up !
26 Apr 2011 05:24:06 PM: So, basically you're saying it is OUR fault our emails bills don't arrive in our inbox, even though we have rang them numerous times and triple checked the email address (which is right). I think someone actually works for Vodafone here...
30 Apr 2011 04:56:47 PM: When you ring Vodafone to tell them there's a problem, they won't believe and insist on going through the idotic script of checking all your settings no matter how many times you tell them the problem IS at their end. When they finally realise "enough" people are complaining so the problem is their end, then they are incredibly slow at fixing it (if they even bother at all!), it rarely ever appears on the "Network Status" page, and often simply fails again a few hours / days / weeks later because they didn't fix it, they simply patched it or rebooted the server. :-(

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17109 Someone from NSW thinks vodafone is Epic Fail at 25 Apr 2011 05:28:54 PM
Vodafone changed my voice mail security pin without my knowledge. I called the customer service line and was put on hold for 5 hours before being told that they where not sure as to what the problem was. I finally went to the vodafone store, where the best they could do after 2 hours was disable my voice mail completely.

So now instead of voice mail I cannot access, I simply have no voice mail.

Along with this issue, the signal is flakey at best. Trying to use the 3G connection on my phone to access online banking took 45 minutes. As everytime I passed the security pages, the signal would drop and I would have to start from step 1.

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17108 Someone from WA thinks vodafone is Pathetic at 25 Apr 2011 04:48:10 PM
Have been with Vodafone since about 2003.

Almost on a daily basis i have no coverage, calls dropping out, not being able to send a text.

The internet coverage is so erratic that there is no way i can trust it. With no regards to how much coverage i have the internet either just doesn't work, has extremely low speeds or is brilliant. At work i sit in the same seat and throughout the day my coverage varies and my internet goes from super quick to non-existant.

I can not remember the last time i've had full coverage, usually two or three bars while others with the exact same phone but different network have perfect, full coverage.

My vodafone mobile broadband stick also has the same issues, works perfectly then just stops for no reason.

I have tried on many occassions to contact vodafone through their customer service phone number, but i have waited for over an hour on hold only to have my call drop out, and have not yet been contacted by Vodafone regardless of me using the 'call back' system.

I had a contract with Vodafone NZ, which i cancelled back in September 2010 (three months after i left NZ). I gave the operator my new address and phone numbers and asked that any remaining bills and fees please be forwarded to me and i would be happy to pay them as i was breaking contract. Last week i received an email from a NZ Debt Collector saying that despite many letters sent to me by both them and Vodafone NZ i haven't paid my overdue fee and if i didn't pay it within a week i would be listed as a debtor in N.Z. AND Australia!
If they had my email all along why didn't they contact me in regards to this earlier, now i have to pay $80 more fees and have a worse credit rating.


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17106 Someone from NSW thinks vodafone is Extremely Poor at 25 Apr 2011 04:02:41 PM
I recently purchased a $39 pocket wifi broadband on a 12 month contract, I was advised that my suburb was well in the Vodafone coverage area.

My problem is that I'm constantly required to refresh my web page for the past month. I've reported it to Vodafone & they replied that there is currently work being undertaken in the area & advised me to be patient and wait till the work is complete & if the problem persist, report back to them.

Also, the customer service on Hotline 1555 takes an average of 15 to 20 mins to answer their calls. I hope they sort this out soon as I'm paying a subscription for nothing.
25 Apr 2011 05:43:28 PM: Can be busy some days like any service provider, di you describe in detail the real issue or just say it doesn't work? Cos that will get you no where. Explain in more detail your problem please.
26 Apr 2011 05:21:51 PM: @ 25 Apr 2011 05:43:28 PM: Mate, he has written the post. Why should he go into great detail for you? It's good enough for me, the bloody thing runs like a dog, nuff said.
30 Apr 2011 10:08:19 PM: He wasn't requesting that the issue be explained to him, he was saying that if you explain you problem to customer care in more detail then they will be in a stronger position to resolve your issue. Simply stating 'my internet doesn't work, fix it' will get you nowhere. Also, I would love to see the call centre that connects you almost instantly. 15-20 minutes is very good.

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17105 Someone from WA thinks vodafone is Service coverage at 25 Apr 2011 02:52:45 PM
I have recently joined Vodafone, due to their cheap plan. It's cheap due to their shitty ass network systems. I have lost coverage in West Perth. Seriously, who provider should lose coverage on a regular basis in West Perth.

My phone calls consistently drop out, i get download speeds of 14kbs -29kbs on a regular occasion, but i've also had up to 2000kbs. these inconsistency frustrate me. it is embarrassing to try and download something at these speeds in front of potential clients. When they whip out their blackberry's on their Telstra plan, no problem.

So i called their team who deals with complaints. I spoke with the person on the line and he their internal systems are down and someone would call me within 2 hours, 6 days ago. Still no phone call, possibly due to no network coverage in the city.

disgruntled customer
25 Apr 2011 05:45:14 PM: Why not try again and get your facts sorted too. Perform a weekly test and advise time of the day that are good/bad.
26 Apr 2011 05:23:26 PM: @ 25 Apr 2011 05:45:14 PM: He has got his facts sorted. You are just too dense to see them.

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17084 Someone from VIC thinks vodafone is MassFail at 25 Apr 2011 09:24:51 AM
I have been with vodafone for 7 years and after years of poor service I have never been so angry as I am now after the sms outage yesterday. I have not contemplated leaving vodafone until now, I normally upgrade my handset before my contract is up and i stick with them another 24 months. Not this time!! I will pay whatever it is to cut contract wih Vodafone!

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17059 Someone from ACT thinks vodafone is Biggest fail ever!! at 24 Apr 2011 10:02:18 PM
Happy Easter to my family! Pitty I can't text to tell them, or call for
More thAn 30 seconds without a drop out. I live away from all of my family and this has just ruined my day. Not to mention to regular drop outs, crap customer service, bull crap reception and the big arguments I've had over billing! I've tried to get out of my contract but I have to call to argue my
Point, however they don't realize I CAN'T CALL because of
Dropouts!! And I don't have a landline... They never call me back! MASSIVE FAIL I reckon!!!!! SO SICK OF THIS CRAP

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17053 Someone from ACT thinks vodafone is Get mad, not even at 24 Apr 2011 09:30:11 PM
To all the poor people who had SMS problems today.....just break your contract...it's not that hard, you really don't deserve the grief! Again...

How to break your contract:

I found that sending WRITTEN CORRESPONDENCE was best, as their charter states that they have to reply in writing and that way you are not there all day talking to some wombat overseas with the risk of the call dropping out half way. At least with a letter you know how long it will take to get done.

Write to them at
Vodafone Customer Complaints
The Correspondence Team
PO Box 2580
Kingston DC, TAS 7050

and tell them what you would like - most likely, you want out of your contract because the poor service is unbearable. Tell them that you don't have all day to be on the phone to their technical staff and that the onus is not on you to prove that the service is poor - and in any case they are free to come around outside your residence and do some signal testing if they really want to be proactive.

Be clear and concise and outline what you feel to be appropriate resolution.

They will most likely provide a poor response, demonstrating that they haven't even read your letter properly. At this stage you elevate it to the TIO, having done your bit to resolve the problem.

If they suspend your service due to non-payment of your bill (like they did to me) you can remind them that the amount is in dispute and that they can't legally apply credit management action, but they probably still will.

Slowly but surely the TIO will contact you and ask if it's been resolved. You will probably hear from someone in the resolutions team who is actually competent and skilled in customer service, trying to help (remember that the TIO is like a gun to the head for them). In my case, they offered to cut my bill in half for the next two months, and if the service didn't improve I was free to walk - sounded reasonable. After finding the service worse than ever in the following week, I decided to call him back and advise that I wanted out now. He agreed - just asked me to return the handset.

In short, it's not hard to break your contract (from my experience) provided that you have a genuine problem, have tried to resolve it with them, are reasonably patient and methodical and involve the TIO at the right time.

Good luck

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16974 Someone from WA thinks vodafone is 100% at 24 Apr 2011 05:50:28 PM
Been a customer for nearly 3 years! Always had poor reception/dropouts/disconnections & sub-dial up speed. Regular calls to customer service yield no help & still having problems! VERY FRUSTRATED with this totally messed up 'service'(for want of a better word!)
How much longer can they continue to serve up this garbage & call it highspeed broadband? The so-called service we pay for in non-existent! Major vodafail! Not happy!!

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16959 Someone from VIC thinks vodafone is vodafone is total fail. complete fail. the end. at 24 Apr 2011 05:30:51 PM
Sunday 24th april 2011, in melbourne, i among other vodafone users i have called have not ebeen able to send or receive texts for at least the last hours, their website is calling it an 'unplanned service interruption', they should just call it 'our network'.
Have been experienceing problems with vodafail for almost the last 12 months, went thru hours of the rigmarole with clueless customer service, eventually lost it and told the guy to stop talking s**t and just recognise that i, like 15000 other people were effected by this rubbish network. after a slight pause he amazingly said, 'yes, thats the problem, would you like to cancel your contract?'. He organised for contract cancellation people to call me the following week, after 6 weeks i received no calls, called back only to be informed that they wouldn't cancel my contract, despite me being able to provide the name and reference number of the previous customer service worker. beyond angry now i argued for the best part of half an hour, the final resolution being stupider than anything vodafone had come up with so far - they would not cancel my contract, but rather would credit me the remaining 8 months of the contract at $115 a month. So despite the fact that i would no only cost them money, they still wouldnt cancel the contract, amazing.

while i'm ranting a quick note, on a week in tasmania recently, i had service for 1 day out of the 7 i was there, sure i can understand them not having complete coverage, thats fine, but was astounded as i walked through launceston, with no service, and saw a vodafone shop. I went in and asked the guy what are you doing here selling phones when you have no service, his reply was brutally honest: 'you tell me'. he said it was an absolute joke that they even had a store, and that all he and the other staff did was to advise people like me on holiday that there was no service.

'you asked, we ignored you'
25 Apr 2011 12:00:47 AM: Had exactly the same experience in Tasmania. Broke my arm in a remote location and my phone was 100% useless! No reception until I got to Hobart. I saw that same shop in Launceston and had a laugh.

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16955 Someone from NSW thinks vodafone is at 24 Apr 2011 05:26:35 PM
Can't send any texts and the customer service line is not answering any phone calls by saying there's an error and I have to try again!

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16900 Someone from VIC thinks vodafone is Pathetic Service at 22 Apr 2011 12:22:43 PM
Why can't Vodafone simply PUT MORE CUSTOMER service agents on the phones! Every time you call in with an issue (and there are many issues), the wait time is INSANE! I've been waiting for 1 hour 40 minutes and still on hold being told "won't be too much longer"....
Vodafone Managament, you are pathetic!
If you really want to improve customer service - PUT MORE AGENTS ON THE PHONES! It is not rocket science.
23 Apr 2011 08:53:46 AM: Um it is Good Friday, you're lucky they are opened
24 Apr 2011 04:23:50 PM: More AUSTRALIAN-BASED Agents on the phones!!!

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16899 Someone from VIC thinks vodafone is PATHETIC at 22 Apr 2011 11:02:40 AM
I have been dramtically overcharged on my bill (overcharged in excess of $100 in all cases), 3 times over a 7 month period. Every time the bill arrives I have to review it, and then spend at least an hour trying to get through to customer service (while continually hearing some cheery recorded voice tell me they will be with me really soon!) and convince someone in India that there actually is an issue with my bill. Three times Vodafone have been unable to explain the billing issue, and after many hours of my time spent to convince them, credits have been applied each time. The most recent time this occured, it has taken me 2 weeks to get Vodafone to understand the issue and admit the bill is not correct. I have now received my latest bill, and discovered they are charging me a $10 charge for late payment on my last bill, all which was due to me trying to chase them and get someone to understand and then correct their issue in the first place.
Vodafone's service is an absolute disgrace. You have to ask what the management team is actually doing in the organisation to allow it to get this bad! The incompetence is staggering!
I've wasted enough of my time dealing with this incompetence, and now moving my mobile and my wife's mobile over to Optus! Well done Vodafone - another good customer you have thrown away!
25 Apr 2011 09:30:23 PM: Hate to tell you,but optus has just as bad shit reception, they have heaps of issues lately, i know heaps of people wanting out of optus, for bit extra $$$ go with telstra......
25 Apr 2011 09:37:03 PM: It would have been an automated charge, so it's not really anybodies fault and they could credit it straight away. But I agree with the above poster. Optus have massive issues with both service and support. Telstra is expensive but the way to go.
30 Apr 2011 10:12:11 PM: If you went in to a store and had them walk you through your bill then they would most likely be able to explain why you were being overcharged, or rather, why you were being correctly charged. If it was incorrect, they would be able to call and have it correct. If you didn't pay your bill on time they have every right to charge you a late payment and, as the above user stated, any incorrect charges can simply be credited back to you.
2 May 2011 01:53:46 PM: Your joking right. Another Vodafail person trying to make things sound all nice and rosey. You are a tool. Have you ever tried walking into a Vodafone store? If your not there to get a new contract or to purchase an accessory, then they dont want to know and tell you to call 1555 to get it sort.
30 Aug 2011 06:24:57 AM: That is absolutely correct. The stores will not assist you unless you're getting a new phone & new contract or purchasing accessories. They tell you to call 1555 to get it sorted. Absoluletly pathethic.

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16893 Someone from NSW thinks vodafone is Extreme at 21 Apr 2011 09:38:36 PM
How to break your contract:

I found that sending WRITTEN CORRESPONDENCE was best, as their charter states that they have to reply in writing and that way you are not there all day talking to some wombat overseas with the risk of the call dropping out half way. At least with a letter you know how long it will take to get done.

Write to them at
Vodafone Customer Complaints
The Correspondence Team
PO Box 2580
Kingston DC, TAS 7050

and tell them what you would like - most likely, you want out of your contract because the poor service is unbearable. Tell them that you don't have all day to be on the phone to their technical staff and that the onus is not on you to prove that the service is poor - and in any case they are free to come around outside your residence and do some signal testing if they really want to be proactive.

Be clear and concise and outline what you feel to be appropriate resolution.

They will most likely provide a poor response, demonstrating that they haven't even read your letter properly. At this stage you elevate it to the TIO, having done your bit to resolve the problem.

If they suspend your service due to non-payment of your bill (like they did to me) you can remind them that the amount is in dispute and that they can't legally apply credit management action, but they probably still will.

Slowly but surely the TIO will contact you and ask if it's been resolved. You will probably hear from someone in the resolutions team who is actually competent and skilled in customer service, trying to help (remember that the TIO is like a gun to the head for them). In my case, they offered to cut my bill in half for the next two months, and if the service didn't improve I was free to walk - sounded reasonable. After finding the service worse than ever in the following week, I decided to call him back and advise that I wanted out now. He agreed - just asked me to return the handset.

In short, it's not hard to break your contract (from my experience) provided that you have a genuine problem, have tried to resolve it with them, are reasonably patient and methodical and involve the TIO at the right time.

Good luck

ps. rate highly if you think it's valuable - I want as many as people as possible to know how to get out of what is a very stressful time with this bogus provider!!
14 Jan 2012 05:08:36 PM: why set out with the intention of breaking contract. Contracts are legal documents and you are bound to abide by them.

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16889 Someone from NSW thinks vodafone is massive failure. at 21 Apr 2011 03:55:05 PM
In the period of time that Vodafone had announced that they were having issues with coverage, mobile internet and over charging customers, I recieved a bill for $567. This is 5 times more than I had ever recieved before and I have been with Vodafail for roughly 30 months. I tried to get this sorted out as it was publically known that they were a complete shambles with their phone services. I recieved a... "$200" credit..? For a bill still 3 times more than it would normally been in the time vodafail had said they had issues? That was apparently the best they could do. I rang them back today and tried to organise a payment plan. I offered to pay $250 right then and there to keep my phone unbarred over easter. That apparently wasn't enough. I was supposed to pay $377 which was out of my means. I then asked to speak to her manager, a rather useful fellow that suggested I needed to speak with the relevant department regarding my reception and phone issues. He very nicely transferred me to the next department saying that he will advise the person as to the situation so we could get it sorted out. (I was a bit shocked at that point) After being transferred, I had to tell that person the SAME thing again. She said she would ring me back in an hour. I waited an hour, she got back to me and pretty much called me a liar saying that I hadn't spoken to anyone else before her EVEN THOUGH I was transferred to her by a supervisor. She then placed me on hold for about 10 minutes to find out more, after getting back from the hold, she transferred me to someone else that AGAIN asked me to tell them the same story. At that point I was beyond frustrated and gave the guy a piece of my mind. He repeatedly told me that there was -NO- notes made about this job and I had to explain it all to him because he didnt know what was going on. I explained it AGAIN, the option he gave me was to sort out a payment arrangement or a payment extension which wasn't what I rang them for. He then presented me the option with speaking to Customer Service if I believed that I was eligible for some kind of compensation. (I also brought up the public announcement of the problems with Vodafone and the buffoon I was talking to said he didn't know anything about it even though it's posted on Vodafail's website) I picked the option of being transferred to Customer Service to YET AGAIN explain my situation. And here it comes, the icing on the cake. I'm mid-way through explaining this all to the Customer "Service" representative, and I notice that the phone goes rather quite. AND TRUE TO AMAZING SERVICE BY VODAFONE, the call drops and they dont ring me back.
21 Apr 2011 06:16:34 PM:

The moral of the story is:

Just make sure you get the incident number, Vodafone CSR name and id, date and time of call, regardless of the number of people you have to speak to.........

For you my friend, the next step is the TIO, details at the top of the page on the How To Complain tab.

I understand they (TIO) will stop any disputed payments until a full investigation has been completed by Vodafone. Also it does focus Vodafone as they have a time scale to adhere to resolve the issue, the other good news..........Vodafone must phone you, not the other way round.

Good luck and let us know how you get on.

Vodafail.com Moderation Team

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16881 Someone from QLD thinks vodafone is Huh? at 21 Apr 2011 10:40:50 AM
After having constant connection problems with Vodafone, they blamed my iphone so i rolled over my contract and paid a fee to get a new iphone. Surprise surprise, i'm constantly uncontactable, receive voicemails days later, texts either never arrive or days late and constantly unable to make a call even though it says full reception. Have contacted vodafone and ripped into them countless times and get the same response "I understand your frustrated" or "We understand you are having network difficulties" or "we understand you need to be contactible" The last straw was when all my calls went straight to voicemail (of which I still havnt got those voicemails a week later) for hours and hours and as a result, my kid was stuck on the other side of town for hours. NOT FRIKKEN HAPPY! so once again, on the phone to 'We understand India' and after a half hour convo that got no where, she promised to call me back, and never did. I called them back and they hung up on me while trying to transfer. THEN!!! this is good... another Indian calls to make sure i was happy with the customer service! So i vent YET AGAIN. Hang up with no resolution. Get another call in an hour from... wait for it... AN AUSSIE! Wanting to check if I was happy. VENT AGAIN! She agreed that Vodafone was bull shit and understood why I was p*ssed off. Also found out that all calls go over seas too which is terrific cause there is a massive communication problem there and nothing ever gets resolved. I have had to go and buy a pre paid sim card and phone now to use when vodafone fails. in the past couple days, that has been 3 times. What a crock of sh*t. BAH!!!!!

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16869 Someone from NSW thinks vodafone is Beyond FAIL on every level at 20 Apr 2011 08:30:43 PM
After the usual shit service from Vodafone and mahy attempts to contact them wiht no luck, I sent an email to customer service requesting my phone was cut off given the consistent call drop-outs, lack of service etc etc. The usual right. My intent was end of contract given I had 2 months left.

They cut my phone off straight away. No warning, my phone just went dead on the first day I started my new job. This is also my business phone number for the business I run on the side, and the number I have had for many many years. They cut it off so it was not portable to another carrier.

Naturally I was furios and they confirmed given the situaion there would be no further charges on the account. I come home today to a debtor's notice for 2 months outstanding payments. For a phone they have cut off.

I have lost business, had friends and family emailing me concerned I was not contactable and they want to charge me? After emailing to say there would be no more charge. I am FUMING.

20 Apr 2011 10:16:16 PM: Could not agree more with you buddy, they have given me way more grey hairs than I deserved as an unsuspecting customer. There are ways to make them pay. Firstly, cancel your contract, and involve the TIO so they get fined. Secondly, help me make them lose business. Want a Vodafone Sucks sticker? I am mad enough to bankroll a bunch of them so that the message gets out. Need advice on breaking your contract? email me at vodafone.bad@gmail.com Don't get mad, get even!

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16862 Someone from ACT thinks vodafone is Shocking Service at 20 Apr 2011 04:59:06 PM
After many attempt at trying to resolve both mobile phone reception issues, mobile broadband reception issues and being told lots of times by customer service staff that "there is no problem", I have decided to abandon them as a service provider. Yesterday I took my USB stick to the Canberra store after over two hours and several people in customer services being unable to help me. In store the staff were unprofessional, serving several people at once and fooling around with each other. After 2 hours in the store trying to sort the same problem the manager eventually offered a months free mobile broadband. When it came to authorise it customer care services were down and they were not processing anything till today. I was promised someone would call me today. The young man I dealt with mainly yesterday had not followed it up, seemed surprised to see me today and had lost my phone number he did not seem too bothered that he had not tried to resolve my issue. I left with promises that it would be sorted today,only to get a phone call an hour ago to say that customer services have refused to give me the free month. Not surprisingly I got a bit annoyed. He has now agreed to call his manager to escalate it to him to get sorted. I am not sur that I have ever came across or heard of a service as bad as this.

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16855 Someone from QLD thinks vodafone is Epically at 19 Apr 2011 09:49:55 PM
Poor Service, Dropped calls even in the heart of the CBD, and a contract i'm locked into for another year yet :(

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16836 Someone from VIC thinks vodafone is -10/10 at 18 Apr 2011 03:01:37 PM
I have been overcharged, simply they lied about their free phone on the contract and charged me $5 extra on every bill + their extraordinary poor customer service
promising they'll fix it with next bill every time I called. All this with their poor network coverage and never working internet and 3rd grade handsets. After paying them 4 months on their false commitments, I have decided not to pay anymore...
18 Apr 2011 04:18:13 PM: So you don't get in trouble for not paying, file a complaint with the TIO. In the complaint you can put in the amount you are disputing in your bill and you won't have to pay until it is properly investigated. Check out of the how to complain page for more information on that.

Vodafail.com Moderation Team

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16830 Someone from NSW thinks vodafone is Continuous Problems at 18 Apr 2011 08:28:56 AM
I was with Telstra for more than 10 years and during that time did not have to call customer service, not even once. I have been with Vodafone for 5 months and have called their customer service 4 times.

I am in the same boat as alot of people. Calls drop out or go straight to voicemail, text messages delayed or just never received & poor network coverage in general.

The last instance with customer service was that "most likely" have a faulty sim card. So i jumped through their hoop this time and replaced the sim card on the weekend but expect to have the same problems.
18 Apr 2011 08:38:40 AM: What made you leave Telstra and switch to Vodafone?

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16829 Someone from NSW thinks vodafone is Contractual disaster at 17 Apr 2011 11:37:11 PM
I signed up with vodafone because i in England (where i am from) they have a good reputation. The main reason i signed up with them was the free calls to 3 and voda, which was useful because my girlfriend and a few others are with them. 5 months later and many over charged bills, dropped out phonecalls, no or very very slow internet, 25 plus waits in the voda shop, long waits on hold followed by awful customer service and generally a great deal of stress, i have had enough.
There have been no benifits whatsoever to being with vodafone and with my latest bill being double what it should be from going over my cap on its last day by trying to talk to my bank about problem i had with bill payments which were not my fault has given me yet another reason to leave them.
Also charging us to listen to our voicemail because we dont have the signal to answer the original call? Its ridiculous!
I support vodafail 110% of the way.

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16802 Someone from VIC thinks vodafone is ugh! at 15 Apr 2011 03:47:11 PM
Send in to voda feedback ---> this afternoon at work, a colleague who's not as technical as I or has a firm of a grasp on the English language asked me to assist with this phone. After setting up internet access on his phone a few days before, he asked if I could assist once again because internet had stopped working.
As the correct APN was selected and a reboot did not resolve the issue, I contacted mobile customer care. All I asked for was the APN settings for mobile internet, I didn't request to discuss specific account information or anything else that would violate privacy act stipulations. However I was told that you needed to verify the account before these details could be given, dumbfounded by this ridiculousness I requested to speak with a supervisor who sang the same tune, however did advise that the information was available on Vodafone's website. I kindly asked that he read the details from the website, this request was refused.

I thought you as organisation were aiming to lift your customer service standards, not perpetuate the bad reputation that you already have. A customer who is on the phone, who cannot access the internet is told that we cannot provide the information that is not protected by law and is openly available to the world, and you won't help out a customer by giving that information over the phone.

Well I may not be able to move my colleague off your network, but I can and do request that my service be terminated at the end of the current billing cycle.
Account number 70xxxxxxx is to be disconnected at the end of the current billing cycle. You may call me on 0416xxxxxx to confirm this if you wish.

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16800 Someone from NSW thinks vodafone is epic at 15 Apr 2011 01:56:14 PM
About 6 months ago my phone stopped working at my work address in Narrabeen. Months later, hours of MY TIME spent talking to customer service and technical support people, still no proper information or response. I have been with Vodaphone for about 10 years with no problems at all but am absolutely on teh point of leaving. Thank goodness I didn't respond to the offer for a new phone on a 24 month contract I received a couple of weeks. I am sick of their pleadings for me to "bear with them" or it must be the construction of my office (a timber cottage!) that is the problem. AAAAAAARRRRRGGGHHHH!!!!!

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16797 Someone from WA thinks vodafone is Epic, Epic Fail at 15 Apr 2011 12:03:18 AM
Long story is long.

I only switched to Vodaphone around a month ago. I had started having problems with Three (bad data coverage, late SMS delivery - or no SMS delivery at all, a monthly bill that seemed to be a rip off in comparison to the mobile contracts of my peers etc etc) and after two ranty calls to Three customer care, a nice man from Three called me at seven am on a Saturday, apropos of nothing, to offer me A DEAL.

And because I am a sucker, I took it - despite a chorus of my well informed friends screeching "NO! NO! VODAPHONE IS THE DEVIL!" at me. And despite the fact that I knew, in my heart of hearts, that the problems I was experiencing with three (excluding the rip-off plan I was on) were probably linked to the merge with vodaphone.

They lulled me with their siren song of opting out of my contract, a brand new handset, and zero cancellation fees. And now they have me right where they want me: on a 24 month $45 infinite plan, with $10 handset repayments every bill.

At first it wasn't so bad. I did notice some patchy connectivity, especially with data coverage, but it didn't really cause me any major inconvinience. I am not -terribly- bothered if I can't check into the train station, on foursquare, on my way to work in the morning. Sure, it's a service I am technically paying for - a reliable internet connection of my smartphone - but hey, what's the very occasional outage, right?

Only in the last two weeks, it hasn't been the occasional outage. It's been 'no internet for you!' at least 50% of the time, despite the fact that I live ten minutes from Perth city, work in the CBD, and rarely venture farther afield than the inner suburbs.

And then there are the calls that people apparently made to me, that...I never got. Strangely this seems to mostly happen when other vodaphone customers are trying to call me.

And then yesterday, I experienced exactly the same problem that I was having with three last year. I had arranged to meet a friend for coffee, but a work meeting ran late and I had to text her to cancel (couldn't call as I was in a meeting). I sent her a message and received no reply, but figured maybe she just hadn't seen the need of a response. Around forty minutes later, I got a message from her saying "I'm here...where are you?". I sent her another text reiterating my first message, and adding "...did you not get my first text?".

No reply for awhile, then another twenty minutes later "...um, ok, well I've waited nearly an hour now so I guess we'll catch up another time. Bye."

Vodaphone. This is bad. When I tell my friend, later, "Oh shit I am sorry, I did send you a text! I don't know why you didn't get it!" it is going to sound like a crappy excuse. In fact, it IS a crappy excuse, because I've just wasted forty minutes of my friend's time because of your fucking fail telecommunications. You know the irony? Yup, SHE TOO IS A VODAPHONE CUSTOMER. So, basically, you can't even send text messages between users on your own damn network? Seriously?

Now obviously in this case, no greater tragedy befell either of us due to this telecommunications glitch. She got forty minutes of her time wasted, and I feel like a dickhead because of it. Nobody got hurt. Nobody died. But what if I'd been trying to make a call to emergency services? Or organise something more pressing and important than a coffee with a university colleague?

I'm not naturally a 'complain-y' kind of person, but I called vodaphone customer care today to chase up these issues (my data coverage, and this issue texting this friend of mine). I made it very clear to 'LARA' that I was making a complaint, and was put swiftly through to a customer service rep (points to vodafail for this one - at least I wasn't on hold forever).

The lady I spoke to was a very good listener, but did not offer me anything in the way of empathy or support. There were lengthy pauses after I'd spoken, and at length, the best she could do was offer to put me through to tech support. Now, to be honest, having called vodafail with a legit complaint, and having made it clear that I don't feel this is a problem on 'my end', and that I am very dissatisfied, I kind of expect to be offered some form of compensation. Obviously I am deluded, in that regard, but anyway...

She put me through to tech support, which seemed a bit pointless since I was pretty damn sure none of this was my problem, but I went along with it anyway, thinking perhaps tech support might enlighten me as to what sort of network issues they were experiencing that would mean someone ON THE SAME NETWORK was unable to receive my messages.

I reiterated the same story to the tech guy, who gave me the knee-jerk response of "Have you tried turning it off then on again". To which I replied "Yes" and reiterated (again) that this was a problem I had previously had when I was on three, that I knew other vodaphone customers had had problems with data coverage and messaging, that I was pretty sure it was an issue on their end, and that I was very displeased with it.

He then proceeded to ask "...what do you want me to do about it?"


The customer service/tech guy at vodaphone sullenly demanded WHAT I WANTED HIM TO DO about my problem.

I was pretty dumbfounded by this, to be honest. I replied that I had really only called up to register a complaint, that I was fairly certan he, personally, could not 'fix' my issue, but that I was hoping that by registering it as a problem he could tell me a) whether other people had been experiencing the same issue and b) what VODAPHONE were going to do about fixing it and/or compensating me for a service that I was paying for and not getting the full use of.

He proceeded to ask me for the number that I was calling from. I should note that he had already taken this number down when he first answered my call, so quite why he needed it a second time, I don't know. Then he asked me for the number I was having problems texting (this is after me having to explain, repeatedly, that I was able to successfully call and text SOME numbers, just not this particular one - that I knew of). I had to go into my phonebook to get the number, but I managed to read it out to him.

After he had taken it down, he talked to me for a few more minutes, then said "...so what was the number that you were having problems texting?"

Um. Really? The number I gave you a minute and a half ago? The number you JUST WROTE DOWN (presumably?). THAT number?

When I informed him that it was the number I'd just given him, he mumbled something that I didn't quite catch. I then asked "Sorry, what was that, I didn't quite hear you?"

The line was silent.

"...sorry?" I asked again "I didn't quite hear what you said?"



At this point I checked to see if the call was still connected. It was, but Mr Vodaphone didn't feel like talking anymore, apparently. I was so sick of the whole 25 minute conversation, at this point, that I just hung up.

I should also note that my first bill, which should (I thought) have been $55 (45 infinite + 10 for handset repayment) was $86. When I called about that, they informed me that as it was my first bill I was charged from the moment I began using the service, and for the subsequent billing period, but honestly I am a bit lost here. Does this mean I'm now paid up for a subsequent month? How does this work? Looking at my bill online, I certainly don't see that I've gone over my data or anything, so it shouldn't be additional fees for going over my cap - they've charged me for a month + the one or two weeks I was using the service before the billing period kicked in? I want to see a itemised explanation of this, but I assume I'm not going to get one...
15 Apr 2011 12:28:33 PM: i have had this exact same problem with the coverage for text messages, except it only sends messages which are less than 1 part in data charges, otherwise the message seems to not get through. if i try and be smart to get around it by sending two separate 1 part messages, neither of them make it through. i don't know whats going on there, i'm not even going to waste my time calling customer service after reading your post, the only option seems to be to ditch this crappy service and go with someone more reliable.
15 Apr 2011 01:02:29 PM: you have to make a complaint here: http://www.tio.com.au/ComplaintForm/ComplaintFormS1.asp

it takes 5 minutes, you'll speak to an Australian (and usually a pretty smart one), and they will actually achknowledge your problems AND issue compensation. PLUS there's the added benefit that when you lodge your complaint, Vodafone actually get fined =)
30 Apr 2011 10:20:24 PM: If you read the contract when you connected with Vodaphone it says (paraphrased) that you will receive two charges in your first bill, the first is a pro-rated amount from the time you start using your new Vodaphone service until the time your billing period starts (appox. ten days from when you sign your contract), the second is your first bill in advance. The pro-rated amount is a case by case basis, however if it transpires that your are already at your first billing period i.e. through a migration or something to that effect, then they will simply charge you the first month as would normally have happened, then the second month in advance. It all works out in the end and you do not get overcharged.

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16759 Someone from VIC thinks vodafone is Embarrassing for the Vodafone executive team at 11 Apr 2011 10:20:03 PM
I'm currently in the middle of a two year corporate voice and data plan, and I've been a Vodafone customer for several years. After continuous network issues since Nov. 2010 in the Melbourne CBD, suburbs, home and interstate I called Vodafone in Jan. 2011 and was given a vague assurance that a software update was in progress and would address my issues.

I've seen NO improvement after several months, so I'm trying to exit my plan with no penalties. Of course Vodafone's customer service matches the quality of service of their communications network - APPALLING. After calling them in early April to cancel my contract, I was not provided with a reference number even though I requested one, and then I received an email from Vodafone stating that they had not heard from me since I renewed my contract in Oct. 2010 and they could not terminate my contract without any evidence of problems.

Have they not seen the video their CEO posted on YouTube? Have their short memories erased all the recent and very bad media publicity? This company is UNBELIEVABLE.

I've since lodged a complaint with the TIO, but still there is no improvement from Vodafone's customer service (in fact it is getting worse). I'm continously asked to provide specific examples of VOICE drop outs (they seem to have forgotten that I've been paying them to also provide a DATA service over the last six months and it has been unreliable). Vodafone is also oblivious to the fact that I'm busy and don't have time to track details of call drop outs.

According to Vodafone I got it wrong somewhere, but I thought when you signed up for a telecommunications service you should get reliable service, and the provider could track and monitor coverage!

Interrogate and frustrate the paying customer even futher, what a great approach to customer service in the middle of a BIG PR disaster that is disseminating the Vodafone brand - this company is absolutely beyond belief.

Vodafone has obviously not learnt anything in the last several months. Can someone send Vodafone's executive team of clowns back to the circus?

Looking forward to getting off my plan at some point (my complaint is with the 'resolutions' team) and being able to contact friends, family, clients and colleagues when I WANT to, access the internet, check email and update my calendar when I NEED to - not when Vodafone's joke of a network decides to work.

My advice: NEVER, NEVER, NEVER sign up with Vodafone no matter how cheap or attractive their deals or plans are. This is not even a case of 'you get what you pay for' - it is 'you get a whole lot less than what you pay for'.

Can't wait to switch to Telstra. More expensive maybe, but at least I'll have reliable coverage.

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16757 Someone from NSW thinks vodafone is Totally at 11 Apr 2011 09:14:59 PM
I have signed up for a $29 cap plan for 24 month. As in the sales agreement I am entitled to $10 credit for the first 12 months. However, from the third months on, there is no $10 credit in my phone bill. I went to Vodafone's store, one of the staff made a long phone call to confirm my plan and promised me in the next 10 months $10 credit will be deducted from my monthly bill. For certain reasons, they could not adjust the amount on the already issued invoice.

I trusted them. I was so disappointed to see the same mistake on this month's phone bill. There is no improvement at all. I have to go back to the store and see what excuse the staff can come up with!

I hate Vodafone! I will definately switch to other network service providers once this miserable 24 month plan is over.

By the way, I am not the only suffering from such poor service. While I was waiting at the store, I saw a couple complaining the ridiculously high phone bill and wanted to cancel the plan with Vodafone. But they were informed that it was impossible as they had signed the CONTRACT!
13 Apr 2011 12:07:20 AM: Going over the usage that you sign up for and agree to is no grounds to cancel a contract without fee. Why sign up to something if you are going to disagree with it afterwards?

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16746 Someone from NSW thinks vodafone is TOTAL FAIL at 11 Apr 2011 05:10:50 AM
I just remembered that recently I called vodafail customer service and was on hold for 57 minutes. I nearly screamed. I hung up, after losing an hor of my precious life, and called the telecomunications Industry Ombudsman instead. they are currently dealingwith a voda fail caseon my behalf, where i tried ti pay my bill on the phone and the 'person' at the other end couldn't get either of my credit cards to work.

Then when I got my bank statement, they had charged me TWICE for the same amount. 3 months later I am still waiting to be reimbursed for this 'double' charge.

Last week the TIO asked me what resolution would satisfy me with my case and I said I just want my money back. Then I added, "Actually, I also want to be awarded $100 million in punitive damages so that vodafail don't give me such grief ever again." The TIO guy just laughed. But I was serious!!!

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16742 Someone from Somewhere else thinks vodafone is Pathetic at 10 Apr 2011 08:44:55 PM
*****Read this***
I have not received a satisfactory response at all. I have been following up for the past 3 months. All they do is keep making you running around stating that they need to look into it. They have not idea with regards to the seriousness on the situation. I have been a good customer for the past 5 years with Vodafone.

Sent: 08 March 2011 09:26
Subject: RE: ***Escalated Issue - Complaint# 164367205***

Good Morning Ms. Mundkur,

Appended mail refers; (9833518***)

I am writing to you as I do not have any option. This mail is being written twelve (12) days post my e-mail to the nodal officer. I have still not received a reply when your company states that I should receive a reply within three (3) working days. I am currently being faced with two (2) issues;

1) My incoming and outgoing is barred
2) I have been charged for a service that I have not utilised

I could write the issue again but I would really appreciate it if you could read the chain of prior mails before continuing reading my e-mail.

Reference #169740711
Further to the issues mentioned, I went to the Vodafone centre at Hypercity and the Vodafone rep confirmed that he saw the response to cancel the idata plan on my phone dated 5th October 2010.

I would appreciate it if you could look into this and have the matter resolved at the earliest as I am currently not able to keep intouch with my clients due to the services being barred. Just an overview, I have visited the Vodafone store 4-5 times in the last two (2) months and this is my third email to have someone look into this. For which I have not had a satisfactory response.

Thanks and regards,

Sent: 25 February 2011 19:22
Subject: RE: ***Escalated Issue - Complaint# 164367205***

Good Evening Mam,

I am writing to you because I am facing an inconvenience with my service provider. I have my Vodafone connection for the past five (5) years and term myself as a sincere and devout customer of Vodafone.

The issue I am facing is; On 3rd October 2010, as I was travelling outside the city, I requested for the idata200 plan to be activated. Post my return to Mumbai on 5th October, I cancelled the plan (for activation and de-activation I have sms messages to and from Vodafone). Additionally, I called Vodafone to confirm the cancellation and I was informed that it would be cancelled from the following billing cycle. I was OK with that.

My billing is generally very high on a month-to-month basis, and I generally pay more than what is required as I mostly make the payments late every month. So I continued making my payments and in the month of Jan 2011, I found out that my bill was extremely high, so I checked my bill and found out that I was charged for the idata200 plan from October till date.

I have had an iPhone for the past two (2) years and I frequently have been accessing the internet as I have a WIFI connection at home. The WIFI connection allows me to do everything I require as I have an unlimited package. The reason why I activated the idata200 plan is because I was travelling in October 2010 and got lost and needed directions. Outside home, I have no use for the internet.

I have gone to the Vodafone store in Hypercity a couple of time to make this complaint but they informed me that I require to send an e-mail to register a complaint. I have also called the helpline with the same result. However, post sending the e-mail I have not received a suitable response from them either.

My initial e-mail was sent on 15th Feb with a response received on 22nd Feb and my following e-mail was sent on 22nd Feb with a follow-up on 24th Feb and today is the 25th Feb and I am still awaiting a response. The customer service representatives and Managers have little or NO authority to review my case and provide a resolution.

I receive client calls daily and cannot afford to have my services de-activated as I may lose a lot of business. Mam, I am a genuine person and would not try to cheat anyone. The only reason I am writing to you I because I believe that you can do something about it and help me.

If you require any further details, you can call me on 9833518*** or e-mail me on

I appreciate your time in looking into this matter.

Thank you and regards,

Sent: 24 February 2011 18:10
To: 'Vodafonecare Mum'
Subject: RE: ***Escalated Issue - Complaint# 164367205***

Awaiting a response?

Sent: 22 February 2011 16:46
To: Vodafonecare Mum

Subject: Re: ***Escalated Issue - Complaint# 164367205***

Hi - This email does not answer any of my questions.

Please help me understand. I am available on 9833518*** if you have any further questions.

On 22-Feb-2011, at 4:20 PM, Vodafonecare Mum <Vodafonecare.Mum@vodafone.com> wrote:


Dear Mr. Pereira,

Thank you for your email dated 16/02/11, regarding for your Vodafone number 9833518***.

We tried contacting you on your Vodafone number 9833518*** and your Alternate number 28643859 but were unable to speak with you.
Mr. Pereira, we wish to inform that Vodafone live and Vodafone mobile connect are the core services, same as the STD and the SMS services.
However this does not include usage of certain applications like YouTube, video/ music streaming (e.g. Music Junction), tickers on HTML sites, handset applications and MMS which uses Vodafone Live! as access point and will be charged @ 10/10KB. These charges are applicable over and above the data plan.
If the handset has applications which auto refresh /update by connecting through the WAP gateway (Wireless Application Protocol) i.e. VL, will be charged accordingly. The settings for these applications are pre defined on the handset by the manufacturer.
We confirm that we have checked your bill dated 18/10/10 to 18/01/11 and confirm to you that the Gprs usage charges charged are indeed accurate.

We will be unable to reverse the charges as they are charged correctly.

In case you need further assistance, please do call or email us. We‘ll do our best to help you.

Happy to help,

Vodafone Care
Contact numbers
For Enquiries : 111 or +91-9820098200
For Complaints / Requests : 198 (toll free)
Fax number : +91-22-66661200
E-mail : vodafonecare.mum@vodafone.com
Website : www.vodafone.in


-----Original Message-----

Sent: Wednesday, February 16, 2011 12:46 AM
To: Vodafonecare Mum (MUM)
Subject: ***Escalated Issue - Complaint# 164367205***


I am writing to you as I am facing an issue with my billing.

From the month of October 2010 I am being charged with GPRS for the
idata200 plan that is activated on my number. I requested for this
plan to be activated on 3rd October 2010 and then requested for it to
be cancelled on 5th October 2010. From 5th October onwards this plan
was supposed to be cancelled and not active on my number.

However I recently found out that the plan is still active on my
number and I am being billed for it since October 2010.

PLEASE NOTE: I have a WIFI connection in my house and I check my mail
and surf the net on my iPhone. I have had this connection since
October 2009. I do not know why is Vodafone charging me with this plan
when I cancelled it in October 2010. If you like I can send you copies.

I also have the SMS I sent to Vodafone for the cancellation of the
idata plan on 5th October and the conformation SMS from Vodafone on
the same day stating that the plan was cancelled.

I request to validate my billing from November till date and have the
charges reversed as they have been incorrectly been billed to me.
Total charged is INR 8,265 after deducting the free mb.

I will escalate this to the highest level if I have too to have this
issue resolved.

Please call me on 9833518*** or email me on if
you have any questions.

Thanks and Regards,

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16724 Someone from VIC thinks vodafone is very fail at 8 Apr 2011 05:28:02 PM
Hi Maree,

Thank you for your response but I'm very disappointed in your answer. I was under the impression that National Roaming represented a sharing of networks throughout Victoria so that if one network has no coverage in a particular area it could utilise other networks to expand their coverage. I work in the Dandenong ranges in Melb. I cannot get any signal in Olinda , Sassafras, Kalorama, Silvan and all surrounding areas. Vodafone 's coverage stops at Upper Ferntree Gully as I approach the Dandenongs..What really frustrates and annoys me is that my wife who is with the 3 network and friends who are with Telstra or Optus have perfect coverage in all the aforementioned areas. Vodafone recently merged with 3 so why on earth can't you share their signal? My mobile says "No Signal" yet when I search for other networks I invariably get Telstra or Optus but I can't use them. I have been stranded in the hills on two occasions and have had to walk for kilometers because I had no means of communication. I am unable to contact my employer or fellow employees aaaarrrrr!!!!! I am stuck with a 2 year contract which I never would have entered into if I had been aware of Vodafones poor coverage.

I find it outrageous to see Vodafone constantly spending thousands of dollars on promoting sales with new plans and new mobiles and seemingly doing very little to improve their quality of service. How about siphoning off some of that sales promotion money into technical improvements such as expanding your coverage.What's the point of gaining all those new customers when they end up becoming disgruntled and deserting Vodafone in droves because of poor service. It's a revolving door situation. The aim should be not only to gain new customers but to keep them as well

Please pass this on to your technical team in the slender hope that they may act on the information I have provided you.



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16696 Someone from QLD thinks vodafone is Big fat FAIL at 6 Apr 2011 07:17:18 PM
This was the email I wrote.

To Whom It May Concern,
I am writing to make a complaint of my disappointing experience with Vodafone Customer Care as well as the Vodafone Service Centre located at 47 Park Road, Milton, Qld.
I visited the service centre today, (6th April 2011) to get my Nokia N97 repaired. Upon arriving just after 9am, I was informed by a staff member Danielle, that my phones IMEO number was not on my account. She asked me to return with a receipt of my puchase as they were not able to look at my phone without proof that the mobile was linked to my acct. I returned to the service centre at about 1pm with a "confirmation of upgrade" letter received previously from vodafone with details of the start date on my 24 month contract on the same N97. This time I was attended by a male staff member who advised me to call customer care since I did not have my receipt. (Why didn't Danielle tell me that at 9am?)
I rung customer care and spoke with Selvin who advised he would ring me back as he had to contact another department to link my IMEO with my account.
When Selvin rung back to say it had been done, the male staff member I was speaking with had left and I was informed he was on lunch. I would have appreciated it if he had let me know before he left. Danielle from my first visit at 9am then came out and took over.

All in all, I am disappointed that Vodafone did not take ownership for not linking my IMEO number to my N97 and wasted my time and fuel driving back and forth to the service centre. The service centre staff all exhibited poor attitude with dealing with me. No one was expressly rude to me, but neither did any of them care or try to help. On my last visit at around 3pm to pick up my phone, both the male staff member who went to lunch as well as a female co-worker were busy looking at internet footage of a girl riding a show jumping cow. I know this because they were chatting about it as I was waiting for my number to be called, by the way, there were no other customers waiting while the discussion on the show jumping cow took place.
It is highly unfortunate that your vodafone service centre staff are so lacking in professionalism.

Up till today, I was one of the few customers defending vodafone as I have been a customer for a number of years and I had not experienced technical difficulties that have been reported.
I am writing to tell vodafone that I will not continue on as a vodafone customer once my contract is up in Dec 2011. Take ownership when you stuff up and try to employ people who have some semblance of customer service.
I work in a company that employs 15'000 people in Australia. I will be letting as many of my co-workers know how frustrated and disappointing vodafone's service has been.

Lastly, please take off the $20 credit to my bill. I am not interested in monetary gain and cannot be bought off with $20. I just want an apology for Vodafone staff dropping the ball especially when you guys are apparently trying to retain customers and 'do better'.

That computer generated letter sent from your CEO is laughable.
10 Apr 2011 05:28:53 PM: *IMEI

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16694 Someone from QLD thinks vodafone is Supreme Fail! at 6 Apr 2011 12:05:01 PM
Where do I start? Vodaphuckt is the antichrist of telecommunications! Their unbelievable waiting time to get customer service (funny name that) on the phone just makes you puke and so you try the website - same, but worse because you have to wait soooooooo long for pages to load because the site is soooo overloaded with disgruntled people who just tried to call them! Add to this the call dropouts (good going guys -each time the call drops out, I have to pay another flag fall on the re-connected call)and the crappy customer service and you've got a business going broke by the minute. I called them to express my dissatisfaction (I have been a customer for about 10 years) and the best they will do for me? They offered me a up-grade to a more expensive plan - at my cost! The only advantage? I didn't have to pay the break fee from my current plan and also i would have to sign up for another two years!! Gee, how generous Vodaphuct!

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16689 Someone from NSW thinks vodafone is MEGA UBER FAIL at 6 Apr 2011 12:06:14 AM
I called Vodafone to get my Message Mate Pack cancelled. The message I got when I called was that Vodafone was experiencing system issues (as usual) and may not be able to assist me. When someone finally took my call, the Vodafone receiption was so bad (as usual), that I couldn't hear anything after the initial few words spoken and then the call dropped (as usual). I called again the next day as got the message that Vodafone was experiencing system issues and then it automatically ended my call. Twice. Because I tried calling back. Again. I then got pretty fed up and sent them an e-mail instead requesting that my Message Mate Pack be cancelled. I advised them of all the difficulties I had been facing trying to reach customer service and also the fact that I am using their mobile broadband which also drops out every few minutes. I have to repeatedly refresh pages, disconnect, reconnect, just to get a connection that works for a few minutes/seconds. Although, it is stated that Vodafone will respond to my e-mail within 2 business days, they responded nowhere near within 2 business days. I actually sent a follow up e-mail asking if anybody was even going to respond. To which I got an abrupt and highly dissatisfying "Your Message Mate Pack has been cancelled". And that was it! Is that all Vodafone has to offer? Failed network reception, failed mobile broadband connectivity, failed customer service, failed systems, EVERYTHING FAILS! I would like nothing more than to have my contract cancelled so that I can switch to a network provider who actually provides me with something! I spent the whole of last Sunday on the phone firstly being transferred from department to department trying to get the right person to attend to my mobile broadband issues.. and even when they finally got me to the right department.. it didn't help because Vodafone's network is so bad that my call to customer service kept dropping out! What is the point when I can't even hold a call with customer service long enough to get help!? That is.. when they even bother to respond to my requests for help! I have sent a further 2 e-mails and heard absolutely nothing back from bloody Vodafone.

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16684 Someone from VIC thinks vodafone is Poor Indian Customer Service at 5 Apr 2011 08:32:44 PM
I am with 3 and thier indian call centre gives me the sh@@@ no one speaks english and their accents are dull and poor and everytime I go to the 3 store I have to explain my problems they then try to refer to me to their indian call centre. However I ask the staff you speak to them and they refuuse to do so
5 Apr 2011 11:34:59 PM: We have 4 Vodafone accounts for several years now. Our problems started August last year. Problems like no service signal and call drop-outs. It took as much as an hour's wait to reach customer call center in India. Once connected, we cannot recall when we had problem communicating with customer relation people. They speak excellent English. Talk to them nicely, appreciate their help, and they try their best to help. We would have canceled our contracts with Vodafail and moved to some other provider if it was not for helpful attitude of call center employees. You just have to be as pleasant and respectful as you will when calling local call center based here in Australia. Talk to them like sh@@@ and they will give it back to you in kind.

I was having problem unlocking phone. Call center promised to call me back in 3 days. I received unlock instruction in less than 48 hours.

6 Apr 2011 08:14:04 AM: They speak very good English. Better than most Australians. Maybe you need racial tolerance lessons.
6 Apr 2011 11:18:59 AM: nothing to do with being racist - simply after some English speaking service!
6 Apr 2011 10:19:55 PM: Accent and language are 2 entirely different things. You won't find 1 employee who can't speak sufficient English.

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16682 Someone from Somewhere else thinks vodafone is An epic fail of a company at 5 Apr 2011 07:36:54 PM
Well, I live in Wellington NZ. But rest assured, Vodafone here sucks more than Vodafone in Aus.

My first pain point is their coverage. I live 10 mins drive from the CBD, yet my phone drops calls on a regular basis. Many calls to customer service have done nothing to remedy the problem, so now I (sadly) accept it as part and parcel of the Vodafone experience. Next pain point is around mobile data - Jesus, I have an old 14.4kbps modem that could download data faster than the Vodafone 3G network. Not to mention the overinflated price ($0.10 per kb!)

My last gripe is the iPhone plans here in NZ. I mean, holy shit, $250 a month for 600 mins, 600 texts, and 1GB of data? They are having a laugh at the expense of their customer base!!! Who in their right mind is stupid enough to pay that much per month in phone bills?

You Australians should consider yourselves lucky to have several mobile providers who not only give you a variety of plans/mobiles to choose from, but also keep the marketplace relatively competitive. Here in NZ, we have 2 Degrees, Telecom and Vodasuck, all of whom have perfected the art of gouging their customers.

That is all I have to say... Peace out!
8 Apr 2011 07:10:17 AM: There are a few other (supposed) mobile phone companies around, e.g. Black&White, BUT in reality they simply sub-contract plans from the main three. 2Degrees also has the problem that they use Vodafone's network in areas where there isn't yet any 2Degrees equipment.

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16680 Someone from NSW thinks vodafone is Epic at 5 Apr 2011 07:33:58 PM
Today is the last straw, my wife had to end up going to a nearby McDonalds for free wi-fi to be able to research for her Uni assigment.

3G is really bad here in Homebush West, constantly cuts out, slows down and recently practically unusable. Have called Vodafail and they promised a call back by the technical team within 3-5 days, well this is the fifth day, they most probably cannot/won't get in touch with me because mobile connection has been extremely bad today too.

Seriously thinking about cancelling my Postpaid contract. Accounts have stuffed me around with credits too. Have to constantly call them to get credits I'm entitled to, unfortunately a lot of customer service don't know of promotions unless it is written on my account, so if for some reason it isn't, I have to teach Vodafail about Vodafail promotions.

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16679 Someone from NSW thinks vodafone is Epic at 5 Apr 2011 07:33:29 PM
Today is the last straw, my wife had to end up going to a nearby McDonalds for free wi-fi to be able to research for her Uni assigment.

3G is really bad here in Homebush West, constantly cuts out, slows down and recently practically unusable. Have called Vodafail and they promised a call back by the technical team within 3-5 days, well this is the fifth day, they most probably cannot/won't get in touch with me because mobile connection has been extremely bad today too.

Seriously thinking about cancelling my Postpaid contract. Accounts have stuffed me around with credits too. Have to constantly call them to get credits I'm entitled to, unfortunately a lot of customer service don't know of promotions unless it is written on my account, so if for some reason it isn't, I have to teach Vodafail about Vodafail promotions.

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16664 Someone from NSW thinks vodafone is Can't Unlock Phone at 5 Apr 2011 09:38:24 AM
Can't unlock my own phone from the network since I did report it stolen 2yrs ago but found the phone again in the house.
Customer service keeps telling me to goto
then asks me for a phone number that I haven't used for 2yrs and also cannot find my name on the system.

Therefore I have no choice but to throw the phone in the bin

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16641 Someone from VIC thinks vodafone is Poor service at 3 Apr 2011 05:45:12 PM
All day today I have not been able to receive incoming calls. Vodafone is pathetic!!

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16633 Someone from VIC thinks vodafone is Pretty fail at 3 Apr 2011 01:47:35 PM
I've never been able to access the My Vodafone web service to check my spend. It's pretty annoying, but it was never a problem until last week.

My girlfriend's in Malaysia and I've needed to make international calls, which are included in my cap. I was told multiple times (three seperate occasions) by Vodafone reps from the Bourke/Swanston Street store in Melbourne that my credit refreshed on the 14th of every month - thinking this was correct, I made a long international call on the 14th of March.

The info they gave me was incorrect, my credit refreshed on the 15th, and I went over my cap by 330 dollars after they'd marked it up.

I went in the next day, and was told by a rep named Alex that he'd have it sorted out for me in 48 hours. He said he'd call. After 10 days, he hadn't. So I went in again, and spoke to a rep named Mai, who said she'd have it sorted out for me within 24 hours. Didn't hear from her for a week.

Went in again, and it turns out one of their teams had sent an email regarding my bill saying that they were going to apply my 330 dollar call to my current month's allowance, having not told me for more than 17 days of regular usage. This, obviously would have sent me over again. I told the guy - Alan, from the South Melbourne store - that was completely inappropriate, seeing as I came in to resolve it the day after it happened. He told me the same old shit - he'd have it resolved in 24 hours.

Surprise surprise, next day I didn't hear from him. I tried calling the South Melbourne store literally 30+ times that day, and eventually gave up and called 1555 to take my chances. I told that stupid voice recognition thing "CANCEL" and it sent me through to customer retention. I explained my situation to the lady, threatened to go to the TIO and after about ten minutes of going through what had happened she refunded me the money.

So the lesson to take from this is -

The staff at the Bourke/Swanston street store are fucking retarded, don't care about customer service and don't take issues seriously. Alan from the South Melbourne store called me three days after I'd got it resolved on the phone to try and take credit for getting me the call refunded, until I told him I'd had to do it myself and hung up.

The main lesson is just scream bloody murder and TIO until they give you a reasonable outcome. I don't like doing that, and it's important to stress to the reps you deal with that you're not angry at them, but the situation and the service you've received. But my threat to go to the TIO wasn't an empty one, and you should definitely do it if they give you the run around like they did me.

Good luck

4 Apr 2011 07:38:43 AM: I feel your pain. Unfortunately most telco stores (regardless of carrier) are set up purely for sales and don't have sufficient in-store processes in place for escalations. Generally customer enquiries are pointed towards in call centers. So whilst staff should definitely take responsibility for their own customers, they aren't exactly given the right support. On that note, some stores do have great customer service so I may be wrong.

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16616 Someone from ACT thinks vodafone is Mobile Broadband at 2 Apr 2011 11:23:45 AM
At the end of February 2010, I went into a vodafone store in the ACT to investigate possible mobile broadband plans. I was assured that where I resided in the ACT had good coverage and so signed a 24 month contract.

The coverage since that date has never been up to scratch, sometimes taking over 40 minutes to download lecture recordings that I require for University. Throughout the second half of 2010 i spent much time on the phone to vodafone (costing me money every single time as I was not offered callback) and in one week alone spent at least 5 hours in the store troubleshooting. My sim was replaced AND the modem, however the bad service continued.

Recently, I went into the store again and spoke customer service on the phone, I was not able to convince them to terminate my contract without waiving the early exit fee despite the fact they have not upheld their side of the bargain.

I was assured coverage would improve in the next three months and was given three months credit on my account (which i was thankful for) and also a network enhancer was to be sent to home within 5-7 days. FOUR WEEKS later and I still have not recieved this network enhancer, even after another trip to the store and a further lengthy telephone call.

This is just part of what I have been through with vodafone and needless to say when I am either released from my contract or finish paying it off I will never go with vodafone again and will ensure that I do my best to ensure everyone knows just how much trouble they have caused and how much money i have wasted on a second rate service.
2 Apr 2011 04:51:55 PM: You shouldn't have to put up with a lack of service while Vodafone keep charging you every month. Fill out a complaint to the TIO (linked to from the how to complain page). They will make sure Vodafone can resolve the problem or let you out of your contract without paying.

Vodafail.com Moderation Team

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16605 Someone from NSW thinks vodafone is fail with a big fat capital F! at 1 Apr 2011 05:01:15 PM
I have never dealt with more incompetent, unhelpful, intellectually challenged people in my life!
My partner and i signed up for the exactly the same plan, with the exactly the same phone, we also both pay insurance. After comparing bills each month mine was at least $15 higher than hers. At first i just thought that i had been going over my cap, using the internet too much maybe, so i let it slide. But in the end i found out that Vodafone have been billing me incorrectly for several months now!!!!! This issue was extremely hard for me to dicover because when i go to actually view my bill online, it says that it is a 'broken link'!!!!
After several time wasting calls to the customer service call centre, and speaking to several people from a number of different countries (each with unclear and crackling phone connections) i finally spoke to someone who who appeared to have been able to figure out that i was being charged for 2 insurances and not 1 !!!! She was actually quite helpful and assured me that the problem had been rectified and that their would be an investigation into the problem and they would contact me in a week or so to follow up. They didnt! Surprise surprise! I made several more attempts to contact them again but due to 40min+ delays i had to choice but to give up!
Today i went into a vodafone shop (thinking that face-to-face contact might actually not only improve the customer service but also the waiting times....) It was there i found out that i had also been charged for another phone number that was somehow connected to my account! The girl then told me that she couldnt fix it for me i had to ring the customer service number AGAIN! Once my contract is up (which i cant wait for!) IM DONE WITH THEM!

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16565 Someone from QLD thinks vodafone is Terrible at 1 Apr 2011 11:47:11 AM
Tried to phone customer service to cancel after finishing contract period. Could not understand the female operator and asked to speak to another operator. Then spoke to a male operator again having issues with understanding. Perhaps I should learn Hindu.
6 Apr 2011 10:26:07 PM: Hindu is a religion, not a language. Though the religion would probably teach you a little racial tolerance.

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16561 Someone from VIC thinks vodafone is not massive fail, not fantastic at 1 Apr 2011 11:15:27 AM
Is this the only company that in 2011 provides no customer service at all other than face to face? I don't bother calling any call centres of using any online support of this company, the only way to speak to anybody is to annoy their staff in their stores, who get pissed off that you're wasting their time inquiring about your bill when they have people lined up wanting to buy iPhones. And despite being told they were updating me to a 1.5GB data limit, it still bills me an exorbitant rate for data used over 500MB.

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16541 Someone from NSW thinks vodafone is The worst! at 1 Apr 2011 09:23:25 AM
Loyal customer for 15 years,in the past 6 months Ive had numerous calls drop out, Ive had problems trying to call people in Summer Hill and Parramatta and on the train line in between and I put in a claim for insurance on a defective phone last October that has still not been resolved even after the insurance company said they would send a new phone. Between October last year and 2 days ago Ive spent an eternity on hold having made about 20 -30 calls many many store visits (Vodafone employees are the dumbest on this planet) , mainly spoken to Lara who I want to throw off a cliff! trying to get through to Marsh insurance and get claim approved is still going on 6 months after it began- Spend maybe 6 hours on hold or trying to get through too Marsh Insurance and then being sent from piller to post between Eygpt, South Africa and India trying to explain for the hundreth time my issues only to be told we are sorry but we dont know what is your problem and well get somebody to call you back. I can write a book on the problems or nightmares i have had in the past year or so with faulty smart phones, very very very poor customer service and trying to get my many issues resolved. As soon as my contract expires - Vodafone and Marsh will be losing a very valuable customer and Im going to make sure a lot of my customers know about it when I leave and warn them to steer clear of vodafone!!!!!!!! Congratulations on getting the choice award well done Vodafail. Lets put this company under and all leave!!!

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16529 Someone from VIC thinks vodafone is Same as Three at 1 Apr 2011 08:27:36 AM
Why dont you guys have the similar website for three customers as well.i am pritty sure many of the three customer in the same boat as the voda customers with poor coverage,terrible customer service.I have poor coverage with three and they do charge extra for roaming data which is the case most of the time and i can not dare to call them because i prefere happy to pay then ring them and hold for bloody 2 hours to get no where.
1 Apr 2011 08:38:17 AM: You are welcome to post about Three on this website as they have merged with Vodafone. I happened to be with Vodafone when I created the website and vodafail was such a good name.

Vodafail.com Moderation Team
1 Apr 2011 09:07:16 AM: I agree, I am also a Three (very frustrated) customer and have experienced delayed missed-call notifications, some 48 hours later, which has been reported to the Three Customer (don't) Care support team. Have provided them of 5 examples - they require more!!! In addition, my reception fluctuates from 0 to 5 bars, calls drop off, can't receive calls (hence the delayed missed-call notifications) and Three DOES ABSOLUTELY NOTHING other than call requesting MORE information, which is a delaying tactic in my view!!
1 Apr 2011 09:10:11 AM: Since Three has merged with Voda, their service and support has deteriorated.

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

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16507 Someone from NSW thinks vodafone is Very failed! at 1 Apr 2011 06:45:18 AM
I was offered an upgrade to an iphone4 - and I rang vodafone - and I was told to use the coupon/brochure I was mailed out online to upgrade to the iphone 4. I explained I wanted to keep my number - and I was assured that it would be fine.

I soon found that instead of being upgraded - I was assigned a new account - a new number - and was being charged for 2 accounts and two phones! I rang customer service who said that this was my fault... and that nothing could be done to rectify the situation. I asked if I could cancel my original account - transfer my old phone number to my new account - and was told that was not possible - but that I could keep both accounts or give my original account to a friend!!

In the end I finally got them to cancel the original account - but I was still liable for 2 months of bills - and I had to change my phone number.

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16486 Someone from QLD thinks vodafone is tits on a bull at 31 Mar 2011 08:38:39 PM
why is it every time i call vodafone customer service they are having technical difficulties? maybe they should change there recorded message to let us know when there not having technical difficulties. have been with vodafone nearly 2 months now have had more trouble with them than i had in over 10 years with optus why the hell did i decide to change to vodafone. i would rather spend the rest of my life being repeatedley kicked in the crutch than i would sighn another contract with these idiots.

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16483 Someone from NSW thinks vodafone is response to the letter from the CEO of Vodafone. at 31 Mar 2011 06:41:52 PM
Dear Nigel,

I hope you don't mind me calling you Nigel, but seeing as you addressed me by my Christian name, I thought I'd pay you the same discourtesy. I'm sure we have never met personally. But then, Vodafone has always had a somewhat cavalier attitude to customer service, and not only in my experience. The letter of apology (3/3/2011) you sent to me and thousands of other customers was a kind of hilarious insult, and I think even the type of people that subscribe to bestiality websites collectively scoffed at your vapid excuses. I'd have thought it was a risky career move to apologise to your customers in the Telco business, seeing as it's an admission of guilt, which for my money makes you liable to compensate people for legitimate grievances-but that's an unpleasant topic to bring up at this fledgling stage, so we'll come back to that, but for now, I'll say this: apologies don't put dollars back in our pockets, Nigel. If you really wanted to apologise by 'snail-mail,' (which is apparently faster than your connection to 3G) you would have to bulldoze about 500 000 hectares of Tasmanian old growth if you wanted to be comprehensive about it. You say, in the second paragraph of the introduction, that you 'aim to provide our customers with an excellent customer experience and the best possible value, but recently our network and customer service performance, particularly in December and January, fell well below the standards we set for ourselves.' Fuck me, Nigel. That statement alone starts my mind spinning like a one-armed bandit. There's so many goddamn dirty questions (or confirmations of my suspicions) that you've thrown up for all to see that I don't know where to begin. I'll get to most of them in due course though. Pour yourself a Scotch.

Firstly, if the network coverage and customer service had only fallen below par in the months you mentioned, I might not be writing this note, but the fact is the service - both network and customer - has always been an abomination in the face of value for money and basic, honest, human decency and conduct. Secondly, I was amazed to discover that you have standards that you set for yourselves. What, pray tell, might these 'standards' be? It strikes me as standard practise in the Telco industry to yank customers around by their contracts like a choke chain without ever revealing what kind of obligations the service provider has to them, the paying customers. Let me stress that: PAYING CUSTOMER. That's right, old son, you work for me, for all intents and purposes or at least, that's what you should be doing. But all you do is take my money while alleging that you are providing me with something in return. In shabby reality, you're not. I am routinely overcharged for a service that I cannot even use in my own home or suburb. And it's patchy at best throughout the region. You might think we're a bunch of parochial morons out here in the sticks, but cellular technology has been available to us for at least ten years, believe it or not. Word is we'll even be getting the internet soon. Does Vodafone offer internet connections? I'm thinking of getting 56K dial-up. I don't have a landline yet, but I'll get one, because I'll be damned if I'm going to put up with your bullshit any longer.

Yes, a landline. I guess that way if I have to call the police or any other kind of emergency service, the phone connection is less likely to DROP OUT like it does when I use my mobile phone to call them I hate to have to sue you over some grievous, long term injury that I could sustain on my property. Did I mention that I'm a young woman living alone in a relatively isolated area? Yeah, that's right, I live a whole twenty minutes north of the largest regional centre in the Illawarra, and about twenty minutes south of a phone tower at Maddens Plains. In fact, I believe there is a phone tower in Thirroul, which is five minutes away from me. It's built between an Anglican church and a primary school, though the primary school is for Catholics so, I wonder why I can't call a friend on a lonely night, let alone the police or an ambulance? To the best of my knowledge, emergency services are not equipped to receive Morse code, or read smoke signals, which is about all I have at my disposal if something terrible happened. That was the first lie one of your sales reps told me - that Vodafone has 98% network coverage in Australia. Evidently, while the girl in the shop looked me in my good eye and said that, she neglected to mention that the 2% not covered includes a good deal of the Illawarra. Seeing as this was happening at a store in Wollongong, I don't see any excuse for it whatsoever, though I understand that honesty is not the best policy when you're in the snake-oil business. This brings me to a proposition - no - directive that I have for you:

Seeing as you were foolish enough to admit what a monumental balls-up your engineer gimps and sullen service reps made of December and January, I think it's only fair to expect some kind of compensation. I wonder if you would feel the same? It strikes me that you probably didn't become a CEO by lying down like a smack-whore on the nod and getting fucked by every ruthless exploiter that stepped over your body. Well, I don't intend to let that happen to me, so if you've got a problem with this strong suggestion, try and put yourself in my shoes. I bet you can. You don't get to be the boss just because you've got a smooth complexion or do you? Anyway, how's this? You pay me back the two bills I paid during December and January. By the way, nice timing on your Egyptian-style destruction of the communications system, dude. Right smack bang on the summer holidays. So - the bills amount to $84.89 (Dec) and $81.00 (Jan). If I hadn't somehow mysteriously exceeded my cap ($79), which always seems to happen, the sum total would be $158 for the pair, but seeing as your corrupt and/or terminally stupid Nazi debt-collector types like to overcharge me, it amounts to $165.89. There was no way for me to investigate this apparent skimming, because I have a couple of things going on in my life. Like commuting, working and sleeping. Having been on the phone to Vodafone for eight hours (total) one day, I don't feel particularly inspired to deal with your maniacal rhetoric on a monthly basis over a couple of dollars. But goddamn it, you know you take your cut well as I do, and I think that's a lousy way to make money. It's for bums. You grift people who give you their bank details like idiot tourists buying imitation Rolexes in third world countries. You're nothing but a bunch of hawkers, con-men and scabs. Your marketing department is run by pimps. The whole operation appears to be based - almost completely - on deceit and subterfuge. It's as if your organisation is run by an army of street thugs, and the call-centre workers are on the front line but I'm not saying the others are any better. I don't want you to feel singled out here, Nigel, but as the CEO, I would imagine you should be held responsible for the conduct of a major corporate entity whose moral compass has apparently been hurled into a snowdrift in the Arctic Circle.

Anyway, a few more stipulations regarding the money I am invoicing you for. I would, obviously, like to be released from this 'contract' I'm allegedly bound to. Seeing as you don't appear to take the contract seriously, I don't see why I should. When you show me your policies, codes of conduct etc, (which I was told were internal documents' when I asked to see them) I might entertain the idea that this contract' is in any way legally binding. You want to hope it is, because it's sure as hell not based on good will, is it? Telcos in this country have been getting away with treating people like shit and charging them for it for years. That is not going to happen to me anymore. So, I'll take the $165.89 - every cent, thanks - and be released from the contract without severance fees or string attachments of any kind. That deal goes a damnsight further than fair, Nigel, and you know it. We're talking about real money here, not that Monopoly-fantasy-call credit horseshit you use to dupe the rubes out of their shiny pennies. And I know that $165.89 ain't much to either of us, really, but I'm asking for it because it's money you admitted you don't deserve. Billing cycle begins on the first of the month. Failure to pay within the first 12 days of the new month will result in a $25 penalty fee!. If you are indeed 'working as hard and fast as [you] can to show [the customer] the changes and improvements [Vodafone is] making,' I want to see the evidence. In the form of cash, old mate. Money talks a hell of a lot louder than second-rate apologies beefed-up with pointless technical details. I hope I'm not being presumptuous, but I'm sure you are aware of this.

Explanations don't come easy in your business, do they? It was easier to get an apology out of you than it is to contend with the unmitigated stream of bullshit that I get from both automatons and humans that man your call-centres, which I imagine resemble some kind of third world sweatshop. Believe it or not, I am a professional - a civil servant, no less - and that is how I am able to pay these inexplicably inflated bills you keep hitting me with. Unfortunately, it also means that after a day of dealing with the disabled that I do not have the patience or inclination to deal with your half-bright service reps when I get home. Not that I can call you from my home, because, as I may have mentioned earlier MY PHONE DOES NOT HAVE SUFFICIENT NETWORK COVERAGE. I hope I'm being plain enough for you to follow me here, Nigel- in fact, it's quite pleasant writing to you, because I haven't been transferred to five different trainee phone monkeys who are pretending that the manager is out to lunch. I suppose you have a harem of PAs to screen your mail, but I pray to the heathen gods one of them hates you enough to pass this letter on to you.

Yours Sincerely,

31 Mar 2011 07:29:59 PM: Why did this message go all fucked up?
31 Mar 2011 11:04:13 PM: Apologies for that, the character encoding went a bit funny on your post but we've fixed it up now.

Thanks for an awesome read!

Vodafail.com Moderation Team
1 Apr 2011 09:11:54 AM: Hey thanks for fixing it. Glad you enjoyed it.
1 Apr 2011 02:13:40 PM: That was awesome Ms (SURNAME REMOVED)! You should be writing for a living!
1 Apr 2011 04:43:33 PM: Fucking genius. That is all.
2 Apr 2011 08:30:08 AM: Any reply?

Vodafail.com Moderation Team
3 Apr 2011 10:41:52 AM: No reply yet. I'll keep you updated.
12 Apr 2011 07:05:14 PM: Rotflmao! You bloody ledgend woman! I love you!!! That was brilliant! I laughed so hard! Gotta love sarcasm so beautifully and adequately put!
26 Apr 2011 07:16:01 PM: This is the best piece of writing I have read in a long time. Any reply yet?
27 Apr 2011 02:07:29 PM: Has there been any reply to this yet?!
30 Apr 2011 10:42:27 PM: Good luck in suing for compensation based on the fact that you had injured yourself on your property and could not contact emergency services because you had poor mobile services. The fact that you have acknowledged this means it was forseeable, so unless you do whatever is reasonable to overcome this i.e. find a more reliable service suited for 'the sticks' such as telstra (you know, the service renowned for great regional coverage') then you have contributed to your own ill fortunes. I would think the fact that the CEO admitted to and apologised for faults in the service shows courage. You didn't see Optus apologise when they signed up too many users for their network capability.
They simply denied it and hoped no one noticed in the time it took them to install more towers and upgrade their network, for which, like Vodafone, they are constantly still doing.
2 May 2011 02:09:25 PM: That was fantastic. But who is this TWAT above me. Do they work for Telstra?
I have noticed a LOT of pro telstra comments on the site. Is this why they charge like a wounded bull, because that have TWAT monkeys running around commenting on forums against thier competitors?
3 May 2011 08:44:46 PM: Dear 30 Apr 2011 10:42:27 PM,

If that's your idea of courage, I'd hate to see your idea of business sense.

- Ms.
16 May 2011 12:12:57 PM: If everyone goes to Telstra They will have a monopoly AGAIN!!!
Vonaphone Prepaid thank Goodness!!
20 Jul 2011 05:30:11 PM: Pure genius!!!!! Will you marry me?
31 Jul 2011 08:03:33 PM: F*cking awesome!
3 Aug 2011 06:35:26 PM: Bit off-topic, but thought I would mention: it's my understanding that you can dial emergency services (000) from any provider and it will be routed through, so long as their is a tower in your area to pick up the signal. So, this means if you have a handset on Vodafone, if there is a compatible Telstra tower in the area, it will accept the call. Don't take my word for it though... I don't like the idea of getting sued! Or, more importantly people dying because of my assumptions. :P
13 Sep 2011 07:36:50 PM: You can always call 000 as long as there's a tower to pick up the signal, no matter what network, even if the mobile doesn't have a SIM card in it. I worked in the 000 call centre: if there's no SIM card in the phone, the call just comes through as usual except without any address information.
4 Jan 2012 11:11:59 AM: That was an awesome read..Someone should make sure VF and the ACMA get that one...I had to print that out...it was totally inspiring....

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

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16462 Someone from WA thinks vodafone is Am I alone at 29 Mar 2011 06:52:17 PM
Hey just checking I am not alone
Who has phoned Vodafone about no network connection only to be told that it must be your handset that is the problem and not Vodafone?
Do you find Vodafone operators are slow and difficult?
Have you heard the line that Vodafone is "upgrading the network"?
Do you find that customer service looks to customer faults and not Vodafone faults?
Do you find that compliants logged online are responded to an email with "solved" when nothing is solved at all.
30 Mar 2011 07:06:28 PM: im the same, no network connection.

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16454 Someone from NSW thinks vodafone is A+++ at 29 Mar 2011 11:09:12 AM
After months of complaints, calls dropping, being unable to retrieve emails (in Sydney CBD) and poor customer service being "promised" that towers will be built and the issues "fixed" by "end of March" I now find myself on 29th March 2011 with no service. Appalling. Oh and the bills are increasing so now I have to go back (once again) and negotiate why the capped rate they gave me of $120 pcm is still going over when I rarely use my mobile. They are the WORST I can't wait to leave them in September when the contract expires - I speak on behalf of 3 friends in the same position.

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16453 Someone from SA thinks vodafone is epic at 29 Mar 2011 10:51:30 AM
when i first turned 18, i was going through a $49 recharge a week, so i went to look at plans, and i was advised that the best plan for me, is the $49 cap, as i would only be spending 1/4 of my current spend. now, being immature as i was, and salivating over getting a 5MP camera phone, i signed the contract, with the salesman telling me how muuch money i would save.

one thing led to another, and i very quickly ran up the bill, and i was paying it off using the $10,000 inheritence i got. eventually that ran out, and i was struggling to pay my bill, moving up to the $79 and even the $149(i think that was it) cap.

then my bill hit almost $8,000 yet this whole time, i was having to use 2G covergae, because i could never get a signal, and vodafone telling me "the infastructure in SA isnt that good" (i was always in the CBD or western suburbs)

anyways, i eventually cancelled my contract, and started paying off what i could, until 1 week, when i went to call them to tell them i couldnt afford the weekly payment, the number i was given for the debt collection agency was disconnected.

so i called vodafone customer service to discuss it, and i was told "not to worry about the debt"

2 years later, i get a bill telling me i have 7 days to pay $4,990, which is unrealistic in itself. also, by my records, i still owe $7,500.

i know the debt is my fault, but given the time frames, serivce i was provided (or lack thereof) i shouldnt have to pay.

after speaking with a lawyer, they are confident that, assuming my facts are correct, i would have no problem taking it to court, and doing well in my case
29 Mar 2011 11:01:53 AM: also, anyone who has been with vodafone for longer than 12 months also knows that the network covergae problems havent been around since october-ish, but have been getting progressivly worse since the advent of 3G
29 Mar 2011 02:24:34 PM: this happened to someone I know. they contacted the TIO, told them they were told they were being signed up to a $79 dollar "cap" (not a $7000 bill), and within 10 business days Voda took approx $5500 off the bill. They went to the TIO again and said that it was completely unreasonable to sign someone up to a $79 plan and then charge them $1,500, and that they had no capacity to pay that unfair amount. A week later they got a call from Voda saying they only had to pay $500. Then they paid and it was all settled.

$500 is still a complete rip off but it's much better than the $7000 they were charged initially. If this has happened you have to go through the TIO, and the sooner the better. If they've signed you up on a cap, and they told you it would represent good value for you, and they told you that, given your current mobile use that you wouldn't go over the cap, and they were wrong, then say this to the TIO and they will make sure you do not have to pay.

Unfortunately Voda knows that some people will pay these enormous bills so it keeps charging them - very unfair, but it hasn't stopped them. Contact the TIO ASAP, explain you were told it would be $79/month (extra charges not mentioned or hidden in the fine print), and that you were then charged thousands. TIO will negotiate a fair payment.
29 Mar 2011 07:19:09 PM: yeah, like i said, i burnt through my $10,000 inheritence to pay it off, and now they expect a furthur 5 grand.

im actually going to melbourne on thursday, would it look better for me to go into their office to discuss it in person? or will a phonecall suffice?
29 Mar 2011 07:50:26 PM: How could you write that you burnt your $10,000 inheritance.
I would be so discusted with myself if I did that, I certainly would advertise the fact.
You must have known after the first bill that you were in trouble.
What else can I say ?????
You need help, is a mobile phone that important to you.
29 Mar 2011 08:01:00 PM: 29 Mar 2011 08:50:26 PM:, this actually happens to a lot of people and it's not difficult to see why. 2 hours of talk time over a cap limit can cost you about $650. So what happens when there are family matters which require lengthy conversations during the month? These can really add up and Voda are really exploitative in their pricing (it's not the same rate once you go over your cap - it's much more).

To the original poster - do not go to Vodafone, they will not listen - that's something that everyone can agree on. You MUST contact the TIO. You MUST tell them that Voda recommended the cap for you after you told them what your usage patterns were like (i.e. the large bills were THEIR fault). If you blame Voda you can get your money back - Voda are theives who prey on people like you who they think won't raise a fuss. All I can say is thank God for this website...

Don't waste your time on calling Voda - you can, but have fun because I've done the same thing and no one listens.

Call the TIO. Blame Voda completely and get your money back.

They are a completely unscupulous company - I don't know why people are so reluctant to play hard-ball with them. They sold you the bloody product, and that was reckless of them, so get the TIO on your side and get your money back.


......now the rest is up to you.
29 Mar 2011 08:02:32 PM: Further To Above -
If you think you have a case go directly to the T.I.O. and not to a "Blood Sucker Lawyer". If you must go to a Lawyer make sure he is working for "No Win - No Fee". The first appointment is usually free with a Lawyer, then they also Charge you $$ Big Time.
29 Mar 2011 08:04:24 PM: *2 hours of talk time *per week* I meant to say. cheers.
29 Mar 2011 10:54:39 PM: Wait.. so you used excessive amounts, didn't check your spend, and now you are trying to pass on the responsibility? Grow up.
29 Mar 2011 10:56:26 PM: For the record, the call rate does not change whether you have exceeded your cap or not.
30 Mar 2011 06:20:19 AM: why do i "advertise" the fact i blew my inheritence on it?

i came to accept my complete and total screw up a long time ago. we are talking somthing that happened over 4 years ago (when i first turned 18) and vodafone taking advantage of my age, and lack of knowledge about pricing and billing etc etc. life is a learning curve, and boy....what a learning curve that was!

as for the "grow up" comment regarding my spend, i told the vodafone rep what my monthly spend was ($200p/m) and they advised me that the cap i should be going for, was the $49 cap. because it would save me $150 a month, i get a brand new phone, and i wouldnt need to worry about running out of credit.

so, i dont see how, you claim the bill is my fault, when i told them what my usage p/m was, and chose a cap that was extremely inadequate to my needs
30 Mar 2011 07:01:09 AM: If all this happened four years back, it took you a while to take action.
I dont hold much hope that you will recoupe too many $$.
Now you want to "jump on the litagation bandwagon".
As In "Further to Above".
That could be good advice. Also try and join the Class Action.
Remember though that Vodafone is a very large world wide company.
They will defend the action to the end.
Lawyers will want their cut of any judgement.
30 Mar 2011 09:43:04 AM: Just go to the TIO - forget hiring lawyers. TIO deals with this every single day - you are far far faaaar from being the only one this has happened to. In the US they are bringing in new laws to prevent this: it's called "bill shock". Google it.

"29 Mar 2011 11:56:26 PM: For the record, the call rate does not change whether you have exceeded your cap or not."

Yes, it certainly does. Pay $49, get $500 worth of calls. So a $10 call actualy costs $1. But as soon as you exceed the "cap" (it's not actually a "cap", it's a minimum, not a maximum price) then you'll pay $10 for the $10 phone call. Ten times as much, my friend. TEN TIMES AS MUCH. WAKE UP.
30 Mar 2011 09:59:42 AM: well, just called the TIO....

im going into their office when im in Melbourne on friday, because the vodafail line kept dropping out.

30 Mar 2011 10:06:49 AM: no offence but the people on this site are here because we've all been in your shoes, and we KNOW that VODAFONE DON'T LISTEN!! there are only so many times we can tell you this.... going to speak to them is useless. Go to the TIO at the web address in the previous post - as I said we've all been in your shoes and we don't like the situation but the TIO is the ONLY way to get stuff done when you are dealing with Voda. fact.

30 Mar 2011 08:00:16 PM: "29 Mar 2011 11:56:26 PM: For the record, the call rate does not change whether you have exceeded your cap or not."

Yes, it certainly does. Pay $49, get $500 worth of calls. So a $10 call actualy costs $1. But as soon as you exceed the "cap" (it's not actually a "cap", it's a minimum, not a maximum price) then you'll pay $10 for the $10 phone call. Ten times as much, my friend. TEN TIMES AS MUCH. WAKE UP.

You are an idiot, calls are charged at 90cents per minute, whilst in the cap, and when out of the cap. Just because you pay $49 for $500 doesn't mean dividing it equally is the charge. Read a pamphlet, do some research.
31 Mar 2011 12:39:03 AM: 30 Mar 2011 09:00:16 PM: Yep, you must work for Vodafone, you have all the usual people skills expected from this company.
31 Mar 2011 12:01:01 PM:
"Just because you pay $49 for $500 doesn't mean dividing it equally is the charge"

True, but if Voda puts you on a plan that's unsuitable (i.e. you're not nearly using the "cap"), then the product could be deemed not "fit for purpose", which means the customer can go to consumer affairs and the contract would not be worth the paper it's written on.

So, assuming we're talking about a valid contract, then you can divide it equally to get a pretty accurate answer. As I said, the product isn't "fit for purpose" if the person uses the phone for 2 SMSs per month and they're on a $99 dollar contract - it doesn't make sense - that law is there to protect people from those sorts of cons... So the only way your argument holds is if you're assuming Vodafone cons people.. wait a minute.... ok, perhaps you're right then ;)
31 Mar 2011 08:15:40 PM: Maybe you were given poor advice about the plan to go on, but the fact is that if you don't check your usage and don't check your bills, how can you just claim ignorance for so long? You obviously didn't run up such a huge bill in 1 month and you obviously changed your rate plan more than once meaning you were more than aware of your average usage.

So what I'm trying to say is, hypothetically you find out that you've spent $600 calls but your cap only supports $200.... Why would you agree to move up to any plan other than one that gives you $600 credit? And especially thousands of dollars? The highest plans only go so high and it seems like you must have gone over even the highest plans, THEREFORE even if you were put on the HIGHEST plan at the beginning, you still would have spent well over your cap.

You say your usage was $200 per month. I'm not sure what the $49 cap contained 4 years ago but I'm sure it was either more than that or close to. I don't see how thousands of dollars could result from that? Obviously you were using FAR MORE than $200 if the $149 cap can't support your habits
31 Mar 2011 08:19:27 PM: From what I can see the alternate is that when you told the sales person you use around $200 a month in prepaid or what not, you were not referring to your usage (minutes x call rate) but your cap amount (without mentioning the included credit). In that case it is not entirely the sale person's fault for misinterpreting your explanation of your average spend. Either way it would be an honest mistake on one end, or both. Not a case of Vodafone "taking advantage of your age"

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16450 Someone from VIC thinks vodafone is Terrible at 28 Mar 2011 10:13:20 PM
Since moving from mornington to frankston two weeks ago the reception on my mobile and broadband is practically non-existent.i rely on both to keep in touch with my family here and in the UK.Continual dropout,.no service etc at all times of the day and night.I was assured by the salesman in mornington when I bought my contract that moving to frankston would not affect the reception and yet when I rang the customer service I was told that yes, Frankston is a bad area and I should be able to get out of my contract.I haven't heard from them for a week now but I will not be silent. I am a retired teacher,living alone andI need my internet!!!

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

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16427 Someone from WA thinks vodafone is Mega Fail at 27 Mar 2011 03:36:05 PM
Vodafone seems to have serious troubles providing reception, at all.
Over the past 6 months I can't tell you how many times I've had no reception, its lasted hours, even over night sometimes.
I can't make or receive calls or texts.
Is it really that hard vodafone, everyone else seems to manage, right?
customer service is terrible too, damn you laura

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16424 Someone from VIC thinks vodafone is Appalling at 26 Mar 2011 07:08:09 PM
Wrong contract, poor coverage, applling customer service!

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16422 Someone from NSW thinks vodafone is VERY!! at 26 Mar 2011 02:28:18 PM
I signed up for a $29 cap last year with a HTC Magic. They told me it could do Exchange email but it couldn't. Then they pushed out an update to Android 2.2 after 6 months which allowed me to use email but the phone lags so bad, it takes forever to even type a message. I asked them to cancel my old plan and give me a new one.
After 2 hours on the phone with customer service, they let me cancel the old one for $350 and put me on a new contract with a new phone. I only hope reception and network speeds will get better..

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16419 Someone from NT thinks vodafone is at 26 Mar 2011 08:44:02 AM
2x iphones 3gs zero reception in own home. Limited reception Darwin and Zero reception surrounding areas. Delays in receiving SMS up to 4 hours in some cases. Contract due to end in 4mths. Told to wait till end March upgrading system. Nothing has changed. What can you offer to convince us to stay
Then to make matters worse we tried to talk to customer service and waited over an hour and still didnt speak to anyone.
14 May 2011 11:55:24 PM: many of the older houses in Darwin have little or no reception in them with most phone companies this is due to the concrete bunker design of many of the houses built in the years after cyclone tracy. and believe it or not i just got back to Darwin from Brisbane i live in Tiwi and there is better reception in darwin on a whole than brisbane or the sunshie coast.... at least in darwin city i have 3 bars of 3G in Brisbane i was lucky to have 1. and dont even get me started on when i went up the sunshie cost... no signal at all anywhere.

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16415 Someone from NSW thinks vodafone is Tech Team Morons at 25 Mar 2011 01:59:58 PM
Can't sort out my service issues (unusable slow data, inconsistent reception and call drop outs) cause tech team says nothing is wrong... even though i have screenshot evidence which they don't take into account... only their own investigation. Basically vodafone customer service thinks I'm full of s*** cause tech team investigation says nothing is wrong... and no point trying to argue with tech team guys... they are always right! Been getting ripped off for months and they want me to pay cancellation fees to get out of the contract. I've had enough... I just hope I can resolve matter by going through ombudsman and or ACCC.

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16412 Someone from NSW thinks vodafone is Totally at 24 Mar 2011 01:58:55 PM
I wasn't able to receive a lot of my friends' call since I joined Vodafone last June. I've been dealing with their customer service for over a month; spoken to two team leaders; lodged complaint twice to TIO. They can't fix the connection problem and they never apologies for their service. The resolution they have is to end of my contract but I have to pay for the remaining charges on my handset. I suggested an alternative by returning the handset and avoiding the charge but they denied it. Their resolution team was being rude in saying:"It's up to you now. This is our best offer!" Shame on you Vodafone!
24 Mar 2011 05:21:48 PM: Indeed, back to the TIO with your original reference number..........

Vodafail.com Moderation Team

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

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16395 Someone from QLD thinks vodafone is Customer Service & Everything else!!!!!!! at 23 Mar 2011 02:05:07 PM
Again no freaking coverage in Brisbane!!! Im sick to death of paying for a phone that is useless!! And how about customer service that is respondent and co-operative to your issue or needs, rather than a freaking offshore cheap ass call centre that tends to calls as robots!!!!!!!!!!!!
23 Mar 2011 03:40:14 PM: Check out the How To Complain tab at the top of the page, it appears the TIO may be your next step.

Vodafail.com Moderation Team

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16372 Someone from QLD thinks vodafone is at 21 Mar 2011 05:55:17 PM
I signed up on a business plan with 3 handsets which were to be used by sales reps travelling throughout Queensland. Over the past week I have been informed by both current business clients and new that they are leaving myself and team voicemails with return call. This would be because WE DON'T GET the voicemail and we don't get the missed call.

I dread to think how many clients I have lost due to the bad phone reception. After speaking with 5 vodaphone "customer relations staff" who wanted to know the location at which I was having the problem I advised them, how do I know the location if I don't know they're calling?! They gave me the usual story about how they are improving - by that stage I won't have a business so it wont matter!

It gets worse...

I have just now walked out of a VODAPHONE "service centre" due to my Iphone not working. I require a new handset but due to Vodaphone having no record that my Iphone was issued by them I couldn't receive it. After waiting an hour and now being told they can't help me(they couldn't even call to check), I have again sat on the phone, been transferred to 5 people to try and do their job for them by matching my plans with headsets that they issued.

I am astonished at the lack of customer service and will never sign another contract with them.

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16364 Someone from NSW thinks vodafone is Poor Communication and Customer Service at 21 Mar 2011 11:48:06 AM
27 Apr 2011 03:17:34 AM: I completely agree they need to hire Locals and also I have tired several times to ring my local store and they never pick up their phone.

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16357 Someone from NSW thinks vodafone is epic fail at 20 Mar 2011 09:44:02 AM
I have been with Vodafail for about 10 years and I am coming towards the end of my contract now. In an attempt to see what Vodafail could provide me as a loyal customer I went shopping around for contracts yesterday in Sydney's Chatswood. I had an awesome customer service rep at the Chatswood Westfield store, but he did not have the phone I wanted but located it in the Chatswood Chase store. This is where the good service ends. I got married two years ago. After giving Vodafail my marriage certificate in person SEVERAL TIMES they could still not manage to change my details over. To the fuckwits working at the Chatswood Chase store who looked at me like I was wasting their time and who could not make a phone call to see what you could do for me despite my drivers licence number, medicare card number and address being exactly the same, a massive FARK YOU. To the cow who could not have been any less interested in helping me at the Chatswood Victoria Avenue store, FARK YOU also and rolling your eyes at me and my husband is not really helpful. Glad I found this site, my iPhone will be will Telstra once my contract with your shitful company comes to a close on the 31st of March.
20 Mar 2011 11:12:31 AM: A word of caution, you must cancel your service with Vodafone otherwise it just rolls on, the contract, in effect, never ceases until agreed by both parties.

Time for 1555 prior to 31/3/11, take a packed lunch and plenty of water.

Make sure you get the reference number of the call plus the caller id and confirmation that all direct debits are cancelled, then watch your bank account at the next billing cycle to ensure all is good.

Vodafail.com Moderation Team

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16337 Someone from NSW thinks vodafone is no reception, call drop outs, etc at 17 Mar 2011 09:33:56 AM
So ever since i joined up with vodafone last year, i have had numerous call drop outs, sms failures and no data connection wat so eva. spoke to customer service and they want me to pay $1500 for early termination fee (been with them for about 6 months) on top of that they state that a technician can look into my problem if i want them to. to me i dont think they can fix it at all.

any suggestions ???
17 Mar 2011 11:16:11 AM: Check out the How to Complain tab at the top of the page, looks like TIO is your next step.

Vodafail.com Moderation Team

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16317 Someone from SA thinks vodafone is poor service at 16 Mar 2011 01:21:51 PM
sms often hours or even days late. no reception at all at work in the adelaide cbd when people next to me have optus or telstra and receive a strong signal. Calls drop out when I answer the phone. Poor reception during calls - unable to maintain a fluent conversation. VF called me to renew my contract which has just expired and advised they are aware of the problems and are putting up another 25 towers. Not good enough to keep me as a customer sorry.
29 Mar 2011 10:55:34 AM: common problem. i could be standing next to the mobile tower at northpark shopping centre at prospect, and i would have my phone telling me there was no coverage, and it was "emergency calls only" vodafone would tell me it was my handset repeatedly, despite the fact i had the problem with samsung, SE, LG and Nokia handsets

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16308 Someone from ACT thinks vodafone is at 15 Mar 2011 01:52:55 PM
I do not get vodafone coverage where I live (Belconnen) or where I work (City.)

I have had several handsets with the same issue. At least now I am pre-paid and not have to put up with their laughable customer service any more.

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

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

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16290 Someone from WA thinks vodafone is Deplorable at 14 Mar 2011 01:27:14 PM
I too have a problem with delayed SMS. It's ridiculous trying to hold a conversation when you have to wait for FOUR HOURS in between replies. I would think that vodafail has some sort of legal obligation to deliver messages within a reasonable time frame providing both handsets are online.

I did some research and have seen numerous attempts by vodafail to defend this problem. They say that message delay occurs when there is excessive load on the message centres. THIS IS BULLSHIT. 1. I'm sure there is not excessive load on the system at 0130 in the morning (I often message during my night shift) and 2. vodafail customers shouldn't be copping the burden of vodafails incompetent network management and underfunded SMSC infrastructure. Perhaps if they spent less money on that useless bloody 'Lara' voice recognition system, which, by the way never works, they might have a bit to spare on their network of God forbid living customer service reps.


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16265 Someone from NSW thinks vodafone is getting worse at 11 Mar 2011 02:44:30 PM
I am a first time complainant. It started months ago, with text messages being received 3 days after they were sent. Last weekend, I was in the country (Portland, near Bathurst) - no reception. Today, at 3:15pm was expecting a call for a job interview. No call received. Called them at 3:50pm - they had been calling my number (they had the right number) and my phone has not rung, there is record of missed calls nor any record of voicemail .. the caller said that she called 3 times, and the calls did not divert to voicemail. Rang customer service - INDIA - informed me that number was diverted to 'another number' which I do not know the number and have not diverted my calls. Now I'm worried that people are calling me - and my phone is not working/ringing! I have decided to not pay my latest Vodafone bill as I am not satisfied with the 'service'.

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16264 Someone from QLD thinks vodafone is Like slamming my hand in a car door at 11 Mar 2011 02:40:14 PM
I've been a vodafone customer since 1997. I got my first mobile with them when I got my first job at Dominos. I've had services from other providers through various jobs - but I've been a pretty loyal customer.

A year ago, I got a pretty high bill. I called customer care, got through the infuriating process with Lara, negotiated a contract change and lower payment figure as incentive to change my contract and went away happy. I tried to leave a complaint on your website about Lara, but found that your complaints form would not accept complaints about Lara. Apparently so many of your customers were jack of that nonsense that you'd stuck your fingers in your ears and started singing LALALALA like it wasn't a problem.

A month later, I got a new invoice. My contract had changed, but the promised incentives hadn't been applied. I refused to pay your bill until you corrected the invoice to adhere to the new agreement. You left me waiting for a call back for four months. Then you disconnected my service, without calling me back. I called and yelled again, and after an hour on the phone you reconnected my service and left me waiting for a call back from a supervisor. Four months later, you disconnected my service again! I called back, yelled for an hour and eventually my service was reconnected but the issue still not resolved, was left pending a call back. At this point I was refusing to call you as long as my service worked - and hadn't paid a bill for 8 months. I was wondering how long you could possibly string this out for instead of just playing back the original call that you assured me was recorded by your systems....

Four months later, a full year since the original incorrect invoice - you disconnected my service again. I called you again as was our little tradition and after an hour of screaming, you tried to make me wait for a call back from a supervisor. After I screamed some more - you realized that the supervisor could just take the bloody call. And realizing that you had been a year without payment - you agreed to just suck it up, credit the amount I'd been disputing for a year and send me on the way if I paid the outstanding $12 month bill.

A year, to do EXACTLY WHAT I ASKED FOR. More than 5 hours on the phone in total. Multiple periods of months at a time without a promised call back ever eventuating. For fuck sake.

How much have you really saved by moving your call center off shore? When compared to how much you've lost by infuriating your customers with staggeringly incompetent customer service.
15 Mar 2011 01:42:18 PM: i would suggest checking your credit history. You will need to contact the credit reporting agencies to obtain a copy of your credit reports.
maybe nothing but better safe than sorry.

There are two main credit reporting agencies. Their contact details are:

Veda Advantage Public Access PO Box 964 North Sydney NSW 2059 Phone:1300 762 207 Fax: (02) 9278 7333 URL: http://www.mycreditfile.com.au Email:assist.au@vedaadvantage.com

Dun & Bradstreet Public Access Centre Dun & Bradstreet (Australia) P/L PO Box 7405 St Kilda Road VIC 3004 Phone: 132 333 Fax: 03 9828 3185 URL: http://www.dnbcreditreport.com.au

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

My account number is 218955903

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

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

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

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

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

This is costing me a fortune in lost bussines!

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16242 Someone from NSW thinks vodafone is MASSIVE Fail at 10 Mar 2011 01:39:03 PM
Please see below emails to customer service just over the last two days...

And now the ULTIMATE insult...

I get a text advising me you can't reach me on my mobile... and to call you back on the 1300 number.



10/03/2011 12:36
Network Feedback <Network.Feedback@vodafone.com.au>

Re: Network Feedback Response

For the third day in a row - I have been unable to make a phone call , send or receive text messages or access the internet from my phone. The problem starts when i wake up in Penrith and persists thru the day at Parramatta.

About the only time my network works is for periods of about 15 seconds after i make a call if i can get thru after seven attempts or at around 2:30 for about 4 minutes.

This is my third email in 2 days to customer service. Please do not email me your unable to reach me on my mobile number... when i have given you the details as well as three landlines.

Getting them 5 hours after you sent them make me so cross, its insulting.

I wrote yesterday and was emailed this morning that the problem could not be fixed as i didn't include my phone number.

I popped out for lunch and received 4 text messages three hours late, these were people I was trying to arrange to meet for lunch that i had texted at 9 am.

I have checked on your website for network disruptions... supposedly none in my area today. my phone shows full service, and 3G.

I am two metres away from a person who is having no difficulty whatsoever.

I tried to call 1555. My phone wouldn't connect.

I called your 1300 number where it wouldn't accept my voice commands from a landline at my work. Then after putting in the options via keypad - i was put thru to someone who had such a thick Indian accent - not only could they not understand what I was saying... Ironically What i was asking for was an English speaking person as i couldn't understand them.

After several minutes of being asked for all the details i had already entered, I was told there is no problems with coverage.

Yet i can still not send a text or access the net and have to make 7 attempt's before i can put thru a local phone call.

Vodafail - you are a Joke.

Please don't say it is an issue with my handset - I put in another carriers sim and i have full service.


As soon as my credit runs out this month I'm going to another carrier and reporting vodaphone to the telecommunications ombudsman.

Another ANGRY ANGRY ANGRY vodaphone customer loyal for 10 years and seriously over it.

Network Feedback <Network.Feedback@vodafone.com.au>
09/03/2011 22:33


Network Feedback Response

Dear Customer,

Thank you for contacting the network feedback team. We have received your email feedback. We were unable to find your account details as the contact details were missing in the email. Kindly provide your mobile number where you would like to receive a call and we will get in touch with you at the earliest.



----- Forwarded by 09/03/2011 15:21

Giving up.

I am so sick of my vodaphone constantly dropping out.

I will be

a) joining the class action against Vodaphone

b) informing the Telecommunications ombudsman

c) Changing networks ASAP when my credit expires.

I'm over it. I'm standing next to people in a foyer who have full service. I'm in an urban centre location which has supposedly already been upgraded.

I look on your "reported problems" site and it says that 3G was down for 20 mins in my area.

I get voicemail messages two days late, half the phonecalls I get don't even register, and now i can't even send a txt! I have called customer support now on 28 occasions in the last 3 months and am told - they don't have a complaint section to take down my concerns.

I have been a loyal vodaphone customer for 10 years, however I have not been able to make the most basic phonecall or text message or access the internet for 4.5 hours now and this has become a daily occurrence. My Mobile No is XXXXXXXXXXXX

Over it... you want my custom - you have 2 hours before i finish work and get myself to optus or Telstra to tell me what you are going to offer me to stay.

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16240 Someone from WA thinks vodafone is SMS to Spain and Portugal? at 10 Mar 2011 12:06:17 PM
I've been the Wireless broadband user for 3 years now. After I complained about the speed which is 2-3 kbps in the evening, so dail-up is 10-20 times faster, they offered me $10/month for the service.
Now, looks like I've been charged for the SMS sent to Spain and Portugal while I was sleeping and Internet was shut down! For two months I needed to contact the Customer service about this charge and spent hours on the phone. They even said this might happen in the future.

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16239 Someone from WA thinks vodafone is Extremely at 10 Mar 2011 11:34:40 AM
We have been having constant problems with calls dropping out while talking and then when clients try to call back the message they get is that the number you are calling has been disconnected or the number is busy or the number is no longer available. Also not receiving txt messages until a day later if at all. I have contacted Vodafone only to be told by their technical division thet they can't detect any problems. We have asked to be let out of our contract without incurring any exit fees but they have refused to do so. We have now contacted the Telecommunications Ombudsman because we can longer run our business with this poor service

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16237 Someone from NSW thinks vodafone is Good Bye Farewell Amen at 10 Mar 2011 10:05:04 AM
Constant call drop outs
Billing an absolute mess
Customer service in India means well - but are absolutely useless

After 15 years with Vodafone - it is Goodbye, farewell and Amen

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16236 Someone from NSW thinks vodafone is Bad but got it sorted!! at 10 Mar 2011 09:11:42 AM
I have had the same issues as many others. I live in Central Met Sydney and was having my phone drop out or only one bar. Texts coming late and just not receiving calls etc. Poor service and phone drop out were the main issue.

I called up to get out of contract. I had just put up with the crap service etc and hadn't reported so they did ask me about that. I just said just because I hadn't called them or documented every time it happened it didn't mean I hadn't been having issues. I was bounced around a bunch of times. First I got told if I wanted to know anything about my account they couldn't help as their computer wasn't working and got told to call back in an hour. Second time I said hello to them and that I wanted to cancel and the call dropped/they hung up. Third time they said they would charge me 12 x $79 as cancellation fee (remaining time on 24month contract). I said this is unacceptable and asked to speak to supervisor. They said none were on and that they would get a supervisor to call in next three to four hours. Didn't receive call.
I called back next day (today) and spoke to them again and they consulted with their supervisor. They said they would waive three months and I said that does not assist me if they coverage is crap etc and due to my work (in emergency services) I require my mobile to work at all times as a matter of urgency/priority. More discussions and then they finally agreed to let me cancel my contract and waive the $1000 fee. If i wanted to keep my phone I would have had to pay for it. I said no, so I need to send it back. They said I can port to telstra anytime now. They said they will send me an envelope and instructions to send back my phone. Once they have the phone back in their warehouse they will waive the fees.
Job done.
Good luck everyone.
Just remember to document if you can (take photo of the screen if possible when phone drops out, times dates etc), call them and complain if you are having issues so they have a log, and if you want to cancel explain how phone use for you is a needed as a matter of priority (eg if you in emergency services and need phone to save lives etc). Good luck!

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16224 Someone from WA thinks vodafone is Total at 9 Mar 2011 03:37:06 PM
When I purchased the phone I asked the sales person if the coverage maps were corect and that coverage is available to Mahogany Creek/ Mundaring and was told it was. Coverage is non existant in many areas. Call drop outs is common place. Calling Voda Support is a waste of time - the customer service response is ponderous to say the least.

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16206 Someone from QLD thinks vodafone is Epic Fail at 8 Mar 2011 07:05:08 PM
I have two phone contracts with Vodafone, Vodafone says I should have full 3G coverage in Townsville. I do not. I called them 2 months ago, and, according to customer service rep, cancelled my contracts free of charge. I found out today that they didn't cancel them, and I'm now being slugged with overdue fees

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16186 Someone from VIC thinks vodafone is Reception Issue at 7 Mar 2011 08:22:17 PM
I live in East Hawthorn in Melbourne and the Vodafone reception is hopeless. The network can disconnect completely and much of the time I have zero bars and a cross for "no reception" showing on my phone. Often I have to go upstairs in the house to get viable reception. It is hard to believe Vodafone reception can be so bad only 10 Km from the centre of Melbourne. Despite this East Hawthorn isn't even on the Vodafone upgrade list despite Customer Service advising that this is an area with "bad reception".

It looks like the only option is to change to another carrier.

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16173 Someone from QLD thinks vodafone is Incompetent, unhelpful, deceitful. at 7 Mar 2011 12:18:10 PM
Wireless broadband:

1.Low bandwidth has often resulted in slow data delivery, especially during peak times and on weekends. This is usually caused by an ISP who values profit above customer service and connects too many subscribers to a network node with inadequate bandwidth. As a domestic user I expected this from a company with a reputation like Vodafone's, and tolerated it.

2.Response has often failed for lengthy periods, probably due to overloading of the Domain Name Servers. This is usually due to poor configuration and incompetent management.

3.Complete failure occurred at the beginning of the year, and required my robust altercation with shop staff, all of whom demonstrated a complete lack of technical knowledge, in order for it to be restored.

4.Connectivity has at times been impossible, suggesting that the system is both faulty and overloaded.

5.Complete failure of the service occurred last Wednesday and the service remains unavailable. No changes have been made to my equipment, the modem is recognized by the server, acquires IP addresses for the host, gateway and DNS servers, and I can ping the servers. At first I was also able to ping other machines, one in Australia and one in Singapore, so connection had been made to the Internet, but client software reported an inability to access the required domains, suggesting failure of the DNS.

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16162 Someone from NSW thinks vodafone is Unending debacle at 6 Mar 2011 05:25:47 PM
I have struggled with a prepaid Vodafone mobile broadband service for the last severaal months. Constant slow speeds, sometimes no service at all for a week at a time. All this in Metro Sydney. If Voda fone cannot get it right in the major cities, what hope have our country cousins ?
Bought a Telstra wifi station today, setup thru efficient telstra customer service in a matter of minutes. Bye Bye Vodafone forever !!
Vodafone, Wild Horses could never get me to return to you as a customer !!!!

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16154 Someone from QLD thinks vodafone is Customer Service Mess and Coverage. at 5 Mar 2011 09:34:25 PM
So I entered a simple complaint about coverage issues I am still currently experiencing sometime ago and since the coverage has still not improved and Vodafone have STILL failed to respond to my concern (ever after saying they would) I thought I should share it here.

Email conversation appears below - in date order.


Response (Emil) 28/05/2010 11:02 AM

Thank you for your email.

I regret to hear of the difficulties you are experiencing with network coverage in the areas you have specified. Vodafone endeavours to provide quality service to our customers where possible. To enable me to submit a service request for our technicians to investigate the coverage issues you have outlined, please supply the following information.

筆obile number and alternate contact number
菱andset make/model (if using an iPhone please insure that you are using the latest software as this can effect coverage in most cases)
姫rovide address including postcode where problem is experienced with the nearest cross road as the street directory does not always cover these locations.
髭xplain the coverage issue - is there no/low signal strength, quality problems, bad audio or frequent dropouts? Please provide three specific examples including date/times this has occurred?
肘s the problem a degradation or has it always been present? If degradation, provide approximate date and time that the problem began.
疋oes the phone work in other locations?
疋oes the problem occur when receiving or making calls, or both?
疋oes problem only occur to/from a specific number, landline, specific mobile carrier or all numbers?
疋oes the problem occur inside, outside or both? If inside is this a multi storey building and what level are you on?
菱ow many bars of signal strength are on the phone?
姫lease advise whether your phone indicates reception on the 3G or 2G network?
肘f 3G, please advise whether the issue continues when manually selecting service with the 2G network?
姫lease check and confirm the coverage received with your SIM card in another handset? Please also supply the handset type.
姫lease check and confirm the coverage received with another Vodafone SIM in your handset?

Please add any additional information that may assist in resolving your issue.

I look forward to hearing from you soon.

Kind regards,

Correspondence Team


Customer (XXXXXX) 29/05/2010 12:13 AM

Dear Vodafone,

Thank you for your kind reply.

Please find following the answers to the many questions you surely could have investigated and answered yourself instead of making me (the customer) do all the running around.

> 筆obile number and alternate contact number: XXXX XXX XXX is the vodafone mobile number, XXXX XXX XXX is an alternative number (telstra)
> 菱andset make/model (if using an iPhone please insure that you are using the latest software as this can effect coverage in most cases): I am using an iphone with XXXXXXXXXX the Vodafone number.
> 姫rovide address including postcode where problem is experienced with the nearest cross road as the street directory does not always cover these locations. As per my initial coverage complaint the area affected by coverage issues includes; XXXXXXXXXXXXXX, Richlands QLD, XXXXXXXXXXXXXX, Richlands QLD, Logan Motorway at the Centenary Highway exit. General Postcode for this area is 4077.
> 髭xplain the coverage issue - is there no/low signal strength, quality problems, bad audio or frequent dropouts? Please provide three specific examples including date/times this has occurred?
> 1. Monday 24/05/2010 - low signal strength dropping to read "NO SIGNAL" on regular occasions both outside and inside building NO 3G coverage at all.
> 2. Tuesday 25/05/2010 - low signal strength dropping to read "NO SIGNAL" on regular occasions both outside and inside building NO 3G coverage at all.
> 3. Wednesday 26/05/2010 - same as above
> 4. Thursday 27/05/2010 - same as above
> 5. Friday 28/05/2010 - same as above
> 肘s the problem a degradation or has it always been present? If degradation, provide approximate date and time that the problem began: I have spoken to other persons in the area and they advised that coverage in the area had always been pathetic and a bit hit and miss.
> 疋oes the phone work in other locations: Yes, the phone works in other locations, but the fact I work in the area it means I spend a large part of my day in the area with no Vodafone coverage.
> 疋oes the problem occur when receiving or making calls, or both: Both - the problem seems to exist all day.
> 疋oes problem only occur to/from a specific number, landline, specific mobile carrier or all numbers: Yes, Vodafone - Telstra coverage in the area is 100%, Vodafone coverage in the area sucks.
> 疋oes the problem occur inside, outside or both? If inside is this a multi storey building and what level are you on? Occurs inside and out of building, inside on ground level and on first floor - no coverage, outside in the open - no coverage, driving in my car along the roads listed above - no coverage
> 菱ow many bars of signal strength are on the phone? Generally none, however will occasionally display 1 bar - NO 3G
> 姫lease advise whether your phone indicates reception on the 3G or 2G network? Does not indicate reception of 3G at all in the area
> 肘f 3G, please advise whether the issue continues when manually selecting service with the 2G network? N/A
> 姫lease check and confirm the coverage received with your SIM card in another handset? Please also supply the handset type. - Nokia still crap Vodafone coverage in the area.
> 姫lease check and confirm the coverage received with another Vodafone SIM in your handset? Will you send me another Vodafone SIM to trail? I'm not going out to purchase another SIM only to find out it doesn't work either and then I'm stuck with it.
> Thank you again for actioning my coverage concern. I look forward to hearing how you intend to resolve this issue in order to retain me as a loyal Vodafone customer. If this issue is not resolved promptly I will be transferring to Telstra who appear to have perfect coverage in the area.
> Regards,


Response (Emil) 31/05/2010 09:43 AM

Thank you for your email.

Please be advised you will need to provide your residential address as the coverage can only be investigated based on the address that you contracted with.

Can you also please provide the nearest cross street to your residential address.

You will also need to provide three specific coverage issues within the past 72 hours.

Kind regards,

Correspondence Team


Customer (XXXXXXXXXXXXXXX) 31/05/2010 06:42 PM
To whom it concerns,

I think you fail to understand the actual coverage concern I have raised - it has nothing to do with my residential address (therefore I will not be providing it for you) - my phone works fine at home, along with many other areas. The purpose of my original email was to highlight that you have a coverage blackspot in the area in which I work. I have next to no reception on my iphone when I am in XXXXXXXXXXXX, Richlands Queensland.

This really is a simple matter that could easily be resolved by:
a) Vodafone sending a technician to XXXXXXXXXXXX, Richlands to test coverage
b) identifying a lack of coverage in the area
c) admitting there is a coverage issue and updating your "coverage map" to suit
d) rectifying the issue and improving coverage in this area.

As I have said in previous correspondence (but I will repeat myself incase you didn't read the first time - Telstra mobile coverage is 100% in XXXXXXXXXXXX - both indoors and out side. Vodafone coverage in XXXXXXXXXXXXXX is pathetic to say the least.

I have been a Vodafone customer for many years, and quite frankly if Vodafone continue to send me emails making this a drawn out process and making silly excuses I will sooner transfer my account to Telstra and encourage all within my networks to change from Vodafone too.

Vodafone - I am giving you the opportunity to value your customer and retain me. If coverage in the area is improved I will have no problems continuing to be a Vodafone customer. If coverage is not improved in the region I will no longer be your customer. Therefore the outcome is in your hands.

What I fail to understand is why Telstra coverage can be perfect! And after all these years Vodafone coverage isn't on par.

Your speedy response is greatly appreciated,



Response (Emil) 01/06/2010 08:26 AM

Please be advised in order for me to be able to raise a Service Request for our technicians to investigate I will require you to provide the specific addresses that the coverage issues are experienced along with three examples over the past 72 hours for each of the addresses as without this information the Service Request will be declined.

Kind regards,

Correspondence Team


Customer (XXXXXXXXXXXXX) 01/06/2010 09:43 PM
> Dear Vodafone,

Thank you for your response. The specific address is XXXXXXXXXX Richlands Queensland - thats pretty specific to me. The entire street! But if you really require a pin pointed located a good place to start is XXXXXXXXXXXXXXX Richlands.

Secondly - three examples have been provided previously with the coverage complaint - but for your reference I have copied them below -
> 1. Monday 24/05/2010 - low signal strength dropping to read "NO SIGNAL" on regular occasions both outside and inside building NO 3G coverage at all.
> 2. Tuesday 25/05/2010 - low signal strength dropping to read "NO SIGNAL" on regular occasions both outside and inside building NO 3G coverage at all.
> 3. Wednesday 26/05/2010 - same as above
> 4. Thursday 27/05/2010 - same as above
> 5. Friday 28/05/2010 - same as above

Look forward to hearing your response this time - as I have said this is your opportunity to retain me as a valued customer of Vodafone. This process of emailing back and forth having me answer countless questions that could easily be obtained if you sent a technician out to the location specified to investigate signal strength is not a very good example of the efficiencies of Vodafone, nor is it a good reflection on the value that Vodafone place on their Customers.



Response (Emil) 02/06/2010 07:12 AM

As previously requested I require 3 coverage issue examples within the last 72 hours.

I advise that a technician is sent through the area once a Service Request has been raised however as the information requested is yet to be provided a Service Request has not been submitted.

Kind regards,

Correspondence Team


Customer (XXXXXXXXXXX) 02/06/2010 07:28 AM

> This is ridiculous. Shall I bold the FIVE examples of coverage issues below so that you understand that I have provided them now on 3 occasions!

1. Monday 24/05/2010 - low signal strength dropping to read "NO SIGNAL" on regular occasions both outside and inside building NO 3G coverage at all.
> 2. Tuesday 25/05/2010 - low signal strength dropping to read "NO SIGNAL" on regular occasions both outside and inside building NO 3G coverage at all.
> 3. Wednesday 26/05/2010 - same as above
> 4. Thursday 27/05/2010 - same as above
> 5. Friday 28/05/2010 - same as above

Obviously all the above mean there is no COVERAGE on a regular basis which means I cannot use the phone nor receive emails etc... because the COVERAGE is so inconsistent in Richlands Queensland.

Hopefully this meets your needs to raise a request now. Where are you based to not understand what I have written?




Customer (XXXXXXXX) 02/06/2010 07:59 AM
> Emil,

Within the previous 72 hours the dates on the initial examples provided could simply be changed.

1. Monday 31/06/2010 - low signal strength dropping to read "NO SIGNAL" on regular occasions both outside and inside building NO 3G coverage at all.
> 2. Tuesday 01/06/2010 - low signal strength dropping to read "NO SIGNAL" on regular occasions both outside and inside building NO 3G coverage at all.
> 3. Wednesday 02/06/2010 - same as above

Hope this helps,

Please let me know the outcome.




Response (Emil) 02/06/2010 01:36 PM

Please be advised that a Service Request has been raised with our technicians outlining the issues regarding Network coverage in the area/s you have specified.

Your reference number is XXXXXXXXXXXXXX. Please quote this number when making reference to your report.

I will contact you upon the outcome of your CPD report.

Kind regards,

Correspondence Team


Still NO response!

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16150 Someone from WA thinks vodafone is EPIC FAIL at 5 Mar 2011 01:33:04 PM
Constant call drop outs, zero reception in my house which is in a supposedly high reception area. Crap customer service. the customer care line should be called the lack of care line. My handset has a billion features but if you try to use any of them it completely cracks the shits.. I WANT OUT!

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16138 Someone from Somewhere else thinks vodafone is Extremely at 4 Mar 2011 03:47:51 PM
I brought an iPhone, asking specifically about coverage in my home area. I was told there wouldn't be a problem. A week of dropped and missed calls, I get a follow-up from the salesperson, I mention the dropped calls, he tells me to switch from 3G to 2G - sort of making an iPhone pointless. After a year of dropped calls, I finally get out of the contract - told by Vodafone customer services that I shouldn't have been sold the phone to begin with. They offer me a year's refund in costs. When my next bill comes, the money is there, but I can't get it. Vodafone since changed their story and said that the refund was to keep me with Vodafone - which they knew wasn't possible. Oddly enough the phone call where I was offered this refund is the only one not recorded!

Vodafone lied to me, offered conflicting and poor customer service.

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16135 Someone from NSW thinks vodafone is still bad at 4 Mar 2011 01:57:24 PM
I have just contacted Vodafone to try and resolve an issue with my blackberry storm 2, problem is that I've never had the ability to use the MMS service. Contacted customer service and have gone through several procedures totally 45 minutes. Still no joy, in the end my advice was to back up the phone and wipe all data on it and reload??? WTF?? I know its possible to do but seriously if they can't resolve the problem from their side why would I take the risk of destroying the phone? No result, told to call back after I've wiped the phone, seriously Vodafone, don't use the Indian Sub Continent for customer service they are truly atrocious.

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16131 Someone from VIC thinks vodafone is Unacceptable at 4 Mar 2011 08:04:29 AM
SMS arrive 15 minutes late
Voicemail arrives but phone does not ring
Talk to customer service - suggest upgrade to latest software - but already have latest software

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16121 Someone from NSW thinks vodafone is getting poorer by the minute at 3 Mar 2011 05:46:25 PM
hi guys my past 8 mth with voda has been terrible getting worse every day my last 2 calls to customer service were helpful though, they gave me a month free on first call, second call they gave me my next three months half price so now im paying $50 still $5 above there infinity plan.my next call im pulling the pin just not worth it staying!!! no internet at all unless u stay up till 4am try calling some one at least 3 times before its connected our time is worth more than that.there is a tower im told by telstra with in 300 mtr of my house in carnes hill it was hit by lightning last year but instead of fixing it there building a new one 2 suberbs away no help for us here in hoxton park any way keep calling guys try complaining to (not sure how to spell it) onbudsmen as well

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16114 Someone from QLD thinks vodafone is Thank you come again at 3 Mar 2011 12:24:02 PM
Callback receiced from dude who insisted first thing he informed me was he was a "floor manager".
Advised him I had 6 different complaints- call drop outs, customer service, mobile broadband, missing notes they were meant to email to me 4 different times, technical support, billing
Like any other person there he could only help me with one issue- the bill of over 300 for my 79 plan- 1300 and 1800 numbers are charged at a higher rate- so next time there is a flood and cyclone in Queensland dont be ringing for help from the flood appeal or centrelink when you cant get to work and your house floods- they will take any support you get and suck it into their next bill.
Lodge a complaint with the TIO and contact Vodafone as per TIO to advise not paying bill as is part of the dispute.
Next morning, at work desk...receive text message....ah! Vodafone....."You have an outstanding bill."
Phone Vodafone...numbnuts tells me there is no note of my call yesterday to advise of TIO reference number."
Ring back - customer service- 2nd person suddenly can see the note and will stop further contact.

What is going on there? Vodafone all I want after 7 years is out- can you please get that right for me? Please???
12 Apr 2011 03:17:01 PM: As much as Vodafone sucks - please explain how it's their fault that you racked up call charges? While the circumstances are unfortunate, their call charges are not hidden and you have no right to refuse to pay just because you didn't make yourself familiar with the mobile plan you signed for.

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