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

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19034 Someone from NSW thinks vodafone is Failed. at 2 Aug 2011 09:31:07 PM
Hi,
Being a loyal customer who has never had any problems with Vodafone for the past 6 years or so. I am frustrated that Facebook was advertised as being free on my plan. However, after calling customer service when I realized I was well over my cap from data usage with Facebook, they stated that Facebook was only free through accessing 'm.facebook.com' and not through the iPhone application I had downloaded. Vodafone clearly needs to be more clear cut with data usage information.
3 Aug 2011 07:40:46 AM: This is something I think a lot of people would not be aware of!!

In a weird way I find this the most disgusting this of all as this clearly is misleading the public.

Please send an email to fairfax or sydney morning herald. I am sure they would want to pick up on this story.
3 Aug 2011 09:10:48 AM: It is disgusting, out of all the iPhone users out there on Vodafone, how many would know this? A large majority of my friends have iPhones and are with Vodafone yet did not know this until I informed them.Ridiculous.
3 Aug 2011 12:28:25 PM: That is really bad, it would be worth sending in a tip to SMH or http://delimiter.com.au/anonymous-tips/ so they can check this out and let more people now.

Vodafail.com Moderation Team
3 Aug 2011 03:56:52 PM: Just done. Been thinking about this and one might argue that they did not know the increased traffic after the merge might cause all the problems they did and that moving the call centre to Mumbai caused more teething problems than they expected. These are the reasons I have been giving myself to stay with them as the unlimited plan was a pull.

The above though is just blatant manipulation of the truth. I have had it now with these guys. I am all for competition in the market place and hate monopolies but feel that Vodafone either has to

1) Make a change at the top and clearly sort out their culture
2) Stop lying to the public and admit they got it wrong and are still getting it wrong
3) Bring back the call centre from Mumbai and show Australians that they actually care by creating local jobs and as such is a way of 'giving back' to the economy
4) Sort out the false advertising which is nothing short of zero integrity
3 Aug 2011 04:13:32 PM: Yea, it has been 5 months since they announced their network and customer service upgrades. Although it took them years of underinvestment in their network for it to degrade so badly so I imagine it will take them a few years to sort everything out. They just can't expect everyone to hang around that long while they get it fixed.

The call centre definitely needs to come back to Australia. When it's night time in India and day time in Australia, someone from Australia should be able to answer the phone.

Vodafail.com Moderation Team
3 Aug 2011 05:29:05 PM: Hi,
I'm the original poster of this and was just wondering If anyone could help me out, I am currently over my bill by $250, evidently from data usage with facebook. When I called customer service, they simply stated I had to pay for the bill since it was my fault for accessing it via the iPhone app and not via "m.facebook.com". This is a huge amount considering I usually pay $47 for my plan and Iphone ($29 cap). Everyone I know that is connected with Vodafone and has an iPhone has been accessing it through the iPhone application. Thanks
3 Aug 2011 07:59:15 PM: Hmmm...if you can't use the apps then their terms and conditions lie.

I have the prepaid brochure next to me and it says:
Unlimited mobile access to Facebook, MySpace, Twitter, LinkedIn and Foursquare is only available within Australia and only if accessed via the sites: mobile web sites (m.facebook.com, m.myspace.com, m.twitter.com, m.linkedin.com, m.foursquare.com), Vodafone Central or official applications for compatible handsets from the sites using Vodafone Live access point (APN).

Note that is says official applications for the compatible handsets so you shouldn't be charged any extra data. The only thing it calls out is the use of 3rd party applications.

Postpaid sould have similar terms and conditions
3 Aug 2011 08:31:31 PM: Thanks for pointing that out! It seems ambiguous since it says the application must be accessed using "Vodafone Live access point".
4 Aug 2011 08:35:34 AM: The access point (APN) is just the Internet settings for the phone. If you can access the Internet using Vodafone then you are using the correct APN.
4 Aug 2011 09:04:24 AM: Then I am using it correctly. However, after calling customer service 3 times, and making them read these term conditions above, they still seem to insist the only correct way to access facebook for free is via "m.facebook.com". This is absurd.
4 Aug 2011 09:15:58 AM: Yea it does sound like you are correct and that using the iPhone app shouldn't be charged. The app would actually use less data than the mobile site so you would think they would be happy. Just be persistent and tell them you are going to the TIO if they can't resolve this because it is a breach of the terms and conditions you signed up to.

If they still don't want to remove the charges then you can file a complaint with the TIO. They will have someone from vodafone call you within 10 days to sort it out.

Vodafail.com Moderation Team
4 Aug 2011 09:39:35 AM: Thank you for the help, it's greatly appreciated. Just another thing i'd like some help with. When looking at the data usage online, there were some things that did not add up. I was charged $61 for using data at 4am in the morning and $30 at 5am - I would be sleeping at these times and I have wifi at home so I don't know what these charges are for. Customer service stated it was from some 'auto updates' with the iPhone, but if that was the case, wouldn't it just use my wifi?
4 Aug 2011 12:25:28 PM: Hi. This makes sense as some charges call or data sometime only get 'registered' or processed overnight.