Visitor to the country, on Vodaphone Pay-As-You-FAIL.

Terrible reception. Shocking customer service!

3G works half the time, customer service is BY FAR the worst I have ever experienced in my entire life!

so i have been with voda for 9 years!!!

but often overseas..

lists of complains

roaming suddenly stopped working in montenegro. croatia, dubai, and fort lauderdale

could not recharge when credit expired

suddenly can't make calls...for 24 hours-the cost to me exorbitant!

can't have text messaging forwarding to new vodafone number

couldn't multimedia text even though voda said i could (internationally)

could not get a new sim card sent to me internationally after losing my phone...excuse was it is not possible to send internationally....been with them 9 YEARS!!!!!

lara the voicemail woman is rubbish often putting me through to the wrong department

despite working internationally cannot get a new hand set sent to me internationally -- what vodafone has never heard of airmail?

I'm done moving on....sick of there ineptitude and poor service

15 years of being with them, just renewed contract and they cant do any better then take 20$ of my bill for 4 months.
all the usual probs, no customer service, waiting for an aussie to apparently call me back, all i asked was 2 new iphones, so now its threats with the ombudsman when i do get in contact.

I was in an accident overseas and had a lot of people calling me. Unaware that I was paying for these long distance calls my next bill was upwards of two grand. Vodaphone cut me off and their cust service refused to hear my story or even allow me to work out a payment scheme with them as I could not afford to pay in full at the time due to medical costs. I have since left them.

For anyone thinking of going with Vodafone and getting the new Iphone 4S, don't bother, go elsewhere. I ordered my phone on 26 October and it still hasn't arrived. I had to take time off work twice to go into the store because the 1555 help number couldn't locate my phone. Twice when I did call 155 I was put on hold, the first time for over 1/2 an hour, only to have someone else pick up and say how can I help you - so had to go over it all again. The 2nd time it dropped out whilst I was on hold and had to call back, wait for 1/2 hour, then explain it all again. Finally in the end they admitted there was an error and a new phone was ordered on the 16 November with a 'High Priority' and a delivery date of 3 - 5 working days. Two days later this was extended again with a delivery date of 24 November. It is now 28 November, I havve just called the 1555 number only to be told they have no idea where my phone is or when it will be delivered. Apparently though I will receive a text tomorrow telling me when it will arrive, maybe this time, unlike the last two times, it will arrive. I am not holding my breath and am going out to see what Telstra or Virgin can offer me. I've been with Vodafone now for about 8 years I think, never really had too many problems with drop outs or anything else but this time, they have dropped the ball on so many occasions and they have lost a customer for life... Do they care, I don't think so. So again, if you are looking at getting an Iphone 4S with Vodafone, save yourself a lot of pain and go elsewhere.....

I received my latest bill which was $50 over cap due to 'third party charges'. In the bill breakdown these all appeared as music downloads on the same day in the space of half an hour (when I was at work, with my phone in my pocket). I called vodafone to have the charges removed as I'm 100% sure that NO Music was downloaded to my iPhone. I was repeatedly told that I was wrong an that I, or someone else, had downloaded music to my handset through vodafone live, hence the charges. Whenever I mentioned the fact that this was impossible as I was at work, with my phone in my pocket, and that there is, ad never was, a single song on my phone or in my download history I was made out to be a liar, and told the best they could do was give me a 50% refund.

So either I've been scammed by vodafone, who've made a mistake and won't admit it... Or my account has been crammed by someone but vodafone don't want to know about it. Either way I'm pretty angry because I'm the one who's out of pocket.. And when I've tried to talk to them about it I've just been told that I'm wrong.

Great customer service vodafail.

Since day one I have have had been a horrible customer experience.
1. Them not changing from plan from a blackberry to an iPhone (when I gave instructions to)
2. despite being given the information upon ordering my new phone they didn't pass on my company name to the courier, therefore phone was not delivered
3. Roaming charges completely ridiculous even when I turned everything off . THey burn't me like that before.
5. Most recently and most frustratingly - I called them on Thursday 17 November to discuss a billing inquiry, and firstly there was a 40 minute wait to speak to someone, secondly when they did they said they couldn't look at my record and told me 'I' needed to call them back. Not good enough, why can't they call me when they know a customer want to speak to them. I asked them to call me back on the Friday at 10am (to date they've still not called.

Today 27th November some 9 days later I called them after no actionable response from their customer service, Facebook or twitter staff. They claim they called me yet um....er no voice mail from them, I only got a text message last week instructing me to call them.

For a communications company they really don't like picking up the phone to call a customer.

My partner was with 3, now been forced to come to vodafail and now even calling each other the reception is worse. It just staggers me how EVERYTHING they do is so wrong and they have no idea about customer loyalty, customer service or picking up the phone to make things right.

Epic Vodafail - I wish I could get out of this contract, its been nightmare since day one. Everything about vodafone does not work and definitely not for the customer. I want out - as soon as possible

went to the local store to upgrade to the new iphone 4s back on the 19th of October. Still can't get an answer on when the iphone will be delivered some 6 weeks later.Called the call centre 8 times and keep getting conflicting stories this is just gross customer service, i cannot understand how they run this business they are absolutely inept.

I live in Newtown NSW - I haven't been able to make or receive calls for the past two weeks. I have gsm phone

I am using iphone4 but the issue is the way they charge is incorrect and wrong information. I am on $69 cap plan and get $700 credit each month to used(Got 2GB for data allowance but never used it cause voda very slow connection). I register consume(iphone apps for credit allowance and limit) and always check/send sms to 1512 for credit left in that month.
According to that month, I only used $650 credit which I still have another $50 to spend and when the bill comes it said that I over used. So I need to pay $69(for my cap) plus extra around $20.....Based on my bill that $650 is not including GST....But everytime I send sms to 1512 to get my credit limit notifications left and it said I still have another $50 left.
It happens with me twice and I try to use the credit and stop making calls/sms/mms 5 days in advance so vodafail system will get an update for my credit limit. And even last day update before my billing cycle, I still has $50 credit allowance left.

In this case why vodafone gives or sends wrong information about my credit limit and not updating on their network?? so they can rip off customer money.

What a loser?? and it happens twice,contact customer service and they only said change provider or go to TIO(They don't want to solve or assist anymore)... and advise me to use only $550 instead of $700 credit allowance.

So whats the point I pay $69 and only get $550 ?????WTF...so dissapointed as more than 2 years with vodafone.......

I'm trying to access my account through the My Vodafone website, I am able to log in, but trying to access certain sections just leads to timeouts and error messages. A couple of examples, if I go to Bill History or My Details I get:

Sorry for the inconvenience

- There has been a communication problem and your request has not been processed. Please try again later.

If I go to Premium TXT I get:

Premium TXT
Sorry, something went wrong with your request. Please try again.

I called customer service, and they had me clear my browser cache which didn't fix it then for some reason had me visit google to see if that worked despite the fact I had already said I could log into the my vodafone site I just couldn't access any of the options.

Vodafone - you are a failure!!! A profound, unmitigated failure!!! I hate every bone of your organization. I despise you. Your CEO should be fired, as should the rest of your management team and the shareholders should start afresh. I don't even know where to start - tried to get though to your support, called 5 times each time ploughing through endless menu selections, and each time getting dropped by some outrageously incompetent guy in India. YOU ARE A FAILURE!!!!!

A simple one really. I would like to cancel my contract with vodafone as they provide poor service compared to Telstra. I have many dropped calls, called voda a few times, been offered different settings. Didn't improve one bit. When I finally called the cancellations team, I get yelled at by the person.

Vodafone wants to charge me $900 because my new iphone 4s has uploaded 3.5GB via 3G network. No one can tell me what has been uploaded and or where Im uploading data to. I'm currently waiting for the TIO to contact me. My service has been suspended and my case wont be investigate until the next billing cycle which is in the first week of December. Worst customer service ever!

In late August I rang up Vodafone with the intention of changing my number from a post paid to a pre paid account. I was sick of their shit which everyone is well aware and just wanted to keep my number which I've had for many years. My contract was due to run out on or around 7 September 2011. After speaking to one customer service representative, then being passed on to the customer retention team (even more annoying with their attempts to retain you), I was finally able to get the guy to change my account over. He asked me whether I wanted to do it straight away, or after my contract had expired. I said after it had expired because I don't want to pay and not receive service (which is what would've happened if I decided to change straight away). As I was on the $114 unlimited cap, I essentially paid for my service already.

Anyway he said he would have it done, without me needing to call back. I made sure of this because I wanted to make sure that this was the last time I would have to speak to Vodafone. He confirmed this and I was on my merry way.

Some time in October, I received a bill from Vodafone. I stupidly thought that this might be my last bill from them, so I paid it. In November, I received another bill from Vodafone. I knew straight away that they hadn't changed my number across and that I was essentially still paying $114 a month. I rang up on Saturday 12 November to try and rectify this issue, only for them to tell me to call back on Monday. I rang back on Monday, still without the issue resolved.

It's bad enough that they didn't do what they promised, I think this is just a tricky little technique they employ to keep customers. It makes me so angry as I've rung up about 5 or 6 times for this same matter and it's still to be resolved. Everytime I ask to speak to someone who can do something about it, or someone in Australia all the customer service representatives can say to me is I don't know if you will be transferred to Australia... Bloody gold Vodafone.

I have been trying to top up my credit for 2 days now and I can't get through to anyone in customer service and it simply tells me there's a tech error every time I try. I desperately need to make some important phone calls and this is causing me extreme stress - well done Vodafail, lost another one...

Having spent 5 hrs on the phone over 10 phone calls to their customer service and 2 TIO complaints, I STILL receive a text saying I owe them money after my account was supposed to be closed in June 2011 (currently Nov 2011). During another 50 minute phone call the operator tells me they credited some money they owed me to my bank account twice, so I owe them money. I checked my bank statements and this was not so. After waiting on hold for 10 minutes he comes back, gives me a transaction reference and stops speaking. I assume he meant check it with the bank, so when I became cross he rudely interrupts and says "STOP TALKING!" I was alarmed and stopped. After more confusion I finally decipher he means they wiped the supposed amount I owed them from my record. Apart from the utter hopelessness and dishonesty of their company, customer service and billing team that I have encountered over the last 5 months, I receive the RUDEST response from a customer service operator that I have ever received in my life. NEVER NEVER NEVER NEVER will I use Vodafone for ANYTHING ever again, so long as I shall ever live.
FAIL!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Being a (former) customer service rep for vodafail , i apologise for instances when was unable to help customers, human beings like me who had families and trying to make ends meet... My hands were tied. Add to that the frustration of being forced to do intermittent 6-day week or an extra hour of overtime (@$3AUD/hr) at extremely short notice.

Remaining balance not showing up in website, wrong name on account details online all of a sudden, tried to call and "they are dealing with urgent account maintenance". Not to mention calls always dropping out, no/bad service and bad customer service over the phone!

I live in Andrews Farm in SA and have a constant battle with getting signal on my mobile and 3G wifi I can never do any email or Internet stuff from home .Why did I go with this poor service from Vodafone? Will it ever get better?????? Just getting this message out has been harder than it should have been.

Vodafail is having a Sieble system meltdown that is causing its sales and customer service staff to be unable to even look at customer records. Transactions are just freezing mid process. Vodafail rather than fixing a problem that started yesterday overnight, in their infinite wisdom have decided that the middle of the business day is the best time to fix failing systems

very poor reception, drop outs, incorrect billing, and the worst customer service ever.

i waited 1 hour only to be told the system is down in India and they can not look up my account.

I asked for a supervisor after 45 mins they hung up.

I am glad i am out of my contract.

i have been a loyal voda customer sine 1998- i am finished with vodafone..

I migrated from 3 to Vodaphone in August and from the beginning things were not going well. First they told me that they would send me the new wi-fi modem in short time, after 5 weeks waiting I had to go personally to a shop to have this problem fixed and they didn't want to acknowledge the deal I've had because they said it was only an online deal. Once I had the modem the broadband speed was very slow and when I called customer service they told me to fix something with my network which I did but didn't help very much. Finally, after several time I ran out of patience and filed a complaint with the TIO and let Vodaphone know about it. Vodaphone told me that the area I live in has good coverage and they changed the modem and the sim card. Also because of my complaint with the TIO they said they will give me 3 months for free of internet service and a brand new "supermodem" which will fix my problem for good. This happened today. I told them that if there is no solution I would switch to other company and file another complaint with TIO,lets see how it goes.

1) I ordered a new handset over the phone after the website wouldn't allow me to place the order. They then tried to deliver the phone to my office but said they couldn't deliver which I can't believe being a large office.
2) So the phone was returned to Vodafone and I've been on the phone to then every second day for the last 2 weeks to try and have it re-delivered! Today they said that it's on it's way but couldn't give me a tracking number yet? They even have the hide to say it's going to take 4-5 days for delivery. Haven't they heard of customer service and overnight delivery?? It's a joke!

1 drop out 2 excessive bills, $1000 + 3 inconsistent and sometimes abrasive customer service 4 persistent and multiple texts regarding my bill even though i have updated my details on several occasions 5 charges for paper bill for the same reason 6 zero response to written feedback over time 7 complex feedback processes that do not work 8 denial of corporate history 9 plans and offers that are a desperate and not convincing attempt to retain customers 10 multiple identical messages and messages from three, who are not my carrier 11 general disappointment

Ive been with vodafone from last 3 months and i have 3 bars sometimes they drop to 1 and sometimes my iPhone shows searching on top anyways i have 1.5 gig of data that finished so fast coz i shifted my home and didnt had the internet there. I couldnt keep any track of how much data i used coz there system does not show me real time usage data. My data usage exceed by $8 and i called customer service, the guy gave me 500 MB to use and the next day i was happy i just have $8 up but when i checked my account balance it was up by $249 i called them and they told me its because of our system is designed in a way that does not show real time update. i was so pissed i told that guy in india that it use to show me when i was with optus but he keep saying tht there is no provider that tells you ur real time data. I told him its just to benefit the company and he had no answer even 3 updates their usage every day at 9 and vodafone do it after 48 hours and still that customer service told me you have to keep track and i told that idiot how can i keep track if you update it every 48 hours.. Im so pissed i want to get rid of it can anyone tell me how to make complaint about them and their shitty service?

I have buy new sim from vodafone and paid security Rs. 250/-, all enquireis have cleared but my sim not activated since till. i request you that please cancel the my sim and return mu security.

I have been trying to get information/service with regards to a plan I've just signed up with. I have tried calling them, using their online services (and I use the term loosely) as well as in person at one of their shops, all to NO AVAIL. The two issues I was trying to get help with were 1) changing my address that was from 4 years ago and was in a completely different state 2) to find out where my new phone was that I had ordered and received no notification of how long it would take to deliver or any email confirmation of my payment.

On the phone, I was put on hold for 45 minutes after the automated voice told me it would be a 4-minute wait. I was then informed that the query I had was meant to go to another dept so the person on the other line put me on hold to redirect my call. I waited another half hour before I just go so pissed of I hung up. I then went through their callback system to get another useless operator (who is clearly aware that there are no consequences for crap customer service) who then told me he's going to put me on hold to re-direct my call. I was too angry to wait again so I told him I refuse to wait another hour to have either of my issues addressed. I told him I wanted to cancel the plan. He said he'll have to re-direct my call. What exactly is the point in calling the "help" line, when if you do, there is NO HELP on the other end, just redirecting?

I then tried to log-in online. Again instead of being redirected by a person, I was 'redirected' to pages that either timed out or just didn't load. I was going through their "helpful" tips because I thought I might be doing something wrong. Now, I'm in IT so I'm not unfamiliar with navigating through sites. Their site it just completely UNHELPFUL and cluttered to manoeuvre through. I feel this is a deliberate tactic to confuse the consumer. There are loads of sections that are similarly named but with different information. Completely useless to garner any sort of useful information.

I then tried to go into the shop only to be left waiting in line, to get a ticket to wait in yet another queue. This is the sort of business practice their executives think is going to get them more clients?

I think everyone who has had an issue with Vodafone needs to post their discontent on every social media site possible. This is unacceptable as well as unethical business practice. I'm fairly shocked at the rapid decline of their service since they merged with Three. I am also going to be posting on travel sites that all travellers and expats should avoid using Vodafone in Australia (regardless of what their experiences were in other countries, because mine in the UK was ok). Regardless of how appealing it sounds, it's all a ploy to steal your hard earned money and ruin your day if you ever have the misfortune of having to call them for any assistance.

Thanks for letting vent.

Congratulations for getting the Samsung Galaxie 2 at 5$ only per month. Well Done.

However I have done better today.

I have 5 accounts with Three but made the mistake to migrate to Vodafone last month. For the past 5 weeks I have nothing but abuses and profanities against the Vodafone customers services and counter service staff, some of whom cried. I also threatened to walk off my contract without paying(I can lose my credit card and have new numbers reissued) and kicked up so much fuss with their priority service that they repeatedly called me to stop me from migrating back to Telstra.

I am saying this here so that you guys should repeat the same abuses to their Vodafone staff, I have used up to 5 phones to choke up their customer service line every time they put me on hold for more than 15 min. Make they pay dearly for their sloppy services and shonky connections. Guess what...they rewarded me by first waiving two of my 5 account of all minimum charges for 1 month, from last week. I abused them again today, they lifted the waiving to all 5 accounts for the next 6 months, saving me like $1,300.00 in total.

Who says that abusive and discourteous bheaviours does not pay ?

If you wish send me your response so that I can copy to you all the voice recording of the abuses and profanities I used, and the rewards Vodafone conceded to me following my beliggerence. Payback time for these corporate bulies.

OCCUPY WALL STREET.

After the last year nd many complaints to there overseas call center nd not understanding a word they say nd very poor customer service i went to telecommunication ombudsman nd lodged a complaint nd hey presto i speak to voda resolution center nd an AUSTRALIAN nd finally got my contract not commited anymore nd put on lower plan till decide who to change to with no early ecit fees or charges...

Lets start with the switch from 3 Mobile to Vodafail! 3 were fantastic for over 5 years! Still not officially with Vodaphone but already hate them! They lie, lie, lie and fail in every area!
Called to switch over from Vodaphone to 3 on the 10th October 2011, all good phone to be there between 3-5 days! 7 days later no phone! Check website, it says upto 10 days for a new switch over! Call up they say to wait for 10 days(you did said 3-5 to start with)! Ok 10 days come around and still no phone! Call up and they have stuffed up a whole shipment of new phones! There is no way to track them as they ruined the tracking numbers! Thanks Vodaphone! Told to wait another week as they are dealing with it! Call back again, now out to 16 days, they cant find it, try calling the dispatcher or AAE! Call them, they say they dont deal with consumers, only vodaphone! AAE cant find it cos the tracking numbers are wrong! (why I am calling and not them, i dont no! its their job to call around and fix it not me!)Call back Vodaphone, this time they decide to do it for me! Man calls dispatcher many times and says they are not there! Well the lying little man was told that I called 10 minutes before I called him and they answered my call! He places me on hold again and calls them again, surprise surprise they answer this time! But they cant help me and then calls AAE and they say its somewhere, but they cant say where, but the problem has been fixed and it is transit! Told to wait until the following Friday, will be there, no problems im assured! That Friday comes around, now 25 days since I started, and no phone! Call back and they try to go through the whole process again, and this time I tell them to sort it out themselves and call me back! They do and say that AAE where unable to deliver the package! How or why they dont no but it is being returned to the dispatcher! I speak with AAE and after talking to them we discover that Vodaphone stuffed up the address which is why it didnt get there! Ask Vodaphone why they didnt call me "as you are not a customer we are unable to contact you" - again LIES - I am a Vodaphone mobile broadband customer(which by the way doesnt work and is as slow as dial up and I live 5 minutes from the CBD in St Kilda Road), I tell them and they ignore me, they seem to know im right but just cant say anything!
So now ask where to from here and can they send the phone again, no they have 'cancelled your order and you must now reorder'! Could not understand this but go through the whole ordering process again and lets see how it goes, BUT I am told that as the phone I am after is in high demand there will be an extended wait on the product! I lose it after that, after 25 days I am told they now dont have the phone in stock and I have to wait after I have signed up for a second time! After he stuffs around for a bit he finally says he can get my original returned phone, sent back out to me, but I have to wait for it to be returned! better than nothing, but why they couldn't just do that instead of re-signing up I will never no!
Now I still sit here waiting 29 days later and still no phone! Now onto their complaints department and TIO!

I am with three and was sent the bill from Vodafone. I rang the number on the bill waited 24 minutes and was put through to Vodafone who said no you have to speak with Three. I questioned this and he said I will put you through to a Supervisor and was hung up on. I rang back to speak with him again and apparently no one by this name works there. Amazing. It took over 38 minutes the second time to speak with someone.

Service is worse in the last 4 weeks. 20 "CALL FAILED" and dropped calls in a row, every single phone call drops out!!!!.....on two different handsets and numbers....SMS never arrive or delayed by hours.....full signal 3G yet unable to download data and calls diverted to call catcher despite full signal....all this in metropolitan Sydney....IT IS GETTING WORSE NOT BETTER.....resolution involved customer service going on about my handset (there are 2), my SIM (there are 2) or that my area doesn't seem to have any problems. Reducing my monthly spend as a gesture of goodwill was in fact downgrading my plan with less benefits.....a smokescreen!!........I'M LEAVING

Every call is dropped. EVERY ONE! When a call CAN be connected, you have to be totally still and NOT MOVE THE PHONE MROE THAN 0.5 CM! otherwise of course, dropout! Texts randomly fail. data is sometimes acceptable, others it is dead. it is totally pathetic, i have been lied to many times by customer service - the few times i have actually gotten through to complain and query if the handset itself (Galaxy s II) is faulty. Spoke to 3 different stores, all deny ANY issues EVER with VF.. BS! We are being lied to every day. I work for an outsourced provider that services a department of VF's customer service.. All I can say is they look even flimsier internally than they do to the public, reactionary corporate BS - profiteering A$$HOLES. Switching to Virgin.

Ordered a white Samsung Galaxy II on 18 September 2011. Order was processed but no phone arrived. After a week plus called Vodaphone who advised that there was a delay with the phone. Called customer service (CS)a number of times since and on 20 October (verbally and in writing) was told that the phone was already despatched to AAE but CS had not received a consignment number. Yet another call to CS last week and was told that no phone was actually despatched as there were none available and CS did not know when they would be available. At no stage has Vodaphone sent any updates to advise on delays. All contact had to be initiated by us and seven weeks later we still have no idea when the phone will arrive. This is a disgrace and any organisation that conducts itself this way deserves to fail. We understood that Vodaphone was trying to rebuild its customer base - no wonder it has to if this behaviour is any indication. If you are considering Vodaphone as a provider then be warned - you are signing up for a provider that does not care about its customers and treats them accordingly.

After being able to use my online account for the first six months of my contract, my online account was cancelled. I couldn't log in to my online account for five months. I waited at a vodafone store for 45 minutes, and when I told the employee my problem he said "I can't do anything" and walked away. When I called customer service they told me to register my phone online which I attempted countless times. Everytime I tried to register my phone they sent a password by txt message to my phone, and everytime I entered it online it was rejected as an "invalid password". The issue was resolved only after I made a complaint to the telecommunications Industry Ombudsman. I will never go with Vodafone again and luckily I only have 2 months left on my contract. I can't wait

I send an enquiry through their website about my new service with Vodafone. Its really frustrating to have this kind of automatic response in RED COLOUR. They really have problem on their network that's why I complain. I was expecting they would be apologetic for that and not being rude with their RED writing. Its a disgusting level of customer service.

Vodafone response:
"
In order for us to respond to your enquiry as soon as possible, this is an auto generated email response based on key words you have provided in your email.
We hope this resolves your enquiry to your satisfaction however, if not, then please continue to submit your question and reply to the email that will appear in your inbox.
We will then respond to your enquiry within 48 hours through our email support team. "

Hopless service ns customer service iphone so slow and constant call drop oit and poor coverage. Tried to cancel contract they wont only offer me little less monthly or want me on new contract totally hopless service..

Recently we moved to a new home close to the Westmead Railway station and shocked to realize that we don't get signal in side our home. I really hate vodafone for their poor service.

im up in country NSW in korora and out of nowhere my fone just said NO SERVICE and has been like that since 8pm last night til now 10am this morning, have reset network settings, rebooted, everything u can think of. even in sydney cbd the 3g tends to not work every couple days. im contemplating going to telstra, but there customer service is horrible. but stil they have th best coverage, expensivest plans.

Vodafail the sooner you fall the better Australia will be. You've no consideration for the Australian consumer. You charge for service you can't provide and you don't compensate. The sooner the industry ombudsman needs to step in & remove your licence until you can deliver what you advertise. You say your network has been upgraded but your resolution team says otherwise....bit like your customer service hotline....transfer to many departments hoping we give up....you totally under estimate the Australian consumer

Vodafone is so useless they cannot check their call logs or phone logs. Instead they decide to run in circles hundreds of times. They never call back. They provide more than poor service. Wait times are ridiculous. Customer service team barely speaks english. If I could influence anyone who I havent already influenced to not go with Vodafone, I would influence everyone on the planet. Vodafone = ONE HUGE FAIL AS A COMPANY.

Recently, I requested a number change with Vodafone. I am currently on a prepaid plan and I know that it costs $19.95 to have a number changed. I am also informed that when requesting this kind of service, a customer can request for their desired number format e.g. 61449599*** (left three asterisks at the end so that the system can generate a good mobile number.) 8/11 customer service reps that I have spoken to in the last few days say that this is not possible and I would have to pay $275 plus $19.95 if I want my new number to be a specific format. The other three customer service reps knew what to do and advised me that the format mentioned above was perfectly acceptable. Vodafone, I cant believe your'e trying to sell me something that nearly costs $300 for a simple number change that should cost $19.95! :(

I took out a mobile broadband a couple of years ago. Having not used it in months I decided to cancel my contract and pay for whatever was remaining. After a horrid phone call where customer service was trying to sell me other products and trying to have me keep the product I no longer wanted, I finally thought I was rid of Vodafone once and for all. 4 months passed before I actually noticed on my bank statements that I was STILL being charged for the service I had cancelled! I called back again to have this problem rectified and this time was told the money would be credited within 3 weeks! So 6 weeks later, I call back as no money has been credited to my account and was told "oh yeah, we didn't seem to have the right bank details so we couldn't send you the money" This is the same account they were taking money from! So had I not called or realised what was happening, I may not have ever seem my money again! I will now wait and see if my account is credited by the end of the week. I am not holding my breath!

I have been with 3 for 12 years with little trouble....bring on Vodafone...1st day after having to switch, received wrong phones!!! After finally getting a phone that was not what I ordered and then spending 4 hours on hold, I was advised to go into the Vodaphone store where my problems could be soughted out.
After spending another 4 hours in that store, we came to an agreement that I would accept the phone I did not want because they did not have the phone in Australia that they had advertised! I rang on Monday morning to activate the sim card for the phone that did not fit in the phone as my new phone required a micro sim and Vodafone had sent me a large sim card....3 times!!! I am now waiting for the service to activate...4 days later after the message on the activation told me that the service would take between 2 hours and 24 hours!!! Go vodafail. I have tried to call back and let them know how pathetic thier customer service is and also that this is the worst company I have ever had to deal with but the Indians in the call centre can't give me any answers so who can???

I called to cancel our contract with Vodafone after finally getting fed up with coverage issues all around Sydney, particularly in the lower blue mountains and after losing my 2nd $10,000 contract for work due to voicemails being delayed over a week...

First Call: July 2011
Spoke to lady in call centre (name withheld) regarding cancellation. Long story short, she will send out some bags for the current iPhone handsets to be retrieved and when they are received at their centre, they will waive the early termination payment and send us a bill for what is left owing.

What happened... Very little, in fact NOTHING!. No bags sent out. Next month... another bill.!!

Second Call: October 19th

Called to remind them about bag and query why it was sent to NRG debt collectors with an amount we have no record of. No real sense made here and my wife hung up after 45mins of going no where.

Third Call: October 26th

Called to as about what was going on and put in a new request for the bags. guy was helpful. He put through the order for the bags and said they will arrive in 5 days or so. GREAT. Asked him what to do about NRG, "Just call them and tell them about our arrangement." No problem.

Called NRG... they are just interested in getting their money and said that we need to call Vodafone regarding any amounts that have been revised.

Called Vodafone back to get the revised amount after the phones get sent back and to get the account back from NRG.
Basic customer service could not help so tx me to other dept.
He said that the account was sent to NRG in August, a month after I asked for the contract to be cancelled. When I asked about the other $1000 added on the NRG bill, he said some was commission and some was a early termination payment??? I said that it was waived and he said OK.

I asked him to pull the account from NRG and to forward me the amount left outstanding. He cant do that until he gets the phones back. So when/if the bags get here, we will see.

To vodafone, how can you possible sell a product to the customers without first checking that it is suitable for the consumers use e.g the mobile c3-00 is an appaling apparatus it is very difficult to get anything working on it and your customer service is not very helpful, yet your all for us paying on time. All the promises made this phone as not deliver I really regret having purchase this rejected product now I am stuck with it till such time.

We purchased 3 Iphones from Vodafone, were told that the reception was better than most (utter lies) and that we would be more than happy with there service. Nothing but lies from them, we customer service so many times it was ridiculous. Finally posted on there facebook page and they escalated the problem from us. After the usual 25% discount for 3 months nothing has changed, they are still crap. Our next stop is the TIO we want out of there fraudulent contracts. We are paying for 3 services and cannot use the phones. Vodafail.......

i am on vodafone's so called $29.24/ Mnth Cap. i have used extra $ 17.6 in Oct. 2011 month because there was 4-5 days delays in the balance updates. i always check my balance so i dont exceed my limit but vodafone is very unreliable. vodafone is unable to provide a real time balance but never late in charging extra usage to the customer. i have also signed for balance alerts but this does not seems to be working! did not even receive a single alert. i have neven seen such a bad customer service with a telco company.

Just been on the customer service line hold for two hours, due to not being able to access data for the past two days, finally got hold of someone who informed me that the entire State of NSW has no capability to access data coverage, they've known about it for the past 48 hours but can't give any indication when the problem will be resolved.

So all of you in the same boat save yourself two hours on hold because thats the situation as it stands

I am 3/Vodafone and I continue to have issues with poor or no reception, phone shuting down and restarting, and not recieving messages till the day after. My phone has very limited reception in my home so I have to go otuside by a tree in the front garden to make a call or send message as this is the only place I seem to get reception. I also have trouble sending mutimedia message as they sit in my outbox for days before they actually send. I was also recently in Townsville for 2 months and was billed for all data use during this period (even thou I have a data packeage that I pay for on my contract). When I spoke with customer service I was advised that it was because I was on roaming...I was still in Austraila and not in a remote area?!? I also tried to explain to them at this time that I was having alot of reception difficulties, and whilst I was doing so I kept dropping out, so they asked if they could call me back on a landline beacuse they couldn't hear me clearly...I made the point that this is why I wanted out of contract but unfortunatley my phone dropped out before I heard their reply!

My Internet and phone calls keep dropping out so I have to keep cAlling customer service and be put on hold for hours then they tell me my bills over one thousand dollars when it only rose so high because I have to keep recalling and reconnecting to the net my phone freezes also and they do nothing to help just put on some random from overseas who tells me Theres nothing they can do
I will never ever ever make the mistake of getting myself in a vodafone contract again.

Have been with vodafone for years and with a hesitation took another contract with them due to loyalty. When I first started using vodafone they were the best provider on the market and coverage was second to no other company. Customer service is still of an exceptional level within vodafone and for that they should be proud...mind you, someone has to hear the heat and anger of complaints and unfortunately that is your customer care staff and they deserve a payrise for patience!!
My screen again displays NO SERVICE...this is an ongoing issue and as for paying an extra amount of money for internet usage I shouldnt bother because I can never get coverage!! Which is in itself infuriating since I purchased a top of the line phone via Vodafone contract so I could have the internet/work in my pocket...HA!!! Epic Fail!!!
When sharing my frustration my local vodafone store told me that it was the handset creating the service issue....strange because the HTC Desire is a vodafone promoted phone!! Another Epic Fail and frustrating point!!
Im close to certain that my phone would have network coverage if it were necessary to text me a payment reminder, actually...it does because I always get reminders, why you ask??? I have no problem paying for a service but it leaves a real bitter taste in my mouth when I have to pay vodafail $79 a month for no service other than apologetic custormer service, so they wait :(

Ive got iPhone 4s in last Monday , I've called 7th time to customer service to activate my new sim card but it's Thursday still no service in my mobile what the hell is this????

Order an iPhone online, but never got a status update. Customer service didn't know either, so I cancelled my order, for which I received a text. I then went to a store to place a new order, and today I received two handsets. I have been on the phone for 1 hour trying to sort this out, but have been transferred to 5 different departments, none apparently having any sort of authority for any actions.

I limit the amount of calls I make as it continually drops out....So I bought two cans and some string...its makes for a better call connection. The reception for internet is beyond ridiculous....i think its still searching for the server....just by accident it should have found it by now. I went into the store the other day too discuss an upgrade to the new Iphone 4s but because I have 11 months ( in vodafone terms a decade) left on my contract I would have to pay $644 to finish the contract. I nearly fell of the seat...do the customer service people understand what we are experiencing....I bet there contracts for phones are with Telstra.

I was originally with 3, which was fine for a while, but mother made me switch to Vodafone for some upgrade reasons. So I've been with Vodafail for about half a year now and my first incident occurred with the last bill that I need to pay soon.

I understood why I have the amount owing, but I was not happy with the way they were charging me, and how SLOW their service is. Basically, I posted on their 'Vodafone Community' about how I didn't like receiving a bill I was unaware of, considering I am a loyal customer and text to 1512 everyday just to make sure I'm on track with my usage. They never let me know that my exceeding amount was $78, instead it stayed on 0 the entire time up until the bill arrived. So I asked them if this was a way of milking money off customers? Telling you you're not exceeding and then charging you under the radar. I told them I would've been happy to pay that amount if they did their job or upgraded their service and notify me earlier about how much I was exceeding.

Now the point is, instead of replying to my post and helping me out...I receive a 'private' message saying my post was removed because I wasn't being nice and it didn't flow with the guidelines of the post forum. They also said I should 'treat them like how I want to be treated' - which then ended with a "Thanks for your help in keeping the community a friendly, productive environment for all members."

Really? I'm sorry, but I'm pretty sure that majority of complaints don't end with a friendship bracelet. I wasn't a happy customer, and that was expected. I didn't swear, I wasn't being racist, I didn't do anything to offend anyone. Deleting my post instead of fixing the problem? Nice work, Vodafone! Now you're IGNORING customers. Hooray for poor customer service!

I have been with Vodafone for over 6 years. My mother, brother and father are also with Vodafone. None of us had experienced any problems with them to date and they were offering plans with the new iphone 4s that suited me. I went in today and requested the iphone on the $59 a month CAP plan (with $0 to pay for the phone). Unfortunately I am someone who is easily persuaded by salespeople, it's just my nature, so i always do my research first so I know what to get and don't get ripped off. The salesman today - and what a salesman he was - gave me every reason under the sun why I should go with their new INFINITE plan as opposed to the CAP plan, telling me the CAP plan is more for overseas calls while the infinite plan is better for local calls etc. Tried to sell me the most expensive one and i flatly refused. Eventually he had me agreeing to the $45 INFINITE plan with an extra $17 for the phone. All up not much difference to the $59 CAP. But then the extra charges come in, an extra $4 a month for another 700MB of data since it only comes with 500MB (as opposed to the CAP that has 2GB!) and then the insurance was offered as well. I was hesitant and he said don't worry all this has a 14 day cooling off period. To which I asked if that also meant changing the plan and he said of course, I could change the plan with Vodafone Customer Service. After thinking it over I decided I had been talked into something I didn't want and called customer service to change to the $59 CAP. He was very helpful and changed the plan and deleted the extra $4 I had bundled on for extra data and at the end of the conversation I also confirmed that the $17 for the phone (as part of the INFINITE plan) had been deleted to which he responded NO, I still had to pay the $17 as that was an agreement with the store. How can it be since every Vodafone store and online offer the same thing! I called the store and was told the following:
"The $17 is not reversible. Once I have signed up for the contract, the handset charges will be the same no matter what plan I change to"
I then called Vodafone customer complaints and told the lady the situation. I was then on hold and ten minutes later she returned to say there is nothing she can do about it, she has spoken to her manager and he said there is nothing customer serviced can do, I will have to enquire with the store. I told her that was not good enough and requested to speak to the manager. I was put through to the Accounts Manager and he still claimed that he could do nothing. I told him that was unacceptable and eventually he said he could offer me a $5 per month credit. This would mean that I am paying $59 a month for the CAP plan - which should include the handset for $0 plus an extra $17 that they claim I cannot get out of. With the $5 credit I am giving Vodafone $12 for absolutely nothing! Not Acceptable. I told the Accounts Manager that this result was not sufficient and that I will be inquiring with the ACCC to which he said "fine go ahead" and hung up!!
I have never experienced anything like this in my life. Firstly from the Salesman (who is actually the MANAGER of that store - Bondi Junction Westfield) - who didn't exactly lie but certainly did not give me all the information and the truth. Secondly why does Vodafone have a complaints department if they don't actually try and solve those complaints. If the account manager could credit me $5 he surely could credit me $17!
Is there anything I can do with this? It just seems like a complete rip off and I am now stuck with paying alot more than I wanted to for the next 24 months - money I can't really afford to just throw away like this...

Call dropouts constanlty... soon as I dial the number, drop out, as soon as someone answers, drop out .... mid conversation, drop out. So frustrating, I've had to use the landline, which is going to be quite pricey this quarter. All this started when I received a message to say upgrades were being done, more like downgrades. Trying to get on to customer service is a joke, there is none.

I needed a new phone and ported my service from 3 to vodafone on a Sunday. I was told the service should be active within 24 hours and to ring vodafone customer service if it wasn't connected by noon the next day, i.e. monday.

I waited until Tuesday morning before contacting vodafone customer service, waited on hold for 20 minutes. When I got to speak to someone that person told me they would transfer me to their connections team. That person then hung up on me.

I returned to the store where I got the phone to seek their assistance. After 30 minutes I was told that it would take another 24-48 hours to connect my service, because they had thousands of iphones to be registered.
I told them that this delay was not acceptable and asked for the contract to be cancelled. I was told that this was not possible. At this point I threw the phone on the floor, tore up the contract and walked out.
Good luck to vodafone in getting any money out of me. I will be going elsewhere for my new phone.
Vodafone can kiss my 4king azz.

First of all I have ordered a black iPhone 4S, and they shipped me with a white one. Wasted half a day trying to sort thing out(80% on hold waiting, with 90% drop offs after waiting for 30 mins+!).

Then they cannot activate my sim, after 5 -6 fail transfer calls to their Activation department (which all dropped off after waiting more than 20 mins!), its finally activated. BUT THEN.... they activated on the wrong account and I have to drive to the local store, get someone to call them up (because by this stage I could not possible go through their Indian customer service any longer).

NOW after everything is finally sorted (took 2 days), there is NO RECEPTION! I live in Lidcombe, and on my Telstra iPad it shows FULL bar, but crappy vodafail only has 1 or even no bar. I even try to call my phone, and 40% of the time it wouldn't even get through and went straight to voicemail.

So regret of taking on vodafail because its 20 bucks cheaper than Telstra. For those thinking about signing up with vodafail... DO NOT DO IT! AS IT CAUSES MORE GRIEF THAN IT SHOULD. I would rather pay a slightly more premium price and get PERFECT reception and coverage.

How good is this mob. ive been a customer for the better part of 5 years. I think thats pretty loyal. Ive finally had a gut full of receiving sms in the middle of the night that were sent during the day. im sick of rining my mrs and leaving VM only to find out she never got her VM. Finally i ring customer service lol .. i say lol because i got the "we will call you back because we are busy". well true to their form they called me back and without even talking to anyone i was put on hold. I got cranky after 45 min and hung up. What a bunch of incompatant turkeys. I want out of this place. I have 6 months to run on my contract and im thinking about just paying it and getting clear. such incompatance

I don't need to worry about exceeding the data limit because the Internet data rate is 0 bps most of time. Poor network, poor service...

I have just signed with Vodaphone, SIM only. I had read all the bad press and decided that too many family members were with vodaphone not too sign up in the short term for the cheapest plan (I now have to pay for a phone for the first time in years!!) I went through the online selection as I was going to port my number from another company as well and as it was only going to be a few days max would be faster than the nearest shop on the weekend.
My fun started after setting up on the 30th of Sept and then making enquiries on the 4th as to when I would receive the SIM. The "status" showed an update on the 1st Oct and nothing since. I wanted to knw what was up. The helpdesk were inept. As I did not have an account setup all they could say was there are notes in their system but I should get it soon. When I quizzed them on the statement in the online form that says "When should I expect delivery (1-2 days standard)" they said it can take about 10 days for the approval process to be done??? To which I "played" with them and pushed my point in many different ways to get them to show me they knew what good customer service is (did they bend over backwards? No way!!). I did this over 2 days and on the second day they told me there was a problem with the expiry date on the ccard I gave them so I gave them the details again. I thought about it and it was then a Friday i thought I would go to my nearest shop on the w/e. I rang them back again and asked thyem to cxl my request. Oddly enough, 3 hours later my ccard company rang me and said there was a security breach on my card where someone had billed $5 to my card and that they had a few of those that day and said I had to cut up my card!!! - Coincidence after cancelling my order!!!
SO, i went down to the shop on Sat, was helped brilliantly in store and got everything signed up correctly and was told 3-4 hrs for the number to be ported. ....Monday, still was on the old network and then got a txt from them asking me to ring them, seems the wrong (previous telco) account was entered and they had to redo it again. 2 hrs later it was all finally done.

Now I am a patient person as it did not fuss me as I had a working phone. i would have killed someone if i was dependent on a phone for business and it was the only one! But as I tried to stress to the staff, "you have set my expectations by giving me access to details of when I should expect things to be happening. Either remove the expectation or amend but most importantly be aware of what your company exposes to me regarding what the expectations are"!!! - this they did not understand.
So, I am looking at their performance over the next couple of months with regards to the "service" and whilst I work out what my usage will be and if they are squeky clean, 6 accounts stay with them, if not, I will do everything to convince my family to move to another carrier.

amaysim is better everything=

coverage
prices
customer service
everything

No wireless broadband in Morayfield/Caboolture for 4 days now. We moved to Voda as rates cheaper than main wireless competitor. Wotta disappointment! MAJOR FAIL! Customer Service gets you an Indian call centre which is not briefed on what is really going on. We rely on Internet for communication all around Australia and the World. Still no sign of resolution by world's largest mobile operator.

In Sydney City, trying to make calls and can't. The network seems to be permanently congested. I have to try for 10 mins just to get anywhere. Can't even ring customer services and complain. Rubbish!

After putting up with poor coverage, constant dropouts and no coverage at all which has cost me thousands in missed work I was forced to port my number to a different network. I am now being told they want to charge me a cancelation fee as I ported before their cancelation team could call me back to cancel the contract. I was not informed of any early cancelation cost when speaking with customer service. The reason they could not call me back was that I had no service at all unless I went to a different suburb. I will never use vodafail again even after being with them since at least 1998. I will warn anyone about signing up with them as well and my family will also be changing networks.

i sent a letter terminating my 2nd line on my accountin feb 2010 they stopped sending paper statements and i just found out in july 2011 after querying my bill i dont go onto my online account as i can see what i pay on my bank statement. a woman from vodafone said it wasnt cancelled but would cancel it now but will only refund 3 months of payments i am getting no where with customer service and cant get to speak to anyone higher than a team leader. i have told them i am terminating both my account and my wifes bit i am not paying the termination fee they are just not interested

I am British, living in Spain and had been a loay customer of Vodafone for over 12 years. In 2009, before I went to spend 3 weeks in Malta, I phoned their Customer Service Dept to enquire about the cost of raoming for use of the internet, e-mails etc, for the time in Malta. The staff were poorly trained and couldn't answer my enquiry - I had to call them 3 times and ask for a supervisor before they eventually informed me that the cost would be increased form the usual 12 Euros per month package cost, to 60 Euros per month or part. Off I went to Malta from the 29th Oct returning on the 19th Nov. I expected to be charged for 2 months @ 60 Euros each, therefor 120 Euros. When my next bill arrived, they had charged me 647 Euros, yes that's 547 Euros for just the e-mails / internet - the calls were extra. I phoned several times to complain and was told they would look into the matter...but instead, I received a further bill for another 352 Euros!! Its about time some kind of regulation was brought in for mobile phone companies - they think they are a law unto themselves! Clearly they coudn't care less about their image and reputation. I have snce moved my contract to Orange who seem to be a much more efficiently run company. Terry (PERSONAL DETAILS REMOVE) 3rd October 2011

My nightmare started two years ago when I started my two years $59/month iPhone contract. First, I was told I can use my $350/month credit to make any calls including international calls, I wouldn't sign up this contract if I knew international calls are not included because I called overseas quite often. Then the first month,I was charged almost $170 more for the international calls I made while I still have hundreds of credit remaining, and I called their customer service, they said international calls are not included in the $350 credit. Then I went overseas, and sent 1 text email, vodafone charged me $83 and wouldn't explain how the amount is calculated. I didn't receive a bar of signal in my office in the city, and my phone was cut off shortly after it's connected 80% of the time. I feel the nightmare would be over when I called in to cancel the service last month, but I was wrong, vodafone haunted me again. I lost the number I was using for years because vadafone said once I cancel the service with them, my number cannot be transferred to another mobile provider, and even I re-open my account with vodafone I cannot keep my old number anymore. The only thing that I am glad now is that I'll never ever deal with vodafone anymore, the worst of the worst companies ever!!! Bad coverage, bad sales, bad customer service.

I recently swapped my existing contract from 3 to Vodafail, as they are merging. When i did, my first bill consisted of 2 plan charges. My existing $79 cap, and my $29 cap from years ago, plus excess usage charges. That plan did not even exist, it was ended when i started my $79 cap... yet i was charged both. I called them, they could not explain why this had happened and told me i would received a credit on my next bill. Today i receive from vodafail on the 7018 number that said i owe "$146.23 due to usage not covered by plan allowance". I call them and ask what is this about? He told me he can't help me, he can't access that information until tomorrow when the billing comes out. I said to him, no, you sent me a text about the charges this morning, you need to be able to explain what they are about. He was evasive, and i kept querying him (him being Glennn, ID number 39395). He said to me "how are you not understanding what i am saying" implying that i was stupid. So i got his name and ID number. But got nothing out of the call. I have NO idea what the charges are about. When i look at my online usage it says $0.00. Yet the text says i owe 146.23. Nothing but incompetence since i have changed over.

Suffered with extremely poor levels of reception and at times, equally poor customer service for around 18 months.

Reception issues are to the extent that almost all calls are very distorted, and the vast majority of calls have to be made at least twice due to the distortion/drop outs (my itemised bills are testament to this!)

After 3-4 calls to customer care, Vodafone offered 3 months of line-rental at a discounted (50% rate), promising that the network in my area would be upgraded to dual band during this period. I have experienced no notable changes.

I am also a Corporate Friends and Family customer with a Vodafone line that used to be serviced by Mobiz, but needed to be ported to Vodafone when Mobiz closed shop. This should have been a simple process of submitting an application form.

I have now submitted my forms twice, and allowed five weeks for my service to be ported over but to no avail.

The most frustrating part of this all has to be the time spent (2.5hours so far) trying to firstly navigate through the automated portion of the customer care, then trying my utmost to stay calm whilst talking to customer care.

The Australian-based Business Team have been particularly helpful (shout out to Gemma and Aidan), but their offshore counterparts seem to be instructed to LIE and insist that they cannot transfer customers through to Australian-based extensions, unless pressed hard on the matter.

This is by no means a racist rant, and it's clearly not the fault of the operators themselves, but it is poor form of Vodafone to be creating so many hurdles for what should be relatively simple operations such as contacting a specific team member when provided with their precise extension number.

Ultimately, I am almost certainly switching to Telstra shortly, happy to pay a premium for what appears to be a premium service (coverage etc) based on friends and family members' experiences.

Signal dropouts all the time. 2 weeks ago got call from sales guy who wanted me to renew. Told him about my poor dropout history and how their customer service people always wanted to reassure me that the service had been improved in my area. He told me that the customer service was overseas and they didnt know the local situation (impressed me no end). Told me that there is an upgrade schedule to June next year. (great just great). Within a couple of days i received a Huwai wireless transmitter in the post so I can share my connection within the house. Wan$ers dont realise that you have to have a connection before you can share one. Counting down the days till I go across to Telstra

Attention: Vodafone Customer Support
Reference: Denial of Mobile Phone Service - Account 6XXXXXXX
To whom it may concern,
I have, for some time now been putting up with poor mobile phone service. We have waited for the well publicised network improvements to no end.
The main problems we have experienced are:

calls continually dropping out between 30 sec and 3 min
having to dial a number of times to get a connection
poor voice quality
denial of internet access in areas as close as 3km from the Perth CBD,
continual denial of voice and data services in the Perth Metropolitan area, particularly in the suburb of Leeming,
very poor network access in rural areas where other network operate acceptably, and
dysfunctional customer service including, failing to call back when lodging an enquiry and inability of operators to answer a basic question.
We believe we have been extremely patient with Vodafone denying us reasonable access to a service for which we are paying. The service is at times so poor that it is affecting our business.
We request that our mobile phone contract be immediately terminated for mobile number 04XX XXX XXX. We look forward to an immediate and prompt response.
Regards

vodafone@custhelp.com

Attention: Vodafone Customer Support

Reference: Denial of Mobile Phone Service - Account 6XXXXXXXX

To whom it may concern,
I have, for some time now been putting up with poor mobile phone service. We have waited for the well publicised network improvements to no end.
The main problems we have experienced are:

calls continually dropping out between 30 sec and 3 min
having to dial a number of times to get a connection
poor voice quality
denial of internet access in areas as close as 3km from the Perth CBD,
continual denial of voice and data services in the Perth Metropolitan area, particularly in the suburb of Leeming,
very poor network access in rural areas where other network operate acceptably, and
dysfunctional customer service including, failing to call back when lodging an enquiry and inability of operators to answer a basic question.

We believe we have been extremely patient with Vodafone denying us reasonable access to a service for which we are paying. The service is at times so poor that it is affecting our business.

We request that our mobile phone contract be immediately terminated for mobile number 04XX XXX XXX. We look forward to an immediate and prompt response.

Regards
Over the Failure Customer

dropped calls and bad customer service

I Can't call out i cant text. Inside my House or outside my house. I sometimes even go up the street for a bit better and it still drops out. No matter where i am i'm scared to be on the phone to long because it could drop out at any time. Theyre customer service is a complete JOKE! i cant call them because ill get put on hold so long it will cut out. so i tryed putting an on-line complaint in. off there website i got an auto response saying i have good reception so i changed the complaint to outline there lack of thought. they then proceeded to e-mail me ( auto response ) the same msg as the previous auto response about 94 percent of Australians have great service.I since have not had a reply but it has not been 2 working days yet which they said it will take. so maybe 2 weeks. i live in a house of 4 people (including myself) and we all have massive problem no matter Where we are. we are all changing providers.

I'm wondering if we can discuss Crazy John's here. Crazy John's own website states it is part of the VHA group. VHA is Vodafone Hutchison Australia which operates Vodafone, 3 and Crazy John's. Many people like me are signing up with Crazy John's not really aware that Vodafone, 3 and Crazy John's are the one company. I'm stuck with a two year plan with Crazy John's not to mention a bill for over $1000 for 3.1 Gigabytes of data that at this stage appears to be due to a faulty phone handset as we really just use the phone for a bit of facebook and a bit of news on the web. Their customer service in cases like this is disgraceful and unethical. They won't give me anything in writing to confirm what our method of bill payment is. I've just submitted an application to the telephone ombudsman. We will also investigate making a Freedom of Information request because we are worried they still have my wife's banking account details even though we have cancelled the direct debit payment. I'll write more when I find out we our allowed to discuss Crazy John's on this website. I suspect as the 'Vodafone' brand name losses trust with people the company will merely continue to trade strongly under the 'Crazy John's' brand name.

Yesterday I called Vodafone to complain about the above issues which I have been experiencing for months and only acting upon now. Vodafone customer service said that the reason why I'm experiencing the issues is because of the merger of 3 and Vodafone. I was told that a technical support person will contact me to explain further details. Frankly I do not want to wait for their excuses. What process should I take to cancel my contract??

repeated credit card debits that bear no correspondence with bills sent through.

Surely charging our credit card in an unauthorised manner must be illegal??

We have tried to address this with customer services via telephone to be told to send an e-mail which is never followed up on..

Today when I suggested that we would take this matter further and instruct legal action i asked for an official address to send the correspondence to and was given the first name of the "senior manager" and when i reiterated that I needed a postal address they hung up the phone.

This organisation seems to have a smokescreen of customer serve designed purely to delay and irritate to the point opt giving up..

How can a major corporation maintain such a poor quality of customer service???

Nick Hall

firstly i complained about the three lots of crap customer service i received within two days and have received nothing back. and now my phone doesnt work. despite numerous phone calls they're like oh sorry. vodafone sucks. now i have to go into a shop and have them 'fix' it for me. jerks

I just received my Vodafone bill and got a $202.69 add-on for 1,902,509 KB of national data on a Nokia 6760 on 15-Aug-11. However, the phone was used only for phone calls and e-mail so I am at a loss to figure out how one can amass that much use (the phone normally uses 8 KB to 215 KB). Called Vodafone customer service (India) and after 45 minutes had to talk to a supervisor (Kripa) as the original customer service agent would clearly not listen to my complaint. Received a call back from Kripa a few days later and stated that Vodafone investigate the charge and the data usage was from the phone and that I now had to pay the entire charge. I asked for the list of websites or other data sources where the usage was incurred from...she stated that that information is confidential and they do not keep track of that information. I know that all data backed up and monitored by government security agencies...so she was unwilling to provide me with any information on where the Nokia 6760 downloaded that much data. As they were unwilling to reduce or eliminate the charge which is a normal practice with US cellular carriers (including Vodafone's affiliate Verizon), I stated that I would pay the bill but complain profusely to others I come in contact with, as well as file a complaint with ACCC. I also switched out the SIM on the phone to a simple unlocked Alcatel voice/SMS-only phone as having a smartphone is a "ticking time-bomb" in American parlance to being assessed major league data charges regardless of whether one actually used the phone for Internet and e-mail or not!

2 Months ago, I had no network coverage on my phone, which took almost a week for vodafone to fix.
On top of the usual call dropouts and bad customer service, which I have called to complain in the past, I was extremely frustrated. They advised that the issue will take up to 7days to be fixed. UNACCEPTABLE. and they had the audacity to send me a bill for the month. Just at the end of last month, my blackberry completely failed on me. I took it in to the store and asked to have it repaired. The salesperson said that he's seen a similar case and that it's a software issue, and therefore I'd have to wait a few days. What he had not told me is the fact that I will have a data loss.
The following week, I went and picked up my phone, only to realise that it has been swapped over with a new handset. The problem I had with the phone was the screen, and I had lost everything. Not a single contact number. I was upset at the fact that the storeperson failed to mention anything about possible data loss. After the incident, I got my phone bill, which I refused to pay. If anything, I deserve something for the data loss. I called up vodafone to complain. They told me that they will give me a month fee off for the network problem 2 months ago. However, they can't do anything about the data loss. The man from mumbai made me feel like an idiot by saying it's common sense to expect data loss even if the storeperson doesn't tell me that there will be data loss. I argued, the storeperson is not a trained technician, and he has every right to inform me that there may be data loss, it's the storeperson's mistake and I should not suffer from his mistake. Nor does the customer care person have any right to talk to me as if I lack common sense. When my screen breaks I do not expect my phone to be replaced if I don't get told of it. Then he started cornering me for not backing up my data. Nothing worked on my phone. I couldn't even call out or receive the phone without having the screen working properly. I'm about to lodge my complaint to TIO. I'll see what they do after I lodge my complaint. All I'm left with is anger and frustration.

Well well well... I have to admit that Vodaphone have actually normally been pretty good... that was until I recieved a $480 internet bill!!! What makes no sense is that Vodaphone admitted that since they have changed their internet technology in my area they need to upgrade my USB as I don't get any coverage anymore due to my device not being compatible! They have told me that there is no way that someone can hack a Mobile Internet USB, yet I have been charged for days when I am not even at my house, device is not in computer and computer is not turned on! Customer service was a disgrace, told me that it was my fault, even though I have never used more that 4gb a month in the last year.
Spoke to technical support and gentleman was great and offered me a free upgrade due the coverage problems... I have had the computer checked and no application was running in the background.
Can anyone tell me how this is possible or what I can do to rectify it!

I have been with 3 for a number of years and have always acknowledged that their coverage is not good outside of major cities...........but that is not my complaint. 3 have always been first class on customer service and could be relied upon to assist where possible and advise if there was a problem. I had chosen for my personal mobiles (which included the wife and all the kids as well - 5 services in total) because i had had difficulties with billings in the past with Vodafone and it took me a year to get my name off a "bad credit" listing that they had instigated.

Imagine my dismay when i discovered that 3 was now part of Vodafone. Still, have to give everyone a second chance..............

Now, my eldest son was sent a message regarding upgrading his phone (it comes out of contract in 3 months) and the same week we all received notification that 3 was now part of Vodafone "officially". He decided that it was time he had his own account rather than using mine so we needed to transfer ownership and then he could upgrade to a new phone.

I called 3, explained the situation and they told me no problem but that the new phone would be with Vodafone as they were now all one Company. I asked about the ownership transfer and was told that it should be fine and could be done by phone but would be easier "in-store". Knowing all the ID problems normally associated with transfers I thought, yes in-store would be easier.

We arrived at the recommended store (Innaloo, WA) and noted the big new signs with 3 and Vodafone on them but also noticed a large queue.......but that is normal so we queued for approximately 30 minutes. The somewhat harrasses sales lady finally spoke to us somewhat rudely and we explained what we needed to do. We were then informed that they would not do it in-store because it took too long and because they were a Vodafone store and not a 3 store. No amount of arguing would help and we were told to call 3 and do it on the telephone. We were also informed that Vodafone and 3 are seperate Companies.

After an exchange of words we got the message and went outside the store and called 3. I explained what had happened and was told that the gorl in storw was incorrect but as we were on the phone they would do the transfer there and then. It took about 30 minutes in a noisy shopping centre but we got through it and the changes to ownership were made.

Needless to say, I was still a little upset with the store so i went back in (queued again) and complained to the Manager saying that i wanted to lodge a complaint. She listened then told me that the sales assistant was correct and that they did not have to deal with the issues from 3. Apparently all the stores had complained about having to deal with ownership issues from 3 and that 3 was supposed to be a seperate Company and all changes should be done on the phone. Again, apparently they had been told that a memo had been sent to all phone staff advising them not to direct 3 customers to stores!!!!

I explained that I had spoken to three different operators at 3 over the past week and that they all appeared unaware of it. I was told that it was not her problem and to take it up with 3.

Fortunately we only have 3 months left on the Contracts.............good to see that Vodafone have not changed and are as inept and unhelpful as ever. I am never going to recommend them to anyone, and cancel all services at the end of Contract...........I suggest that all 3 customers do the same thing......Vodafone will muck you around, overcharge you and be down right rude to you if you dare question them.

I just got a text message from vodafone saying that i owe them $496 0_0 , i rang customer service and they said they needed my security code and i don't know it, so they said they need to talk to my dad about it and if i tell my dad that i apparently owe them that much money he will kill me.

Greetings from the UK. You will be unsurprised to know that vodafone as just as useless here in the UK.

Been battling with shit data coverage for the most part of my 18 month contract. The problem is much more pronounced in built up areas i.e. the square city and Canary Wharf. Typical problem is full bars, mixture of 3G or HDSPA connection but no data flow. At my desk in the city....lucky if I get a connection 5 / 6 times a day.

Never once made it past the morons on customer service desk. Usual drill is power down phone, remove SIM etc. They also have this bullshit trick of asking you to connect to another network. They then conclude it's a handset problem and bump you. I might record one of the conversations just so you can get a flavour of how clueless these muppets are.

Had the problem on both an unbranded HTC Desire and an unbranded Samsung Galaxy S2. I've used speedtest.net android application to document and prove the point (of course customer service not interested one bit). I got SIMs from all five big providers and ran the tests. O2 cames out tops. Vodafone didn't even work half the time so utterly useless.

Contract up on 13th Oct. Can't wait. Will move to either O2 or 3 network.

Only way this will ever really get sorted is if enough people start leaving. I'm at the front of the queue.

I use a MacBook, and Firefox browser, with a frustrating issue with the pocketwifi mobile broadband.

Internet access to some sites (such as this one (but couldn't use the CAPTCHA so posted this at work), yahoo.com.au) are fine, but reported a problem on Thursday 08/09/2011 regarding access to a range of other sites e.g. www.google.com, www.gmail.com, www.myvodafone.com.au, www.bom.gov.au. Spent 30 mins on the phone and was advised the technical team was investigating with no estimated time to resolution, and to keep trying. Called Vodafone again on 12/09/2011, another 30 min call and got told the same thing, but other callers had lodged this issue with about 500 people affected. Requested them to post this issue on their outages page so people could be updated, and requested a called back when problem was resolved but was denied on both fronts.

They did offer some "consolation"... which was "credit" back for lost data but was advised I would have to call back to request it.

Why would I want to call back again after making two 30 mins calls already?

Vodafone, TERRIBLE customer service, and seem absolutely unwilling to take proactive steps to keep customers up to date on the situation. Regular updates and transparency should be a minimum if you can't provide satisfactory resolution in a timely manner. 5+ days is not good enough.

This is the editorial from the Sydnet Morning Herald editorial regarding Vodafone and other telecommunications companies --

"Your call is important to us"

MARKETING researchers refer to a critical tipping point at which customers become sworn brand enemies, consumers so passionately enraged by service failure that they will bad-mouth a company at every opportunity and go out of their way to sabotage the business in any way they can.

The "Vodafail" website is, unfortunately, a good measure of the extraordinary level of customer rage among telecommunications consumers. The parody site offers dissatisfied customers a chance to share their pain - and compete for various dubious honours such at the longest time spent on hold (257 minutes continuously). The site was constructed by a frustrated customer during the time he wasted trying to resolve his problems with Vodafone, which makes an obvious point. Yet the telecommunications industry has been fully deregulated since 1997 and such competition is supposed to deliver price and service benefits. What has gone so wrong that more than 200,000 Australians complained to the Telecommunications Industry Ombudsman in 2009-10, double the number of complaints annually in the considerably larger British market?

First, Vodafone is no standout when it comes to poor service and confounding consumer information. It seems all telephone companies go out of their way to exploit the increasing complexity of telecommunications services to their advantage, making consumer choice virtually meaningless.

Take the so-called cap on which most mobile phone contracts are based. "Capped" means limited or shut off, and so implies a maximum payment. But in a phone contract a cap is a minimum payment. Go over the cap and call prices and data costs rocket.

One case highlighted in an Australian Communications and Media Authority inquiry, released last week, featured an overwhelmed father who was unable to determine when his daughter had reached her $129 cap and found himself facing a $4544.71 monthly bill. Research by the Brotherhood of St Laurence found that if the first 15 hours of mobile phone use cost $79 a month, the next 15 hours put the bill up to $889. Other consumers are paying too much for plans far above their usage. With smartphones and service "bundling", the market is just getting more complicated. The authority's proposal that ''cap'' and other misleading terms be banned and that the true, comparable cost of a two-minute call, for example, be disclosed makes good sense. It's up to the phone companies to turn their reputations and service levels around. It would be real failure of the market and the industry if regulators have to step in to clean up the mess.

I signed up a two years contract with vodaphone, it's a $59/month cap plan. The sales person told me that I have $350 credit each month to use, and I asked him if that includes international calls, he said 'Yes' and saying it's about $1/minute. My first month bill turned out to be over $170 because of extra international calls not covered in the plan while I was having almost $300 reminding in my credit. It's bullshit! I went to the store, and a different sale person saying the international call is not included, and ask me to check with customer service. Another time is when I went overseas and sent one email via my iPhone to Australia, and they charged me $83 for that message and wouldn't explain to me why it costs that much. The reception is the worst mobile reception I ever experienced, my company located very close to sydney CBD, and many times I don't even have one bar of signal, and whoever I called get cut off within 30 seconds. The customer service is confusing and not professional neither. I called this month to finally terminate my two years contract, and they kept asking me if I want a new plan or transfer my loyalty to my friends, and why I don't want to continue my contract. The reception was so bad I cann't even hear her voice properly on the phone, it was quite ironic! I was very upset and became quite angry, I said to her ' I don't want your new plan or any other services, I just glad this one is finished and I don't want to continue because I don't like your services at all.' I just so happy now that my contract is finally over, and I don't need to deal with Vadaphone ever again, the worst company ever!!!!!

Iam located in Burwood Vic 3125. Have not had mobile internet since 6/9/11. Its now 11/9/11 and still no service. On the phone with customer service 3 times for a duration of 30 minutes at any given time. After all that and 3 phone calls later I am informed that there are network upgrades for pocket wifi service! During upgrades customers in my area will experience problems with this service. I was told that the time frame is indefinite for my service to be reinstated?! I was told to keep trying the service daily to see if my service comes back on. Cancelled my pocket wifi service as
of 11/9/11. Not good enough vodafone. I have a business to run! Signed up to a naked adsl service with iinet with a modem/router. Despite the great deal with iinet I am still out of pocket because of voda. I changed my mobile service from voda to Telstra and havnt looked back since and have been very happy despite Telstra being more expensive. Vodafone you are failing your customers rapidly! Get your act together! Telecomunictions giants can go broke too!

Yesterday I decided to update my mobile phone from vodafone to another service provider. I've been having problems with my phone since I got it and was told there was nothing I could do about. I've also had problems where vodafone have completely forgotten to send me bills. But I've just sucked it up and waited till my contract was up. Yesterday I was told that to switch from vodafone to another provider I needed my account number from vodafone. I was told that I could just walk into a vodafone store and they could just write it down for me since I didn't have a bill on me. I walked into the store and was told that I had to call customer care myself to get the account number. The staff in the store were not busy, the few customers in the store were all being looked after. And they had 5 staff members on and could have spent the 30 seconds looking it up on the computer, but i didn't question it and I thought whatever I'll call 1555. Luckily I only waited two minutes to speak to someone, but when I asked for my account number they refused to give it to me. They asked me why I needed it, I told them it was for business. Like I need to give a reason - it's my business.
They put me on hold, a minute later came back and told me they were putting me on to their supervisor. I was put back on hold, finally someone came on and again I asked for my account number. This went on for about 5 minutes. They were stalling and refusing to give it to me. I was trying to be polite, but I was so frustrated by this point. All I wanted was my account number - I couldn't believe how hard it was to just tell me. When I explained again that I needed it for business, that I was moving to another network they reluctantly agreed to give it to me if I would stay on the phone for another two minutes afterwards to go over a new plan or network problems. The person finally gave me my account number and I repeated it to confirm. They then started to go into their spiel to keep me on the network so I quickly interrupted and thanked the person and then hung up before they could say anything else. WORD TO THE WISE: because I was very unwise, If you need to change service providers, take a bill with you so you already have YOUR information on you and don't have to deal with vodahell!