So after my internet speeds being reduced to below dial up speeds, every call taking ten seconds to connect only to drop out I complained by formally writing an email to Vodafone. I had mentioned my issues as well as the time it takes to call their customer service was a joke. After a string of emails being sent back and forth they agreed to cancel my contract without charges and would transfer my number to another provider. The string of emails is actually quite entertaining, started off with me saying how shit they were and the responses I got we're based around if I was to re-phrase my responses they would be happy to help, they hardly did!

Today I get a bill for the full 24 months of the contract plus cancellation fee's and all the rest of it. What am I supposed to do?

The 3G coverage is terrible and seems to be getting worse and my calls drop out ALL the time. I continually have to switch my phone off and on to get it to find the service. I work in Parramatta and live on the North Shore and the coverage is equally bad all over. I was told by the ever-useless call centre that it's because i am using an iPhone, will they never tire of that rambling?
I have the latest software, my husband, who is on telstra has NO problems at all!!!!
I phoned customer Service yesterday and had to phone 5 times as the call kept dropping. The guys I spoke to on the other side didn't know that Sydney is a city, they kept asking me to quote the postocdes of the suburbs I was having trouble in, I said "ALL of Sydney", the guys said "I only have North Sydney and Sydney here, are you having trouble in both places".
After 5 phone calls where you have to continually give them your mobile number and pin number - so they can identify you!!! (what's up with that???) - I almost had a total melt down when the woman told me I would have to pay around $350 to get out of my contract! I told her I would have to keep it then but would be doing everything in my power to make sure that everyone I knew, knows how terrible Vodafone is and that if they were thinking about it, they should use ANY other network!!!!
I HATE VODAFONE!!!!!!!!!!

I have had repeated complaints to the rude vodafone customer service people about continual drop outs and no service and "gremlins" in my phone, I have received a 25%discount on my next three bills! But it didn't show up on my most recent bill! Now I have no service and can't even call the pathetic service provider. To say the least I am fed up, I have 5 months of my contract left until I can ditch this pathetic service provider and go with someone that can provide a service of some sorts.

Once upon a time...I stupidly went on a 12 month $49 contract with VF + $10 for insurance.
Around 1/2/11 my phone suddenly decided not to charge. Left it on charge all night didn't charge.
2/2/11 Charged it all day at work, still didn't budge so decided to bring it to VF Morayfield. Didn't have a loan phone so they told me to go to Northlakes.
3/2/11 Went to Northlakes, Loan phone was not up to par with the money I'm paying them so they told me to go to Chermside and go to FoneBiz.
4/2/11 The phone charged a bit, lasted me a half days worth, was still calm and collected. And was Ok with not having a phone on the weekend.
7/2/11 Went to Chermside Fonebiz, it was under warranty so it was free, turnaround was 2-3 days.
9/2/11 Got the phone back from Fonebiz, was working fine, they upgraded the software didn't find anything wrong with the battery which was initially the first diagnosis. Phone was working fine and charging for about a week and a half.
20/2/11 Left to charge at night
21/2/11 Woke up to find phone not charged at all (again) Still cool and calm.
23/2/11 Went back to Chermside to Fonebiz but stopped by Chermside Vodafone to let them know (they didn't have a loan phone anyway) Guy was rude, told me to go to Milton (their service centre) at 4pm during rush hour telling me that they're open til 5.30pm and they'll fix it in 1 Hour (I knew it was bullshit). So wnet to Fonebiz and told them what happen, said they'd have to send it to Sydney (10-12 days). Decided to just send it via VF.
24/2/11 Went to VF Northlakes (seeing as they were the ones who told me about Fonebiz in the first place). Sent it away, no loan phone want me to go the 3 to see if they have one and by that time I was no longer a cool cucumber, was an angry red tomato.
Rang VF customer service to let them know I have no phone and everything and told them to waive my fee til they fix my phone. They took note and put it on record.
2/3/11 Phone was ready, come pick it up via txt message. So went after work, and guess what,,,,Yeah thats right They couldn't fix it. Here's what their 'report' said,"The handset has been assessed and has been deeemed to have been subjected to physical distress which has damaged the unit. This is unable to be covered under the handset warranty" What utter bullcrap, I did not drop my phone, and wouldn't Fonebiz picked up on it when I first got it fixed?
Day of hell continues..Rang VF customer service about it.
The best they could do... Pay them $125 for the exit fee to go on another contract with a different handset or pay them $293.96 + 60 to get out of the whole contract(might as well pay the $60 a month it all adds up the same)If I go via Insurance I still have to pay them a fee (ridiculous) They think money just grow on trees or they think I have a goose laying golden eggs. Either way they want me to pay them money for services that I am not getting. My old phone is locked on another network and it doesnt have 3g which I'm paying for.
Tell me how is this fair?? Do I have a leg to stand on if I take this further or should I just shrug it off and pay them the $293 just to get the hell out of their evil, money hungry clutches?

Was a custoner of Vodafone since October 2007.
August 2009 received advice that my contract was due to expire and was offered a new contract and a new handset. I had been happy with the service I had received from Vodfone so (ominously) agreed to renew my contract. I advised I was moving to Perth from Adelaide and advised my new address details so that they could deliver my new handset.
September 2009 discovered that reception at my new home in Perth was virtually non-existant and that I had to travel 5kms to get decent coverage. Contacted Vodafone to advise them of this and to follow-up the wherabouts of my new handset that I had not received. I was advised that Vodafone would complete tests to measure reception near my home and that it would take 2 weeks. I was also advised that I should have received my handset by now as it was delivered to my address in Adelaide. I told them I had advised them I was moving and had given my new address details but these changes had not been made on my account. Vodafone advised they would resend my handset to my Perth address.
Given the poor reception I had at home I signed up to a Telstra contract and redirected my Vodafone number to the Telstra number so that I could receive calls - I was looking for work at the time and had provided potential employers with my Vodafone number some weeks before.
In November I received an account addressed to my Adelaide address via mail redirection. I AGAIN contacted Vodafone to update my address details and to enquire about the tests regarding poor reception. I was advised they would contact me in this regard as soon as they could. I then, rather stupidly it would seem, paid the account in full.
In February 2010 I received another bill addressed to my Adelaide address. I had not received any further contact from Vodafone regarding the poor reception or the handset and had not received any calls from Vodafone despite the diversion to my Telstra number still being active. I (erroneously it seems) assumed that the contract was null and void as i had not received any service of any reasonable level since the renewal of the contract in August 2009.
I had not contact from Vodafone for 10 months until...
December 2010 my sister has a chance encounter with the new tenants living at my old address in Adelaide who provide her with 2 letters - 1 is an account from Vodafone. The other is advice that they have passed the matter on to a Debt Collection Agency. Fed up of the poor service I had received using the Customer Service Line I decided to email Vodafone. This also allowed me to keep a written record of my contact with them. I sent the email on 24/12/2010. I received no response.
On 25/2/2011 I sent another email to Vodafone seeking a response to my email of 24/12/2010.
On 1/3/2011 I received an account from Vodafone for $638 being the outstanding amount for "service" and a cancellation of contract fee chharged to my account in December 2010. Absolutely fed up I called the Customer Service Line and speak to a CSO. He was perfectly polite and listened very patiently as I relayed the whole story to him. He advised I needed to call the PDR department on 2/3/2011 so that they could resolve the issue. I asked if he could update my address details to show my Perth address (the 4th time I had asked Vodafone staff to do so) and he told me he couldn't do that!!
Today I call Vodafone again. The first time I got through the call was disconnected mid-sentence. The second time i got through I spent 1 hour speaking to 4 different people before I finally got to speak to a manager. He advised me that, as I had "failed to advise my new address details" I was liable for the full amount. I told him I had advised my details on numerous occasions but that they continued to send accounts to Adelaide instead of Perth. He then told me that it was my fault for assuming that I didn't have a contract with Vodafone anymore. My argument is, if I never received a handset, was not receiving accounts and had no reception, why wouldn't I assume my contract had been cancelled! He went on to tell me that Vodafone's records are accurate and that he can see no record of me contacting Vodafone to advise them of the issues I was experiencing. I asked if he had any record of the contactmade my Vodafone to me in August 2009 when my contract was renewed...he said he DIDN'T!!! I asked if there was any record to show that I had never received the handset. He advised he would have to look in to that and asked if he could call me back in 5 minutes. I waited 2 hours for him to call me back and when he did he told me he would have to call back again on 3/3 as he had meetings to attend.
I have since lodged a complaint with the TIO.
Unbelievable!!!

Hi,

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

I have been a customer of vodafone for over 3 years, constantly putting up with receotion issues, and customer service is apauling!! I obtained work 13 kms from a queensland Towm called Clermont, as the vodafone would not work there I had to open a Telstra account, I now refuse to pay vodafone the remainder of my contract until may 2011!! Off course Vodafone blame me for working to far from a major city!!! what a joke!!!

12mths into my 24mth contract. Coverage so bad i cant talk for more than 10min without dropping out. Zero reception at home. Total over 7 hrs on he phone to customer service, transfered to over 25 different people. Given them 5 mths to fix my problems and they wont offer me anything better than to pay out my remaining contract $1000 or 50% off my bill for the next three months. Neither of these solves my problems and i shouldnt need to pay for a service that i cannot use. Obudsman application FILED!

Over the last 10 years I have used half a dozen carriers across 100+ locations across 4 continents and 10+ countries. Vodafone is the drag of the drags. My service is often unavailable across sydney metropolitan area. On occasions I have had no service for hours where I work in the Sydney Darlinghurst area - which is one of the most densly populated in Australia, so shoudl ahve *outstanding* coverage; after 1h+ trying to get through to somebody vaguely informed at Vodafone I was told that they knew nothing, that nothing could be done and my call got dropped!!! I find the customer service to be slow, monumentally incompetent, usually passing me from one person to another, virtually always loosing my call. The use of off-shore slave labour as call center solutions is nothing new, and I have certainly had many competent/pleasant experiences, but the Vodafone staff are totally clue-less every single time (my good experience in this area was, surprisingly, Telstra, whom I use for my Internet - their call centre staff in the Phillipines were excellent - and *no, I do not work for Telstra, or own shares etc...*).

Bottom line. Vodafone is in abysmal state. The responsibility rests squarely with the top-level management, including the CEO. The only way this company is going to change is if the management team is replaced with people who get the fact that they have *serious* problems, and bring some new ideas. If I was a Vodafone shareholder, I would be asking why the CEO has not been replaced by now - nothing personal, I don't know the guy - it's just basic accountability!

Every night here in WA i try and log on to my Vodafone 3 wireless broadband but 80% of the time it is down for quote "routine system maintenance" SOMETIMES FOR 3 hours every 3 or 4th night CUMMMOOONNN !!!!!
i hope Hutchins telecommunications are making lots of Profit because that can only be the reason for the 3 and Vodafone merge because customer service and quality product certainly isn't
Sell 3 back to India and improve your services !!!!!!!

I opened up a dialogue with Vodafone (Aus) customer service centre last December complaining about the incredible drop in coverage and in particular 3G coverage in my home suburb of Croydon Park (SA, 5008). Stated how 3 months prior I had excellent data coverage. Then it all went South right at the same time Vodafone issues went public. Vodafone and I determined through their helpdesk my iPhone 3Gs or Sim wasn't at fault. Was told to wait for a resolution on Jan 6!! Hadn't heard anything back so I contacted them earlier this week (end of Feb) and got the reply of `your upgrade options'.

I mean WTF? Seriously? They are charging me full price for 3G coverage that doesn't work and now they have the gall to ask me to upgrade?

Pathetic. Any assistance would be greatly appreciated.

I have resolved my problem with VF. Thanks to the advice on this site I finally contacted the TIO after weeks of going nowhere with the so called 'customer service' staff.

I still look at other peoples' pain stories on here because I wonder how long this disreputable company will be allowed to get away with fraud.

Definition of fraud goes something like: Accepting money by false pretenses when contracting by verbal promise or written commitment to supply goods and or services knowing full well you are unable to actually supply said goods or services.

Also just wondering when the word 'their' was changed to be spelled 'there' as is common with postings on this site?

I'm from Ascot Vale in Victoria. At least I can keep my friends (using other networks) amused with the truly ridiculous antics of Vodafone/3. Constant call drop outs, no reception, poor missed/delayed texts, uncontactable "customer service"... well, hang on; that's not exactly true. I can receive and make calls - if I go into the backyard and lean against the clothesline, or stand in the middle of the road. And I have been able to contact "customer service" on a couple of occasions. After waiting so long I've been able to mow the backyard. Twice - the grass re-grew. They could possibly be providing a fantastic service, but just in a different language. An effective tactic, that one. Well, to be fair, I did speak to someone in customer service once who spoke English. They explained to me that the problems were either (a) in my imagination or (b) could be solved by immediately upgrading my phone (and did they have a deal for me!!). I particularly loved the suggestion that, if I experience loss of reception, I should call them immediately. Firstly, if I have no reception, how do I call? And second, by the time anyone answers the phone, we'll likely have revolved several times around the sun. Funny, my partner's phone (other provider) has no problems at all(oh, unless trying to speak to me), and has never needed to call customer service. Now that's an idea!

if you ever loose your mobile phone, dont bother trying to call and get it tracked, they wont help. a few days a ago i lost my i phone at a petrol station so i called vodafone to see if they can track it but the the customer service rept. said its impossible to trac it. so i got my feet and looked around and found it lying somewhere on the middle of the road. what a help vodafone.

been having intermittent coverage on both mobile internet and mobile phone for days, had no coverage for 13 hours yesterday. wanted to cancel my mobile broadband contract and was able to contact vodafone only when coverage was back... because it is my only source of communication.

however i was told that i need to find a telephone to contact vodafone when i was not able to connect to the internet. first, the waiting time to get to a customer service person on the other end takes a really long time, secondly, that person would most likely transfer you to another department whom you would need to repeat your issue to (again). without vodafone coverage in my area, i'd be spending a bomb on calling vodafone from another telco.

thanks for the inconvenience.

I forgot to mention,
Few months I think around November 2010, I purchased a vodafone 3g usb dongle (prepaid) and was trying to connect. The connection was a bit low and I called up vodafone customer service. AFter the usual waiting to be answered, the guy at the other end asked me
" Is there a tree near your house?"

I found the question really silly and asked why? and the reply was "because sometimes that obstructs the 3g waves"

Hmm... makes complete sense to even break the walls of my house so that I get better reception (sarcasim intended just incase vodafone still doesnot get it).

I am writing this to understand if any of the problems that I have mentioned are stille existing?

I used to be with Vodafone, but gave up on them largely because 3 problems

1. No network coverage in shopping centre. Even Virgin/ Optus gives me excellent coverage standing at the same location within a shopping centre.

2. Calls to vodafone customer service would take 25 minutes minimum before the call is answered by a human at the other end.

3. No Network for most of my train journey between Sydney and central coast. Painful experience.

call dopped off, no network, no reception. I do not know why Vodafone is still existing in the market, given its poor services and netwroking

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

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

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

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

I have just raised this with the TIO - hopefully they sort it out. But has anyone else had this problem after they were told their contracts would be terminated without exit fees?

mess is an understatement. Lost my phone number, use for business, given temporary numbers that don't work. bought credit that is not there. can't get any satisfaction from the shabby customer service - i seem to be calling them daily - have switched to new phone company but want my old number and credit with vodafone for business

Got told by their crappy customer service team that i was given free minutes and texts because they stuffed up my login account to their website.

IT DIDN'T HAPPEN!!!!

I called back and said they were a disappointment and that alot of people had complaints towards them. The customer service rep said "whose been complaining, he hasn't heard of anyone complaining against vadafone. - WHAT AN IDIOT!!!!!!!

I HATE VODAFONE!!!!! I have been a loyal customer for over 10 years, and they used to be good. The last 12 months there is late voicemails, late text messages, not sending text messages, call dropouts, call failed, internet not working. And you can never get through to customer service, on hold for hours, they over charge me. VODAFONE SUX!!!!

I made a payment as soon as bill arrived on my e-mail, their system didn't cleared it and now they are asking for that amount in my next bill too......I called customer service three times already and all they do is take my name credit card number, all the details and ask me to call in next 5 days.....and the vodafone website never shows uses detail in 3-4 days and when the expiery date for the month arrives the website doesn't show detail for 7-8 days.......

No Coverage, reception and poor service

Don't know where to begin - long term problems with both customer service and coverage. Latest problem? Noticed that I had a direct debit coming out of my bank account from vodafone which I never permitted - I have never given any company permission to regularly direct debit my bank a/c. Vodafone had my credit card details after I made a one off direct debit last year. Phoned up to complain and request that my contract (due to end june) be cancelled due to this issue and other extensive problems and instead of honouring my request to cancel the contract, they offer me a 'free handset upgrade' and suggested an iphone. However I find later that the 'free' upgrade was only if I agreed to another 12 or 24 month contract - so not really 'free'! During this phonecall I had to speak to numerous different departments and each time I was transferred to the next department, the phonecall was disconnected. I would wait for a cbk just in case but after waiting for a bit, I would phone back and be told I would have to wait or get a cbk. I would select the cbk option and when somebody would finally call me back, the call was disconnected again. I was getting so freakin annoyed. I was on the phone to vodafone on and off for around 3 hours and I had to phone them around half a dozen times during this time due to dropped calls. I am constantly having businesses, friends and family claim that they have been trying to phone me with no success, however no missed calls appear on my phone - occasionally a voicemail comes through hours or days later. The internet coverage is crap. I'm so sick of the vodafone pain...........................there are real staff working for vodafone - they just appear to work in another country, NOT australia.

Well, I was with Vodaphone and a pre-paid customer. Called up adnd signed up for a 24 month contract. All was going well. Phone arrived, number transfered and then - 'your credit is low'? Why I ask myself as I'm on post-paid???


Called voadphone - spoke to four people who ask me the same questions then transferred me then the last person didn't wnat to help and cut me off!! Lovely. So, I've either got a free iPhone out of vodaafail or sometime soon I hope to be connected to the service I have paid for. Eihter way - I suggest Vodafone spend less money on the Aus cricket team and more on customer service!

People I am pleased to say that since I lodged my complaint with TIO 8 days ago I have now been released from my contract (I am only 10 months into it). I started the process up early Jan talking with Vodaphone and trying to get my phone sorted. After many phone calls I decided to send an email to TIO in Feb.

If anyone is serious about getting out of there contract all been over charged I have found you only have one choice...TIO

I belive that the customer service people you talk with before hand will drag the process on as long as possible, till A. you just get tired with it and just keep paying it or B. you file a report with TIO

Only recomendation I could give to people is to remain calm and try to be a nice as possible to who ever your talking to over at vodaphone, its a proven fact if you act like a tool that that person wont be as helpful as if you where just nice to them.

Im not sayin suck it up and just take it, you have TIO in your corner helping you out, let them deal with Vodaphone.

Being nice has meant that when I last called to make sure I could port my number, the lovely lady I was talking to basicly waivered my bills from my original complaint in Jan. She didnt have to, but I asked nicely and she did which just proves that being nice does pay off sometimes

Good luck to anyother people out there in the same mess, just stay calm and if it gets messy TIO will solve it so Relax guys ;D

terrible data speeds during most hours of the day, dropped calls, signal drops to nothing for no reason, very slow customer service (very long waits on the line)

I had an account enquiry for broadband and I wanted to speak with a customer service representative, but each time I called, I got those terrible recorded messages and those same songs repeated over and over again. I'm beginning to think that there aren't any staff working at Vodafone. I've been on hold several times for over 1 hour and still not spoken with a real person.

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

Calls not connected, calls dropping out, messages delayed overall very poor service. Reminds me of Vodaphone over 10 years ago when they firsted started in Australia, only now it is worse because everyone thought they were a good service provider 10 years on. Looks like the old Vodaphone.

Got absolutely no coverage at my place of residence.
Recently I had to reset my password for my online acount. To do this they send a SMS. Only problem is with no signal I don't recieve the SMS with the temporary new password to change my account. Tried explaining this to customer service. They were unable to to send me an e-mail with a new password,they were unable to reset the password for me over the (landline) phone and they were unable yo send it to another mobile number because that number was not a Vodaphone account.
Over the last 3 days I'm still waiting for 6 new passwords to change my account.
Bring on February 2012 so I can transfer to another carrier.

I am losing work because people can't contact me... The calls go straight to my Voicemail which out of some mysterious reason does not send me sms msgs when I do have a message in my voice mail! FAIL FAIL FAIL And... When I go to a Vodafone store they refer me to their customer service number, which I'm doubting, is even working?? 2+hours on hold and NOTHING!!! It's money and jobs gone!!!! VODAFAIL!

I have same issues like others. Drop calls, don't receive calls, etc. Whenever I call, I get connected to Computer generated voice LARA who does not recognize my Indian accent & I never get connected to any human customer service. Second reason for not getting connected is very long hold time which goes well beyond an hour so I have to cut off that call myself. I am in contract so can't just change it.

Ok, well this is sort of a win/fail situation.

The irony is that I had a win in regards to a TIO complaint that I lodged, 2 weeks later I recieved the text message stating i'd been released from my voice commitment and to call their customer service number, it also stated I would recieve more info in the mail...

After about 6 calls to the customer service number to discuss my options on leaving and to finalise it all, I am no further than
before I raised the complaint, I can't get through! I have left 5 voicemail messages all stating my name, number, tio complaint number etc... it's now been 8 days, and I still havn't recieved any mail in regards to the contract release.

Customer service call centre in Tas is harder to get hold of than their generic indian line...


All I want to do is rid myself of this network.

Fail.

I'm trying to call customer service, but my calls keep getting dropped. I get errors when I try to use their website for my account. This has been happening since yesterday (14 Feb.). This is in addition to the dreadful phone reception and on-off again internet reception.

For the past 6months I have had on and off reception, where I call people and my calls drop out straight away or in the best scenario the call lats 2mins and then drops out. Also when I was overseas Vodafone would deliver x100 msgs and calls from me, when I would either have a failed call or a msg that did not go through. My troubles do not stop there for months they have been charging me for voicemail, which had been turned off since Septer 2010! (i only found this out today, when I FINALLY got to speak to someone). Vodafone's failures also come to their stores and customer service teams, who constantly hang up during transferral or ping pong you around from department to department. In the last 6months TODAY 16/02/2011 was the 3rd time only in this period that I got to speak to someone, and not only one person but 7!!! I have gotten their names, and some of their extension numbers, which is a joke that there is no 1 department, which can deal with problems. Also only a miniscule part of my issue - the overbilling for phanthom Voicemailcalls (I have voicemail deactivated) we removed from my bill. My biggest problem of network was not solved, and by checking on a computer whether an area has coverage is not an investigation! They also kindly pointed out that I would be liable for every penny (direct speech from Arun) if I chose to sever my contract, yet not much could be done for a customer paying in excess of $1200 a year.

Lara may spread out the enquiries for vodafone.But does nothing for customer service.When all you want to do is ask a simple question. Then when you get to spoke to someone.They CAN'T speak english.Every time you take your enquiy to a shop they tell you, you have ring Lara.

I have been a customer of Vodafone now for over 10 years. It used to be great!!!! NOW its terrible I thought it was my iphone but after googling vodafone reception problems i see it is not.
I am on a $79 plan and I am not getting the service I am paying for. I find the customer service staff very helpful.

After months of pain and paying $69 for 1GB that I can't use I had enough and called the retention dept. at Vodafone.

Being a few months from the end of the contract I would expect them to be courteous enough to wave the cancellation fee due to the network issues they are facing. I couldn't have been more wrong.

Here is what they offered:

1. Next 3 months for free to prove that their service will get better.
2. Migrate me to 3 networks for free.
3. Pay 50% of the cancellation fee. Approx $125.

I wouldn't have a problem with paying the cancellation fee if I wanted out for my own personal reason but this is a legitimate failure on their part and all the options given were in their benefit. Why would I even consider continuing with them, "even for free" might as well not even have a phone it would be the same thing.

I'm tired of trying to talk to "Lara", waiting for long periods of time, not getting replies to emails, etc.

Called the TIO, filed a complaint and not paying a single bill.

Vodafone, spend less money on advertising and more on customer service.

I continuously not have service especially when I need it! My Iphone needs to be reset almost eveyday to attempt to gain coverage. I call customer service and they blamed me! I visited a store and she changed the sim card and advised someone would call me! Still waiting....................

I use my phone for both work and personal reasons. And over the last 2 months- December and January Vodafone has by far provided the worst customer service that I have ever had to put up with. I dont pay the amount on my bill for a phone that is without service in most areas around Perth. I called Vodafone in regards to this poor service and was not impressed with the way that they responded and now they have gone and barred my phone because I refused to pay for a service that I did not get.

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

Daily calls drop out, voicemail is delayed, calls will not connect. So frustrating and impossible to stay connected with such poor service. I am mostyly across the CBD and within 10km radius of this where you would expect the best service knowing the concentration of users. Time to change providers!

I joined vodafone 3 months ago they told me they have the footprint of telstras coverage i was with telstra for 7 years i left them becuase the prices were expensive biggest regret i ever did. i was in geelong and had an car accident i could not even contact mum to say i am in strife.
i put a complaint in and got my contract waived. i have moved back to telstra best thing i ever did.
It took them 7 days of calling to end the contract
3 hours a day to speak to customer service they never follow up with my calls
it made me so angry.

I think it is ridiculous!!!! On the weekend 13/2/11 we couldn't get ANY signal AT ALL!!!!!!!!!!!!! we do not have a house phone and I worry when I'm at work and my hubby has my 2yr old and 3yr old at home if something was to happen then my hubby wouldn't be able to contact me or emergency services. I have found Vodaphone to be soooo unreliable. I think they should spend less money on they're commercials and more money on getting they're communication right!!! They are quick when they want payment but VERY slow with customer service!!!!!! I'm in the process of changing providers.

I bought new mobile couple of months ago and I have been trying to register for MY VODAFONE since 02/12 but no success. I tried to contact customer service but the wait was too long and again no success. I have tried again today (14/02) and I have been told the MY VODAFONE website hasn't been working for a while and they are trying to fix it. It has been two months and they still can't fix the problem.

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

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

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

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

what customer service?, icontinually dial 15555, to be told that i hve rung customer servicer & that i have to ring 15555, hello?

I connected with Vodafone via Crazy Johns on the 4th of February, 2011. Every day since then I have not been able to access the internet without sometimes up to 50 attempts due to not receiving a strong enough signal even though I was assured by the Salesperson that the reception in Oakleigh was quote "excellent". They were not interested in helping me and said I have to ring Vodafone directly. After ringing Vodafone directly on the 7th of February, 2011 I ended up speaking to someone in Mumbai, India. They told me that they would run tests and contact me within 3 to 5 days. Well it is now 7 days and I have not been contacted with any explanation as to why I am paying for a service that is completely useless. Yesterday it took me 4 hours to access my emails because the system constantly times out due to the poor signal. Oh, by the way I have a WiFi pocket modem. Maybe that is the problem. Very, Very poor customer service in my opinion.

I must start with saying that the customer service staff at the new Pitt street mall Vodaphone store were very good and this in no way is an issue with them.
After recieving my HTC Desire HD(Vodaphone) on boxing day i have had nothing but problems with the network . Constant dropped calls in the Sydney CDB,Hurstville & Pennant hills areas.
To add to this the 3G network works when it feels like , my phone constantly either drops calls or has such poor reception that i can barely make out what the person is saying .
I have started highlighting my bill with the dropped calls and noting the times that my 3G fails & the sms's dont send however i am not sure what to do next . I also have a Telstra Iphone 4 ( Work phone ) which works at all times and is super quick while the Vodaphone network is down which makes the issue even worse

If i have two more years of this i

I am going to telstra today !!!!!!!!! Hurray !!!!!!!!!!!! bye bye vodafone ..... the absolutely pathetic customer service / no reception mobile company / no network at all since the past 6 months.

Finally I will live a life with network converge wherever I Go .......... Telstra "That's how we should connect"

Can't wait to get it today.

Poor customer service, ever since vodaphone has merged with 3 the customer service has taken a nose dive. the first time i called i was on hold for 30mins then disconected. well i have just cancelled my sim card and taking my business to another provider.

I joined Vodafone service the day before yesterday. From on that day, my mobile often have lost signial, sometimes it took about 45 minutes to recover the reception. During the network failure, i called Voda customer service, first time, they said my mobile has not been activated. I said I have already made a call and recived a call then they said it is hand-set problem. So i I said i change my hand-set(i have 2 spare mobile), they were working good and the the call was disconnected even if i have waited for 45 minutes until the voda support man answer. In the meantime, my mobile has recovered the reception due to the unknow reason. This morining I have a same problem. I have record my mobile showing no service state and simultaneoulsy i called voda, they gave me bullshit explaination like activation, sim fault and hand-set. I was very upset because I tested my sim card and hand-set. Finally they said my area is currently upgrading 3G network so I will have this problem. Why do i have to waste so many time until i receive outrageous excuse. On top of that, i can check their upgrade status on their website but i will have this problem until the end of March. So they recommand me to disable 3G service. Why they did not send me a text message in regarding this issue?
i would like to threw away this bloody voda service. I will put on video clip on Youtube. I will disconnect the shit service.

No coverage anywhere, even in the Sydney CBD! Internet almost never works and they are so unhelpful when it comes to fixing anything. Customer service is something that they should read up on.

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

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

So a couple of months ago my Oct/Nov bill came to 320 bucks! Every other bill has always been in line with my $79 cap and never over and I definitely didn't use it more that month than any other... It was however the month that my phone started dropping calls, losing signal and generally being totally unreliable.
I've contacted customer services a number of times about the billing issues - which they say are not their issue but mine and clearly that's what I spent... It's ridiculous.
Anyway yesterday I finally had enough and rang customer services to cancel my contract because of that and the constant drop outs - they basically tried to say that it was obviously that I lived in a poor coverage area! Paddington in Sydney - I tried to make the point that the drop outs are TOTALLY RANDOM and occur for no apparent reason, I can be with other Vodafail customers and they'll have signal or vice versa but they didn't really believe it.
Anyway they're now doing an investigation - which I think is a total waste of time. they need to admit that there's a problem with individual phones dropping off the network not just the network coverage.
They also need to sort out my ridiculous bill and stop denying that also!!!
I totally agree with complaint 15280:
In short: Billing problem; dropped calls; incorrect advice/ promise by vodafone staff; on-hold for too long; overcharged; poor customer services....

I was trying to get my broadband internet reconnected after vodafone didnt debit my account for four months (thanks for the call/email.. anything!). I rang and got LARA the biggest waste of time. What happened to press 0 and we will transfer you to a customer service officer? Once I finally got the right word that Lara understood it kept asking for a mobile number.. it's mobile internet why the hell would I know the number? So if I hit random numbers it eventually hands up on me. Eventually I got through to some indian and was transferred twice before that person hung up on me. Then I tried again and the fourt person finally knew what the problem was.

i have been with vodafone for close to 8 years. it wasnt until last august (2010) that i started to have problems.

i recieved a new phone through an insurance claim. the phone arrived after waiting 8 weeks for it, not only did vodafone not offer me a loan fone they also continued to charge me my monthly bill after stipluating that because i was not able to use the phone i would not be charged. when i did finally recieve my new phone within 6 weeks the phone had to be repaired, then 3 weeks later repaired again, when i asked to see what was been done to repair my phone i was told "upgraded the software", something i do each month myself at home. finally at xmas my phone needed to be repaired for the 3rd time. instead of vodafone following their guidelines of replacing any phone that requires repairs more then 3 times or more then 2 repairs required within a 3 month period my phone was sent away again....no phone for 4 weeks, no loan phone offered, buils kept comming. then the day after i recieved my phone back condensation formed in the screen, i took it back to ask what it was and why i didnt just recieve a new phone i was told that all of the repairs were now classed as my fault for causeing them and that i would have to do another insurance claim or buy a new phone outright, even when i should have had the phone replaced over a month ago. i am once again without a phone.....but will still continue to be billed

as for LARA....billing enquiry doesnt sound like account update....

for nearly a year i have been trying to change my last name on my account yet in store and online and on the phone cant do it....hmmm...maybe because im not the person on my bill anymore i shouldnt have to pay for it???

Broadband coverage....MY ASS u have broad band coverage, my mobile broadband dies within 5 mins of been conected, then as soon as the slightest bit of cloud forms in the sky i loose all 3G netwrok and am back to gprs...which is slower then dial up....does anyone know how slow that is anymore...it means i wait 5 mins for one page to load and then as soon as it does i loose the connection...vodafones excuse..."ur situated in a delicate area that requires clear skies for the connection to be made" or and i love this one "the tower is been repaired...estimated time of repair...unkown". yet the bill continues to come and my service continues to be shit

call vodafone..lara get fucked im pressing 1...account information....transfering you now...
"hi you are speeking with Rakeesh, how may i help you?" hi i would like to talk to someone about my contract please. "certainly let me transfer you to the appropriate area"....BEEP BEEP BEEP BEEP...bitch hang up on me
call back "hi your call is important to us so jus hang on and someone will be with you right away...ur estimated wait time is 38 to 45 minutes" ARE U FUCKIN SERIOUS????? I WAS JUS TALKING TO SOMEONE!

vodafone used to be a respected and well conected tellecommunications service, now its is worse then telstra..and trust me thats saying something. i need to get out of my contract and jus chill on prepaid for a while, but with no phone, a company that will try and screw you out of every single cent you have and doesnt want to listen to you, i dont see that happening anytime soon.

To the many other frustrated and fed up customers of Vodafone,

I would like to share my story in the event that it helps the cause.

Background: A Vodafone customer of 12 years, I was a bit dissapointed to encounter problems with my service having only moved from one major city to another (Sydney to Cairns). I cannot get any reception at all where I am now in Cairns (Kewarra Beach).

No Option: After letting it go a few months to see if it improved, with not even an iota of improvement, I decided I would finally call to enquire and possibly cancel the account if it could not be fixed. I clearly had no choice.

The Run Around: So I called Vodafone today. Went rhough several differnet voice prompts and still didn;t get to where I wanted. Finally, after being on hold forever I got through. The guy I spoke to (who I could barely understand of course!) told me that he would transfer me to "Connection Services" and if they said there was an issue and that there was no immediate action to rectify the problem then I would be waived the exit fee of $300 on my contract. He then transferred me to a lady in that section (again who I could barely understand!) who asked me some questions and did some checking.

The problem: Finally this lady came back to me and said yes it is an area that cannot acces any of the broadband services and it is a low GSM area. She then insisted she needed to transfer me to someone else.

The Pain: I advised this new guy that I was disappointed that after 12 years of Vodafone as a customer I unfortunately had no option but to cancel my account. He then advised me that I did indeed need to pay the cancellation fee. I protested, naturally, and explained what I had been told by the other departments and asked why I would pay an exit fee if I cannot use the phone?

The Pathetic Attempt to Justify: He said that on his little computer it said my area did not allow access to broadband services but I should still be able to make calls therefore the phone can be used. I told him that this was not the case, the phone did not get reception and I was unable to use it hence I would expect that Vodafone would waive the fee. The conversation then got more intense as he tried to tell me that because I ahd moved to an area where they had bad service that Vodafone could not help me. I asked how this was my fault? He said they cover 94% of the population and that there are just some areas they dont cover that well. I told him that Cairns was a major city and I would expect this response if I was living on the tip of Cape York! Again I asked how it is my fault that Vodafone cannot provied me service? He then went on to say that because I changed adresses that this was the problem and that all services are checked upon time of sign up to new contracts. He said they had only changed my new address with the first call I placed today. I told him that the local Vodafone Shop where I signed up for the new contract took my new details and updated it in the system. At no time did they inform me that I was in an area that had limited reception. No fault of mine that the change of address did not reach your records at Head Office; they certainly changed them in front of me and issued me with the paerwork.

The Audacity: He told me there was nothing they could do. It is not there fault that I am in a no coverage area. He said the best he could do was reduce the monthly fee. I was outraged, naturally, and asked why I would continue to pay for a phone I could not use? We then continued to go round and round in circles arguing and him trying to justify why it was not their fault. He then said the best he could do was half the exit fee to $150. By then there was just no way I was giving in so I told him this was ridiculous and I wanted to speak with a manager or their legal team. He said no and they would tell me the same thing he is telling me. I was further outraged. I said I would take the matter to the ombudsman and he said that is my choice.

The verdict: There is no way I am paying a fee. I only wish I could take them to court as this is the most ridiculous treatment I have ever recieed as a consumer. That's what 12 years of loyalty gets you does it!!! If I had known this was the way I would be treated i would've jumped ship years ago.

Thanks for giving me the chance to rant and vent!!! I only hope something comes of this and Vodafone is taught a lesson in customer service and consumer rights.

Kind regards,

James

I have not been able to receive or make any calls from my phone in the Adelaide CBD since last week. As soon as I get out of the CBD I can make calls so I know the phone itself is fine. My wife is also with Vodafone and she has had the same problem each time she comes into the city. I called the Customer Service line and was on hold for a long time with a call centre presumably in India. After giving all my details many times over I wa informed that there will be no coverage until the end of March or early April 2011. What the? We are talking about the CBD here in Adelaide. I said to the rep this sounds a bit surprising to which he responded that he would see what he would do. He then put me on hold for another 15 minutes only to then disconnect my call. What lousy service!!! I will be leaving Vodafone as soon as I can and I warn everybody that the service is very poor. No calls in a CBD for 2 months, what a joke!

I have been informed by Vodafone Customer Service that there will be NO 3G Signal in the ADELAIDE CBD untill the end of MARCH...
What the hell?
I have 2g, I also have 2GIG of data I can now no longer use, not that I could use it before because it would always drop out.
What a jock of a company.

30 minutes to get through to customer service and still havnt spoke to anyone, all to get a handset unlocked which of course wouldnt owrk on there web page. unbelievable what these guys doing. everyone cancel vodafkers

i recieved an offer to swap my Three mobile internet to Vodaphone - promising better prices, better service - etc etc etc. Their customer service was so bad and I spent so many calls trying to fix it and being sent from department to department without succes I cancelled my account within the first two weeks (which required far too long with their "cancellations" (ie. retentions) area and finally a contacting the TIO to get them to drop the charges for my first months "free service".

What I didn't realise until after all that was that even though I had been assured that when I "swapped over" they would take care of cancelling my internet account with Three - THEY DIDN'T!. Two months later (and not using my Three account, assuming it was cancelled) I have looked at my Three account and realised that they never cancelled it and had I actually ended up with Vodafail, I would have been charged for both.

So, if you are a Three customer that got that offer in December and swapped over, make sure you check your situation!

ok guys i've put a few posts on and want to let you know there is hope!! after 2 weeks of arguing with vodafail i got out of my contract 10 months early...heres how. (this is for an iphone but will prob work on others and is what the vodafail team in store told me) call "lara" ask for retentions and upgrades....tell them you want out coz of poor service if this is the case....they will try offer deals...dont accept unless your happy with them...ask for an investigation into service/coverage/reception in your area and that if they dont resolve it to your satisfaction you are going to TIO. they will say they will call back, they tried while i was working i answered and asked for them to call back later...no call. waited a few days and called them and asked for resolutions team...guy did a few checks and "yes ma'am your in a low service area we will release you from your contract just send phone back in post bag we send" gladly sent their dodgy phone back....also if you dont get the postbag in said amount of days go instore and get them to make note that you looked for it!...now too see what they do with my bill....goodluck guys!

At the moment i cant receive usage info, two day delays on SMS, very poor service in most of the lower mountains area of sydney. Isn't this a breach of contract, i have to obay the contract for a carrier that cant even supply a service yet their is no recource for them. If they don't get their act together soon im goong elsewere!!!!!!

Got a second month-to-month sim Nov because I was going over my mobile broadband data allowance. Unbeknownist to me (until it was waaaaay too late) it wasn't linked to my main account so even while I was religiously checking my usage, I managed to rack up $270 in excess usage fees ... and the account wasn't being paid as I just use my vodafone, I don't pay attention to the emails (have learned that lesson!) I didn't even find out until I went into the store about something else... what's stupid is I'm probably the only one so happy with their pocket wifi coverage I use up to 20 gb a month on it... it's their customer service & systems that let them down :( (@meinmelb on twitter)

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

I decided to have a contract with voda fone mid july 2009 and what a mistake that was, from the word go i wasnt recieving texts, people weren't recieving my texts and as for pictxt. they were either delayed by 2-3weeks or just not recieved at all!!! this is the worst network and their customer service people are the worst i have ever had to deal with.

Just called call centre for 24 hour customer service, advised by the rep that all systems are down for at least 6 hours.

We have renewed 4 new plans with Vodafone 3 months ago and the following happened:

All 4 plans were incorrected registered and despite spending over 4 hours with Vodafone, and on each occasion being reassured that they have been rectified, all 3 plans are still being overcharged;
Existing auto debit details did not roll over and I was threatened with a disconnect notice by SMS;
One of the new phone was both incoming and outgoing call barred and we found out that there were 3 months of payment in arrear when we first used the phone; we informed Vodafone calls were never made and no inovices were received either by mail, SMS or email while the plan detail were also incorrect. Vodafone denied our information and informed that invoices were sent to a Hotmail account; however that particular account is not attached to a Hotmail; SO THE VODAFONE STAFF MADE THE STORY UP!!!!;
We were informed that credit will be applied on the incorrect charges and late fee will be waived; as of today, they are still showing on our bill; We have been over-charged and the so called Help Desk is not helping at all!
And yes, calls have been dropped every now and then even in Sydney Metro

In short: Billing problem; dropped calls; incorrect advice/ promise by vodafone staff; on-hold for too long; overcharged; poor customer services and irresponsible directors!

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

Since July 2010, I have experienced everything from no data coverage in my suburb at the weekends to call dropouts, delayed text and voice messages. I have spent up to 2 hours on Saturdays and even working hours (almost every 3-4 weeks since) trying to explain the problems as they occur to Vodafone customer service teams. My company-issue mobile, my personal mobile, my iPad and mobile broadband are all with Vodafone. In fact, in early December, the security alarm system in our premises was triggered at 1am but the security company was unable to get through on my mobile - and - I didn't receive their voice message until 12noon. Surprisingly - and - fingers crossed, my issues seems to have improved since all the publicity about Vodafail.
Although, an incident that occurred this week has prompted me to post this.
My boss is who is also a Vodafone customer is currently overseas. He travels overseas on a monthly basis. This week, he received a text from Vodafone advising they have suspended his service. Account is up to date, ie: no outstanding invoices. When I enquired as to why service was suspended, I was told that there was an UNBILLED roaming charge amount of $3,000+ incurred in the current cycle and that this amount had to be paid before service would be re-activated. Notwithstanding the fact that my boss has been a long standing Vodafone customer, frequently incurs up to $6,000 in roaming charges AND account is always paid in full when due.

Applied for a new nokia N8 with Vodafone. dunno why as already with them for +10 years. Used to be good. Applied on 2nd December 2010. Still no news by the 25th january 2011. Sent them an email asking whats going on and complained about very poor service, both phone and customer. very next day, DECLINED. Hmmmm convienient?
I, as so many of my friends, are VERY OVER IT! Im leavin....BZZZZZZ!

I was assured by a sales person that I would have coverage in the new town I was moving to. Guess what? There is no Vodafone coverage in Clermont QLD!! So what do I do with my $69.95 a month iphone plan??? Vodafone will not help me saying " You moved town it's your problem, pay out your contract and go with Telstra" Thanks a lot Vodafone you suck!!!!

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

well, for starters i have no reception. Any where i go. Which makes me very angry. Also some of the vodafone stores have very bad customer service. One manager at a store told me she would lie to her regional manager and tell her that the device i am returning actually works. And im not kidding. She is always yelling at customers. And her store are racist, they only talk their language to people other wise they treat u with no respect. Also, she said (exact words) "vodafone doesnt really care about prepaid customers". And another thing is that my bill is telling me i have spent $210 over, which i havnt. Gosh!!! Please let me know if u have any of these issues. Take care every one.

I spoke with the cancellation department on 24/1/11 to get released from my plan and was told the only way this could happen is if there were issues with coverage in my area and was transferred to the technical department to arrange a line test and promised a call back on the 28/1/11. Monday 31/1/11 I called and requested a call back due to hold times. They called back 5 mins later and placed me on hold! After 20 more mins of holding decided that is why i requested the call back and hung up. 3/2/11 I called back to find out what was going on and tried and the line dropped out. I called back and spoke to Chantelle who could hear me and it dropped out. I then called back and got richard who later turned out to be rod. He wasn't able to hear me and I requested he called me back. He called me back and i explained what had happened about the line test and asked him to record these on the notes on my file. He then said he would introduce me to someone in the technical department and explain what had happened after 24mins of holding the person in technical had no clue what was happening as no notes were made. I then spoke to the supervisor who told me that the line test had been completed and there were no issues in my area. As a result I asked if he had placed the notes of drop outs and they had no records. She then acknowledged that there were issues with the coverage and that they would not release me from my contract as the systems will be upgraded some where between 14days and 12months! I have requested a copy of the notes on my account and had to be transferred back to customer service who advised it will cost $21 to get them. I said it does not cost $21 to copy past it into and e-mail and send to me. Now 2 hours on hold all they can offer is to raise this with the privacy department who will take 7 days to contact me and verify that this is my account before they can release the notes to me. Very unacceptable! Sorry vodafone after 6 years of loyalty I'm outta here.

Poor reception. 1 - 2 bars of 3G when outside and not touching the phone. Make a phone call and it drops out. Use data service to download and it takes forever then fails, I end up having to wait till I get home and my phone links up to wifi for it to complete.

So 4 emails later I was advised that for phone calls I need to switch my mobile to 2G and when I want to use data switch my phone to 3G, then switch it back to 2G when done.

The coverage map shows that I am covered by their service - but looking at my reception I'm barely receiving reception at all. I was told by their customer service person that they are doing nextwork upgrades in my area - the nearest upgrade is 10km away.

All contact now with vodafone is promises that someone will contact me later... worst service ever.

Ive been a customer for over 10 years and have just calculated that i have spent in total over $50,000 with Vodafail. My most recent bill was $1200 as they make a packet from my on global roaming charges - atleast that is what i thought until i realised its all the recalls i do from the signal dropping out. The coverage is absolutely woeful and is getting worse. The customer service people seem to be in denial but yet friends who have Optus or Telstra have full coverage in areas where I have none - almost anywhere on the pittwater, atlease 3 spots between the upper north shore and north sydney, in the southern highlands etc etc. Vodafone - you have done nothing to reward my loyalty and your inadequate network is causing me and everyone I speak to frustration. Time for a change...........

I have been unable to get my account balance or usage details from the Vodafone website for the last 2 days. I have tried numerous times at different times of the day, from several different PCs. They can't seem to do anything right. I have experienced bad reception, non functional website, bad customer service, delayed SMS, people unable to leave a voicemail message for me yesterday. I'm changing to Optus as soon as my contract is up, which is very soon fortunately.

Dear Vodafail.com Moderation Team
Do you know if vodafone monitor your wonderful site and / or do anything about the tens of thousands of complaints you have gathered here??? I'm very curious as although it is a wonderful place to vent, I'm wondering if that is all it is as I'm seeing no change in service (actually, it's getting continually worse so I guess that is a change). Also, is there a service provided your recommend over vodafone as I've had poor service from optus (and virgin who use their lines) and we all know of the terrible reputation telstra has. I have less than 6 months before my contract finishes and I can tell vodafone where to shove their service (well, if I could actually reach them in under 2 hours that is...) - and yes, I am counting the days until that wonderful moment arrives!!! thanks for the site - and keeping my blood pressure down...

I was originally on Vodafone and had the usual issues with poor coverage, slow internet speeds, poor Call Centre service. I then jumped over to Telstra and received horrible customer service and massive billing errors. I am now with Optus and whilst things were great at first, I am now getting coverage issues and have been overcharged AGAIN! Store staff at Vodafone and Optus were great, but issues like these have become predictable and almost expected with all providers.

I'm reasonable and understand things don't always go to plan. I treat staff with respect and don't vent my frustrations in public. But in all honesty Telecommunications Australia wide need a reality check! Telstra sure as hell is not the answer! Good coverage yes, but pay through the arse and get treated like dirt!

My previous post - 2705 Someone from VIC thinks vodafone is Completely Unacceptable Network Reliability at 27 Dec 2010 04:05:25 PM

After getting no where with 'customer service' I logged a fault 2 weeks ago and was advised that I would receive a call back within 5 days. It took me almost one hour to get through to a rep and I was continually transferred between departments. To my surprise, I received an sms to advise my issue was being investigated. Guess what? I never received a call back! So I attempted to isolate the issue and correct myself!

My Blackberry Torch continually drops out and doesn't receive sms, notifications and emails! Being an experienced BB user, I wiped the handset and located a newer Voda AU firmware. This reduced the amount of crashes, but did not fix the network and data connectivity issues.

I called Voda last night and got through after 1.5 hours... and the IVR has to be the most annoying ever! The consultant advised that my issue was 'closed' as no issues with network identified. I was offered 2 months credit as a gesture of good will. NO apology or explanation as to why no call back was performed... Nor was I advised if and when the issue would be corrected... great customer service - no acceptance of liability and no resolution in sight!

I had to listen to all the generic 'trouble shooting' which I quickly put an end too by advising I am not a simpleton and performed the necessary steps to isolate the issue. I have 2 other Blackberries on alternate networks and they work fine... even my 3 USIM works in Voda's Torch!

My call with Voda ended with the consultant indirectly advising that if issues continue that steps could be taken to break the contract due to Voda' inadequate service!

Should I contact the TIO to have the contract voided as Voda clearly cannot honour their contractual obligation? I work in dispute resolution and know that it would be deemed fair and reasonable to make such a request.

I have no landline so rely on my mobile for calls at home - it constantly drops out and always cuts out. I only get one bar of signal if i'm lucky.
I can never get through to customer service as i get put on hold for an hour then they have the nerve to hang up on me!
Slow internet on my android phone and at times its like dialup on my laptop.

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

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



Thanks for the advice

im having continuous dropouts, worst customer service, data is that low its gone past the point of ridiculous, im completely over it all. even recieved other peoples bills in the mail, vodafone completely sucks, pull your fingers out vodafone, or change your dam name to vodasucks!!!

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

Got an sms regarding overdue bill and warning of restricted service if not paid immediately.

My account is supposed to be paid by direct debit.

There are funds in my account.

1555:
"I'm sorry this customer service droid has malfunctioned. Please hang up and try again."

myvodafone.com:
"We are unable to retrieve your plan details at this time.
Please try again in a little while."

Fail!

The past 3 months have been getting worse and worse - Until today where I have had no reception at all - unless I turn off 3G and revert to GSM. I am now getting 5-10 calls per week going straight to voicemail without my phone ringing or registering a missed call. Call quality is terrible and I'm finally in the "call dropout" team. Don't bother emailing them a complaint - You won't get a response. I called customer service but they told me the sony vivaz isn't compatible - Well, um... yes it is until now! They then suggested I turn my phone off and on - what experts!! I live in Morley - not exactly outback australia! Searching for a new provider tomorrow. What is the opposite of provider - HA - Vodafone!

Been on vodafone recently but yeah just on month to month plan to check their services, been vodafone a crap as heard reviews from everyone a lot ....... ridiculous hold time sometimes in the night it keeps ringing nobody picks up the phone. customer service sucks a lot... slow data services internet keeps loading and loading .... and no reception in some places ... makes me scratch my head... being such a huge company they cant even manage and deliver quality service to customers... i dont understand how it can be too hard for vodafone to manage reception issues, quality customer service and fast internet on phone.

beside drop calls and no service since day one i bought the fone over a yr a go, but never complaint to vodafone.. i now been bill for $1783.23 for roaming which i was on overseas trip last few weeks but the point is i was never use my fone and fone was off the whole time.. only when i was in wi fi area and fully detected wi fi that's when i use my fone for web browser but by saying that i dont browse to long max 5mins but in the end i got bill for $1783.23 and i have been calling vodafone customer service but they are very bad in handling calls, i and have to wait at least 30mins minimum before i can get throught to customer service and i then got transfer to few diff areas but still no one can help me in resolving my matter.
i have contacted TIO and hoping they can help. i am willing to participate in suing vodafone and very happy to see i am not alone.
cant wait to get out my cotnract with vodafone this July.

beside drop calls and no service since day one i bought the fone over a yr a go, but never complaint to vodafone.. i now been bill for $1783.23 for roaming which i was on overseas trip last few weeks but the point is i was never use my fone and fone was off the whole time.. only when i was in wi fi area and fully detected wi fi that's when i use my fone for web browser but by saying that i dont browse to long max 5mins but in the end i got bill for $1783.23 and i have been calling vodafone customer service but they are very bad in handling calls, i and have to wait at least 30mins minimum before i can get throught to customer service and i then got transfer to few diff areas but still no one can help me in resolving my matter.
i have contacted TIO and hoping they can help. i am willing to participate in suing vodafone and very happy to see i am not alone.

Apart from the call drop outs, delay in voicemail delivery and the frustration of spending numerous hours on hold, I have been dealing with outgoing email problems from my Iphone which was recommended by Vodafone to purchase in 2008. It started over 7 months ago I would receive emails from my host server but when ever I replied or sent an email from the Iphone it went into Cyber Space. It took a little while before I realised my emails were not being received. I am self employed and therefore rely heavily on what package Vodafone sales team sold to me. Vodafone firstly told me that it was my problem as no one else was experiencing these types of problems and I must have done something to cause this issue. After further waiting on the phone with Vodafone customer service representitives and being told it was not Vodafone but my host company problem, I then spent many hours with my host company trying to assist me without success. Vodafone finally admitted their fault, it was a major spam problem they had experienced causing the problem. The rep told me they were working on it and should not take to long before going back to normal. After waiting a few more weeks I went through the same old Vodafone frustrating contact process (hours and days on hold)and was told to use an alternative website to reply to my emails. This worked for about a 3 days then I started having the same problems again with their recommendations!! Please note, I have always paid my bill on time during this whole frustrating ordeal. All of my calls were naturally recorded by Vodafone, and all correspondence updated on my account, this showed a conversation I had with them stating they would contact me when this problem was rectified before the next billing cycle but they would inform me as their top international tech team were being flown into Australia to fix it. During Christmas they barred my out going calls, I was interstate on holidays and sat on the phone for 6 hours over 2 days trying to talk to someone from Vodafone. Finally spoke to a rep who understood my frustration and returned my phone to operational status as he was over the constant failure of Vodafone. Minor compensation has been offered along the way in the form of a $25 reduction in my bill!! I have not mentioned many other occassions I have been on the phone to Vodafone as this message would be longer then the Harry Potter novel. I spoke to a tech just recently who now said the problem only effects the Iphone so I should look at getting a Blackberry, when I mentioned considering it was Vodafone who told me to purchase 6 Iphones originally what could they offer given the inconvenience, his answer was "nothing as it is your choice". Ps my outgoing emails are still not operational even with all of their recommendations.



Regards



(Personal Details removed)

I have been tolerating vodafone for 2.5 years now, but they are getting onto my nerves. Ordered a new handset more than two weeks ago, and it hasn't arrived yet. Called 1555 number thrice, 2 times the customer service reps said there are gonna call me back with a solution, they didn't. The third time, 31/01/2011 at 6.54pm queensland time, after waiting 25 minutes, the CSR named Mustapha hung up on me and never called back. Wasted 30 minutes of my day this third time. called back on 1555 and the lady told me the service was not available. WTF ??? ARE THEY ABOVE LAW ??? THE TELCO OMBUDSMAN OR ANYONE ELSE CAN:T DO ANYTHING ?? WHAT A PITY !

I lost coverage AGAIN from 4.00pm on Friday 28th Jan until 3.02am on Sunday 30th, after which time it continued to come and go. It's monday now, and I still don't have full reception. This company was semi-professional once but is absolutely AWFUL now!! For a few months I've been tolerating the shithouse coverage, my calls being cut off, text messages arriving 3 days late etc. but I have finally switched providers & will NEVER use Vodafail again.

After this latest "technical difficulty", I contacted the Vodafail "customer service" line and, surprisingly, I was placed on hold for a ridiculous amount of time, and then somehow I was disconnected when the girl I was speaking to tried to put me on hold while she "checked something".

I've attempted to contact the company by phone and email, - I'm always put on hold, or "accidentally" disconnected, and not one of my calls has been returned despite the recorded message assuring me I'd be contacted within 2 - 15 minutes.

I've visited retail stores in person; - staff were no help at all. In fact, I told a sales girl at the Albury store that my calls always seem to be cut off at precise times, such as 10 minutes, 20 minutes, and 25 minutes, and I asked her if this was a deliberate action by Vodafail to force customers into making five or six calls to the same person, thereby using mass amounts of phone credit. I told her three other people I know each use Vodafail as their provider and each person has the same problem with calls dropping out. It was difficult to understand what she was saying while she was blowing bubbles with chewing gum, but she assured me it couldn't possibly be related to Vodafail's service. "Nah, it just wouldn't happen darl" is what she said. Classy. I think she expected me to be happy with her answer. Someone else I know received the same expert advice & assistance at this store, - absolutely useless staff who couldn't care less about customers.

This is definitely the WORST provider in the country, - not just the terrible phone reception & other service problems, but also the way Vodafail treats it's customers. As of Saturday I am no longer one of them, - joy!! I have excellent reception! And I can make calls that last longer than 10 minutes before being cut off! And I receive text messages a few seconds after they're sent! Best of all, I won't be paying this ridiculous company for such poor service. So long Vodafail, you pathetic excuse for a service provider!!!

I tried to call Vodaphone for an account matter and could not get through, so decided to try the call-back thing. It said it woudl call be back in one hour - FAIL! No call at all.

I actually went in to the Vodaphone shop at Bondi Junction that was quite full of customers, but they had one staff on and he was out the back. (There were two staff who had finished shift and were standing at the front of the store discussing what they were doing now that they had finished - too bad about all the customers there...) Customer service and retail shop security FAIL.

How does Vodaphone do business???

Poor Service, phone says it has coverage phone does not ring. In some built up areas phone disconects from network and need to restart the phone to force a connection. Oftern with 5 bars of service data will not work as the network appears to be jammed. Again very noticeible in busy areas around lunch times especially. SMS messages delivered a day late, voicemails delivered a few days late. This is unacceptable for me to run my business. I lose money every time I cannot receive a call. I am on a business plan yet I am not receiving a business class of service.