Too bad if I wanted to make an emergency phone call DURING THE FLOODS THAT SMASHED TOOWOOMBA. I have no signal, it went out on me at about 2pm today. Like to know WTF is happening FFS

You're screwed VODAFONE!

Poor customer service, even worse phone receptionand Text messages are very delayed on a few occasions

http://www.accc.gov.au/content/index.phtml/itemId/909293/fromItemId/142
Vodafone Hutchison fixes faulty handset policy
The Australian Competition and Consumer Commission has accepted court enforceable undertakings from Vodafone Hutchison Australia as a result of an investigation into alleged misrepresentations about consumers' rights to a remedy for faulty mobile phones.

The ACCC was concerned that from 1 May 2008 to 8 June 2009 (prior to Hutchison 3G Australia's merger with Vodafone Australia to become VHA) Hutchison implemented a handset direction which involved staff making representations to its customers that the only remedy available to them for a faulty mobile phone was a repair.

Generally the only time a customer was able to obtain a replacement mobile phone was during the 'early life failure' period, which was normally 14 days after purchase.
VHA has since acknowledged that in making these kinds of representations it was likely to have breached the Trade Practices Act 1974.

"Hutchison created an untenable situation where consumers with 15 day old faulty mobile phones were told they were only entitled to a repair," ACCC chairman Graeme Samuel said.

"Suppliers of goods and services need to realise the Trade Practices Act implies certain statutory rights into consumer contracts. Mobile phone retailers need to know that often consumers' statutory rights will extend beyond the manufacturers' warranties.

"Statutory rights give consumers a basic, guaranteed level of protection for goods and services they acquire and such rights cannot be excluded or limited by suppliers. In fact, any representation by a supplier which seeks to limit the statutory rights available to consumers is illegal," Mr Samuel said.

The types of remedies available to consumers should be assessed on a case by case basis. For example, if a mobile phone is faulty the consumer may be entitled to request a replacement from the retailer rather than accept an offer of repair. Such a right is usually available for a 'reasonable time' after the consumer received the good. A 'reasonable time' depends on factors such as the cost and quality of the good.

To address the ACCC's concerns, VHA has undertaken for a period of three years to:

extend the 'early life failure' period during which replacement mobile phones are provided to consumers for faulty mobile phones manufactured by Nokia, Apple, INQ and Research in Motion (Blackberry) from 14 days to 28 days* after purchase
provide all customers who acquired a mobile phone (except for mobile phones manufactured by Apple) in conjunction with a service contract on or after 1 December 2009 an express repair warranty for the entire length of the customers' service contract. That means a customer on a 24 month service contract will receive free unlimited repairs if their handset is faulty for the entire two year period
provide all active pre-paid customers who acquired their handset on or after 1 January 2010 an express repair warranty for 24 months
provide all active pre-paid customers who purchased their mobile phone prior to 31 December 2009 an express repair warranty for a period of 12 months from date of purchase
take all reasonable steps to provide a loan phone to customers while their faulty phones are being repaired, and
take all reasonable steps to ensure repairs are completed in a timely manner.
*Significantly, VHA has expressly acknowledged there will be circumstances where a consumer is entitled to a replacement outside the early life failure period but prior to the service contract coming to an end. VHA's undertakings will apply to both its '3' and Vodafone customers.

"Everyday consumers across Australia have to deal with the inconvenience of a faulty mobile phone. Often the real frustration begins when the consumer takes the mobile phone back to their telecommunications provider for a remedy."

Common complaints received by the ACCC include:

consumers face long repair times, sometimes with no loan phone being provided
consumers experience repeated faults with their mobile phones but each time are told they are only entitled to a repair rather than a replacement, and
consumers being told that after the initial 12 month period in which the manufacturer's express warranty applies, no remedy is available; this is despite the consumer being locked into a 24 month service contract.
Mr Samuel said this undertaking sends a strong message to other mobile phone retailers that they need to lift their game.

"At minimum, they need to ensure consumers have access to a reasonable remedy for the entire period of their service contract.

"It is simply not good enough that a customer is tied into a service contact for two years when the retailer is only promising to fix a faulty mobile phone for the first 12 months."

Media inquiries
Mr Graeme Samuel, Chairman, (03) 9290 1812 or 0408 335 555
Ms Lin Enright, Media, (02) 6243 1108 or 0414 613 520
General inquiries
Infocentre 1300 302 502
Release # NR 004/10
Issued: 13th January 2010

I am a new vodafone customer not even a month has passed but am not at all happy with vodafone. i thought vodafone is better than 3G so i transfered my nbr to vodafone on 12th dec 2010 n was told my fone will activate in 48hrs but it did not. so i kept calling vodafone customer care 14th dec2010 but was on hold for minimum of 2hrs n got disconnected so i went on calling but always was on hold for so long. so i called 3 and asked, so they said to call vodafone n request to import my nbr from 3 to vodafone i did that too n was told by vodafone IVR that my fone will get activated in an hour but it did not happen so i again kept callin vodafone customer care but on hold n nothing else till 17th dec2010. so i went to the 3dealer on 18thdec2010 from whom i had taken my fone n after one hour my fone was activated. but i started facing problem with my handset so again i called vodafone customer care {VCSR}but again on hold for hrs together again n again n no answer at all. by luck i got some live person n i was asked to go to the dealer n change the handset . but no use. again i called many times but always was given different answer by VCSR.at the end i went to the dealer they said they cant change the handset but will repair so i gave it to repair. so i am using my sim on my old handset. am facing coverage problem, calls drop out, also wanted to chk my balance so logged on to vodafone.com.au but failed in all the above problems the website isnt working i cant login plus no answer on thw fone it gets disconnected wenever i call csr saying that they have some technical issues how many times should i call csr? am fed up not even a month n so many problems with vodafone. its jopeless also i have complaint to the customer care ppl i got to speak to abt the long hold they gave an answer its due christmas n new year they have such a long hold. i dont believe this. i want to end my contract with vodafone n go back to 3 am happy n also want compensation for wasting my time n energy

Vodafail took money out of my account when they weren't supposed to. When I finally got hold of a staff member they admitted it was their mistake and to get my financial institution to reverse the debit from my account. This didn't make sense to me but I jumped through the hoops - not surprisingly my bank said it was Vodafail's responsibility to get the money back into my account. I called Vodafail back and was told money would be put back in but it would take 5 business days. Even after I said my mortgage comes out of the same account that week and needed that money they said nothing could be done about this but they could give me text credit!! Am taking it further but seriously can't believe the drama. And I have the other problems of calls dropping out, slow or no web access and hours waiting for a staff member to call back. I want out Vodafail!!

Very
Out
Dated
Antennas
Frequent
Outages
No
Explaination

To be honest, I'm note sure if I can make a complaint towards 3 on this site, but 3 is own by Vodafone and I think they merged already and I've been told 3 now are using Vodafone network as well. I found they're really S*&%! I live in Inner city but have the worst reception ever! Either keep dropping or no reception at all! I am using one other provider and they have good reception anywhere I go. What's going on Vodafone/3???

I frequently receive TXT and Voice Mails hours and sometimes days after they have been sent or left.

Completely unacceptable.

Vodafone, I have to walk around my yard to get coverage and if I leave the hill I live on I get no coverage. I am constantly booted off the network, can contact no one about problems and I am very un happy. I have been a loyal customer and thought it was just me in my area but hey you guys are taking advantage and now I find out you have not protected private information. What is going on! What are you going to do about it and should I be looking elsewhere for secure and efficient service that I can rely on. I spend a lot of money on a yearly bases with this company and I am very sick of all the probs. Do something for me.... sick of the constant non service and network breakdown.I cannot rely on vodafone!!!!

I had a new contract begin Jan 6- this was for an iphone4 that I ordered on 16th Dec (3 weeks ago). I received a phone call to confirm delivery on Fri Jan 7 and had to confirm someone over the age of 18 would be at the delivery destination. I waited home all day-NO IPHONE. I then called customer service and after waiting online for 115minutes was promised it would come on Monday 10th. Guess what-NO IPHONE. I then called customer service, was on hold 45mins before the line dropped out. I then called again straight after, waited another 45mins before the line dropped out. I called back 4 more times and after getting to the menu and pushing the options i needed, it said "I'm sorry there has been a technical error. Please try again later". This is utter rubbish. I haven't mentioned when I called 3 weeks ago to order my iphone, I called 17 times and was disconnected immediately every time. I am aiming to terminate my new contract and also my partners contract if possible. FAIL.

we have been with vodafone for a very long time! my husband was going to leave the company and go to Telstra, because of the coverage issue. He was told within several months vodafone woul have coverage everwhere in Australia, and was offered a $10 month discount! He is still on the same plan, so am i, but we cant even get coverage in our home, except for a tiny area in the dining room. The calls are always dropping out and reception shocking at times. could you tell me where we stand with my contract. Were on a $29 month contract each and not happy! Please can you advise us if we can get out of the contract! Thank you very much! Pam.

Phone reception drops out constantly. Even though I'm in the center of the city on the Sunshine coast.. Pretty sure you said you had coverage there..

I am a long vodafone customer and really never had any problems with them so I decided to upgrade my current plan last week. However I had a changed of mine and wanted a different phone than the one I originally asked. The accounts department said thats ok but upgrades department refused and they would only do so if I reject the delivery of the phone.

So I rejected the delivery today and thought I should call them to get the phone I wanted. Waited 1 1/2hrs for upgrades team, spoke for 10s (I havent even finished yet) then the lady transferred me somewhere. Surprisingly, the line dropped out. I tried recalling upgrading department to be told they are closed for the day.

I then decided to ring complaints.... waited another 1 hr, only for a dude at billing to pick up my call.... he wasn't helpful at all and instead said I should call back tomorrow and he was going to give me the upgrades teams direct number. After I hanged up, I realised that number is the same number as 1555 (so its not the direct number).... I just felt cheated out of 2 1/2 hrs of my life and been played like an idiot

is there anyway i can get out of the upgrade (ie. cooling period as I have not yet receive their phone since I rejected the delivery).... after what happened tonight, I want to go to Telstra

Does anyone know the answer?

I've been a vodafone customer in Aust & NZ for 13yrs now. I am shocked that a company I held in high regard for many years can go down-hill so fast. I have x2 mobile broadband internet dongles that were on a 2yr contract. They finished in August last year.
In August I called them to check what date my contract expires. I was paying $39- per month for 3GB good for Aug 2008 but not 2010. My dongles were ancient and slow.
I asked why they hadn't offered me an upgrade on my plan or a new dongle or anything over the last 2yrs. The response from a guy in Mumbai "that's your problem to sort out". I didn't say anything that day but I knew my relationship with vodafone had come to an end.
I got a new contract with another telco in September. That was the easy part. The hard part of this ordeal is cancelling this expired plan. In October I made my first attempt to cancel, managed to get rid of one but found out the next month the other was still ongoing.
I called back 3 times in Nov & Dec waiting around 30-40mins each occasion to eventually find out the cancellation dept systems were down. On the third time I told the guy to put notes about our conversation and he said cancellations would call back within 4 working days. Never happened.
I called tonight and spoke to Lorna. Took 1 hour to get through. She promised to call me back at 6pm ESDT tomorrow. I said to her don't promise if you can't keep it. I will post my results of what happens.

I can never make calls or recieve text messages, my phone switches on and off when it likes, people try to ring me and it goes directly to message bank even though my phone is visably usable to me. I've tried ringing, I've gone into stores, its useless. I dont have the patients to deal with their lack of customer service, though I cant get out of my plan because whenever I go into the store the always say to come back when your phone starts playing up or to update your software. There are no more god dam updates! I've given up.

arrrrgh, getting so sick of the delayed sms's!! and the most annoying part is i can simply just make a phone call or send another text to prompt them to come through.. seems kind of stupid to me! shouldn't they just automatically come through :(

While I was on holiday with my family in Tasmania couple months ago, my mobile kept on turning on and off itself. I have asked to replace my mobile, because it is still under warranty, and only 6 months old. Vodafone has refused my request. I also queried whether I can trade in and get another model, of course, they refuse me.

I made 3 attempts at calling 1555 to upgrade my handset (I dont know why) arghhhh! Due to 'technical difficulties' my call was disconnected.

The 4th time i finally connected to 'lara'. With my enquiry issued, i was placed on hold for 57minutes before I reached a 'real' person.

Only to find that the department I wanted was closed for the day!!!!! I was then placed on hold AGAIN while the operator found me the right place to complain (at my request)

TOTAL time with a phone stuck to my ear listening to bad elevator music - 1 hour 3 mins. PRICELESS!

Been trying to complain about the fact that my phone drops calls, doesnt do anything when I dial and people cannot get thru to me....
Was on hold for 30 mins and cut off then 1 hour and Sazia answered and did not speak!... Would not talk for 5 minutes before I hang up!...
So I go to email and email is 'temporarily out of order'
F**k Vodash*t

I am hardly able to send SMS and making call from vodafone network, I only lived within 10kms of CBD.

Dont under stand why I receive My MMS messages at 3am on the dot. Someone will send me a mms at 1pm and I wont receive it till 3am. Also got sent new years eve messages that i didnt receive till the 3rd of january. Thank god they were not emergencies.

Just moved from Telstra - what a big mistake - poor coverage at home and work in centre of Sydney

Just attempted to talk to family. Vodafone to Vodafone, Darwin to Sydney. Seven dropouts in 5 minutes of attempted communication. Why so poor?

I am in Cairns, QLD. According to Vodafail, the area I work (Edmonton) they cover the entire suburb. I do not get even one bar on my phone, my phone only shows 'Emergency Only'. I have to walk 50m down the road to get two bars to make a call. I recently changed to Telstra, they enabled me to keep my existing phone number, and I now have five full bars where I work - go figure. If they are advertising extensive coverage and it is obvious that no coverage exists, and they take your money, then isn't this fraud? Definition of fraud - 'Obtain a benefit by deceipt'. The benefit to them is a financial gain through decieving the client that they will be provided a service. The deceipt is that they actually do provide a service. No service, take money = fraud.

Is it worth sitting on hold for 0.75 hours so far to complain about coverage?

Whats with calling another country to get customer service in Australia. I cant stand your operators, they are worse than your voice recognition software. Im moving to telstra and guess what, im cancelling my contract, keeping my phone and not paying my bills. My bank account was cancelled today. Ill just assume its compensation for all the crap ive been through to make a phone call. Good bye Vodafail.

Join the class action and lets get our money back. Im not paying $129.00 for fluctuating reception. Its 2011 i dont see why i still have to hold my phone as high i can to search for flowing reception. Your service is rediculous. I call to cancel yesturday and was on the phone for 116mins before the opertaor told me that i have to call during the hours of 8am to 5pm. Why did your stupid usless voice recognition transfer me to an area that is closed.

Click below and sign up. Time to get the show on the road.

http://www.piperalderman.com.au/vf/

i give vodafone and optus equal rating. If only telstra wasnt a rip-off. I love thier service.

I was fishing at Stanwell Park where i had a missed call from a family member who required emergency care. I went to answer the call and it continually dropped out. Thankfully my uncle was with me who had full reception with Telstra. I worry that if i was alone and required emergency services. I continually loose my network and recieve error messages. I am currently also recieving sms upto 10 days late. I am still currently recieving people happy new year messages 10 days later. Over 15 times i have been left without recpetion for more than 15mins. Enough is Enough. See you in court Vodafone. Your service is not worth $79 a month. I think walki-talkies are more reliable.

I just want to talk to someone at Vodafone. It's a minefield. I've already posted about the issues everyone is having ie I get the dropped out phone, delayed text messages etc. For e.g. my sister is in flood in Toowoomba, incidentally she is also on Vodafone. She sent a text to my family who are mostly on Telstra. They all got the text and I still haven't received it.
Anyway I need to speak to Vodafone about upgrade of iPhone. I rang them 3 times today whilst on lunch break and I kid you not, 3 times I got to a point either in a holding queue, or I say 'upgrade' and I was dropped out. This was a call from Pyrmont in city.

waited on hold for an hour to then get through and get cut off!!!!

The reception drops out everywhere and it is impossible to get an internet connection half the time. Emails and sms's take forever to get through. Had friends sms us to say they were on their way to our house at 2.30 pm and we got the text at 9.30 pm-after they had left. Sick of it.

Some 30 hours to have my internet terminated 12 people I have spoken to on 1555,since 11/12/2010, been cut off, placed on hold, transfered to wrong dept, and to currenlty waiting for a call back which Lara told me would be 30 mins, today 10/01/2011, called at 4.53 pm told we'll ring you back within 30 mins & Yep still waiting at 7.30 pm.
I did notice how quick they were to donate large some of money to Floods appeal here in Qld Well done I noticed how quick they were to warn of a breach of private information leaked. Yet Lara & Co What about us the people who are waiting waiting waiting, I have placed a complaint in to TIO, I have a list of all 12 people I have had the pleasure to speak to be hung up by or tried to help me only NOTHING HAS BEEN DONE YET,Why do we allow this I will be ridding the problem as soon as they contact me what a Joke....Peter, No Service QLD

GAHHHHHHHH!!!! what happened to you vodaphone? i used to adore you and now all you seem to do is irritate me!! i only get service in waves on the top of my brothers couch in longbeach when i visit the coast, and in my own room,u are killing me!! i cant ring sometimes,i dont get texts until 3 hours later,cant send texts,and have no service!!!
DEFINATELY changing carriers,i gave you a chance and all you do is dissapoint

A few days ago I contacted Vodafone customer/technical support about the constant drop outs and an investigation resulted in no action. Today I find I no longer have a mobile connection and have just spent over an hour trying to talk to someone and once again no success, still on hold. Something must be done about it. So much for customer service.

I beleave vodaphone brought out 3 as I'm with 3 from the moment they switched system my reception took a dive for the worst so my intrest in all this is has any one else put this to you That it might be 3 customers being affected as well ? . I also noticed that no news reports have mentioned this. I just hope that my privacy has not been breached along with other 3/vodaphone customers. Tank Kurt

I have NO reception hardly anywhere I go. All my freinds who are with Telstra & Optus always get coverage where I dont - and to get out of my "contact" will be close to $500!!! FOr a service that doesn't work! My wireless contact just ended and I called and cancelled it and they seriously asked me if I wanted to transfer it to a freind of family member..... AFTER 20 MINUTES OF ME TELLING THEM ITS CRAP AND HAS NO COVERAGE!!!

can '3' customers on a plan leave without exit fees for all the poor coverage?

errors in bills like overcharging, very very very long time waiting disgusting service and so annoying. very bad.

C'mon guys! If you work for VHA, lets reply to these complaints in a respectful and helpful manner. There is not point coming onto this site and trying to start a bitch fight - we are employees of Vodafone and should be trying to minimise customer angst.

With us being helpful as much as possible on this site, hopefully we won't be abused as much in store.

In saying that, just because we work for the company does not mean we deserve name calling or taunting that should be pointed else where. We can only do so much.

Thanks to the maps and info on the Vodafail website and other sources including the ACMA databases; I have been able to identify the locations and radiation patterns of the VHA Vodafone cells in the immediate area surrounding the suburb where I live in inner Brisbane. The results were interesting. I live approximately 450 metres from the nearest cell which has 2 antennas with radiation patterns facing directly towards me. Every day I have full and long interruptions to my ability to make and receive voice, SMS, and data on my personal Vodafone service.
In contrast my work phone (identical handset to my personal one) is on the Optus network and also uses the same physical site for its cells and has an identical radiation pattern from its antennas and NEVER has any interruptions to the service and has any break in service for voice, SMS or data!
I am sick of lost/missed calls, dropped calls, delayed/interrupted voicemail, SMS delivery delays of hours and days.
Vodafone you are not providing the services to the level that I was led to believe when I signed my contracts, you have failed to meet your obligations under that same contract and your network usability has dramatically deteriated since I contracted you to be my provider.
On a recent trip to a major NSW rural centre (A major town with a large University) I discovered the hard way that only EDGE data was available on Vodafone in the area instead of the 3G data services available on Optus and Telstra. Whilst this may be due to the handset not being 900MHz capable but that does not explain why my 900MHz compatible Vodafone USB modem with wifi docking station was also only able to obtain EDGE data services at approximately Dial-up speed!
Voda you suck!

I'll try cut it short. Was on a plan and had a overdue bill that wasn't paid due to loss of job which got disconnected. Eventually when I had the money I rang to pay the bill and the early termination fee. I got transferred around to 5 different departments with each 1 telling me a different figure. The final figure was given to me and it seemed lower then I expected, so I questioned if it was the whole amount. After being told yes I asked about 4 more times is that definitely it. Was told yes so I asked if there was nothing owing would I eligible for a new plan. Was told yes so I went and got a new phone that day on a new vodaphone plan. All was good until I received a bill for $1400 3 months into the contract. I rang customer care many times and each time they said it was the early termination fee from my last contract, I told them the story everytime asking them to look into it as I asked many times for the final payout figure. They made me out as if I were lying. How do u sign onto a new plan with the same company if there is $1400 bill still owing?? In the meantime of trying to sort this out I paid my monthly bill but refused to pay the $1400. I kept ringing bck trying to sort it out but after 3 months of the $1400 bill not paid they automatically disconnected my plan and sent me an early termination fee or nearly $2000 for the new contract. This is ontop of the $1400. I managed to get the new ETF wiped after many calls but was sent to debt collectors for the $1400. I was defeated after all my efforts and couldn't afford a bad credit rating I started to pay it.. After paying only $500 off a bill that was there error, my next payment came back saying I was $100 in credit?? My credit rating still got marked as unpaid default even tho i got a letter saying I'm in credit and I cannot get anymore phone plans. I just accepted it and are on pre-paid now. Credit rating stuffed and I dunno if I owe money or not all over a bill that I tried to pay and they couldn't give me the right figure! PATHETIC

Well wouldn't you have it, there is no way Im going to call the not so helpdesk to request if my personal information has been leaked. So I decided to email via there website, and guess what, the email function is currently out of action!! MMM wonder why, could it be, no staff with the ability to answer that question, or a way of not having to deal with that issue with providing a reponse in writing, or lack of people who can provide a response in english. They have really started to ***** me off now!!!

You guys are litterally all little girls. Holy shit. This media crap is allegations, no one has actually got evidence saying their information was obtained from Vodafone and used to assume their identity. Go to Telstra then, where they send out LETTERS to random people with your name address ect. where they obviously arent alegations because people are recieving these letters.

Fact of the matter is you get a call drop out and you (the little whiny bitches that if one thing goes wrong they spit the dummy) start collectively bitching about shit.

Grow up a bit, or go to Telstra who axe jobs left right and center, over price customers, treat their customers WORSE then crap and exploit the shit out of the rural market. And trust me. Ive been on both sides of the fence (both consumer and working there) and my time at Vodafone, customer and employee was unbelievable.

Prepaid accnt locked out and siite password changer does not work. tried to call helpline 10 times and went through process and got an engaged tone and call failed at end every time...

I am having problems with my vodafone broadband. Every time I call customer support I am on hold for at least an hour being sent from person to person. The last two times has ended in the customer support staff telling to to take my usb stick into a shop to get it replaced. Every time I go to the shop they say they cannot do this for me....? The last shop assistant told me the customer support people like telling people to go to the shop as if it was a big joke. I have had vodafone broadband since last october and I have been really unhappy the whole time. When I tried to break my contract they said it would cost me hundreds of dollers. Vodafone sux.

I live in Gosnells WA and must say the Vodafone coverage here is very bad.
Can not make and recive calls at my house as it drops out everytime.
Even outside.
Have emailed Vodafone with no reply twice..
What a SHAM.

Jeff WA

I've been with Vodafone for almost 3 years now and I've seen it get progressively worse!! I recently got Pre-paid Broadband and it's absolutely crap! The reception SUCKS, and it constantly drops out or just refuses to connect. When it comes to phone reception, it started off fine but now I hardly get full bars and sometimes have to walk around the house to get it.
I will definitely be changing networks. Todays blunder is the last straw.

signed up to new 24 month contract, fone has not been activated for a weeek, whilst contacting compnay manypeople have hung up on me.

I have been a customer of Vodafone for many years and, until recently, havent had any major troubles other than busy music festivals. For the past few months I haven't been able to connect to the internet, or if i do it disconnects in a matter of seconds, my phone has dropped out and I have been experiencing trouble areas where my reception almost never works. I rang Vodafone (foolishly assuming that my years of loyal payments would make them want to help me) and waited on hold as patiently as possible to be told that my phone network had to be checked for 72 hours before I could even try to cancel my contract, and if I did then I would be charged money for doing it.
As I havent heard back from them I assume I will have to call again and am predicting Vodafone will tell me that there's nothing wrong with my connection and that the problem must be a defect in my mobile (which it is not).

Does anyone have any advice on how I can cancel my contract without being charged a fee? Surely they have breached my contract by not providing me with the service that was promised. And now I hear about all these security issues!.. Any advice would be greatly appreciated, as I don't want to continue paying for- or be charged for leaving- this substandard network.

New phone was supposed to be delivered last Friday, no one called to say it would be not delivered, my partner waited at home for 8 hours, called customer care was on hold for 2 hours, couldn't stand it any longer, hung up, went to email them via there customer complaints link, it wasn't working...found the complaints dept email address elsewhere, emailed them got a response back today that is computer generated and does not address any of my complaints in the email, now on hold for just over an hour and no one in India has answered the phone....I want to cancel the new contract and move to Telstra after receiving such poor service and reviewing others comments here, being on hold this long is outrageous!

poor reception, shocking customer service, poor 3g. PATHETIC

Living in North Wollongong in 2010 you would think think that mobile phone reception would be high but no. I constantly have no signal and the 'Network Lost' message on my iphone screen. I occassionally in one corner of the townhouse have one bar of signal but this means it takes a long time to load anything and if i dare go for a walk in the house or go to get something the signal will drop and i will lose my call. I have no signal in Westfield Figtree and often when i am driving i will lose signal which is scary considering i commute and hour to work, i would hate to ever break down as i wouldn't be able to call anyone. I am very often inconvenienced by this and regret getting a contract with vodafone, i am a very frustrated customer...

after the news story about stolen info and such i go to check my account only to find it LOCKED try to call customer service enter pin ...after that i get OOPS we have encountered a technical difficulty Hang up and call again then it auto hung up 15 times IM tired of vodafone doing this they need to get it together fast

I have full reception and 3G coverage however nothing will load on my internet unless I switch off, then back on or go into flight mode and turn it off again.

I may get a missed call and if they leave a voicemail, will not get notification for maybe a day or two at times.

I run my own personal training business, and vodafone is costing me my clients!! My phone has no reception for hours on end, cuts out at least 3/4 times during a conversation and is not consistent with Internet coverage/ connection for emails! I am sick of vodafone and want my contract dis continued without paying the rest of my contract! VODAFONE IS COSTING ME CLIENTS!!

This is my second complain on here and vodafone are more useless then ever. It start all on friday 7th jan i rang cause i was having no coverage it took 45 min to talk someone and when i did speak to someone i got told theres no problems i explain to them that where ever i stood inside or outside my house i could not coverage they hang up on me. Saturday i was upset by being hang up on i rang again and got it would take 10-15 before they could talk one and a half hours later i complain about the Privacy RUDE USELESS service they gave all the person could say is sorry sir sorry sir this is NOT how you should of been treated. Today is the 10 jan and i still no Bad coverage and STILL waiting for snr supervision to get to me. If vodafone do wake up soon i hope the 7 millions aussie wake and leave this sorry useless dumbass company. Please understand i dont blame the works i blame there boss who sit a nice pretty office who make the rules.

Hi,
I was a Microwave satellite communications technician and an Austel licenced telecommunications technician.
When I assisted Vodafone to put their mobile networks together around 15 years ago, they were the place to be.

Telstra had reliable coverage, but at great expense. They never seemed to be there when you really needed the coverage or the customer service.

Optus had lousy coverage with excellent customer service. But in direct competition with LIFELINE, they could counsel the customer to the point of curing mental illness...(if the line didn't drop out first...)

The end result of all this was that about half of all mobile calls were connected, completed and subsequently charged exorbitantly by Telstra.
At least when the other half of calls dropped out, you had someone who you could whinge to at Optus who would say "Yes" quite a lot.

Out of this came the shining beacon that was Vodafone. With their reasonable call rates, customer service and coverage!!! Once the news was out, all the technicians switched to vodafone in a flash.

Yes coverage! Vodafone had their own equipment! Without even resorting to network rental arrangements like all the other carriers had to do - 3, boost, dodo etc.
Because of this I used Vodafone for mobile telephone service for over 10 years, still do unfortunately.
Not for much longer!

Then I bought a prepaid broadband USB modem through Vodafone. After going to numerous Vodafone stores to wait AN HOUR to be served, only to find that the USB unit had "sold out" or was "out of stock". I then arrived at 2 separate Vodafone shop locations actively listed on the Vodafone website that were out of business.

I could have had the USB modem delivered by carrier pigeon by then, or made one myself with a broken digimon and a stick. As a tech I have installed (or failed) 4 of these units now, no two are alike. PC compatibility issues are rife.
The $49 USB modem does not even work in most netbooks, effectively making them underpowered miniature desktops.

Reception is appalling. I can see the tower from my house, it is 30 metres away. Line of sight!
As for the install - It would have taken less time to write the prepaid broadband USB software myself than to install it.
Registering, connecting and doing the initial install was the single most slow, painful and emotionally harrowing process I have had to endure in 20 years of software installation. It must be illegal under some convention somewhere...

Vodafone must have their website powered by underfed anorexic dyslexic hamsters.
These Hamsters are multitasking as the overworked software engineers...
The dead Hamsters in the bottom of the cage used to work customer service...

Mobile Broadband reception still drops out in the slightest breeze like UHF used to. I have tried USB extension cords (with some minor increase in signal strength) and modified broadband antennas. I am now blasting myself with enough RF to create my own personal cancer cluster or reheat a meat pie in three minutes...
At least it keeps my coffee warm while I sit through the install program - AGAIN!!!

Short of putting my PC in a Faraday cage and raising my own antenna mast or installing a parabolic dish on my head I cannot see Vodafone providing anyone with a usable mobile broadband connection.

Let's face it Vodafone, these towers were never designed to carry this amount of data traffic at this bandwidth.
The equipment is 15 years old, outdated, superseded and needs to be able to provide a continuous, consistent, reliable and strong signal. Roaming from tower to tower, 3G to GPRS and back again is painful, costly and disruptive.

Retailers should install "Vodafone" recycling bins at the front of retail premises. The junior work experience kid's arse has been turned into a thrashed USB port by the sheer number of returns this Christmas.

It's only 30 metres from my place to the tower. Hmmm... Maybe if I get a long piece of coax and climb up there and hard wire the bastard myself....
Oh sorry! That's called ADSL - YOU MORONS!!!!

I switched to Voda for a cheaper Iphone plan. I did not know that Voda have bad network and bad 3G data connection. 1st month I'm with Voda, GPRS keeps being disconnected. Downloading video shows format is not recognized once every two times trying. 40mins waiting time to speak with customer service and then the call dropped out. And the data quota shows less than what I signed up for. Customer service even had a long response from their own system and promised to call me back but no call yet. The signal is ok at home or at work but really bad once I go to lower ground while my wife's phone still have some signal. I found all of those in less than 1 month. Can I still cancel the contract?

After contacting them today to cancel a contract which they said they were previously allowing, I was told that 'I' have to prove in '3 ways' how Vodafone has failed me ? I was told, "you can say poor coverage" or something else, and then told how 'I' have to document it and then go to a store to "prove it". Obviously after their little team meeting this morning this is the new directive, but are they kidding ? Idiots !! Good luck with your PR disaster, makes for a really great case study in PR FAIL !!

all i wanted to do is change my voice mail pin code so i had to ring customer care and when i finally reached a Human they said that they can't talk to me at the moment because of a crisis and hung up yer very caring vodafuck

How do you contact Vodafone in SA??? Look in the 2010-2011 White Pages, with the exception of a store at Golden Grove, there's no listing for Vodafone, nothing for "3", nothing for Hutchinson Telecom. So how can I get my phone fixed (which went haywire within 2 weeks)? Store I got it from wont exchange it because I dont have the box it came in & the phone's manufacturer arent helpful either. They have no(kia) idea.

- Extremely Poor Reception in inner metro suburbs

- Most pathetic customer service, waiting times and YES - the phone drops out after waiting for half an hour on 1555 for operator to attend my call.
It has sent me madddddd, brain cells have officially fried !!!!

Got through to Lara but then told, due to tech problems, to call back! This call was to ask WHY MY PHONES ARE STILL CONNECTED TO VODA after canceling my contract on one phone and disconnecting a prepaid today (took 3 hours in CBD and talking to Mumbai)!

repeated bad reception and now loss of all contactsand sim failure due to security breach,have been on phone for last 4hrs trying to get through to customer care.This is a private number but god help people with a buisness.

From Friday 07/01 friends on Vodafone have been unable to call or send text messages to my number (Telstra NextG). Fruther testing shows they cannot perform these actions to any Testra mobile, but other networks seem to be receiving communication.

Anyone else experiencing this specific problem?

I have had my iPhone for a year now and thought it was something I did that meant I could not send emails. However my iPad which uses Telstra can and now I know why. Not to mention the number of times I have tried to call family and friends only to have the phone not connect. Here I was thinking it was my phone when it was the carrier all along - now if only I could get out of this contract a year early...

In January last year I signed a contract with vodafone for the iphone 3 on a $49.00 per month contract with insurance for theft, loss etc, as per the sales clerk in the vf store - or so I was lead to believe. In July last year my phone was stolen from my parents house and when I went to arrange a new phone was told my contract did not have insurance included, the sales clerk should not have told me it was and there is nothing they can do except shut the phone down and give me a new sim card, oh but I can get another contract for the same phone if I wanted to - pay 2 contracts for 1 phone???? I chose nt to get cuaght in another contract and now I'm lucky to be able to make a call off the new sim card due to reception issues, line cuts out, no service etc. All I want is out of this contract with no penalties against my credit history and to NEVER have to give vodafone another cent EVER AGAIN!!!!!!!!!! Customer service provides me with no response to this request other than "you can end your contract in January 2012", um, that's when the contract ends, very cleaver voda-ripp, not happy at all.

How about a class action agaist 3/vodafone Breach of contract . Failure to provide an acceptable level of coverage and service !

Vodafone's reception is a joke!!! After going to the store just to buy a normal prepaid phone for my work they talked me into buying an iphone with a 24 month contract paying $80 a month. The reception doesn't work much in the city let alone in ANZ Head Quarter's building, my calls drop out, i get a message 8-9 times a day telling me to change my service connection, my text messages dont send for 3-4hours and it take 4-5 hours for me to recieve any texts.

i have been hung up on by vodafone 7 times in the last 20 min then after i fanally get through lara i get a message saying im sorry there has been a problem you will have to hang up and try again .. it is rediculous!

I have all the usual problems, as stated on this forum;

faded calls, dropped-out calls, no messages recieved, phone doesnt ring when a call comes through...:-<

My issue No 1. Now, im not an expert in the telco industry, so how am I to know whether it is my phone or Vodafail coverage? Why should I have to make this distinction, is this not Vodafails and my phone retailers job? Why cant they resolve these very basic issue, and why are they marketing AND CHARGING for these obviously faulty products and service!!

Issue No. 2 Why as consumers, are we not covered by the basic consumer laws that state, when you buy a service or a product that fails to meet the requirements that are being paid for and that were laid down in the contract, you are entitled to a return, credit refund, or total refund?

Can't access my current bill details. They want me to pay my account but I can't get a copy of my current bill for the last 3 days. Tried to call the customer service number and call drops out "due to a technical problem" This company needs a good wake up call!!

I live in point cook, sanctuary lakes, there is no reception at home or even in my drive way, occassinaly i can get a clear signal but most times none. I miss out on voicemails from work and from colleagues asking me to work. I also miss out on calls from family overseas. This has been frustraing the past year. I hope they fix the problem.

Approximately 60% of my calls drop out and then I get charged a connection fee when I call back which is just ridiculous. Vodafones service is just not acceptable and customers should be compensated

Having absolutely no reception for my usb modem at all, unable to even connect and still being charged normal amount for this stupid service!!! wasting money on the 30 min + phone calls i was making every week to speak to someone i couldn't understand, being put on hold and then being told "someone will call you back mam" too many times i have waited and waited for someone to call back and no one ever does! its completely obvious that i have had connection problems as one of the operators told me that he could see no usage on my account for 4 months!!! its a joke! THEN....they try and make me pay a cancelation fee for wanting to cancel my contract!!! and they wonder why a totally genius website like this has been created!!!

I stupidly went into a contract with vodafone for a pocket wifi, but this was about a week before all the problems started.. now I dunno what to do.

Have called a number of times for issues with sms's being delivered 10 times to recipients, handsets and problems with recharging.

Not only does it take up to 2 hours on hold. BUT there have been at least 5 occasions in which i have finally got through to someone, only to be hung up on by an incompetant operator. Sick of it. Changing carriers.

Many tourists from overseas are told vodaphone will work in Lightning Ridge. But there is no service here ( Telsrtra, optus, mob 3 are all OK ). They get really angry. Esp at weekends when they cannot buy another phone. I have tried to talk to vodaphone with no response.The ombudsman says go to ACMA they say go to the ombudsman. Please put a sign at sydney/Brisbane airport and shipping terminal do not buy vodaphone if visiting Lightning Ridge. Last year we got 26,000 visitors. People lost and in aircraft also get angry when their phone does not work.

Office 7 KM from Melbourne CBD and no signal , calls always drop out. Advised to get new phone . Done that ! Still the same . I was then advised that it must be the tower/network ! It will be up graded over the next 3 months (9 months ago ! Contract has 5 months to go then HALLOOO! TELSTRA / OPTUS

Not receiving sms messages until three days later, as I am a courier driver this has cost me $2,400.00 in not picking up parcels on time. I rang customer care and just got the run around, when i finally did get someone after 2 hours there computer systems were down and couldn't get into my account. They dont really care. I have had it see you later and hello Telstra.

Have just waited and waited for a call back for cancel my contract. Call finally comes, and... silence for 20 sec before it dropped out. So ready to get out!!

I JUST PUT A GOOD COMMENT ON HERE AND IT GOT DELETED!!!!!
REALLY, ALL THESE PEOPLE CAN SLANDER IT BUT IF ONE PERSON SAYS GOOD, YOU TAKE IT OFF?

Lightning Ridge, NSW got 26,000 visitors registered last year.
Many and others were from overseas and had been told their vodaphones work here.
Some stay for up to a week buying opal. Vodaphone does not work in L.Ridge. People refuelling aircraft, lost etc are very angry that their phones do not work. Many are told by vodaphone that they will. Please put a sign at sydney/brisbane airport Vodaphone does not work in L Ridge.I have tried talking to voda sales staff and emailing. The ombudsman said go to ACMA who said go to ombudsman. I am not a customer !!!!!

At this very moment I have attempted to contact customer service 1555 from both my mobile and the 1300 number on my home phone so I can finalise my final bill to switch to another carrier as my contract has ended. Attempt 1, 2 & 3 saw the call drop out after about a minute and each call back resulted in me having to sit through a 30 second spiel about how Vodafone takes customer infomation security seriously etc. The 4th time had me on hold for 25 mins, finally got through to someone and spoke half a paragraph only to have the call drop out. The rest of the frustrating calls resulted in a message from Lara saying ' We are experiencing technical difficulties, please hang up and call again'. ARE YOU KIDDING ME???????!!!!!!! THE ONLY DIFFICULTY VODAFAIL IS HAVING IS THE LARGE AMOUNT OF COMPLAINTS THAT ARE COMING THROUGH.
I have been with Vodafone for many years, both pre-paid and contract on numerous occasions - I WILL NEVER GO BACK. VODAFONE GO TO HELL.

Massive call dropout, sms take forever to send and most of the time I can not access the internet. When I first received my vodafail handset it took 4 calls and numerous transfers to different people just to set up my handset for internet access, which rarely connects.

I was with 3 for years and then just changed over to vodafone last Feb and has been disaster after disaster.. Call drop outs, messages and voicemails received 12-24 hours late and then they cant give me a reason. You call up and wait 45 mins to actually speak to someone and also get charged for the call. Pathetic, just pathetic, wish i had just gone to optus...

reception sucks

Let me guess, 80% of you have iPhones? or smart phones?
iPhones have killed the network
the rest of you just wanna bi**h online

I was with three before never had prob now Im with vodafone for last 6 months having a lot of prob i have made the wrong decision poor service whenever you try to call them its an hour waiting time I dont know what to do I still have more than 1 year left in my contract very frustrated I Ddont wanna stay with vodafone anymore

Deryn Hinch has his teeth into this at the moment on 3aw

I don't understand why I'm paying for a service that I'm not getting! Internet keeps dropping out, phonecalls keep dropping out! What a joke! I understand there's technical glitches but for months on end???
The thing is you can't even get a hold of customer service? WHAT SERVICE! Spent over 2hrs on hold with absolutely no results/acknowledgement/return call... VODAFAIL!
Can't wait til the end of the month when my contract is up! GONESKIESSSSS! Hello Telstra!

Constant call drop outs when I live in a major urban area, on top of a hill, and even the top level of an apartment building.... it should be ultimate coverage here! It caused a family arguement as someone thought I was hanging up on them and then couldn't get through when they phoned back.... Thanks Vodafail on causing a few tears!!

I have found Vodafone fantastic, i have been with them since 2001. (both NZ and AU). Staff are great, never had a problem with them at all. counter staff have never been anything but helpful. found the coverage better than optus by far. the phones themselves have never been a problem - nokias, sony ericssons.

In short: for the last month (and for some time before that but not to
the same extent), I have experienced terrible service from Vodafone.
Calls dropping out repeatedly, text and voicemail messages not arriving
or being very delayed, network dropping out completely and needing
repeated reboots of the phone, and extremely slow data. This is in every
location, not just at my home.

My experience of calling Vodafone has been:
1. The network team telling me it's a problem with my phone (iphone 3GS)
2. The iphone team telling me it's a problem with the network
3. The network team telling me that it is a problem with the network at
my house but that I then needed to talk to the iphone team
4. The iphone team telling me that is incorrect and I have to deal with
the network team to troubleshoot
5. Call dropped out
6. Spoke to the technical department who told me there was no problem
with the network at my house
7. Asked to speak to the disconnections department after being sick of
waiting and getting shuffled around
8. Disconnections department telling me that there is a well documented
issue with the vodafone network in Melbourne due to the 3 merger but
they could only disconnect me without a fee if I spoke to the network
team
9. I informed her I didn't want to wait another 45 min on hold so could
she have network call me back
10. Waited for call back, never happened
11. Called back and spoke to technical team who said they could only
escalate me to network if I troubleshooted with them which I couldn't at
the time as only phone around was my mobile which I was using
12. Called back later on my partner's phone, kept waiting over 45 min
only for the call to cut out
13. Next day spoke to technical team again, troubleshooted but this did
not help
14. Advised that could only escalate further if I could document 3 drop
outs at my house over 72 hour period, and if claiming a widespread
problem it must be 3 drop outs in each of 3 different documented
locations
15. Over weekend have had repeated delayed texts, call drop outs and
ridiculously slow data but in widespread locations including my home.


I emailled this to Vodafone customer help because i couldn't bear to deal with Lara and her mega wait time and this is the reply I received:

"RESPONSE:
Question: Why is there an unusual or unexpected charge on my current bill?
Answer:
View our online Bill Explainer here

If you notice unusual or unexpected charges on your bill, this may be due to the following reasons:

1. If this is your first bill since connecting to Vodafone, all standard charges for new accounts are charged from the date of connection until the start of the next bill cycle, plus one month of access charged in advance. This monthly fee charged in advanced will cover the next billing period. On your second bill, there will only be one monthly access charge. This is for your next billing period and is paid in advance. If you change plans, part of the monthly access charge that you have paid in advance wil be credited on a pro-rata basis................" etc. etc.

What the...?

Woeful 3G coverage - Cabarita NSW. I am now operating on one bar of 2G cover in the very same place where I used to get six bars of 3G. Jumping thru hoops to eliminate any issues with my phone etc. Promises of call backs to advise where investigations are at - never happen. Hugely long wait times in support queues. I just want to cancel my service - nothing else. No compensation, just let mt quit!!!

I currently Live in Casey my partner and i get very little to no reception in our own home, we do not have a home phone. I have just got off the phone to Vodafone (after a 2 hour phone call, including being "disconnected" twice! Finally speaking to a helpful Customer service officer, aftyer running through all my settings on my Iphone 3GS and realising all my settings are correct and it is just their crap network they have now launched an investigation into the coverage at our house. If it comes back that it can't be fixed straight away they will be cancelling our contracts we send our phones back etc. So for all you people out there that don't get reception or get little reception at your own house call VOdafone and go through the steps, it may take a couple of hours, but be patient and you maybe able to get out of your contract! Next stop Telstra...

I don't have any issues with Vodafone, having been with them since 2003.

I use Nokia phones (private and business), not iPhones (which also causes problems), and have full signal, wherever I go.

Some people want the world, for a good price. Want better? Go pay more cheapskates.

And yet again 3G is down in the Sydney CBD, going on 5-6 times a day now.