26 Mar 2012 - Update Highest Rated Pain Stories Highest Rated Gain Stories Vodafail Local Facebook Page
Dear visitor,

Since its inception Vodafail.com has made a significant contribution towards raising awareness of the problems and issues faced by Vodafone customers.

Vodafone Australia customers have had the opportunity to voice their concerns, their fears and their troubles from every corner of Australia and beyond our borders. You have gathered the courage to stand up for your rights as consumers and to make your voice heard.

Each and every person who shared their story should have a sense of pride in this achievement and the changes that have occurred since the start of Vodafail.com.

More recently, traffic to Vodafail.com has declined significantly. Having achieved the goal of raising awareness and promoting concrete action in early 2011, we have now reached the point of closing Vodafail to new complaints. The site will remain online for as long as possible as a reminder and an example of what is possible when we share our experiences.

It has been a privilege to run this initiative and I'm am forever grateful for the help and support I've received. In particular I would like to thank Melissa, David and Travis for their continued efforts over the past 15 months. I'm also thankful and humbled by the support of ACCAN, Choice magazine and a wide range of media outlets, blogs and websites.

You can still browse existing stories and find out how to file a complaint if you are experiencing problems.

Until next time,

Adam Brimo

The Vodafail Report

I started this website out of frustration for Vodafone's customer service and ongoing network problems. It was designed to bring attention to the issues and show that aggrieved Vodafone customers are not alone. For the past month Vodafone customers and employees from all around Australia have shared their stories, the time they spent on hold and their phone reception details with Vodafail.com. Thank you for your openness and contributions.

The information you shared has been analysed and compiled into a report. The report aims to provide an insight into scale and complexity of Vodafone's issues, the causes and the potential resolutions that may be acceptable to the affected customers. The report is available in full on this page and on Thursday January 20th 2011, this report was submitted to the Australian Competition and Consumer Commission (ACCC) and the Australian Communication & Media Authority (ACMA).

Vodafone Hutchison Australia is the only company who can solve the problems of its own making and the Australian Government has the power to ensure future problems are less likely and more quickly resolved. The Australian Communication Consumer Action Network (ACCAN), the Telecommunications Industry Ombudsman (TIO) and the Privacy Commissioner continue to be vital in ensuring consumers' rights are respected and that issues are aired. Those organisations have the responsibility and that is where the attention should be focused.

The media in all its forms has brought these issues of public concern to the forefront of the public's minds. Vodafail has helped to organise that effort and if you are still experiencing problems with your Vodafone services please follow the steps on our 'How To Complain' page. Please direct any media inquiries regarding Vodafone's issues to Vodafone or the ACCAN. The ACCAN has released a statement about this report and the ongoing Vodafone issues.

Thanks again for all your support.


Other People's Comments

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20958 Someone from QLD thinks the report is dropped calls at 25 Feb 2012 03:36:18 PM
In the last week I have only been receiving about 1/4 of my incoming calls. I keep having my calls go directly to voicemail even when I have a signal and I'm not on the phone. Its starting to make me worry about the calls I am missing, hopefully they arent anything important.

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20427 Someone from QLD thinks the report is Vodafone lies, provides poor service at 24 Dec 2011 02:17:09 PM
Well I guess I fell for the "$1 billion network upgrade" stuff on TV, and bought a phone from them under the proviso that according to their blog my location would be upgraded by the end of this week, this week has come and gone and my data speeds remained slower than dial-up, they gave 2 gigabytes per month (the only reason I needed the phone) but they may as well have promised 5 billion gigabytes because you simply can't use it.

They initially promised 3 months free which sounded great, but you can only cancel your service on the Vodafone Network Guarantee in the first 30 days - which means there was a high probability of me getting stuck with a contract that I couldn't use.

I ordered a Mobile Broadband device too, but after this I am now going to *refuse delivery* of it.

Don't buy the network upgrade stuff, at the very least wait until they say it's fully complete; even then I would just pay the extra and get Telstra - who actually work already.

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19118 Someone from QLD thinks the report is Mobile Broadband at 11 Aug 2011 01:25:53 PM
I've had Vodafone Mobile Broadband since about January 2011. Have never had decent service. I live in Murarrie, QLD which is supposed to be a high-speed, high-reception network.

Internet drops out constantly, is ridiculously slow and most times I can't even connect to it. When I can, I only receive 2 to 3 out of 5 bars of reception.

I have been writing on the Vodafone Forums along with hundreds of other mobile broadband customers all over Australia who are experiencing the same problems. Vodafone Moderaters continue to delete posts that they say "aren't nice" or "bring Vodafone's brand into disrepute" and they don't seem to be able to (or want to) fix the problem or compensate customers for services they are paying for but not receiving.

I have emailed this information to the Editor at the Courier Mail to see if there would be any interest and intend on contacting the TIO to have this resolved. I'm absolutely disgusted with Vodafone's lack of care for this situation.

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18673 Someone from QLD thinks the report is 3g issues dropouts at 9 Jul 2011 10:27:05 PM
I have been with Vodafone for over 8 years and in the beginning they were god but now im even thinking of going to telstra, at least id get coverage i pay for not slow data and missed calls and NO SIGNAL on my screen whats the good of 4gb data if you cant use it i can drive from the city to the gold coast and get over 9 loss of network messages doesnt mater what phone nokia iphone samsung same problem!

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16320 Someone from QLD thinks the report is Abysmal at 16 Mar 2011 05:24:04 PM
Vodafail won't release me from my contract because "it works in your area". My "area" is ALL 500+ suburbs of Brisbane and no Vodafail, it DOESN'T work, otherwise why the hell was I talking to you???!!!

They offered me $10/month off till the network was upgraded (due in April, apparently, so that's a grand total of $10 for 1 month). I declined. They asked if I'd considered switching to 3. I declined. They offered me a new handset. I declined. They waived my last unpaid bill and the next 3 months' charges.

I have lodged my complaint with the TIO.

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15403 Someone from QLD thinks the report is constant drop outs! at 9 Feb 2011 12:37:07 PM
Extremely dissapointed after 7 Years with Vodafone average call spend $500 per month. The cost to my business is unfare. We are forced to use land lines to make reliable calls to customers and this is at our exspense.Customers can not reach us and when they can calls drop out.
Plus wrong billing. And ofcourse waiting over one hour on hold to get service only to be cut off after 3 transfers and not given a call back? come on!

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15201 Someone from QLD thinks the report is Internet never works at 4 Feb 2011 11:05:12 AM
I am absolutely disgusted by the quality of service Vodafone provides. The internet never works continuously for more than 1 min or 2. My HD Desire got wifi or usb sharing of internet tethering, but it kept dropping off with Vodafone... I put my hubby's sim card from Optus, working fine with no problem!!!

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14852 Someone from QLD thinks the report is Slow Internet Service at 28 Jan 2011 05:58:57 PM
I have called vodafone and been instore many times to correct an issue with my internet times being very slow and poor.

I have taken screen shots showing how it took 6 minutes to load google.com.au within a 3G area with almost full signal.

I have also shown them how my phone can change from full 3G to full Edge to NO SERVICE in less than a minute in the Brisbane CBD...WTF!!!

Well customer service fobbed it off to be my phone (iPhone4), but i have already had my phone checked at the Apple Store and its working fine.


Next step was go see the Vodafone Store staff for another insight on why my phone isnt doing acceptable broadband speeds.

They told me it was my sim card....so they changed that and then did the *google.com.au* test on my phone....took over 2 mins to load the page with almost full 3G signal.

The staff could only answer by telling me it was a network issue and will be fixed by March 2011...im not sure how to say this...but its been happening since Nov 2010...i have contacted 1555 almost every week and get many different answers...but no solution.

I refuse to continue to pay for a service that isnt being provided and wont be waiting till March 2011...until they say its ALL FIXED...i have had too many broken promises and lies from vodafone to accept what is being said.

So...after many times...i still have this problem and im sure the solution will never happen...they just want me to go away.

Happy Motoring

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14836 Someone from QLD thinks the report is Internet service at 28 Jan 2011 02:55:10 PM
Very very low, in other words: imposible

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14835 Someone from QLD thinks the report is Internet service at 28 Jan 2011 02:53:40 PM
Just imposible to use

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14633 Someone from QLD thinks the report is fail at 25 Jan 2011 06:40:16 PM
I HATE VODAFONE! I have no reception all the time. Internet is slow. Vodafone told me they had great covarage around Australia (boy they were wrong!) I cant wait till my contract runs out so I can change companies!
27 Jan 2011 12:57:24 PM: Or you could get out of your contract early, penalty free :)

Check out the "How To Complain" link at the top of the forums. Follow all of the steps and you shouldn't have a problem.

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14521 Someone from QLD thinks the report is Reception fail at 24 Jan 2011 10:13:36 PM
The reception in the area of which I reside is appalling. I am greatly dissapointed with the amount of phone calls where I find myself talking to myself until I pull the phone away from my ear to see the background of my phone. The number of times that I receive the frustration of having to recall the person back and suffer another connection fee of an outrageous amount. The monthly caps are great value, however the quality of what is received is pathetic (terrible reception and connection).
24 Jan 2011 10:14:34 PM: Thanks for Reading.

Nick (Author of post). :)

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14376 Someone from QLD thinks the report is No Internet connection at 24 Jan 2011 07:11:46 AM
Hi guys,

Vodafone is so incompetent, after being disconnected without any reason, I tried to solve the problem over the phone. After I have spoken to 3 people I only was told that I will be connected to a 4th person and this in 1.5 hours mainly spent in the queue. Incredible. I wasn't even able to explain my problem.



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14374 Someone from QLD thinks the report is BroadBand speed at 24 Jan 2011 06:46:47 AM
I have suffered for the last 6 weeks with extremely slow BroadBand speeds in my area (Greenbank, Qld). Mostly lack of access to 3G When it does actually connect to 3G, of the 10 or so tests i have done, returns 50 to 150k speed.... not really broadband!!

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14358 Someone from QLD thinks the report is Gave up on Vodafone at 23 Jan 2011 07:16:15 PM
Eventually changed to Telstra due to pathetically weak 3G mobile broadband signal in Sherwood 4075 QLD. Wasted $120.00 on last broadband top-up.

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14107 Someone from QLD thinks the report is iphone at 22 Jan 2011 07:00:38 AM
I have had nothing but poor service and signal from vodafone for the past 3 years. I was sold a iphone 3 by one of there stores in an area that dosnt support this phone and its signal. I then complaind several times and told them i would cancel my contract due to these issues. they sent me a iphone 4 and it arrived on the 18th/1/11. since then i have not been able to use this phone due to it being doa. i have called them 12 times in the last 4 days only to have been on holed an average of 47mins then to be told when i wasnt hung up on that the people i needed to speak to were not open or not there and then was disconected only to have to ring and wait the 45-50mins before speacking them again. I still have not had this issue resolved. All i want is my hanset to be replaced by a Vodafone store so i know it works before i take it home.

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13068 Someone from QLD thinks the report is Love Ms Freeman's comment... at 20 Jan 2011 10:26:37 PM

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13067 Someone from QLD thinks the report is Fantastic Report at 20 Jan 2011 10:18:29 PM
Fantastic report Adam, Vodafone customers owe you a huge pat on the back for fighting the cause.

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13065 Someone from QLD thinks the report is Excellent report! at 20 Jan 2011 10:07:04 PM
Thanks Vodafail, a very good report, let's hope that Vodafone stand up, listen and come to the party.