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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19953 Someone from WA thinks the report is at 10 Nov 2011 05:47:57 PM
Tremendously facing problem with call drop outs during network connection. One of my friends asked me have you been in holiday for last five days?...as he has been trying to reach my mobile since last 5 days. I'm living in Southern River. Mostly I get call drop out/ some time out of network and bad line. I'm frustrated with Vodafail service.

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19524 Someone from WA thinks the report is Vodafone overcharges my internet usage at 26 Sep 2011 11:52:41 AM
I have only been with Vodafone for half-a-year and I already had to deal with their customer service 4-5 times.

The most recent one was they charged me $400 (from the $49/mth plan). Had to go through with them and they mentioned I exceeded my internet plan by 1.8Gb (from 1Gb) plan. I asked them how so? They said I need to disable Data plan everytime on Wi-Fi, WTF?? Do they know the difference between 3G and WiFi? And pretty sure Android OS automatically sends/receives data through WiFi channel instead of 3G channel once the WiFi icon shows up.

And of course I NEVER used up all my quote, i normally use 150-200Mb of data per month and switched to WiFi whenever is possible. But their Customer Service mentions something like this: "If it shows up on our system this is something that you gotta pay regardless", right so if it shows up 10Gb of rogue data in your system, then we would'be charged thousands of $$$? For something we NEVER used in the first place? Thanks Vodafone, you need to get out of your 'socialist' mindset.

And this is another frustration after a few months of network connectivity issues (of course).

Vodafone should get out of this country! I mean it.

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19033 Someone from WA thinks the report is Unknown data roaming at 2 Aug 2011 09:25:49 PM
Can I comPlaint about three network as well? They charged me over $200 for data roaming on my mobile within 7 days just because there is problem with their own network and I am absolutely within their broadband zone!
I didn't use much Internet during hose days either, mostly background software and whatsapp.
I also check the done status quite often to observe and it's icon is always 3G whenever I check.
Please let me know what steps should I take.
8 Aug 2011 09:05:13 PM: You'll have to contact three customer service first and then tell them all the problems you are having. Make a record of when you called them and what they tell you. Also have in mind exactly what you want (sounds like you want to get rid of that $200 charge) and be persistent. If they don't sort it out then you can go to the TIO (details on the how to complain page).


Vodafail.com Moderation Team

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18143 Someone from WA thinks the report is Vodafone sux at 26 May 2011 06:55:11 PM
The sooner I can unlock my phone and change providers the happier I'll be!!

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17741 Someone from WA thinks the report is Call drop outs and 3G coverage issues at 5 May 2011 06:28:50 PM
I have a problem with call drop outs during the network connection transition from one type to another such as 3G to EDGE. Most of the time I get a call drop out and a bad line. Weekly occurrence of up to 40 drop outs mostly in Southern River.

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17576 Someone from WA thinks the report is Vodafone is a vodafail in WA at 29 Apr 2011 11:40:21 PM
Ok, so i have been with Vodafone for about 5 years now, and like most of you, thought it was great until 3 and Vodafone merged.

Then there was the day last year without reception, and last sunday i couldn't send an sms?? who does that?? Sure, if you live over East the reception works without a hitch. But over here, step 45mins outside of Perth, and reception is dodgy. Then if you travel up north you pretty much are without a phone until Geraldton! No wonder people are turning to Telstra. Perth is expanding, and the fact that the outer suburbs are without reception is plain ridiculous!

AND not to mention customer service! I went to put my phone in for repairs LAST year, and i still not heard back from them....so what the.

So thanks for your efforts Vodfone (or lack of) , I think I'm moving onto Telstra.

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15645 Someone from WA thinks the report is Dropout - is it intentional? at 16 Feb 2011 02:18:01 PM
I have been with 3 for a few years, a benefit being I can regularly speak for free to a friend also on 3 in Melbourne. No problems till Vodaphone bought 3. Then, every time, within a few minutes, the call drops out. We realised after a few months of this, that this is probably intentional; Vodaphone want to get rid of those 'freeloaders' on 3. Now we are timing how long it takes for Vodaphone to cut us off; it's so specific a time it can't be co-incidence: has to be the service provider's system. What a bunch of toads.

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15362 Someone from WA thinks the report is Wrong billing and crap connection at 8 Feb 2011 01:23:32 PM
The usual crap that people are getting, from poor signal to no data connection. Some location works great but MAKE SURE YOU DON"T MOVE. Moving may risk dropping your connection to 1 bar. I have to divert my phone to the office everyday and switch it to flight mode as my new phone gets drained of battery when it constantly attempts to search for signal.

To top it off, i was billed excess when i was under my call limit. Furthermore website was down last week when i attempt to check my usage and it is down today when i was confirming my usage cap to my bill

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14576 Someone from WA thinks the report is at 25 Jan 2011 11:37:05 AM
I hate vodafone so much if i try to get in call my mum it doesnt work and im 12 so i need to be able to ring her in case some thing happens and then if i try text my friends it doesnt work nothing works with vodafone thats why im changing to some thing that does work if you feel to the same way i do. change you dont have to stay with vodafone

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14157 Someone from WA thinks the report is Vocative Sales and Marketing at 22 Jan 2011 11:49:09 AM
Recently on twitter, I placed a tweet relating to network coverage problems on a competitor network. Vodafone help tweeted asking if they could be of assistance as if to imply their network was able to mitigate the problems on their competitors. A complete mis-representation that I would compare to false advertising. What's pathetic is they seem more intent to signing up new customers and offering "help" to customers on competitor service providers than their own customers. I left Vodafone years ago after several months of call drop outs (one during every all on average).

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13907 Someone from WA thinks the report is needed at 21 Jan 2011 02:09:49 PM
Good report, hopefully this sends a well needed kick up the backside that will get them to work on the issues quickly.

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13611 Someone from WA thinks the report is vodafone website is so slow at 21 Jan 2011 09:25:25 AM
The Vodafone website is always so slow to load!

Whats up with that?@!#?