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
Share Your Pain
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11749 Someone from VIC thinks vodafone is Megafail at 10 Jan 2011 02:33:49 PM
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...?
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...?
10 Jan 2011 02:58:30 PM: iPhone are very bad, there reception is crap on every network ive tried i have a blackberry now with vodafone and its perfect
10 Jan 2011 03:22:05 PM: Vodafone call centre person told me that it is my iPhone's fault because they need too much bandwidth. HOWEVER - 6 months ago and all before that, my service and data speed were perfect! They can't blame the product. And besides that, by selling me a phone on a 24 mth contract they are endorsing it and agreeing to support it, so its just rubbish. It's the network and nothing else.