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

Share Your Gain


Vodafail.com is no longer accepting complaints.
Over the past 6 months traffic to Vodafail has declined significantly. Therefore we have closed off Vodafail to new complaints. We think you will find more joy in posting on any one of these fine product / brand review sites.

You can also post directly on the Vodafone community forums.

Other People's Gain


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20934 Someone from NSW thinks their gain is Pretty good at 22 Feb 2012 01:39:18 PM
The trick to getting out of a mess is to never get in it.
Have never been with Vodafone.. and couldn't be happier.
I don't even know why I am on this website. But I must thank you for creating it because I'll be avoiding Vodafone like the plague.
One of my mates just got a refund after going to the Ombudsman for Vodafone overcharging him. So it seems their shonky tactics are still there.
They definitely don't want my business!

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20809 Someone from NSW thinks their gain is Very Good at 8 Feb 2012 09:08:28 AM
I've been with Vodafail for over 5 months, and recently after complained to Vodafone about the call drop out and snail speed internet, I got offered 2 months free.
I did take the deal for 1 month, but can stand it to go for another month of misery. So I then complained again to Vodafone, this time was told that network will be fixed and need to wait for another 1.5month, totally UNACCEPTABLE

I then complained to TIO, 4 days later Vodafone Resolution rang up and advise that there are network issues on my area KENSINGTON, and will be fixed by the end of 2012. which is again UNACCEPTABLE, she ends up letting me off from my 24month contract and I get to keep my phone for $150.

Now porting to Telstra. very happy indeed.

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20678 Someone from NSW thinks their gain is Reasonable at 22 Jan 2012 05:24:38 PM
I spent a week in Cairns where I had no reception for the majority of the time. This pushed me over the edge as I have had constant drop outs in Sydney, slow internet connection and low reception where I'm at. My aim from the conversation was to be compensated for the low quality service or I had planned on approaching the ombudsman to end my contract.

After being on the phone for an hour with various vodafone reps and escalating the matter, I was offered a new handset and 50% off my plan for 3 months.

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20311 Someone from NSW thinks their gain is Honest Win"unbeatable" at 13 Dec 2011 08:06:21 PM
Dumped VF, both M/phain & Bad/band ' mobile Internot! Scuse puns.
It was a simple transition from robbery, the daylight type - to
much less robbery, the tolerable type. I think it's "AMAYZINGIM"
My spelling is not as young as it yused 2B, thorry!
The bonus is, that it is the same feces as all of them. However,
the price is a much, much more pleasant aroma!!!
POINT: Tempy on O-PUUP and lost my D/L instantly as this site
M/page loaded! Me think HMmmm...



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20292 Someone from NSW thinks their gain is Happy - Finally at 11 Dec 2011 08:43:51 AM
Re Dudley Tower - Redhead 2290
Ive posted here before about my reception problems.
Ive had my expiry period and data usage topped up, to keep me happy.
Vodafone also sent me a free Mega-Modem even though Im a Pre-paid customer.
I told them they were stuck with me as I had bought a couple of 12 month top ups.
Recently my download speed has been more than adequate.
Line Speed 4.35 MBPS, Download Speed 544KB/s (0.53MB/s).
At the slowest I was only getting less than dial-up speeds.
Now with the new Modem / 850 network all is fine.
So Im Happy.
Thank you Vodafone
26 Dec 2011 02:34:00 PM: I read somewhere that there is a new tower planned for Redhead April 2012
23 Jan 2012 03:50:29 PM: I hope so. Just moved to Caves Beach and if I want 1 bar of service I need to stand outside in the middle of the culdersac.Theyre changing me over to 3 I think. Not easy fully understanding someone whos first language isnt English.

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20216 Someone from NSW thinks their gain is Contract release sweetness at 6 Dec 2011 05:06:32 AM
After a month or so of back and forward with tech support, due to coverage issues they've let us out of our contract (which has about 5 months to go)! They do want the handsets back, which doesn't really bother me, but are letting us out no more to pay.

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20151 Someone from NSW thinks their gain is awesome at 1 Dec 2011 01:30:02 PM
persistance and knowing how to mindfuck... my 16gb iphone 3gs is on the fritz.. so i went into the vodafone store with a plan to mind fuck them.. i twisted every senario the gave me around to make them look and feel bad.. i know its not nice, but shit... i left with a brand new 32gb iphone 4gs, a lower contract with more inclusions, 500 fee from previous contract WAIVED, AND i got to keep my old iphone.. WIN
5 Jan 2012 09:25:24 PM: Your exactly the reason the poor retail staff are over their jobs! Vodafone is still the single biggest telco in the world, with 1 in 4 mobile users using their network. They are spending over 1 billion dollars to upgrade their existing towers and build new ones along the way. Yes, shit definately hit the fan for them, no questions about that, even the poor store staff will tell you things havent been very good at all. The reason the network suffered and in some areas is still suffering, is simply becuase the network upgrade is so massive, they need a little time to complete all affected areas. We must remember, Australia in particular is a hard country to manage network wise, as we have more mobile users here than nearly any other country in regards to population versus users. In short, too many consumers got their hands on 'smart' phones ie iphones, which congest the network more than most devices in a short amount of time. Shit happens, and the network suffered, as it did with optus and telstra (beleive it or not). Network towers are fragile and we cant be expected that conjestion and network issues are taboo, nothing is seamless. Yes, they were at the forefront selling these smart phones around the world, however it wasnt until it was too late to bring the network upgrade forward, is when the network suffered horribly, no questions. We rely on our mobiles and broadband devices so much more these days, infact if we really take a good look at ourselves, we are fairly selfish in our desire to have everything instantly, on cue, its the world we live in i guess, but shit, what on earth would we have done if we lived before our times, none of these utilities were even imaginable. Anyways, im rambling and gone completely off track. In short, dont take it out, or mis-lead (refering to 'awesome' comment above), 'mind fucking' retail staff - that's the lowest thing anyone could do. These people are trying to earn a living, and really at the end of the day, they are representing a global leader, a company in which sponsers and pours money into sports sponsership which most of you would watch, and charities in which most of you would support, without their contribution to society (outside of their day to day telco business), they really do have a good heart and do amazing things, ie though Vodafone Foundation for example. I am writing this blog as a once disgruntled customer now contented customer, as my area has been upgraded and i am receiving more than adequant network service, and i am writing this as someone who has benefited from Vodafone Foundation indirectly through someone i very much love(ed). Life is short, and websites like this, particually the negetive hate blogs are just so depressing to read. I understand people are frustrated, but blogging it simply wont change the situation, nor will potencially suing Vodafone. Try and get out of your contracts if things really are that bad, you have a legal right to that, which i know Vodafone oblige in most cases, or stick with em' and very soon if not already, the calm after this storm will be gone, and everyone will be happy.

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19963 Someone from NSW thinks their gain is Bloody Awesome at 11 Nov 2011 01:15:55 PM
Submitted a TIO complaint, within 3 days my problem was solved by vodafone. Handset and coverage are awesome.

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19879 Someone from NSW thinks their gain is good at 6 Nov 2011 11:48:48 AM
I complained about my poor reception and I said I would want to terminate the contract. Then I got offered 4 months fee waived ($49x4=$196). Plus that they gave me 2 months free when I sign the contract...so I don't have to pay a cent for 6 months... They promised that the reception would improve in Feb 2012, Let's see if it will improve! I guess if it doesn't...then they will need to waive my fee again?

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19869 Someone from NSW thinks their gain is I'm out of my contract! at 4 Nov 2011 07:41:53 PM
After initial contact earlier this year (May) about reception issues and a 1 HOUR fight on the phone today, I have been released from my contract 8 months early and I am neither sending the handset back nor paying ONE CENT for it. Today was the most infuriating hour of my life. It came to the point where I said "If you don't agree to release me from my contract in the next 30 seconds, I will hang up on you and call Fair Trading/Communications ombudsman". The CS representative even offered to 'gift' my contract to a friend, asking for their address so he could check coverage at their house???? WTF????? I give my friends quality gifts, not crappy ones! Are they serious? Anyway, I'm outta there - now just trying to unlock my iPhone and start fresh. Most hellish customer service experience I have EVER had.

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19843 Someone from NSW thinks their gain is Good at 31 Oct 2011 08:42:29 AM
Lots of helpful info - thanks
31 Oct 2011 09:59:58 PM: Glad it helped :)

Vodafail.com Moderation Team

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19784 Someone from NSW thinks their gain is Great result at 25 Oct 2011 10:29:27 AM
I was recently persuaded to move from 3 to Vodafone after two years of great service (I know people have complained about 3 on this site, but my experience with them was faultless), but having made the move, I found that data is unusably slow on 3G with Voda, whereas with 3 it was very quick.

As a result I have successfully negotiated my way back onto 3, and I couln't find a thread explaining how to do this, so I thought I'd share how I painlessly did it (it took me one initial call and about 10 minutes to get the process underway). Please note, this was within 14 days of initially transferring to Voda on a 24 month contract, with an iPhone 4s handset.

How to transfer from Voda back to 3...

1. Call 1555..
2. Say nothing to Lara (Voda's automated system) other than 'disconnect' no matter what question she asks you. Make sure you input your PIN when prompted. You will go straight through to a human!
3. Explain that your data has become unusably slow since moving to Voda and you wish to move back to 3. They will want to troubleshoot it with you or try to get you to speak to tech staff, politely decline, and explain that 3's data speed was impeccable and that the only outcome you will accept is being transerred back to the 3 network (be firm, but be nice!). The operator will put you through to a specialist team who will simply action your request. They put a note on your account stating you will be moving to 3. You then go to a Voda shop and pick up your new 3 SIM (they will see the note on you account).
4. Put new 3 SIM in phone. You will remain connected to Voda until the transfer team call you within 24 hours to confirm transfer. Within 48 hours, your phone will switch over to 3.

The above worked for me faultlessly, but if you need to take things further, having spoken to Voda without success, contact the Telecommunications Industry Ombudsman here... http://www.tio.com.au/

Hope this helps some of you out there.

D.
25 Oct 2011 10:04:27 PM: Thanks for sharing how you did it, that's great for other people to know. Hopefully Vodafone improves before the end of the year though as they are migrating everyone on 3 over to the Vodafone network. Currently the 3 network switches between 3 and telstra towers, at the end of the year (I think) that will change to Vodafone.

Vodafail.com Moderation Team
3 Jan 2012 05:46:50 PM: Any more news as to when the 3 network will no longer roam on the Telstra network?

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19780 Someone from NSW thinks their gain is fail again at 24 Oct 2011 04:17:43 PM
I've just called vodafone customer care as i am not able to call overseas. apparently my call went to vodafone customer call center in India, and the employee apologised for the problem and said there is nothing else they can do at this stage. what a service!

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19645 Someone from NSW thinks their gain is a great result at 10 Oct 2011 10:20:40 PM
I got into quite a pickle with a 3 -> Vodafail transition & lack of service, but thanks to this site I managed to get out of the contract which still had the best part of 22 months to run!
Vodafail.com - thank you so much, you've saved me 2 years of hardship that was making me feel physically sick - if I could buy you a beer I would :)
10 Oct 2011 10:22:23 PM: oh, I should mention I had to escalate the matter to the TIO, but thanks to the guidance here my complaint was spot-on, almost clinical & Vodafail had no choice but to yield
11 Oct 2011 05:40:11 PM: Hi,

Can you share what you said to get your result?

A
12 Oct 2011 09:04:43 AM: happy to, but it's a lengthy set of emails inappropriate to dump everything here ... but in a nut shell;
- I was promised (by 3) the Vodafail network was far superior to the 3 network when I was forced across with the upgrade
- turned out the actual experience was it fell way short of that, the truth is, I didn't want or need it to be better, I just needed it to be as good & it wasn't
- so I gave them the broken record, "you promised a service that's not being delivered - I want out from my contract"
- I got a total of five responses (three in writing) from Vodafail (& one non-response) saying "no, we can't release you from your contract" so I took the matter to the TIO
- gave them all the incident numbers I'd logged (both verbal & written) & had a response from Vodafail within days saying I could get out in 3 months if I still wasn't happy with it - this still wasn't quite the outcome I was looking for after being dicked around for so long so I pressed the point once and the next response came back with the magic words "I'll release you from your contract now" which I accepted

I think the important keys for me were;
1. having most of my complaints to Vodafail (& their responses)in writing
2. I maintained a log over two months of every incident I had using the phone, I even used a screen capture app on the phone to take screen dumps of all the "unable to connect to the network" error messages
3. being very clear about exactly what my issue was & sticking with it - while not clouding the issues by complaining about their substandard customer service etc

If you want more detail I'm happy to share it - (I hope this is ok with the site owners) but u can email me at mick_at_gpcricket.com.au & I'll send u the lot
15 Oct 2011 07:32:55 PM: Thanks for letting everyone know and sharing the details. We're really glad this site helped, sometimes it takes a bit of persistence to get out of the contract but the stories and complaints here show that it can be done.

Thanks for the offer, you can hold on to the beer for yourself (now that you aren't on hold for Vodafone - pun intended!).

Vodafail.com Moderation Team
18 Oct 2011 12:03:34 PM:
Very concise. I'm on the phone with 3 at the moment...

Thanks again!

A

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19444 Someone from NSW thinks their gain is $150 at 16 Sep 2011 01:01:58 PM
See my notes from 25//5/2011. VF didn't apply the 50% discount to the next two months so I didn't pay the bills. When the bill was $220 or so I called up and complained about reception, sms etc. Total 3 hours on hold and 3 calls. Escalated to team coach then team leader. Lodged a complaint with TIO online requesting disconnection and keeping the handset, no fees etc. VF called back and offered $150 credit. So far I have paid $15 in 6 months and received $350 in credits so the squeaky wheel certainly got the oil in this case.
16 Sep 2011 01:10:48 PM: PS the department to speak to is cancellations/retentions - they are open 8am to 8pm so you do need to call within those times. They do try and wind you up a bit by sniggering, sounding amused etc, and on my calls they kept saying "Frankly" as in "Frankly sir, we don't see how we can give you a credit, because Frankly we have already paid out the limit for your profile based on your spending".
16 Sep 2011 01:33:14 PM: PPS I did have a bar placed on the phone for about 3 days until I got the credit sorted.

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19382 Someone from NSW thinks their gain is Perfect! at 7 Sep 2011 04:03:17 PM
Walked into store with phone that had been barred for some reason, couldn't make calls, pissed as all hell, spoke to a surprisingly helpful & polite staff member who walked me through every single part of my contract, my bill and explained what happened. turned out when I started my contract online I spelt my own email address wrong and never got any bill to pay. 3 months with no bill pay, service was cancelled. #myfail. Staff were really understanding though, I thought they'd be hard to deal with, especially with all this press. But I've got to say, they were very professional.

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19288 Someone from NSW thinks their gain is Poor Coverage in DOLLS POINT (RUSSELL AVE) at 28 Aug 2011 12:49:33 PM
Frustrations with all the providers Broadband as well is next to useless here.

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19287 Someone from NSW thinks their gain is bad at 28 Aug 2011 12:40:33 PM
went to another provider

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19263 Someone from NSW thinks their gain is Excellent at 25 Aug 2011 12:00:32 PM
I had a 'Vodafail' USB internet dongle that worked perfectly in the country but
would not work in the Northern Beaches because of the overloaded network. They knew this and would do nothing....well except keep taking my money. I got out of my contract by threatening to join the class action against them and send a web link of this site to everyone I know.
They claimed to have cancelled my contract but I then kept getting a credit notes with 31 cents on it. Obviously they did not close my account because they did not want yet another dropped customer to show on their books. Eventually they stopped sending me invoices/credits and told me that my account was totally closed. 6 months later they started calling me with service offers. When I asked why they were calling me one guys said "because you are a customer of ours aren't you"! Obviously they lied about totally closing my account again.
The top management of this company should be put in jail for theft.

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19200 Someone from NSW thinks their gain is poor at 18 Aug 2011 11:41:34 PM
i am a recent ex employee of vodafone. without going into details of how terribly unfair i was treated during this process i just wanted to let anyone reading this know that their are ways to work around the system, sometimes it just takes an insiders know how information.
as of about a 2 months ago vodafone introduced a new policy which allows managers and assistant mangers to issue credit onto contracts for disgruntled customers IN STORE, ON THE SPOT. not many people are aware that as of right now you can walk into a vodafone store and state they are not meeting their end of the contract (supplying customers with reliable service) therefore you do not have to meet yours (paying your bill). customers who said this line to my manager in store usually got their last months bill amount credited to their account. in other words the next month was usually free when people said this.

sometimes the manager would say they cant do anything for them blah blah im sure you have all heard it before however im telling you right now they are lying. i have seen it with my own eyes. more often than not customers who were aware that the manager had authority to credit the account got what they wanted. so some tips for you all
1. walk into store and state that service has been terrible - slow speeds and drop outs work best because it cant be proved wrong using coverage checker. the staff member who served you will usually get coverage checker up so say you travel around through multiple post codes. that way they cant blame outages. your word against theres.
2. if your declined keep going back in and make sure you state you are aware the manager can give you a FPR
3. if they still decline you credit try another store. in the end its the managers decision to credit so keep going until you find someone dumb enough to do it ( my manager certainly was)
4.repeat as many times as you can. continuation of this process can often lead to cancellation fees being waived because head office get sick of crediting people accounts.

boom. goodluck guys. stick it to the pricks.
22 Aug 2011 05:54:49 PM: YAY for FPR
9 Oct 2011 12:31:57 AM: i think you are talking about Core Stores, Mate.
Voda Employee myself.

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19180 Someone from NSW thinks their gain is Very Happy at 18 Aug 2011 12:42:20 PM
Usual story with no signal, call dropouts, phone more useful as a paperweight - you know the experience! I got out of my contract with 16 months left at a cost of $100 instead of $861 and kept my handset (iphone 4) and number. Am now with Telstra on a $49 cap (vs $79 with vodafail for almost same data/calls) with their BYO freedom contract.
I first emailed V customer services, received BOT response with links to cost of terminating contract.
I then replied with Attention Cormac Hodgkinson (Manager customer Services and Experience) in the subject line with a copy of the first emailand an intro describing how the BOT response was inflammatory! No response, so after another 72 hours I emailed again - attention Cormac etc, keeping the trail of correspondence, and heavily used the words 'unacceptable', 'no service as promised', 'untenable', "can't do my work", "single woman alone on dark road" etc and the magic words - "will seek assistance from the telecommunications ombudsman". Response with 48 hours and offer of minimal early contract termination fee, cancel last invoice, keep handset and number and apologies.
that, I call a result.

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19127 Someone from NSW thinks their gain is Awesome. Contract cancelled 12 months early at 11 Aug 2011 07:57:51 PM
Contacted them through their blog first and saw tha others were complaining of the same thing (HTC legend useless after the new froyo update). After only one or two phone calls and referring to their blog and also getting a new phone replaced, they cancelled my contract for me 12 months early with no costs. I asked if I could now change providers and they said yes. Have been with them for many years.

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19058 Someone from NSW thinks their gain is A divorce with my Husband at 4 Aug 2011 11:24:17 AM
I cancelled the invisible service

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18922 Someone from NSW thinks their gain is Felt sooo good at 25 Jul 2011 03:54:57 PM
They deserve every bad press they get! Hassle getting out of a contract, got transferred five times to speak to every department for at least 2 hours altogether to find out that they needed to conduct an network investigation on my area before anything could happen... I said they better report back to me within 5-7 working days or I will contact the TIO. they complied but only to tell me my area frequency was fine... Seriously?! You would I put my time and effort into complaining if everything was fine? Just rubbish.

Called them again after billing error and was so fed up I asked to e transferee to the cancellation department. This time call logs and errors were evident and based on that I was let go. This time it was quick and easy.

My advice is that if they don't comply then threat them with the TIO and if they reject the first time, call again.

Have to hand back t handset but oh well, never paid for it anyway! And as for the network. Absolute rubbish. Never will go back and warning everyone the troubles I had to go through.

Was asked for satisfaction ratings... I said and i quote "I hate Lara!" lol

Looking into better plans and deals as of right now.

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18912 Someone from NSW thinks their gain is Complete Fail at 25 Jul 2011 10:23:36 AM

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18620 Someone from NSW thinks their gain is at 4 Jul 2011 12:09:23 PM

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18573 Someone from NSW thinks their gain is Very good at 30 Jun 2011 07:41:58 AM
Hi - I shared my mobile internet problem on this website on 26/05/2011 - issue number 18138. Well thanks to the advice of Adam Brimo, the Moderator of Vodafail.com, I reported my issue to the TIO on their website and was issued reference number 11/184304. The TIO contacted Vodafone and on Tuesday 28/06/2011 at 10:54 AM, I got a call from (Personal Details Removed) of Vodafone Resolutions, tel 1300 365 506, who said that I've been released from my contract and am just connected on a month-to-month basis. I feel that Vodafone staff aren't backed up by their management and investment in their backend infrastructure hasn't kept up with their new customer subscriptions. As such, I feel somewhat sorry for Vodafone Australia staff. I wonder if I should have asked for the verbal advice in writing. Could someone please let me know by dropping me an e-mail. My e-mail address is: (Personal Details Removed)
1 Jul 2011 09:43:18 PM: Hi, No worries, I'm really glad you were able to get out of your contract and move to a month-month arrangement.

We've had to remove your contact details for privacy reasons. However you are welcome to contact us at someone@vodafail.com or anyone is welcome to post anonymously on this site. In the report we published in January this year, we did find that there wasn't a great deal of support for the front line customer service staff. Hopefully the situation is improving but it's impossible for me to know as an outsider.

If anyone has more information on the level of support staff are receiving they are welcome to post it here.

Vodafail.com Moderation Team

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18509 Someone from NSW thinks their gain is free no obligation boardband wireless modem at 23 Jun 2011 04:01:17 PM
17 Jan 2012 11:17:32 AM: I have one of these.

Standard software that comes preloaded is a version 10.2... which I have just spent 10 hours with VF tech support finding out is NOT compatible with Windows 7.
17 Feb 2012 10:31:21 AM: We have just spent nearly 2 weeks trying to get this to work, including numnerous calls to the support desk, and no-one has mentioned this incompatability to us. IS there later version of the software?
10 Mar 2012 05:07:18 PM: I also cannot get my vodaphone, latest software from vodaphone site, to run on windows 7, though I can connect to the net manaully with no problems. Have spent hours on phone with help line trying to get this softwar to work and was advised to download latest, they did not even ask what my current version was. It was the latest already so I wasted download time/allowance for nothing. BUT re the not compatible with Windows 7 issue, my with is running a brand new lap top, with Windows 7, and her vodaphone panel software installed and is running fine. I am totally stumped and suggest any glib comments from any service personnel to say that it is not compatible, this is clearly not true, and I wish to goodnes someone could find the real reason as I am at the point of pulling the plug.

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18215 Someone from NSW thinks their gain is 3 months free of charges at 31 May 2011 02:24:37 PM
Just complained and complained and complained. It took a while but I got it in the end. I also explained to them then their recent 'free text Sunday'- which they claimed was compensation for the failure of their network on Easter Sunday- was not compensation because I got no benefit out of it and if they kept calling it compensation, then they were being misleading and deceptive.

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18161 Someone from NSW thinks their gain is Simply the best at 27 May 2011 06:47:58 PM
It only took seven days to convince Voda that I was serious about moving to another service provider, yep, seven. They even told the new service provider that I was also trying to go somewhere else - not true. But its over now, and they will never get my business again.

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18127 Someone from NSW thinks their gain is Adequate/Good at 25 May 2011 05:14:36 PM
Initially I had issues with upgrading my prepaid to an iPhone contract 6 months ago - told 1-2 weeks, took 3 1/2 and got sent to the wrong address (despite me confirming it about 300 times with customer service beforehand). I made a written complaint but didn't follow it up much.

I had a few reception issues the last month but nothing too major to be honest, however decided I could cash in as others have been getting credits etc. Called on Sunday and spoke to Mumbai. Called again on Wednesday and spoke to upgrades, who transferred me without hearing me out. This fired me up for dealing with the next department. Spoke to accounts, who wanted to put me through to technical. I refused as I knew they would just want me to turn the phone on and off, try calling from outside or whatever. Took some persuading but she eventually transferred me to "Retentions". After telling my tale of woe she had the gall to try and upgrade me to another plan (!). I politely declined and said I wanted my current balance ($250) wiped and a few months free or I was joining the class action and switching to optus. She again tried to switch me to the other plan but I repeated my request. She countered with either an $83 credit and 6 months at 50% OR the washer dryer combo (just kidding) which was a $200 credit. I asked for the $200 credit and 3 months at 50%, we settled at a $200 credit and 2 months at 50%. This works out at $250 credit, which I'm happy with.

As I said my reception issues have been average (drop outs occasionally) but I live in the Sydney CBD so my reception is usually pretty good. I think the $250 covers my upgrade saga nicely although of course I'd of preferred to have just had what vodafone promised - good reception, good customer service and an iPhone in about 1-2 weeks.
25 May 2011 05:43:44 PM: Further to the above.. if Vodafail will cough up $250 with the minimum prompting I gave (about 25 minutes on the phone and a few idle threats to leave) then a concerted complaint should yield even more. I think if I'd complained a few times the previous week and really stuck to my guns I could of got the whole thing wiped and a few months free... anyway not interested in stooping to their level.

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18005 Someone from NSW thinks their gain is Contract has been terminated at 17 May 2011 12:07:17 PM
Numerous complaints to the Voda phone 1300 number and a detailed log of call drop outs , 3G drop outs etc . After approx 3 calls over 3 or 4 months and a nuber of " we will give you 3 months free access etc " i escalated the complaint to the TIO as there was no resolution . after approx 10 days vodaphone contacted me after the TIO had contacted them and advised that i would be let out of my contract with the only thing i need to do is send my phone back which is fine as it is locked into the vodaphone network anyway

I must say if you follow the right path and remember that the customer service guys are only doin there job and not take your frustrations out on them you will find this alot easier to do .

In summary i connected to a 24hour $ 59 plan amonth on the 26th of December 2010 & have been let out on the 12/5/2011 . Not too bad overall

if you have any questions or want more details email me on (PERSONAL DETAILS REMOVED) and ill see if i can help you out

thanks

10 Jun 2011 07:35:00 PM: pretty sure this dude ^^ works for vodafone

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17999 Someone from NSW thinks their gain is Great at 17 May 2011 07:56:46 AM
My girlfriend and I were with vodafail from august 2009 to may 2011, a few months shy of the 24 month contracts we signed up for. We'd experienced the same as pretty much everyone else out there; Poor coverage, slow or no data, low call quality. It wasn't until I lost my phone (can't blame them for that) and tried to get an iPhone to replace it I was prepared to put up with it.
During a long weekend trip to melbourne we suffered the SMS failure along with the usual poor coverage along basically the whole freeway from sydney to melbourne. We missed out on some of melbourne's premium sms services like tram info etc because of vodafone. I lost my phone on the way back.
It was quick and easy enough to get my phone barred without long wait times or anything, only complaint is the low audio quality and poor communication skills dealing with international call centres but it got done.
Later, I called to see about getting an Iphone on a payment plan without extending my contract (be damned if I'd sign up for another 24 months), I was told on the phone I could pay off the phone over 6 months on top of the cost of my contract and I could go to a vodafone dealer, get a phone and it was that easy.
It wasn't.
I lost my lunchbreak x1.5 waiting for frendy the sales consultant instore who had rubbish communication skills (not just poor english) to communicate with someone in an international call centre also with rubbish communication skills. I had to wait because both of them had no idea what I was on about with the new phone without extending the contract deal. In the end, they said I couldn't even though someone else just an hour before said I could. The only way to get a new phone (which I needed quickly) was to pay outright for the phone. On top of that, they charged a 2.5% surcharge to use my credit card (this adds up on a $900) phone!
So when I had my new outright phone and I went to activate the sim, frendy said it will be done instantly, someone on the phone said it will take an hour MAX, it took four and a half hours.
With my new phone I was back in business constantly receiving dropouts etc and was at breaking point. I was on the vodafone infinite plan but what is the point if I can't enjoy let alone make calls, can't access data and can't be sure if my messages are getting through?
So how did I get out?
Basically I:
Recounted my story to vodafone as plainly and formally as possible with no embellishements
Stated the reasons why they had failed me as a provider; poor service; not delivering what I was paying for etc.
Asked for what I wanted: to get out of my contract no penalty.
Since I had a series of issues, I sent each issue in a separate email for what I felt would be maximum effect.
3 days later, the good news came. I was off vodafone! I was also sent a final invoice for the month outstanding but I won't be paying that it a hurry, I'll make them chase it a bit, let them see what its like to be on the pursuing end of a conflict. Its funny to think of how a corporation will chase that $50 even if it costs them $500 to pursue it.
My Girlfriend followed suit in a similar fashion and was also let off her contract. She is now on Optus, I am on Telstra. Her reception is a bit better, mine is the best I've ever had. I'm not recommending Telstra because I've heard bad things about them but for now it works and all is well.
Props to Vodafail.com for existing, it was my inspiration to complain my way out of my contract!
18 May 2011 12:02:12 PM: Congratulations on being persistent and honest about your problems, it's great your and your girlfriend are now able to enjoy better mobile service.

Vodafail.com Moderation Team
29 May 2011 02:06:08 PM: Great story... well done.
4 Jun 2011 10:35:58 PM: i hope you get a horrible credit rating and then feel the need to come into one of our stores then we will laugh at you hahahahaha
10 Jun 2011 11:03:06 AM: @ 17 May - good on you mate, happy for you and your gf. You've done the right thing getting out of vodafone, cant wait till my own contract with them is over! ...
@ 4 Jun - what a hater! thats just an evil thing to say to someone who's gone through so much krap. What goes around comes around my friend... so don't be laughing too hard - cos you won't be laughing if karma comes knocking on your door!
16 Jun 2011 11:55:36 PM: @ 5 Jun 2011 12:35:58 AM: Mate, you are a right knob.
27 Oct 2011 08:12:49 PM: Fail to anyone involved with this website

MORONS everywhere


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17985 Someone from NSW thinks their gain is Good at 16 May 2011 04:29:39 PM
After only being in my contract for 7 months, I escalated my problem through their call centre in India, and it was worth about a week of calling them, that they struck me a deal of $35/month, unlimited everything, when originally my plan was $90, they promised that the network will get better in 3 months, so i was being optimistic about their message.

However 3 months later, nothing has changed, its still vodafail.... cant get 3g, calls drop out, over the easter weekend could not send messages, I lodged a complaint with the TIO and 3 days later i get a msg from vodafail saying im able to port out.

I paid out the 16g iphone for $544, and ported my number to boost prepaid $40/month, unlimited txt/calls, and 3 gig data

its like night and day going to optus.... i can actually speak in peace for once, and get 3g coverage!....

vodafail up my **s.... broken promises and a company spiralling out of control with its tarnished image


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17701 Someone from NSW thinks their gain is FAIL FAIL FAIL at 5 May 2011 10:19:13 AM
I still pay more than 40 dollars a month for my Mobile modem (6Gb usage per month) when Vodafone now offer the same for 29 dollars.
Vodafone doesn't offer retrospective adjustment. This is unfair because I need to wait till the end of the 24 months in order to change.
9 May 2011 02:21:07 PM: no you dont mate its called a rate plan change and you keep your same contract completion date....either call up or go in and see them and they'll change you to the newest one, i did it.

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17676 Someone from NSW thinks their gain is Best result at 4 May 2011 03:30:01 PM
So if you want to get out of a 24 month contract, bill free and ditch the handset: This is how!

Set 1: Have your details good to go. This is going to cut down the ammount of time on the phone. Know your facts, know what you want to achieve.
I wanted out. After recieving my new C3 Touch and Type on a $19 cap, I was completely unsatisfied. They didn't give me SIM information (SUCH AS A PHONE NUMBER!), incorrect billing period (10 days billed before I recieved the hanset!), poor service from the start (Easter weekend) and false promises in coverage.

Step 2: Call the hotline. Ask for cancelations. They will ask you multiple questions before putting you through, refuse. Getting through to cancelations you have to realise they will lie to you. They will do anything to keep you on that contract. Straight out ask to cancel, even if you don't want to actually cancel. (best discounts for a large scale loss!) They will say there are no cancelations and they will offer to switch your plan, stay strong! After offers of 20 different plans, a month of free useage and being told to shut up and listen, I asked for a manager. After 20 mintues on hold, the same lady came back on the phone and said she had spoken to her manager and I could get 4 months free. I gave up, hung up. This 4 months free is your "buffer period", this is so you don't have to pay as you try to get out.

Step 3: If you find yourself unable to get step 2, when on the phone use the following:
"Is this call being recorded?"
"Yes."
"Good, make sure it is and put me through to a manager."
That's what I did after being abused.

Step 4:
E-mail. E-mail the customer services. From expirence, they are a lot better. At this point I obviously had a alot to work with. All my issues along with a case of abuse and poor service. I had no problems from this point after writing a large essay of all my issuse. Took about a week back-and-forth e-mailing. I am now being sent a returns package, and can port to any carrier.

BONUS:
If you're having problems, it probably because you don't have anything to fight about, or you're not wording yourself properly. This is a list of some good'uns.

Products/services being sold not being of merchantable quality, services being sold under false pretences.
No reception, message delay.

And as previously posted, If they still refuse:
If you decline my request I need you to understand that I am filing a complaint with the Telecommunications Industry Ombudsman.
I will need your contact details and have you send me your response in writing for the purposes of the complaint, and as evidence in the PiperAlderman class action that I am joining.

And if they don't agree, follow through with it. Get TIO to help you out.
13 May 2011 05:48:52 PM: (OP HERE)
Return satchel arrrived today (they were in no rush! -rollseyes-)
Ported to amaysim, almost without a hitch. So even after I was free Vodafone was giving me trouble! Finally out and it feels rather nice.
Just a small plug. Amaysim (running off Optus Network) gives me 4 bars where I'd have 0 on Vodafone. If your not a frequent phone user and those $50 = $200 caps won't help you, go to amaysim. 15 cent per min, no flagfall. 12 cent text. 4 cent data per MB. Rather than Vodafone's $1 calls, 25c texts and $2 MB

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17648 Someone from NSW thinks their gain is Pretty Good at 3 May 2011 05:58:12 PM
I'm two months from the end of my contract with vodafone. I've been mad keen to port out but unwilling to pay out the contract. I decided to call Vodafone to see if they would waive the exit fee. They said they would, but offered me the remainder of my contract (2 months) for free if I stay with them until they finish upgrades in my area. After which if I am still unsatisfied, I can leave at the end of my contract as per usual without penalty.

While I'm not happy with all the stuff ups, I believe they are making a bug effort make things right where they can. All it takes it to ring up and ask your questions in a civil and polite manor. Be realistic with your expectations and work with them. I probably will still port out to Telstra in 2 months, but I really appreciate the effort they made to make things right. It gives me hope that they will pull themselves out of the hole they are in now. If this happens, I might even go back to them when I crack it with Telstra in 2 years time :-),
4 May 2011 04:04:42 PM: Totally agree. I have left, but my final experience and them agreeing to things that I did not expect, will result in me at least considering them in the future (and coming back to this site to see if the issues remain).

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17641 Someone from NSW thinks their gain is Brilliant at 3 May 2011 08:25:00 AM
I used the info people put on here to cancel my contract, no cancellation fee but I have to send my phone back. No problem with me because the thing was glitchy anyway!

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17573 Someone from NSW thinks their gain is $100 refund at 29 Apr 2011 10:34:04 PM
On Vodaphone prepay I found they were billing me for premium texts not requested not received & alleged supplier provided written evidence that they sent no text. Vodaphone refused to reverse charges or admit billing or network issues despite evidence kept on hold as a deliberate ploy for hours so took to ombudsman - result instant refund - they have billing issues with premium rate texts on pre pay gather evidence use ombudsman service don't waste your time with VPhone cust service give them 1 courtesy if they don't sort your problems go straight to ombudsman as Vphone cust service they are trained to fob you off in the hope you give up

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17533 Someone from NSW thinks their gain is Good at 28 Apr 2011 05:57:43 PM
Called them up regarding similar issue (Dropped calls, zero reception) they admitted there were coverage issue in the area's neighbouring my suburbs and that it could be effecting me however because it was not my direct are they could give me 50% off the next three months. I told them it was directly effecting and that the offer was unsatisfactory, she went to talk to her manager and same back and said i could have the next three months waived.

Considering i have 5 months left im fairly happy and will wait untill the end before i port out.

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17532 Someone from NSW thinks their gain is A Sad Day in a lot of Ways at 28 Apr 2011 05:45:27 PM
After complaining to the TIO, I received a message from Vodafone after only 1 and a half working days to say I was free to port my number from today. I was toward the end of a 2 year contract in any case, but I ran out of patience waiting for it to end, and wanted to send a message to Vodafone management in my own small way about the poor quality of the Network in Sydney. I went on Holidays to Brisbane and it was like having a new phone, compared to Sydney and Melbourne coverage. You QLD people should try living here, then you would have something to complain about.

I want to thank the many Vodafone staff, even those in OS call centers, who have worked hard in what for many of them must be a very difficult time. After 10 years as a Vodafone customer, I was actually sad to leave like this, signing with Teltsra soon after receiving the free to go message. The bureaucracy of Telstra was why I left them in the first place, and in that regard it looks like not a lot has changed, but at least I don't have to go outside to the street to use my mobile phone anymore. I can work through my house and just drop to 3 out of 4 bars, rather than Vodafone's 1 to 2 bars on the road outside and nothing in the house.

I have personally worked for an American multinational that left us having to deal with upset customers as the business crumbled due to the local Australian managers chasing short term sales targets over delivering a quality service at the expense of it's customers, it's staff, any long term goals and ultimately the company itself as that part of the business failed as our customers quit there contracts in droves, whilst apologising to us and saying it wasn't anything personal.

People like Jason and others working for Vodafone, who has responded to comments I have made on the web, I have a lot of respect for. Even today as I had to get a account number from a Vodafone store, in order to port my number the staff where very helpful, though they where still signing a person up to this network, though it was only 1 person, where you could barely move in the Telstra shop due to the number of customers that where there this afternoon.

So thanks to the staff at Vodafone, and I truly hope things do improve for you and your customers, but in getting rid of your management, where this debacle was caused by the previous management or the current, or both, I feel like I just kicked one of my mates out of the house who had of late been eating all my food, drinking all my beer and not doing anything for me in return. I will see in 2 years time, when my new contract expires if that old mate has learnt his lessons and improved his behavior, or if he just proves to me how justified I was to give him the boot.

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17124 Someone from NSW thinks their gain is very at 25 Apr 2011 09:14:53 PM
sent them a email.
they let me out of my contract no questions asked and were genuinely kind about it.

originally coverage maps showed my area as fine, but the updated ones show no indoor reception.

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17098 Someone from NSW thinks their gain is Waived bill for the remainder of my contract at 25 Apr 2011 12:25:51 PM
I called up Vodafone and made a complaint about the consistently sub-standard Internet coverage and about yesterday's little SMS mishap. I was extremely polite and courteous and explained to them that I found it unacceptable to be paying $70 a month for a crippled service. They understood completely and offered to waive my bill for the last 3 months of my contract. After that, I'll be porting out to Telstra, since their network is really good. Just be courteous to them and they'll help you out. Rudeness does not help, I find, since it's not Customer Care's fault that the infrastructure design is so awful.

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17094 Someone from NSW thinks their gain is As expected at 25 Apr 2011 12:04:25 PM
I've had Vodafone for 13 years and also an Optus work hone for 4 years. Generally people get rid of their own phone once they get a work phone... but actually you cant do that with Optus, you need another phone to ensure you always have coverage.

I honestly cannot understand why people are winging about coverage? 'Coverage' has always been fine, on either a Nokia or non Apple smartphone, in most places all over the country. Admittedly there are a couple of dead spots around the places i travel but you could not say that Optus is better than Vodafone.

This leads me to believe one thing... Australians are being brought up a breed of WINGERS!

I hear this website started over a dude who had bad service within 6 weeks of joining? What the hell! You guys need to toughen the hell up, or just shut your mouths and move to Telstra, you'll pay the price!
25 Apr 2011 12:22:02 PM: Well how about you fix up your grammar and spelling issues for a start (for example, it's "whinger" not "winger")? Next up, we'll consider your argument. If a person signs a 24-month contract to pay a company a certain amount of money in exchange for a particular service, it is their irrevocable right to expect that service to WORK. Unfortunately, this has not been the case with Vodafone.

Coverage has not been fine. I constantly encounter dead zones in Internet connectivity. Calls have been dropping out with annoying regularity. Yesterday, I was unable to send a damn text to a friend. This is a service I pay $69 per month for. I have every right to "whinge" if I am not getting my money's worth.

You should consider taking the medicine of your own prescription, shutting your mouth and staying with Vodafone if you are so happy with it! I was happy until 6 months ago and I haven't been going around telling people to "toughen the hell up". What is that supposed to mean anyway?

Go have a winge, buddy.
26 Apr 2011 05:20:42 PM: at 25 Apr 2011 12:22:02 PM - How about u go harden the fk up and stop being so cheap and go join telstra if ur not happy with vodafone. Call the TIO stay on hold with them for 40mins then wait 2 weeks to get ur contract canceled and STOP BEING SUCH A CHEAP ASS AND PAY UR EXPENSIVE BILLS AT TELSTRA!
26 Apr 2011 07:02:05 PM: Oh I was wondering why I wa being called a winger.... Shut up yourself, I'm in a suburb - not in the middle of no where. I expect service !!!
27 Apr 2011 07:44:41 PM: I Fully Support this guy's opinion on Vodafone. And to some people buddy vodafone is great and by the way (This is to the person who made the first reply), winger isnt in the dictionary, so therefore there is no correct way of spelling it :). So why don't you just SHUT THE F*** UP and yeah, TOUGHEN THE HELL UP.
29 Jun 2011 11:18:34 AM: You are simply put, a retard. The word "whinge" is a word. There may not be an official meaning for "whinger" due to it being slang, but you do not go spelling it any way you want because of that. Before you criticise someone for notifying another they are wrong, I suggest you grow a brain first.

To some people vodafail is great you say? Well for some people it is NOT. So in your opinion they do not have the right to complain because you have no issues with them!?!? Grow a brain and keep your idiotic opinions to yourself.

Also, Telstra, expensive? Unlimited texts and $550 worth of calls and a few gig data with FULL reception for $59 a month is great. But if you think that is expensive, then have you ever heard of "quality over quantity?" Because that's why they're so good with reception, the extra cost you claim they have, is obviously put to good use!

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17026 Someone from NSW thinks their gain is Free contract cancellation with only handset residual to pay at 24 Apr 2011 07:59:23 PM
Made the original service complaint, went through all of the painful process. Spoke to MANY tech / sales team members being polite & courteous the whole time.
Refused their offers of 1/2 price etc...(even at 1/2 price the service is inadequate) made complaint to TIO with the stipulation that the only resolution I would accept was contract cancellation. For free. Received my get out of jail free SMS and ported my number to Telstra. Much happier.

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16853 Someone from NSW thinks their gain is Good at 19 Apr 2011 06:34:41 PM
I just got in-principle agreement to be released from my contracts with Vodafone and feel so relieved that I don't have to put up with the poor products and service for any longer...yet still frustrated as hell that I am paying for a product which simply doesn't work and has caused me soooo much inconvenience and grey hairs.

While this site is great, I would like to do more to stop others getting caught in the Vodafone net. We need something more tangible....a nationwide-sticker campaign...advertisements in newspapers, social media, viral videos...maybe all of the above. There is so much anger out there and if we can harness it then we have awesome power. I myself would happily put up a couple of hundred dollars of my own money just to know that I had stopped half a dozen other customers being sucked into this whole sham company.

Email me if you have ideas on how we could do this, or want to help such a campaign.

vodafone.bad@gmail.com

Rate this post highly if you agree with the idea, so that it will have greater exposure.

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16815 Someone from NSW thinks their gain is Good at 16 Apr 2011 04:52:25 PM
Went through the complaints process (writing to them, the TIO, etc.) and finally I am free, after nearly six months of awful service both on my phone and with my USB mobile. Still mad that they caused me so much frustration and time wasted and that they are actually allowed to market a product which is really only a shadow of what they present it to be.

Since they are allowed to operate so shabbily, the best possible thing would be that everyone who is unhappy with them cancels their contract so that the cash flow dries up and this horrid company goes down the tube!

If you are unhappy with Vodafone, don't get mad, get even, and break your contract. It's not hard, you just have to be slightly methodical and work through the process.

Go for it!

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16808 Someone from NSW thinks their gain is $45 for unlimited calls:>) at 15 Apr 2011 09:17:59 PM
I wasn't really in a mess, got me a unlocked HTC Legend for $340 and went on The Month - Month $45 Infinite plan ( No Contract ) As far as I can see, TPG is the only other Telco with no contract, rates are good, but not unlimited?
Vodafone might have stuffed up, but what is this Bash Vodafone site about?
If you don't like cheap rates, go to Telstra and or Optus on a 24 month contract,
If your not happy with Vodafone? go to a diffferent Telco!
John
21 Apr 2011 09:33:28 AM: I agree, most of people here got too much time on their hands, every telco has issues, it is just that voda got publicity, customer service might be poor but network is a network.

If you live in area with crap coverage, give up or try Telstra and pay more... simple, or even better check what coverage is like before getting into contract, its not same everywhere, depends on your geography and if you are lucky enough to have telco sites close by.. driving this telco out of business will only give power to Telstra to jack up the prices... so you then left with no choice then but to pay premium prices
25 Apr 2011 12:19:06 PM: Could not agree more.
Unfortunately most of the people compaining on this site are probably newer customers who just wanted a frickin iphone so they thought they were cool so went out and just impulsed planned one on Vodafone. Now they regret it they are taking their loser anger out on someone else!

I have Optus and Vodafone. Optus has more service issues than Vodafone, like no data available etc. They dont make their issues known publically, at least Vodafone tell you.

Toughen up princesses!

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16805 Someone from NSW thinks their gain is Mind blowing! at 15 Apr 2011 08:17:07 PM
I rang them up and told them to give me a gobby for all the trauma they caused me, and the customer service operator caught the next plane from sri lanka to my place, and actually gave me a gobby! Stoked!
16 May 2011 11:58:37 AM: What if I am an optus customer, can I call vodafone and still get gobbies?

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16803 Someone from NSW thinks their gain is I ESCAPED!!!! at 15 Apr 2011 04:12:57 PM
STEP BY STEP GUIDE TO HOW I CANCELLED MY VODAFAIL CONTRACT

My Outcome:
I was 7months into a 24month IPhone $69/month Postpaid Contract.
After learning from other people's experiences I was able to cancel my contract immediately against great odds, and only pay out the remaining handset cost (not the unused service fee).

Conventional wisdom is you can't get out of a mobile contract, and they clearly have a process designed to delay and discourage people.
This is BS..Vodafail should just let people off immediately if they don't want to be with them anymore. So I've written this guide sharing my experience and some tips to navigate their process.
One thing I'll also add is that I was simply firm and direct, but not rude or aggressive. However I think they knew that if my reasonable demands weren't met, they were in for war.

Preparation:
In hindsight, the first thing I would do is work out of your total contract, how much is for the handset, and how much for the service, and where you are with that. i.e. how much of your fees so far has gone to the phone, and how much to the service. You could ask Accounts that as a first step as an enquiry, and confirm the amounts offline, before you go on your cancellation mission.

Hurdle #1 - "Troubleshooting"
You're speaking to accounts. I asked to be put through to cancellations. They asked why I wanted to cancel. I said complete failure of service and they say coverage?
Their process is to then put you through a BS troubleshooting process with a coverage team etc etc delay delay delay and hope you get sick of it and give up.
I refused to go through troubleshooting. I said that I live/work in the Sydney CBD, so coverage shouldn't be an issue. The service is unacceptable. There is a known issue with the network which the CEO has publicly apologised for. There is nothing wrong with my phone, you've wasted enough of my time, I am not going through troubleshooting, I want to be put through to cancellations. They put me through.

Hurdle #2 - Cancellations
They try all kinds of things to say first to stop you cancelling, especially if you haven't done troubleshooting. They said all the network problems were past tense, and it's all better now.
I said:-
That I consider Vodafone in breach of contract, in failing to provide an acceptable service. There is a failure to provide their side of the contract.
That they are costing me money and embarassment, that I am losing money on my business. Legally their breach of contract is causing me legal damages.

You need to be very firm and clear as to what you want. I said that I am absolutely clear that:
I wish to terminate my contract immediately.
I no longer wish to do business with them.
I am only paying for the outstanding amount on my handset, not for any unused "service" especially as I consider that they are in breach of contract for failure to provide service.
I will not accept any other response.

Hurdle #3 - Offer of waive fees
Their process seems to be to be that they are authorised to offer 2-3 months waiver on your contract where you can potentially use a prepaid sim with another provider.
In 2-3 months "the network will be better". I stuck to my guns, see above.

Hurdle #4 - Cancellation Fee
They will tell you your cancellation fee is to payout the remainder of your contract. i.e. pay for months of "service" that you never use.
This is complete BS..you always had the right to do this even if their network worked!
I stuck to my guns.
I am not paying any fees or for unused service, especially when I've already paid for service I didn't receive.
I am only paying for whatever amount is owing on my handset. (See above, you should probably work this out before you get to cancellations).

Hurdle #5 - If they refused:
As it turned out, I didn't need to pull this out as they agreed. However if they had declined my requests, based on everything else I've ready, I would have said:
I am only accepting an immediate termination of my account.
If you decline my request I need you to understand that I am filing a complaint with the Telecommunications Industry Ombudsman.
I will need your contact details and have you send me your response in writing for the purposes of the complaint, and as evidence in the PiperAlderman class action that I am joining.
At this stage, can you escalate this to a manager who can accept my request?

If they declined, then I would have:
Had them listen to a summary of the statements/requests above and had them verbally agree that they had heard these arguments.
Tell them that this had been noted in a file note for evidence, and that I needed their refusal emailed to me in writing for the complaint/lawsuit.
Asked them again to be escalated.

If they had refused:
Then I would have told them that was also noted, and asked again. Actually I probably would have kept asking like a broken record.
If they had still refused:
Then I would have gone to the TIO, and joined the lawsuit, and you need to be prepared to as well. Then I would have called them again after doing that with reference numbers and gone through the process again.

Hurdle #6 - Keep your number
It is important that you don't actually cancel your account on the spot, because you will lose your number. The guy explained that he should give me my account number, then I go and port my number to another carrier. When the next carrier ports, is when your account is technically automatically cancelled. At this stage, the agreement to cancel is noted on the account, and the fee for the amount on my handset will appear on my next bill.

AND I'M FREE! FREE AT LAST!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

19 Apr 2011 04:23:20 PM: Congratulations!!!!!! Thanks for posting how you did it as well, I'm sure many people will benefit from your experience.

Vodafail.com Moderation Team
20 Apr 2011 09:42:55 PM: I'm now with Telstra.

I really think the issue here is that in my view Vodafail is in fundamental breach of contract (a legal term which means they've failed to keep their end of the bargain, which gives you the right to terminate). People should be able to get out immediately with no hurdles. Instead all these hurdles are still in the way.



http://en.wikipedia.org/wiki/Fundamental_breach

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16779 Someone from NSW thinks their gain is acceptable at 13 Apr 2011 07:27:39 PM
After a skin full of 'network unavailable', and 'missed call notifications', text msg's being received 8hrs later, I decided this isn't good for my business.

I was asked to go to a store and swap the Sim card by support, which did nothing, then I documented a coupe of weeks of missed calls, network lost events, unable to access email etc.

Then after stating this is not acceptable to my business, I was :
(1st) offered free calls until it's rectified (I was on a $59/month plan 24 month contract). The tower upgrade was meant for July 2011. I declined this offer, the cost of a missed call far out weighs the cost per month of the service
(2nd) was advised of a cancellation of $1061, at which point I asked for this information in writing, so I can go to the Telecommunications Ombudsman with this information (at which point it was escalated to the supervisor)
(3rd) I was then advised the cancellation was now $0, and I had to return the iphone4

(I did hear of others that had been offered to pay $150, to keep the iphone4)
(2nd)

I am now going to a transparent carrier Amaysim! No flag fall, flat call/data/text rates! (which sits on top of the Optus network)

Did you know the UK and other countries DO NOT HAVE a FLAG FALL FEE, it's something concocted here, and surprised choice magazine hasn't picked up on this given the CEO is from the UK.

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16662 Someone from NSW thinks their gain is brilliant at 4 Apr 2011 06:52:23 PM
First step - I took my phone to a vodafone shop - they replaced the SIM and waived a month's worth of call connect drop outs (about $50)- still had the usual problems that everyone has, consultant offered 3 months credit and reduced my monthly's from $49 to $45 per month till the end of the contract. After a month, the coverage was still flakey so they offered to put me back on "3" and give me 6 months credit. I refused the offer because i need a reliable phone connection so i said i wanted to cancel. The woman said "ma'am, if you cancel your contract and die on the side of the road you will have no phone anyway" (after i used the example for how useless their services were) - then she wanted to charge me $650 to cancel the contract and $205 for the phone and to return it. i submitted a complaint to the Ombo's refusing to pay these amounts and my contract will be cancelled with no fees due( the Vodafone woman was very pleasant) - and i have to return my phone after it gets fixed from Vodafone (it apparently zapped out after earth hour). It has taken 2 months but go figure. Have a log with times, date, location and errors so you know exactly what you're talking about. All the best to those pursuing their cases - be strong and determined.

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16652 Someone from NSW thinks their gain is INCREDIBLE at 4 Apr 2011 01:38:16 PM
I called Vodafone and argued for over an hour demanding they let me out of the contract with no exit fee's, they refused. The offered to reduce the cost of my plan by $30 a month, i still wasn't happy. I told them to call back within 2 hours.
In that 2 hours i contacted the TIO and they forwarded my request and complaint onto Vodafone.
When the lady called by i told her i had contacted the TIO and she hung up (she sounded very annoyed).
I just received a text message from Customer Care telling me they are going to let me out of the contract with no early exit fees. This all happened within 4 days.

The TIO are amazing <3
5 Apr 2011 09:42:51 PM: Wow the lady that hung up on you must be that same idiot rep Megan i dealt with who just stopped responding to my emails because it got too hard

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16620 Someone from NSW thinks their gain is Better than expected at 2 Apr 2011 01:15:22 PM
I lodged a complaint via the Vodafone website as i could never get through the call centre. The rep from the correspondence team (Megan the idiot) just gave me the run around about what they're doing to improve services and basically refused to let me cancel without an early exit fee and my remaining installments on my handset plus my invoices! She stuck to that offer until i requested she provide her full name & employee number & contact for someone in senior management she ignored this request with her next response saying she has spoken to someone in senior management & could provide to LOWER my exit fee but the handset and invoices would still apply. I was furious by this stage as she blantantly ignored my request to seek advice from management in the 1st place which i asked. I stated vodafone were in breach of the contract & this was unacceptable i then again requested her employee no & contact for senior management. I never heard from her again, she just stopped replying!! what kind of service is that? Oh don't have an answer i'll just stop replying to the frustrated customer! I gave her a week to reply but she didn't so i went to TIO. A week later i got the txt from vodafone releasing me of my contract with no exit fee but would still need to pay out my handset. By this stage i thought whatever i need to get out! I ported to Telstra that day. 5 days after i did this i get a call from Vodafone's resolution team (lovely Daniel) asking if i was happy to close my TIO case & was happy with the result, i asked what was remaining on my account as i had not received the final bill for my handset & he said NO CHARGE!! He waived all my remaining bills and waived my remaining handset fees! So i got out with no fees at all with 12months to go!! I also complained about Megan to him. I was pleasantly surprised with how it all ended! Thanks again to Daniel in resolutions i am so happy on Telstra now :) Everyone it's possible to get out of Vodafail don't put up with it!!

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16596 Someone from NSW thinks their gain is AWESOME at 1 Apr 2011 03:18:21 PM
I made a complaint back in december with the TIO and finally 2 weeks ago after 3 months of vodafones crap and arguements i got my way and am now with telstra (never on hold for longer then 3-5 minutes, 90% of people i can understand, Great reception) by the way i have found where all the good vodafone workers are.... They are in the Vodafone TIO complaints department and the insurance department, NOT anywhere near a customer care centre where they should be.

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16380 Someone from NSW thinks their gain is super! at 22 Mar 2011 11:46:10 AM
followed the hints on here, and was released without penalty and given my iphone.
Yay, now I can go get some decent coverage!
22 Mar 2011 01:40:53 PM: Can you let us know what you did?

Cheers
24 Mar 2011 10:41:04 AM: Ring up vodafail,lodge a complain,t,then contact the TIO

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16375 Someone from NSW thinks their gain is On hold for 30 seconds!!!!!! at 22 Mar 2011 07:13:41 AM
Just bought a blackberry because my iPhone was stolen. I needed to call Vodafone to activate my Blackberry services, I was on hold for less than 30 seconds!!
The customer service guy was amazing! ... I was shocked because last year I called and was on hold for an hour and a half!!!!!!

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16335 Someone from NSW thinks their gain is Released from contract at 17 Mar 2011 05:36:40 AM
Despite having severl months left on my mobile broadband USB stick contract, vodafone released me from my contract without penalty. This was after about 2 months of complaints of the system continually dropping out.

Until the problems started last November, I was very happy with the internet service.

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16274 Someone from NSW thinks their gain is Massive at 13 Mar 2011 03:18:21 PM
I just had to call Vodafone customer care twice today, once to change a plan and then to get a password reset. I was able to key in my options using the keypad instead of speaking to lara - super handy when you're on a noisy train! I was then put straight through to a person both times who did what I wanted them to immediately. Last time I called through I had to wait for 40 minutes!!! Massive improvement.

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16069 Someone from NSW thinks their gain is awesome at 2 Mar 2011 08:27:19 AM
contacted voda, they offered three months free. i told them it wasnt good enough and i wanted OUT. so i contacted TIO and was contacted a week later telling me i can leave without any cancellation fees, though i have to return the phone. now im with optus :)

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15796 Someone from NSW thinks their gain is handy info for others at 13 Mar 2011 10:49:58 AM
South coast- Ulladulla.

After having the iphone 3GS for a year now with pathetic reception, I finally caught a break- admittedly its not perfect, but i have 2 bars of reception instead of none!

iphone 3GS does not have the ability to connect with the available reception in ulladulla and surrounding areas. something about only being able to pick up a 60 frequency when we have a 30 frequency... anyway they are now admitting it is a fault with the phone, and allowing you to exit your plan without charges and an upgrade.


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15794 Someone from NSW thinks their gain is old customer at 21 Feb 2011 08:35:01 PM
I have to admit when I was with vodafone, back in 04-05 they were fine, reception, sms, internet/wap was fine with minumal cut outs. even an added bonus I could send free sms to the premium numbers for ringtones, adult chat and wallpaper, probably a bad thing for a 14 year old. anyways I really wanted ot join there ew blackberry torch ultimate plan, but after hearing and seeing all the complaints I didnt i joined optus instead. which i love the most! Telstra on the other hand i hate, bad stuff with them guys, cutting my internet off twice, and cancelling my contract cause i was rude to the guy.. than said my bill was cleared and sent me a 300 bill 4 months later...........

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15708 Someone from NSW thinks their gain is could be better at 18 Feb 2011 10:57:29 AM

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15700 Someone from NSW thinks their gain is EXTREMELY GREAT! at 17 Feb 2011 07:04:20 PM
I have been a vodafone customer for close to 10 years.

In the last two years, I have had problems with overcharges on my bill, connection and reception issues (I had no reception for three full days), messages never being sent (both text and picture) and endless hours talking to vodafone customer service with NO LUCK. I also was being charged full rates for my V2V calls, as well as being charged for my "best mate" call (vodafone number I allocated to make free calls to).

After many complaints and failed investigations on Vodafones end... I signed up to VODAFAIL and then lodged a complaint with the TIO. I basically wanted to be released from my two year contract a year early - with no early exit fee. I had done everything vodafone had asked (reviewed bills, purchased a new sim card, had my phone inspected, changed settings etc).


Within 10 days, Vodafone sent me a text message stating that I could be released from my contract with no early exit fee (which would have exceeded $700+). I called Vodafone, cancelled my contract and have never been happier! I am more than willing to pay high call rates with another service provider, so I can ensure I ALWAYS have reception, thus being able to send messages and make calls.


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15676 Someone from NSW thinks their gain is 10 000% at 17 Feb 2011 09:55:25 AM
Complain the the TIO, have examples of failures, dates, times, experiences.
http://benelixir.tumblr.com/post/2742861138/vodafone-au-fail
http://benelixir.tumblr.com/post/2742820707/vodafone-au-not-so-much-3g-data

Port to Telstra
http://benelixir.tumblr.com/post/3324170811/ported-to-telstra

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15646 Someone from NSW thinks their gain is Pretty Sweet! at 16 Feb 2011 02:18:47 PM

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15639 Someone from NSW thinks their gain is Much better than expected! at 16 Feb 2011 12:31:24 PM

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15574 Someone from NSW thinks their gain is It has made me happy at 14 Feb 2011 06:25:28 PM

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15559 Someone from NSW thinks their gain is Contract Cancelled at 14 Feb 2011 12:19:41 PM
Just wanted to say thanks to Vodafail for the great information here.
I switched to vodafone in October last year from Three and was told that I would have "better" coverage than before ... of course we all know how that ended.

I called Voda last Monday to request that my contact is canceled. I was advised that I needed to allow them the opportunity to investigate my issues for 5 days.

Today, I again spoke with Voda and was advised that no fault was found. I then requested that my contact is canceled and after some negotiation Voda has agreed.

In all I think I spent less than 2 hours on the phone and I am happy with the outcome.

Thanks again to Vodafail for the support and information.

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15558 Someone from NSW thinks their gain is even steven at 14 Feb 2011 12:01:51 PM
had the service for 2 months cancelled my contract with no charge and was refunded the two months i had paid for

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15481 Someone from NSW thinks their gain is Good enough. at 11 Feb 2011 09:14:54 AM
With my iPhone, I have terrible Vodafone phone reception, intermittent call quality, regular call drop outs, experience painfully slow 3g data speeds, and to top things off, Vodafones' outgoing SMTP server has been down for the last few months.

I called them today and polity asked to speak with their retention team, and asked the service person to proceed with terminating the current contract with no early termination fee associated with the cancellation.

In a polite manner, I reminded the service person of Vodafone's obligation under NSW consumer law and I explained that their product is not fit for purpose.

I suspected that they would offer me a remedy to retain me as a customer, which they did. They have given me 60% off my $99 plan for 6 months. When the 6 months is up, if their service is not up to a acceptable standard, I can terminate the contract early.

They explained to me that they are well aware of the concerns with their network, and that there are major upgrades currently underway, including more "base stations".

Time will tell but for the next 6 months I'm $60 a month better off.

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15400 Someone from NSW thinks their gain is Best Possible at 9 Feb 2011 11:25:17 AM
After many and varied attempts at contacting Vodafail without success turned to TIO website and lodged complaint there.
Received TXT message from Vodafail earlier today:
"Hi Vodafone gas agreed to your request re TIO Complaint to waive your Voice Commitment due to coverage issues. Letter to follow with full details however you may port out/cancel as of today. Kind Regards Vodafone Resolutions."

Within 2 hours of that message needless to say I have a new Iphone with Telstra.

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15367 Someone from NSW thinks their gain is GREAT at 8 Feb 2011 03:13:37 PM
Just posted 50 mins ago about the call dropping on the cancellation department.

One hour after being sent through customer care and talking to cancellation, I GOT OUT YAY! Thankgod, finally no more poor coverage HELLO TELSTRA WILL BE NICE SEEING YOU! <3. thanks for all the support from vodafail.com, and everyone else I am finally ridded of this teleco company thanks<3

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15294 Someone from NSW thinks their gain is thumbs up at 7 Feb 2011 07:59:23 AM
Called the TIO.
Within 10 days released from contract (only 2 months into 24month contract).
Have to return phone.
The Oz Vodafone rep commented when asked that anyone who complains to TIO about reception/coverage will be released from contract.
7 Feb 2011 06:00:41 PM: Congratulations, Have you decided who you which carrier you are going to move to?

Vodafail.com Moderation Team
8 Feb 2011 10:31:54 AM: Decided to go with telstra. I know I am paying more, but will get a service that actually works. I must say the call quality and reception coverage is awesome. Internet speed is very good. Not sure why, but battery life on the telstra network is much better as well???

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15268 Someone from NSW thinks their gain is Very good at 6 Feb 2011 02:59:56 PM
Hi, I contacted the TIO as suggested here and received a call from Vodafone within 10 days. I was only half way through my 24-month contract with an iPhone 3GS. I received the option to:

1) Pay $200, and keep the phone
2) Be released of my contract, and return the phone via a pre-paid return bag they will send me.

I chose option #2. But I am wondering, since they have already released me of any committment (they confirmed this), will they follow it up if I don't send the phone back? They're just going to throw the phone away anyway, it's not like they can use it?

Great result! Too easy! What made it even better was that we experienced a drop out while she was on the phone to me!
8 Feb 2011 05:51:03 AM: Yes, the will definatly follow it up, if you don't return the phone within a few weeks you will be charged.

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15265 Someone from NSW thinks their gain is Bill discounted 3 months at 6 Feb 2011 02:17:57 PM
TIO - What more needs to be said? Seriously, it's probably been posted many times, but as soon as you've got an issue and can't get it solved immediately, just contact TIO. You'd think something like the TIO would take forever, this was resolved in 2 weeks whereas I had to deal with the Vodafone people for 3 months...! Just contact TIO :-)

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15255 Someone from NSW thinks their gain is ok.. at 6 Feb 2011 05:19:32 AM
i only deal with customer service twice.. then i go onto higher powers.. about 6 months ago i had a phone that packed up.. returned it , to which the replacement packed up.. so i called vodafail to complain and their inept customer service annoyed me so badly i called the tio.. within 7 days i had my contract released, but i resigned for a different phone... yeah i know my mistake.. but now i want releasing from the contract due to useless reception as does my wife...

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15238 Someone from NSW thinks their gain is Awesome at 4 Feb 2011 11:35:54 PM
15234 Someone from NSW thinks vodafone is complete fail at 4 Feb 2011 10:13:49 PM
So voda is out in Merimbula, Pambula, Eden and surrounds. Has been since about 5PM this afternoon. We are talking an area of about 70km wide... Pathetic.
4 Feb 2011 10:31:12 PM: Yep, seems you are not alone:

"East Boyd
Timbillica Hill
Batemans Bay
Bega
Eden
Narooma
Bodalla
Cobargo
Quaama
Wolumla
Merimbula
Cullendulla
Bergalia
Kianga
Dignams Creek"

"From 04/02/2011 17:50pm AEDT customers in the South Eastern regions of NSW may experience problems accessing voice and data services. Vodafone Reference TT495549"

http://vodafone.custhelp.com/app/answers/detail/a_id/3730

Vodafail.com Moderation Team
5 Feb 2011 01:28:18 AM: That might be due to the storms down there,

http://www.bom.gov.au/products/IDN65156.shtml

meanwhile as I drove from Brisbane to Campbelltown 1024 km 14 hours I:-

Checked into Foursquare 47 times uploaded 17 photo's

Checkeed into Facebook 18 times and uploaded 9 photo's

Videocalled on Skype for 27 mins

Talked on the phone for 2 hours 35 minutes

Sent 24 SMS and MMS messages

and generally had no issues whatsoever

My iPhone 4 has been IP blocked from posting here DUE TO THE EFFICIENCY OF THE VODAFONE NETWORK at posting from various locations AND I did speedtests which show that Vodafone is easily a match for Telstra , speedwise.

Stick your fingers in your ears like a two year old and yell "I'm not listening" as you no doubt delete this post too

29 Jan 2011 05:27:50 PM: Vodafone Brisbane:-

http://www.speedtest.net/result/1132596912.png

30 Jan 2011 12:25:03 AM: NextG Network in Sydney

http://www.speedtest.net/iphone/67510772.png

14858 Someone from QLD thinks vodafone is Not at all at 28 Jan 2011 08:45:18 PM
I drove from Sydney to Brisbane expecting the worst after all the whining on this site, checked in on Foursquare and Facebook at over 22 locations, engaged in five hors of phone calls, sent MMS and SMS from my iPhone 4 and now I'm posting this using my Vodafone modem from Deception Bay.

No problems at all, I don't know what the fuss is all about.
28 Jan 2011 08:51:47 PM: Welcome to imaginary land. Population, 1.
28 Jan 2011 09:26:28 PM: I suspect a bit of deception, but not much bay
28 Jan 2011 09:34:20 PM: She's right, no problems between Sydney and Brisbane, 14857 Vodafail customers are mistaken
28 Jan 2011 10:37:03 PM: OP did not come via the Gold Coast, that is for sure!!!
28 Jan 2011 11:57:42 PM: Check this, Speedtest:-

http://www.speedtest.net/result/1131457468.png

4.47 Mbps Down, 1.51 Mbps up

Reality, Vodafone Australia Mobile Broadband.
29 Jan 2011 12:00:13 AM: Came up that motorway from Tweed Heads, talking all the way to Brisbane, iPhone 4 linked to Bluetooth, no problems mate, apart from the drivers here.
29 Jan 2011 12:05:20 AM: Have the Vodatrolls been asked by Vodafone to post this sort of stuff here?
http://208.65.21.102/~vodafail/single.php?p=14866
28 Jan 2011 11:40:04 PM: I'm at Deception Bay using my iPhone 4 and USB stick are working fine, see:-

http://www.speedtest.net/result/1131453609.png

29 Jan 2011 01:18:43 AM: It's funny how every bad experience is taken as fact without question or doubt yet whenever anyone claims to have no problems with their vodafone product/service then it has to be vodafone staff or their PR team.
29 Jan 2011 08:18:39 AM: @ 29 Jan 2011 01:18:43 AM

Simple really.............in all reality it normally is.
29 Jan 2011 08:29:21 AM: Nope I'm sick of this pack of whiners, so put up my experiences, as I said I was expecting issues and had none.

So how many posts are from Telstra and Optus employees trying to pick up a few customers?

Here's another speedtest, a bit slower but still good:-

2.70 Mbps Down 1.41 Mbps up.

http://www.speedtest.net/result/1132163703.png

Vodafone Australia mobile broadband.
29 Jan 2011 08:32:10 AM: Another one, the Brisbane test is a bit faster than the Sunshine Coast one:-

3.54 Mbps down, 1.6 Mbps up.

http://www.speedtest.net/result/1132168064.png
29 Jan 2011 01:41:03 PM: Spent a nice morning wandering around this area, uploaded a few photo's to Facebook, checked into Foursquare, made a couple of calls, from my iPhone 4, just dropped in to do another speedtest.

4.26 Mbps down, 1.43 Mbps up.

http://www.speedtest.net/result/1132446001.png

Vodafone works fine.
29 Jan 2011 05:27:50 PM: Here another speedtest:-

5.77 Mbps down, 1.62 Mbps up and a link to prove it

http://www.speedtest.net/result/1132596912.png

Deception Bay Queensland
29 Jan 2011 06:57:17 PM: I'm a Vodafone employee AND a Vodafone customer.

As a customer I've honestly had very few issues. What few issues I've had have been in the last month or two but my service is still very usable.

As an employee I'm happy to see people go to another carrier. I get most of my commission from customers coming to vodafone, not from customers who are with vodafone already. I'm also privy to information about plans that will have the network close to if not equal to Telstra's network quality by the end of 2012, just when everyone who is leaving Vodafone now will be off their contracts. We'll see how long people's memories are when Vodafone not only has the best plans but a great network to back them up.
29 Jan 2011 07:49:43 PM: Bahahahahahahahahaha, Vodafone will never be good as Optus let alone as good as Telstra.

LOL Fail!
29 Jan 2011 08:04:47 PM: "Telstra's network quality by the end of 2012, just when everyone who is leaving Vodafone now will be off their contracts"

To late mate for a lot of people - jam tomorrow and tomorrow never comes - I'm outta here way before then.
29 Jan 2011 08:13:05 PM: Post your speedtest here then, put your money where your mouth is.

Now I'm the other side of Brisbane in Marsden, bit slower down here:-

1.12 Mbps down, 1.09 Mbps up

http://www.speedtest.net/result/1132729267.png

No problems with reception on the drive through Brisbane, iPhone 4, made a couple of calls here and there.

Last time I was with Optus their network used to die, right on the dot of 8 when 'Yes' time would kick in...

"All lines to the area you are calling are busy" it used to take five or six tries to get through, it improved a bit with the olympics but not enough to stop me switching to Vodafone, my bills used to run at $600 a month with Optus now I spend $59.
29 Jan 2011 10:47:56 PM: funny coz i live in Tweed Heads and have had nothing but problems.
29 Jan 2011 10:48:32 PM: how do you do this speed test?
30 Jan 2011 12:11:24 AM: Go here:-

http://speedtest.net/
30 Jan 2011 12:23:43 AM: Bit slow tonight on the NextG network:

http://www.speedtest.net/iphone/76653345.png
30 Jan 2011 12:25:03 AM: NextG Network in Sydney

http://www.speedtest.net/iphone/67510772.png
30 Jan 2011 02:34:18 AM: back to deception bay, prepaid $100 ($90 at Woolworths) 6GB over 6 months

3.47 Mbps Down, 1.54 Mbps up

http://www.speedtest.net/result/1133135648.pn

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15212 Someone from NSW thinks their gain is GOOOOOOD at 4 Feb 2011 03:00:24 PM
After a number of calls to Vodafone, each time explaining the issues I was having with no service, delayed voicemails and generally poor customer service, I was yesterday released from my ontract 11 months early. I managed to stay calm on each and every phone call and ensured I did everything they asked of me. Yesterday, after VF failed to get back to me as promised, I was put through to the cancellations team. Initially they tried to offer me unlimited phone calls (great if I had service!) and free access for 4 months but I explained that I don't want a free service that I can't use, I want to pay for one that works. They then tried to tell me I had to pay for my phone and then they would release my contract.... even though my contract was $69/mth with a FREE phone.... politely told them this would not happen and that I would involve the TIO. Call got escalated to a manager and 10minutes later I was off contract. My advise.... patience and politeness!

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15108 Someone from NSW thinks their gain is Very Good at 2 Feb 2011 12:00:06 PM
I went through the TIO and was let out of my contracts totally $215 a month! And was able to keep my iPhone 3 GS and returned the iPhone 4. I had problems porting my number and not sure if it was VF or the incompetence of Telstra but it was never done. I then received a final bill from them which they waived for me. They treated me fairly. I will add that I went to Telstra and was with them for 12 days before pulling the plug on them as they are beyond incompetent and am now extremely happy with my Optus service.
2 Feb 2011 12:09:00 PM: I wanted to add that Optus have a 30 day no questions asked return policy which is why I decided to try them out. I'm in a rural area but they work great.
2 Feb 2011 08:05:11 PM: optus are shit too

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14970 Someone from NSW thinks their gain is not at all at 30 Jan 2011 06:21:02 PM
this is the worst network ive ever seen in my life ever they should all go broke and go to hell
30 Jan 2011 06:53:45 PM: Check out the How To Complain link at the top of the page. If you are looking to get out of your Contract (penalty free) it contains the information you need.

Follow all of the steps, such as contacting Vodafone first, but you will no doubt end up at the TIO who will then be able to assist you (assuming Vodafone don't).

Best of luck, and let us know how you go.

Vodafail.com Moderation Team

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14911 Someone from NSW thinks their gain is win at 29 Jan 2011 04:17:31 PM
After my HTC desire he would only have 3 hour battery life sent it away the fixed it allegedly!! I then received it 3 weeks later with a purple dull like pattern to the screen colour so i rang up got cut off used another fone got through they did help me move to the front of the line easly canceled my contract free of charge and Im now with Telstra and very happy

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14871 Someone from NSW thinks their gain is They Let me out. at 29 Jan 2011 07:09:14 AM
I thought I was alone, perhaps just in a black spot, but how could that be I was in Willougby in Sydney, I can see the towers at Artarmon, at Gore Hill, and I can see the Vodafone building in chatswood. So many dropped calls, so many apologies to my customers. I called customer service so many times, after 'resetting my phone' and removing the SIM and other rubbish, I eventually said "I want out.... please just let me out"... Finally I was put through to a "customer care" person. I said... whatever all the questions are on your list, go to the bottom and do whatever it says next to "customer still wants out". They told me I would be in breach of my contract.. I said "I dare you to charge me anything, as you are in breach of yours".. They eventually told me they would need to do a 'technical investigation" that would take 7-10 days. I reluctantly agreed, after spending all day getting to this point, I was not happy at having to hang up. But as promised "Imran" from the call centre called back. Asking if I was getting any better reception. During our call it dropped out!! He called back again, told me I would recive two express post bags in the mail (for me and my wifes phone). I was to pack it up and send it in. No charge ! I AM FREE !!!!
29 Jan 2011 07:13:11 AM: Forgot to add, Called Testra, they had no Iphone4's told me to go to the Store.. DO NOT DO THIS. If you transfer from another carrier TELSTRA will give you $200 as a welcome bonus. They will not give you that deal in store.. Now I have great reception and am happy !!.
29 Jan 2011 08:07:38 AM: if you went to the TIO you could keep your phones and hok them on ebay and get more money. Still, good win nevertheless.
29 Jan 2011 08:46:05 PM: I dont delude myself that Telstra cant be ogres and bullies when it suits them, but as someone who copped a lot of vodacrap over the last 2 years, I am now with Telstra and reception craps all over vodacrap and internet is very fast. It is great to actually get what I am paying for.
5 Feb 2011 07:04:35 AM: The problem with Vodafone/3 and to an extent Optus is that their networks are designed for a VOICE service, not DATA/Internet.

The difference between Telstra is that in about 2005 under Sol Trujillo, they contracted Ericsson to build the NextG 3G network, which is the current 850Mhz network that Telstra mobile customers run off.

The NextG network is basically a DATA and Internet driven network. It is designed to carry large volume data. Telstra is still upgrading to some areas to integrate them into NextG. The network runs nearly entirely off optical fibre, where each mobile tower has 1Gbps capacity to meet the needs of the users in that cell, ie. iphones, mobile BB, voice calls, sms, mms, etc.

Vodafone on the other hand still uses the old technology, it does not have direct 1Gig fibre to its mobile towers, in fact, what it has is most of its towers is 8Mbps capacity (ie. 4 x 2mbps (E1's) for those with some tech knowledge)

so do the maths, 1000Mbps -to- 8Mbps, NextG has more than 100x the capacity to vodafone, same no. of subscribers, guess which works, which doesnt?

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14853 Someone from NSW thinks their gain is awesome at 28 Jan 2011 06:04:01 PM
From Vodafone to Telstra
From the shithouse to the penthouse
28 Jan 2011 06:47:57 PM: lol amen to that! Congrats!

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14740 Someone from NSW thinks their gain is Surprisingly Good!! at 27 Jan 2011 12:35:13 PM
I actually had a GOOD experience with Vodafone, so thought I should post it here (having posted a very bad experience last week!).
I noticed a call on my bill to Vodafone (1300 number) which I thought was wrong - so I called Vodafone, and my call was answered in under a minute. And then a very friendly lady explained that 1300 calls aren't covered under my (so-called) "infinite" cap. But because I made a mistake she struck it off my bill (!!!) and just made sure I understand my "infinite" cap for next time.
A small win.
27 Jan 2011 03:51:05 PM: Hi. Good story - good on you for following it up! I've gotta say though this "1300 isn't a 13 number" business is verrry misleading. My contract and their website repeatedly refer to 13, 15 and 1800 numbers being "included" within caps, and having just checked the fine print, I can't see anywhere they list 1300 numbers as being calls excluded from caps. Most people don't know that 1300 is different to a 13 number - after all, it *does* literally start with 13. I'm glad you had a good experience here - you were proactive and got it resolved - but charging 1300 numbers separately, without specifying them clearly and upfront as excluded calls, is deceptive and misleading. That practise needs to stop.
30 Jan 2011 04:57:49 PM: Come on, if vodacrap cant lie, cheat and steal, how will they continue to make money? They certainly cant make ends meet being paid solely for the catual services supplied!
2 Feb 2011 10:31:18 AM: I also had big charges on my home phone for 13 numbers all to Vodafone! All those 1 hr long holds added up to almost $10.00! Called Vodafone and said I wanted a credit of $10 since it was their phone calls I was paying for....they agreed to credit me for those calls so don't take this lying down!! Regarding my Blackberry sent for "repairs" as expected they didn't repair it and sent a replacement to the store where I left it AND they still haven't notified me to pick it up. Waited 1 hr for tech support who at least confirmed it was sent to the store...The rub is the Sydney George street store doesn't answer their phones and their "voicemail box" is always full! Been too hot to go there to see what is going on.
2 Feb 2011 12:01:51 PM: okay I myself have had a lot of issues with vodaphone but keep it real. If you can't read a contract thats noone elses fault but your own 27 & 30 Jan. If I buy a Happy Meal I expect burger fires & drink. I don't expect to have listed all of the things I'm not getting. Most people don't know that a 13 number is different than a 1300 number? How is that anyones fault but theirs?

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14733 Someone from NSW thinks their gain is Quick and Easy at 27 Jan 2011 10:54:06 AM
After numerous dealings with vodafone call center staff in india and the multi-hour waiting times achieveiong nothing, lodged a 2 min aplication on the TIO website saying service is poor etc. 2 days later got a SMS from vodafone saying they have agreed to waive my commitment and that i can port out immediately, with a letter with full details to follow (had over 12 months remaining on 2 year contract). If they make any mention of me having to pay for my handset, the comments below make it quite clear that its not going to happen.

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14673 Someone from NSW thinks their gain is Fantastic all around at 26 Jan 2011 11:10:59 AM
I made numerous complaints finally was let out of my contract after filing complaint to TIO with option to purchase the phone for discounted $200.00 however my daughter got out as well but the person she spoke to said she could keep her handset with no charge. Made another email to Vodafone asking what criteria was and why I had to pay for hand set and she did not as she did exactly the same as me and we had the same problems for same time and had the same iphone.Received another email from vodafone saying I also could keep handset at no cost. So everyne who is being charged for their handsets just ask why if others are being allowed to keep theirs.Am now with Optus and am very happy with their customer service and deals will never use vodafone again and will warn people not too. The indian call centre are painful to use and Lara is just the pits.
However I will say the Tamra from Vodafone has been extremely helpful. She is located in Tasmania.

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14509 Someone from NSW thinks their gain is sweet as at 24 Jan 2011 07:54:18 PM
Extemely liberating to call up and cancel 2 mobiles and a broadband package..

Simply told them that i've spent god knows how much time on the phone with them..that they are in breach of contract... that i will not pay any outstanding or future bills and i would fight them tooth and nail via the DFT and TIO and then just for fun...

Walked into telstra and vodafone...
Said i wanted 2 iphones and a landline with broadband... all unlimited...

Basically optus said $99 pm for each one with unlimited calls(few exceptions) and decent broadband allowance...

Telstra wanted $148 for the landline and their definition of unlimited was telstra lines only... everything else is extra at a pretty penny too... They would give me 10 GB opposed to optus's 500gb...

So i said why the fuck would i sign up with that? Oh i don't know the sales rep said...

So far so good with optus but i won't hold my breath.
24 Jan 2011 08:06:29 PM: what the fuck? telstra have $159 landline with 200gb of adsl. you can ring any number/network unlimited. Plus you get the t-box. their unlimited mobile is $129per month and i would rather pay the extra $30 a month and be stuck on optus' shit network with numerous flat spots and dial up speed broadband.
25 Jan 2011 07:54:47 AM: "So i said why the fuck would i sign up with that? Oh i don't know the sales rep said..."
Did the sales rep say: "so you don't get stuck in the same mess as VF"?
26 Jan 2011 06:42:59 PM: Whatever you do, do it short term. Keep your options open. Pay for your luxuries. The industry changes so fast.

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14451 Someone from NSW thinks their gain is Gold! at 24 Jan 2011 02:17:39 PM
I originally complained to TIO on the 24/12/2010, I heard nothing from Vodafone, I contacted TIO again on the 17/1/2011, I was contacted by Vodafone this morning and they have cancelled my 24 month contract that is only 13 months old. I guess I can say thanks Vodafone for coming to the party.
25 Jan 2011 05:10:37 AM: VF are scum.. they didn't come to the party. The TIO held a gun to their head, that's the only reason you got a result..!
25 Jan 2011 07:57:51 AM: Just called the TIO (again) to let them know VF didn't come to the party.
Going by your account, I am a week behind you *fingers crossed*

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14441 Someone from NSW thinks their gain is Awesome. at 24 Jan 2011 01:25:31 PM
Contacted the TIO after dealing with run around Vodafone support. Re-signed a 24 month contract four months ago. I'm now out, owe nothing & keep the iPhone 4. I'd call that a win.
28 Jan 2011 09:11:11 AM: Did they charge you for the phone?

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14066 Someone from NSW thinks their gain is Hutchison ***** Top at 21 Jan 2011 08:41:20 PM
I have 5 plans With Hutchison(Three) & one with Vodafone (mostly for overseas - as it has best international coverage). As a loyal customer (since 2003) I always get twice better deals than Telstra (or iPhone) customers for minor difference in service. Due to most competitive pricing/overcongestion in the last half year internet was slower but improving lately.
Main locations: Brighton Le Sands &City.
I'm IT analyst &use Android/Google to constantly sync over the air, so far overall good and expecting much better after the merger with Vodafone + new fast towers.
I have done the maths & found that the people that constantly change the queue are always in the wrong one.
21 Jan 2011 09:20:18 PM: 5 x the fail, bad luck :/
26 Jan 2011 06:47:36 PM: Huh? That was a positive post and an excellent point. "I have done the maths & found that the people that constantly change the queue are always in the wrong one" so true

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13763 Someone from NSW thinks their gain is Cancelled Contract at 21 Jan 2011 10:58:58 AM
After many months and countless hours on the phone to Vodafone I contacted the TIO. Within 2 weeks I had a phone call from Vodafone saying that I do not have to pay the outstanding amount on my bill (that I hadn't used for 6 months anyway) and that they would cancel my contract without any cost to me.

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13738 Someone from NSW thinks their gain is Good at 21 Jan 2011 10:40:29 AM
Generally have no problems. Dropped calls sometimes but
not enough to worry about.
Great service from Vodafone business rep.
Have had Vodafone for over 5 yrs
22 Jan 2011 05:23:29 PM: well then why are you on this site?
22 Jan 2011 06:30:07 PM: you oviously dont use your fone often and dont call anyone who is with voda, and nobody texts you or leaves voicemail messages for you.Or you would relate to some, if not most of the posts on this site
23 Jan 2011 08:20:54 PM: Tell the truth, you do have a lot of problems dont you?
And whats your fone service like?
26 Jan 2011 06:49:36 PM: This is the gain section. Don't try and railroad the post into negativity.

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13671 Someone from NSW thinks their gain is Good at 21 Jan 2011 09:58:00 AM
After being a Vodafone pre-paid customer for years I bought a new phone on a plan. I phoned customer service to port my old phone number and activate the new SIM. Wasn't on hold for long, the CSR said they were busy and it might take some time for my new SIM to be activated, which turned out to be about 30 seconds! This was about 4 months ago, there have been some problems since but that's another story. Reception has been OK.

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13613 Someone from NSW thinks their gain is Excellent... mostly at 21 Jan 2011 09:25:42 AM
I contacted the TIO after contacting VF every day for 3 months about having no signal unless I stood on my letterbox on a perfectly clear day and waving my phone in the air. I phoned, emailed and was misdirected by Lara (who doesn't understand English) and utterly utterly failed by the Indian call centre robots. (Seriously, after the 4th SIM swap it's obviously NOT the problem, so don't transfer me to the automatic SIM replacement menu!). 5 days after emailing the TIO with evidence of calls and emails as long as I am tall, I was let off my 7 month old contract without penalty. I paid $150 for my newish iPhone and was credited a whopping $7.80 from my bill! I went to Telstra and am happy as Larry with the most awesome service that never fails me. However, VF still keep emailing me and SMSing me bills for $0.00. I've tried emailing them to get them to stop with my phone number and account details but they just don't seem to be able to understand what the problem is because I am not "a current customer". They even told me to log into their website. (I'm not a customer, so I can't!) So I won quite well, but I'm still suffering.......
26 Jan 2011 06:55:29 PM: Comedy gold
27 Jan 2011 09:17:57 AM: Ah chuckle chuckle, you guys MUST be accountants..

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13582 Someone from NSW thinks their gain is excellent at 21 Jan 2011 09:11:24 AM
I had 6 months till my contract expired, i live in the hills area of sydney and had no reception at all. After a month of complaining i was released from my contract today at no charge and given my last bill for free.
Just joined telstra and all is good finally have reception and 3G

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13496 Someone from NSW thinks their gain is Frickin' Awesome! I'm FREE of the 'Fail! at 21 Jan 2011 08:40:07 AM
I complained to the TIO last Wednesday 12 Jan about the poor quality of the service for the $128 a month i was paying and by Wednesday 19th I had an SMS from Vodafail Resolutions stating that I was not obliged to honour my contract and was free to port my number to another carrier with immediate effect. Woo-hoo!

Without further ado I marched to my local Telstra store and signed up for $79 cap/ 24 months with iPhone 4. 5 bars everywhere, quick internet. Thank you very much.
21 Jan 2011 10:28:07 AM: What? Did you have to wait the 5days for the tech team to look in to the issue blah blah blah???

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13424 Someone from NSW thinks their gain is credit at 21 Jan 2011 08:13:02 AM
Still waiting for my Blackberry to be repaired and returned; but after days of complaints, endless holds, going to a Vodafone store about my defective smartphone, loss of service, not receiving messages and calls, etc I was given 3 months credit plus another $50.00 credit for my having to purchase a new Blackberry battery on a phone that was only 6 months old.

Also be warned, if you send your smartphone in for repair you DO NOT receive a similar phone to use in the interim (which can be up to 3-4 wks). I was offered an old Nokia to replace my Blackberry!
21 Jan 2011 10:41:30 AM: At least they offered you a phone. I had no phone for 6 weeks while mine got fixed. They (my local store) kept telling me that all the loan phones in my area (Cairns) where err...on loan.
26 Jan 2011 06:57:10 PM: Yes loan phones are a finite resource unfortunately and you'll never get a loan better then the one you put in for service.

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13249 Someone from NSW thinks their gain is Neutral at 21 Jan 2011 07:15:42 AM
I've never had a problem with Vodafone (reception never fails, 3g works well).

I don't know why other people have so many problems...
21 Jan 2011 10:43:10 AM: a vodafone employee using Telstra :-p
21 Jan 2011 03:37:51 PM: yep .. absolutely :-)
21 Jan 2011 11:25:46 PM: HAHAHAHAHAHA They must live within 10 meters of a Vodafone tower, standing outside with an external antenna :P
22 Jan 2011 07:30:14 PM: That makes sense to me, someone with no friends to call or receive calls from, wouldnt know what its like for those of us who depend on our fones for our livelihoods, who regularly experience voda's failures.
trust me, it happens.
24 Jan 2011 10:50:36 AM: aha.. your a vodafone employee...without friends who's using a Telstra phone. :-) HEH
26 Jan 2011 07:08:23 PM: I'm in the same boat pretty flawless. Managed to avoid Nokia and Iphone handsets though.
31 Jan 2011 07:30:08 AM: I had broadband problems (got contract cancelled) but I haven't had issues with my phone. Meant to be getting the Iphone4 this week. I guess I'll have to wait and see what happens. I'm not too bothered though as I know the avenues to take (thanks Vodafail) if issues to occur.

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13193 Someone from NSW thinks their gain is POOR at 21 Jan 2011 06:41:09 AM
For the past year and a half I have had network coverage problems ie: calls dropping out; no reception (generally in the heart of the Sydney cbd and at Sydney airport; message and voicemail delays or not receiving messages at all; long waits for up to and over 1hr to customer support only to be hung up on and then have to call again and wait yet another hour; no 3g signal; takes up to 10 minutes+ to log onto any website including Vodafail and these are just some of the issues I have faced.

When I first received the phone I took it back to nokia on 4 different occasions because I thought it was the phone, however I continued to have these problems and now for the past 6 months I have tried periodically to contact Vodafail regarding my ongoing problems.

Recently I had, had enough and went in to 4 different Vodafail stores to get some help as I was getting nowhere trying to call. On all occasions I was told by Vodafail staff... "we can't help you, call customer support" and despite my protests about the poor service and not being able to get through to Vodafail, the Vodafail in store staff would walk off and talk to others; talk between themselves whilst I tried to voice my concerns; or completely ignore me and walk out into the store room.

When I realised I was not going to get any sort of response from the useless in store staff I resorted back to calling the Vodafail customer support line. On Tuesday 11th Jan 2011 I had to make 3 calls to Vodafail all for and waited approx 45-1hr each as each time before I had my call answered and each time I got in contact with a Vodafail rep the line would mysteriously drop out. When I finally got through I spoke with a so called "customer service rep" who was more like a rude cleaner who stated "I can't help you and won't help you because that is not part of my job, call us back tomorrow for the right department". I then demanded to be put through to the Manager.

The manager of customer support in India who I could barely understand with the accent and also because of the bad reception had to call me back twice because the call dropped out whilst I was making my complaint. When I finally got to speak with her she informed me that the Vodafail Cancellation team will be calling me back the next day and will be releasing me from my contract immediately due to all the problems I am facing and the poor service I have received.

I received a call 3 days later from a technical support person at 7pm. The technical support person then stated they would not help me and would not put me through to cancellations and stated I would have to do their investigations before Vodafail will let me talk to the cancellations dept. I did their investigations whilst also contacting the TIO for support. I was informed by the tech support team that I would receive a result by the 18th Jan. I did not hear back from them until the 20th of Jan 2011 informing me that their investigation had revealed I had poor signal coverage.

Finally I got to speak with the cancellations department and after having to call back twice due to bad reception and call drop out and yet and hour wait each time this is what finally happened.

The cancellations department then tried to sell me everything under the sun and give me offers to keep me as a customer... I informed that staff member that I do not want any of the offers and all I wanted was for Vodafail to released me from my contract as promised and also as Vodafail have been in breach of the contract for the past year and a half in the way of poor service as well as the above mentioned problems.

I was then informed that I would need to pay my next bill and a cancellation fee and send my phone back to Vodafail before I can be released from my contract. I then informed Vodafail that this is unacceptable and I would be taking Vodafail to the ACCC and TIO and I would not be paying any bills or cancellation fees. After trying to negotiate with yet another useless Vodafail staff member who I could barely understand and was continuously making mistakes and putting me on hold I asked to be put through to a manager.

I then negotiated with the cancellations manager and had my previous bill waived and my next bill waived. I then was then also told I had to send the phone back so they could waive the cancellation fee. I decided I would send the phone back, because it wasn't worth the pain of trying to keep it. No to mention it is the worse phone I have ever had.. (also suggested by useless Vodafail staff)

I am now currently waiting for this package so I can send my phone back and was assured as soon as they receive the phone I will be out of my contract and will receive a confirmation letter of this with nothing further to pay.

As a Vodafail customer of 12 years I feel very ripped off and completely unappreciated.
1. because there is no loyalty and during this whole process I was being fobbed off and passed around to different Vodafail staff to try and get me to just go away.
2. because I am loosing out.. I have not been compensated in any way for this time wasted out of my life and money wasted. Not to mention even though I have been paying for the phone for a year and a half I still need to send it back which leaves me with nothing but a big whole in my pocket and an empty wallet with nothing to show for it.

I know I'm not the only one having these problems.... and so to anyone else out there reading my story... the best advice I can give you is don't let them push you around and push them to do something about the problems your facing... don't stop until they release you from your contract. If after contacting Vodafail a few times you get nowhere contact the TIO and the ACCC immediately!!!

Good luck!!!
21 Jan 2011 10:25:53 AM: Thank you for the encouragement! I am at the stage where I am waiting for the supervisors supervisor to call me back as I have waited 5days only for the tech team to announce that there is NO issue at my home address! Garbage!
22 Jan 2011 07:35:24 PM: Dont hold your breath, the supervisors supervisor will back the supervisor. What you will then need to do is lodge another complaint and hopefully for you, the supervisors supervisor will get his supervisor to check if the supervisors supervisor needs a bit of extra supervision
26 Jan 2011 07:09:39 PM: 'No' answers always suck.

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