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 Pain

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 Pain

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21193 Someone from QLD thinks vodafone is going to reap what they sowed at 24 Mar 2012 09:24:32 AM
I no longer have a problem with Vodafail.

I gave them the flick 3 days ago to go with another company after 17 YEARS!

17 years with mostly good reception & a reasonable deal. However from about a year ago nothing but aggravation.

Actually I tried to switch to Telstra at their ultra state of the art (?) new local store after being politely attended to by a nice attentive young lady on my initial visit. However on the follow up to sign up for the negotiated package deal, I was informed it was her day off & none of the disinterested bunch of retards could find my already negotiated deal & were not interested enough to give me any kind of help because they had more important things to do like squeezing their pimples & setting up the new 4G giant size plastic icon.

Gave the situation a little thought & went over to the Optus shop where I was treated as if I was a long lost member of the family. So based on nothing more than being treated like an actual person instead of a statistic I ended up with a far better deal on 2 phone deals & a broadband line account.

So far in 3 days I have had every inquiry & set up problem answered satisfactorily & (almost) immediately. I have read the online forums & there are pros & cons with all the telcos but as far as I'm concerned the most important thing is to be able to communicate with someone if there is a problem & I'm getting that now.

So bye bye LARA, bye bye totally no reception most of the day, bye bye hanging in a phone queue for 3 hours until Mumbai answers with total denial of anything I want to happen. Bye bye after 17 years of being a customer who always paid on time!

If anybody from Voadafail gets to read this -- kiss my ar-e! Bye Bye!

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21140 Someone from NSW thinks vodafone is beyond at 16 Mar 2012 01:17:58 PM
I wish to kill Lara...
17 Mar 2012 03:32:15 PM: Here is some help!
Avoid answering the Robot's prompts.
Say nothing everytime that robot opens her mouth.
What you are doing is this.The robot can not recognise nothing,so the robot will eventually direct you to a Mumbai Human,(I think they are human)LOL!
Then your Real trouble will begin!
You will get Inhuman responses!

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21079 Someone from NSW thinks vodafone is Possible Lara Solution at 10 Mar 2012 10:39:07 AM
Lara has always given me problems and I have said this to Vodafone on many occasions. One of my problems is that if Lara runs out of options it just hangs up on you and you have wasted the call.

However, one of the radio annoucers showed how he jumps the queue with Telstra. When the Telstra Robot answers he just says "I hate Telstra" and it responds by saying "I better transfer you to a customer service representative straight away". I'll try this next time I tangle with Lara.
10 Mar 2012 10:42:01 AM: Yes,just dont agree with anything the robot says.
Another way is say nothing at every prompt.

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21077 Someone from NSW thinks vodafone is Won't auto rechardge at 10 Mar 2012 09:43:43 AM
I have several phones on one vodafone account with automatic recharge via credit card. For at least the last three days we can't call out because there is a message that says no credit. I've called Voda three times and they say they are having technical difficulties and say it will be fixed in a few hours. I said what if Vodafone's senior managers couldn't use their phones for three days and were told they don't know it when it could be fixed - wouldn't they be screamimg to. I said to tell their senior management to over-ride the computer and give free calls until they fix their problem. It is unreasonable to expect their customers to just accept this and wait for an unknown time. This problem has happened to me several times in the last three years when my credit card details were lost. To reinstate my service they had to cancel everything including my telephone numbers then give them back but I think I lost all the call credits. Vodafone Head Office Australia is within walking distance of where I live and I've visted them three times and each time they refuse to talk to me saying there is no one there who could help. Their solution is to ring customer service and get caught with Lara which hangs up when it runs out of options. After me showing my discontent at how poor the company is they had a person from Tasmania call me who I think took over the telephone calling to fix the problem but it has returned again. I think we will be going to another provider especially now that voda is changing some of its plans to increase its earnings from me.

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20746 Someone from NSW thinks vodafone is at 31 Jan 2012 07:19:50 PM
A little while ago i rang and talked to LARA, she suggested a call back instead of waiting half an hour. I agreed and waited, one and half hours later i get call back from a call centre person Im guessing is not in Australia. I wanted to ask about my bill, guess what, their system was down and he couldnt access it, why couldnt lara just say that when i first rang up?
The next day i get a sms from vodafone asking about the service i received and they would like me to answer a few questions, I received the first question so i replied to it, guess what, it is still sitting in my outbox waiting to be sent, it will not send. maybe because i sent a low rating, it will not accept it.

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20633 Someone from QLD thinks vodafone is to put fail and vodafone in the same sentence insults the word'fail' at 17 Jan 2012 05:38:23 PM

1When you call 1555 the robot "LARA" will answer with prompts.
2.Ignore her and say 'CUSTOMER SERVICE'
she will say 'I didnt quite get that we will try again.'
Ignore her.
3.Say 'CUSTOMER SERVICE' she will say the same thing again or simular
4.After her stupid prompting again say 'CUSTOMER SERVICE'
5.She will try you out again, just say 'CUSTOMER SERVICE'
6.After about 6-8 of 'CUSTOMER SERVICE'from you she will give in.
7.YAY!!! she will say 'I will transfer you to a customer service right away.'
BINGO!!! That's at least 30minutes saved without the torture and pain.

After that you get an Indian Vodafone Rep from MUMBAI.
2 Feb 2012 12:16:12 PM: They are just doing their Job. If Vodafone Australia does get it right you won't need to talk to the Indian Guy..

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20620 Someone from ACT thinks vodafone is BOTTOMDWELLER at 17 Jan 2012 11:32:49 AM

OK, to beat that retched and annoying "LARA" the talking robot from Vodafone.

Ring 1555 and you get that bloody robot.
Every time that LARA opens her mouth say CUSTOMER SERVICE.
She will say I didnt quite get that !
Do it againCUSTOMER SERVICE and again CUSTOMER SERVICEand again CUSTOMER SERVICE,and again,after her question.
LARA will give up and you will DEFINATELY get told by LARA "I will conect with our customer representatives right away"

What I am doing is confusing the programe because it does not know what to do.
You may have to say CUSTOMER SERVICE 8-15 times,but you beat that bloody robot.

It saves you about 30-60 minutes waiting.
Now after that I guarantee nothing.

You will get a Vodafone Indian Rep who cant speak english,tell the truth,cant understand you,apoligise to you,give you false receipts numbers(for the call),give you false codes to put in your phone,remove your pin number,remove your password word to Myvodafone,hang up on you,send you to other departments and wait another 30 minutes,send you to supervisors who will hang up on you,then give you a call back and ask you what the problem is,and then you explain it again,get sent to other departments,get hang up on,and from there

Then when it fails again you contact1555 and LARA again and get DIZZY.


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20532 Someone from ACT thinks vodafone is Lara has selective hearing at 5 Jan 2012 01:05:33 PM
Doesn't understand Telsta, Optus or Cancel

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20336 Someone from VIC thinks vodafone is FAIL FAIL FAIL AGAIN at 16 Dec 2011 08:30:40 AM
Today I tried to download my email bill. I was diverted to a new link where vodafail brags about its new rollout. So I log in to download my bill from that site and the links are dead - sorry for the inconvenience - AGAIN. I called them twice and while I was told by Lara to stay on the line I was cut off both times. UNBELIEVABLE - worst telco ever.........

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20317 Someone from NSW thinks vodafone is echo problem at 14 Dec 2011 05:19:08 PM
Approx. 3 weeks ago I started getting an 'echo' when I called landlines. Since then I have spoken to 2 other people both on Vodafone with different phone both have same problem. I can not stand the thought of trying to get 'LARA' to solve it for me. Anybody got any clues??

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20296 Someone from QLD thinks vodafone is is in denial and so are it's employees at 11 Dec 2011 05:01:25 PM
I was helped by the advice on this site to get out of a contract with VF for supply of wireless internet, which did not work from day one. They conned me away from 3 with the promise of more data & faster speeds & it simply was total BS, it took 6 weeks to get a cancellation and refund after contacting TIO.

My dilemma now is that my better 1/2 & I have a very old deal with VF going back 15 years for mobile phones & we get loads of free stuff on a small monthly outlay but as it is an old plan it does not include all the modern stuff for smartphones. Our outgoing calls are rarely more than our included allowance & we have no problems communicating via sms for which we have a huge allowance. As well as that we have very reasonable international roaming with the deal as well as quite cheap international calls & free calls to any landline after 7pm, 6 days a week & all day Sunday. This has suited us well but now want to upgrade as the missus wants to keep in touch with family instantly via mms, email & Facebook etc.

We have decided to get into the real world & upgrade to some new whiz bang smart phones as well as a better deal for our current wireless supplier (Three 3), which will become VF again soon.

We are happy to go with any provider for 2 modern phones with full net access & all the bells & whistles as well as a deal for about 10GB of wireless internet access at a good enough connection to use skype.

VF has an adverising campaign here on the Gold Coast claiming all their problems are fixed & are offering attractive deals including keeping our existing account & adding an 'Internet Mobile Pack' at an attractive rate.

Problem is that I totally do not believe they can deliver what they claim & I don't want to go through the hoops with LARA & Mumbai ever again.

What I would like to ask you good people on here is: Has anybody switched from VF to another supplier for phone & mobile internet connections on the Gold Coast & been entirely happy with the service & if so could you tell me what company so I can make the switch?

Thanks in advance.

12 Dec 2011 04:49:37 PM: I think you have answered your own question.........with:

Problem is that I totally do not believe they can deliver what they claim & I don't want to go through the hoops with LARA & Mumbai ever again.

One bitten, twice shy?

I may be wrong but I live on the GC and I would never touch VF again, regardless of their claims.

Good luck whatever you decide to do!

Vodafail.com Moderation Team
14 Dec 2011 09:15:18 AM: Thanks for your input. It is just so very hard to believe that as of last week when I went into my local VF retail shop they are signing up people to new accounts on the shop floor & carrying on business with cheery staff extolling the virtues of their system & claiming it all works as advertised. Nearly fooled me again they were so sincere. How is this allowed to happen? Don't we have any laws against corporate fraud?

Very wise old saying - 'Once bitten twice shy'. Went to a social gathering last night & questioned anybody with a smartphone as to who they were with & did they have problems. Best positive reply came from a couple of grey nomads who have been all over the country & said that Telstra was the most expensive but as long as you were within 50km of any village in Australia that had at least one pub you could count on getting your calls, sms & email. Seems like a no brainer, especially as I can't even access my VF account online for the last 4 days because of technical difficulties!

This site is great.

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20261 Someone from NSW thinks vodafone is Pathetic at 8 Dec 2011 11:28:13 AM
I have been a vodafone customer now for over 5 years. Only using cheap phones for most of the time with poor coverage, mostly none in my suburb. My suburb must be one of not too many that are part of the capital city and receive no signal.

Recently I was giving my 6 monthly blackspot report and the tech guru said that it was the phone this time not the carrier. He suggested I move from my nokia 6500 classic to a htc legend. The new 3g network was fully compatible and working well in my area. After much thought and reading some good review on cnet et. al. I went to the shop and signed up with this new phone for two years.

Not only was I taken hook, line and sinker, this crappy phone now spends more time frozen than anything else. It drops signal for no reason and txt messages take even longer that ever to send and receive.

Recently I went to Fiji for a wedding. I wanted my voicemail turned off and global roaming turned on. I was at Sydney International airport to see the staff at the kiosk there. After them turning me to the customer support crew(Indian Call Centre and Lara), it was supposedly turned on. On arrival at Fiji no network coverage at all, from Nadi to the coral coast, nothing. Upon return to Sydney I received voicemail notifications. When the next bill arrived I got charged for it. So I rang Vodafone and they would not withdraw the fees saying that I was overseas and I had my voicemail inbox turned on. I told them about the "customer service" at the airport and they had not changed a thing. My dad came with me to Fiji and he had the same result.

I was recently job hunting and missed four jobs because of poor network not receive voicemails. When a job finally comes up my bosses are so programmed to ring mobiles that when I was required for a shift I didn't make because I didn't know about it I was fired for failing to show for work.


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20257 Someone from WA thinks vodafone is Customer In-Law at 8 Dec 2011 10:39:25 AM
Just a quick point of note after looking at your suggested "How to Complain" notes on this site.......you suggest that we should be polite and courteous to the Vodafone staff in the stores............surely this should work both ways. The times that I have visited the stores and waited in line for 30 minutes or more only to be ignored, brushed off or told to ring (now theres a thought)the office because I am not buying a phone are innumerable and then they wonder why they get abused. I live in WA and if I need to talk to someone in Sydney it would be quicker to jump on a plane and meet with them. Vodafone have succeeded in proving that we don't need mobile phones because they hardly ever work on their network. I just cannot understand how their systems just keep failing......go to a "thirld world Country", buy a SIM and it will work with no problem..........and it is at least half the cost of what we pay here. I just wish that we could bill Vodafone for the amount of time that we spend trying to resolve issues.
After all that...........the one thing that they do have right is the "LARA" system........you nkow that voice activated answering service......it is just the same as talking to one of their operators...........it does not undestand English, Australian or American either! I am currently taking indian lessons to see if it helps but may have to explore some further language courses dependent upon the results. Maybe Swahili would work.

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20236 Someone from NSW thinks vodafone is fragmented at 6 Dec 2011 02:14:44 PM
I have a blackberry 9780 and randomly this morning the sim said it it was having a read error. I went into Vodafail store and as I was waiting for 30mins just to get service...a flood of people started coming in with the same error on their blackberries. The Vodafail staff member got onto 1 retail support person who had no idea what was going on. Then 5 mins later he got onto another guy who said an issue had been identified but no solutions yet. THAT WAS AT 10AM. Weve tried new sim cards and still nothing

I'm a business person on a business plan and cant get onto anyone in Australia to speak to about this. I tried calling customer service ( got stuffed around by Lara voice automated menu and her inability to recognise the words "business support") and finally got to the blackberry technical handest team.....when finally a pre-recorded message came through saying that Vodafail had recognized their was a service issue with blackberry's and they were working to solve it. Its now 4.15pm AND STILL NO SOLUTION!!!!!!!! I'm on the phone now holding while the multiple arms of this business keep transfering me, asking me to turn my phone on and off.......and then putting me on hold. I CANNOT RUN A BUSINESS ON VODAFONE WITH THIS KIND OF SUPPORT. I've lost $1000's of dollars today being unreachable with a phone that doesnt work.
6 Dec 2011 03:31:40 PM: Terrible! Sounds like it might be time to invest in a better provider. If they stuff you around anymore then you can go to the TIO and seek compensation from Vodafone. Details are on the 'how to complain' page.

Vodafail.com Moderation Team
6 Dec 2011 03:48:34 PM: welcome to my world - happened to me late last year. can't wait for the class action to get funding......
6 Dec 2011 07:23:21 PM: "Its (sic) now 4:15pm AND STILL NO SOLUTION!!!!!!!" But, the time of your post is 2:14pm on the same day. This is quite an achievement.

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20176 Someone from NSW thinks vodafone is what now? at 3 Dec 2011 02:52:36 PM
so i have been with voda for 9 years!!!

but often overseas..

lists of complains

roaming suddenly stopped working in montenegro. croatia, dubai, and fort lauderdale

could not recharge when credit expired

suddenly can't make calls...for 24 hours-the cost to me exorbitant!

can't have text messaging forwarding to new vodafone number

couldn't multimedia text even though voda said i could (internationally)

could not get a new sim card sent to me internationally after losing my phone...excuse was it is not possible to send internationally....been with them 9 YEARS!!!!!

lara the voicemail woman is rubbish often putting me through to the wrong department

despite working internationally cannot get a new hand set sent to me internationally -- what vodafone has never heard of airmail?

I'm done moving on....sick of there ineptitude and poor service

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20071 Someone from NSW thinks vodafone is EPIC FAIL at 22 Nov 2011 11:02:25 AM
Just rang LARA to complain about appaling connectivity and extremely poor reception, only to be transferred to an operator and then while explaining why I wanted to opt out of my contract without paying the rest of the fee - the call dropped out! So I can't even complain properly. Thanks Vodafone for providing abysmal service when I need customer care.

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19890 Someone from VIC thinks vodafone is *In Lara's voice*: "Thank you for calling Vodafone. We will now try to screw you over as quickly and as thoroughly as possible. Please enjoy my caucasian-sounding voice, as it's the last one you'll hear for the next hour." at 7 Nov 2011 12:36:04 PM
My $29 Jumbo Cap ran out on November 3rd, which I recharged over the phone with my debit card. I was then able to use my phone for the next two days.

All of a sudden, on the morning of November 5th, my phone tells me I've run out of credit. I checked my bank-statement online and, of course, the $29 was on there, clear as day, processed to Vodafone. And yet, it the almighty brick tells me that I've used all my credit.

"Impossible!", I declare, "I could never have done such a thing, as I work very hard all day and couldn't possibly have had the all-encompassing troll-like dedication to use $150 worth of credit in two days!"

So I ring up the help lady, and she's automatically aggressive towards me, which I hate, because I'm so very reasonable and so is my enquiry. I tried to explain to her my predicament, and she is telling me that their must have been a billing issue, and that my payment was never processed on their end, futhermore, they don't have a record of my order.

In order for my recharge to be processed (which, she says, will take 30 days), I have to fax them a paper version of my bank statement.

Why then, oh knowledgable Vodafone lady, was I able to make calls/send texts from the 3rd to the 5th, when I had no credit on the morning of the 3rd? HMM?

Furthermore, the lady tells me that to make up for my inconvenience, they're going to double my credit the next time I recharge. Which is no help to me, as I only recharge because it runs out after a month, not because I eat through the credit, which is why I always get the cheapest option in the first place. Grrrrrr.

Why do they offer these technological services if they don't work?
21 Nov 2011 12:34:51 PM: These technological services DO work. They just don't want it to so that they can screw you over.

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19816 Someone from NSW thinks vodafone is MASSIVE FAIL at 27 Oct 2011 03:13:20 PM
Hey guys, this is a copy of my complaint email to Vodafone, to which I haven't yet received a reply of course.

My complaint:

On Wednesday the 26th of October I wished to call the Vodafone help line (Lara) for assistance with my recently purchased "Pocket Wifi" device. Since my own mobile phone provider (not Vodafone) does not allow for calls to 13,15,1800 numbers, I inserted the Vodafone sim from the pocket wifi and dialled 1555. This was unsuccessful.

I then proceeded to call Sydney's head office on (02) 9415 7000, since that was the only number available for me to dial. After speaking to the operator for a short time she put me through to a call center; I assume from the heavy delay in our conversation, and by the representative's accent, he was somewhere in India/Pakistan. Initially, the person seemed keen to help me, and I was happy with his effort...though it was quite difficult for us to understand each other's English.

A very, very, VERY long story cut extremely short:

I stayed on the phone for 2 hours. During this time I spoke to 16 (that's SIX-TEEN) different people. SIXTEEN PEOPLE. The line dropped out twice, I was hung-up on after holding for 12 minutes for one operator, and even hung-up on by the thirteenth Vodafone employee, after I raised my voice to her when she asked me to verify (for the THIRTEENTH time remember!) who I was and my date of birth etc.

Finally I spoke to yet another man in an overseas call-centre, who told me all I had to do to have my faulty device replaced was to take it into a Vodafone shop. This seems simple enough, but seeing as I bought it online, I thought it was best to check before simply turning up in a shop I'd never been to before and demanding they replace my product.

So it took 16 employees 2 hours to tell me this.

Then today, the 27th of October, I visited Bondi Junction Westfield shopping-centre. The first Vodafone store I went to told me they were "too small" to help me, and had no replacement products. They advised me to go downstairs to a "3 Mobile" shop where I'd be able to talk to Vodafone workers.

I did this, and after waiting 23 minutes to be attended to, finally thought I was getting somewhere. The young man working in the shop was quite helpful and said he'd replace my faulty pocket wifi. Just when I thought this whole ordeal was over however, he informed me that they didn't have any in stock. "No problem", I said. "Just keep my details and let me know when you get some in."
To which he replied, "We're closing in two weeks, no point."

So now, on my day off from work due to sickness, I'm sitting in Mc Donalds in Kings Cross: in order to use the free Wifi: in order to complain about the fact that I have no internet.

If I don't receive at least an adequate reply, from someone who speaks English as a first language (or at all), I will destroy my product with a claw-hammer, and avoid using any Vodafone-related product 'til my dying day.

Regards and terrible wishes,

28 Oct 2011 10:00:17 AM: Adequate reply? Good luck! Keep that claw-hammer handy.

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19608 Someone from NSW thinks vodafone is 100% at 7 Oct 2011 10:52:09 AM

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19607 Someone from NSW thinks vodafone is at 7 Oct 2011 10:51:58 AM
Cant get rid of Lara. tried to get out of call catcher (that i did not ask for in the first place). tested my phone by ringing it and there she is again. Missed so many appts because of call catcher. People are telling me they left messages and I'm telling them i have no voice mail.

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19538 Someone from ACT thinks vodafone is heaps at 28 Sep 2011 12:55:16 PM
I wrote to Vodafone a few weeks ago letting them know that i wish to terminate my service. i am outside of my contract and can terminate at any time. they keep billing me despite the fact i have written to Vodafone at the address for notices. why o why do I have to call Lara my least favourite person on the planet
28 Sep 2011 07:23:44 PM: if you out of contract, and if you wan to move to another carrier, that carrier will switch you accross. You do not have to notify Vodafone.

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19529 Someone from VIC thinks vodafone is Vodafail at 27 Sep 2011 10:50:23 AM
I have several issues

- I live in Melbourne in my lounge room I have 2 bars of reception I walk 7 meters to the bedroom and have no reception at all.
- when I was in Queenstown NZ recently on top of a mountain about to board down wanted to take a photo and I noticed on my phone I had 5 bars of reception!! Full reception in the middle of nowhere what the????
-phone calls drop out everyday and nearly every phone call
-when I want help from 1555 Lara does my head in and then the help desk is in India and they don't know what is going on

I am so frustrated I need my phone 24/7 I'm in the healthcare field and don't have a home phone my mobile I need it all the time and not getting service that I was promised

27 Sep 2011 10:53:08 AM: And to add to that receiving texts 3 days later!!! Not good enough surely they can't be getting away with this?? Not fair

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19397 Someone from NSW thinks vodafone is at 9 Sep 2011 11:13:48 AM
So I texted 1512 a couple of weeks ago to check my data and it said I had 487MB left, then I called 1555 on Tuesday to check over the phone, and Lara said I had 900MB left (my cap hasn't overturned yet)then I texted 1512 again immediately after and it said I have 487MB of data left. I'm just not using my internet until my cap refreshes.
9 Sep 2011 11:15:17 AM: oh and pretty much all my internet usage is facebook anyway, which is apparently free!!

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19392 Someone from NSW thinks vodafone is at 8 Sep 2011 07:02:02 PM
Ive had 2 days with no service despite driving thru 4 different postcodes. Yesterday customer service said I would be contacted within 4-6hrs, my problem was "urgent", their words!Today they have tried to call me but because my reception is so bad the calls have dropped out the minute I answer. I keep saying I will call them and unlock my phone and escape. But I just dont want to devote an hour of my life to a phone call with "Lara". I do however continue to spend unlimited time calling them to complain about no service??? I cant get angry at them anymore because all the smart people have moved tp optus or telstra, and Im still here. Not for much longer. Im finding a spare hour this weekend.
15 Sep 2011 01:14:59 PM: Haha lol, I share your pain .....

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19304 Someone from NSW thinks vodafone is bad at 30 Aug 2011 09:19:40 PM
I gave up on my usb but am stuck on my phone contract until June next year (never again after many years with Vodafone -will move fully to Optus)

Impossible to submit my post box address online for my mail. Their site doesn't cater for that so have tried to phone customer service which I thought would have improved by now. The dreaded LARA's still there so I hung on...had to press 5 x 3 and a recorded voice said I was being put through, it rang then it said ''error number" then just dropped out!!

I can't believe things haven't improved by now FM

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19178 Someone from ACT thinks vodafone is sad degeneration to abysmal service at 18 Aug 2011 08:33:01 AM
I left vodafone after being with them since 1994. I had been persisting with ridiculous service, coverage and drop outs until I became ill. I spent 7 days alone in my house unable to travel. I was unable to conduct business via the mobile. Reception has always been poor with drop outs, Ive lived with it making the call backs when I am on the road. Not being able to use the phone for that time was a serious health and business issue for me.

I paid an amount up front to minimise the exit charge on a phone to $300ish. After months of drop outs and years of dealing with Lara I went to Telstra. I assumed that churning the number cancelled the service at vodafone. Thats was the case with my wife. I have a bill for $1297 including $990 for a cancelation fee. They tell me had I called them before churning they done something however it is now too late now. Add my voice to the clamour. Sad really, they were the best customer service company I had ever dealt with 10 years ago. That acolade no goes to AAMI!!!
18 Aug 2011 09:27:39 AM: That doesn't sound fair, they are the ones charging you and they can decide to charge you less. It would be good to file a complaint with the TIO. In the complaint form you can dispute a bill and someone from Vodafone will call you within 10 days.

The TIO will actually fine Vodafone until the bill is fixed to your satisfaction.

Vodafail.com Moderation Team

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19018 Someone from NSW thinks vodafone is my pigeons are more reliable at 1 Aug 2011 07:54:38 PM
Currently on a fail $79 cap rarely use internet exept for the odd work email or 2 whilst attending family funeral received an sms from fail informing me that I have exceeded my monthly cap my bill is currently $5oo!!!!!!!!! {caught my breath felt chest for any abnormal pains} And than proceeded at the next suitable time to ring customer service after the usual round the world aided bye the confusion of the one only ibot//annoying LARA !Finally touchdown in what i am assuming would be India after the usual language barrier confusion and what can only be described as vodafail intelect I was informed by what sounded to me like a growing more & more excited some what allmost chuckling voice on the other end that i would still have to pay this bill because i had exceeded my cap.{dahhhhhhhhhh} please can anybody help me with a direct attack on the internet to india or at least vodafail itself heres hoping

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18932 Someone from NSW thinks vodafone is Worst National Provider at 26 Jul 2011 10:37:58 AM
Poor reception (if any), constant drop outs. Tried to call voadfone to complain but when I finally got to talk to someone from India (After 3 minutes with Lara) my phone lost all reception. I have opted to leave the phone in my top draw until my plan is finished and just use a pre-pay telstra card.

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18898 Someone from NSW thinks vodafone is Could not be worse at 24 Jul 2011 09:18:40 AM
LARA just does not understand anything - she is a waste of time.

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18878 Someone from NSW thinks vodafone is coverage at 22 Jul 2011 11:35:20 AM
AFter many issues with no coverage whilst working on the central coast, i am now in the hunter valley and have the same issues - checked vodafone website and it states
Unplanned Outage Current From 13:00hrs on 21/07/2011 some customers may be experiencing issues accessing Voice and Data services in the Lower Hunter Valley area of NSW.
Vodafone TT: 629927
DOES NOT STATE I WILL HAVE NO COVERAGE!! i cannot receive or send texts or calls either!

Cessnock and

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18843 Someone from NSW thinks vodafone is Extremely at 20 Jul 2011 08:18:20 PM
After 7 months on my HTC and never once coming even closer to exceeding my 4GB limit, I receive a msg from VF stating that they will discinnect me as I have reached $555 of data in 2 weekds!!! After trying to cal, I realised I had already been disconnected. When I get past Lara, they tell me I have racked up $1100 in data in 2 weeks, over and above 4GB. This is 10GB of data, something like 10 movies or more!!! I have not changed the usage of my phone nor have I changed any settings to allow this much data to be downloaded. THey can't help me now as the bill has not been issued and to continue on my merry way and it will be sorted out at the ehnd of the month, wheras possibly another $1k of data could possibly be downloaded.After 1 1/2 hours of not being able to resolve this with Mumbai, I gave up Today I recieve a msg stating because of my excessive usage my international roaming ahs been disconnected (I havent been overseas for 1 year), again I try and call and again they have disconnected my phone. I now sit here typing this with no phone and a bill of $1200. Tomorrow morning I am marching into my VF shop and disconnecting. I can't believe after 12 years of paying all my bills on time, this is the service I have to put up with!!! NO MORE VF!!

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18754 Someone from VIC thinks vodafone is pathetic at 18 Jul 2011 01:22:40 AM
sort yourself out vodafone! Im OVER your constant drop outs! Constant cut outs! and LARA you NEVER understand what I say!? Internet.....................WHAT a NIGHTMARE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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18629 Someone from QLD thinks vodafone is bunch of lying, thieving criminals at 5 Jul 2011 11:52:47 AM
21 Jul 2011 09:50:01 AM: I am currently have partially experiencing of what you have. I am actually living in City Fringe of Brisbane which is within 2km from CBD Central.

This month I have realised that there is an excessive quota recorded against my account which costed me more than $300. This is due to my internet did not disconnect for 6 days and during this time I have restarted my phone as I experienced very poor internet service. I contacted customer support straight away and later on their technical support and they only willing to give me $60 credit.

I have then written an email outline my request with reasons but they responded me to liaise with their technical support and billiing team whom cant help me any further. They are just ignoring my question. I guess I will go TIO as soon as I have received my bill this month too.

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18485 Someone from NSW thinks vodafone is has upset 16859 people! at 21 Jun 2011 05:21:20 PM
Dear Vodafone, you lost your credibility when you decided to hire an indian call centre to deal with angry customers. If you have angry customers before they dial 1555, why on earth would you try piss them off even more by having untrained employees who speak english but don't understand it, do your dirty work...

After waiting two weeks to receive my Broadband modem that took several endless phone calls, that resulted in having to pick up my own parcel, I had to call yet again (there's a shocker!) I was charged during the whole two weeks of NOT having my modem let alone using it. I also asked for 6GB not 500MB (is that even a valid plan?) Have some commonsense what on earth will I do with half a GB, 'receive 2 emails' and I'm over my cap?!!! Let's not even mention my internet would not work until 10 minutes ago, and that's no thanks to Vodafone!

Lara: 'HI. I'm Lara, if you would like to talk to me using your keyboard please press #1, if you would like to talk to me like normal using a few words press #2'

Me: Fuck no! #1 it is...

(Please be patient while they transfer me to 5 different departments...)

Real name unknown: 'Hi, I'm Daniel...'

(Yea alright, that's just the name you've been given to disguise your indian name)

Real name unknown: 'Can you please read out your phone number and confirm your name and birthdate?'

(WTF for? I already typed it on my keyboard while getting through to you, and you have it on your screen in front of your face!)

...After delayed responses and asking me 'how my day is' not that I have time to respond, but still I'm polite and respond.

Me: '...I purchased a mobile broadband dongle over the phone from a Vodafone representative, I didn't get it until yesterday. It has informed me I only have 500MB of Data.. Why? I'm on a 6GB plan'

Name unknown: 'hmm, okay hold on I will check for you...'

(On hold for 5 minutes I kid you not.)

Name unknown: 'Your on the infinite plan, the $99 you only receive 3GB of data'

(Are you fucking shitting me right now?...)

Me: 'No, no, MOBILE BROADBAND not my phone plan a separate transaction under the same name!. I want to know why I only have 500MB of data and I should have 6GB, which would be around 6000MB not half a GB!!!'

Name unknown: 'One moment I will check that for you...'

(Ten minutes later...no joke, I'm willing to show my call history)

Name unknown: 'Yes 500MB is half a GB, and 6000MB is 6GB, that is correct anything else I can help you with?'

(WHAT A JOKE! I did not wait 20 minutes for some clown to confirm the difference between GB and MB, Google could have answered that within a second...)


Have an amazing life 'Daniel', I hope the $3.20 per hour you receive will keep you intelligent.
Vodafone, enjoy your early retirement/grave, I hate Telstra for the same customer service reason, but god do they look like a diamond standing next to you.
21 Jul 2011 09:57:49 AM: You are a racist idiot!
27 Jul 2011 10:12:18 PM: Racist Idiot - bit harsh. I am sick too of having to repeat myself or asking them to repeat things several times because I can't understand what is being said. I have hearing difficulties and accents make it more diff. for me to understand. It would be the same if it were a strong American or whatever accent. I have seen the studies that say that telemarketers (etc) from other countries use western names to make u feel more comfortable (ha!) Now isn't that a bit racist thinking that we would be more comfortable if we didn't think he was a 'Sanjeev' or whatever. Today I got transferred from Vodafone to 3 and back. Everyone I talked to was Indian. I don't have a problem with the heritage - I want jobs for Australians. Of course I COULD have been talking to three Australians who migrated from India but I think that unlikely.
6 Aug 2011 09:22:22 PM: No, thats not racist at all. It's not unreasonable to ask for a good service for what your paying. So what, bringing up the word "indian" makes you racist? Your an idiot
10 Aug 2011 05:20:23 PM: I'm Indian, but I don't "sound" Indian, but I can tell you that sometimes the accent can really grate on my nerves...but I agree, it wouldn't make any difference what accent it was. The lines/connections to customer service are always crap, compound that with the fact that you are on hold and/or transfered numerous times only to repeat your story like an LP...it's generally not a happy place that you're at in the first place so it is easy to get frustrated with a rep of Vodaphone. And that's what they are - a representative. It is the upper eschalons of companies like Vodaphone that make the decision to have call centres out of Australia. I can't see the current situation changing from outsourcing call centres overseas back to Australia happening soon, and therefore these jobs will remain overseas. In the meantime can I suggest an alternative - go into a Vodaphone shop - they should be able to I went into one to change my plan just so that I didn't have to be on hold, transfered around etc.

My only issues with your post is the second last line of your post...."Have an amazing life 'Daniel', I hope the $3.20 per hour you receive will keep you intelligent." This just makes you sound like an ass and unintelligent. I know you've been frustrated beyond belief, but there's no need to be ugly about 'Daniel' and his life, hourly rate and intelligence. And by the way - my name is Charmaine...rather western don't you think....my last name's rather western too. I was born with that name....and 'Daniel' could have been born with that name as well. There are LOTS of Indians with 'western'...or more correctly biblical names. Yes, there are some studies about telemarketing/call center tactics, but this strategy of changing names is not news.

If you can say that Telstra looks like a diamond next to Vodaphone, then you have yet to experience the bullshit I've had to deal with - and you should see the collective times of my call histories with them...err total all up to resolve 1 problem was 6+ hours!! All these companies the same Telstra, Optus, AAPT, Primus...and by the way, there WORST experiences I've had to date has been with Foxtel - yes I know it's not in the telco mobile content that's being discussed, but my point is about their customer care which is in Australia where you get to speak to a good olde Aussies who holds a call center job in OZs is absolutely SHIT. Go into a Vodaphone shop.

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18365 Someone from NSW thinks vodafone is rediculously at 9 Jun 2011 08:59:52 PM
1/never get coverage at work or home after vodaFAIL convinced me to rejoin with promises of better service within 3 months. 6month later = FAIL!
2/Lara.... that bitch is stupid
3/never get internet service
4/ will be contacting them tomorrow onece AGAIN to sort something out.
11 Jun 2011 01:47:25 AM: Loved this one "2/Lara.... that bitch is stupid"
Was on Vodafone and switched to Virgin :)

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18285 Someone from NSW thinks vodafone is I'm Getting Divorced ! at 4 Jun 2011 04:01:03 PM
Gosh..... Where do I start!
I've been married with Vodafail for 15 years.
I'm a self employed Mobile hands free technician,
Yesterday (one of many countless days)
a customer left a voice mail at 11.00am, I received the text at 5.00pm,,,,, Yeah great for business.
I would have full signal, my phone wouldn't ring and it would go straight to voice mail, so i dug deeper, and did a few tests of my own, if i was indoors with my phone on 3G, i rang my phone from a land line, 7 out of 10 calls would go straight to voice mail. if i turned 3G off and had it on GSM only, lookout my phone rang every time, so you can imagine how many business calls i lost in 15 years! I had to leave my phone on GSM only.
Id be talking on the phone with full signal strength in the car with cradle and external antenna and it would drop out. Not to mention receiving text messages days later.
Lara needs English lessons and so do the call centers in India.
Now lets talk about mobile Broadband,
I purchased a Mobile broadband USB stick, inside the box it says that 3G Broadband speeds of up to 14.4 Mbps LOL, I cant even get 1/10 of that speed,
in fact its about 600-800 Kbps! (is that dial up speed)? And that's with a strong 3G signal or HSDPA.
You can only take so much, my business suffered, and now its time for a divorce!
Kind Regards JB

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18200 Someone from NSW thinks vodafone is Very at 30 May 2011 09:46:59 PM
Apart from the continual 'no network' signal in my inner city area of Sydney (infrequent to no reception right in Darlinghurst Sydney if you can believe that ) continual dropouts and inability to use 3G along with late SMS messages, the piece that ticks me off is that Lara never seems to work efficiently and customer service, whilst continually repeating the company polished standard apology for every bloody thing yet not concerned one bit since earning rupees are all they are there for etc etc apart from all that I had my phone service barred THREE times in succession in one week on the back of SMS messages warning this simply because of an unusual spike in phone usage - due to two week overseas work trip where I had to use the phone. All owed monies are debited from my business account. It is a business phone and I have been with voda for 14 years yet as a CEO of a company I had to call and wait for customer care to refer the matter on to the technical dept for reconnection only to be disconnected again - three times around the merry go round I went. And does the Bangalore brigade really care? I think not since negotiating the complicated construct of Lara and getting to the right people makes me believe that every mental effort of the powers to be at VF is being suborned to device a customer call number guaranteeing a high attrition rate amongst callers out of pure frustration.
I really just want to know how I can get out of the current plan if at all possible because of poor service in every way.
31 May 2011 05:57:58 AM: You have tried to resolve the issue and have appeared to be unsuccessful, the next step is the TIO, takes about 10 minutes max to complete their on line form.

The TIO details found on the How To Complain tab at the top of the page.

Vodafail.com Moderation Team

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18151 Someone from NSW thinks vodafone is MASSIVELY at 27 May 2011 02:25:18 PM
I hate LARA! I want to meet her so i can scratch her face off with a cheese grater! My vodafone issues have been going on for almost 3 years now. When i lived in bondi they said my poor reception was due to my location. When i moved to cronulla they said the same thing and that their "technical team" are looking into it. Im again on the phone to them. This time they are offering to send another "imaginary technical team" to find out why my area has no reception. I absolutely despise this company. The next operator i speak to that can not speak english is going to cop it!

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18116 Someone from VIC thinks vodafone is Failed at 24 May 2011 09:11:30 PM
Broadband modem service in East Melbourne is unuseable. DNS response timing out over 999ms and the network analyser giving up. %Packets lost exceeding 50% consistently up to total failure ! Literally screaming at the USB modem !!!
Want my service cancelled and my money refunded.
To top it all off, they shut off the customer support??(Oh I hate Lara) line after 20:00
24 May 2011 09:15:38 PM: PS, forgot to mention of course the billing errors on the service, another issue as well. Sigh. VODAFAILs again. Think I had just better walk away and give up on this company. Shame Vodafail, shame!

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18105 Someone from NSW thinks vodafone is turning iPhones into iPods EVERYWHERE at 24 May 2011 11:50:51 AM
18104 has prompted my memory and hence to alert everyone to a kind of work around....

So, the situation....Looks like you have reception, but can't make a call. It just keeps saying call failed after about 30s-1min

Then, call 1555....wait for Lara to tell me that they have a fantastic call recording service, and it still works well.....
Hang up in her ear, bleating expletives.......

Then, make your call and it goes through.......!

So if I was an out of control conspiracy theorist, I would be assuming all sorts of machinations of electronic decisions being made about if a phone can get through or not and it being decided that... because I wanted to call customer dis-service that I should be let through, but if I wanted to say....call my mother in hospital, then I cannot get through.

Lara has a direct line to Jimmy Baker it would seem.

I hope that someone somewhere uses this workaround to their advantage, say....when you've just had a leg ripped off by a tiger in Wagga Wagga and need an Ambulance. Sure, tigers aren't native to Wagga Wagga, but there's more chance of one singing Puff the Magic dragon in the main street than making a call with my iPod3GS.


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17963 Someone from NT thinks vodafone is Lara dosn't understand at 14 May 2011 11:06:25 PM
Lara the automatic vodafone msg voice is so sensitive to noise my sister watching tv in the other room was confusing her and making her stutter and tell me who hadn't even said anything yet to say it again and more clearly. she was sending me in circles for 45 min until she finally put me on hold to talk to someone. i then had to wate for 35 min to talk to someone.
17 May 2011 04:04:56 PM: They are getting rid of Lara all together in a few weeks time. It will be a dialled operator system like every other telco now.

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17874 Someone from NSW thinks vodafone is Mightyfail at 10 May 2011 01:38:05 PM
major reception issues and voicemail received 24 hours later... called to speak to them about the issues and Lara disconnected me twice nice work Vodafone!

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17767 Someone from NSW thinks vodafone is VERY FAIL at 6 May 2011 10:01:32 AM
I have call barring activated because i forgot to pay my bill. I just paid on phone and Lara tells me that they're having technical difficulties, could i please hang up and try again? So i tried again and she says you're not calling from a mobile, please hold... that was 15 minutes ago! I just want to pay the bloody bill!

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17744 Someone from QLD thinks vodafone is So fail at 5 May 2011 06:56:29 PM
On hold? My phone has been ringing for 22 minutes without even Lara picking it up. Aaarrgghhhh

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17677 Someone from NSW thinks vodafone is Historically stressed at 4 May 2011 03:43:42 PM
Everything was wrong. Call quality; drop outs; invoices not arriving by email as I apparently changed it; call centre merry-go-round; Lara!!; emails not sending; SMS taking hours to leave a handset; new handset - got a virus; lied about "cooling off period".


Finally agreed to release from one contract without penalties - had to return new handset, and another for drastically reduced penalty.


No satchel arrived to return phone; second satchel requested; two satchels arrived; phone returned; verbal agreement not on record; $2,000 bill; angry customer; phone not recorded as received; helpfull supervisor (in India); Australia Post system confirmed return of handset; returned phone located as received in different system; verbal agreement found and accepted; final bill for legitimate voice calls waived due to further disruption (i.e 1 hour call to complain about $2,00 bill).

Faith restored - will not discount them as potential supplier when they get their mess sorted out.

They know that they have some serious problems, and if you get through to senior people - they seem to do the right thing.

If you are unhappy (as I was), then complain and see what they will do.

4 May 2011 06:29:46 PM: How did you escalate to chase up the satchel after the first one did not arrive
5 May 2011 10:01:44 AM: I have a similar issue.. the satchel didn't arrive so i have not chased them up,.. nor have they chased me up... when they do i'll return the handset.

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17672 Someone from NSW thinks vodafone is Massively at 4 May 2011 03:18:49 PM
I have spoken to the Indian Lara, our call got cut off. She tried to call me back, once and couldn't get through. So she sent a text saying she couldn't get through. Is this Lara bird just stupid ? or is the service level and urgency for issues set to zero ?

But of course, my service has been cut off because I missed a payment by a couple of days and yet I cannot get a slowdafone person to call me and sort out anything.

Email via the official site get the response, "We haven't heard from you again so we are changing the status to fixed"

Fixed ? !!!!!

It's a big F OFF from me.

12 years with them, and the last year has been CRAP !!!!!!!!!!!!!!!!!!!!!

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17582 Someone from VIC thinks vodafone is extreme at 30 Apr 2011 02:14:50 PM
I was told i had coverage before i signed up for a 24 month contract, i have a new galaxy s. I live 30km from geelong and 50km from Ballarat, i can't make calls or send pxt messages and hard to get onto the internet. I have only had this phone for 4 weeks. Very frustrating indeed as i can't keep in contact with my children or my sick mum.
Not Happy at all, is there anything i can do to fix this situation.
2 May 2011 12:46:27 PM: Contact the TIO, They will assist you in getting out of contract, debt free :) goodluck, let me know how you go

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17539 Someone from NSW thinks vodafone is Complete fail at 28 Apr 2011 07:28:22 PM
Vodafone has the worst customer service I have ever come accross. if you go into a store it takes forever to get served and half the time they cant help you anyway. Many, many times I rang vodafone for assistance only to be put on hold for ages at a time or transfered endlessly from one person to another, each time having to explain my problem and then be told "I cant help you, I'll just put you through to some one else." Another issue with vodafone's customer service is that 'Lara' freak you have to talk to at the start - what happened to having a real person?? Why would anyone want to speak to a machine??

I could go on forever about vodafone's terrible customer service, but it just makes me angry thinking about it. For the rest of my life I will never, ever use vodafone again - they are completely useless and a joke of a business

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17507 Someone from QLD thinks vodafone is failing fast at 28 Apr 2011 11:25:17 AM
i thought my girlfriend was going cold on me, nah it turns out her texts dont get thru to me, mine dont get thru to her and when she rings me it goes straight thru to voicemail and i dont get told about it for days...eg today thursday at 11am i got a text saying i had 3 voicemails, this was the first notification of it... from a missed call from her thursday a week ago...the same goes for when i ring her. we just laff about it now, and realise that were fine, but well vodafone isnt....
if i didnt hate telstra more i wud leave but im keeping my options open, as for automated voice service known as 'lara' utterly useless
re vodafail its good to see im not alone they need a rocket and australian client service would be nice.. ive already dropped vodafone internet, what a mission that was...TB

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17366 Someone from ACT thinks vodafone is useless at 26 Apr 2011 10:01:30 PM
coverage is useless all over and constantly drops out....delayed messages about one hour.....hate lara when trying to phone ......

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17354 Someone from NSW thinks vodafone is Too many drop outs and no reception at 26 Apr 2011 09:14:18 PM
What annoys me is the fact that they can break the contract without a fine, but if we break the contract we have to pay. I have constant drops outs and no service, I am sick of talking to Lara (automated voice), and when I finally get to talk to someone, my phone drops out. As soon as my contract is up, I'm saying GOODBYE to Vodafail
27 Apr 2011 02:21:34 PM: How have they broken the contract though? Pretty sure there's no mention in the contract up providing 100% perfect service at all times. Hell no Telco offers that because they know it's not possible to provide that.

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17346 Someone from VIC thinks vodafone is Big Fail at 26 Apr 2011 09:01:20 PM
were to begin...
i have been with vodafone for almost 8 years now and i have never had a problem with my pre-paid account which i just top up every 3 or so months. but it was late last year when one of the 'brain dead idiots' at vodafone thought hmm we aren't making enough money so we will merge with 3 change everything on the computers make LARA 250% more annoying make all calls to customer care go to some indian guy who doesn't understand a thing make you wait on hold for at least an hour then hang up on you (yes hang up, i am one of the lucky ones in geelong who actually has reception 90% of the time) transfer you 101 times only to be transfered to the nokia support centre and finally back to lara who says "we are unable to help you with your call today please try calling your local vodafone store" *calls local vodafone store* sorry we don't have anyone here in store to help you at the moment call 1555 where lara can help you.
do i need to keep going.... ??? vodafone stop being gready and go back to the way you were 3/4 years ago where everything worked.

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17314 Someone from ACT thinks vodafone is they havmt succeded in anything at 26 Apr 2011 08:08:44 PM

HELLO EVERYONE my names Lara from vodafone .. PRESS #1 if you have no reception ..PRESS #2 if you have no reception .. PRESS #3 if you have no reception ... PRESS #4 if you cant send sms .. PRESS #5 if you cant make or recieve phone calls and PRESS #6 if you dont have any reception .. we will then put you thru to a guy in india .. he will talk to you and try to calm you down .. he will lie to you and make false promises .. you will the hang up and leave us alone for a few days and then call back to got thru these steps.
17 Jun 2011 10:23:20 PM: #Press 7 if you want to have sex with lara in mumbai!!
27 Jul 2011 10:17:33 PM: Press #8 If you're dumb enough to believe her name really IS Lara

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17287 Someone from NSW thinks vodafone is never good at 26 Apr 2011 07:21:14 PM
Sometimes when i get lonely at nights i call vodafone just to hear Laras voice .. I love the way she navigates me thru the menus like im a retard ..
sometimes when im really lonely she put me thru to Darren ( a guy in india or sudan who real name is probably sanjit or GopoRembe ) .. i ask him what the weather is like in hes country and a few other questions all the while hes thinking im going to get to my problem .. i then hang up .

I then fall asleep after making a long overseas phone call.

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17262 Someone from QLD thinks vodafone is poor radio reception at 26 Apr 2011 07:01:56 PM
Just about any location on Bribie Island in Qld has poor reception from Vodafone. It has been this way for some years. Inside some buildings on the island, for example the RSL Club, have absolutely no Vodafone signal unless you walk ouside the building. Indeed even at my holiday unit in Bellara. I have to go outside onto the balcony to have a successful mobile phone call. Mobile internet coverage for my laptop computer is also a touch and go thing in my unit. Dropouts occur regularly.

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17179 Someone from WA thinks vodafone is a joke that is getting worse by the day at 26 Apr 2011 06:43:01 PM
I have been with Voda since 2000 and have experienced pretty much all of the issues suggested - dropped calls (often 3-4 times in the one conversation), wrong bills, on hold for an hour, hopeless customer service (I am meant to have an account manager - they keep quitting !) and don't get me started about Lara (who they don;t program to recognise "shut the F up").

How do I get out of the contract that is due to expire in Sept ? I think 11 years is enough loyalty to get an exit bonus (or is that bonus exit ?)! If I have to keep a log of all the issues from now on it will only make me worse.


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17101 Someone from VIC thinks vodafone is Massively so at 25 Apr 2011 01:40:48 PM
It would take hours to write the story, these are just the highlights:
1) Started in July 2010 - ordered a Nexus One on a plan via the Vodafone web-site - numerous delays in delivery - it was next week for six weeks, but no notifications or updated order status, just hours on the phone listening to Lara telling me how important my call is...
2) after 6 weeks I was told it wasn't available despite still being advertised online
3) Changed to Samsung Galaxy S - more delays
4) Finally had to go to a store to get it sorted (thanks to the girls at Vodafone Camberwell)
5) Reveive phone 3 montsh after ordering
6) The otherwise very helpful girls put me on a different plan than what I had originally signed up for - no IDD calls included in cap, which was one of the reasons I was switching in the first place
7) More listening to Lara, she really needs to go and get an upgrade, finally told that the plan I had originally signed up for was no longer avaialble
8) Truth be told, I was so over it I did nothing for a couple of months until the first bill shock
9) This time went to the Vodafone store at Southland, great service despite their obvious battle with inadequate and unbelievably slow data systems, finally got on a plan that suited my usage and got a substantial credit
10) Credit not processed, my service was vut off even though technically speaking Vodafone "owed" me money at the time
11) Unable to log in to my MyVodafone (because my phone had been cut off, I presume)
12) More time with Lara (I really don't like her any more) got back on
13) Unfortunately still have 18 months left on my contract, will never, ever come back after that, can only hope I won't have to talk to Lara or anyone else at Vodafone again!

Oh, i forgot, tried to log in to myVodafone to find last months bill, system was down and redirected me to the WebSpehere login screen instead - really classy.

But the real issue is what must be a complete lack of Corporate Governance at Vodafone, how on earth can the CEO and other senior managers still be in charge after what history will no doubt show up as one of the worst managed company mergers in Australian corporate history?

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17045 Someone from SA thinks vodafone is so much fail at 24 Apr 2011 08:51:25 PM
Once 'Lara' called me three times in one day, I missed the first two calls, and considering the number was private and they kept calling I thought something was seriously wrong with someone I knew or something. When I finally picked up the last call it was just bloody Lara talking about some new offer that didn't even apply to me since I was on prepaid and not on a contract. Vodafone is just annoying.

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16945 Someone from ACT thinks vodafone is WORST EVER at 24 Apr 2011 05:09:25 PM
Once again, a nation wide problem where we can't send messages. It's Easter! You think this stupid, shitty network could get it together for one day. Not to mention the fact that I have tried calling Vodafone 15 times in order to find out what is happening. In those 15 times I have not gotten through once, I have been forced to wait over 10 minutes each call, I was hung up on, my call was terminated, or there was a 'technical error' and i had to 'hang up and call again'. Not to mention that 'Lara' pisses me off, and the hold music SUCKS. My plan finishes in June and I will not be going back to this stupid, useless, overrated company that has NO idea how to deal with ANYTHING.

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16903 Someone from WA thinks vodafone is F*CKING SHIT at 22 Apr 2011 10:45:18 PM
I'm on the $49 cap and only getting the usage and data for the $39 cap, and have been for 3 months without me noticing. Called Vodafone and waited for THREE HOURS of being reassured by Lara that my call would be answered soon, and being told to 'hang in there', eventually got to talk to an arrogant representative that spoke very broken English and could not understand the issue, after which I asked to be transferred to his supervisor who then after another 20 minutes of being on hold eventually fixed the problem, and after I arguing with the man for 10 minutes he reluctantly gave me 5 months free.

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16901 Someone from ACT thinks vodafone is dog poop at 22 Apr 2011 03:10:27 PM
I am thoroughly sick of getting spam SMSs from vodafone advertising services and promotions I will never use. The worst was the spam recorded phone call I got from them - pulled over the car to answer the phone and got "Lara" from Vodafone. FUCK OFF!

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16888 Someone from NSW thinks vodafone is Its sooooo bad at 21 Apr 2011 03:44:01 PM
26 Apr 2011 03:08:37 PM: Marsh lost my insurance claim when my phone was broken and left me paying for a phone I couldn't use for months. When they finally found it despite telling me they were sending me a new phone that never happened. I had to call them up only to find out they couldn't replace my phone as it was no longer available. In the end I bought an iPhone outright and they agreed to reimburse me. What a fuckaround!

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16821 Someone from WA thinks vodafone is No Better at 17 Apr 2011 01:15:15 PM
Have paid my bill via the internet, credit card has been charged but no receipt number has been forthcoming. Spoke to Lara who told me to call back tomorrow. Managed to get through to the call centre who put me on hold before informing me that they were unable to tell me if the bill had been paid and advised me to wait for 24 hours. Have now reached the point of no return.

Question - How do I get out of my mobile contract, billing problems and poor reception are a nightmare.
17 Apr 2011 05:41:43 PM: lodge a complain here: http://www.tio.com.au/ComplaintForm/ComplaintFormS1.asp

and English speaking person will contact you, and you can get out without any fees, plus get a partial/full refund on serivces rendered since September 2010 when problems began - be persistant and insist on a refund on what you paid and keep reassuring them that your service (that you paid for) was non-existant!
18 Apr 2011 01:46:35 AM: Thanks for the advice, I'll do this in the morning and let you know how I get on.

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16797 Someone from WA thinks vodafone is Epic, Epic Fail at 15 Apr 2011 12:03:18 AM
Long story is long.

I only switched to Vodaphone around a month ago. I had started having problems with Three (bad data coverage, late SMS delivery - or no SMS delivery at all, a monthly bill that seemed to be a rip off in comparison to the mobile contracts of my peers etc etc) and after two ranty calls to Three customer care, a nice man from Three called me at seven am on a Saturday, apropos of nothing, to offer me A DEAL.

And because I am a sucker, I took it - despite a chorus of my well informed friends screeching "NO! NO! VODAPHONE IS THE DEVIL!" at me. And despite the fact that I knew, in my heart of hearts, that the problems I was experiencing with three (excluding the rip-off plan I was on) were probably linked to the merge with vodaphone.

They lulled me with their siren song of opting out of my contract, a brand new handset, and zero cancellation fees. And now they have me right where they want me: on a 24 month $45 infinite plan, with $10 handset repayments every bill.

At first it wasn't so bad. I did notice some patchy connectivity, especially with data coverage, but it didn't really cause me any major inconvinience. I am not -terribly- bothered if I can't check into the train station, on foursquare, on my way to work in the morning. Sure, it's a service I am technically paying for - a reliable internet connection of my smartphone - but hey, what's the very occasional outage, right?

Only in the last two weeks, it hasn't been the occasional outage. It's been 'no internet for you!' at least 50% of the time, despite the fact that I live ten minutes from Perth city, work in the CBD, and rarely venture farther afield than the inner suburbs.

And then there are the calls that people apparently made to me, that...I never got. Strangely this seems to mostly happen when other vodaphone customers are trying to call me.

And then yesterday, I experienced exactly the same problem that I was having with three last year. I had arranged to meet a friend for coffee, but a work meeting ran late and I had to text her to cancel (couldn't call as I was in a meeting). I sent her a message and received no reply, but figured maybe she just hadn't seen the need of a response. Around forty minutes later, I got a message from her saying "I'm here...where are you?". I sent her another text reiterating my first message, and adding "...did you not get my first text?".

No reply for awhile, then another twenty minutes later "...um, ok, well I've waited nearly an hour now so I guess we'll catch up another time. Bye."

Vodaphone. This is bad. When I tell my friend, later, "Oh shit I am sorry, I did send you a text! I don't know why you didn't get it!" it is going to sound like a crappy excuse. In fact, it IS a crappy excuse, because I've just wasted forty minutes of my friend's time because of your fucking fail telecommunications. You know the irony? Yup, SHE TOO IS A VODAPHONE CUSTOMER. So, basically, you can't even send text messages between users on your own damn network? Seriously?

Now obviously in this case, no greater tragedy befell either of us due to this telecommunications glitch. She got forty minutes of her time wasted, and I feel like a dickhead because of it. Nobody got hurt. Nobody died. But what if I'd been trying to make a call to emergency services? Or organise something more pressing and important than a coffee with a university colleague?

I'm not naturally a 'complain-y' kind of person, but I called vodaphone customer care today to chase up these issues (my data coverage, and this issue texting this friend of mine). I made it very clear to 'LARA' that I was making a complaint, and was put swiftly through to a customer service rep (points to vodafail for this one - at least I wasn't on hold forever).

The lady I spoke to was a very good listener, but did not offer me anything in the way of empathy or support. There were lengthy pauses after I'd spoken, and at length, the best she could do was offer to put me through to tech support. Now, to be honest, having called vodafail with a legit complaint, and having made it clear that I don't feel this is a problem on 'my end', and that I am very dissatisfied, I kind of expect to be offered some form of compensation. Obviously I am deluded, in that regard, but anyway...

She put me through to tech support, which seemed a bit pointless since I was pretty damn sure none of this was my problem, but I went along with it anyway, thinking perhaps tech support might enlighten me as to what sort of network issues they were experiencing that would mean someone ON THE SAME NETWORK was unable to receive my messages.

I reiterated the same story to the tech guy, who gave me the knee-jerk response of "Have you tried turning it off then on again". To which I replied "Yes" and reiterated (again) that this was a problem I had previously had when I was on three, that I knew other vodaphone customers had had problems with data coverage and messaging, that I was pretty sure it was an issue on their end, and that I was very displeased with it.

He then proceeded to ask "...what do you want me to do about it?"


The customer service/tech guy at vodaphone sullenly demanded WHAT I WANTED HIM TO DO about my problem.

I was pretty dumbfounded by this, to be honest. I replied that I had really only called up to register a complaint, that I was fairly certan he, personally, could not 'fix' my issue, but that I was hoping that by registering it as a problem he could tell me a) whether other people had been experiencing the same issue and b) what VODAPHONE were going to do about fixing it and/or compensating me for a service that I was paying for and not getting the full use of.

He proceeded to ask me for the number that I was calling from. I should note that he had already taken this number down when he first answered my call, so quite why he needed it a second time, I don't know. Then he asked me for the number I was having problems texting (this is after me having to explain, repeatedly, that I was able to successfully call and text SOME numbers, just not this particular one - that I knew of). I had to go into my phonebook to get the number, but I managed to read it out to him.

After he had taken it down, he talked to me for a few more minutes, then said "...so what was the number that you were having problems texting?"

Um. Really? The number I gave you a minute and a half ago? The number you JUST WROTE DOWN (presumably?). THAT number?

When I informed him that it was the number I'd just given him, he mumbled something that I didn't quite catch. I then asked "Sorry, what was that, I didn't quite hear you?"

The line was silent.

"...sorry?" I asked again "I didn't quite hear what you said?"



At this point I checked to see if the call was still connected. It was, but Mr Vodaphone didn't feel like talking anymore, apparently. I was so sick of the whole 25 minute conversation, at this point, that I just hung up.

I should also note that my first bill, which should (I thought) have been $55 (45 infinite + 10 for handset repayment) was $86. When I called about that, they informed me that as it was my first bill I was charged from the moment I began using the service, and for the subsequent billing period, but honestly I am a bit lost here. Does this mean I'm now paid up for a subsequent month? How does this work? Looking at my bill online, I certainly don't see that I've gone over my data or anything, so it shouldn't be additional fees for going over my cap - they've charged me for a month + the one or two weeks I was using the service before the billing period kicked in? I want to see a itemised explanation of this, but I assume I'm not going to get one...
15 Apr 2011 12:28:33 PM: i have had this exact same problem with the coverage for text messages, except it only sends messages which are less than 1 part in data charges, otherwise the message seems to not get through. if i try and be smart to get around it by sending two separate 1 part messages, neither of them make it through. i don't know whats going on there, i'm not even going to waste my time calling customer service after reading your post, the only option seems to be to ditch this crappy service and go with someone more reliable.
15 Apr 2011 01:02:29 PM: you have to make a complaint here: http://www.tio.com.au/ComplaintForm/ComplaintFormS1.asp

it takes 5 minutes, you'll speak to an Australian (and usually a pretty smart one), and they will actually achknowledge your problems AND issue compensation. PLUS there's the added benefit that when you lodge your complaint, Vodafone actually get fined =)
30 Apr 2011 10:20:24 PM: If you read the contract when you connected with Vodaphone it says (paraphrased) that you will receive two charges in your first bill, the first is a pro-rated amount from the time you start using your new Vodaphone service until the time your billing period starts (appox. ten days from when you sign your contract), the second is your first bill in advance. The pro-rated amount is a case by case basis, however if it transpires that your are already at your first billing period i.e. through a migration or something to that effect, then they will simply charge you the first month as would normally have happened, then the second month in advance. It all works out in the end and you do not get overcharged.

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16747 Someone from NSW thinks vodafone is massive fail at 11 Apr 2011 11:18:28 AM
12 Apr 2011 12:28:51 AM: If you aren't getting anywhere with Vodafone (likely) then you might want to contact the Telecom ombudsman. They can get Vodafone to solve your problem or recover incorrect charges. No point paying for a service you aren't receiving.

Vodafail.com Moderation Team
13 Apr 2011 12:04:53 AM: So they offered basic troubleshooting and further troubleshooting if all else fails. This is a resolution. What more do you want? Vodafone can't account for your level of intelligence and therefore would have to cater for a majority of people who have a very basic understanding of troubleshooting technology.
18 Apr 2011 12:06:09 AM: Have you actually done any of that troubleshooting? Did you write back and tell them so?

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16604 Someone from VIC thinks vodafone is at 1 Apr 2011 04:41:46 PM
As a employee of Vodafone in the contact centre, I feel for the many people who I deal with everyday over the same issues. Thankfully im with optus, and have been for 15 years and no way am I switching just because of my employer.

Having worked in call centres since the begining of time I take pride when countless times a day I hear "Thank you! FINALLY some one who can speak english and understand my point of view" Sadly im not superwoman and cant take all your calls personally. I can assure you that you get nothing short of 100% empathy,respect and fantastic service from me.

I wish the same could be said about my co workers. I do liken the place to working at a zoo sometimes and am in total horror over the rudeness and attitude I hear them coughing out.

On behalf of my co workers, im sorry for the crap service you recieve. On behalf of my employer im sorry for the crap service and "were working on it" just isnt good enough!

Please dont think all call centre employees are crap, there are good ones out there (like me).

When you say "i want to disconnect! you guys suck" and you hear the silence on the other end of the phone, rest assured I heard you and im not politely ignoring you, Im just not allowed to say "Hell Yea! Totally agree! Go Optus man!" because I have a home loan to pay and those words would see me in the unemployment line.

Oh and a final note from the inside.....I hate Lara, We all hate Lara..no Vodafone employee (except maybe the idiot who created her) likes Lara!
3 Apr 2011 04:52:34 PM: I hope you don't feel to bad most of us are upset with vodalost and the lies, and yes customer care sucks, but as Australians we expect help and the true, we would be glad to talk to an Aussie who can tell it as it is to another Australian, good or bad. But when you deal with vodamumbai who no fault to the good people in india, as they could only act on the little training they receive to deal with Australians. Vodadodge have lowered there standards by not monitoring what Mumbai tells Aussie customers...so saying that I'm sorry if you feel bad and I respect you for speaking out. As far as anything else goes vodasuck has failed you at the call centre, us as customers. Come on Nigel dews CEO of vodadirt of Australia, have the balls to join in what has been stated and let us know there is a voice behind vodaslack. After all this call centre employee has got guts.

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16573 Someone from QLD thinks vodafone is Epic at 1 Apr 2011 12:20:02 PM
Lara is useless. If I'm calling, I'm generally calling about something not simple... Like Lara. I have ended up being stuck in the limbo that is the Lara IVR and have had to hang up and try again multiple times. I now just say complaint now so I get through to someone.
1 Apr 2011 01:22:07 PM: Lara is a slut lol

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16541 Someone from NSW thinks vodafone is The worst! at 1 Apr 2011 09:23:25 AM
Loyal customer for 15 years,in the past 6 months Ive had numerous calls drop out, Ive had problems trying to call people in Summer Hill and Parramatta and on the train line in between and I put in a claim for insurance on a defective phone last October that has still not been resolved even after the insurance company said they would send a new phone. Between October last year and 2 days ago Ive spent an eternity on hold having made about 20 -30 calls many many store visits (Vodafone employees are the dumbest on this planet) , mainly spoken to Lara who I want to throw off a cliff! trying to get through to Marsh insurance and get claim approved is still going on 6 months after it began- Spend maybe 6 hours on hold or trying to get through too Marsh Insurance and then being sent from piller to post between Eygpt, South Africa and India trying to explain for the hundreth time my issues only to be told we are sorry but we dont know what is your problem and well get somebody to call you back. I can write a book on the problems or nightmares i have had in the past year or so with faulty smart phones, very very very poor customer service and trying to get my many issues resolved. As soon as my contract expires - Vodafone and Marsh will be losing a very valuable customer and Im going to make sure a lot of my customers know about it when I leave and warn them to steer clear of vodafone!!!!!!!! Congratulations on getting the choice award well done Vodafail. Lets put this company under and all leave!!!

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16498 Someone from NSW thinks vodafone is a big fail at 1 Apr 2011 12:09:52 AM
in 09 i joined vodafone mobile internet, which suited my needs. the first few months were fine with reception and reliability not being an issue. but then in late 09 reception was at its worst. i waited minutes for pages to load, half the time it wouldnt connect. i tried cancelling the plan but they wouldnt let me unless i pay it off, so now the plan finishes next month and im refusing to pay for the past six months of so called use. and that bitch lara is the most annoying thing ever made.

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16290 Someone from WA thinks vodafone is Deplorable at 14 Mar 2011 01:27:14 PM
I too have a problem with delayed SMS. It's ridiculous trying to hold a conversation when you have to wait for FOUR HOURS in between replies. I would think that vodafail has some sort of legal obligation to deliver messages within a reasonable time frame providing both handsets are online.

I did some research and have seen numerous attempts by vodafail to defend this problem. They say that message delay occurs when there is excessive load on the message centres. THIS IS BULLSHIT. 1. I'm sure there is not excessive load on the system at 0130 in the morning (I often message during my night shift) and 2. vodafail customers shouldn't be copping the burden of vodafails incompetent network management and underfunded SMSC infrastructure. Perhaps if they spent less money on that useless bloody 'Lara' voice recognition system, which, by the way never works, they might have a bit to spare on their network of God forbid living customer service reps.


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16264 Someone from QLD thinks vodafone is Like slamming my hand in a car door at 11 Mar 2011 02:40:14 PM
I've been a vodafone customer since 1997. I got my first mobile with them when I got my first job at Dominos. I've had services from other providers through various jobs - but I've been a pretty loyal customer.

A year ago, I got a pretty high bill. I called customer care, got through the infuriating process with Lara, negotiated a contract change and lower payment figure as incentive to change my contract and went away happy. I tried to leave a complaint on your website about Lara, but found that your complaints form would not accept complaints about Lara. Apparently so many of your customers were jack of that nonsense that you'd stuck your fingers in your ears and started singing LALALALA like it wasn't a problem.

A month later, I got a new invoice. My contract had changed, but the promised incentives hadn't been applied. I refused to pay your bill until you corrected the invoice to adhere to the new agreement. You left me waiting for a call back for four months. Then you disconnected my service, without calling me back. I called and yelled again, and after an hour on the phone you reconnected my service and left me waiting for a call back from a supervisor. Four months later, you disconnected my service again! I called back, yelled for an hour and eventually my service was reconnected but the issue still not resolved, was left pending a call back. At this point I was refusing to call you as long as my service worked - and hadn't paid a bill for 8 months. I was wondering how long you could possibly string this out for instead of just playing back the original call that you assured me was recorded by your systems....

Four months later, a full year since the original incorrect invoice - you disconnected my service again. I called you again as was our little tradition and after an hour of screaming, you tried to make me wait for a call back from a supervisor. After I screamed some more - you realized that the supervisor could just take the bloody call. And realizing that you had been a year without payment - you agreed to just suck it up, credit the amount I'd been disputing for a year and send me on the way if I paid the outstanding $12 month bill.

A year, to do EXACTLY WHAT I ASKED FOR. More than 5 hours on the phone in total. Multiple periods of months at a time without a promised call back ever eventuating. For fuck sake.

How much have you really saved by moving your call center off shore? When compared to how much you've lost by infuriating your customers with staggeringly incompetent customer service.
15 Mar 2011 01:42:18 PM: i would suggest checking your credit history. You will need to contact the credit reporting agencies to obtain a copy of your credit reports.
maybe nothing but better safe than sorry.

There are two main credit reporting agencies. Their contact details are:

Veda Advantage Public Access PO Box 964 North Sydney NSW 2059 Phone:1300 762 207 Fax: (02) 9278 7333 URL: http://www.mycreditfile.com.au Email:assist.au@vedaadvantage.com

Dun & Bradstreet Public Access Centre Dun & Bradstreet (Australia) P/L PO Box 7405 St Kilda Road VIC 3004 Phone: 132 333 Fax: 03 9828 3185 URL: http://www.dnbcreditreport.com.au

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16147 Someone from NSW thinks vodafone is at 1 Jan 1970 09:00:00 AM
where do I start... the ever helpful call centre, the over charging, not being able to see my bills on line (if my number is not registered for myvodafone then how have I got e-mail billing!!!) or the stupid bitch lara! I've been with vodafone for over 10yrs. As soon as you could port your number I changed. I used to get regular calls to see if I wanted upgrades or when a better plan came along. Now you have to fight to disconnect a mobile broadband service you don't use (No i don't want to transfer it to another number!!!) My last few bills I've gone slightly over my cap, for the first time in a year and the charges are over the top. As soon as I pay my bill I will be going to optus, who regularly call me to offer fantastic plans as I am with them on my home and net... bit like vodafone used to. It seems in the past 3-5 year vodafail has consistantly gotten worse. They promised the world to get us all to swap then thought we've got them now we can rest on our laurels. Guess what - YOU CAN'T! Oh and I can't wait to never have to here Lara's voice again!

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16098 Someone from VIC thinks vodafone is Doesn't like Lara at 2 Mar 2011 06:19:07 PM
The Vodafone automated voice system is absolutely hopeless and is there to as a barrier to providing service to customers. It is almost impossible to get through to a real person and it makes customers go through hoops in the hope they will go away and give up. When Lara didn't like my answers it cut off my call instead of transferring me to a person and I had to start all over again. All I want is to talk to a real person to gat my phone working. Finally got to a person who said my issue had to be handled by another department, so I was transferred to another robot which advised that it was now outside the business hours of the department, and then cut me off. Vodafail's support service is absolutely appalling.

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16044 Someone from NSW thinks vodafone is Worst Interactive Voice Recording ever (Lara) at 1 Mar 2011 12:23:34 PM
The Interactive voice recording is infurating to say the least. It lists all conceivable options in the world before you get the option to talk to an operator. Vodafone would do anything to avoid putting you through to talk to a real person to lowr their call centre costs. If only they survey the call enquiries, they will quickly find most of their customers (not for long) are opting to talk to an operator which would make sense to then to put the talk to operatot option at the begning of the options list not last.

VODAFONE this is not how you build a good reputation with your customers (by providing $#it Services)

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15723 Someone from ACT thinks vodafone is at 18 Feb 2011 01:28:12 PM
Vodafone and Lara sucks! Just Terrible

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15662 Someone from NSW thinks vodafone is appalling at 17 Feb 2011 12:40:55 AM
I am outraged that vodafone charges me more than I have used.
Lara. I don't like your fake, dumb voice.
Reception is the worst.
Details of call amount usage takes too long to update and I get incorrect statistics.

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15649 Someone from NSW thinks vodafone is Miserably fail at 16 Feb 2011 03:10:40 PM
I have same issues like others. Drop calls, don't receive calls, etc. Whenever I call, I get connected to Computer generated voice LARA who does not recognize my Indian accent & I never get connected to any human customer service. Second reason for not getting connected is very long hold time which goes well beyond an hour so I have to cut off that call myself. I am in contract so can't just change it.

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15631 Someone from NSW thinks vodafone is NO HELP at 16 Feb 2011 11:12:53 AM
Lara may spread out the enquiries for vodafone.But does nothing for customer service.When all you want to do is ask a simple question. Then when you get to spoke to someone.They CAN'T speak english.Every time you take your enquiy to a shop they tell you, you have ring Lara.

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15626 Someone from NSW thinks vodafone is Speechless at 16 Feb 2011 08:52:04 AM
After months of pain and paying $69 for 1GB that I can't use I had enough and called the retention dept. at Vodafone.

Being a few months from the end of the contract I would expect them to be courteous enough to wave the cancellation fee due to the network issues they are facing. I couldn't have been more wrong.

Here is what they offered:

1. Next 3 months for free to prove that their service will get better.
2. Migrate me to 3 networks for free.
3. Pay 50% of the cancellation fee. Approx $125.

I wouldn't have a problem with paying the cancellation fee if I wanted out for my own personal reason but this is a legitimate failure on their part and all the options given were in their benefit. Why would I even consider continuing with them, "even for free" might as well not even have a phone it would be the same thing.

I'm tired of trying to talk to "Lara", waiting for long periods of time, not getting replies to emails, etc.

Called the TIO, filed a complaint and not paying a single bill.

Vodafone, spend less money on advertising and more on customer service.
16 Feb 2011 11:19:02 AM: Yes

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15607 Someone from QLD thinks vodafone is I am over Vodafone at 15 Feb 2011 03:41:48 PM
I have been with Vodafone now for several years. All has been mostly ok till this last plan which ends 1/9/2011, and that was organised over the phone because I had a call from Vodafone I gather because my previous plan was approaching the end. I've always had Nokia phones and they've been fine till this last one. Not long after receiving the new Nokia 6220 Classic I noticed that the battery didn't hold charge very long, barely a day on many occasions. I was used to the previous Nokia N73 battery lasting for at least 4 days. So often it would happen that I would fully charge the 6220 at night and the next day I would not even get through the first call and it would die. I took it back to the Vodaphone shop in Maroochydore and I was told that I would have to pay for a new battery. How is this right???
Also there were so many 'drop-outs' and many messages would come up to 4 days after they were sent. I gave up trying to contact Vodaphone, after being left on hold for sometimes an hour or more?? and then you get this 'Lara'. I want to speak to a person. I tried sending an email on their impossible website - I simply asked for someone to please ring me but no, I received some complicated return email where I had to click on this and that and it got me nowhere. Vodafone Customer Service is non-existant. I would like them to give me some very good reasons for staying with Vodafone.
15 Feb 2011 04:20:27 PM: That is not good!

Feel your pain.......

Have you tried their facebook page?

The team on there are pretty useless but getting marginally and slowly better in their actions and responses. They may be able to help regarding the battery replacement.

Otherwise try the TIO, contact details at the top of the page on the How To Complain tab, why wait for your contract to expire when you can go to a more responsible provider?

Also agree their email system does not follow the normal conventional email etiquette of simply hitting the reply button, to force users to write in-between lines is a farce and should cease.

Hope the above helps!

Vodafail.com Moderation Team

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15518 Someone from NSW thinks vodafone is Total CRAP!!! at 12 Feb 2011 04:15:35 PM
I'm totally sick of Lara telling me to "Hang in there, we'll be with you really soon". BTW Beware of her definition of "really soon" - it's anywhere between 20 to 70 minutes!
Vodafone is an absolute joke. Their network is garbage, their service is poor and their website experiences more technical difficulties than Apollo 13!!
Deifinitely not renewing my contract with them which expires in a few days.
16 Feb 2011 02:48:06 AM: LOL @ apollo 13 joke....nice!

In total agreement with you. My problems keep growing. Was just no coverage and service and all not being able to call/send sms. Now its everything under the sun!

I've had to chase them so long and wait on hold and listen to idiot machine talking Lara that I've almost memorised everything she ever says!

Thankgod for TIO! They're apparently getting people out of contract obligations penalty free.

Off to another phone company we go (yn).

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15516 Someone from VIC thinks vodafone is MASSIVE at 12 Feb 2011 03:50:58 PM
I have been with Vodafone a week and already hate them. After 6 happy years as a loyal 3 customer with no trauma with service, ever, I have had to switch to Vodafone pre-paid as I'm moving overseas and 3 mobile pre paid didn't have the handset I wanted. So, loaded up my $49 credit last Sunday, migrated my number over (having had the same number for years didn't want to lose my contacts) and lo and behold on FRIDAY NIGHT i.e peak mobile usage time for no reason and with no explanation my phone stopped being able to call out or send messages. After trying to contact the 155 number multiple times, and only hearing bloody Lara I finally got through to someone who explained it was an issue that would be resolved within 24 hours, not a human error, and therefore could not be sped up. I waited my 24 hours and BOOM saturday night no service still. Called again multiple times and was told the team who fix these 'technical issues' wouldn't be in till Monday and the rollout of the soloution may not come through till Tuesday, possibly even Wednesday. They also would not explain what the issue was. So for the last two weekends I have been without service and stranded. Absoloutely abysmal service and I see no good reason to stay with Vodafone, having spent $100 in the last week on Credit and being unable to call anyone is about the most frustrating thing I've experienced as a customer in a long long time.

In short, I will most definitely be migrating my number to another provider and staying the hell away from Vodafone once I have been allowed to spend my credit. What a joke.


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15447 Someone from NSW thinks vodafone is at 10 Feb 2011 10:25:13 AM
Wot the hell.. phone cant make calls! cant have a converstaion with out it droping out! cant facebook at all!!.. I called LARA & spent 45mins on hold...
See ya later Vodafail!!!! oh & by the way phones says every 5 mintues network lost..

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15438 Someone from WA thinks vodafone is Ultimate Fail at 10 Feb 2011 08:32:52 AM
I was trying to get my broadband internet reconnected after vodafone didnt debit my account for four months (thanks for the call/email.. anything!). I rang and got LARA the biggest waste of time. What happened to press 0 and we will transfer you to a customer service officer? Once I finally got the right word that Lara understood it kept asking for a mobile number.. it's mobile internet why the hell would I know the number? So if I hit random numbers it eventually hands up on me. Eventually I got through to some indian and was transferred twice before that person hung up on me. Then I tried again and the fourt person finally knew what the problem was.
10 Feb 2011 09:57:35 PM: When ever you get through to Lara,just say "customer services" and that should take you straight to a person. (Who no doubt will tell you they will put you through to someone else) Lately there is an option to use your keypad and not speak to Lara....

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15435 Someone from QLD thinks vodafone is billing, customer service, phone repairs, insurance, mobile broadband coverage and LARA are all FAILS at 10 Feb 2011 08:05:29 AM
i have been with vodafone for close to 8 years. it wasnt until last august (2010) that i started to have problems.

i recieved a new phone through an insurance claim. the phone arrived after waiting 8 weeks for it, not only did vodafone not offer me a loan fone they also continued to charge me my monthly bill after stipluating that because i was not able to use the phone i would not be charged. when i did finally recieve my new phone within 6 weeks the phone had to be repaired, then 3 weeks later repaired again, when i asked to see what was been done to repair my phone i was told "upgraded the software", something i do each month myself at home. finally at xmas my phone needed to be repaired for the 3rd time. instead of vodafone following their guidelines of replacing any phone that requires repairs more then 3 times or more then 2 repairs required within a 3 month period my phone was sent away again....no phone for 4 weeks, no loan phone offered, buils kept comming. then the day after i recieved my phone back condensation formed in the screen, i took it back to ask what it was and why i didnt just recieve a new phone i was told that all of the repairs were now classed as my fault for causeing them and that i would have to do another insurance claim or buy a new phone outright, even when i should have had the phone replaced over a month ago. i am once again without a phone.....but will still continue to be billed

as for LARA....billing enquiry doesnt sound like account update....

for nearly a year i have been trying to change my last name on my account yet in store and online and on the phone cant do it....hmmm...maybe because im not the person on my bill anymore i shouldnt have to pay for it???

Broadband coverage....MY ASS u have broad band coverage, my mobile broadband dies within 5 mins of been conected, then as soon as the slightest bit of cloud forms in the sky i loose all 3G netwrok and am back to gprs...which is slower then dial up....does anyone know how slow that is anymore...it means i wait 5 mins for one page to load and then as soon as it does i loose the connection...vodafones excuse..."ur situated in a delicate area that requires clear skies for the connection to be made" or and i love this one "the tower is been repaired...estimated time of repair...unkown". yet the bill continues to come and my service continues to be shit

call vodafone..lara get fucked im pressing 1...account information....transfering you now...
"hi you are speeking with Rakeesh, how may i help you?" hi i would like to talk to someone about my contract please. "certainly let me transfer you to the appropriate area"....BEEP BEEP BEEP BEEP...bitch hang up on me
call back "hi your call is important to us so jus hang on and someone will be with you right away...ur estimated wait time is 38 to 45 minutes" ARE U FUCKIN SERIOUS????? I WAS JUS TALKING TO SOMEONE!

vodafone used to be a respected and well conected tellecommunications service, now its is worse then telstra..and trust me thats saying something. i need to get out of my contract and jus chill on prepaid for a while, but with no phone, a company that will try and screw you out of every single cent you have and doesnt want to listen to you, i dont see that happening anytime soon.
16 May 2011 04:06:13 PM: wrecked lol

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15363 Someone from QLD thinks vodafone is OUT OF CONTROL at 8 Feb 2011 02:23:07 PM
I have posted lengthy notes on here previously, the last one telling the long boring story of Vodafailure going on over the last month but I seriously thought I was rid of them when they agreed to cancel my account because they could not provide satisfactory wireless Internet service.

Today I received an email invoice again for this month (in advance) for my CANCELED service.

No ringing Lara this time, no discussions with our Commonwealth cousins, just straight to the TIO online complaints page. I hope I add to the numbers of complaints that bring down this revolting excuse for a telco.

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15357 Someone from NSW thinks vodafone is fail+a million at 8 Feb 2011 12:02:05 PM
ok guys i've put a few posts on and want to let you know there is hope!! after 2 weeks of arguing with vodafail i got out of my contract 10 months early...heres how. (this is for an iphone but will prob work on others and is what the vodafail team in store told me) call "lara" ask for retentions and upgrades....tell them you want out coz of poor service if this is the case....they will try offer deals...dont accept unless your happy with them...ask for an investigation into service/coverage/reception in your area and that if they dont resolve it to your satisfaction you are going to TIO. they will say they will call back, they tried while i was working i answered and asked for them to call back later...no call. waited a few days and called them and asked for resolutions team...guy did a few checks and "yes ma'am your in a low service area we will release you from your contract just send phone back in post bag we send" gladly sent their dodgy phone back....also if you dont get the postbag in said amount of days go instore and get them to make note that you looked for it!...now too see what they do with my bill....goodluck guys!

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15323 Someone from VIC thinks vodafone is I hate lara at 7 Feb 2011 04:46:30 PM
Every time I call Vodafone , being a prepaid customer , Lara transfers me to the postpaid department.


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15311 Someone from NSW thinks vodafone is Unacceptable at 7 Feb 2011 12:31:33 PM
I am being sent information that is incorrect - I know this because I am not being sent regular statements. I complained about this - a year ago (after yes, having ''Lara'' on the other end of the line) and apart from me, The Customer, not having the time, like any of us, I felt Raped of endless money that is being paid without receiving regular statements which are always over the amount I signed up for. . I am in pain with confusion and I cannot even speak to a real person.

In the last year I have consistent network coverage issues. Consistent - my friends can only get hold of me on certain occasions and when they do, the phone cuts out. These are in areas of the CBD, the Eastern suburbs, Pyrmont and Botany !!!!!!

I will never have another contract with Vodafone for as long as I still breathe - plus, I'm a walking advertisement if a LITTLE is given in a quantitative way! So.... goes to show ...I've got to go get on the line to Voda Frrrrr

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15309 Someone from NSW thinks vodafone is No reception / Dropped Calls at 7 Feb 2011 11:42:47 AM
If i had a dollar for everytime i have been on a call and my line dropps out due to the poor reception, or a dollar for everytime someone has called me asking why "lara" is telling them that i have either switch my phone off or my number has been disconnect i think i would be a millionare. Thanks for nothing Voda!

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15272 Someone from ACT thinks vodafone is want go back to 3 at 6 Feb 2011 04:57:26 PM
3 was better than this. LARA sucks! What does customer support do btw? can they only answer the phone every 5 hours or what? Or maybe it's a certain amount of calls they can take a day. Maybe like 1 per hour. Signal is worse than 3 ever was, and I'm aware that 3 had roaming fees, but at least then you knew the call would work!!! Vodafone fix these problems and stop saying "it will be fixed" because nothing has changed.

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15224 Someone from VIC thinks vodafone is LARA at 4 Feb 2011 05:05:50 PM
Get rid off lara!!!
Press this press that..and i end up i same cycle again!!
5 Feb 2011 07:31:39 PM: I think the legislation needs to be changed very simply. For every minute you are on hold or worse still put to a robot service agent, you get one minute off your phone bill.

The way to deal with morons like LARA is to say nothing, it then quickly gets confused hand has to put you through to a Human!
7 Feb 2011 05:36:47 AM: same as telstra

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15205 Someone from NSW thinks vodafone is EPIC at 4 Feb 2011 12:42:23 PM
i have been in a battle with phone companies for the past two years. Finally, after releasing me from my contract "3" convinced me to go with Vodafone (as they did not have the phone in stock which they had promised me 3 months earlier), not knowing any better i agreed; this was my first mistake.

The first two bills they sent me were incorrect (overcharging me by $90 on both). i called customer "service" on numerous occasions to try and solve the problem but was told that there was nothing that they could do. as i did not pay the incorrect bills my service was promptly disconnected for two days with no explanation.

I live on Sydney's north shore (20 mins from the CBD) and i have NEVER ONCE had full reception in the 5 months that i have been with vodafone now. i consistently have "no service" in my house, and when i am out the reception and connection quality is shameful. Voicemails on average take 4 days to arrive to my account, and the internet connection is slower than the dial up i had in my house ten years ago.

IT IS A JOKE, i think that Lara should start looking for a new job, as Vodafone will not last with this kind of service!!!

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15187 Someone from WA thinks vodafone is shocking at 3 Feb 2011 07:30:58 PM
what more can i say i cant view my bills online i get them sent to my email but they dont turn up even though i have contacted vf many times and confirmed the email address they have on system. I get txt messages a long time after they were sent and my phone constantly tells me its sending mms but i never sent mms - Lara just gives me the shit - coverage has been crap for about 1 month now and my local store has terrible staff who dont give stuff

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15171 Someone from QLD thinks vodafone is ROBBING BANDITS at 3 Feb 2011 02:10:45 PM
4 Feb 2011 03:26:35 PM: Vodafone is a weapon of mass disruption!!!
5 Feb 2011 09:05:31 AM: Very clever, sorry I didn't think of that.

I see there have been other poor suckers who have had similar problems. How is it that in our over governed & over legislated country Vodafail can get away with mass advertising products they cannot possibly supply & take customers' funds based on contracts they clearly cannot comply with? Why aren't our brave police guardians of law & order arresting these criminals for fraud?
7 Feb 2011 10:39:47 PM: I've had the dodgy invoice as well. Don't worry though, I found out that 40 Mount St North Sydney is the Head Office. (Shared building with Coca Cola).
8 Feb 2011 08:36:57 PM: Well they did it!!! the Shitheads sent me an invoice for a service that they agreed to rescind. I sent their crummy junk disc & USB modem back & they still are sending me bills! Where is the nearest vigalante posse I can join to lynch these outlaws!
17 Feb 2011 08:28:05 AM: HOPEFULLY this the end to the saga. Thanks to the advice on this site I registered a complaint with the TIO & 10 days later received a call from a Vodafone lady. Nice polite woman with good sense of humour, actually told me that they were trained to cop abuse from customers & needed a thick skin to do the job. Asked her if she was aware of this site & she said they were.

Absolutely refused to send me any documentation that Vodafail would not be billing me again or that they had canceled my deal with them. Just kept telling me that she had checked all the possible departments of the company & all of them showed I was no longer a customer & that my credit card details had been erased.

Of course I should believe all this right? Who would doubt the verbal assurance of a Vodafone employee? Finally she agreed the best she could do would be to send me a text to say they no longer would be charging me!

It only took one 5 minute phone call for these people to get their hooks into me to bleed my credit card dry for a non-existent "service" & then 5 weeks of phone calls, hanging in queues & a complaint to the TIO to cancel the agreement.

I will wait & see if this is really the end of the saga. Not that I don't trust them!
9 Aug 2011 10:45:13 AM: Do you have any direct contacts for VHA in Ausralia
I have been stitched up by one of thier filthy resellers
My Ulimited $45 plan costs me $700 plus a month ??
Thier response by email is a pack of lies from the reseller
and blatant admissions proving my complaint
Saying I hope this disolves your issues , Absolute nonsence !!
Does anyone have a direct contact for some people in VODAPHONE in Australia who has any sence of customer service and responsibility.
my email is lubbs@bigpond.com I have nothing to hide

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15169 Someone from ACT thinks vodafone is EPIC at 3 Feb 2011 01:49:01 PM
I have been on hold for TWO AND A HALF HOURS after telling Lara that I wanted to speak to someone about a billing inquiry. I originally just wanted to have my last 2 bills wiped because of crappy service (calls dropping out, voicemails and texts coming late or not at all, cruddy internet reception and 'no service' in areas like Manuka, Civic, Kingston and in Sydney). How do i get to place my number on the 'call back' list because this is just ridiculous! I'm now at the point of just wanting to cancel my contract on iphone although I have about a year to go, however am worried I won't be able to port my number as I am waiting to hear back about job interviews.

Can someone direct me as to how I get vodafail to call me back, or should i just call again and say i want to talk to someone in complaints? Eeep!

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15159 Someone from VIC thinks vodafone is network at 3 Feb 2011 09:29:43 AM
i loved the visual voicemail, and the billing was ok, i also loved their lara , and the fact that you didnt have to hold for an operator, rather they would call back , !!! really clever, BUT in the past 6 weeks the network went to sh1t !

if only they invested in their network as much as their clever call centre software, people wouldnt have to call!!

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15144 Someone from WA thinks vodafone is so very fail at 2 Feb 2011 11:26:37 PM
They overcharged me $200 on my bill, I spent 1 hour on hold, before I finally got to talk to someone. After another 30 minutes on and off of hold it was sorted, but I worry about what would've happened if I hadn't called.

Also my partner, my best friend and I, all with vodafone, have had reception drop out on us constantly. I live in Fremantle, a largely populated area, yet they still cannot manage reception issues. I was warned not to re-new my contract with vodafone because of their horrible reception. I am coming close to breaking point, hours spent on hold simply organising to re-new my contract, constant reception drop outs and the slowest 3g internet ever experienced. Please Vodafone, fix this so I don't have to wait on hold for talking to Lara for another 60 minutes before getting disconnected.
5 Feb 2011 08:09:59 PM: I feel sorry for the call centre staff, having all their callers pre-angered or further inflamed by the long waits and Lara.

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15079 Someone from NSW thinks vodafone is wireless broadband on contract at 1 Feb 2011 06:55:00 PM
Contacted Vodafone on 26 August 2010 because on average my wireless broadband connection is 5 kilobytes per second, a lot of the time it has 0 bytes per second. I was told to ring Vodafone, tell Lara to connect me to Data Services but when I did
a) there is no option for Data Services
b) I got transferred to someone who spoke bad English and had to shout DATA SERVICES 3 times
c) was put on hold until I had to go back to work as I called during my break.

Honestly, does anyone have any idea how I can get out of this 24-month contract? It feels like I'm giving my hard-earned money for a service I am not getting!!!!

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15026 Someone from VIC thinks vodafone is Poor Signal at 31 Jan 2011 07:45:55 PM
I live near Colac in Southern Victoria - (1) I have a wireless modem and have Poor signal and dropouts the thing is that the tower is located at the same place as Telstra & Optus yet Vodafones signal is so weak. (2) The Indian operators can hardly speak a word of English and that Lara thing is a nightmare to deal with if you cough while on the phone she goes back to the beginning.

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