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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2140 Someone from NSW thinks vodafone is Epic fail at 27 Dec 2010 11:50:54 AM
Terrible coverage where I lived (even though it was inner Sydney!) and Vodafone refused to do anything about it for a number of years. Then they started charging my bill for services I had never asked for. After months of trying to resolve this I eventually started a TIO complaint. All improperly billed money was eventually refunded but Vodafone never addressed the fault in their billing system that caused the overcharging in the first place.

Not to mention the huge wait times to talk to customer service staff. These used to be regularly 45 minutes, and are still something like 10-15 mins. In comparison, Telstra have made huge strides recently to improve their customer service, with friendlier staff and zero wait time every time I have called them.

Ported out to Telstra in the end, and advising everyone I know to steer clear of Vodafone.

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2132 Someone from NSW thinks vodafone is poor customer service at 27 Dec 2010 11:48:34 AM
after i got my new iphone, it stopped getting service & i could not make any phone calls, i called vodafone for help and they went though some settings on my phone with me and then told me that i needed to take my phone into a vodafone to be sent away for repair. i told them that the sim card is my original one and that when i put it in other phones it says sim card registration failed. they insisted i needed to take my phone in for repair however seeming the sim card was failing in numerous phones i decided to go the a vodafone store and ask for a new sim card. once i put the new sim card in my phone worked again...

sadly the attitude of vodafone customer service is shocking and unacceptable...

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2131 Someone from NSW thinks vodafone is BAD at 27 Dec 2010 11:48:28 AM
I was with Vodafone for years, it took like 4 hours for someone to get a MMS from me. No Reception bad Drop Outs. You think with their call centre in Egypt they could afford to improve their network! But NOPE! They go and buy another Telco "3" yet their own network is crap! I since changed to telstra you might pay a few $$ more but at least it works and their customer service is in Australia. BONUS!
27 Dec 2010 11:50:17 AM: True i once sent a PXT at like 10am, the receiver didn't get it till like 3am in the morning. Let's just say they weren't impressed.
27 Dec 2010 11:52:20 AM: I've had that happen also pisses me off
27 Dec 2010 11:57:58 AM: Some of my texts can take up to 1 to 2 days to be received
27 Dec 2010 11:59:16 AM: it takes me 2 to 3 days to recieve MMS. It's a joke.
27 Dec 2010 12:02:01 PM: Their customer service is shocking too.
27 Dec 2010 12:02:53 PM: there txt/MMS service is a complete joke.. Hours, sometimes DAYS to send or receive a txt/sms.. just usually get the resend later BS..

HOW HARD IS IT TO SEND 300K OR LESS DATA ACROSS YOUR CRAP NETWORK VODAFONE?
27 Dec 2010 12:03:07 PM: LMAO VODAFONE TOLD ME IT WAS A ISSUE WITH MY FRIENDS NETWORK. GOOD TO SEE IT HAPPENS TO OTHERS ALSO STUPID VODAFONE LIARS
27 Dec 2010 12:08:42 PM: That one is a real issue their TXT/PXT service is rubbish. I think Australia Post could deliver a message faster then Vodafone
27 Dec 2010 01:02:48 PM: I have been having txt problems too for the last couple of weeks. Its so annoying specialy when your txting a guy you like and u dont know whether they got the txt or not and you are worried why they havnt replied :(
27 Dec 2010 01:12:35 PM: sometimes some of my sms are sent but never received at all !
and I'm ask them why dont you reply to my questions ? and the person's never even got it, am I still charged for this ?
27 Dec 2010 02:35:31 PM: It often takes me a day or two to send/recieve mms. My data speeds suck, even though I am within 2 km of the CBD. I get missed calls without ever ringing, i drop calls, i get patchy coverage. I'm a freelancer, so nothing is worse thatn a telco that doesnt do it right. I just want to swap to another carrier so i can use my phone. I pay $80 a month, and its not good enough. If i'd known about how bad it would have been, i wouldnt have signed up with vodafone.
27 Dec 2010 02:37:32 PM: Like the Tassie centre, Vodafone closed its Egyptian Call centre quite some time ago. My experience with the Egyptian centre was one of technical competence expertise and honesty.
All Vf Australia call centre is now in Mumbai[Bombay] India, where Vf has many regional service call centres.They operate 24/7 but Aust customers are restricted to 8 till 8. Why? Amongst all Indian Call centres, the Mumbai centre is rated the worst on all points by a country mile.
27 Dec 2010 02:56:43 PM: I was in the process of tryng to cancel my plan, when I was asked why - hey, I got no coverage in my home, no coverage in my suburb, random dropouts elsewhere. I was asked if I wanted to talk to the Techo's (in a distinctly indi-gangetic plain accent)to which I said, "No, I've had enough it isn't a technical problem with either my phone, home, suburb or me! I just want to cancel". This was after waiting some 20 mins in the queue. The response "That is nice sir, I'll just transfer you to the technical staff" followed by the equally inept "The operators are currently busy, please hold and we will transfer you to the first available representative". Aaaaargh! I guess there's a good reason they don't like to have a customer contact centre with customers face to face - they'd get the daylights punched out of them!!

Seriously this is not and hasn't been professional for sometime!!
7 Jan 2011 12:16:23 PM: I now just attach a photo to a pigeons foot - it's way cheaper - and much more reliable.

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2119 Someone from NSW thinks vodafone is terrible at 27 Dec 2010 11:45:13 AM
After weeks of trying to contact Vodafone, in a split decision, I decided to swap networks to Telstra's next G network...best decision ever...

Everyone always bitches on about the poor customer services...but id rather have poor customer service that i never have to use rather then what ever Vodafone has to offer.

At present, I have made a complaint to Vodafone and the TIO explaining that due to their poor service I switched networks and am un willing to pay the exit fee of $402....(after paying $130 for 18 of 24 months !!!

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2100 Someone from QLD thinks vodafone is driving me insane at 27 Dec 2010 11:41:23 AM
Moved about 1km away to a new house. Phone worked great .. then out of nowhere about 2 months later for no apparent reason I could no longer get reception from inside my house. I had to sit outside in the middle of my yard to get reception. EPIC FAIL. Now with Telstra .. not as great value (in theory) and more expensive BUT calls / texts / voicemail work EVERY time without fail and customer service is available 24/7 with a real person to answer and help.

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2078 Someone from QLD thinks vodafone is disgusting at 27 Dec 2010 11:36:27 AM
Yucky their customer service is shocking I felt ad though I was being a yelled at by a teacher. Unbelievably rude!

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2072 Someone from QLD thinks vodafone is Falling to pieces at 27 Dec 2010 11:35:30 AM
I have been a loyal Vodafone customer for over 10 years and it's a shame to experience in the last 2 years it's decline in services. Vodafone is falling apart. My problems encountered are:
- having to break my internet broadband contract as internet service, which once worked fine completely ceased in the area I live in.
- after breaking the contract, receiving ongoing bills for months and having to make several attempts on the phone and in store to have the bills cancelled.
- I changed my mobile number and this reset everything in the system, so I no longer was able to receive MMS, internet or have my bills sent to my email. I also was unable to access voicemail settings for some unknown reason.
- It took 4 phone calls and a visit in store to rectify the abovementioned.
LETS NOT FORGET
- Constant delays in text messaging
- 45 minute wait on hold to customer service (at all times)
- Constant outage nation wide, especially when it's 2am and you have a medical emergency.

I have 6 months left on my phone contract, I will be changing carrier and will boycot Vodafail forever. I have already moved to another carrier for my net services and am satisfied.

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2062 Someone from QLD thinks vodafone is very fail at 27 Dec 2010 11:33:29 AM
I have been on this plan for just on two weeks and I had switched from Telstra. I was sick of them! But to come to Vodafone and get this type of start! Calls dropping out in the blink of an eye in the middle of the city. Another thing their customer service is worse then Telstra they are rude and totally inconsiderate. Get on the game Vodafone. At the moment your pathetic.

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2061 Someone from WA thinks vodafone is a truck load of fail at 27 Dec 2010 11:33:27 AM
I've been suffering with call drops, slow data speeds, little to no reception (in the middle of perth) and deferred messages. I went to my local vodafone store to try and sort things out but was told because I've only made one formal complaint, which was about my billing, there's basically nothing I can do about it because it's their word against mine...
What ever happened to customer service? I'm disgusted.

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2018 Someone from NSW thinks vodafone is half fail at 27 Dec 2010 11:25:50 AM
Picture msgs never get recieved, dont recieve pictures msgs from people till next day. No coverage at all around Turramurra for the last 6wks. Need to reset network settings almost daily to get interent to work. Automated customer service is a fucking joke, wating to speak to operator takes to bloody long.
Charging me $2 for a paper bill is a rip off!!! If you want me to pay a bill it needs to be sent to me free of charge fuckwits.

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2013 Someone from WA thinks vodafone is very poor at 27 Dec 2010 11:24:48 AM
I heard about this site on the radio this morning - reading through I see so many people experiencing the exact same problems I have - I have been with Vodafone for 3 years but in the last 5 month it has been a disaster - constant drop outs of calls, network connection errors, service not available errors - I thought is was my handset so after a long process eventually they sent "for repair" which has changed nothing. I am trying to run a small business but I get no reception or constant drop outs so it is a huge problem for me - go to the store & even they put you on hold to the customer service site for who knows how long - the result - nothing but frustration...

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1987 Someone from VIC thinks vodafone is really really fail x2000 at 27 Dec 2010 11:21:02 AM
Vodafone's network keeps dropping out on me, when im in my room when im in the car or when im walking or standing still. I was in a very important interview with William Angliss Institute over the phone and suddenly within the last few moments of the interview I was cut off completely. Not only is this bad PR for Vodafone but its completely embarrassing for me because I had to mention that it was the networks fault for being rude and being the reason why I was cut off. Not to mention when i was complaining about the network to the customer service, what do you think happened? my coverage was cut off again then I rang again and had to wait a further 40 mins because of the phone waiting period. Then they had the nerve to blame it on my Blackberry and asked the network coverage is mostly likely due to your handheld.... no its not its your own coverage.... they are seriously screwed.

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1962 Someone from NSW thinks vodafone is Fringe Fail at 27 Dec 2010 11:16:02 AM
I am a long term VodaFail Customer who lives on a fringe area. Although I live well within VodaFail's specified coverage area I can tell by dropouts that coverage is poor. The thing that is soo strange is that if Vodafail got rid og LARA they would be huge force in Telecommunications in Australia & not just a bit player. Without effective customer service thier growth to this point has been by pure accident.
Why do I stay with VodaFail ??? I don't know?

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1954 Someone from QLD thinks vodafone is epic customer service fail at 27 Dec 2010 11:15:15 AM
As a loyal and high-paying customer of twelve years with Vodafone I found the 'service' I received over the past two years to get increasingly worse. I moved to a Central QLD mining town for work and asked Vodafone to freeze my cap payments as there was no Vodafone range, so I couldn't use my phone at all. I got a Telstra pre-paid so I could be contactable whilst out of Voda range. I was told 'too bad' and was charged my monthly cap even though I couldn't use it. When I got back to the city I had VF customer service people calling up twice a week for two months to see if everything was ok, as they could clearly see a big-spender had stopped generating charges at all for four months. I told them I shouldn't have to pay for a service I can't use and they agreed to refund me the money charged. However they didn't and I then received abusive (that's right, abusive) calls from Indians demanding the payment I owed them. It then went a to a debt collector who called asking for my details 'on behalf of Vodafone'. Customer service fail - no rewards for loyalty and they broke my privacy. This is the 'nutshell' version of a very long-wonded and boring story. The moral is, I have switched to Telstra. I have range everywhere I go and so far, no abusive calls or communication breakdowns!

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1951 Someone from ACT thinks vodafone is Lousy at 27 Dec 2010 11:14:03 AM
Attempting to upgrade contract, 6 weeks waiting for phones so far, three and a half hours waiting for customer service, two persons spoken to, one did nothing, the second told me the particular phone was obsolete, then that it had not been released then accused me of giving him incorrect information. The service drops calls and diverts incoming calls to message bank without ringing. The messages sometimes take hours to come through. I have these numbers for business hence reluctance to attempt a move, but am losing business through their non-service. Absolute B.S!

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1946 Someone from ACT thinks vodafone is Lousy at 27 Dec 2010 11:13:14 AM
Attempting to upgrade contract, 6 weeks waiting for phones so far, three and a half hours waiting for customer service, two persons spoken to, one did nothing, the second told me the particular phone was obsolete, then that it had not been released then accused me of giving him incorrect information. The service drops calls and diverts incoming calls to message bank without ringing. The messages sometimes take hours to come through. I have these numbers for business hence reluctance to attempt a move, but am losing business through their non-service. Absolute B.S!

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1943 Someone from NSW thinks vodafone is The epitome of failure at 27 Dec 2010 11:12:44 AM
Poor reception, poor data speeds, poor customer service. The only time they want to help you and are all over you is when they are trying to get you to upgrade to their rubbish service

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1941 Someone from NSW thinks vodafone is at 27 Dec 2010 11:11:44 AM
I have just read the article where a Vodafone refers fo poor network coverage for the last few weeks. This is completely inaccurate as the poor service has been going on for years. I was still charged for service I didn't receive and had to make several phonecalls to the customer service where I was given the run-around and told to switch the handset off and various other things that didn't work. I am now no longer with Vodafone for this reason.

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1930 Someone from NSW thinks vodafone is Extremely frustrating at 27 Dec 2010 11:07:32 AM
Everything I have with Vodafail has given me problems, from usb wireless internet which very rarely works and when it does it drops out continually to ordering an iphone and been told it would take 4 weeks but then received it 12 weeks later and then cannot make a call without a dropout or no signal.
Have tried calling customer service but unless you have 3 hours to spare and
speak Indian you will not get very far.......I could go on.

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1927 Someone from QLD thinks vodafone is epic customer service fail at 27 Dec 2010 11:07:04 AM
As a loyal and high-paying customer of twelve years with Vodafone I found the 'service' I received over the past two years to get increasingly worse. I moved to a Central QLD mining town for work and asked Vodafone to freeze my cap payments as there was no Vodafone range, so I couldn't use my phone at all. I got a Telstra pre-paid so I could be contactable whilst out of Voda range. I was told 'too bad' and was charged my monthly cap even though I couldn't use it. When I got back to the city I had VF customer service people calling up twice a week for two months to see if everything was ok, as they could clearly see a big-spender had stopped generating charges at all for four months. I told them I shouldn't have to pay for a service I can't use and they agreed to refund me the money charged. However they didn't and I then received abusive (that's right, abusive) calls from Indians demanding the payment I owed them. It then went a to a debt collector who called asking for my details 'on behalf of Vodafone'. Customer service fail - no rewards for loyalty and they broke my privacy. This is the 'nutshell' version of a very long-wonded and boring story. The moral is, I have switched to Telstra. I have range everywhere I go and so far, no abusive calls or communication breakdowns!

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1915 Someone from NSW thinks vodafone is aussie customer at 27 Dec 2010 11:04:10 AM
Vodafone used to have an Egyptian Call Centre with great customer service
now it's moved and the customer service is terrable

Does Vodafone own 3 or 3 own Vodafone?
3 used to have shocking customer service

I have had drop outs on the Princess Highway between Heathcoat and Batemans Bay

I have DATA drop outs in the western Sydney train line
whilst in the train
between Central and Parramatta

27 Dec 2010 11:07:36 AM: Neither 3 nor Vodafone own eachother, the merge was a 50/50 deal. Both companies banded together rather then 1 company buying the other out.

The networks are still separate however the call centers are now located in the same building in Mumbai.
27 Dec 2010 12:36:13 PM: Actually there is only one small call centre in Mumbai, a small one in QLD and a small one on the NSW Central Coast. The largest 3/Vodafone call centre is in the Philipines. I know this, cos I was made redundant by Vodafone some 10 months ago, and was told extensively where and why. More than 500 Australians lost their jobs at my centre, with an unknown number at other Australian centres.

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1895 Someone from NSW thinks vodafone is ridiculously pathetic at 27 Dec 2010 10:58:55 AM
Besides all the issues everyone else is suffering (dropouts,slow data,delayed SMS,pathetic customer service, etc, etc, etc) the manufacturer of my so called "smart phone" released a software upgrade for the phone addressing a few of its many shortcomings several months ago but Vodafail is not releasing it for download. The only reason I can think of is: why make a customer more satisfied with his handset (with manufactures' faults) if you might be frustrated enough with it to prematurely buy another plan/phone from them?
I would be glad to join a class action.

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1874 Someone from VIC thinks vodafone is Extreme at 27 Dec 2010 10:48:28 AM
I could not get the internet to work when i first joined vodafone back in June 2009. I downloaded the settings on-line installled them on my phone and followed all the instructions, yet it wouldn't work.

I tried calling the help line, but after being on hold for 20 minutes the call would drop out and i would be placed right back in the front of the queue again. This happened about 3 times across different days.

I tried going into a store, to only receive attitude from the staff who were completely disinterested as i wasn't buying. All they did was tell me to call the customer support.

I called customer support and got through. All the operator did was send the settings to my phone again, which i installed again and yet still didn't work.

I tried logging a request on the online support platform that vodafone have. Still no luck.

I tried calling vodafone and simply asking for some step-by-step instructions to change the settings my self. I finally reached an operator who understood my exasperation and put me through to the support. After speaking to someone who did mot understand english i was put through to an operator who finally solved my problem. My account did not have internet activated, despite me requesting it on the application form i completed.

I don't understand why Vodafone make it so hard to help their customers. Vodafone have serious issues in terms of the culture in there organisation. It is completely customer service averse.

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1872 Someone from NSW thinks vodafone is Epic fail at 27 Dec 2010 10:46:56 AM
Vodafone used to be good. Really. They did. As opposed to 3 (who are now part of Vodafone in a bizarre twist), who were expensive, had little to no coverage, and whose IT depatment made chimps look like engineers.
For some reason, and only in the past 5 or so years, Vodafone has gone really bad.
Coverage can only be described as crap, the word "plan" is used very loosely, and "customer service" seems to be an outdated, frowned upon method of solving a problem.
Personally, I think I have only suffered as much as the next person, but it is the fact that we are suffering at all that bothers me!
Why do I think sitting on the phone for "18 to 23 mintues" is acceptable? Especially when that seems to translate to approximately 45 to 90 minutes, and just in waiting time. Why do I just accept the fact that I can no longer use the email function on my iPhone unless I go into the Safari application and log on from there, apparentley because "Vodafone no longer supports that function", even though it did so just fine for 3 months!? And why do I also accept the fact that every second month or so, I "accidentially" get charged an astronomical amount, have a 40 minute conversation with Vodafone's tech support who unable to give any type of assurance whatsoever, and then I'm surprised when it happens again!?
Thank you for a place to share this Adam Brimo! Hopefully I will get away from Vodafone before my 30th birthday!
27 Dec 2010 11:00:17 AM: It would appear that the time has come for Vodafone to get out of the mobile telephone industry and go back to Cleaning Lavatories
27 Dec 2010 11:12:51 AM: If they Don't They Should Well do anything BUT run a mobile telephone service

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1871 Someone from ACT thinks vodafone is EPIC at 27 Dec 2010 10:46:15 AM
Poor reception all the time - in the parliamentary triangle, the airport precinct and Kingston generally.
Terrible customer service, after waiting in phone queue I was hung up upon right after they answered the phone. Twice.
the same device on the telstra network - both with full bar reception gives 400kbps down on Vodafail and 8000kbps for data downloads. But I don't even get 3g in my own house... (hebel brick, top floor of apartment). What's the point of having 2Gb data allowance if you can't even download that much if you try.

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1855 Someone from QLD thinks vodafone is at 27 Dec 2010 10:40:45 AM

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1845 Someone from NSW thinks vodafone is ridiculously pathetic at 27 Dec 2010 10:34:52 AM
Besides all the issues everyone else is suffering (dropouts,slow data,delayed SMS,pathetic customer service, etc, etc, etc) the manufacturer of my so called "smart phone" released a software upgrade for the phone addressing a few of its many shortcomings several months ago but Vodafail is not releasing it for download. The only reason I can think of is: why make a customer more satisfied with his handset (with manufactures' faults) if you might be frustrated enough with it to prematurely buy another plan/phone from them?
I would be glad to join a class action.

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1841 Someone from NSW thinks vodafone is at 27 Dec 2010 10:30:14 AM
I was a customer of Vodafone for 4 years. I had nothing bad to say about this company until the beginning of this year (2010). I began receiving complaints from friends that they could hardly hear me, calls started to drop out and I would have maximum reception bars on the handset but when I attempted to make a call it would not connect. Also reception issues where vodafone said I had reception I had none.

Unfortunately for vodafone my contract expired in November. I gave them a call (after waiting an hour) to see what was going on and to see if there was some explanation onto what was happening. I was advised that I needed to provide them with 3 examples of time, place and phone number dialled before they would consider my complaint. After waiting an hour and a further 30 minutes to register this complaint, it sealed Vodafones fortune for me.

After being a loyal customer for 4 years, it has become apparent that they really don't appreciate the customer and the best thing I ever did was switch to Telstra. As a previous Telstra customer about 6 years ago, I was a little hesitant as I had, had a few issues with their customer service at that time. To my delight, I have had nothing but exceptional service and reception from them and would recommend that all you people having problems with Vodafone walk with your feet. Hit them in the hip pocket.

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1840 Someone from NSW thinks vodafone is crazy bills at 27 Dec 2010 10:29:51 AM
I gave up trying to work out why my bills were at $450 per mth. I had been with vodafone for over 10years..and then this year started to experience both poor reception and poor customer service. I explained that there had been no change in my call pattern and I am on a business plan $79 cap plan which is for high users and that my bills were insane. I had constant complaints from clients and friends. I decided to bite the bullet and payout my contract and went to crazy johns on an umlimited blackberry plan to stop the bleeding. I thought this was risky but I needed a quick fix and entered into a $79 unlimited plan. for some reason I have experience better reception and customner service from crazy johns than with vodafone which is all a bit weird..maybe due to blackberry service..No excuse to vodafone...prior to my decision to leaving they offered me a deal to extend my contract with an extra phone which i agreed and then they palmed me off to someone else who reneg on the deal...absolutely ridiculous..

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1833 Someone from SA thinks vodafone is Woeful at 27 Dec 2010 10:26:31 AM
I had mobile internet with Vodafone for 2 painful years. Although I live very close to the CBD (where you'd expect good coverage), it was absolutely abysmal. The supposedly fast internet would contiously drop out after around 30 seconds. Tried to contact Vodafone and they were absolutely useless. Fortunately when my contract finished I moved to a local broadband company, with awesome customer service. I'll never use Vodafone again!
27 Dec 2010 10:31:23 AM: On a mac - I have had NP with coverage but know others with same prob - see my issue. "Someone from SA thinks vodafone is Mobile Internet at 27 Dec 2010 12:27:51 PM." Looking for new fone contract but won't be Vodafail

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1824 Someone from VIC thinks vodafone is ***** at 27 Dec 2010 10:21:35 AM
As bad as Vodafone is, think twice before jumping to Optus where customer service is just a rumour and changes in terms & conditions adfter you've signed the contract are the norm. Suggest the best thing to do is get out of your Vodafone contast ASAP and sign-up to use with Telstra's far superior network. It might cost a bit more, but as in everything you get what you pay for. Like flying Tiger versus Qantas :-)

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1820 Someone from QLD thinks vodafone is at 27 Dec 2010 10:20:26 AM

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1818 Someone from NSW thinks vodafone is at 27 Dec 2010 10:19:57 AM
I've had so many issues with vodafone I'm no longer with them. But most recently I was on the phone for almost an hour, on hold, trying to sort out a billing issue. Finally I had to hang up before actually speaking to anyone because I had to go to work. I have called back twice since and spoken to customer service people in Mumbai who are trying to sort out my billing issue. Vodafone needs to reimburse me the $60 they charged to my credit card after I left vodafone in October. They admit they owe me the money, but they haven't reimbursed me yet.

Last year I travelled for work and a vodafone sales person recommended I use a USB with a 24 month contract for wireless internet. Many of the places I travelled to in Australia had very weak service, if any service at all. I spent hours and hours on the vodafone help-line, and finally vodafone recinded my contract.

My father and sister had vodafone accounts until recently. For the ten years they had their accounts they received extremely poor customer service. at the completion of their contracts they have been charged at least $100 more than they owed, but the process of trying to deal with customer service prohibits any attempt on their part to reclaim that money.

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1809 Someone from NSW thinks vodafone is Poor at 27 Dec 2010 10:13:16 AM
Working in the CBD in Sydney and living just across the Bridge. Reception is consistently full 3G yet calls drop out consistently after 1-2 mins, sometimes calls don't connect and get automatically directed to vmail, data services around circular quay are absolutely pitiful during working hours. One more note, customer service at the Vodafone store in World Square is the worst I've ever seen "we are just a franchise, we can't help you, you need to use the telephone"..... what a cop out. If you have the vodafone logo on your store you are representative of them, sort yourselves out.

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1788 Someone from NSW thinks vodafone is Very very fail at 27 Dec 2010 09:55:44 AM
Vodafail stuffed up my billings and kept charging my credit card for overdue fees that kept rolling over - even though the bill is directly debited and i always had adequate funds. When i inquired in person, i was told that it related to the billing cycle. When i asked for it to be ectified i eventually got YELLED AT by a female worker in the Macarthur Square branch, in front of other customers. I said that i was going to make a formal complaint. After the complaint, i heard no response. Finally when i rang to end my service with them, they apologised and gave my free $50 credit so that i stay with them. I am now with OPTUS and have not looked back. Much better customer service and better reception. Vodafone is a big bbig customer failure. GO TO THE TIO. Itll make them loose control of their bowels over in the call centre in India.

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1765 Someone from NSW thinks vodafone is InComprehensible at 27 Dec 2010 09:33:33 AM
I've been a vodafail customer for over 10years ! Finally had enough it took a month 9 phone calls and a total of 3hrs on the phone to incompetent vodafail customer no-service staff to get them to rescind a contract that I didn't even sign up for... Apparently it was my fault for not noticing it was on my bill ! Still only got them to repay half the money I was owed as I couldn't afford to waste any more time arguing with them ! GO WITH THE CLASS ACTION... I'm with a new provider now who even offered to come to my office to show me how the new phone worked now that customer service

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1764 Someone from NSW thinks vodafone is Crap at 27 Dec 2010 09:33:10 AM
I thought I was alone - but after reading these complaints I realise it is sub standard service I am receiving with Vodafone. I can be sitting right next to the phone it doesn't ring - will get a message sometime later (sometimes don't even get the messages) - poor service where I live (sydney metro) - absolute crap customer service - had to go to the telecommunications ombudsmen three months into the contract. Now it seems my phone bill is creeping up in $$$ every month - I am a low usage user and have maintained $29 average per month for around 5 years - now my bills are creeping up to $60 per month - can see they obviously want me to take up their "unlimited" plans. No happy Jan!!!

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1742 Someone from QLD thinks vodafone is Considered Signing up but not now at 27 Dec 2010 09:10:33 AM
I see Vodaphone is spending zillions on a new ad. $45 per month sounds great if you don't have drop outs and have decent internet speeds. However the latest negative publicity has saved me from the obvious frustration , particularly the poor customer service. Too bad whistle blowers are treated so badly , if not then I'm sure there would be heaps of vodaphone employees coming forward with the true picture of how bad things really are.

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1727 Someone from NSW thinks vodafone is Average at 27 Dec 2010 08:52:01 AM
Call drop out and bad coverage contrary to staff advice is main gripe. Calls drop out at several locations around Sydney. Entering Syd Harbour Tunnel from north side, then exiting at East Distributor, New South Head Road at Vaucluse and Watsons Bay, both at the bottom and also up the hill along the ridge. Other unexplainable drop out around other areas. Just not good enough. My work phone with Telstra beats it everywhere but is more expensive. In Vodafone defence I have had no problems with customer service. Steve

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1724 Someone from QLD thinks vodafone is service and reception at 27 Dec 2010 08:48:07 AM
I think a very strong message needs to be sent to Vodafone so they are acutely aware of the problems they face at the moment and the massive dissatisfaction across the board with all their services!

Everytime I contact them to complain about an issue - I get a customer service representative denying any issues and wasting my time further on the phone.

Clearly since everyone else is experiencing difficulty - if they just apologised on the phone and told me they were working towards fixing it rather than telling me no problem exists - I would feel a whole lot better.

I

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1722 Someone from NSW thinks vodafone is Changing from prepaid to plan big mistake at 27 Dec 2010 08:45:46 AM
On trying to change from prepaid to plan via customer service, I spent (no exaggeration) at least 10 hours on the phone to vodafone to the past week. One of which was and 2hr 11 min call which ended on me being hung up on (accidentally or not) by the service.

I wanted to keep my same number, they sent me out a sim card which i put in my phone. They cancelled my prepaid simcard, but once I had put this new sim card in my phone I realised it was not my number, and furthermore I was unable to receive calls or texts on it! This was ongoing for over 2 days, being unable to be contacted. I rang on numerous occasions, each time having to repeat myself, to no avail. They would say 'we have fixed for you', but then nothing would happen!

Finally it worked. But now the internet on my phone isn't working. I have rung them no less than 3 times on this issue, with no improvement. My internet still doesn't work.

I am SICK of sitting on hold and talking to dip shits on the other line who seem to just LIE to get you off the line.

Worst idea ever, changing from prepay to postpay, if you are thinking of it, DON'T do it, it is not worth the pain.
27 Dec 2010 09:14:19 AM: Check the settings on your phone. On some handsets you actually need to go and switch on data in the set up or connections menu - it's not something that the customer service people can do for you once it is activated on your plan. Also check and ensure that you have 2G and 3G activated so that you can use your phone in a variety of areas.

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1710 Someone from QLD thinks vodafone is absolute at 27 Dec 2010 08:38:35 AM
Renewed an existing contract with 3 in dec 2009 after 2 years of great service, and slowly the broadband started to get slower and the mobile call reception deteriorated until we now have to go outside to make a call and avoid dropouts. Our internet is marginally faster than dial up during peak times and is so slow even when running at it's best I have considered moving house. Vodafone tell me they have been decommissioning 3 towers in the area and pushing all the services through existing vodafone towers. Result, congestion, and poor service quality. They did not tell us and we are still one year away from the end of the contract which is now not worth what we are paying. Vodafrustration rating 10.

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1676 Someone from NSW thinks vodafone is Multiple problems, poor customer service at 27 Dec 2010 08:18:11 AM
Multiple issues.

First of all: I couldn't log in to my account on the internet for > 10 days. I called technical support after waiting for hours on hold. Then after talking to a customer service representative, he said he couldn't help me and to wait for a password to be sent again. Password was sent and still couldn't log in. Had to call again.

Secondly, I had an extreme amount of difficulty just getting another account setup and had to go to the store to get this done.

My voice message abnk notifications aren't going to SMS and I asked this and still have not had a reply.

I applied to get my phone unlocked, have inquired about it and paid and still no response.

I tried to setup another account and the tech support, after 26 hours of discussion with 5 different representatives told me to go to the store to solve the problem. Took the store person an hour to figure out the problem because they could think outside the box unlike the phone technical support staff.

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1672 Someone from VIC thinks vodafone is massive fail at 27 Dec 2010 08:14:02 AM

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1657 Someone from NSW thinks vodafone is very at 27 Dec 2010 08:05:58 AM
Vodafone don't care I'm stiched up in contract and get billed for calls not made and services not used but vodafone can't be contacted and the Bathurst office says little and helps even less, Bathurst office told me that the new phones would work at my home but it does not unless I get lucky afer climbing a tree, all very curious that in 2010 that 20 kms from Bathurst Vodafone can't give me a service that works although they said they could not.

I cancelled one billed by month service after being wrongly billed had to pay changed to prepaid and get same poor coverage.

I'm fed up having to climb trees to make calls in the rain or drive 1.5 km to make a call that mostly drops out visitors come and they phone out from my home on other services, the Bathurst Telstra shop told me that the vodafone I have all 3 of them are not suitable for the local coverage that they are city phones.

so to move to another serive I need another phone why how can the government allow the poor service.

on another note: curious the government is now more worried about broadband but were the ones who did away with the CDMA service that worked here at my home/ the service now for me is virtually none and Vodafone does not care nor does the Government.

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1649 Someone from NSW thinks vodafone is at 27 Dec 2010 08:01:38 AM
Vodafone don't care I'm stiched up in contract and get billed for calls not made and services not used but vodafone can't be contacted and the Bathurst office says little and helps even less, Bathurst office told me that the new phones would work at my home but it does not unless I get lucky afer climbing a tree, all very curious that in 2010 that 20 kms from Bathurst Vodafone can't give me a service that works although they said they could not.

I'm fed up having to climb trees to make calls in the rain or drive 1.5 km to make a call that mostly drops out visitors come and they phone out from my home on other services, the Bathurst Telstra shop told me that the vodafone I have all 3 of them are not suitable for the local coverage that they are city phones.

so to move to another serive I need another phone why how can the government allow the poor service.

on another note: curious the government is now more worried about broadband but were the ones who did away with the CDMA service that worked here at my home/ the service now for me is virtually none and Vodafone does not care nor does the Government.

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1647 Someone from NSW thinks vodafone is TOTALLY FAIL at 27 Dec 2010 08:01:02 AM
I have been a loyal vodafone customer for 10 years, give or take. Previously I would recommend them to friends as they had awesome customer service, despite the fact the network was only good inside metro areas. Over the past year or two, this has changed. Poor network coverage, both phone and broadband, drop-outs, voicemail messages that come through anywhere from 6-48 hours after they are submitted. But the biggest fail of all is the Customer Service (or lack of.) Earlier this year it took me 4 phone calls, a number of emails and around 2 hours of hold-time, just to change my address. Then, the operator that emailed me had the ordasity to tell me "not to get upset" or something similar, after all this. More recently, I don't bother ringing them as each time you do, its another 1-2 hours on hold, then they transfer you to another department, and the call mysteriously drops out and back to sqare one! Just a tip... if I want something done now, I tell "Lara" I want to cancel, somehow that gets me thorugh to very helpful people in Melbourne, who actually jump over themself to help with anything!

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1644 Someone from NSW thinks vodafone is Hopeless at 27 Dec 2010 08:00:01 AM
Bloody Lara I want to kill her every time I call Vodafone!~ I've been put on hold for hours,,, why can't they answer the f--king phone!! Poor service!! A total disgrace!!

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1639 Someone from VIC thinks vodafone is massive fail at 27 Dec 2010 07:55:05 AM
vodafone automatically turned my voicemail off when i went overseas and turned off international roaming, then turned it on again.
upon return, my voicemail was inactivated.
i spent 1 hour on three separate occasions on hold to vodafone, eventually getting through to a call centre in india who were of no help.
they advised to call another number, which i was on hold for another hour. they were unable to help me and suggested i email customer service.
instead of 5 business days as stated on the website, it took 11 business days for vodafone to turn on my voicemail.
i am extremely disappointed and can't wait to get out of my contract.

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1631 Someone from NSW thinks vodafone is Customer service at 27 Dec 2010 07:51:03 AM
Customer Service throughout the Vodafone network,including its retail store distribution is disturbing. Firstly, Lara... please someone get ride of her.I came off contract October 23rd 2010 on hold for two periods of 1 and a half hours each trying to discontinue with this unprovider, finially got through to somewhere in the world,got onto to pre paid, still recieved email informing me of continued billing, spent another 40 minutes on hold again.Vodafone if your reading this customer service should be your mantra not providing the best possible deal that you can't provide... I wissh you the biggest possible failure

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1620 Someone from QLD thinks vodafone is very at 27 Dec 2010 07:44:26 AM
was called to an elderly customers premises 2 weeks ago to set up a wireless broadband stick he had delivered from vodafone. It was a prepaid unit delivered by VF them self.

I arrived to set the device up, needed to activate it, hes only other connection was a dial up service and the VF activate site takes along time to load on a dial up service. Any way, got to the page,tried to activate it, Put in the sim number and the service number (which i had to find by sms'ing from the computer to my phone) and it came up with a cant activate, having problems, call customer service. Rang them, turns out, the sim card they sent with the modem can not be activated for mobile broadband use , its a voice sim. (yet sms from the service says 12mth 12gb) anyway, they said they would arrange a proper sim, Called back over a week later, the new sim arrived, tried again, wouldn't activate, Took the modem to the shop to try on another pc, no go, called vf. Wrong sim again.

Right, wasn't putting up with this anymore, drove to the closest VF store, "sorry we can't help you, there is a pin on the account, without that no good. (i had everything that came with the modem) Can you have (customer) come in, No he is old and this is a VF problem.

Got back to the shop told the customer VF wont help and it is the wrong sim card (twice). Bugger it, the VF unit can go back, I'll organise an optus pre-paid.

Went to Big-W bought a $49 optus modem, popped the card in it, went to optus.com.au/activate, typed in the sim number and a few other details. 5 minutes later, The modem was up and running.

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1615 Someone from ACT thinks vodafone is at 27 Dec 2010 07:42:36 AM
I have been with Vodafone for over four years. It's generally been a good company to deal with and their deals have been good. However, in the last few weeks I have been getting on-and-off again reception in my house which is in the southern suburbs of Canberra, callers can't get through despite trying multiple times, the phone doesn't ring, missed calls are not recorded, if they do get through callers get flicked to voicemail, voicemail messages don't come through, SMS messages can take many hours to get through. Clearly, Vodafone is in deep trouble, but that's no excuse for going into denial mode. They have had to be dragged to the point of acknowledging the fact that it's their problem. Happily my contract is just about to finish, and I'm not going to stick around waiting for them to fix their problems. Their customer service staff are pleasant and generally competent, but the CEO and others at the top have acted disgracefully. I have not received the service I should have over the past few weeks and I do not intend to pay the next bill.

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1599 Someone from VIC thinks vodafone is It's almost funny at 27 Dec 2010 07:34:16 AM
On several occasions, spent more than 5 hrs on hold to customer service (I was trying to change plan) I should have realised such a thing was beyond the degenerates they employ. Most of them had trouble understanding my extremely complex request, and the one that did screwed up all of my account information. Rather than simply changing my plan on my current sim they sent me a new one with a different number. I almost cried. So I rang them to activate the new sim card, they said it would take 24 hrs tops. 25 hrs later neither sim card was working, I cried some more. I then decided to ring the tolled line, and surprise surprise no 5 hr wait, I almost got straight through. But they still couldn't help me because they had lost all of my billing information, and at present I am still waiting for my new plan to activate (they turned the old one off so I have nothing at all currently)

Their network performance is terrible, also. The internet on my phone seldom works, and yet they still charge me for every failed attempt to get to a website. Bastards.

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1587 Someone from NSW thinks vodafone is a shadow of its former self at 27 Dec 2010 07:23:38 AM
I have been a Voda customer since 1996. They used to be great, I used to be rewarded for being a loyal customer. Now, they suck and don't care about their customers, even old ones like me. The last few months is the first time in 15 years I've seriously thought about leaving.

* Other people have found me uncontactable. My other half rang me at home the other day and said "Why aren't you answering your mobile?" My mobile hadn't even rung. He said it went through to voicemail. I'm still waiting to get the message. (This now happens A LOT, which is making work and business colleagues very frustrated with me. Voicemails can take days to come through, if they come through at all.)

* How is it that I can live in Glebe, in plain view of the city skyline, and get no reception? Broadway Shopping Centre is also an inexplicable dead spot, and has been for the last three or four years.

* 3G is uselessly slow when you get it. If you get it. Wherever you are.

* My latest fun experience - I was on a work trip overseas and had switched on Global Roaming via the website before I left. When I landed in the UK, I had no reception and no Global Roaming. The person who was picking me up couldn't contact me, I couldn't contact him. It took him hours of walking around the airport to find me. When I got to a computer, I turned roaming on again. A couple of times. Again, nothing. I called customer service, was on hold for an hour and had to give up (any wonder I came home to a $900 phone bill!). I later called the faults line, who told me there had been an issue with switching on GR via the website (for three weeks??? WHERE WAS THE MESSAGE ON THE WEBSITE SAYING 'THIS DOESN'T WORK, PLEASE CALL US', VODA??) They said they could put in a request to turn on my roaming but it might take 3 days. I sent a bunch of emails to various people which resulted in it being switched on sooner. In the meantime, I'm in a foreign country, for work, and practically uncontactable.

One thing that was an eye opener on this trip - the reception and 3G speed I had in the UK and the US was exemplary. It is what Voda promises here, and it showed me just how much they don't deliver.

Thank you and f%$k you Vodafone, for leaving me with no alternative but to switch to those damn crooks at Telstra.

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1584 Someone from NSW thinks vodafone is at 27 Dec 2010 07:22:30 AM
I have corporate data and phone. Plan
I have complained to my account rep several times only to be told t will get fixed.
Calls constantly drop out when driving
Data unable to connect just as often
General poor service (signal) level
Last week I was driving from Olympic park to naremburn and I was not able to get any signal until I reached st leonards.
I have been with vocative since they first came to Australia, however their poor grade of service is affecting my business.
I have been doing some testing with TELSTRA and am finding the service generally superior in both reach and speed.
I think I want out

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1578 Someone from NSW thinks vodafone is Frustrating at 27 Dec 2010 07:19:54 AM
Wireless Data is so bad, and when I call customer service for help, I might as well ask the dog down the road, as the dog has a better chance of helping me than the person on the other end who ALWAYS says everything is fine.
Sick of it!

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1565 Someone from VIC thinks vodafone is i hate vodafone at 27 Dec 2010 07:09:22 AM
bad customer service
bad reception
bad 3g coverage

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1540 Someone from QLD thinks vodafone is Customer Service - Fail at 27 Dec 2010 06:39:35 AM
Wireless broadband cutomer in Brisbane. Initially 5GB for $40 seemed resonable against the alt options. The service was S-L-O-W to say the least, barely above dial up. Connecting was massive issue, but thanks to Whirlpool, learnt how to hook up using Windows internet connection instead of Voda software. Soon as Bigpond dropped 50GB to $50 bucks this year, migrated straight away (already had BB connection/Foxtel). Called Voda and on hold for 45 mins. THAT was enough time for me to lodge a complaint with Telephone Ombudsman...
Got a phone call back the next day from Voda rep (aussie). Why anyone waits for hours is beyond me! 45 mins is enough. I wouldn't treat my customers like that. I wouldn't have a business. End result, dropped back to a 1GB plan for $10/mth. The irony is that it works pretty good at my folks place on the Gold Coast...So I'm happy enough now.

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1537 Someone from NSW thinks vodafone is is fail at 26 Dec 2010 04:21:20 PM
Went to the boxing day sales today. The only two stores closed in the whole of this large shopping centre were Vodafone and 3. Methinks that they are trying to avoid a net loss of customers on this extremely busy shopping day. If there are any Vodafone employees here that can explain why, I'd be most interested.
Seems like they are not only locking customers out of customer service on 1555, but avoiding the need to provide assistance through their stores.
ACCC, surely this must be an issue???
26 Dec 2010 04:58:40 PM: I would be pretty sure they missed communications that mall was open? I know some stores were open (city) but most are shut today (i.e. suburban malls not open and street sites). All the mall stores will be open tomorrow. It's safe to say no conspiracy theory there...
26 Dec 2010 06:54:06 PM: The above post is correct, stores should have been open today. They'll be open all this week as well except New Years Day .
27 Dec 2010 06:59:57 AM: no excuse - read what was written - "The only two stores closed in the whole of this large shopping centre were Vodafone and 3". They didn't bother clearly, and clearly you didn't read it either. You work for them CLEARLY

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1504 Someone from NSW thinks vodafone is VERY FAIL at 24 Dec 2010 12:55:20 PM
Try calling 1555 for Customer Service, major delays and call drop outs call on and off for 20 hours from 17:00 yesterday - did not manage to get thru.

Now try calling to pay your bill over the phone by Credit Card on 02 8275 2267 call answered within 3 rings after going past the normal IVR Menu.

HMMM

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1502 Someone from QLD thinks vodafone is worse than I thought it could ever be. at 24 Dec 2010 12:41:03 PM
to the employee below. $500 billion in network upgrades? is that a correct figure? and in what part of our contracts does it state poor network performance is acceptable? is it next to the stipulation of poor customer service is tolerated? or next to the stipulation that the company you're signing this contract with may merge with another global network and completely offshore all customer service based activity, bar store staff, at their own discretion? I'm happy that Vodafone employees are happy in their jobs and feel the need to support the company when times are tough, signs of a good person with loyalty where it should be. but don't neglect the fact that your company is responsible to one entity first and foremost; the majority stakeholder, in this case, us the consumer. So it's your responisbility to give us the time of day to complain about service from your network when it's underperforming, and not roll your eyes when we go into your stores, or treat us like a number when we call your call centres. we give you the dignity of allowing you to upsell and speed read our contracts when going through the motions of your sales process, so please allow us the same respect when we decide your service isn't good enough anymore and use other channels to vent our frustrations.
24 Dec 2010 07:35:01 PM: Completely agree. What an eloquent post. I too feel for most of the voda store employees, and the ones I have spoken to have been nice and understanding of the issues since they are experiencing it themselves. But there are a handful commenting on this website who are bitter to the point of being rude and arrogant. I hope they realise they are just making themselves and vodafone look even worse.
27 Dec 2010 07:42:18 AM: it is against Company Policy to comment either good or bad regarding Vodafone if you are an employee of the Company, this is directly for the media spokesperson for Vodafone to make, not for you to act apon. Consider yourselves warned, but for the rest of us, BRING IT ON - TELL US AND THEM HOW IT REALLY IS!
27 Dec 2010 09:09:04 AM: Have you not heard of free speech. Anybody and everybody is entitled to it without someone issuing threats. If they submit an honest view that is good enough. Any Company the resorts to threats against it's own staff is on the to
oblivion.
27 Dec 2010 09:28:43 AM: Agree, have they paid the money they owe India yet
27 Dec 2010 10:26:51 AM: No, just about every mid-large size organisations have policies which ban employees from making public comment. They do so at risk of having their employment terminated. Right or wrong, companies employ specialist communications people to handle media etc.
27 Dec 2010 01:09:32 PM: Yep they're known as "spin doctors" because they can twist and turn anything into a fine yarn. If an employee of a company is told to pull the wool over the customers eyes that is wrong, they should be encouraged to tell the truth not the "spin" as dictated by the PR companies. They are contracted and paid well to distort the truth. I should know because I am one of them, but VF is not one of my clients.
27 Dec 2010 01:12:22 PM: Since when is lying acceptable corporate or social behavior?
28 Dec 2010 10:34:52 AM: "27 Dec 2010 11:09:04 AM: Have you not heard of free speech" - I certainly have and what's more I actually know what the phrase means and no, it does not mean that a person can say whatever they like.

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1500 Someone from Somewhere else thinks vodafone is miserably at 24 Dec 2010 11:15:20 AM
I am in NZ and having the same kind of issues. Dropped calls being the most frustrating. Delayed texts make planning something via text virtually impossible as you can't be sure the message is received.

Friends in Vodafone say moral is not good as staff deal continuously with disgruntled customers.

My partner's company abandoned VF and took their business to Telecom. Constant billing issues where they would threaten to cut off service despite bills being paid on time, as there was a delay in processing payments. Customer services staff acknowledged this but were powerless to do anything more than send emails to the account people. He couldn't get to speak to anyone other than customer services, mind you, even they couldn't speak to anyone else, apparently. Then he discovered that instead of logging the job, they would delete any record of the conversation so they didn't appear to be unable to resolve his problems. (Well, we assume this is the case, because when following up complaints, no one would know anything about prior calls made. In short, it seems management have totally insulated themselves from the customers experiencing problems and as consumers we are powerless to get them to listen! Way to go, Vodafone!
24 Dec 2010 06:11:29 PM: Welcome to the site, just goes to show that Vodafail is in a global meltdown. Your antipodean cousins and others share your pain.
26 Dec 2010 04:08:39 PM: And yet, Vodafone has( and absolutely no doubt will again,) claimed to have had phonecalls that NEVER happenned. Really, these days, no matter who it is, it is prudent to keep records. Though, it is difficult to prove the non-existance of a phone conversation that never happened without a sub-poena. In your case, possibly easier. It would appear Vodafone are not slackers in deception skills.
27 Dec 2010 12:05:14 PM: Agree strongly appears It does appear that Voda has some major structural and cultural issues. Lets wait to see when the financial markets realise this company is destroying shareholder value. Watch the share price with interest. http://uk.finance.yahoo.com/q/bc?s=VOD.L

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1490 Someone from ACT thinks vodafone is Fail? I now use a piece of string between two cups and get better Coverage! at 24 Dec 2010 07:28:38 AM

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1488 Someone from NSW thinks vodafone is two thumbs down. at 24 Dec 2010 05:23:25 AM
Just got a contract release, 15 months into my contract, with no break fees.
My advice:
- document your issues and attempts to resolve
- attempt to resolve with customer care but DO NOT fall for their stall tactics around testing your area, handset or SIM. The problem is probably a network issue, it's likely not caused by anything else.
- if continuing network or customer service issues occur, call the TIO.
- a customer service manager will call you back, although it may take up to ten days.
- they will offer you gratuities such as credit, a reduction in plan costs with a view to review in a month.
- if you want to break your contract, do not accept these offers. Explain that you've lost confidence in the network, you are highly reliant, etc; Explain that the only feasible resolution is a contract break.
- they will likely agree to this, conditionally. They may push the early termination fee or cost of handset. DO NOT accept this. Simply explain that you have been paying x amount for so many months and you must have covered a major proportion of the phone cost. If that doesn't work, explain that you are unsatisfied with the outcome and you will escalate with the TIO (Vodafone's fine increases every time you escalate due to non-resolution. Not only will their fine increase, but Vodafone also pay an amount of the TIO's operating costs proportionate to their issue burden).
- At this point, your release should be approved. Get this in writing, via email or SMS.
- You will be allowed to immediately port your number to another network.
- once you do port, an account closing balance will be issued. This WILL NOT include any penalty payments such as early break charges.

Stick with it and seek a fair outcome!
24 Dec 2010 07:41:03 AM: Thanks Two Thumbs down. it took me 3 trips to my local Vodafone dealer and 3 calls to so called customer service just to port my number across. WOW what an efficient company.
25 Dec 2010 10:19:47 AM: port your number to or from vodafone?
25 Dec 2010 07:19:32 PM: Ported my number from Vodafone to Telstra. The friendly folk at Telstra were so efficient, my number was ported before I even took my new phone out of the box. Turned my new phone on.in the Telstra store and it already had my number working.
There's no way in hell that would ever happen with voda.
By the way, been on Telstra for two days now. It is unbeluevable. no call
25 Dec 2010 07:20:37 PM: No calls dropped and amazing data speeds
26 Dec 2010 08:29:27 AM: Actually porting is handled by an external company that deals and accesses all Telcos, so it's not Telstra's efficiency that helped it. We frequently set up phones in store ready to go with ports daily. The number one cause for porting problems is incorrect account details provided to the telcos, so well done for getting it right, not many people fo :)
27 Dec 2010 07:27:45 AM: When I changed from Optus to Vodafone (mistake) I had to port my number through calling a Vodafone service (in India of course) despite being assured that my phone would be ready to go when I took it out of the box. This took them 4 days to organise as their systems were 'down'. So while it might be an external service that actually ports it, it still took Vodafone ages to actually arrange it.
27 Dec 2010 11:22:34 AM: Good advice and it works. Well almost they still try after 5 months. They have stopped now that I told them that they are harrasing me and I will press charges. NO more calls.

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1485 Someone from NT thinks vodafone is Vodafone is great!! at 23 Dec 2010 09:49:27 PM
To all that are complaining, I know why u cannot call anyone ... The people your are trying to call have blocked your number cause they find it to 'painful' to speak to u!! (no reception issue)I cannot believe people waste time on this. Try being nice to the customer service staff , I'm sure they don't go into your place of work and blame their list of personal problems on u.. Most people have bigger issues than phone reception in their lives to deal with , but it's all about u isn't it?? !!
23 Dec 2010 09:54:54 PM: Actually it's all about me..........the customer.
23 Dec 2010 10:22:27 PM: Yeah your the customer , if u don't like them ... Leave they probably don't like u either! I'm a customer at alot of places everyday and don't feel the need to be a complaining waste of space , if I need to say something I say it and don't blame the individual person who is working their butt off in a thank-less job! I'm sure u wouldn't jump onto a website as soon as u had a good experience. Grow a pair and move on
23 Dec 2010 10:48:32 PM: On the contrary, only the other day I complimented someone on their customer service with a web comment and I followed it up with a phone call as well. The sales person, company rep, customer service agent, call it what you will is the shop window for the Organisation. They are the front line staff, the first individual that a customer deals with. As far as growing a pair is concerned, I have grown a pair and they are bigger than yours.
23 Dec 2010 10:55:47 PM: This isn't a matter of not liking the company, it's a matter of Vodafone advertising and selling a service they know they can't provide. Then they understaff their service centres so that people can't get their problems resolved. The people who work in Vodafone stores should be just as upset with Vodafone as the customers for making their jobs infinitely harder.
23 Dec 2010 11:09:05 PM: Hmm just to easy to not tell the truth online , isn't it. As far as the staff being the front window, I agree but does this mean they should be treated Like crap? They have the same issues with phones etc , instead of being rude , getting pissed off or ruining your health and others by being/ stressing others out just go to a different company ! If u had the choice of Vodafone and before even seeing if it worked ( personal responsibility ) pay your contract out and go! It's always someone else's fault , no one forced u into that shop.
23 Dec 2010 11:14:48 PM: Well let's hope there is some good from this website and the customers and staff can enjoy Vodafone ! Maybe some direct letters to the CEO asking for a direct response from him!
24 Dec 2010 11:30:18 AM: you are making gross assumptions that all customers treat the staff badly. sometimes frustration boils over, but what steps are Vodafone management taking to help alleviate the problem for staff and customers?
and as for the previous comment - "It's always someone else's fault , no one forced u into that shop." pardon? I entered a contract. I pay them, they supply service. I'm still paying them but where is my service? both phone and customer!

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1477 Someone from NSW thinks vodafone is No network worst customer service at 23 Dec 2010 04:41:33 PM
Etiquites is a word off vodafone dictionary. The customer service staff are arrogant and the do not care attitude care attitude won't rake them anywhere.theei service is bad network is worst and the customer service more than worst(still finding netter word than worst in English dictionary).
Calls drop regularly data often does not work call them and be prepared to wait for ages just to get no answer.
23 Dec 2010 04:53:36 PM: Perhaps you should consult that dictionary more, your spelling is terrible.
23 Dec 2010 08:28:14 PM: no predictive text

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1452 Someone from SA thinks vodafone is useless at 23 Dec 2010 06:52:54 AM
Can anyone send emails via smtp.vodafone.net I have never got this to work. Also payed my bill over a week ago and the web sites still says it's outstanding. I've called the customer service but keep getting told "we are looking into it and all will be ok by xmas. Oh and the data speed, what data couldb't even log on this morning !! Need I say anything else,
Adelaide, SA
23 Dec 2010 07:29:57 AM: You live in Adelaide. Need i say anything else?
23 Dec 2010 08:58:39 AM: Now that's nasty,

Test Date: 23 December 2010 9:48 AM
Connection Type: Cellular
Server: Adelaide
Download: 5 kbps
Upload: 0 kbps
Ping: 645 ms

Need I say anything else......
23 Dec 2010 09:46:40 AM: Its nasty to put down one person but its ok to put down a whole company. Yes i think he is on too something here detective.. Perhaps the killer used a candle stick?
27 Dec 2010 10:48:13 AM: I HAVE BILL ISSUES TOO

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1436 Someone from QLD thinks vodafone is at 22 Dec 2010 07:25:57 PM
someone actually started a website about this? really?

clearly some people have too much time on their hands. im seconding the notion of this being "an excuse to complain about the most minuscule and pathetic issues in life".

if anyone else works in telecommunications, they know what the phrase "network upgrade" means. $500 billion in network upgrades in the next 12 months... yes, doesnt seem like vodafone wants to fix their network at all.

read your contracts people, and find something else to do than blog about.

and to the blogger who works at Optus - I work for Vodafone. Dont start on customer service. At least vodafone staff know what the word SMILE means.
22 Dec 2010 07:31:39 PM: /like
22 Dec 2010 07:52:08 PM: HA CLASSIC. note to telstra and optus.. last time i checked you didnt have perfect networks either?
22 Dec 2010 08:17:23 PM: nicely put :)
22 Dec 2010 09:19:16 PM: Making this website was just a nice way to pass the time while I was on hold to complain about the fact I couldn't receive or make voice calls half the day. That messages and voicemail were arriving a day late and the calls that did go through drop out.
22 Dec 2010 10:08:26 PM: Optus is the worst. They sold me a phone in a dodgy box that ended up being faulty. They don't even follow correct business rules because they're all franchised not company owned. A friend of mine is an ex employee and they used to use 90 points of ID instead of 100 and would exaggerate details in credit checks to get people approved. Last time I checked that was FRAUD
22 Dec 2010 10:11:04 PM: To QLD (original poster), tell it to the people who are relying on their mobile phones for business and work, only to find that they're not receiving calls. Tell it to people who are waiting for important phone calls/SMSs to come through for personal reasons. We're paying for a service that isn't being provided. I think people have every right to complain.
23 Dec 2010 08:16:15 AM: I 2nd that last post. We rely on our wireless comms as much as electricity for our business. It's not like there are phone booths on every corner anymore, and if there were...there's no 3G there either :(
23 Dec 2010 12:54:09 PM: It's Telstra's fault there's no phone booths... Oh wait wrong site... better go find Telstrafail.com...
24 Dec 2010 12:37:56 PM: $500 billion in network upgrades? is that a correct figure? and in what part of our contracts does it state poor network performance is acceptable? is it next to the stipulation of poor customer service is tolerated? or next to the stipulation that the company you're signing this contract with may merge with another global network and completely offshore all customer service based activity, bar store staff, at their own discretion? I'm happy that Vodafone employees are happy in their jobs and feel the need to support the company when times are tough, signs of a good person with loyalty where it should be. but don't neglect the fact that your company is responsible to one entity first and foremost; the majority stakeholder, in this case, us the consumer. So it's your responisbility to give us the time of day to complain about service from your network when it's underperforming, and not roll your eyes when we go into your stores, or treat us like a number when we call your call centres. we give you the dignity of allowing you to upsell and speed read our contracts when going through the motions of your sales process, so please allow us the same respect when we decide your service isn't good enough anymore and use other channels to vent our frustrations.
27 Dec 2010 07:46:23 AM: Great to know a middle of the road telco like Vodafone can afford to spend half the GDP of Australia on "network upgrades". Is that you Russell Crow? I didn't know you worked at Vodafone.

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1432 Someone from NSW thinks vodafone is Uberfail at 22 Dec 2010 07:06:07 PM
My girlfriend's phone disconnected with no reason. Trying to get through to customer service, so that her phone is more useful than a doorstop, currently still on hold 1hr 50 mins and counting.

I work for Optus, and I know that in many areas our customer service is lacking, but this is just beyond a joke!
22 Dec 2010 11:40:04 PM: To be fair, I've been on hold with them for ages at a time, it's mostly because moronic customers who don't listen to the prompts about Iphones are wasting the time of the people in where-ever the call centre is, the actual call centre staff are pretty good compared to some companies.
23 Dec 2010 08:49:06 PM: Yep.

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1430 Someone from NSW thinks vodafone is Biggest fail on earth at 22 Dec 2010 06:42:27 PM
Well i had issues with getting the roaming working from the website so i went in store, which they set up for me. i asked a few times if this would cost me anything (as i was going to America) and made it VERY clear i didnt want it if it was going to cost me money, they assured me it was free and wouldnt cost me a thing, they made NO mention of the fact it CHARGES you everytime ur phone connects to a different tower or something, i came back to over $200 phone bill for these connections, i went in store to ask what the hell. they didnt want to hear it, they had no problem telling me what all these charges were for AFTER i got back, this information would of been helpful i dunno BEFORE i left!!
The store wouldnt do anything and told me to go home and ring the customer service, so i drove all the way home, waited nearly a hour on the phone and was finally told to go INTO THE STORE!!! needless to say i wasnt impressed. i told them that the team member who served me left out the information i needed so it wasnt my fault i was charged. they said they would help me out IF i remembered the name of the employee, i DIDNT. how would i remember there name?!?! and they said they would ASK all the employees if they were the one to give me the wrong info, guess what NO ONE owned up! what a suprise! they pretty much said too bad there is nothing we can do.
They tried to offer $50 of texts, but with the plan im on i already get WAY to many texts for me to use, ive never gone close to going over. after being stuffed around on the phone more i gave up.

Now i havnt been able to get on facebook on my phone for at least 2 months.

cant WAIT til my contract is up so i can go to telstra or optus!!!
22 Dec 2010 06:48:39 PM: To have roaming placed on your account is free, but all usage of the phone whilst roaming (either overseas or in a non serviced area) are charged on top of the cap. The staff member should have been clearer about that for you.
22 Dec 2010 07:19:05 PM: yeah, i know, that is what i was saying, i asked specifically if there would be ANY charges if i put roaming on, and she said no none at all.
That is why i was so pissed off, if they had TOLD me there was charges, i wouldnt of put it on my phone at all!!
22 Dec 2010 07:28:25 PM: Yeah as I said, the sales person should have been clearer in that regards. In that case as well the store should have called on your behalf and explained that due to misinformation it happened.
22 Dec 2010 08:37:38 PM: i ended up giving up after being told to go in store, then going in store and being told to ring up, this went on for a while, no one cared. this was about 6 months ago now, but after that incident ive been desperatly waiting for my contract to run out so i can switch to optus or something lol.

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1409 Someone from NSW thinks vodafone is Very Fail at 22 Dec 2010 03:10:15 PM
See below, feel free to copy and forward with your story to:-

1. Vodafone
2. TIO

Call received within 1 day of TIO being informed from a decision maker in Australia.

Result:-

1. 2 Months Credit
2. Released from contract.

Good Luck

To whom it may concern,

I am severely disappointed in the level of service (or lack thereof) being provided from your network, and your customer service team. Your lack of network coverage in western Sydney, has been of an unsatisfactory level for the past two months. It has become so bad it has come to me writing this email.

I have spent most of the day attempting to get this issue resolved with your customer service team, however when I contacted your business call centre at 1400 hours on the 20th December 2010, your customer service personnel was unable to assist me due to computer issues. He could not call me back, and insisted I would have to make another call later in the day to sort it out.

I rang again around 1850 hours, and waited on hold for around 80 minutes, until your network lost reception and disconnected me.

I then rang again at 2120 hours and waited on hold for around 60 minutes until the call was answered, the customer service person told me he would put me on hold for 2 minutes and get back to me, another 83 minutes later another customer service person answered the phone, and then it dropped out.

The problems I am experiencing are continual call drop-outs covering most areas between Penrith, Blacktown, Castle Hill and Parramatta (the area my business operates in). On top of this the 3G connection enabling my email and internet access is also slower or non-existant from time to time and lagging of sms messages. These problems have been occurring for around the past 2 months, with no improvements. In attempt to see if the situation gets any better I have tried another sim card (on my account), and a different phone, and I still receive the same problems.

These problems have caused extreme inconvenience and have financially affected my business, through being non-contactable and getting sms messages too late, that a potential customer has sourced another company to conduct the repairs work.

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1402 Someone from NSW thinks vodafone is IDIOTS! at 22 Dec 2010 11:04:14 AM
Northern Beaches- How to get out of your contract.....I just did. I advised them that it was my only phone at home (i.e we do not have a landline) and they ended a newly signed (i.e 3 months ago) 24 month contract WITHOUT QUESTION. All i have to do is return the phone which came with the contract.

Don't let the customer service operator fool you into conducting the "tests" i.e try a new sim, turn phone off and on, telling you that they will call you back later (on your mobile phone) when you are in the place where you have no reception -what is wrong with these people. Aggressilvely DEMAND to speak to the cancellations team oh, did I mention? Expect to be on hold for + 1hr 20mins!!!! GOOD LUCK!
22 Dec 2010 11:12:57 AM: Ask for the 'loyalty' team. They are there to listen.
22 Dec 2010 11:22:02 AM: Somehow after this DEBARCLE I don't think the word 'loyalty' will exist in VODA-world.
22 Dec 2010 01:12:08 PM: What debacle? Sounds like a whole lot of unique individual problems that happened who knows when under who knows what circumstances randomly and rarely once in the past at some point much like any telco.
22 Dec 2010 01:39:06 PM: "unique individual problems that happened who knows when under who knows what circumstances randomly and rarely once in the past at some point much like any telco." Get a clue and read the problems on this site. If you don't think it's real then go about your business and don't bother yourself wasting time speculating - that's what vodafail are good at.
27 Dec 2010 12:44:05 PM: You are WRONG. The ACCC INVESTIGATION FOUND THAT VODAFONES SERVICE IS CRAP< AND DOES NOT MEET THE STANDARD OF THE CONTRACT THEY HAVE AGREED TO.

I CANNOT get a signal inside the building I work in.. IN THE SUBURBS OF MELBOURNE, IN A MAJOR UNIVERSITY. I have to GO OUTSIDE.

You are an IGNORANT MORON, who is making excuses for a company that is failing in its obligations to its customers. And your attitude is EXACLTY what I expect from a vodaho troll.

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1393 Someone from VIC thinks vodafone is The worst at 22 Dec 2010 09:05:25 AM
22 Dec 2010 09:37:59 AM: Been on hold one hour and 5 minutes since they've called me back ....
22 Dec 2010 11:02:59 AM: Maybe try early in the morning to call? Be at the front of the queue.
22 Dec 2010 01:19:58 PM: It doesn't make a bit of difference what time you call. They have so many customer complaints and issues they can't deal with the volume of calls

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1392 Someone from NSW thinks vodafone is Criminal failure at 22 Dec 2010 09:01:48 AM
Paid for their 3G data on my laptop between 2008 and mid-2010. Hardly ever worked. This was inside Sydney CBD. Moved to Telstra and have never had a problem. The only frustration bigger than their product not working was their customer service. Criminal product failure. Criminal customer service.

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1390 Someone from ACT thinks vodafone is Earlwood Area No 3 G NSW at 22 Dec 2010 08:29:29 AM
21st December Sporadic 3G reception from 14.00 to well after 00.00.Was on hold with Vodafone for appox 1hr.20 min and gave up.Friend rang me on land line to ask why my mobile was off !
Finally contacted them this morning Vodafone is unaware of any problems in the southern area of Sydney yesterday. Once again no compensation or truth about poor service.

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1389 Someone from NSW thinks vodafone is poor coverage poor service at 22 Dec 2010 07:46:05 AM
In this article http://www.smh.com.au/technology/technology-news/furious-vodafone-customers-spark-accc-probe-20101217-190gl.html Vodafone's director of customer service, Cormac Hodgkinson said:

"It's not saying we aren't seeing customers come through with problems but in terms of the specific issues that we knew about that were pretty much across the network, they have now been addressed,"

i rang vodafone technical support today, and they said that there are known issues in manly (nsw) and sydney cbd, so this guy is a liar.

22 Dec 2010 05:21:01 PM: Cause clearly a quote in an article is going to be up to the second accurate....

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1364 Someone from NSW thinks vodafone is at 21 Dec 2010 04:32:41 PM
My pain has been going on for 10 months!! and now i have to deal with terrible phone reception. My story starts in Feb this year when i took my phone in which i broke, totally my fault i take responsibility for that i had paid for the extra insurance for 2 yrs and it finally came in handy. Paid the excess got the new phone all good, 2 weeks later new phone doesn't work the 7, 8, 9 button stopped working took it back to the shop that supplied it they put it in under a warranty claim a week later go in, get a new phone in the box ready to go. Less then a week later this phone breaks, it is a nokia 6210 navigator so anyone with similar probs please let me know, anyway i head back in to the store i am told i need to produce the papers i would have received, which i informed them i got nothing the last time i showed them the original papers but it was not for that phone was told to wait and a manager would call me regarding that, waited, waited waited, called up about it went into the shop still nothing they had not found the papers ( my opinion they hadn't even looked, every time i went into the store i had to explain my story over and over again to someone new). By this time it was near the end of may and i had got nowhere all i had was a broken phone and still getting bills for a service they where no longer providing. I was going away for 6 weeks on June 10th. I went back into the original store went through the whole thing again and was promised when i got back they would be able to sort it all out for me. returned to Australia, shop is closed down! All records destroyed, back to square one, down to the other vodaphone store that had never dealt with me, once again i explained the story and off we went on another pointless ride or going nowhere, once again someone was to contact me regarding progress, some kind of internal database search need to be conducted with the serial number so they could identify the phone. The original shop had given me the phone without recording that it was sold or given as a replacement, as far as they knew the phone was still in vodaphone hands. Surprise surprise when i went in a few weeks ago to find out what was happening the staff had no idea what was going on, the person i was dealing wiht had left and from their under the breath remarks i took it that the person who had just left was not a very good employee so jumped on the merry go round and began the story again, this time i got an AMAZING girl, she did a search on the spot, reissued me with a proof of purchase receipt took the phone and sent it in, Finally somethng was happening. Today collect the phone, tech report the battery was flat ARRRRRRRRRRRRRRRGHGGGGGGGGHHHHHHHHHHHHHH did he/she not read the report it would turn on every few times then would not turn back on for months, of course the battery is flat i haven't used it for 10months i go the same crappy broken phone back. The helpful girl felt my pain and gave me a number to call and told me what to say. Right now i am waiting to hear back from some supervisor, who was not very happy to help until the words ombudsmen was mentioned and the amount of trouble vodaphone are in at the moment. I have had it with this company before i went overseas i canceled my plan and went onto pre-pay, the customer service and follow up in store is ATROCIOUS, this company had better do something quick smart if they wish to stay in business, by the look of it my problem is one of 1000's that they have to deal with.
21 Dec 2010 04:49:37 PM: BTW here is a number that i got through on pretty much straight away, i was prepared to wait the 45mins but only had to wait less then 5mins before someone answered
1800 676 464 i went to tech services and then option 6, none of the options was what i need and option 6 was for 3g mobiles which was the closest to my problem - good luck everyone
21 Dec 2010 06:43:04 PM: Yeah Vodafone stores are cool like that these days. How come you didn't keep your receipt? It is YOUR responsibility to keep your proof of purchase.
21 Dec 2010 06:46:47 PM: Did the magic number you used ask you to give your dealer code and password?
22 Dec 2010 08:10:38 AM: I was never given a receipt for the last phone that replaced the phone i got on insurance, i have that receipt but the particular store i went to was not run well and went bankrupt. The phone i have has never been recorded that it even left the store. I had to wait 2 months for an internal database search to be done on vodaphone hq computers (that's what i was told) and they have NO RECORD of my phone being sold or even leaving the shop. It is NOT MY responsibility to do vodaphones internal paperwork. All paper work that i have been given i have.
The number required no password when i called, although it is now about 8hours later and still no call back, when i was told to expect a call in 30mins.
22 Dec 2010 09:45:19 PM: I wouldn't expect a call back from that particular number as it is NOT CUSTOMER CARE.
23 Dec 2010 11:52:22 AM: may not be customer care, but i know have a new phone and have only had to be on the line for 10mins
23 Dec 2010 02:42:38 PM: You were lucky in that regards, that number is for Dealer related issues, as such if you call they'll normally ask you for the Dealer Code and password. If you don't have it they won't help you.

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1363 Someone from WA thinks vodafone is worst. fail. ever. at 21 Dec 2010 04:26:38 PM
For so long I had blamed my phones for bad reception, no internet connection, voicemails that disappeared into the infinate nothingness despite friends INSISTING they'd left them... "This damn phone!" I'd yell in frustration! But after three phone changes in the past year - the problem remained.

Vodafone. You sneaky bugger.

Then in the last few weeks the problems became public ... despite the customer service people (bless their hearts) telling me to reset my phone .. we all now know it's the network's problems.

The other week - I had a car accident. Crying on the side of the road - it took numerous tries to call someone to sob on the phone to who could come help me - and it took numerous tries to call work to tell them I couldnt come in (and even when I got through the person on the other end sounded like a robot). Now I'm missing calls from the insurance company, the insurance assessor and the crash repairs. Even when I get through - the call inevitably drops out a couple of times.

Thanks Vodafone. So reliable. To think - the reason I signed with you all those years ago was because Kramer from Seinfeld was doing your ads. (Yes, THAT long ago) Kicking myself on that one.
21 Dec 2010 06:52:14 PM: They were some great ads.
1 Jan 2011 09:01:49 PM: Didnt you have your distress flare with you? Handy to have when you are with Voda

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1360 Someone from VIC thinks vodafone is EPIC at 21 Dec 2010 03:26:17 PM
I have been using Vodafone for 8 years now, never really had an issue with customer service - actually every experience I had was great. Yeah, the reception was not always the best but this didn't affect me too much.
So, I open my most recent bill about 2 weeks ago, only to find it is $299.98?!?!! I am on an unlimited cap of $90, and an internate plan of @29.95 - that I do not use as I receive no reception. Rather than paying it out which I have been told several times is my only opton, just pay that amount everymonth. It's not a huge amount, so I don't really think about it. It also has only 3 months to run. My bill, in the 19 month I have been receiving them has never amounted to more than $90 + @29.95. So, I try to call the customer care. 5 attempts in one day, excessive hold times. finally get through to be told that their 'system is down', by a guy name Rasheed - or something dodgy like that. I can hardly understand the guy. I'm not the happiest of people, and I demand that they call ME back, I refuse to sit on hold at all any longer. He said they will within 4 hours. 10min later I receive a text saying they had triend to call me back, but I had not answered. Balls. My phone was next to me at my computer the whole 10mins.
3 more days of scattered attempts to contact them - but to no avail! even went into a local VODAFAIL store, who could also not explan the charges. Then on the 4th day I get through after a 34min wait. Only to be told I have come through to the wrong department. I get placed on hold for another 10mins. Call answered, to be told their system was 'down' again. That's when carcked and called the TIO, lodging a complaint. I try to call 1555 at 11pm that night thinking surely I will get through. Recording told me a minimim of 40min wait. Jam that up your A$$.
Yesterday, I am successful in getting through after an excessive wait AGAIN! (Apologies to my boss for using up work time.)
Apu (or whatever his name is) can't find the issue with my bill. Says there is a MPP charge on there. So I argue with this douchebag in his broken english, and his raised voice at me until finally he cracks and admits that there has been an error inm the bill. NO SHITE MORON. *** this is the good bit *** I demand some form of compensation for my time and all the troubles I have been having getting through to them. GET THIS - He says as a goodwill gesture, HE WILL CREDIT BACK THE CHARGES TO MY ACCOUNT!!! BUDDY, THAT IS NOT GOODWILL, THEY SHOULD HAVE NOT BVEEN THERE IN THE FIRST PLACE!! So I request to be put through to the complaints department. On hold for 10 more minutes. "Hello, this is another Indian call centre worker - but I am the manager, you can complain to me". After then detailing all the troubled AGAIN, I get nowhere. I also bring up the issue of paying for a service I don't receive with my internet. I ask for compensation for their lack of service and appaling customer service. I get nowhere. I ask to be put through to their complaints department again. This resulted in a heated argument about VODAFINE DOESN'T HAVE A COMPAINTS DEPARTMENT?!?!?! I give up, I advise I have already complained to the TIO. I then have an offer for a $29.95 credit for this months bill only. I ask for my contract to be cancelled of no charge - there are only 3 months left. I get nothing but a mouthful of crap from ths other Apu dude. I hang up.

I have now lodged a second complaint through the TIO.

Let's see what happens...

THIS IS WHAT HAPPENS WHEN TIGHT-ASS COMPANIES MOVE THEIR CALL CENTRES OFF SHORE.
SHAME SHAME SHAME.
21 Dec 2010 03:36:14 PM: isn't it us who are the tight asses?? these companies are cheap BECAUSE they move their call centres off shore, if we expect better service, maybe we should pay to shift to telstra!!!
21 Dec 2010 03:48:20 PM: I feel your pain!I have forgotten how many times I was told by Apu that their systems were down and they could not help me after a 40 minute wait to speak to said Apu if I was lucky. The worst is that Australian woman greeting cheerfully telling you that she has checked with the department and they are busy helping other customers and I will not be put through but I can leave a message... if do not leave a message she just repeats herself to infinity. I am so grateful to no longer be a vodafucked customer..my stress levels are down and I feel like life is back to ordinary annoyance instead of every day infuriation and powerlesness in the face of a giant, unreponsive rip off scam that doesn't even answer their fucking phones and lies, lies, lies blaming you, your phone, your area and every other thing except the one thing they know is true. Their systems are totally fucked and they are fraudulently taking your hard earned money.
21 Dec 2010 03:56:18 PM: Telstra don't have good service. They have good coverage, but not good service.
21 Dec 2010 07:13:08 PM: Telstra coverage is just in places where it's not economically viable for the other telcos to build infrastructure due to half government ownership and legacy requirements to have that essential service thing (home phones) and to keep the farmers happy so that it doesn't become a political issue.
21 Dec 2010 09:31:36 PM: how racist...
22 Dec 2010 07:12:05 AM: I am racist. Especially when for 8 years I have been happily dealing with, and easily able to contact someone who not only understands me, but I can converse with easily. Not to mention is polite and offering great customer service. So, what's your point?
22 Dec 2010 08:14:42 AM: By the way it should be noted i am an ex-virgin customer, their call centre is in Mumbai, and they were fine to speak with and get a hold of and the like. So yes they go because it is cheap it does not mean they also have to have the shittest employees. It is possible to have good customer service ad decent american accents in India. Please Vodafail find some of THESE people. They are MUCH easier to speak to.

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1355 Someone from NSW thinks vodafone is making me sad! at 21 Dec 2010 02:27:43 PM
After months of bad reception, dropped calls, slow data, delayed SMS & MMS messages I rang Vodafone with one question..."How much to get out of my contract?" After only 10 minutes on hold (I thought that was pretty good), the customer service person who took the call couldn't provide me with an answer (this took another 10 minutes to deduce). She said someone would call me back and quess what...they did! However, this person couldn't answer my question either. They were Tech support. They blamed my phone, my sim, my area (Sydney CBD???) and then said someone would call me back in 72 hours. I insisted that I just wanted to know how much to get out of my contract. Finally they agreed to put me through to someone who might be able to answer my question...another 10 minutes on hold...someone answered...and the call dropped out! This was last Friday and no-one has called me back.
I have been with Vodafone for 10 years and I am sad to be leaving them but enough is enough.
21 Dec 2010 02:58:57 PM: see ya later.have fun getting ripped off
21 Dec 2010 10:00:45 PM: omg, 'have fun getting ripped off'. obviously someone who works for the company and doesn't care about the customer. you can see what sort of people work for vodafone
23 Dec 2010 06:43:51 AM: Another long time customer of Vodafone (10 years). Sad to leave, but having instant Voice Mail messages (not days late) is just far too important for my line of use.

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1302 Someone from NSW thinks vodafone is Worst I have ever used at 21 Dec 2010 08:49:31 AM
I was gonna order Vodafone on a 12 month plan with HTC Desire HD on their NRMA 3 months free offer. Before that i had Vodafone on month to month plan. I called up their call center(wait of 40 mins so I chose the callback option though the CS didnt sound like doing customer service) told me that the offer is not valid now. I asked them to check their website and they did and came back yeah its valid. Then they said you have to talk to Sales team(I had told them I am a Vodafone customer already) but still they did and I waited for 30 mins and then hung up. After some time I called up again this time I was told this offer is not for 12 months(again I said check the website) they didnt agree(and were rude). I called NRMA and they confirmed that the offer is valid and they connected me directly to a local Vodafone respresentative and he said since I am on Vodafone on a month to month I can get a new contract and move my current number to prepaid and then move back in to the new contract. And yes the NRMA offer was valid for 12 month contracts too. I signed up the contract and got a virgin prepaid and moved my old voda to Virgin and then after a couple of days called Vodafone to move my number(which was on virgin) back to my new contract and I was told Vodafone can only do it at the time of signing up. huh that was enough for me to take. After going all through I was back again explaining the CS at Vodafail of what I was told by one of their friends. And finally they recognized it and said "we will do it as exception" bullshit.

Now the experience of using the new phone. I see the network going off atleast couple of days in a week and in Sydney CBD too. I have never seen the 3G or HSPDA showing on my HTC .. Never!! All this Saturday( afternoon) there was no data network in North Paramatta(I was trying to check Ashes scores). Also under the account I checked out of 2 Gig data a big chunk is GPRS. I hope it doesnt mean that I have to finish that first before I start getting 3G/HSPDA which I never even if I sit 24 hours on my phone and open websites. What a waste of money this contract is I wish I could get out of it.

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1296 Someone from VIC thinks vodafone is Useless. at 21 Dec 2010 08:06:50 AM
I used to have vodafone mobile broadband. The coverage was shit so I cancelled my contract and sent back the USB modem. This was 3 or more months ago. I noticed in my emails that they are still billing me.. So I called them. After being on hold for AGES they transferred me to a different department, then told me I had been transferred to the wrong department. I gave up trying and just hung up. I called back the next day and again, they transferred me to several wrong departments. To this day they continue to bill me. I'm not even going to bother trying again. Their customer service is just bullshit. If they can't tell that me not using any data mean I DO NOT HAVE THE INTERNET ANYMORE then they are morons.

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1291 Someone from NSW thinks vodafone is hopeless at 21 Dec 2010 07:28:43 AM
Was with Vodafone for 5 years but the service performance was getting worse and worse that me and my partner had to leave the network. When I called the customer service line to ask when my contract would be up, they asked why I was thinking of leaving Vodafone, I answered as honestly as I could "Your network is so unreliable I can't make/receive calls and sms..." the rep just answered "oh... okay... is there anything else I can do for you today?" FAIL VODAFONE... FAIL!

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1283 Someone from NSW thinks vodafone is must be forced to assist at 21 Dec 2010 05:20:42 AM
Vodafone - please expect a civil suit to cover your customers lost business and time.
It really doesn't matter what you do from here. You're a bunch of dishonest bastards.
Funny thing is that the staff in your stores seem to agree. I've been to three stores to deal with my ongoing issues and the staff freely admit what a dodgy outfit you are. Specifically, they admit that the customer service system (which one staff member said you had spent $90B on - I think not), was causing more harm than good. All your staff mention that they have a gag order imposed, but they don't seem to care (I guess that's because they're so pissed off with you too). Your staff have freely admitted that there are obvious signs of a downturn in customer sign ups (but also admit that head office is happy to give out numbers on new connections, but not disconnections).
This is not made up. If you want store details, dates and times, then don't worry Vodafone, I keep records of my interactions with your 'team'. Just like so many others do.
Dealing with Vodafone is becoming a part time job!

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1238 Someone from NSW thinks vodafone is Until there is real competition nothing will change. at 20 Dec 2010 04:03:54 PM
I'm a small business owner, moved one of our numbers to Vodafone so we can get the HTC Desire HD. I'm afraid given my recent experience with Vodafone 3G and customer service I don't think I will move the rest of the business mobiles across to Vodafone. Tried calling Vodafone but like the other Telco's they don't employ human beings in Australia and try everything to avoid answering their phones and deal with customers. Unfortunately the other Telco's are no better so where do we go? I guess it's true, a recent comment by a senior executive for one Telco said "If Australia's biggest Telco doesn't offer customer service so why should we invest time, people and money in improving customer service" Unless Telstra lifts it's game and offer REAL customer service at REAL competitive rates the other Telco's will simply sit on their fat rear ends, take the money and run. Telcos in Australia don't give a s*#t about customers simply because there is no real competition.

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1233 Someone from ACT thinks vodafone is arrogant at 20 Dec 2010 02:53:12 PM
22 Dec 2010 08:37:43 AM: Can someone please provide the link for this article? I would love to read it!!
22 Dec 2010 10:32:12 AM: Can someone please provide the link for this article? I would love to read it!!
22 Dec 2010 07:19:15 PM: http://www.dailytelegraph.com.au/vodafone-upgrades-to-boost-data-flow/comments-fn6e0s1g-1225964802787

unbelievable

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1205 Someone from WA thinks vodafone is bad in WA, worse in NSW at 20 Dec 2010 12:31:01 PM
My list of problems (which are probably the same as everyone else):
- calls not coming through at all.
- voicemail and texts arriving hours, sometimes days after they were sent.
- poor to non-existent internet access
- crappy customer service

It's bad in Perth and, oddly, even worse when I'm in Sydney.
My partner is with Telstra, and guaranteed, any time my phone is *not* working.. her phone is. Vodafail big time - counting down the months until the end of my contract!
22 Dec 2010 09:44:26 AM: I experienced the same thing with the Voda mobiles at work. We run about 80 and they've been doing this on and off for the past year. Lately it's become worse. I thought my bill was strange when everyone's voicemail bill increased by 50 percent.

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1202 Someone from NSW thinks vodafone is Hanging in there at 20 Dec 2010 12:14:25 PM
Until a few months ago I had a mobile broadband service and a mobile service with VF. The broadband service deteriorated to the point it was unusable and after many calls and emails to customer service I went the TIO route .. end result is that the mobile broadband service contract was ended. Given that the service in my area improved I decided to keep the service but be free of the contract; at least that way VF retain a customer and I retain a service for as long as I want!

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1197 Someone from WA thinks vodafone is unhelpful at 20 Dec 2010 11:56:09 AM
Poor infrastructure, poor customer service, poor public relations. They should be banned from taking on any new customers and be forced to offer ALL existing customers a release from their contracts. Lets then see how long they stay in business. Their profits are measured only by the deceptive marketing strategies they have in place. It's the telco equivalent of a Ponzie scheme and should be investigated by the ACCC.

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1196 Someone from NSW thinks vodafone is Obviously not getting the message. at 20 Dec 2010 11:52:20 AM
Dave from the Vodafone social media team, please give up now.
It's obvious that you are a junior who can't do anything to help.
Formulaic stuff - "we hear you"....aaaargh. Sounds like you've been to a half day "dealing with difficult customers" class.
We all know that you can buy time by pretending to empathize, pretend that you are listening and promise to act.
Dave and Vodafone, listen up. WE WILL NOT STAND FOR YOUR SUB-STANDARD RESPONSES.
How is Twitter going to help me?

Dave, a story for you;
I have already lodged a complaint with the TIO. it's taken 7 business days but one of your customer service reps called me back and left a message and a phone number. I was in a meeting and unable to take the call. After the meeting I called back on the nominated number and guess what Dave, I was put in a call queue for 15 minutes and then the line dropped out.

So Dave, and Vodaphone - this 'social media' strategy won't fool anyone. It's obvious that you still think we are idiots.

Everyone else, vote with your feet. Complain to the TIO that you aren't getting what u paid for.
Go to another provider. Tell everyone you know about how poorly Vodafone has acted. Do it over Xmas lunch.

I walked into a Telstra shop yesterday to discuss plans just in case I can break my contract.
It was like a breath of fresh air.

Meanwhile, the staff member at the Vodafone store next store freely admitted how frustrated many staff are by their own employer and how bad they feel selling contracts to customers when they know that the service doesn't work.

Vodafone, sort yourselves out and stop forcing your staff to lie.

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1194 Someone from NSW thinks vodafone is Vodafone Epic Fail at 20 Dec 2010 11:47:07 AM
21 Dec 2010 09:40:28 PM: You're the only one. Sorry.
22 Dec 2010 09:14:04 PM: If you would like service from an Australian vodafone has great staff in the store whom u can ask to call customer care on your behalf. You can explain the issues you are having with the phone and the service. Troubleshooting will be done, credit will be placed on your account, and if teh issue cannot be resolved you can be released from your contract.
23 Dec 2010 10:15:23 PM: You can only be released out of your account after tens of hours on hold, numerous complaints and then complaining to the TIO. Vodafone doesn't let you leave that easily, it takes a lot of time and effort.
23 Dec 2010 11:54:41 PM: Sweetheart you must be really missing somthing in your life grow up its a phone service
24 Dec 2010 07:56:03 PM: hahha..Emma, pure brilliance! Best.Comment.Here. And to the last post - yes it is *only* a phone service that isn't working properly for a lot of people, so they come to this site, *only* for sharing the difficulties people have been having with said service. You must be missing something in your life also - empathy and a sense of humour.
27 Dec 2010 07:35:19 AM: Totally agree with the comment above. All the Vodafone employees who are commenting on here are totally devoid of any empathy or sense of humour. It's a huge part of their problem. The CEO apologies and they still try to blame every problem on the customer.
27 Dec 2010 11:36:48 AM: That's great Emma. And yes! That effing Lara! That is what made the phone calls so painful. She's deaf and patronising!
5 Jan 2011 11:33:45 PM: To the two VF customers below

@22 Dec 2010 11:14:04 PM: BULL!!!!!! I've been going around in circules with VF for bloody ages and now its with the TIO with no resolution so far. release me from a contract, I think I'll see birds fly upside down first!.

@24 Dec 2010 01:54:41 AM: Actually mate my phone is a connection to my cutomers, as a small business owner my phone and data services are FUNDAMENTAL without which I lose money. Hence why my phone is now thousand little pieces and I have another contract with Telstra who are providing a better saervice and customer support.
22 Jan 2011 10:44:06 AM: LOL pure gold Emma

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1192 Someone from NSW thinks vodafone is Customer Service Failure at 20 Dec 2010 11:41:33 AM
If Vodafone is in so much trouble (mess) at the moment, why dont they open up an Australian customer service department with some serious support - instead of waiting up to an hour for someone in India to answer the phone. The line quality to Inia is also shocking and I found it really hard to understand the person on the other end.

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1190 Someone from NSW thinks vodafone is FTF - Full Time Failers at 20 Dec 2010 11:25:57 AM
What is Lara doing answering phones when she should be making sandwiches?
Vodafone hold music is just crakling and repetitve assurance of quality customer service and optimum products.

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1189 Someone from NSW thinks vodafone is FTF - Full Time Failers at 20 Dec 2010 11:24:42 AM
What is Lara doing answering phones when she should be making sandwiches?
Vodafone hold music is just crakling and repetitve assurance of quality customer service and optimum products.

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1184 Someone from VIC thinks vodafone is Fuckin' Shitful! at 20 Dec 2010 10:52:33 AM
Poor service, forever dropping out, changing over to the Edge network constantly, data speeds are pathetic!

On the brink of seeing if their lack of service allows me to break my contract with them after a number of years being a loyal customer

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1182 Someone from NSW thinks vodafone is Very fail! at 20 Dec 2010 10:30:06 AM
I have been a customer pre-paid and contract all up for about 5-6 years! This is the worst service ever.
Am currently serving the last year of the 2 year contract I am one and for the last 4 months I have had drp outs, no service, web sites take over 5 minutes to load and most dont load at all, sms looking like they have sent but dont recieve.
I live in Hornsby NSW an area that recieves stantard service as per their website states.
Months ago I tried to call to report these issues. After several 45 minute waits and several drop outs while on hold - suprise suprise - I have been unable to speak to someone on the phone so I emailed in detail the problem only to receive some confusion automatic email asking me to fill in a form stating everything I just mentioned.
There was no mention of any technical issues.
This was the same story when I went into a VF store. Noone knew anything about it except for one staff member who told me I will just have to switch to 2G and that VF are doing maintainence to the towers and some customers will just have poor service and will have to live with it. Yeah I dont think so Vf read your contact people and use this against them.
So off the TCO I went and hopefully I will be out of my contact by Christmas. Best present I will ever receive!
Teltra here I come!

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1179 Someone from NSW thinks vodafone is Very Very Poor Service at 20 Dec 2010 10:10:12 AM
I now have a phone that doesn't make phone calls, a data service that only works when it is connected to my wireless network at work or at home.

Have given up getting them on the phone. Am now going to go into store.

Not Very Happy.

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1174 Someone from NSW thinks vodafone is at 20 Dec 2010 09:24:34 AM

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1171 Someone from NSW thinks vodafone is Lara needs a hearing aid at 20 Dec 2010 09:08:32 AM
If you're interested to get on an endless loop to nowhere, call 1555. Lara doesn't "quite catch that". You say "billing enquiry" and she's like "did you mean iphone problems". Worst customer service ever. You'll wait for over an hour to speak to a real person who is based in india. If they don't know how to answer your call they simply hang up. Very RUBBISH customer service.
If you go into the store on George street, expect serious attitude from the horrible staff that see customers as an inconvenience to their day.
Get it together Vodafone.

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1157 Someone from QLD thinks vodafone is Terrible at 20 Dec 2010 08:18:50 AM
I have been a Vodafone customer for over 10 years, I have never had worse service over the last 6 months, not only at a network level but at a customer service level.