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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11584 Someone from NSW thinks vodafone is all the time at 9 Jan 2011 11:02:40 PM
Cant call without been dropped. Have to call again and again.

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11573 Someone from NSW thinks vodafone is CRAP! Waste of space! at 9 Jan 2011 09:54:22 PM
On the south coast and absolutely no reception, too bad if something happens to my kids at the beach and I can't call anyone for help...I have wasted hours on hold waiting for help with bills and overcharging, only to hear promises of call backs that never happen.
SmS's that don't send or ones that take days to be received....absolute shit!!!

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11572 Someone from NSW thinks vodafone is Reception bad at 9 Jan 2011 09:53:04 PM
Grr...just bought a book via Kindle for my iPad and whammo, reception is dropped, again. Then I get a page telling me I have to recharge. That is dishonest, it should be a page to say their network has collapsed again instead of trying to get more money out of us. I'll have to resort to physical book and squint. These outages are occuring for a couple of hours a day. Do we get a refund.
10 Jan 2011 02:39:34 AM: Yes, the prepaid iPad SIM cost zero dollars.

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11569 Someone from NSW thinks vodafone is Rubbish at 9 Jan 2011 09:50:40 PM
9 Jan 2011 10:15:12 PM: Care to elaborate???

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11563 Someone from NSW thinks vodafone is Where do I start? at 9 Jan 2011 08:59:14 PM
12 Jan 2011 06:40:23 PM: good on ya mate,i,m in the same boat,but believe me i will get out. they are a bunch of crooks,optus have a pre paid deal of 2 dollars a day no contract unlimited to an no. in australia i was on that before it was the best.vodashit promised me better than that,but it was the worst mistake of my life.

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11556 Someone from NSW thinks vodafone is The Worst ever seen in the last 15years at 9 Jan 2011 08:27:31 PM
Well where to start?,, I have been a loyal customer with vodafone for the last 15 years, where we have had some pain along the years, but boy or boy, nothing compares to today's "vodapain", when you have a problem you'd better call your butcher, as any of the vodafone call centres take just over half hour to answer the phone, and thereafter another 1 hour to communicate to some rather stranger in another planet. Now this did not happen years ago when vodafone had all call centers in Australia, I have had numerous disputes and battles, that came to conclusion that best option is to move along, and change carrier.
vodapain should never merged with any other telco (3), if you are not prepared to cater for services on your own.
Your loss...

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11552 Someone from NSW thinks vodafone is about as good as a nun in a brothel at 9 Jan 2011 08:20:37 PM
ive been with vodafone for 5 years now never had a major drama until the last 2 months. im using prepaid and for starters i get over charged for my calls and msg's especially when i recieve the "low credit" msg. My "free" data isnt used until my actually credit runs out so if want to check my emails i get charged for the data usage even though 4 times ive been to 3 different voda shops and to get it looked into and get told the same rubbish.
Ive called numorus times to the call centres, waste of time.
And like everybody else my reception is crap at the best of times and 3G basically doesnt exsist anymore.
Vodafone, advice: get ya stuff fixed, dont leave everybody in the dark and most of all dont have your friggin call centres overseas. Youve lost a customer.
9 Jan 2011 08:25:33 PM: i also forgot to add that becaause of the "network upgrade" i missed out on 3 job interviews, which at this point is now affecting my livelyhood. im going to join the fight against voda. voda you should have helped out when you had the chance.

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11547 Someone from NSW thinks vodafone is torture at 9 Jan 2011 08:10:42 PM
constant drop outs all over sydney
cant wait to change carriers

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11545 Someone from NSW thinks vodafone is about as good as a nun in a brothel at 9 Jan 2011 08:08:07 PM
ive been with vodafone for 5 years now never had a major drama until the last 2 months. im using prepaid and for starters i get over charged for my calls and msg's especially when i recieve the "low credit" msg. My "free" data isnt used until my actually credit runs out so if want to check my emails i get charged for the data usage even though 4 times ive been to 3 different voda shops and to get it looked into and get told the same rubbish.
Ive called numorus times to the call centres, waste of time.
And like everybody else my reception is crap at the best of times and 3G basically doesnt exsist anymore.
Vodafone, advice: get ya stuff fixed, dont leave everybody in the dark and most of all dont have your friggin call centres overseas. Youve lost a customer.

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11539 Someone from NSW thinks vodafone is try working with them at 9 Jan 2011 07:55:42 PM
ok all carriers have issues...but heres my point from being someone who used to work in the industry.
one yes the call centre support number is crap simce it moved from tassie some years ago.
the systems they use siebel is crap constantly failing. it failed for months when first released.
previous systems were so easy to use

Staff in the telco industry hate calling dealer support as they are hard to hear and yes they dont speak english well....
please remember the staff in the telco industry dont make the issues it usually is the network as a issue we understand and share your pain.

accessing personal info yes it has a web portal and only vodafone store have full access to billing calls ecetera.

VHA as they want to be known have people who dont know vodafones systems trying to help stores as they are brought from three (hutch)
The amount of information from vodafone and training is rubbish there training material is incomplete and has a massive issue with too much unecessary information.
other carriers have very easy to follow and easy to see any issues when processing conections.

words of advice
go through the confirmation with the staff and get all the relevant brochures regarding you plan and make sure the staff know what they are talking about they are the professional and should know this information inside and out.
a easy way is to ask them if they are on the ball ask them call rates and flagfall and txt and pxt msg costs if they know this then you have staff who are knowledgeable with the plans and network.
(confirmation of understanding is something you sign to say you understand all the terms call rates and what you have applied for make sure the copy is given to you)

2nd buy a prepaid sim to check coverage or get a month by month account one you can cancel at anytime to check the reliability of the network

3 if you cant check on you current providers phone select network select manual search and see what names come up

4 ask about what happens if i get no coverage as you are signing up.
as other carriers have a satisfaction guarantee.
10 Jan 2011 02:44:37 AM: Do other carriers also have Seibel training seeing as how they use the SAME system?

i.e. Telstra and Optus.
11 Jan 2011 06:33:55 PM: I love our Mumbai brothers and sisters. Some are even my friends on Facebook. The ending to this post is similar to advice I've given earlier. I love the extra perspectives. Good post mate.

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11537 Someone from NSW thinks vodafone is complete at 9 Jan 2011 07:51:46 PM
used vodafone for over 10 years.Many frustrations
Very frustrated that I cant send pop email on my Iphone 4.
also something is sus. try loging into vodafail.com from voda iphone. It Blocks you.
Check it out
10 Jan 2011 02:46:17 AM: Try checking your smtp settings.

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11532 Someone from NSW thinks vodafone is ps at 9 Jan 2011 07:44:18 PM
oh and i'm moving to Queensland next weekend, heard reception would be as great as in Sydney as it is in Brisbane.

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11531 Someone from NSW thinks vodafone is Great Service NOT!!! at 9 Jan 2011 07:43:34 PM
Hey, you know the Vodafone towers on the Pac Highway at Chatswood, what is that tower? is that a reception tower? I drove by it thinking it was and checked my phone to see how much reception I had. I had between 3 to 4 Bars.

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11530 Someone from NSW thinks vodafone is 3g what 3g at 9 Jan 2011 07:42:48 PM
Should of stuck with Telstra prepaid, or even Optus prepaid.
Thought I'd get my value for money on the infinte plans. Still waiting for customer service to fix the fact that my brandnew phone can't get 3G signal with Vodafone, but it's fine if i put in a Telstra or Optus sim. Oh did i mention the number of times calls drop out, sms not sent or received... *sigh*

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11524 Someone from NSW thinks vodafone is Shocking at 9 Jan 2011 07:35:59 PM
I have been with Vodafone for 12 months now in a 2 year contract. I am on a 99 uncapped per month. To put it mildly, it was an awesome deal, unlimited SMS dometic and international, free calls. Problem is this:
1/ Call Drop Outs. Amazing how many. Been going on for donkeys this
2/ I drove from sydney to melbourne and back a few times, forget the reception on the open road, dosent work. My wife is with TElstra, she had all bars all the time
3/ Phone goes straight to VM, does not alert me
4/ Picture MMS take donkey's ages to deliver to the receipenent sometimes days
5/ Basically, its a scam Vodafone. I want my moolah back.

My buddie at work, told me 1 year ago Voda was awesome and it was a great deal. I feel like strangling him now.
Surely this will be the end of Voda right?

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11520 Someone from NSW thinks vodafone is I GOT OUT OF MY CONTRACT! at 9 Jan 2011 07:18:51 PM
I went to the Ombudsmen and successfully got out of my contract after the Ombudsmen contacted Vodafone. I was 12 months through a 24 month contract and just had to pay for the rest of the phone ($350) which I will more than get back when I sell the phone on eBay! (iPhone 3Gs).


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11516 Someone from NSW thinks vodafone is All carriers the same at 9 Jan 2011 07:17:18 PM
When the system was converted from analogue to digital years ago, we we assured call quality would be excellent, coverage australia wide, drop out proof service etc etc. The old analogue system was far more stable and had excellent coverage. Australians were sold a pup in the move to digital transmission as it has proved to be inferior to the old analogue system.
10 Jan 2011 02:48:38 AM: There was no Internet on analogue, some people use it from their phones, you know.

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11514 Someone from NSW thinks vodafone is How fail are customers. at 9 Jan 2011 07:15:33 PM
The mess that I am in is how disgusting customers are to us when majority of the employees that work for VHA truly have the best interests of the customer at heart. I don't understand why people think that we live to make our own lives harder by purposely trying to sabotage a customer's experience, when 9 times out of 10, we'd rather not see you again - this demonstrates great customer service, we served all your needs at the initial point of sale.

Yesterday I had a frightening confrontation with a customer that refused to follow company policy with a pre-paid mobile. Instead of complying with company rules, he continued to argue with me and wanted me to prove the policy of which states that I was right in saying that I had to sell him a pre-paid sim with a pre-paid phone REGARDLESS if he was already a Vodafone user. The reason why we do this is so an account is created for the phone in which covers warranty for two years for the handset and when the account is created, it generates an Australian Gov't form in which states that the ID you have given us is correct and current, and to make sure criminal activity with the use of pre-paid sim cards is controlled as much as possible. I had the customer's best interests at heart, yet the customer thought he was right.

He continued to swear at me, raise his fists and threaten me personally all because I wanted to secure an account for the phone incase it was faulty - it was a Nokia after all. He persisted to yell and started to come around the counter to scare me into complying to what he wished. I made the customer by the sim card anyway and strongly advised him to come back into the store when he had calmed down to set up the account or to call pre-paid care. He continued to yell at me and call me offensive names so I left it up to him. I was shaking at that stage because his wife then proceeded to come around the counter also.

If you refuse to read the disclaimer or refuse us the patience for us to explain the disclaimer and you sign it anyway- that's your fault. If you chose to refuse such service which I offered this customer and you lose your receipt - don't come ranting and raving about how you weren't able to gain a proof of purchase of our database because you didn't want to comply. If you still chose to go with a handset even though I have explained its faults that are world known - go right ahead. I am so tired of customers thinking that they know better us when they don't even give the time to consider what they're getting themselves into half the time.

When there is a piece on Vodafone headlining the news reports, the next day is just hell. I'm really getting tired of customers who are trying to use the network problems as a way of getting out of their contracts with a full waiver. Please leave customer care to deal with the customers that have REAL and unfortunate network problems. I'm tired of morons wasting our time and just jumping on the band wagon where there are certain postcodes that are dealing with no network - not just one or two calls that disconnect every few days. No wonder these customers with horrible service can't get through to customer care - some people are just trying to get compensation with no particular newtwork problem.

Sim cards become faulty and corrupt, phones become faulty or are faulty at point of sale without our knowledge and sometimes the traffic is too high to have full signal or recommended speeds. These are out of Vodafone's 'control' and most certainly retail staff.

Honestly, customers have to start taking responsibility for their actions and show a bit more compassion to retail staff. Don't take us saying "I'm sorry but you'll have to call customer care to resolve this issue" as us not caring - this is what we've been told to do. Also, if we tell you that our database is down - it's down okay! It's not that we can't be bothered, it's because we actually can't login to our systems which is just as frustrating for us because we're bored out of our minds. Two weeks ago our database was on fallback for 24 hours and a customer came in that needed a sim swap for a lost sim card. I began to apologise for our database being down and he told me to f off and that I was hopeless before I had time to finish my sentence. I was going to give him a sim card, take his details and perform the sim swap for him when the database was up and running the next morning. Customers don't even give us a chance anymore which is really upsetting.

I have ordered that many customers to leave our stores because of the aggression and disgusting manner in which customers are treating retail staff. Honestly, don't bother telling us at the end of a long rant that it's not "our fault" when you point in our faces and call us hopeless. Remember that we all have phones too and that we're contacted to all different telcos in which we have received poor customer service as well.

This is just as shattering to us as it is to you. I adore working for this company and it's such a shame that this has happened. We don't want customers to be unsatisfied because we're the ones that have to deal with the repercussions. I hope this goes away sooner than later so I can enjoy my job again and give customers great customer service. The same day I was threatened by a customer, I was told by five other customers that they've never received customer service like I gave them. We're not all bad you know. Please remember the more respectful you are to staff, the greater lengths we will go to resolve your issues the best we can.

Also, customers need to realise that 3 and Telstra share networks, as well as Vodafone and Optus share networks. At one point or another, I am certain that you will have poor service at one point or another regardless of what telco you go with.
9 Jan 2011 07:18:55 PM: Havnt you heard? the customer is always right?
9 Jan 2011 07:26:32 PM: The VHA staff member that posted this is a complete idiot. Your company has the WORST customer support line EVER! If VHA wants to offer real support, how about allowing us (your "customers") to be able to solve issues in store, rather then saying "you have to contact customer support" and wait 2 hours on the phone. I pay $80 per month to Vodafone and it is by far the WORST Telco I have ever dealt with. And no the sales people in the store are not sorry, if you were, you would stop signing people up with disclosing your network is having issues, exactly what happened to me.
I joined up 2 weeks before Christmas.

VHA continues to sell these unlimited plans and jam more people on their already broken mobile network. Non-disclosure and misrepresentation is what Vodafone should be sued for. I have joined the class action and will be doing everything in my power to get out of my contract and ensure Vodafone Australia are held accountable.
9 Jan 2011 07:29:06 PM: Lets hope the 12,000 Vodafone customers that are complaining aren't all just wasting hours on the phone to Vodafone's woeful customer support, as in store staff cannot do anything! I urge the entire Australian population who is on Vodafone join the class action law suit!
9 Jan 2011 07:34:34 PM: I am the person that posted the 2nd post, and oh by the way I went in to Brisbane Queen st mall store, spoke to the same customer service representative that signed me up, and I asked what was going on with Vodafone's useless network and he said, and I quote " I know its really shit at the moment, the only thing you can do is contact Customer support via phone, they will tell you to try some tests that obviously won't work, you can then open a case with the TIO, hand your phone and sim back and get out of your contract that way" HAHA FAIL!
9 Jan 2011 07:38:46 PM: Regardless of how angry a customer is, they have no right to threaten physical violence or personally attack a sales associate.
9 Jan 2011 07:39:05 PM: You people that have replied to this poster absolutely disgust me......

I cannot believe how rude and disrespectful the people in this country are getting.
9 Jan 2011 07:39:47 PM: Hi Staff Member,

It's unfortunate that you have to deal with angry and upset customers on a daily basis. As someone who has previously worked in retail and support I can understand just how scary it can be sometimes. However I think your anger should be directed at Vodafone for creating a situation where customers are that angry and support is that hard to come by that they resort to anger out of frustration.

Customers are having network or billing problems and try to contact 1555 repeatedly. They wait on hold for hours, are transfered to different departments and receive little help they have no choice but to go to the only place where they can talk to vodafone staff. Your job might be to sell phones but to the public you are Vodafone. The store says you're Vodafone, the uniform says you are Vodafone and at the moment you are the only person from Vodafone that customers can reach.

Some people are unreasonable and angry but nobody enjoys being that way. I'm sure all customers would rather be happy with their service and thank you for your help. Sadly many people are not and that is a reflection of what Vodafone has done the past few months, the way they have handled their litany of problems and the contempt with which they've treated their customers. Maybe it's time to think about what you actually adore in Vodafone.

We at Vodafail do not condone any violence against Vodafone staff and we have repeatedly reminded people to be respectful in all situations.


9 Jan 2011 07:43:28 PM: Clearly not everything can be solved in store. I applaud the staff member who wrote this! What store are you from, I would love to be served by you!!

Think about this, retail staff are not technicians and cannot fix your network. So clearly there are things you must call customer care for. I also agree with people just wanting to complain and get out of paying money. You are holding up the phone line for a legitimate customer concern, I have no reception at all on my business phone and I HAVE TO WAIT 3 hours on the phone because of you stupid people!!
9 Jan 2011 07:47:29 PM: I too work for VHA, i am agreeing with some things you say - customers do have to remember that we are people too - we may wear a red and white shirt each day, but we know EVERYTHING that is going on too, these problems wont be fixed over night, its a shame there are some slack as all hell staff working with us, but please give some of us the time of day. Also with the whole Vodafone's security breach - funny how they forgot to mention telstra also use the exact same system as us.
Anyone notice alot of this has started from when Vodafone released our $45 cap, Optus immediately took vodafone to court so we couldn't sell them because the offer would destroy them.
I will agree - network isn't great but it wont be fixed over night, we are after all merging an entire network onto another network - and with 11,000 people calling to disconnect you cant expect to get through straight away. The guys in Mumbai are working 6 day rosters at the moment.
We know the problems, and us guys in retail are trying to help, it doesn't help when we get over 100 customers coming in a day immediately saying " im about to join the class action law suit against vodafone if you dont fix my problem" 9 times out of 10 we do.
Come see us in store, we will go to the upmost lengths to help you, just be civil.
9 Jan 2011 07:49:40 PM: Well said Adam!

I do feel for the Staff Member that made the original post, but as a customer facing staff member representing Vodafone, you have to expect customers will take out their frustrations on you when they can't get through to the main people responsible for this whole mess. I do not and will not condone customers getting angry at any forward facing staff member, but unfortunately as Adam pointed out above, you are Vodafone to that customer and everything Vodafone seem to be doing at the moment doesn't seem to be resolving these problems in the short term. So customers are getting angry and the unfortunate bi-product of that is they are taking it out on you.

I hope things do get better for you, and Thanks for dropping by to make your post. I do feel for what you must be going through, but again I think Adam makes a great point that you need to direct your Anger towards Vodafone (ie the people responsible for this mess), and try to maybe sympathise with your customers a little more.

Best of luck.
9 Jan 2011 07:51:57 PM: I'm sorry but maybe if your company actually lived up to the customers expectations and provided the services we pay for people wouldn't benso agitated. I understand it isn't your fault directly but if you're sick of copping abuse why don't you all complain to your employer and maybe they'll get their arse into gear and do something.

Maybe you can also tell your CEO also to take the customer care centre out of India so we can actually speak to someone who we can understand and can understand us.

You also say people are just jumping on the bandwagon to get out of their contracts free of charge and don't really have any real problems like some other customers. It doesn't matter how many times a customers calls drop out per day or week all that matter is that the calls are in fact dropping out and your company cannot support the customers and are in breach of every part of their contracts. We pay for a service which your company does not provide!!!
9 Jan 2011 07:52:02 PM: And Adam, i ask you a question

If you have worked in retail

Then i would love for you too work through this - because of your website i have team members not coming to work because they get threatened by customers, work morale is at an all time low. And people are quiting left right and center.

I wish you had never made this website, you have made me hate my job.
Vodafone was an amazing company too work for, now we get abused, yelled at, every day.
I had a customer THROW his phone at me the other day.

I hope you got what you wanted.
9 Jan 2011 07:53:05 PM: To the above poster, maybe there are SOME (I think small number) of people taking advantage of the situation, but logically, wouldn't you say most people complaining WOULD have legitimate concerns, just like yourself? If people are happy, why would they spent all that time trying to get out of their contract - they would only end up with no contract and have to go with another provider who is likely more expensive than Vodafone. Isn't it more likely that there are just so many people with legitimate concerns that Vodafone's telephone services cannot keep up?

I also do feel sorry for Vodafone staff and some people with violent tendencies are a real disgrace. I hope you stay strong and safe through this, but I agree with Adam in that your company has not supported you properly. I hope it changes, but calling customers 'fail' doesn't help the situation much either.
9 Jan 2011 07:56:50 PM: I dont agree with saying out customers are fail in the slightest. Its just such a shame, us the staff are the face of vodafone and majority of us arent bad people, it really is a huge drainer going into work every day though, we know what to expect but for the first time today i had a customer say he felt sorry for us. I know i personally try to go to the absolute end to help every customer i can, it really is just a shame this has all happened.
9 Jan 2011 07:57:11 PM: What a whining little sook you are (the original poster of this message). You're just a stupid little pawn in this incompetent company who says they love vodafone so much because you want everybody to come in and sign up for your ridiculous plans that aren't even worth half of what they claim. You are dirty on the masses of people who are trying to leave in droves because for every customer you sign up onto a contract that leaves the network....you lose your money from Vodafone. I hope your business goes bankrupt as well as all of Vodafone. For screwing people around you deserve nothing less. Oh and for the record, I have a Telstra mobile for work and I can honestly say I have NEVER seen it drop not even ONE BAR of reception in nearly 18 months of using it. With Vodafone....while I don't need to say anymore.
9 Jan 2011 07:57:25 PM: To the person that posted "because of your website i have team members not coming to work because they get threatened by customers, work morale is at an all time low. And people are quiting left right and center"

Have you ever thought that it may actually be the company that you worked for that has caused this problem? All Adam did in my opinion is show your customers they are not alone. He should be applauded for what he has done, not shot down by some misguided blame game.

My two cents worth.
9 Jan 2011 08:00:54 PM: I feel so sorry for this staff member! People are really rude these days and wont take no for an answer. People think that they are always right and demand whatever they want. All companies have procedures, if this was optus or telstra, the same would happen.

9 Jan 2011 08:03:10 PM: to "9 Jan 2011 09:57:11 PM". You are the people the original poster is clearly referring to!
9 Jan 2011 08:03:56 PM: How about Vodafone communicates professionally to their customers, instead of waiting for some frustrated person such as Adam create a website to get some recognition from Vodafone that they do actually have MASSIVE problems in both network and customer (phone) service.

I will never threaten a VHA staff member, I realise it is not your fault, it is the directors, project managers, capacity planners that are at fault here.

Also VHA for continuing to sign people up with non-disclosure and misrepresentation that the service Vodafone is "selling" to the customer is not fit for purpose and does not perform to the standard that is stated via Vodafone.

If Vodafone said, we have network issues, our customer phone support is second rate, but we do have cheap plans then I would understand. You provide an excellent product, alongside with excellent customer service and support and yep all for paying $80 each month.

Sell a customer a product or service that doesn't work or continually has issues, ask them to call the customer support line, (not informing them of the wait times and poor phone support) and you will get very angry and frustrated customers, no it may not be an individual staff members fault, but you represent a company that in my eyes should be ordered by the ACCC to cease all new contracts until these ongoing issues are resolved, simple as that.
Get real, this is business, not a "give us a break" because our network is of 3rd world quality.
9 Jan 2011 08:04:25 PM: To 9:52:02pm, I'm sure plenty of people (at Voda) wish Adam didn't make this website, but many many people are glad for it as well. When Adam made this site, he was frustrated at the lack of service he was receiving and was pretty shocked at how Vodafone conducts itself (Not retail staff, not anyone personally, but the management of the company as a whole, and yes, the offshore call centres).

The fact this website caught on is due to so many others experiencing the same problems (and of course, the media exposure).

I hope everyone at Vodafone can at least have the sense and HUMILITY to see that it is the company's decisions and actions that is ultimately making your jobs difficult right now, not Adam making this website.

Also, let's not forget which is the big corporation with lots of money, resources and lawyers, and which is the consumer who up until this website and media attention, had no voice.

- Not Adam, but someone who supports him -
9 Jan 2011 08:04:27 PM: You're just a franchise, you are a nobody. You may have thought you had a great business 5-10 years like many of your shoddy neighbouring associates, but that is all you are. You cannot help a customer if they have a network issue. You cannot do anything. Like the poster at 9:57:11pm wrote, you just hope you keep getting paid your commissions from vodafail.
9 Jan 2011 08:08:24 PM: The CEO made clear the issues and updates the website as networks are updated, checkout www.vodafone.com.au
9 Jan 2011 08:10:53 PM: I work in the member services department of a very large insurance company and I get yelled at and abused for the silliest things like calling an existing member about their current policy and I just happened to call them when they are busy. Sure I don't like it but you take what comes with the job. If my company was providing a shit service then I would accept the fact that I may have to cop some flack for that. Please do not blame the customers for being irritated, blame your employer who is putting you in this situation and not giving you a way to help the customers resolve their issues.

Adam has done nothing wrong by creating this site and quite frankly even if he didn't you'd still have customers coming in upset because they are paying for a service they are not getting. Please see it from our point of view too.
9 Jan 2011 08:11:20 PM: what the hell 10:04:27 PM. All vodafone stores are owned by the company and are not franchised. I suggest that you know your stuff before you comment. Also, VHA employees get barely any commission anyway
9 Jan 2011 08:12:53 PM: I dont think the staff blame the customers for being angry, just maybe take a chill pill before you visit the store and rage at the poor retail assistant for vodafones network
9 Jan 2011 08:13:22 PM: @ 9 Jan 2011 09:52:02 PM: I think there are many other reasons why your colleagues feel the way they do and Adam and vodafail.com are not one of them. Look upon vodafail.com as a conduit for the consumer to have their say, had they not had the chance to vent on vodafail.com things may be considerably worse on the shop floor. Good luck to you and thanks for posting on vodafail.com
9 Jan 2011 08:14:21 PM: 9 Jan 2011 10:11:20 PM ... You might need to get your facts right. To quote a store owner "Most of VHA's store are franchised so im not sure what the implications or possibility of having a system like that are..."

9 Jan 2011 08:14:43 PM: If you must know, we actually dont make the same commission we used too, the people who stayed with vodafone and continue working for them actually enjoyed there job.Our pay structure is ALOT worse. And too say we are no bodys , what ever makes you think people will want to help you with that attitude?
And no we cant go out and climb up a tower and see why its not working but we can help, and speak to people directly in cust care and keep logs on the problems you are facing.
But frankly , people who come in with that exact same attitude you have, its a little hard keeping a smile on our dial and doing those things for you when you think we are doing it all for commission.
9 Jan 2011 08:15:33 PM: The CEO can go stick it. Since when does saying "We apologies for any inconvinience caused" make it alright to offer dismal service and a product that does not work, yet Vodafone continue to advertise and sign up people to a service that is incapable of even loading a simple webpage in a CBD postcode standing outside. FAIL.
9 Jan 2011 08:16:52 PM: 10:11:20 yes you are an idiot too. Mcdonalds stores are owned by the Mcdonalds company. A vodafone store signs up a customer to a 24 month contract. Who gets paid - Vodafone....who else gets a percentage of the profits - the store owner. The customer walks out of his contract, what happens to your monthly percentage payment from Vodafail when they are no longer a customer? You don't get it. Seems like anyone can get a phone business - look at all the dodgy Dago's you see in the shopping centres. I love it when they lose money - wankers!
9 Jan 2011 08:18:20 PM: Yes, even you store owners have been f@*ked over by your masters....cutting your payments down. Wake up, you're being screwed to. They don't care about you or the rest of us.
9 Jan 2011 08:19:17 PM: NO ONE OWNS THE COMPANY OWNED STORES, there is only a manager, they do not own the store! Dealers sell all company's!
9 Jan 2011 08:21:57 PM: 10:16:52 PM, seems like you dont have your facts straight. Do you work for vodafone?
9 Jan 2011 08:22:25 PM: You wanna open a VF store, you do it like every other franchise, you pay the money to set it up and you follow THEIR RULES. You put your stupid posters up they give you and you try and sell plans to customers and hey "you want a shitty leather case with that phone?"
9 Jan 2011 08:23:22 PM: Why the F@*k would I want to work for a stupid company like VF? I am pining to see them go under and all the Dago franchises with them.
9 Jan 2011 08:23:25 PM: actually no
9 Jan 2011 08:24:23 PM: I think, correct me if I'm wrong unemployment is at 5.5% (somewhere like that) and if I was a Vodafone staff member, I'd tell the company to go and stick it and go and work for another company that actually provides a product that I could confidently sell to my customers and back it up with great service. Stop whinging about furious customers, they have a reason to be furious, and quite frankly if I was a sales person for Vodafone, I would encourage all my staff to leave and go and work for an honest company. My two cents worth.
9 Jan 2011 08:24:49 PM: 10:23:22 PM, im not sure why you are even here :/ Stop being so rude. Its people like you that clog up the phone lines for upset customers
9 Jan 2011 08:25:37 PM: 10:24:23 PM- i think a job is a job. money is money.
9 Jan 2011 08:25:57 PM: Don't forget to upsell them a stupid car charger that doesn't work with every sale. If you give it away free, it comes out of your pocket.
9 Jan 2011 08:29:57 PM: Is there an echo in here??? Can everyone just take a deep breath..........hold it..........breath away. Calm down please, it is late we are all feeling tired, let the debate continue but without the name calling please, nice constructive debate please. vodafail mod.
9 Jan 2011 08:34:10 PM: "People like me that clog up the phone lines for upset customers" haha this quote just sums up the intelligence of the person that posted this comment. If I didn't have a problem with my VodaGay service in the CBD! I sure wouldn't waste 3 hours on hold (last call to Vodafone Support)just to "clog" up other complaining customers. Idiot.
9 Jan 2011 08:36:10 PM: I am relly against racism and many people here would be subject to discrimmination here, post 10:29:11 PM should definitely be deleted. He is clearly upset, but critising a racial group does not fix your problem mate.
9 Jan 2011 08:37:02 PM: @ 9 Jan 2011 10:14:21 PM - No whoever that person was is wrong. Vodafone used to contract third party dealer channels to operate the stores on their behalf. Once Hutchins Australia and Vodafone AUS merged to form VHA all these stores were brought from the third party dealers so VHA would have more control over them and customers experience.......yes I work for VHA in their AUS call centre.
9 Jan 2011 08:37:41 PM: 10:34:10, clearly you are not a person who clogs up the line but people who just ring up and want to get out of their contract with a full waiver because they think they get to keep their iphone 4. Idiot.
9 Jan 2011 08:37:47 PM: All some of us is asking - please treat the staff with the respect we deserve.
Thank you.
9 Jan 2011 08:39:02 PM: Thank you all for your input, I have moderated the comment at 10:29:11 PM for racial slurs. Please refrain from racial insults and be sensible in your comments. - Adam
9 Jan 2011 08:39:10 PM: I find it very amusing that there are people who come onto this website who defend Vodafone when 99.9% of the people on this site are against VF, especially this section.
9 Jan 2011 08:40:29 PM: well said.
9 Jan 2011 08:40:39 PM: Sorry Adam.....it's hard not to get angry online just like we all have over the phone. It's obvious how much this network burns people up inside.
9 Jan 2011 08:41:15 PM: thanks ADAM!!
9 Jan 2011 08:44:34 PM: I'll treat Vodafone with the same respect they treat me! Take my money and provide nothing but service trouble, no 3G, non-disclosure of network problems upon signing me up, misrepresentation of your product that doesn't work. Why should I just bare with you? I couldn't care less if Vodafone was merging with God, your product / service that you continue to sell to customers, DOES NOT WORK, and then all you can do is redirect customers to a call centre with dreadful wait times. Vodafone deserves everything it gets!
9 Jan 2011 08:46:44 PM: Vodafone does work in a majority of areas, this is a misrepresentation
9 Jan 2011 08:50:17 PM: HAHA nice comment 10:46:4PM. Thats why you have 12,000 people complaining. Definitely works in "majority of areas" haha FAIL.
9 Jan 2011 08:53:24 PM: I'm not fail, im not locked into vodafone at all. Fail ahahha
9 Jan 2011 08:53:39 PM:
9 Jan 2011 08:59:32 PM: HAHAHA My friend just replied to my SMS I sent yesterday at 9pm.....He just received it now 11:00pm tonight......
9 Jan 2011 09:00:58 PM: How about you TIO staff member get the ACCC involved. This country has 12 THOUSAND people complaining about how a major company is treating them and providing products and services that are not "fit for purpose" If Vodafone was doing such a good job and informing people, providing additional customer support, via the stores that can solve peoples problems, as well as the horrible "customer support" call wait times, then the 12,000 people would not be on this website. You need to understand we (the Australian taxpayer) pay your Govt body to stop companies doing this and we need the ACCC and TIO to step in with force. Until such action, you will get furious and outrageous complaining customers venting their frustration on this site and will continue to argue with VHA staff. Vodafone should instruct all VHA staff not to post on Vodafail.com, it only fuels the fire and pisses more customers off.
9 Jan 2011 09:02:00 PM: @ 9 Jan 2011 10:53:39 PM,

Whilst I am 100% against everything Vodafone as a company does atm, due to the amount of network errors and everything associated with it. I do feel for your position (and the other customer facing staff), and have alot of respect for what you must be having to deal with atm. I know it must be tuff, and one way or the other this will eventually play out. I hope for yours and all of the staffs sake as well as the customers it is sooner rather than later. I still have the utmost respect for this sites creator, whilst I understand this site must be hurting the company you represent, once this site was created your customers realised they are not alone. It annoys me when one of the staff above blame this sites creator for his staff not coming to work, because at the end of the day this site brought everyone together, it is the company you guys represent that caused this fiasco and hopefully they can sort it out really quick. Unfortunately I just can't see that happening and as such feel for what you guys and girls must be having to deal with.

Vodafail Moderation Team.
9 Jan 2011 09:05:09 PM: Thank you mr moderator
9 Jan 2011 09:05:27 PM: Everyone should lodge a complaint with the TIO no matter how small it is. This way it costs money for Vodafone.
9 Jan 2011 09:06:47 PM: If I was a VHA staff member, I'd be on seek.com and handing my resume in at Telstra and Optus tomorrow. No way could I sell such an awful service. I'm too honest person for that.
9 Jan 2011 09:10:46 PM: Telstra and optus are just as bad

9 Jan 2011 09:14:11 PM: Do you see a TelstraFail or OptusFail website with 12,000 posts on it? Nope. Class action law suit against them? Nope. 4 million privacy issues breached? Nope. Yeah, seem like they are just as bad. haha FAIL.
9 Jan 2011 09:14:53 PM: 9 Jan 2011 11:10:46 PM ...If you are talking about coverage and network performance I disagree 100% . I have used all 3 all around Australia for a long time, and when it comes to overall coverage and performance Telstra's NextG Network is miles ahead of the competition. However I do agree with most you pay a little more for that service. Second would be the Optus Network, they have almost as good a coverage, but the performance of web browsing can be a little sluggish at times. However the benefit is they are usually a little cheaper than Telstra. Finally you have Vodafone, and whilst they are the cheapest option, I am sure I don't need to repeat the 11,000 posts here that basically tell you the coverage and performance is below par (especially of the last few months).
9 Jan 2011 09:17:52 PM: I wouldn't care if Telstra had monkeys working in customer service as I would never have to ring them about a fault with the service I have a telstra mobile also. I agree on optus being just as bad.
9 Jan 2011 09:18:52 PM: If Vodafone Public Relations had any brains they would have got the CEO to issue a notice to all staff advising them NOT to post on www.vodafail.com! Another Vodafone managment FAIL haha. Keep fuelling the fire VHA staff. Tops! Good work!
9 Jan 2011 09:18:56 PM: Telstra wants to be a monopoly and this site is making the telstra CEO very happy
9 Jan 2011 09:26:01 PM: The sooner Vodafone goes under the better. At least it will teach the staff that maybe signing up customers to a product/service that isn't fit for purpose probably isn't such an honest thing to do and the company that you work for (Vodafone) is the one that is making your life at work hell. Do yourself a favour and jump ship, probably get a pay rise as well :)
9 Jan 2011 09:30:29 PM: Vodafone have 4 million users. Only 12000 have an issue
9 Jan 2011 09:31:56 PM: If vodafone go under, say hello to increased mobile costs!! Optus and telstra can then charge whatever theywant
9 Jan 2011 09:32:17 PM: @ 9 Jan 2011 11:30:29 PM , It is called a sample size. The majority of people do not even know about this site, nor do they post on blogs. A sample size of 11000 people is HUGE to a company with 4-6 million customers.
9 Jan 2011 09:32:37 PM: 9 Jan 2011 11:26:01 PM

There is a big difference between a person that is angry and a person that is rude. An angry person makes you want to help them because they are disappointed in whatever endeavour you are doing. A rude person only makes you realise they are not someone you have respect for.

Just a thought.
9 Jan 2011 09:35:12 PM: Depends on where the anger is directed
9 Jan 2011 09:36:16 PM: Also a majority of people on here complain 5 or so times
9 Jan 2011 09:37:09 PM: I'd much rather pay more for my mobile service that worked! Obviously my $80 per month on my crappy infinite plan is like throwing money down the drain anyway!
9 Jan 2011 09:38:02 PM:
9 Jan 2011 09:39:24 PM: How can a major telco not have 3G service in one of Australia's CBDs haha FAIL. Vodafone suck.
9 Jan 2011 09:39:46 PM: @ 9 Jan 2011 11:36:16 PM, Sorry due to the unique number of IP's that have posted. I will have to disagree with that statement. Regards, Vodafail Moderation Team.
9 Jan 2011 09:40:43 PM: So if someone directs anger at you, do you help them? Ummm NO
9 Jan 2011 09:44:06 PM: Maybe Vodafone customers are angry because staff in the store tell you to ring customer service which has terrible wait times.... That is Vodafone's customer service...
9 Jan 2011 09:49:05 PM: @ 9 Jan 2011 11:40:43 PM
If a drukardn in a pub is angry with my for looking at them funny, do I want to help him? No.

If a customer with my company which I have spent years of my life working for is angry with us, bloody oath I want to help them.
9 Jan 2011 09:52:18 PM: Ah Vodafone staff, keep trying to defend a useless company that cares about wasting millions on a V8 supercar team and sponsoring the Ashes, rather then investing more infrastructure into their network when doing their capacity planning before rolling out unlimited infinite plans. = FAIL
9 Jan 2011 10:50:25 PM: LMAO at post above. That seem to shut the Vodafone whinging staff up. Good one!
9 Jan 2011 10:54:21 PM: Or it's just that they have lives and went to bed ...
9 Jan 2011 10:57:23 PM: Yeah they need an early night in prep for tomorrow, another day where the staff think.. FML all thanks to VODAFONE!
10 Jan 2011 01:44:04 AM: Hello Vodafone... can you spell I N T E G R I T Y...? Do you know what it means? It means DO WHAT YOU SAY YOU ARE GOING TO DO. That means... provide the service that you contracted to provide to the customer. Your lack of INTEGRITY is the sole reason for all of the flak you are getting on this and other forums.
10 Jan 2011 03:02:36 AM: Out of every hundred customers we sign up, maybe two or three have issues.

That's the bottom line.
10 Jan 2011 07:19:03 AM: Intimidating and abusing staff is really not OK. Not at all.
Anything else that will help you FORCE VODAFONE TO HONOR IT'S MOST BASIC COMMITMENTS is fair game.
Vodafone (the company) uses all sorts of strategies, tricks and straight out lies to abscond from their responsibility. Do not let anybody convince you that it is mean, cruel or immoral to respond in kind.
Although Australian telcos have a poor track record of recognizing that low staff moral (as a result of management failings) is a real problem, there is always a first time.

If you want to abuse somebody you don't know because you are angry - take a long hard look at yourself and chill out.
If you want to insist that Vodafone (the company) must meet it's most basic obligations and the only way to do that is by dealing with tired looking Vodafone staff who wish it would end - go right ahead.
If you work for Vodafone - good luck.
10 Jan 2011 11:49:35 AM: I agree with the original poster, they are people after all and their management is letting them down very badly. Good managers take the heat OFF their employees. Vodafone are not doing that clearly. As for the earlierr comment about only a small number having issues, thats bollocks because I hear more and more everyday. I work for a large organisation and they are coming out of the woodwork. I made this video earlier at http://www.youtube.com/watch?v=eZKZPBr7lYo it demonstrates amongst other things that you can get you issue across without resorting to bad behaviour.
10 Jan 2011 01:03:03 PM: I agree with you 100% i work in retail aswell the staff at my local Voda store have been fantastic infact i have become friends with alot of them only because i am always in the store having to send off a hand set or pick it up to find its still faulty and as i said to the staff i know its not their fault. I personaly find it to be a shame the network is so bad at the moment and with the personal information leak at the moment i am seriously concerned.
10 Jan 2011 02:37:18 PM: Vodafone Management is a disaster! Go the class action law suit. 9000 people lined up so far! I emailed ACCC yesterday as well as Today Tonight and A Current Affair. Vodafone deserves everyting it gets for poor planning, non-disclosure and misrepresentation.
10 Jan 2011 02:44:24 PM: Yes, but the staff don't. That's the whole point of this argument. Good luck guys!
10 Jan 2011 04:10:29 PM: I work for VHA and have 2 phones with vodafone that I've never had any real problem with... why should I feel guilty for selling something that works for me?
10 Jan 2011 05:19:07 PM: Yet, you can see complaint after complaint after complaint here, let alone the people that are apparently going into your stores and abusing you or over the phone and you think the network works?
10 Jan 2011 07:10:58 PM: Today spent wasting my time with voidafone,I have been away for the past week, prior to that I lodged a complaint with the TIO, Voidafone left a message asking me to call them re my complaint or text them, unable to do so as I didnt have coverage however did sent a text from my sons phone telling them this. o today I called the 1555 and decided to be call back within 10-15 mins, this was after being told at least half a dozen times that there was a technical issue and to call back. 2 hours later no response so I called 1555 again this time held on as the wait was 7-12 mins, another 2 hours so called back again, over 35mins was the reported as the wait, this time I did get a customer service person whom noticed I had a complaint and dumped me through to this department, alas they were now closed, ring back tomorrow. All I wanted was my password reset as they claim I had put a wrong one in and had not answered my secret question correctly 3 times,funny thing was I didn't even get a chance to answer the question as coverage was slow. so I called once again spoke to a supervisor, sorry blah blah blah, still waiting for the reset, not going to give them any more payments as I wont pay for nothing
11 Jan 2011 07:19:16 AM: Hmm, this is the wrong post to leave such a reply. This is to do with retail staff dealing with abuse - not customer care waiting times.
11 Jan 2011 02:12:42 PM: Directed to the 2nd poster you sir are the idiot rather then the man telling you that he is just doing his job. If you were a police officer and people give you the crap your giving this retailer wouldnt you feel annoyed as you are only doing your job. Yes i agree that Vodafone is hopeless but the employee is quite obviously a trained proffesional and would rather not be harrased by people like you. No offence to the poster but i wouldnt mind getting my contract ripped up as the converage is horrible but there is seriously nothing you can do about that. Also this employee isnt on the phone when you call up customer support and as it seems i would honestly rather have them to talk to then the people we do recieve. TO ALL FUTURE HARRASERS dont shoot the messanger, as there doing there job, if you intend to hurt voda there is a law suit, just dont harras there workers.
13 Jan 2011 02:42:26 PM: OP, the only reason I would come round the counter is to give you a big hug. I have the utmost admiration for anyone who has to deal face-to-face with the idiotic general public, having spent three of the most hateful years of my life putting up with verbal abuse down the phone because morons don't read the terms and conditions, and refuse to take responsibility for their own actions. Anyone who comes into a store and makes threats and intimidates as the customer is alleged to have done should be reported to the police (who sadly will do nothing no doubt).
13 Jan 2011 10:19:22 PM: VHA its management and staff are working hard to fix the issues at hand and find resolutions for all customers facing issues. Please note that the majority of employees both retail and call centre are not here to make your life hard, we genuinely want to help you, we have friends and family facing the same issue and we do feel your pain. Please give us the chance to do so without being rude or aggressive, it's much easier to go above and beyond for someone who is understanding of where we are coming from than it is for someone who is yelling,screaming and name calling. This is the way bullies behave!
To the girl at the store I understand where you are coming from and you are doing an amazing job.
To the creator of this website, I understand your frustrations and I applaud you for taking action to rectify something that you believed to be wrong.
To all the rational people who have posted on this site, thank you for taking the time and effort to air your grievances.
We are aware that there are issues with the network, and I am not one to make excuses so I won't. We are working to Increase our capacity and the only thing I can say is I hope this is fixed soon.
I myself work for VHA and have done so for many years, our network has never been as good as Telstras- but bare in mind it was you the tax payers who paid for and set up their infrastructure when the network was owned by the government- be that as it may I choose to work for Vodafone for the culture that it encourages throughout the company it is an amazing company to work for.
I am saddened by the comments made about our customer service as this is an area that we are normally complemented on and this issue needs to be adressed along with the network. After all what's the use of having a fantastic network when you dont have fantastic staff to back it up- we are not Telstra after all.
14 Jan 2011 08:52:46 AM: I'd like to see how would you react if you were in our position... The employees made the company, if you think your company is not given the right service SUGGEST other options instead of looking at the customer as if we were rude idiots just for pleasure. YOUR CUSTOMER SERVICE IS BAD now that everybody is telling it to you VODAFAIL do you think you could listen and DO SOMETHING ABOUT IT? sometimes I wonder how is this legal, ACCC where are you?
19 Jan 2011 02:56:20 PM: i have worked for vf and 3 for 5 years and man.... i'm looking to change my job . getting so much shit from ignorant customers has just taken its toll. it's not like we get paid more for getting shouted on. We really try to help you, but if people can't give us a break. idno.. i do understand from customers' POV, but it's just not fair to the workers. Stop "my friend told me..." rah rah rah. If they can do a better job, go to them. Why ask if you can't believe what we say?
20 Jan 2011 06:13:12 PM: There are multipule reasons for network problems. Just a couple are: the 2100mhz signal is banked up because of IPhones (3GS) and upgrades.
If you choose a phone that is 850mhz capable you will have a better experience. 850 is what telstra call the "next G" network, it is not as fast 2100 (but still broadband speed).If you are having trouble suggest to customer care or Vodafone consultants that you would like a I phone 4 or the new Black Berry bold or HTC desire HD. 850 has more then double the frequency range and penetrates buildings, mountains etc.

Telstra had the same "teething" problems 4 years ago.
I am proud that I look after all of my business clients and if our network is really not achieving drsirable results for their business then I go to great lengths to help them out of their commitments. In saying that it is quite rare that I have to go to those lengths.

I am sorry that the company I work for and love is frustrating so many people. But I know it will be fixed.
Customers you may want to leave now but down the track you will experience great coverage at the most competitive prices on the market.

I hope you can stick with Vodafone and support a business that is driving mobile phone prices significatly lower for the Australian Market.

Vodafone will fix their issues they are not new to this. As a brand they are the largest mobile provider in the world, (one in four mobiles are Vodafone mobile).

And I applaud the creator of this website and hope that more people will create wiki sites for companies to hear their complaints ( a insurance flood victim one possibly?)

21 Jan 2011 09:03:04 AM: How fail are customers?????????

That just says it all!

It never ceases to amaze me how so called 'customer service' representatives fail to understand the fundamentals of... well, customer service! With 25 years experience dealing with the public, I understand completely the trials and tribulations that dealing with the public present. Indeed, 'Customer Service' jobs are possibly the toughest and most underpaid of jobs, made more difficult by the apparent severe lack of proper training most customer service reps display; either lack of training or simply an innate lack of ability to put training into practice.

I agree, a fair percentage of customers appear to be 'morons'. I agree, customers sometimes do and say things that make it difficult to 'service' them in an appropriate way. I agree, customers can be rude, aggressive, and damn right offensive at times... enough to make even the most proficient customer service rep want to pull out a 44 magnum and do some damage.

Excellent customer service is primarily about relationships. The top 3 'C's' of excellent relationships are; Communication, Communication, and... yep... COMMUNICATION!! Vodafone is a TeleCOMMUNICATIONs company that, from my perspective as a customer, seems to have a huge COMMUNICATION problem. Go figure!

Apart from the CEO apology, which I only found out about via following Vodafail, Vodafone has not once COMMUNICATED with me to acknowledge there are issues with it's network. Why is it left to vodafail to gather all the intelligence about network failure and customer issues? Why isn't Vodafone being more proactive in regard to placating it's customers and solving their issues? If Vodafone is being proactive, why, as a PAYING CUSTOMER, don't I know anything about it?


To all the Vodafone staff on here venting about angry, moronic, and stupid customers: PAYING CUSTOMERS have the right to be angry, moronic and stupid. It's YOUR JOB to deal with them in a professional way regardless of your personal opinion. I'm sure I speak for almost everyone when I say, I make NO APOLOGY for the diversity of the human condition that makes every HUMAN different and approach situations in different ways; ALL of us PAYING CUSTOMERS have the RIGHT to NOT fit in the BOX that YOU call 'normal', or that YOU are happy to deal with! If you don't know how to deal with an angry customer, go back to skool and get some training! LEARN that angry customers are one of the BEST types of customer to have (Yes you read that right, BEST) and can ultimately be the most rewarding to deal with! Angry customers present you with huge OPPORTUNITIES; You turn an angry customer around and you have a customer that will sing your praises until the next millennium and leave a beaming, satisfied smile of your face for a job well done! It's a shame none of you seem to have a grasp on that! Learn EMPATHY, PATIENCE, LISTENING SKILLS, QUESTIONING SKILLS. Did I mention EMPATHY? If YOU can't be bothered to learn how to deal with all types of people, then get another job! Publically bitching and moaning about the very people who ultimately PAY YOUR WAGES, AND PROVIDE YOU WITH A JOB isn't a very smart move on so many levels, there isn't enough space to discuss them here!

Gross lack of service ability: Strike 2!

Also, angry customers help uncover holes in your product and/or service. It's up to Vodafone (read Vodafone staff) to effectively identify and resolve those holes. It shouldn't be left to fester this much so that Vodafail comes to life or PAYING customers have to invest valuable time and energy to make lots of noise and fuss to force those holes to be filled; It's NOT OUR JOB, but we, as PAYING customers, sure have the RIGHT to make lots of noise and fuss when YOU fail! Unfortunately, as the coal face of Vodafone, it's the role of the customer service rep to face the brunt of customer dissatisfaction in a professional way. If Vodafone management don't have the nous to provide the front line staff with effective mitigation facilities, that's NOT the PAYING CUSTOMERS problem... it's YOURS!

Apparent lack of ACTION: Strike 3!

Fundamentally, it is the PRIVILEGE OF ANY BUSINESS that a customer decides to had over hard earned money for products and services. That's a fact that seems to have been lost on not only Vodafone, but across the consumer sector. Companies like Vodafone that lock customers into contracts, lock phones to the network, etc, make it difficult for dissatisfied customers to switch suppliers. Unlike a high street retailer where, as a customer, I have the choice whether to go back or not at no cost to me, I can't just ditch Vodafone without having to buy a new phone or lose money on the phone I already have. That just adds to the misery and frustration of poor service, be it from Vodafone staff or the network. PAYING CUSTOMERS like me are kind of like caged angry lions. Vodafone has 3 choices. 1) Release the lions: unlock our phones and/or allow us to exit contracts at no cost. 2) Give the lions a better enclosure: FIX the damn network! 3) Make the lions more angry: Keep poking us with the sticks of bad service in exchange for good money and watch what happens... I can assure you, it's not gonna be good!

21 Jan 2011 05:50:40 PM: Some of you clowns should slow down a little on the individual that wrote the original post. Spitting your vitriol and hissing your anger only goes to prove that the point made about abuse from customers must be all too real for the sales people. For s start it's only a phone for heavens sake. From reading the emotion blurted around this web site one could be forgiven for thinking that you all have nowhere to live tonight. I sympathise with your phone issues (although only mildly) and appreciate that you are entitled to expect a certain standard of service. However, that doesn't give any of you the unfettered right to abuse people just because your having a 'tanty' over a phone. I would be horrified if my 8 year old carried on like some of the goons on this site. Far from being subject to a class action, the employees of Vodaphone should prosecute some of the mindless fools roaming (sorry couldn't help the phone pun) around this site. I would gladly represent the person who wrote the first part of this thread. As for the idiot that threw a phone at the dealer he should have been prosecuted for common assault. It's hard to believe that this is modern Australia when we have a few disaffected phone 'freaks' thinking that they have the right to assault and abuse their fellow Australians over such an inconsequential thing as a mobile phone. Grow up the lot of you!
21 Jan 2011 06:02:20 PM: Couldn't have said it any better myself
21 Jan 2011 06:47:44 PM: 21 Jan 2011 11:03:04 AM Comment is full of truth
21 Jan 2011 07:59:59 PM: I love the comments about the fact that vodafone use the same towers as optus/ telstra or whoever, it cracks me up. How can 3 people on 3 different networks in the same 10 metre radius as each other all have varying levels of coverage? Oh yes and all using the same model iphone. No shock to anyone to hear that me on vodafail had the worst coverage and the others had near perfect reception.... Go on, justify that someone
21 Jan 2011 08:05:58 PM: In addition to the above comment, it was not on one occasion, and in different spots around town... hmmmmmmmmm?????!!!
21 Jan 2011 10:05:50 PM: In reply to comment @ 9 Jan 2011 09:47:29 PM:
... Also with the whole Vodafone's security breach - funny how they forgot to mention telstra also use the exact same system as us...

Hmnn .. perhaps Telstra has access restricted to specific IP's and only allow secure VPN access ... bit different than Vodafone's generic password, non VPN, allow connection any IP shonky setup.

Oh .. hang on, I forgot about the non-expiring password.
18 Feb 2011 05:33:45 PM: To the person that posted this:

If you choose a phone that is 850mhz capable you will have a better experience. 850 is what telstra call the "next G" network, it is not as fast 2100 (but still broadband speed).If you are having trouble suggest to customer care or Vodafone consultants that you would like a I phone 4 or the new Black Berry bold or HTC desire HD. 850 has more then double the frequency range and penetrates buildings, mountains etc.

Telstra had the same "teething" problems 4 years ago.
I am proud that I look after all of my business clients and if our network is really not achieving drsirable results for their business then I go to great lengths to help them out of their commitments. In saying that it is quite rare that I have to go to those lengths.

I am sorry that the company I work for and love is frustrating so many people. But I know it will be fixed.
Customers you may want to leave now but down the track you will experience great coverage at the most competitive prices on the market.

I hope you can stick with Vodafone and support a business that is driving mobile phone prices significatly lower for the Australian Market.

Vodafone will fix their issues they are not new to this. As a brand they are the largest mobile provider in the world, (one in four mobiles are Vodafone mobile).

And I applaud the creator of this website and hope that more people will create wiki sites for companies to hear their complaints ( a insurance flood victim one possibly?)


You obviously have no idea what you are talking about and it is dangerous Vodafone representatives such as yourselves that is increasing the misconception of the Vodafone network: 2100 is not as fast as Telstras 850 not even close 2100 tops out at max 3.6 MBPS and Telstra's next G is now deploying 20 MBPS. At least educate yourself before you pass yourself off as a so called expert.
12 May 2011 11:25:56 AM: The reason you are abused on a daily basis is because customers have totally lost faith in this companies ability to solve any sort of problem. I work in retail and am immensely grateful that the company that I work for do not have policies that force me to argue and fight with customers. I absolutely hate that I can't go into a Vodafone retail store and get my problems solved. Retail staff need more powers and much more training so that they can deal with these issues instore, rather than telling people to call customer care over the smallest issues. Remember, the number one annoyance for customers are policies and procedures that ruin the customer experience, if you can change/remove these then you are one step closer to success.

Also, curious if there is a legitimate way for employees to pass feedback onto higher ups? Surely being at the frontline of these complaints means they might have some ideas on how to improve the situation?
21 Jun 2011 11:26:09 PM: No matter how infuriated you are with service from any company, that is no excuse to use violence or assault to threaten, intimidate or bully a response. There are channels in place for this sort of thing and as frustrating as it may be, any retail staff member who knows the law and or feels threatened enough can have you put up on assault charges for even 'saying' that you will hit them etc.

Granted, its frustrating, I left Vodafone about a year ago, apparently before all the trouble and went to telstra. Needless to say, I can apply many vodafail stories to my Telstra experience. So much so that I returned to vodafone, only to discover my calls drop out, and my internet is at times unusable. It is frustrating and annoys and irritates me to no end.

I do not however, and will not ever consider going into a retail store and attempting to threaten or intimidate staff in their workplace. I now work in law enforcement and have seen too many people go to jail because of this behaviour. Do not let a phone companies frustrations put you in prison for what could be up to 5 years, longer if second or third offence.

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11513 Someone from NSW thinks vodafone is Lack of Privacy at 9 Jan 2011 07:15:11 PM
This is a ridiculous situation in Australia where to merely do the simple task of accessing a telecommunication system we have to provide all of our personal details including phone numbers, drivers licence, address , DOB etc etc, - all the info that criminals need to assume our identity, and we are asked to take this huge risk just to access the Bl**dy phone system!! what a joke!

Also the lengthy credit checks required to sign up for some poxy monthly plan which just rips money out of our pocket! They should be signing a contract with us not us signing a one way contractual arrangement with them.
9 Jan 2011 07:23:10 PM: Umm that information for the credit check proves that you're not a criminal or involved in activity that includes fraud and that the i.d you've given us is legit. Moron.
9 Jan 2011 07:29:35 PM: hhahahahahahahahahaha
9 Jan 2011 07:35:01 PM: Why does anyone need to know who i am just to access a telephone. No one knows who i am if i just go to a payphone, which i should probably start doing - would get a more reliable service
9 Jan 2011 07:43:26 PM:
9 Jan 2011 07:51:30 PM: lol who the hell started this post?? they are very uneducated
9 Jan 2011 07:59:16 PM: All telcos use siebel.
And you cant access the credit card info it comes up with the first 4 numbers then XXXX-XXX
yeh..thats awkward for people saying they have unexplained purchases
9 Jan 2011 08:22:54 PM: LOL @ 09:59:16 ahahahahhahah you crack me up
10 Jan 2011 04:49:05 AM: OK, if the information must be collected and its so critical to the integrity of the phone subscribers identity, then VODAFONE PLEASE MANAGE AND STORE THE INFORMATION APPROPRIATELY I.E. STORE IT IN YOUR OWN SECURE SYSTEMS!!

My original post was to highlight just how important it is that this information is managed and stored correctly.
10 Jan 2011 05:45:47 AM: A possible solution- a national identity system where all of this information should be stored in a Government data bank, not entrusted to the private sector to manage when they have a business to run. No wonder this sort of thing happens, we are asked everyday for personal info that is squirelled away in a myriad of data bases, all increasing the risk of identity theft. A central data bank that is not accessible by internet may be the way to go, but of course the
negatives are that once compromised, the data is all in one place. The distributed nature of the internet works for and against the maintenance of privacy.

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11510 Someone from NSW thinks vodafone is Complete Failure at 9 Jan 2011 07:10:51 PM
I signed up for a Vodafone Connection on 27th Dec 2010 and my mobile phone signal alternates between 1 bar to "Searching for Signal" or "No Service" at home. I complained immediately after this happened to Vodafone and I've followed up over phone several times. They sent me an SMS 10 days later saying that my complaint has been escalated to the network team. Nothing has changed. I dont want to change mobile service provider. I want the service Vodafone signed me up for. They even showed me a coverage map tool in their store and indicated very good signal in Voice, Data and 3G. The truth is far from what they sign you up for.

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11507 Someone from NSW thinks vodafone is iPhone at 9 Jan 2011 07:08:53 PM
Is it possible that VodaFail supplies
to customers cheap 'factory seconds' or
defective phones?

My wife had to waste hours and money on
transport to go to iphone shop to repair
VodaFAIL supplied phone. My VodaFail supplied
iphone is not working properly. I will have
to waste few hours to visit iphone shop for
them to check and repair.

Both 'need-repair' phones were in brand
new sealed boxes (new) and are less than 6
months old.

9 Jan 2011 07:14:36 PM: how many networks do you know that support the iphone
22 Jan 2011 07:14:10 PM: ever thought it was the apple product. oh wait noooooo it couldn't be.
22 Jan 2011 07:24:34 PM: Telstra and Optus networks work fine with the iPhone, only Vodafones crap network doesn't work with the iPhone (or any smartphone).

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11502 Someone from NSW thinks vodafone is no reception at 9 Jan 2011 06:54:16 PM
My family has 4 phones with vodaphone & we are always having trouble with reception.

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11500 Someone from NSW thinks vodafone is Unlucky 13 Vodafail at 9 Jan 2011 06:52:27 PM
9 Jan 2011 06:55:53 PM: I have finally contacted the TIO so im waiting for them to get back to me

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11498 Someone from NSW thinks vodafone is 100% at 9 Jan 2011 06:50:52 PM
I had an Internet connection, which I cancelled due to coverage issues but still have three mobile phone accounts with Vodafone (one still under contract). As of three days ago we have had no coverage what so ever and are unable to use our mobile phones to make or receive calls or send and receive text messages. I spent just over two hours on the phone to customer care who told me that they had a software problem and were unable to tell me when we would be able to use our phones again... They did have one solution, go for a drive and see if our phones worked in a different area and they would call me on the landline to see if this worked. I did this and they still have not returned my call!

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11495 Someone from NSW thinks vodafone is slow at 9 Jan 2011 06:43:55 PM
I'm on a two years contract on my second year now!! and it's getting slow day by day, connection keep droping and there is not solution that we can feel about it, looks like we had nowhere to go!! any idea!!!

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11492 Someone from NSW thinks vodafone is Extremely! at 9 Jan 2011 06:33:40 PM
Where do I begin with how angry Vodafone makes me?! Anywhere from reception problems to not being able to connect and make phone calls, to delayed msges and voicemails. The issue is that most people rely on their phones in this day and age to do everything. I try to connect to work emails, and I can't due to poor reception. Can't use my safari half the time - due to poor reception. Can't send msges or make phonecalls most of the time, at work at home and at my partners time... My question to Vodafone is why the hell do I even need an iPhone or even a phone when majority of the time I cannot use it?? What if god forbid one day I was in desperte need to make a phonecall or send a MSG to save my life - wouldn't rely on Vodafone that's for sure. Uhhh so frustrating!!!

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11490 Someone from NSW thinks vodafone is worst in the world? at 9 Jan 2011 06:29:08 PM
3G and 2G dropouts, missed calls, no service where previously we had full service. All up about 50% of the time our phones have no reception at all, particularly during business hours, where previously I had full coverage at my desk.
Since the merger of 3 and Vodafone, service coverage has declined markedly - previously we had full coverage at home, now we are lucky to get 1 bar for both phone and wireless internet. Both drop out with annoying regularity. Service in Westfield Miranda used to be full coverage; it is n ow 50% no service.
My partner's phone, also with 3/Vodafone, can be on the coffee table next to mine, and hers shows reception while mine has none, whilst at other times the reverse can apply. There is no consistency.
As a committee member of a 4WD Club, I need access to my phone 24/7, in case of a search and rescue emergency.
3 says the problem lies with Vodafone; Vodafone says it because we are with 3. Both then blame the fact that we each have an iPhone 3GS (despite my having upgraded both phones to O/S 4.02), saying the phone has known reception problems.
Vodafone will not release either of us from our contracts - they say we have to go to 3 to deal with anything ; they have nothing to do with 3. 3 say all their contracts are now Vodafone property, and only they can release us.
3 want $585 each to change us from our contracts and onto new Vodafone contracts and a new phone each. This new contract will cost us each another $35.00 each per month (which we can't afford). They refuse to release us from our contracts and allow us to switch to another carrier.
Neither carrier is interested in my need for access to my phone 24/7.
9 Jan 2011 06:47:15 PM: In addition the biggest fail was I couldn't contact any of my 5 family members in the UK on Christmas day, due to the famous connection error'. Thanks Voda for disappointing all my family, and still charging me for the privilege. (Yes I did get charged for 1 minute and flagfall - how is that right?)

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11488 Someone from NSW thinks vodafone is very FAIL at 9 Jan 2011 05:52:40 PM
my broadband is absolutely crap, cant do nothing on it, slow as, pathetic, utter crap, vodaphone are so BAD, worth absolutely nothing never go to vodafone.

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11487 Someone from NSW thinks vodafone is Not fail at all at 9 Jan 2011 05:52:30 PM

9 Jan 2011 05:56:19 PM: Can you provide the information or link to information confirming your assertions?
9 Jan 2011 05:57:43 PM: I know that when I have been in both Vodafone and Telstra they use the same system as a form of data entry
9 Jan 2011 06:04:00 PM: They use the same Siebel system, difference is they do use a web portal accessible from any internet connection, additionally they have individual log on's and I believe smart cards. Unlike vodafail who allow web portal access, and general passwords to be shared. Sigh at the Voda Employees trying to pass the buck for their companies mistakes.
9 Jan 2011 06:04:40 PM: 'dont use a web portal'
9 Jan 2011 06:05:43 PM: Do you have evidence to say passwords are shared?
9 Jan 2011 06:06:59 PM: Sure, read the replies from Vodafone Store managers on Whirlpool ( http://forums.whirlpool.net.au/forum-replies.cfm?t=1614444&p=1 ) or read any of the numerous news articles that have already pointed it out.
9 Jan 2011 06:08:40 PM: There's more to this than the data entry. All is database. Security is the question.
9 Jan 2011 06:13:07 PM: There are also comments on there about telstra employees looking up people they know. Whats the diff?
9 Jan 2011 06:16:01 PM: Sigh, read the whole thread. That was posted by a Vodafone employee trying to pass the buck (just as this entire thread is). Sure Telstra employees can look information up, but as they have individual log in's, and as they have smart card access it is all traceable. Additionally that information cannot be accessed by Tesltra staff outside of their shop. Where as Vodafone employees have a web portal to access it from anywhere at anytime with general logins and passwords making it untraceable to one person.
9 Jan 2011 06:16:13 PM: two wrongs don't make a right but the Voda breach is massive and dangerous in the hands of criminals who have purchased the information
9 Jan 2011 06:17:41 PM: Two wrongs don't make a right? The only company that has made a wrong is Vodafone. Every other company that uses Siebel has it set up correctly and traceable.
9 Jan 2011 06:19:52 PM: that is true, but why is only vodafone under scrutiny for this?
9 Jan 2011 06:20:30 PM: do you work for every other company?
9 Jan 2011 06:23:58 PM: All will be scrutinised now!!!!
9 Jan 2011 06:24:31 PM: The reason Vodafone are under scruitiny, is because they allow web portal acces, because they allow generic log ins, because a non vodafone employee accessed the network yesterday and showed that anyone can access their network.

Do I work for every other company? No unlike others in this thread, I don't profess to work for every other company. However I do know enough about their security set ups with siebel to know they are not run like Vodafones (or is that Vodafaiiiiillllll)!
9 Jan 2011 06:26:55 PM: Either way, any company can fall subject to leaking of passwords
9 Jan 2011 06:29:41 PM: Yep and with Vodafone you can use that password anywhere you have a net connection. With other companies you would have to be in their store at their Terminals, or have a VPN with the correct 8 (or 9) digit code that changes everytime you access the network. ie, near impossible. You would have more chance of winning lotto :)
10 Jan 2011 11:50:35 AM: thats not true at all
12 Feb 2011 08:49:53 PM: Even a dumb ass like me can see that Vodafails system can be accessed anywhere in the world with the password which doesnt expire, and the person accessing the system can be untraceable. Telstra has a system that requires a password that is changing constantly and anyone accessing the system is traceable. So how on earth could some brainiac be defending vodacrap, by insistin telstra is as slack and as negligent and as irresponsible?

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11484 Someone from NSW thinks vodafone is bad at 9 Jan 2011 05:33:09 PM
I wanted to top up my prepaid mobile with my new debit card. First their system made me go round in a loop entering the last 4 digits. No option given to add a new card. Called them over and over again, reception intermittent. Explained situation to someone in India, call dropped out. Left on hold for 10 minutes over again. Tried their website, it would not accept my password or security question. Tried calling them for help, never got a person on the line. All this trouble just to pay them. Their coverage is terrible, and they seem to keep sucking money out of my prepaid I don't understand for what.

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11483 Someone from NSW thinks vodafone is appalling rip off at 9 Jan 2011 05:32:38 PM
well..when i can actually get a signal, or the line doesnt drop out the service is good. lol! as for access to browsing..well that's a total joke. Hardly Ever happens

Now the latest is the privacy breach. I just saw the CEO on the news. Clearly he is someone with no authoriy and in whom none of us can trust or rely on. Where did they dig him up from? Business failure school?

I sympathise with everyone out their who wants to break their contracts or keep their handsets as compensation. Remember though, Vodaphone has the power because they have your credit card details and we have all signed a contract.

I say we all support the class action against the company which os ripping us off and cant protect our privacy.

The CEO is a disgusting idiot: he was blaming it on an employee as if this wasn't the company's responsibility.

Well we should shw them what corporate liability means

9 Jan 2011 05:40:57 PM: It prob was an employee!! Its not the CEOs fault, there is only so much they can do at this point until the AFP investigate.
9 Jan 2011 05:48:49 PM: It IS the CEO's fault.Damn right it is ! He has to take responsibility. If he had an ounce of shame he would fall on his sword and hand over control of the company to someone who can maintain privacy of its customer base.
9 Jan 2011 05:58:17 PM: he didnt give the details out :/
9 Jan 2011 06:07:50 PM: No but the policies and culture within the company to emphasize sales over customer service and data security which allowed the breach to occur can be directly attributed to the management of Vodafone.
9 Jan 2011 06:14:14 PM: how do you know this is the culture?
9 Jan 2011 06:24:08 PM: LOL, sounds like we have a Vodafone employee here, maybe it is the CEO ?
9 Jan 2011 06:28:29 PM: no, just customer that has never experienced this so called "culture"
20 Jan 2011 01:23:02 AM: yeah right. Even came back to answer, unless it was someone who stole his identity.LOL

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11481 Someone from NSW thinks vodafone is FAIL at 9 Jan 2011 05:28:15 PM
I am currently on a vodafone $69 cap, that allows me $650 worth of calls, 2 gig of data and unlimited pics and normal texts, i can barely use my data because of their S**T 3g coverage and if i want that to be decent i have to switch to optus or telstra!! I have to go outside if i wish to make a phone call because reception inside is so crappy it wont even connect, I live on the far north coast where reception is supposed to be great!! NOT HAPPY!!

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11479 Someone from NSW thinks vodafone is Reception Issue at 9 Jan 2011 05:27:41 PM
Since purchasing A iphone specifically for the data service, I constantly experience a virtually useless 3G network, would be described as FailG Network drops out, times out, waiting for ever for data to load.

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11475 Someone from NSW thinks vodafone is very bad at 9 Jan 2011 05:12:48 PM
get texts late often. sometimes 5 + hours later

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11472 Someone from NSW thinks vodafone is Breach off contract at 9 Jan 2011 05:00:52 PM
Rubish reception, crap network, vodacrap
9 Jan 2011 05:06:59 PM: uhuh. I feel your pain. They must be in breach. Do they have to pay us back?
9 Jan 2011 07:10:54 PM:

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11470 Someone from NSW thinks vodafone is 100% at 9 Jan 2011 04:53:47 PM
I need my phone for work and basically I can't. Poor reception, dropped calls to clients etc, sub par internet speed and coverage as well as sometimes not even connecting. Even when I call someone and they are not on a call it fails. This has been going on for around 6 months and it is not becoming any better. Im paying $99 a month for nothing...NOTHING.

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11469 Someone from NSW thinks vodafone is ridiculous at 9 Jan 2011 04:46:25 PM
I am sick of seeing the two words 'connection error' on my phone as I try and try to unsuccessfully make phone calls.

I am glad to see our monthly fees are going towards runniong such an efficient and productive company.

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11462 Someone from NSW thinks vodafone is classic vodaphone at 9 Jan 2011 04:24:20 PM
bonus bank which was started by vodaphone still owes sixty dollars from this program any advice have complained to them but got nothing except we will get back to you
10 Jan 2011 03:12:41 AM: Buy a phone at their online store.

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11460 Someone from NSW thinks vodafone is Poor service overall at 9 Jan 2011 04:23:32 PM
Just joined September last year and thought could bare the bad service but with today's privacy breach, this is the last straw for me.
I am glad a website has been set up and i am going ahead to loge complaint and action against Vodafone.

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11459 Someone from NSW thinks vodafone is sunk in arrogance at 9 Jan 2011 04:22:10 PM
Not going to complain, my nerves are far too important for this to remember again, but hey after all what has happened no authority at Vodafone has come forward with a public speech over any media, to personally explain
- what are the issues,
- how they are going to solve them,
- how long will it take
- how they will compensate for their customers' losses
- how people can seek compensations, what are the policies
- do I need to continue this list? Really...

No one has publicly apologised for all the caused distress just as a matter of courtesy to the customers that

9 Jan 2011 04:27:10 PM: To be fair, the CEO apologised publicly many times to the customers (official statements, interviews), and they have attempted to give some answers. Granted, they are not exactly very clear answers. In the mean time, people can go to the 'How to complain' page for information on getting issues resolved.
9 Jan 2011 04:37:10 PM: Why is it that it is so easy for a company to take action against a single customer who may not have paid a bill - either due to gross errors in the bill or catastrophic failure of the company to provide the services, yet it simply takes ages to get the company to do anything.

Isn't it really strange that it is the customers responsibility to get a bill corrected where the company is in error.

Consumers should be able to bill for their time.

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11456 Someone from NSW thinks vodafone is Its own category of Fail at 9 Jan 2011 04:20:07 PM
Before I changed to Vodafone, I checked to make sure I had reception at home and work (Im a train driver so having a phone is pretty important). Looked good according to their maps.

What a load of Bull. If I stand on one leg facing east and pray to the phone gods I might be lucky to get 1 bar of reception, and if I want to use mobile data at Central then I am dreaming, takes FOREVER and constantly drops out. What phone company doesnt have phone call reception in the centre of the city.

I needed to phone our security team up last night to get urgent help for an unconscious passenger, and behold the phone took 3 attempts to get connected and then, when it finally did without dropping out I only got 2 words out.

This has got to be the worst phone company for reception. Pretty sure Vodafone must work on the idea that everyone doesnt move more then 20cm from a reception tower!

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11455 Someone from NSW thinks vodafone is at 9 Jan 2011 04:18:59 PM
voda phone want me to pay 2000 dollars on a phone i cant use because it gets no reception,they cut my calls off and still expect me to pay when i cant use the sim for anything its a dead set joke i tried reason with them and i wait for hours and once i get a hold all they say is i have to pay 200 a fortnight....i just turned 18 i am willing to pay it just not 200 a fortnight but thats all i can do....really need help if some1 can please
9 Jan 2011 05:34:23 PM: If you use the service, you must pay. Sorry dude
9 Jan 2011 06:54:12 PM: Yeah man... its a contract which you agree to

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11451 Someone from NSW thinks vodafone is bad at 9 Jan 2011 04:12:23 PM
no Iphone not even a call to say it wasnt coming

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11450 Someone from NSW thinks vodafone is sunk in ignorance at 9 Jan 2011 04:06:49 PM
I can't believe I am reading the security breach news. My first reaction was "... you've got to be kidding me ...".

I will simply not complain.

Can anyone who is knowledgeable please explain what symptoms shall we seek to figure out if a personal account has been broke into?

If I realise that my account has been breached, I will simply demand cease of contract with reimbursement of any monetary damage.
Moreover, I will simply NOT RETURN THE MOBILE DEVICE as a measure of punishment...

9 Jan 2011 05:35:51 PM: they will not cancel the contract until the device is returned.
20 Jan 2011 01:26:14 AM: Get someone to log in and mark it as having been returned.

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11449 Someone from NSW thinks vodafone is F%#KING REDICULOUS! at 9 Jan 2011 04:05:12 PM
9 Jan 2011 05:12:22 PM: Did you have to give the phone back
9 Jan 2011 05:42:39 PM: vodafone will not cancel a conract until they have recieved the device.
9 Jan 2011 06:19:28 PM: It's an iPhone, and I told they can keep the piece of S%#T!
Bare in mind I did spend about 4hrs doing it as I was on hold for most of the time and my phone kept 'call failing'.... (not surprised) took about 5mins once I finally got through to the cancelations department.
Returning the phone is besides the point, you'll end up with a better phone signing with another provider and porting your old number. That's what I did.
Getting an X10 on Telstra Next G delivered on Wednesday.
9 Jan 2011 06:29:30 PM: good to hear
9 Jan 2011 07:47:36 PM: My contract runs out on 2 March. I wish to terminate my vodafail contract ASAP but I do not wish to return my handset. Given the recent troubles, do you think I could argue my point? Does anyone know the implications of not returning a handset?
9 Jan 2011 07:54:19 PM: you have to pay to keep the handset im pretty sure
9 Jan 2011 08:34:21 PM: make them a small offer to keep the handset
9 Jan 2011 09:10:27 PM: Just get the same gander from a different carrier on a different plan. Who cares if you have to return it as you'll have a new one.
Any how if you want to fight for that one I'd suggest contacting the telecommunications onbuson regarding it.
Is it just your hand set your so hooked on? My complaint is about service issues or lack of.
10 Jan 2011 03:17:43 AM: Someone who thinks an X10 is a better phone, someones in for a shock.

Please keep us posted on how it works out.
10 Jan 2011 06:05:33 AM: You can't get much worse than an iPhone.... You have to reset the bloody thing almost everyday and sometimes multiple times a day to fix it from freezing etc etc etc. I've had my iPhone replaced at the Apple store 4 times due to hardware issues alone.
11 Jan 2011 05:33:27 PM: enjoy your x10, idiot
12 Jan 2011 01:37:37 PM: You knob! It doesn't matter what phone you end up with. It's about having a network that works!
And for the record the X10 is rated highest out of all Smart Phones for best coverage in regional areas, which is where I am.
If you've got nothing civil and productive to write, perhaps you should go back to wanking over porn sites..

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11441 Someone from NSW thinks vodafone is staffed by morons at 9 Jan 2011 03:33:23 PM
after I came back from overseas I took over my grandmother's prepaid account as she didn't want to use it anymore but we never got the account changed into my name. vodafone called me a couple of years ago (after my grandmother had passed away) as part of a random 'customer satisfaction' survey. I told them about my wish to change the account into my name but I was told my grandmother would need to write to them approving this. when I explained that she was - er - dead, the response was still the same. so now I shall forever have a prepay account in my grandmother's name all because she won't return from the grave to write a letter to vodafone. how unreasonable of her.
9 Jan 2011 06:53:56 PM: And what is your opinion of their management?

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11435 Someone from NSW thinks vodafone is I reported them 4 months ago at 9 Jan 2011 03:24:21 PM
We use vodafone and 4 months ago they disconected me for a week
So for 5 days they couldn't divert my mobile number , they wouldn't release me from my contract
And we have been with them for over 8 years
I estimate at least 20k in lost work
Shame on you vodafone shame I hope the public hammer you
We spend at least $500 per month
It's no just poor individual users it's small business they have effected as well
And they couldn't give a dam

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11431 Someone from NSW thinks vodafone is Next time.... at 9 Jan 2011 02:53:51 PM
I have just spent the last 40 mins trying to call the missus who is about 200m up the road...everytime the call either fails or drops out...I swear over elapsed time it would be cheaper and more reliable for me to train my own carrier pigeons to contact people locally...Vodafone...get your act together or I'll go head to head with my carrier pigeons

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11428 Someone from NSW thinks vodafone is Yeah pretty bad at 9 Jan 2011 02:44:29 PM
In regards to the data breach, my understanding (and I could well be wrong) is that it's the employee logons at the stores that somehow got breached. Because the Vodafone internal portal can be accessed from any computer, anyone with those usernames and passwords could login and view customer information. However this would always have been the case the way the stores link to Vodafones system, because not all stores are Vodafone stores (some are franchised) yet still access the same system.

Either way this communication SHOULD have been done over secure SSL with short expiry certificate based authentication, or via a private VPN.

""Customer information is stored on Vodafone's internal systems and accessed through a secure web portal, accessible to authorised employees and dealers via a secure login and password.

"Any unauthorised access to the portal will be taken very seriously, and would constitute a breach of employment or dealer agreement and possibly a criminal offence.''

Read more: http://www.news.com.au/business/vodafone-mobile-records-leaked-onto-the-internet/story-e6frfm1i-1225984462550#ixzz1AVvncMD8"

As for other things. I'm 10 minutes from Blacktown in Sydneys West and my reception is bloody hopeless. I've been with Vodafone for 14 years, and mid this year my contract expires. If something isn't fixed come my contract expiry I'll be considering other options. There's only so much a loyal customer can take before they no longer have an option but to look elsewhere.

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11425 Someone from NSW thinks vodafone is RELEASING OUR DETAILS at 9 Jan 2011 02:22:17 PM
to my disgust I just stumbled across this link: http://news.ninemsn.com.au/national/8193871/vodafone-mobile-records-leaked

It reads:
"Vodafone is investigating an alleged security breach but denies customers' personal details are publicly available on the internet.

The mobile phone company has reset all passwords for its web portal, used by employees and dealers.

Details including names, home addresses, driver's licence numbers and credit card details have been available on the web in what has been described as an "unbelievable" lapse in security, Fairfax newspapers reported.

The report said criminal groups have paid for the private details of some Vodafone customers to blackmail them and other people have obtained logins to check their spouse's communications.

It said the full extent of the privacy breach is unknown but it is possible that thousands of people have logins that can be passed around and used to gain access to the accounts of about four million Vodafone clients.

A Vodafone spokesman said the company was concerned to hear of the alleged breach.

"Vodafone's customer details are not 'publicly available on the internet'," he said in a statement on Sunday.

Customer information is stored on Vodafone's internal systems and accessed through a secure web portal, accessible to authorised employees and dealers via a secure login and password.

"Any unauthorised access to the portal will be taken very seriously, and would constitute a breach of employment or dealer agreement and possibly a criminal offence."

The company would investigate the allegations and refer the matter to the Australian Federal Police if appropriate, the statement said.

The spokesman added that all passwords had been reset and a review is being undertaken of the training and systems procedures.

Michael Fraser, head of the Australian Communications Law Centre at the University of Technology, Sydney, told Fairfax it seemed to be a major breach of the company's privacy obligations and "unbelievably slack security".

9 Jan 2011 03:04:51 PM: No information has been released ? It reads that there system is available over the net but is secure to employee as is Telstra's? EXACT SAME ONE.
20 Jan 2011 01:33:11 AM: That lying little Vodatroll again?

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11423 Someone from NSW thinks vodafone is DUD at 9 Jan 2011 02:19:10 PM
Had an insurance claim rejected but claim was based on operators incorrect imput of microphone on the form yet it was the speaker that was broken so they didnt even assess the phone visually. The operator constantly asked me if i had dropped the phone to which i replyed no. After the claim was rejected I questioned the above and thay said the reason they asked about the dropping is that it was then easy to pass the claim. Now lieing to an insurance company is fraud so the insurance obudsman will be looking at this.
The shop went into renovations for 6 weeks the day my phone came back so I didnt have it for 9 weeks in total for them to not even look at it.
The last 6 months they have only gave me $550 worth of calls on my cap when I should get $900 when I questioned it they said they will only refund the overpaid the last 2 bills. How bout the 4 before that. This issue is with the Telecommunications obudsman.
Turns out that they technically own the phone and the warranty starts at the end of your 24mnth cap. So they introduced the new warranty thing for all phones purchased after a certain date as "goodwill" but it is actually the law catching up with them and their dodgyness.
9 Jan 2011 03:06:05 PM: Wouldn't that be the insurance company and not Vodafone? Seems like the anger is miss directed.
10 Jan 2011 04:07:39 AM: Vodafone insurance, billed by vodafone, sold to me at the Vodafone shop by their agent, rejection letterhead had Vodafone on the top of it. Also READ 'this issue is at the insurance obudsman'.

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11416 Someone from NSW thinks vodafone is privacy and security at 9 Jan 2011 01:51:22 PM
Soon after Sun Herald reported leaks now I can put the missing part of the puzzle why I have been forced to change my loging details.
Till then Vodafone told me diffrent story which i have never believed anyaway.
9 Jan 2011 02:01:31 PM: The myvodafone section of the website is completely seperate and unrelated to the breach the article refers to.

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11415 Someone from NSW thinks vodafone is Telstra looks good at 9 Jan 2011 01:49:13 PM
Call cut out constantly. Promises of having fixed overcharges on your bill
only to find out they charge you anyway

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11414 Someone from NSW thinks vodafone is Telstra is starting to look good at 9 Jan 2011 01:43:30 PM
I have been with vodafone for about five years, I am just back from holidays (Canberra to Toowoomba up the East Coast and back again by car). Largely no reception, no data, messages coming through anything up to a day late, emails coming through anything up to a day late. This includes many of the towns I passed through or stayed in, not just between towns.

Customer service is a joke and having to deal with Lara is a nightmare and more than enough reason to change carriers. I will be going in to speak with a real person at a vodafone outlet and working out how much time I have left on my contract on Monday.

Come on guys, you are quite happy to charge me 89 bucks a month for this, lift your game. Telstra is starting to look good again...

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11410 Someone from NSW thinks vodafone is Quiet a fail at 9 Jan 2011 01:32:11 PM
Could not use phone from 30th Dec 10 to 4th Jan.

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11404 Someone from NSW thinks vodafone is I am sick of Vodafone at 9 Jan 2011 01:19:49 PM
All I want is a working service. I have been trying to contact vodafone for the past 2 months every time i call I have to wait for 40 minutes to be transfered so I give up. I have sent emails to them on facebook and twitter, I have sent comoplaints to the customer relations group via their website and also email still no call. not even an auto response. SO i have not raised it with the TIO hopefully they wil look into it. I am not going to start with the network problems and how I have to hang up and call 10 times for a 2 minute conversation, they are also over charging me, not fixing my bills and when they say they fixed it they dont. I JUST NEED HELP getting out of this contract so I can go to a more reliable company like Optus

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11400 Someone from NSW thinks vodafone is extremely at 9 Jan 2011 01:10:49 PM
I brought a month to month broadband data plan with a pocket wifi device from Vodafail and I've had problems with it ever since. it's just so frustrating. Everyday I try to connect but the device just keeps saying No Network or SMS Only. When it finally saids connected every time I try to browse a website it drops out saying No Network again. The longest continued connectivity I had with the Vodafail network is probably 1 hour. That's pathetic. I can't wait to move to another network.

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11397 Someone from NSW thinks vodafone is Very much - fail at 9 Jan 2011 01:03:51 PM
Have been a Vodafone customer for just over a month. Experiencing many dropped calls, poor internet service (3G), delayed voicemails. Should have chosen another company.

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11396 Someone from NSW thinks vodafone is TRULY EPIC FAIL! at 9 Jan 2011 01:02:43 PM
poorest network coverage!!!! $69 cap plan with no service coverage on my phone.

thanks alot voda! thanks for the horrible service!

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11393 Someone from NSW thinks vodafone is Regret getting it at 9 Jan 2011 12:54:19 PM
Have not had a phone slower on the internet with 24/7 drop out whether on a call or on the internet. Inside my house using the phone is impossible.

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11391 Someone from NSW thinks vodafone is Fail Central at 9 Jan 2011 12:42:23 PM
I have the usual issues, limited coverage, limited 3G, drop out calls, and the most annoying, messages taking 12 hours to go through to people in the same suburb on the same fail network. Rang them up went through the coverage check and came back that I am in a low signal area. They gave me 3 months free access (which is good), even though I tried and tried for a release of contract, but since I moved house recently about 4 kms away I dont get out of my contract even though both addresses have less than average reception. Checking the coverage map on their website its says that basically my whole area is covered and that every part of sydney is covered, which is a complete lie, isn't there some kind of law against false advertising and misleading coverage maps that are nowhere near accurate??

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11390 Someone from NSW thinks vodafone is Epic fail at 9 Jan 2011 12:39:07 PM
Was thinking about signing up for the class action... although they can probably just access my details online now like everyone else.


Vodafone is a joke.

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11388 Someone from NSW thinks vodafone is Needs to tidy up their act at 9 Jan 2011 12:34:05 PM
I would say that generally my past involvement with Vodafone has been good.
This appears to have changed in the last little while.
I've noticed that some calls drop out and some never come through at all.
I have friends who ask why I'm not taking their calls and then I check the missed call log on my phone to see that there are no missed calls.
I've also noticed in the last month or so that I'm being charged twice for sending the same message. I check the call details on Vodafone's website and it shows a message being sent at 11:38:40 & then at 11:38:42. I'm on a capped plan so EVERY duplicated message charge is coming off my call allowance.
It is a pity that Vodafone seems to have dropped the ball in some ways, my experience until now has been reasonable, or at the very least on par with the other carriers.
One last comment, please, please, please, send Lara on extended leave to a far away island, bring back a person who can answer the phone and who can help you.

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11385 Someone from NSW thinks vodafone is VERY FAIL! at 9 Jan 2011 12:19:47 PM

Mobile security outrage: private details accessible on net Natalie O'Brien
January 9, 2011

The personal details of millions of Vodafone customers, including their names, home addresses, driver's licence numbers and credit card details, have been publicly available on the internet in what is being described as an ''unbelievable'' lapse in security by the mobile phone giant.

This website is aware of criminal groups paying for the private information of some Vodafone customers to stand over them.

Other people have apparently obtained logins to check their spouses' communications.

Advertisement: Story continues below Personal details, accessible from any computer because they are kept on an internet site rather than on Vodafone's internal system, include which numbers a person has dialled or texted, plus from where and when.

The full extent of the privacy breach is unknown but this website has learnt that possibly thousands of people have logins that can be passed around and used by anyone to gain full access to the accounts of about 4 million Vodafone customers.

Professor Michael Fraser, the head of the Australian Communications Law Centre at the University of Technology, Sydney, said that it appeared to be a major breach of the company's privacy obligations and ''unbelievably slack security''.

''The fact you can look up anybody as easily as that seems to be a gross breach of privacy and resulting in an almost negligent exposure to criminal activity,'' said Professor Fraser, who also heads the Australian Communications Consumer Action Network.

A spokesman for Vodafone said yesterday the company had ordered an immediate investigation and review of security procedures.

''Customer information is accessed through a secure web portal, accessible to authorised employees and dealers via a secure login and password,'' he said.

''Any unauthorised access to the portal will be taken very seriously, and would constitute a breach of employment or dealer agreement and possibly a criminal offence.

''We will be conducting a thorough investigation of the matter with our internal security experts and will refer the matter to the Australian Federal Police if appropriate.''

He said all passwords would be reset, and training and other procedures would be reviewed.

The revelations come as Vodafone is facing potential lawsuits and widespread customer dissatisfaction with network access.

More than 9000 customers have joined a class action and the company has set up a number of taskforces to try to fix the problems.

In this new saga for Vodafone, dealers have revealed that they are frequently asked to do ''favours'' and to pass on their login details.

Because the customer database is not an intranet (internal company system) and instead on the internet, users with a password can log in to the portal from anywhere, then access any customer's information.

Vodafone retailers have said each store has a user name and password for the system. That access is shared by staff and every three months it is changed. Other mobile dealers who sell Vodafone products also get full access to the database.

Anyone with full access can look up a customer's bills and make changes to accounts. Limited access allows searching by name, which takes much longer and is more involved but can be just as effective when done correctly. ''It's scary stuff in the wrong hands,'' one dealer told this website.

Australian Privacy Commissioner Timothy Pilgrim said all organisations should take appropriate steps to secure the personal information of their customers or they risked breaching the Privacy Act.

''If an individual believes their privacy has been interfered with they should first contact the organisation responsible and if they are not satisfied with their response they can make a complaint to our office,'' Mr Pilgrim said.

He has backed the federal government's intention to give his office extra powers to impose penalties should he find a breach of the act.

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11383 Someone from NSW thinks vodafone is miserable at 9 Jan 2011 12:08:38 PM
Vodafone-Hutchison Australia has been a mess the day both were merged and it has lost the plot,the mindset has been that they are now a big player in the market. They do not worry about customers' well beings.

The network can not hold connection, devices have become unsable, download speeds are not meaninful,now we are in trouble,all our personal information in the hands of unwanted people

They have all the call centres in Mumbai.
9 Jan 2011 01:05:49 PM: So this means all our offshored personal information including credit card info is also in the hands of the Mumbai Bombay operators ? May God help us if this is true.

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11380 Someone from NSW thinks vodafone is is about useful as a chocolate teapot at 9 Jan 2011 11:59:58 AM
I signed up on a 2 year $29 cap about 6 months ago and pretty much only use it for calling and texting. I never exceded my $29 when I was on a pre pay but now every month it seems to be much more. Moan number 2 is due to lack of signal and connection, how can you possibly not have signal in the middle of the City. It's not exactly remote. Moan number 3 ... Terrible Customer Servie. Online bill wasn't working so needed a new password, after holding for 1/2 hour was told they would send through a new one via text, surprise surprise I never received it. The thought of trying to get back through to them just fills me with dread so I wont bother. If it wasn't going to cost me the earth to get out of the contract I would do it in a shot, unfortunately I'm stuck but will certainly NEVER re-sign with Vodafone ever again. Absolute CRAP!

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11377 Someone from NSW thinks vodafone is completely useless at 9 Jan 2011 11:44:56 AM
Hi I came to vodafone 5 months ago from telstra, what a mistake. Reception is pathetic and costs me business. At Dinner a few nights ago with friends sitting outside at Darling Harbour five people at the table on vodafone and not one of us could get a signal.VODAFAIL!!! After years with telstra on a $79 cap and never exceeding my usage, my vodafone bills are always over $100 up to $300. Admitedly I did add data to the package but only check a few emails each month and was assured by the ever so helpfull sales boy that I would never exceed my usage. yeah thanks mate.But maybe you should of told me up front that I'm billed in 1 minute blocks compared with 30 second blocks at Telstra
I am currently considering paying out the $1500 left on the contract and going back to Telstra,I will probably save money and have reception when I need it. Td

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11376 Someone from NSW thinks vodafone is Extremely at 9 Jan 2011 11:43:46 AM
I ahve only been with Vodafail for 12months with shithouse service broken promises, and now this breach of privacy...I am majorly pissed off and i dont want 2 friggin months free access i want out of my contract NOW.why would you want to stay with them if they have done this????

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11373 Someone from NSW thinks vodafone is words can't comprehend at 9 Jan 2011 11:34:18 AM
After getting an i-phone 4 on a plan from vodafone I have had non-stop problems with it ranging from no reception to dead battery life, when I took it to the store that I purchased it from as its battery would no longer stand up for more than 3 hours when charged to 100% the woman informed me that it will take at the minimum 5 days for a new phone or my repaired phone to be returned to the store. This means that I will lose all of the information gained on my phone and I have only had this phone for less than a month. Until this is repaired I will not be paying my bill as I am not using the phone, I don't even have the phone! Vodafone's customer service is ridiculous and after being with another phone service provider I thought that service could not get much worse, apparently I was wrong.

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11371 Someone from NSW thinks vodafone is terrible at 9 Jan 2011 11:33:08 AM
i live in a central sydney suburb and find it extremely hard to contact friends on the same network and be contacted by them.

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11368 Someone from NSW thinks vodafone is RUDE! at 9 Jan 2011 11:22:09 AM
I had billing errors, which were obvious as it was directly debited from an account that always had enough funds - yet the bills would show that there are overdue bills that 'rolled over'. I rang and waited for about 45 minutes before i spoke to someone who admitted it was an error - but said it was rlated to the billing cycle so it will always appear on my paper bills that there are overdue bills, even though there werent. This was worrying because it looks bad on my future credut history. I visited my local VODAFONE store in Campbelltown MacArthur Square and an attitude laden guy offered no help to rectify the issue. Then a female took over the conversation and started yelling at me in front of all the customers. I couldnt believe i was being abused by a staff member!! I told her that ill be making a formal complaint about her yelling and she said "go ahead". I got home and made a complaint. This was recieved very empathically - but they never got back to me. In fact, they never got back to me after >1 month, despite telling me they will. Eventually, i decided to change to OPTUS (and they are much much better btw) and when i rang VODAFONE to cancel, they apologied and offered a $20 gift voucher! Really - you have to threaten to leave for them to take your complaint seriously. I took the $20 and left them anyway. They are deadbeat. There is a reason why their prices are lower - its because their service is inferior. Simple!

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11366 Someone from NSW thinks vodafone is An Epic Fail at 9 Jan 2011 11:18:57 AM
Well according to the young douche at my local vodafone store he gets reception where i live when he visits the area and its obviously my E71.... Ahhh no its not. Hardly any reception in my area with vodafone, optus telstra perfect or when the reception is at a moderate level i connect to my fb page its goes to nothing, the joys of vodafone. And then waking up this morning to read in the paper about leaked phone bills. Well i am waiting for the "call back" to get out of my contract and off to optus i go, definantly won't be telstra.

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11365 Someone from NSW thinks vodafone is Epic Fail at 9 Jan 2011 11:04:29 AM

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11363 Someone from NSW thinks vodafone is Think class dunce at 9 Jan 2011 11:03:20 AM
I cant even login to My Vodaphone with 3 attempts with 3 different temporary passwords.
Even gave Lara a gobful but couldn't even phase her.
What a bunch of DROPKICKS !!!
This is my 2nd VODAFAIL whinge and i'm sure it won't be my last.
Can't wait to get out of this joke companies contract.

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11362 Someone from NSW thinks vodafone is Was told there are no priblems at 9 Jan 2011 11:00:38 AM
I live on the central coast and since Xmas od 2010 i have been having network issues with vodaphone such as reception, internet usage etc.. I have rang vodafone to complain but was told " that there ARE NO network issues and that it must be my phone ( i have iphone4)... however when i went into a vodafone shop i was told that there are network issues and that hopefully problems will be resolved by febuary?...Now who's right a vodafone store or the vodafone support centre?
9 Jan 2011 12:19:07 PM: well considering the call centre is in india, the call centre is right!!

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11361 Someone from NSW thinks vodafone is What a joke at 9 Jan 2011 10:51:57 AM
My msgs either take 10 years to send or 10 years to receive,then I think it's quicker just to call but then theres no service on my fone, so basically I'm stuck with not a iPhone but a iPod touch cause thats all this fone is good for...might aswell give to the kids since they wanted the iPod touch..bloody stupid..

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11357 Someone from NSW thinks vodafone is VERY fail at 9 Jan 2011 10:38:55 AM
My husband signed a contract for 24 months in April 2009 for a Blackberry Storm paying $79/month. The phone had to go back a few times for fixing. Until the last time, in middle 2010, it stopped texting. He called Vodafone many times and they always gave him the same procedure, after waiting for a long time. The customer service attendants could speak/understand proper English. One of the shops sent the phone to the repair service and wanted to charge him, even though the mobile was still under warranty. After many calls and weeks without texting, he finally got a new phone after saying he was going to put a formal complaint with RIO. These were like magical words. The new phone given to him was not a Blackberry Storm, it was a very cheap model on a $19/month plan, while he still has to pay $79/month. If it is not enough during the last months his phone has been unable to make or receive calls when he is at home due to the poor service (we leave in the Eastern suburbs where should be good service according to Vodafone coverage area). I have found Vodafone extremely frustating! Never again!

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11356 Someone from NSW thinks vodafone is Uber fail at 9 Jan 2011 10:34:13 AM
I only really noticed the drop outs and bad reception a few months ago and it has progressively gotten worse since. Unfortunately I dont think I have had a call this week that hasnt dropped out. I am constantly getting delayed messages, in fact last night I didnt get my friends msg till halfway through the dinner when she was sitting next to me!? People are apparently calling me but my phone does not ring and i dont get notifications till hours later.
I feel really bad for Vodafone, but enough is enough. They made a silly move to money grab and now it has come back to bite them.
my contract is up now so looks like i will be moving to another network :(

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11354 Someone from NSW thinks vodafone is Infinite at 9 Jan 2011 10:31:15 AM
Trying to terminate my vodafone contract, only to realise that you need to go through 3 call centers and are placed on hold in a cue at all three! Wait time has exceeded 2 hours, and still waiting for the 2nd call center to answer! I assume this is a ploy by vodafone to force you to wait out your contract.


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11352 Someone from NSW thinks vodafone is very at 9 Jan 2011 10:26:38 AM
My husband who lives in country Queensland where there is no Vodaphone coverage asked me to disconnect his service. This was back at the end of September 2010. On Monday 27th September 2010 I tried phoning Vodaphone and spent half an hour just hanging on hold. I then got on line and the only place I could find to contact Vodaphone was their technical support team. So I sent them an email and they sent me an email back telling me that someone would get back to me with reference to my "enquiry". So far no one has contacted me over this. A few weeks later I rang another number which connected me to Vodaphones call centre in India. The Indian man I spoke to said they could not help me because they needed my husband to ring them which he is unable to do. Before he left to go to Queensland we rang Vodaphone and he put me on the account so that I could be his voice as it were. I have the password and the accounts were paid by cheque with my name on them. For this organisation to flatly refuse to cancel the service because they cannot speak to my husband is ridiculous in light of the aforementioned intentions of my husband. I have not paid the last three bills and have no intention of doing so. I do not see why I should pay for something that is not needed anymore.

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11350 Someone from NSW thinks vodafone is criminal at 9 Jan 2011 10:21:30 AM
VODAFONE STAFF HAVE BEEN FOUND TO BE SELLING CUSTOMERS DETAILS TO CRIMINAL GROUPS! Good work Vodafone, way to win support. Story broke on ABC's website.
9 Jan 2011 10:30:50 AM: rumour
9 Jan 2011 11:49:53 AM: I do not think they have been selling to criminal groups.........!!!! That would be Corporate Suicide!!
10 Jan 2011 03:29:39 AM: Have they?

Name some names.

Otherwise you have unsubstantiated claims.

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11345 Someone from NSW thinks vodafone is Criminal at 9 Jan 2011 10:01:07 AM
Good to see that Vodafone is at least one thing: CONSISTENT. Now all of our records including credit card details, bank details and other identifying info of customers is readily accessible on the web to those that want to commit fraud, WHAT DOES ONE SAY HERE! Are they trying to make up for the lost income from call dropouts by charging for personal info to criminal organisations?

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11344 Someone from NSW thinks vodafone is very fail at 9 Jan 2011 09:58:56 AM
very bad reception drain the battery I called them about two months ago and guy asked me to give an alternative number so I can trouble-shoot your mobile while talking to you using your land-line the guy never called me again. After two weeks I tried again to call Vodafone after hours of wait I managed to get through and complained about the reception problem and no one returned my call she apologized and after hours of troubleshooting she decided to send me an other sim card and I finally I received the new sim card and the reception is the same. Most of the time I get no reception at home. It only happened about 3 months ago. I used the network for about 4 years.

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11342 Someone from NSW thinks vodafone is Epic at 9 Jan 2011 09:57:33 AM
I constantly experience dropouts, failed calls, "can you hear me" calls, the need to reset my phone to get a signal, prompts that my network has disconnected and if I leave Sydney - I can't really use my phone at all. Combined with the recent article in the Sun Herald about user's personal information, including driver's license numbers and credit card details, being available over the internet to anyone with a Vodafone store password - I've had my fill of Vodafone.

I'm on an unlimited call plan, which is cheap for unlimited calls and is why I went on it, but it isn't cheap if you account for the fact I'm not receiving the service I contracted Vodafone to provide. I've lost numerous business calls, but thanks to other forms of technology have been able to get back in contact with clients and therefore probably haven't lost any business or suppliers as a result - just annoyed a few people. But I would like to cancel my contract without having to pay the cancellation fees. Which I think is only fair if they can't provide the contracted service or guarantee my personal information will remain secure.
9 Jan 2011 10:00:21 AM: Give the TIO a shout! Check out the 'How to complain' link at the top of the page for more information. They should be able to assist you out of your contract penalty free.

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11336 Someone from NSW thinks vodafone is massive fail at 9 Jan 2011 09:28:49 AM
In May I signed a contract for $29 a month which gave me $150 calls and mobile broadband of 1GB. After several months of being under my usage capacity (I was only using 350-600mb of data and around $120 of phone, I received a bill for $220 stating that I had used 11GB of data although data usage on my laptop was saying only 350mb had been used. I rang to complain about this and after extensive wait times I was told that I must have used it or someone else has used it and that I must be downloading movies and music which I had not. I live by myself and am the sole user of my laptop. I got an itemised account and noticed the download times were when I was at work and that the downloads of up to 2GB at a time were being taken of my usage and that the computer was online for up to 5 hours at a time. After repeatedly telling my complaint to many different people at vodafone they took off the excess charge for that month and they told me to get my computer checked which I did and as I suspected my computer was fine and no downloads had occurred. I called them to tell them to check that my bill was not being combined with somebody elses bill and they said it hadnt. I stopped using my computer for a couple of weeks as I was scared this would happen again. Guess what? It happened again. The next month I was charged $227 with another 11GB of downloads! I checked the times of these domnload and again they occurred when I was at work and during the 2 weeks I didnt use my computer. Again I called to complain and they took the excess charge off the bill and gave me 1GB for free to use to monitor what was happening. Of course this was all used up and not by me. I was sent another excessive bill and by this stage I had had enough. I was sick of being put on hold, it interfered with my work, it caused me a lot of stress and sleepless nights. I finally called them and to told them I would call the TIO and consumer affairs and that I wanted my contract cancelled free of charge! Finally they cancelled my contract free of charge. The next month I got another bill texted to my mobile saying I owed -$11.00! Due on 15 January! It took me 3 days to get through as I kept getting a message saying too busy and to call back. Ridiculous! When I did get through I told them how can I be billed for a credit that they owe me $11.00! The customer service guy said that this was a goodwill gesture but I would not be getting the money as they had to put my account in credit to cancel the contract! How is this a goodwill gesture after what they put me through! I now have prepaid mobile broadband with another provider and have been using my computer a lot more than when I was with vodafone and am still going nowhere near 1GB a month! I do not use vodafone any more and never will again.

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11333 Someone from NSW thinks vodafone is disastrous!!!!!!!!!!! at 9 Jan 2011 09:23:19 AM
Is af the current V/F issues are not bad enough !
Now the breach of privacy and our personal details are leaked to who knows how many crims and identity thieves ? This is just extraordinary that Vodafail has such lax security around the privacy of OUR details. Add this privacy breach to the class action I say ! Federal Govenment agencies, what are you doing about this ?????
Here is a link to the V/F privacy policies.
9 Jan 2011 09:26:23 AM: The question is what are you doing about this? Have you contacted the TIO to get out of your contract? The ACCC / Government are not going to act until you (and everyone else) start complaining. If you want to lodge a complaint to the TIO, check out the 'How To Complain' link at the top of the page.

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11325 Someone from NSW thinks vodafone is Inexplicably at 9 Jan 2011 09:16:57 AM
I am in the middle of moving house and now I need to change all of my credit card details and passwords due to their inexcusable data leak. Also months of poor reception dropped calls etc. but this pales into comparison to GIVING OUT MY CREDIT CARD DETAILS TO ANYONE WHO WANTS THEM!!!!!!

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11323 Someone from NSW thinks vodafone is ULTRA-FAIL at 9 Jan 2011 09:13:35 AM
I was stupid enough to sign onto a 2yr mobile and internet contract last August - the new phone that came as part of the contract didnt work for the first 4 days and once it was figured out the back-office settings were incorrect, it only lasted for a further 5 weeks! A new phone - it is the worst product I have ever had the misfortune of using. When I tried to return it to Vodafone to be be fixed I was told I would not be given an interim replacement, so was expected to operate without any mobile until its was fixed - how long? Oh, maybe 3-4 weeks! When I asked for a new phone given the circumstances I was told I would have to pay outright for a new phone. This issue is amongst the phone cut-outs, text messages that aren't ever received and calls that never seem to come to my phone. I cant believe there is a further 1.5yrs left on my contract - and the latest SMH lead story that all our details inc personal addresses, licence and credit card details are now publicly available online for anyone to fraudulently to use. Vodafone is the worst company ever, should be bankrupted in payments to customers for the pain they have caused and never allowed to trade as a business in Australia again.
9 Jan 2011 09:18:39 AM: When in doubt, Give the TIO a shout! Check out the 'How to complain' link at the top of the page for more information :)

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11322 Someone from NSW thinks vodafone is All of them out of ten at 9 Jan 2011 09:11:46 AM

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11320 Someone from NSW thinks vodafone is Very at 9 Jan 2011 09:10:19 AM
Postcode 2106 Pittwater Area (Herbert Ave Newport). This is a known low signal area but it worked OK for 9 months on 3G. Now it mainly works on EDGE (GPRS). Thats OK as it was reliable but slow but it now switches between 3G and EDGE whilst working and drops out on the switch. The blue ball falls off and then you have to start again. It is very unreliable.

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11317 Someone from NSW thinks vodafone is absolutely at 9 Jan 2011 09:07:32 AM
my phone constantly has really bad connection i need to try about 3 times just to get hold of a number, even a home number and it will always cut off while im talking, always without fail no matter who it is i call or receive a call from, sometimes i dont even receive a message i have been sent, it never comes. i will be changing companies as soon as i can, i think people need to stop complaining and start changing then they will get the message loud and clear.

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11316 Someone from NSW thinks vodafone is 100 at 9 Jan 2011 09:06:12 AM
I am currently with the 3 Mobile service however i understand that 3 has been taken over by vodaphone. do i have a case here to get out of my contract? the service is absolutely terrible! please reply!
9 Jan 2011 09:06:42 AM: When in doubt, Give the TIO a shout! Check out the 'How to complain' link at the top of the page for more information :)

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11311 Someone from NSW thinks vodafone is delayed voicemail and sms at 9 Jan 2011 08:40:14 AM
vociemails and sms arrive late by hours or days and at times not at all. Given I am applying for jobs at the moment this is unacceptable.

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11307 Someone from NSW thinks vodafone is EPIC at 9 Jan 2011 08:34:21 AM
An interesting article I found online this morning about Vodafail breaching customer privacy. Apparently its quite easty to obtain logins to access any Vodafone customers details and call lists!


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11306 Someone from NSW thinks vodafone is inferior in many ways at 9 Jan 2011 08:33:03 AM

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11303 Someone from NSW thinks vodafone is at 9 Jan 2011 08:29:03 AM
I have been having so much trouble with VF. They gave me the run around last year before I was going overseas about lodging faults, resetting my handset and sending me a new sim card. I found out whilst overseas when the s__t hit the fan and it was all over the news that this is the rubbish they are telling customers when they are fully aware of the faults that are present.

I have since came back from overseas and the data on my phone still sometimes won't work and I lose 3G reception all the time and I had a call failure while I was ringing 1555. VF still don't know how to unlock my iphone for me and even told me to go to the Apple store and ring them back from there. At the end of the conversation they told me to call them back tomorrow morning to try and unlock my phone as there were no iphone support staff working at the time I called last night.

The latest and best bit so far, is the new sim card they sent me which I activated last night at 6pm was to take around an hour to become active and I was to use it when the old sim stopped working. It's 10:30am the next morning and I am still using my original sim.

I have so many complaints about VF that it would take me forever to write down but I have everything documented and will be lodging a complaint with the TIO monday morning, with all my notes.

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11300 Someone from NSW thinks vodafone is Appalling at 9 Jan 2011 08:19:04 AM
I posted below at 11209 re incorrect number displaying and phone not ringing.

After about 4 hours I got a call back from Vodafone - well rather my switched on phone, full reception, sitting beside me phone got a voicemail. Could not use the return call (was a mobile number) feature in voicemail. About an hour later I got another call (private number) which came through.

Got a guy with a strong Indian accent and barely understandable.

Was told it was a phone issue and to try my SIM in another handset. Told him I did not have another handset so he told me I'd have to go and buy a new one!!!! And until I had done this step they could not raise it as a technical issue. I told him that I was unable to complete the set and I was well aware it was a service issue. So all he says is, yes I understand you cannot complete that step and I can raise it as a technical issue but I need you to first try a different handset ARRRRRGGGGHHHHH!!!!

Thankfully I am on prepaid and I've inherited and iPhone which arrives tomorrow and that's going on the corporate plan we have with Telstra and I'm saying goodbye to 10 years of loyalty to Vodafone.

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11297 Someone from NSW thinks vodafone is Privacy breach at 9 Jan 2011 08:07:00 AM
Today's Sydney Morning Herald reports... THE personal details of millions of Vodafone customers, including their names, home addresses, driver's licence numbers and credit card details, have been publicly available on the internet in what is being described as an ''unbelievable'' lapse in security by the mobile phone giant. read more here: http://www.smh.com.au/technology/security/mobile-security-outrage-private-details-accessible-on-net-20110108-19j9j.html

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11292 Someone from NSW thinks vodafone is Extreme Fail at 9 Jan 2011 08:00:22 AM
I have been a loyal Vodafone customer for nearly 8 years, and I can still remember when Vodafone had fantastic customer service and great reception. I actually used to get calls from Vodafone to check up and see if everything was OK. Of late, you'd be lucky to get through to an operator in less than an hour of waiting on hold!

Now let's not get started with the reception! I have noticed a steady decline in coverage since around 2 years ago. I run an IT company and travel all around Sydney. I have zero reception in a high apartment in Homebush, and zero reception in Alexandria in my office. This means any time I'm at home or work, I have zero reception! Home/Office would account for around 70% of my time so that means missed calls and lost revenue from jobs I could have taken on! Even out and about, I call 20 times in a row and kept getting the dreaded 'Call Failed' message! This is with full reception!

Vodafone's 'broadband' speed is a friggen joke! It's seriously slower than dialup when it works, and that's probably only half the time.

Vodafone get your shit together, as a mobile phone company we as your customers expect our phones to work when we need it, not when it suits you! Not much of a 'contract' when Vodafone doesn't fulfill its end of the bargain!

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11287 Someone from NSW thinks vodafone is HUGE! at 9 Jan 2011 07:48:36 AM
Signal was ok on my iPhone 3GS in Melbourne, moved to Wollongong, NSW and 3G coverage is basically zero! Network team are "looking into my issues" but unless they are going to build a load more towers and quickly, I can't see things changing. 18 months left of my contract and can use my iPhone for calls and sms and that's it! And to top it off I hear today they have all our details on the internet waiting for hackers to get!

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