Recently moved house , I checked the Signal strength before just to see, it all looked good, this is far from what the website says, for 4 weeks now been fed on a diet of cack....first there was works happening then there isnt they dont have a clue...So the answer is carry on paying your monthly payment and we will carry on not providing a great signal...Pants..and I dont want to hear we dont promise a good signal everywhere, I dont say i dont promise to pay you each month
Review by Stormfront Scornea1 month ago
Jack, do you remember how 2 weeks ago I spoke to you about not being able to log into my online account since I got my contract 4 months ago?
You were the first to recognise (out of many previous advisers I spoke to) that it wasn't a simple case of resetting my password. The issue was rooted much deeper in the Vodafone system and my account needed to be wiped out of your system and set up again.
This issue has been going on over 4 months and I wasn't able to even view my bills because of it. I spoke to countless Vodafone advisers during this time trying to resolve it. But you Jack understood exactly what the issue was and knew the way forward. I didn't believe you would give me a callback to take me through the final steps once your technical team have finished their work. After all, no one from Vodafone have done that. But you Jack gave me your word. You told me about the fancy new system that Vodafone has now and I promptly received a text from Vodafone with reminder of the scheduled phone call while we were on the call.
It's been 4 hours now since the phone call was meant to happen - I was waiting. Nothing. So I called the Customer Service Team and...back to square 1. They asked me if I still have the issues with my signal...erm...what? I never had issues with the signal.
So Jack...not only you didn't keep your promise but you left no notes either. Let alone this case not being passed to your technical team. Well, at least you were nice to talk to - hence 2 stars not 1.
Review by Julma Ahokas1 month ago
What customer service, they are so bad they won't even respond even when you are chatting with them on line, wait a minute I was just chatting with myself. Bad Bad Bad.
Review by Npat1 month ago
Just the worst company to ever have a contract with in terms of getting help over the phone or live chat. I've been attempting to re-order a sim card from them after I lost it for days. Don't waste your time with this shady company.
Review by DrKerr1 month ago
I’m a Vodafone customer, I have some issues regarding the mobile service and data sim. Went to a Vodafone outlet and funnily enough the sales rep suggested me to cancel the contract, WOW. So I called 191 the first answering machine said that my waiting time is 1 to 2 minutes, but then I was asked what is the reason I’m calling about, after 32 minutes someone answered so it’s either on purpose or they are so busy cancelling contracts. Again she was like happy that I will cancel the contract, unbelievable.
Review by Talicia Jyotika1 month ago
I would give 0 stars if I could.
Worst customer service experience ever!
Review by Knot1 month ago
I signed up with Vodafone in 2014 and since then I was a faithful customer The company has no respect for the long term costumers and I say that you should never sign any contract with Vodafone. At the moment
I only wanted to change my contract and i was keep giving different price on same contract on same day and they keep blaming eachother
Been rude with a non challant attitude especially an agent called ross in the sales and cancellation team he was the worse one among the five to six agent i spoke to in a total of one day just to change my contract.
Review by Swissfrancs1 month ago
WORST CUSTOMER SERVICE EVER
For years I have struggled with very poor customer service from Vodafone. I have complained repeatedly to them with no adequate response. Unfortunately where I live no other networks have coverage so I don’t have an alternative supplier that I can go with.
I have had an issue with my mobile data for 4 days now. When I call customer service I endure the most annoying voice system which then cheerfully tells me that they have sent me a text message with a link to an online help page that will help resolve my data problems and I can now hang up the call. SERIOUSLY? You send me an ONLINE HELP PAGE for a DATA issue? How exactly am I supposed to access that?
When I eventually do get through, the customer service advisors spend time reading their script telling me how important I am to them and how they are absolutely going to resolve my problem and they will be the last person I need to talk to. They all have the same script because I’ve now talked to 5 people over the last 2 days and they have all told me the same thing. Sadly none of them have yet resolved the issue although they have charged me for additional data.
So I’m paying more and receiving less. Thank’s so much Vodafone, I feel so special and valued as a customer. Over the last few years I have provided feedback on every customer survey they have sent me. I have written to them, complained in person. Have I ever received an apology or even a response? No I haven’t.
So my recommendation is that if you have any other options, don’t use Vodafone. They don’t care about you, their systems are all totally disjointed and when you do finally get to talk to someone they generally can’t help.
Review by Nemrod Leventon1 month ago
oh dear, oh dear oh DEAR...!
MUCH like the network coverage here.
From a man ranting "I do not consent" over and OVER again; regards the recording of evidence.
Sir! your OWN company, the one YOU are/were working for, who renumerate you (for WHAT I do not know; it ain't customer service!) RECORD YOU themselves. Don't you know this?
To the 'technical support' I was REPEATEDLY mis-directed to whose answer to the known and admitted problem of tower failure needing months of repair was to have me replace my SIM.
Did so, guess what? Oh, you've got it, no fix.
To his colleagues whose answer to no MOBILE network coverage (in contradiction of Voda's OWN webshite AND its current national advertising campaign) was to REPEATEDLY try to force me to accept a broadband/network sure signal appliance for the HOME. When asked "what do I connect it to?" several replied "your home broadband network" even when known...
wait for it...
...that I have NO hardline OR home network!
Having been 'sold' on the premise of this deal making such unnecessary! (Got offered SAME device to cure the MOBILE issue... strange, doesn't plug into a CAR.. no 'network'!). Guess what? no fix.
A couple of Vodas SHOP staff have readily mentioned difficulties with 'customer service', yep, their OWN staff; their OWN company.
This deceptive behaviour/ignorance has also contributed to the rediculous situation where Wiltshire Police have had to WRITE to me after an assault (by we think a fake debt collector who arrived in a car with expired MoT;- ANOTHER story) as 'they were unable to contact me...'
So they will have to COME OUT to me.
I have ASKED voda 'customer service' to COMPENSATE Wiltshire Police for this waste.
RESULT? Got hung up on THAT once of several times.
Oh; NO compensation to Wiltshire Police either yet. Hey WiltPol, I tried!
Another example of the hypocrisy of vodafone customer service?
2 emergency situations involved me responding, and when another member of the public tried to contact voda to let them know of their no-coverage problem got the 3rd degree demanding MY details to access MY account.
yeah, lets FORGET chest compressions etc. and answer security questions via a 4th party. St.Johns didn't cover that.
Personal details security anyone?
BTW, bought a package for mother (same network benefits, oh! no such thing) as a christmas gift. She is with Tescos now after 6 months of unable to consistently reach me; bit of a concern for an 81 year oldOh tes; she went BACK to a hard line as well; anytime she WAS able to reach me her billing was connecting to O2!
NO compensation to HER for the two DOZEN PLUS dropped calls, in contradiction of Voda's compensation protocol/contract/English law (except the 'unwritten' one of 'don't pay; f... 'em, they're only vulnerable CUSTOMERS, they can't REACH us'!)
Her neighbour (also under the umbrella of sheltered housing) was unable to contact ANYONE due to 'no coverage' ALSO having been sold on the coverage being lied to us, had given up her homeline, so couldn't even reach vodas fake 'customer service'. I tried for her... got the data protection runaround as I wasn't 'her'.
Local facebook page has complaints... STILL no customer service
SOOO, like me, fall for the hypocrisy and lies (had problems back in Guildford branch store back in 2017) that "its BETTER now, lessons have been learnt, we've improved..." chuck your hard line; RELY on what you are sold (I was full-time carer, who can't consistently be reached even tho' THEY live 1km from the mast... so no longer)
...and I live 1/2km from SAME mast!)
Have your legal rights to legal remedy abused (oh yeah! Voda closed out a formal complaint; never told ANYONE and the deadline promised sailed into history... that was July; STILL awaiting a response!).
Please FORGET your consumer rights, voda does as it is in bed with its questionable business ethics whilst roping you into the comedy/cost of 5G.
Who will pay when Voda earns a record-breaking fine??
You ARE warned!
P.S. no 'zero star' rating yet??
Review by Zoomynameisonlythreeletterslong Budnitski1 month ago
They lost my phone and no one knows where is it!
My upgrade time came and I purchased a phone from Vodafone. I paid for the next day delivery and no one showed up.
I contacted Vodafone customer services, I have been told that my handset just delayed and will receive it in 24 hrs. No one showed up!
I contacted Customer services again, this time I have been informed I can go and collect it from a certain shop. I drive to a shopping center, paid for parking, waited half an hour in the queue and guess what. The store don't know anything about the order, there are no notes on my account. They offered me to cancel my online order and buy another line form that store. I said I already paid for it and I can't do that. They said, I have 30 days cancellation , simply cancel it, buy it from the shop... Guys! Don't push the shops for sales targets. They do stupid stuff to reach there!
Again on the customer services on the phone. The gentleman said I should wait until tomorrow by 1 pm and my phone will be delivered. I waited until 1pm like a fool. And no one showed up.
Again on the phone with customer services, this time they told me that I have to wait three days until they receive the item back so they can send another one... When I track the order I noticed that they recall the phone before even they try to deliver it to me. They knew it and they didn't tell me.Just kept me waiting and wasted hours from my life. They still don't know when it's gonna be delivered.
You can have problem with DPD and I don't even have to know about that. You must solve it internally. I am a customer not a shareholder of Vodafone! No one telling my why they recalled the phone back before I any delivery attempt? No one knows whats happening. Only thing I get from them, they must receive the phone back to send me another... That is not MY PROBLEM!
I paid for a phone and they intentionally didn't send it to me (yes its written on DPD's website that you recalled the package). I wasted more than 8 hours on the phone in total. I wasted money, got angry, get upset...
Almost five years with Vodafone RED, with three lines in the same household, paid thousand of pounds and they treated me like I am a beggar... You just lost a loyal customer...
Review by Fabshopper1 month ago
Just awful! Avoid!!!
Review by Penguins1 month ago
The worst company ever, they are unprofessional and have a miss leading offers that aims to fraud their customer.
I went to a branch in Porto Arabia in Qatar to order Home Internet for a package of 250QR as Iam only one person and enough for me. I believe when someone tells you it’s unlimited internet that’s mean that you will pay 250 monthly for unlimited internet! My bill was more than that. Apparently, it’s not unlimited! I don’t trust them anymore and I don’t recommend anyone to get their services. I have been trying to reach the IT for 3 days! Ask call backs from their supervisors but nothing came from them! The worst customer service I ever encountered in my life. They don’t train their employees and don’t know how to serve the customers! I don’t trust the service any longer and I am stacked with them now! Why they gave me false information! I would appreciate if someone just gave me the right of choice! Now I am in this terrible company that’s aims to rip me off with false information!!! I am so disappointed and your reputation is very bad and I am living a terrible experience because of you.
Review by Callumn Barbadillo2 months ago
Without a shadow of a doubt, the worst company for customer service I have ever encountered. Calls are routed offshore to script-reading 'support' staff who try to fob you off with the absolute minimum service. I have spent many, many hours being passed from one section to another, often to be told that the system is down and they will call back (which they never do).
There is nothing wrong with the network, sales always seem to be on the ball, but when things go wrong, you can be sure that your issues will be dealt with by incredibly incompetent and often, dishonest staff.
But if you cancel, then you magically find yourself talking to local service staff who will bend over backwards to get you back. Don't be fooled. It's a trap!!!
Review by Brimhildur2 months ago
Trying to resolve an issue for five weeks. Online chatted and telephone chatted to 21 personnel. Still no resolution so emailed twice. No response within time scale.
I’ll call you back in half an hour... seems to be the party line.... they just don’t call back. On line chatter promises resolutions an offers vary considerably. Totally frustrating.
Review by Nutnicha Giurca2 months ago
The worst customer service I’ve ever experienced, alongside a dreadful product.
Average hold time when calling customer service is comfortably over an hour.
Genuinely the worst broadband I’ve ever had - it’s been useable about 50% of the time and completely unusable the other 50%.
Broadband providers aren’t known for their customer service, but having with been both TalkTalk and BT before I can comfortably say Vodafone are the worst.
Would happily pay an extra £5-£10 a month to be with another provider.
When you do eventually get through to a person on the phone, they’re so clearly reading from a script, and have absolutely no clue of your history as a customer. I’ve spent hours explaining the same issue to various different people in various different call centre departments.
Eventually I made an official complaint, and this is still ongoing 4 months later. Case number 007832.
Strongly advise any potential customers to steer clear. You’ll pay slightly more with BT/the other big names, but you’ll be paying for a service that you can actually use.
Review by Larck2 months ago
One star is too many for Vodafone, in my experience they are worse than abysmal!!
I have been a customer for 12 years and now have an ongoing nightmare with my mobile phone or should I say NO SERVICE, Customer Service Egypt cut off my service on the 30th August, after Vodafone created a nightmare situation and took a huge amount of money too by Direct Debit.
Customer Service Egypt is “not fit for purpose”!
The Complaints dept Both Newcastle and Egypt make endless promises about resolving the problem but do nothing. Promise to ring at a specified times but of course have no intention of doing so, disingenuous???
4 trips to a Vodafone store in a week, a 34 mile round trip each time, again lots of promises but nothing changes.
I rang Head Office today to get CEO email and was told she did not know who the CEO is... if I was Nick Read I’d worry about that, of course she knows but is told to keep those pesky customers away, after all we at Vodafone don’t care about Customers.
I have concluded that the only Customer Service training is how to sound sympathetic, pretend to understand but do nothing, after all they’re only customers, they don’t matter to a Service Company.
The levels of stress, frustration and anger caused by this nightmare are massive, I have no idea whether this will ever resolve, I some how think not!
Mr Read CEO why is your company, Vodafone so bad?
You’ve been in this Top Job for nearly a year now, what do your Share Holders think, they usually matter much more than customers?
To conclude God help all Vodafone customers, for sure we all need help from somewhere because it won’t come from Vodafone.
Review by Nave Settaluri2 months ago
Avoid like the plague! Your business will lose money with Vodafone.
I have had several lines with Vodafone business for a number of years now and over the past two to three years the service has been shockingly bad. I cannot believe a multi billion pound organisation is being run the way it is.
Last year when my lines were renewed the account and number which I have had for several years suddenly disappeared from their system which meant I could not access or even speak to Vodafone about my account or phone number as they could not find it on their system! I got passed from one Vodafone customer representative to another having to explain myself again every time I got put through, only to be told I would need to speak to a different department and that they would be notified of the issue. Every time I got put through to a different staff member I found that they had not been notified of anything relating to my issue and that I had been randomly transferred to someone else in a totally irrelevant department. It took several weeks, dozens of calls and hours on the phone to resolve the issue.
The staff simply do not care and transfer you to a random department so that they don't have to deal with the issue at hand. This happened to me again last week when chasing up a broadband order which had been delayed several times without me being notified. I was passed from department to department with each staff member completely clueless as to why I called. I was eventually told what the issue was and that the order would need to be placed again despite having received a confirmation date several weeks ago, a direct debit being set up and confirmation and welcome emails. I had no choice but to go through with a new order which would have delayed my broadband and phone line installation by a further week; I was told the new installation date would be the 8th October 2019. I was also told that I would be compensated for the inconvenience and loss of service once the new account was up and running. I asked for a confirmation text and was sent a text shortly after the call in which the date had now changed to the 10th October and not the 8th as was promised!
Shortly after this I received a call from another Vodafone staff member who repeated the issues I had already discussed with several staff members throughout the day. I explained that the issue had now been resolved and that a new delayed installation date had been booked via a new order. The staff member told me the new order had not been placed and that I would need to do it again! I told him that having been on the phone all day to several different staff members a new order was placed only around half an hour prior to his call; he said he would check his system and get back to me. It turned out an order had not been placed and there was nothing on the system to suggest the previous staff member had placed the order despite the previous phone call and confirmation text.
I then resorted to calling the official complaints department and explained all the issues I had gone through regarding the broadband and phone line order. I was told that the issue would be resolved and was told I would be put on hold by the staff member while he checked his systems to see what had gone on. I was placed on hold for approximately 17 minutes before someone answered the phone; it was a different staff member in a completely different department who had not been told anything about my call and had no idea why I was calling! It's almost unbelievable that a company as large as Vodafone can act in such a manner and treat long standing customers in such a way.
I then went on to fill in an official complaint form through Vodafone's website. I received a confirmation email which states I will receive a call within five days. It has now been five days and I have not had any calls, emails or letters addressing my complaint.
I have now taken my broadband and phone line to Virgin Media and will be cancelling my mobile contracts when they come to an end. I will never do business with Vodafone again and would recommend anyone considering Vodafone to go with another supplier, as if you have any issue they will not be resolved and you will be treated like dirt.
Vodafone's entire setup seems to be a shambles, their systems are not integrated, they can't access your account on many occasions or have to pass you to different departments for the simplest of tasks. In all the years I have had my accounts they have not been able to get their App to work for business customers despite 'working on it' since I have been with them. This is a multi billion pound company which has zero customer service and zero accountability for their pathetic service which has cost my business dearly.
Review by Nooruz THendrich2 months ago
After 25 years plus I feel I have to leave vodafone . Over the years I have had a great service ,after upgrading 2 business fones and adding broadband to my contract I feel so very let down. Delivery was next day and a week later I am still waiting . No contact from customer service and worse being a very long time customer not even an attempt to keep me as a customer when I asked to cancel . Shame on you vodafone
Review by TheHappyJogger Repond2 months ago
What's happened to Vodafone?
I have been a loyal customer for over 19 years and even worked at Vodafone for 9 years but my experience over the last 2 days has been shocking.
I went into the Marlborough store yesterday to find out what action I could take to reduce my monthly Bill. I was informed that my contract had been due an upgrade in March and that I could get a new phone or move to a lower tariff. I did not need a new phone so I was pleased to save £55 on my monthly bill.
After being in the store for over an hour the team informed me that they did not have my right address on file ( the details they had were over 9 years old ! ) despite sending my current handset out my current address approx. 2 years ago The upgrade could not progress unless I could show photo ID to prove my identity.
This meant another trip into the Marlborough store today. Once again I was there for over an hour as the store was experiencing systems issues. This meant that after an hour of waiting for the new contract to appear I lost the will to live and made a decision to abandon that approach.
I have just come off the phone from VF Customer services team. They managed to change the contract in 10 minutes without the need to see any ID. Why was that not possible in the store?
They refused however to refund the £250 that I have been overcharged for the last 5 months. From their perspective it is on the individual to remember that the contract is up for renewal and take action.
That may be the case but its a shocking customer experience and feels very much like deliberate overcharging or theft. I'm sure its all beautifully recorded in the details of the T&Cs but really Vodafone could you not be a little more proactive?
I was offered £100 credit from the CS team to resolve the issue but after the poor shop experience ( VF :are you making it deliberately difficult for people to upgrade their contracts?) and the fact that I fundamentally disagree with what Vodafone is doing, I refuse to let this go. If it's not resolved fully VF will be loosing not only a loyal customer of over 19 years but also all the contracts that my family currently has with them.
My learning from this weekend:
- Don't ever bother going into a VF store. Its a waste of time.
- Put the date your contract ends into a diary and start talking to VF before it expires so ensure that you are not overcharged.
- VF has changed and is no longer the Red, Rock-solid and Customer obsessed business that it was when I was proud to work there.
Review by AShirazi2 months ago
The worst customer service I’ve ever experienced. You get transferred to either India or Egypt. So rude and get nothing resolved quickly.
Review by Telstra Fingado2 months ago
Well what about Vodafone?
First the good:
Well when you finally get it up an running; for me without their router and using my skills and often my own router, the broadband speed is absolutely fine and even much better than some others.
Also there are some fine individuals within Vodafone that can and do grasp nettles if they have to.
So if you can drill into the higher echelons of customer service within the British Isles they are very helpful and even one of the overseas staff was excellent.
So what's the problem?
For me it took about two months to get things up and running!
The very, very erratic mostly overseas costumer service. If you get a middle or far east call centre then it's often tough luck.
They can and do send out the wrong replacement router if there are initial failures or promise some goodwill gesture (free PAYG sim card) for the awful start up service and totally fail to deliver free £10 PAYG. You cannot get worse than most of these overseas customer service operatives. They appear to want to make your life hell. Three hour waits, two hours continuously at one point.
What do you think?
PS: They even have a supplier of routers at an address called "Communications House" and which does never answer the phone.
Can't edit this forever..
Review by Riohx2 months ago
1. Lied to about existing products during renewal of contract via overseas call centre.
2. Second lie in attempt to cover first lie concerning attempt to deliver non-existent product via overseas call centre.
3. Overseas call centre unable to satisfactorily deal with complaint.
4. Letter to Vodafone UK, sent via recorded delivery, ignored - it's been 3 weeks compared to their 5 day promise of response.
5. Online form competed and I get a call from the overseas call centre who lied in the first place and had zero knowledge of any on going complaint or letter.
Vodafone customer services is APPALLING.
Review by Drent2 months ago
Home broadband user who never had any need to call the 'technical team' until our service was suddenly interrupted overnight. Don't try the webchat - they just wanted me to phone the technical team as they couldn't even diagnose the problem.
Technical team is just a black-hole where issues disappear into the event horizon never to be seen again. The passing of time takes on a new meaning as you are put back on hold countless times in order that they can 'access your account'. Seasons change, yet the only constant is the hold music and 'comfort messages' reminding me how important I am as a customer. I now wake up screaming during the night to disembodied voices telling me I am in a priority queue.......
Then back to explaining the same problem to a new agent who assures me they will help, only to be back into the hold loop with no resolution in sight.
I'm not sure exactly which circle of hell Vodafone support is, but you will be older and wiser by the time you sign up with a different provider.
Review by Bakpack Børsjø2 months ago
SECOND REVIEW FOR SHOCKING VODAFONE.
MY FIRST REVIEW WAS REGARDING BEING TOLD TO P! SS OFF BY A MANAGER AND BEING MEESED ABOUT WITH A PROMOTION WITH MY CONTRACT.
NOW MY SECOND - So I have never not paid
My bill and follow what's going in and out my account.
I was surprised to see that my bill had been paid but no monies had been taken. So I waited a few days and still no money taken. I then called Vodafone to find out why my bill has been paid but no money taken
I was assured that my bill had been paid, I argued this was not the case. I was then sent a message with a reference number to show payment had been made.
And today I have now been cut off for not paying my bill which is just shocking. Obviously I have now made payment. But again the incompetent staff at Vodafone just cause my stress on my life and again this company has not one member of trained staff who knows anything about anything. Once my contract has finished I will never go back to Vodafone and am planning to hit social media hard about the treatment I've had from this company.
Oh Vodafone please stop sending me messages about my last complaint saying you will call and you never ever do... Completely disgusting
Review by Sket2 months ago
Terrible service! The internet doesn’t works properly, not fast as promised. The internet down in June, 5 days I could not get access to the internet, then again internet down in August 6 days! They do anything to keep the system in perfect condition, they only know how to charge from the clients. They have promised to send me a SIM with 50GB data use the internet till it is resolve. But the SIM did not come (ref:187564972455825012, date 2019-08-18 12:33:44). Also, they did not respond on the complaint Ref: 1719840. Terrible customer service, they only promised but never call back to try to explain whats happened, what they do to fix it. I have decided to cancel the agreement. Do not us the Vodafone, it’s a really rubbish!