Vodafone: A Tragi-Comedy

33 Comments

  1. Tom Williams
    Tom Williams February 17, 2016 at 8:54 am .

    Ofcom.

    Solicitor.

    Not necessarily in that order.

    They get away with it because they can. Sue them.

  2. Beth Pedersen
    Beth Pedersen February 17, 2016 at 11:24 am .

    I love your blog and totally understand your feelings! I’m in a similar saga – my network had a ‘glitch’ 12 days ago – no network, calls, texts, no sympathy from VF either. I have had consistently different messages, dates for repairs and out and out lies! I wrote to the CEO and I think it got forwarded to customer complaints who a) called me Mr (I’m Beth!), said I hadn’t left my number (I had) and therefore couldn’t call me (kind of the point but nothing to do with them not having my number!) – numerous other issues!!! My blog would be longer if I went through them all. I finally had a shift with some network resuming today – I was told to get a new sim; I happen to be working from home so ran to my nearest store (as found online); it’s shut for refurbishment (not mentioned online); so I continue in my silent world with assurances I will get a new sim in the post tomorrow (I don’t believe them – I too have been promised numerous call backs – not one fulfilled!).

    I did ask to leave but I’ll be breaking my contract apparently (and they’re not theirs) so would be charged £947.

    I truly despise Vodafone and when my phone is sorted think I might run into loads of stores herding people out so they never feel our pain!!

    Thanks for sharing!!

  3. Fiona McCormick
    Fiona McCormick February 17, 2016 at 1:51 pm .

    OMG Louise that is horrific!! Will avoid Vodaphone at all costs!!

  4. Lindsay
    Lindsay February 17, 2016 at 3:53 pm .

    Vodafone customer service is absolutely disgusting. I’ve read interviews with the CEO saying he’s committed to making it the best in the world and I just cannot even fathom his ineptitude. The worst is just when they say they’ll help and pass you onto someone, who then has no bloody clue what you’re on about. It’s insufferable.

    I also catalogued my f***ing nightmare with Vodafone in the blog below over the past few months, if you fancy knowing that someone else also knows what an absolute, lying, waste of space joke they are.

    I sincerely hope you get it all sorted! Or complain to Ofcom, I’m still considering it.

  5. H
    H February 17, 2016 at 4:53 pm .

    I had this with Orange, month after month of foolishness. I left them the second I could and went sim only, Now I buy a Sim free phone and go on a rolling contract with 3, if they mess things up, it’ll be only one month till I can jump ship and transfer my number and I pay only £8 a month.
    Cannot believe I didn’t do it sooner. Contracts suck, good luck with it!

  6. Samantha wright
    Samantha wright February 17, 2016 at 5:29 pm .

    We had the same thing with BT and you get so frustrated you do actually cry and it’s the knowing that no one is going to take accountability. X

  7. Alice
    Alice February 17, 2016 at 8:21 pm .

    i had a very similar experience. Reading this was like I was living it all over again. My torture music was a John Newman song, which now puts me in a trance like state and can lead me to attempt to destroy Vodafone from the inside out. Needless to say, I avoid the song for fear of what I may do

  8. Ed Clark
    Ed Clark February 18, 2016 at 10:28 am .

    It would be even funnier if it wasn’t so true. I’ve had the same ‘customer service ‘ for the last 12 months!!

  9. Steve
    Steve February 18, 2016 at 5:48 pm .

    Not Catherine Tate. Little Britain. But I think you’re excused.

    I once got out of a contract by saying that I couldn’t say *why* I had to get out of it due to the Official Secrets Act preventing me, and that I’d probably said too much already. Another favourite is invoking non-disclosure agreements that you’ve signed – you can write the agreement yourself with yourself, sign it and then you’re absolutely not lying. (I can’t say whether I’m lying about the other one for national security.)

  10. Lindsay Hill
    Lindsay Hill February 18, 2016 at 7:28 pm .

    I am experiencing the same shocking level of customer service at the moment. Every person I’ve spoken to has basically lied to me, on the phone and in emails. Since moving to them, I had 2 weeks of normal service, and then I can’t make phone calls or send/receive text messages. No one will take ownership, it’s disgusting,!

  11. Corina Naish
    Corina Naish February 18, 2016 at 9:42 pm .

    Absolutely spot on!! Although a slightly different issue after an upgrade in September 2015, my Vodafone saga is still going on…. I have spent hours on hold, no one has ever called me back when they said they would, I was being charged twice for my price plan, Vodafone deactivated my DD etc etc etc! And at one point my one account, on one handset and one phone number had been split in three… All because of some migration to a different platform, whatever that means.! I am still waiting for a resolution! Someone is supposedly calling me back on Monday 22nd February! Can’t wait 😂😁

  12. Kerry
    Kerry February 19, 2016 at 7:43 am .

    I feel your pain, they made a bill of £113.16 up that I didn’t owe, despite too many calls to count where they admitted they didn’t know where the bill came from I was still having debt collectors hound me. It also affected my otherwise impeccable credit history. Having semi-forgotten about how ridiculous they were we phones about Now T.V. A vodaphone salesman sold us broadband and Now T.V (my husband asked him multiple times and confirmed multiple times in a 90min phonecall what was included). Turns out there is no such thing as that bundle and there’s no record of it. The salesman is a scam artist and a criminal who makes up fake deals to get sales and guess what, there’s not really anything they can do. Beyond shocking!!!

  13. David
    David February 19, 2016 at 11:44 am .

    Please, for your sanity and our satisfaction, contact consumer affairs programmes eg BBC Radio 4’s You and Yours and publicly shame the company still further. Good luck.

  14. Sam Edwards
    Sam Edwards February 19, 2016 at 11:52 am .

    I took them to the ombudsman who were shocked that Vodafone hadn’t dealt with this as it was ‘blatantly obvious’ it was their error. The ombudsman ruled in my favour and over 6 months later they still haven’t fully complied and the ombudsman is nearly as useless!! And completely impotent in terms of enforcing their ruling! So, what I’m saying is…don’t hold your breath, but best of British!

  15. BigTwitterUser
    BigTwitterUser February 20, 2016 at 1:11 am .

    Wow. But yes. I’ve just got off hours of the same. Been a customer for years (will be leaving as soon as this contract ends). Each time travel, get texts asking me to pay daily roaming charge. Can reply text yes, get a reply saying charging me, then it doesn’t work. There was a number to call, which-miraculously given the rest of the roaming isn’t working I could call (wait for why) I called but repeatedly could not reach a human being to report this blatant BREACH OF contract/THE LAW to. Finally started to get action only by Tweeting, to which they did not reply to for at least 5 hours. There was a link for a chat-but didn’t work from phone of course. When finally back online at laptop I followed it. Appalling service for almost 2 hours, including first chat service being cut off. Operators SAY they can’t see your bill to remediate charging me for service they are not delivering. Turns out they put a Block on billing me-yet texted offering me a service, said it was delivered when not, and didn’t tell me about the block. WHY and HOW ON earth would I know there was a block on it? Totally unethical and enormous distress as travelling and couldn’t tell anyone I was safe. When still not working after 2 hours say needs Tech supporting, but they only work UK office hours, and I’m roaming INTERNATIONAL. ABsolUTEly PATHETIC. CHANGING PROVIDER….

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