Lack of Customer Care At Vodafone

Lack of Customer Care At Vodafone

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hotpowner

Original Poster:

154 posts

169 months

Saturday 24th January 2015
quotequote all
Cut a very long story short
Lived in my house for 15 years, never had a problem with mobile reception until 18 months ago.
now calls keep dropping out.
so vodafone give me a Sure signal device
10% of calls go through,
recently its got worse,
so vodafone give me another sure signal, 3 months of calling them 3 times a week, they tell me because there is a 3G coverage the phones locks on to the 3G rather than sure signal

no one from vodafones ever calls you back as promised,
if you ring to complain they just put you through to a technical dept.

some of the lies i ve been told are


we'll upgrade you to 4G because the sure signal will detect the phone easier.
turn off 4G, the sure signal only works on 3G, so why did you upgrade me to 4G?
Your sure signal box will come with a new sim card to go in to it - for the the sure signal not the phone.
The sure signal only works on a 3G frequency
turn off 3G on your iPhone, so the sure signal will recognise it , you can't actually do that on a iPhone, oh yes you can , go google iti reply. . you can't!!

So calls continue to drop out mid sentence,
2 phones in contract and they won't release me from.
what can i do


Edited by hotpowner on Saturday 24th January 11:32

kazste

5,663 posts

197 months

Saturday 24th January 2015
quotequote all
I got out of my contract with orange as it was an upgrade over the phone, I disputed the length of the contract not that the dispute is relevant.

I found that they had nothing I had signed agreeing to the contract and they failed to provide the voice recording of me agreeing to the contract. This meant there was no proof of contract so I advised them I would cancel all payments and turn off the phone, they were also sent an email stating these facts and a date to meet to provide the contract which they did not and I heard nothing from them.

This may be a suitable out for you if done over the phone?

mildmannered

1,231 posts

152 months

Saturday 24th January 2015
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You've got to be very careful locking horns with phone companies though as they are very quick to put a smudge against your credit file - even if you have done nothing wrong. I've had this pleasant experience a couple of times.

Pickled Piper

6,334 posts

234 months

Monday 26th January 2015
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Recently changed from Vodafone to Tesco Mobile for similar reasons.

Much better coverage where I am and so far excellent customer service. Online and in store.

The only downside is that I found that Tesco mobile does not offer call forwarding.
pp
















Driver101

14,376 posts

120 months

Monday 26th January 2015
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I left Vodafone for similar reasons. I was on Orange for a few years and never had an issue that needed help.

Moved over to EE and they also are rubbish at customer care.

dave_s13

13,813 posts

268 months

Monday 26th January 2015
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My sure signal works great and has done for 4+years.. Just saying.

Probably a silly question but you sure it's set up correctly and has your numbers registered to it?

R2T2

4,076 posts

121 months

Tuesday 27th January 2015
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Had a similar thing with 3, except I got phone signal, but the signal I got meant calls/text/3g internet wouldn't work, I logged multiple calls with 3, with their support team. 2 weeks of too-ing and fro-ing they got back to me informing me that "they couldn't do anything and to live with it" (exactly their words) so I spoke to a manager (I think) informing her that they are not fulfilling their end of the contract meaning I can legally request my contract void and they begrudgingly terminated my contracts with them, I only had to pay for the phone, which was fine.

If I were you OP, I would log a formal complaint with them, speak to their tech team and inform them on the phone that you will be seeking contract termination if they cannot resolve your problem. Be polite, firm, and don't play dumb. Inform them that you have the sure signal box, tried it for X amount of time and tell them it hasn't made any difference, what else do they suggest. If you do have a spare phone, try the simcard in that to check to see if it makes any difference, and be willing to try swapping sim (but not number) as it may be the sim at fault.

Hope this helps

andy-xr

13,204 posts

203 months

Tuesday 27th January 2015
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Similar problems with Vodafone. I was a one net customer, I think that meant you were like a business customer, but as a person. Anyway, the onenet system never really worked, neither did the website. That meant I couldnt drag out a bill to expense, unless I called Vodafone, they emailed me a pdf, then I called them up for the password. If I got the same person it kind of worked well, but it tended to be that I got through to someone else, I was asking for a password, they were asking for a password, it all went circular.

They were still able to direct debit out the amount each month, just not really able to tell me how much my bill was, who I'd called or a lot else. Most of the time it sounded like I'd been put through to Warrington judging by the accents, and I got the feeling that this was kind of the Sin Bin for customers, people who were probably not going to fall for the scripted mess that the other centres gave out, but not good enough to get through to the more senior guys. It was all a bit of a mess, and for what I was getting in data connection and call plan, wasnt realy worth all the hassle. We agreed to call it musical differences and went our separate ways 12 months into an 18 month contract.

DUMBO100

1,878 posts

183 months

Tuesday 27th January 2015
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I tried to cancel a contract with Voda due to poor coverage and sent my phone back to them and heard nothing untill 6 years later some debt collection company called saying I owed £1000 and I had to make a payment plan to them. I refused but I agreed to go to court and then heard nothing from either of them again. Not a good experience

toon10

6,140 posts

156 months

Tuesday 27th January 2015
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I'm with EE and I get better service if I tweet a complaint and hashtag them than I do by phoning or using their site. I had to do this in the summer when I had issues in the States.

8bit

4,845 posts

154 months

Tuesday 27th January 2015
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Similarly miffed at Vodafone. Always had great coverage here in Aberdeen but lately it's been patchy (still on 3/3.5G). At the weekend there I had a call from a woman asking if I worked for Vodafone. I said no and she explained that she had a document pertaining to her phone she had in for repair at Vodafone and it had a contact number which turned out to be my own mobile number. I was careful not to give her any details just in case and immediately called Vodafone to ask why my mobile number had been given out to a customer as a Vodafone contact.

The woman I (eventually) got to speak to at Vodafone dismissed the possibility that anyone could have given out my number, even in error and said it was a scam. She was unable or didn't know how to check the previous number I received a call from and didn't want me to give it to her. I asked to be put through to the fraud department to see if they could look into it, she wasn't prepared to do that either. She simply looked on my account and said "nobody has tried to access it so there's no problem". I ended up hanging up.

I got a text asking for me to rate my experience, no prizes for guessing my responses. I'm just going to wait out my contract and switch I think, open to suggestions for a network with better coverage and performance and better customer service than Vodafone. I've been with VF for 15 years too, never had cause for complaint until now.

andy-xr

13,204 posts

203 months

Tuesday 27th January 2015
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8bit said:
open to suggestions for a network with better coverage and performance and better customer service than Vodafone. I've been with VF for 15 years too, never had cause for complaint until now.
I'm with Virgin at the moment, which has been great for unlimited everything @ £15/month. Where it's fallen down for me is that EE wont give them 4G on personal contracts for a long while yet, so as an EE MVNO they're kind of stuffed. I'd like 4G for the times where I'm out heading to meetings, sitting on the west coast main line with nowt to do, figuring out where I need to go and I've got bufferface going on. Virgins 3G, I've tested it from Euston to Hendon, I couldnt get over 2Mb though it was more or less symmetrical.

A funny one from Virgin, not in the same league as Vodafone, but when I called up Cancellations the guy asked why I was leaving, I explained that there was no 4G ability with them, he said he'd put me through to Technical for a home booster. Nice as the offer was, I have fast wifi at home where I'd put a booster, it's when I'm not on that I want good internet!

I'm moving to GiffGaff, they've got a bit of a shoddy rep for downtime over the past couple of years, but I'm not really that bothered if people cant call me, they can always email me and I'll have either wifi or a mifi if I know the network is down. For the price of what I think I need it looks much the same, and I should have better data speeds and looking at it, slightly better connectivity overall