“The worst customer service ever! I took an Apple watch with a one number. I received two contracts, one for the device plan for 24 months and another monthly rolling contract for the one number. I noticed that I didn't need the one number and called Vodafone to cancel, I called at least 10 times and my one number is still not cancelled. I was promised by agents to have the issue resolved and the contract cancelled and to get a call confirming the cancellation, I never got these calls and nothing has been cancelled. I got hung up several times. I have been transferred from agent to agent and they are all useless. I will be taking legal action. Vodafone if you are reading my feedback my Vodafone account number is 7074504891.”
“Horrible experience with vodafone in general - not this customer service representative. I would NEVER recommend vodafone to anyone ever. This company has terrible communication of guidelines to customers. HATE is the best word to describe my feelings towards this company. LET PEOPLE LEAVE WHEN THEY WANT TO!!!!!”
“Absolute disgrace the way my 86 year old mother in law is being treated. She has been waiting for a refund of £129 for a phone she bought on 29/8/23 that has never been delivered.
In spite of being promised a refund by going into the shop and after complaining via your web site and being told by an advisor she would get a full refund within 3-5 days, on 5/11/23 still no refund, it's now 17/11/23.
So today we spent a total of 2 and a half hours talking to various people, being cut off twice, then on line chat with no solution.
We are going to take legal action, and you are about to loose 3 long term customers as a result. Utter disgrace. You really need to look at your so called customer service”
“PLEASE BE AWARE - THIS IS A FRAUDULENT COMPANY WITH UNETHICAL BUSINESS PRACTICES adopting fraudulent practices as part of their scam business.
They purposefully take advantage of the weak, the poor, the misinformed in society. I myself am a 30-year old female working professional with a post-graduate degree and even I fell for their scam. We all live busy lives and some of us are not as technical and they know it and take advantage of it by being purposefully misleading so they can charge you more and trick you into doing things (or not doing) which directly puts their customers at their disadvantage. I.e. the opposite of customer service.
I was on a pay monthly broadband contract and I moved away from my flat on 2nd November 2023, I knew that I was going to move away a month prior so I wanted to set everything straight and reached out to them (both via chat and phone call) so they could already end my contract on the 2nd. Instead, I received the information that they cannot cancel it so far in advance but since I am on pay monthly contract I can cancel it anytime (even on the 1st or 2nd of November for it to end immediately). I was happy with this information as it means I could reach out to them last minute to have my plan cancelled (even on my move out date). However, thinking about it, it just soundedn "to good to be true" so I made sure that I reached out to them again (via phone and chat) and I had them explicitly repeat this very sentence to me. I felt reassured and came back not on the same day but one week before I was going to move out (around 26th October 2023) and lo and behold, of course what they were telling me was a blatant lie and the earliest I could have my services ended was a month from now (so 26nd November instead of the 2nd). So here I am, having to pay for another extra month. I got very angry and have requested from their chat transcripts so I can prove to them that they were straight up lying to me just so I would pay more than I actually have to knowing full well my situation.
I have yet to receive my chat and telephone transcripts (it says this can take 6 months) and even if I receive them I have to go physically to a Vodafone store and have it reviewed then and there. Who has time for this? No one. If we are taking about thousands or tens of thousands of pounds of course I would do everything and waste more time and hours on this case. But since it is less than 100 pounds, I am thinking to let it go just because it is not worth my time and I am sure there are many people like me in this exact situation. They know they have been scammed but since it is not a fortune, they decide to let it go (I have a full-time job so I just don't have the time to pursue it more) and this is EXACTLY how vodafone gets away time and time again with their SCAM taking advantage of single women !!!”
“Took a contract out for minimum 7MBs download and have suffered appalling speeds for the last year, Vodafone verified a top speed of 3MBs, attempt to cancel and being asked for £100.00 early termination although I am only cancelling as they cannot keep their promise, they send you round and round in circles loads of apologies but no action, waited in all morning today for an engineer to call only to get a text message saying all was fixed, will never ever use this company again the customer service is worse than the connection speed, I will be cancelling all my contracts and urging my family and friends to do the same”
“I would like you to recognise the two engineers from Cityfibre who came to install my broadband today in Bradford, they were professional friendly helpful and efficient. They made my switch from Plusnet seamless. Thank you.”
“Good broadband service but terrible sales team and useless chat service! When I tried to contact them in regards to cancelling I had an exceptionally rude person speaking to me like an idiot. I have never been spoken to by customer services like that before. I have worked in customer service and if I had spoken to a customer that way I would have been fired. Confusing information given and very patronising I won’t bother with them again”
“To the young lady in Vodafone intu Derby branch. Thank you so much for sorting my phone out yesterday, you were very kind and it meant a great deal to me. Thank you.”
“I signed up to full fibre with Vodafone - a service they said they could deliver. They took over our old internet and then said we had to wait 2 months to be connected again, leaving us with no internet or phone line. After 6 hours of phone calls and online chats, their only solution was to suggest I buy a dongle for internet - at my expense. We were passed from person to person, some of whom didn’t know why I had been passed to them, and nobody had a solution. Mid-call, our account was inexplicably cancelled. We made a complaint but the complaints department closed our complaint, having done nothing, without me agreeing that it had been resolved. My advice would be to stay away from Vodafone. We have just accepted we will have to pay a reconnection fee and go back to our old broadband provider. Appalling service from everybody we spoke to.”
“Just don't bother with this lot. As many other customers have said on this site,their customer service serves only to drive you insane. I am normally a very polite, calm professional person who ended up swearing my head off at Vodafone's staff have an amazing inability to do anything other than read off a script and tell you that they can't progress your call without all security details. Yet you can email them but not much point as they don't seem to understand the written word either. I only wanted to end the mobile phone contract, after almost 9 years of increases and no better service. I was totally ignored when I repeatedly demanded to speak to a manager so have written an old fashioned letter in addition to the several emails telling them that as far as I'm concerned they've been well notified and the phone contract is finished. Why oh why don't OFCOM shut this shower of incompetents down is beyond me. AVOID at all cost if you want to keep your sanity!!”
“Avoid Vodafone at all costs.
I have been a loyal customer for over 15 years, happy on Payg. Decided to get a new phone and chose to go onto a contract,.
Had issues with the phone, went back with it several times but no resolution. On my last visit the manager was completely uninterested in my issues. I dedided then to cancel the contract. Was put on a cheap monthly contract so I could keep the number until I could get my Payg re instated.
Trying to get back to payg was nothing but hassle. Spent 2 hours on phone chat with 4 different people. Then spent another hour later that day with 2 other people. The next day still no call signal and only able to make emergency calls. Spoke to 3 more people, another hour wasted and as yet still not resolved. I will be going now with another provider for sure.
Please, anyone new to mobiles, do not go with Vodafone.”
“With an overall customers satisfaction score of just 77%, and just 41% customer complaints resolved, Ofcom has ranked Vodafone as the worst broadband provider in 2023.
https://usave.co.uk/broadband/providers/best-and-worst-broadband-providers/
My experience concurs - I've been a mobile customer for over 10 years, and broadband customer for over 4 years , had 3 rubbish routers and intermittant internet connection dropouts and slowdowns throughout.
The straw that broke the camels back is the pending 14.4% price increase and completely broken broadband upgrade offers. The upgrade promised in the email sent to me when I started the upgrade process from their website for ProII Full Fibre 100 for £28/m with UltraHub wasn't actually available so I couldn't actually take out the deal they offered! It would have been available for £43/m without the Ultrahub and thus wouldn't actually support the required features.
The routers have extremely unreliable wifi s/w issues requiring frequent restarts of the wifi to get Sonos systems and my LG TV connecting robustly, and the wired connections are also unreliable.
Customer support is 0/10. Vodafone provide a completely usless "AI assistance" TOBi which just doesn't work. The entire support system was down on 3 occasions which I tried to use it this week, and Vodafone's own staff also had problems due to its unreliabilities.
The support phone staff couldn't sort this issue so escalated it to another department which refered me back to the original support staff who couldn't resolve the issue! I asked for the complaints department but after 10 minutes they couldn't transfer me so I thanked them and explained I'd email instead. They then called me back again trying to reverse transfer me back to the original team so clearly they hadn't understood a thing.
I gathered evidence of the email offer and upgrade website issues as PDFs and during the tedious support calls I found 3 email addresses for support/compliants via google (Vodafone don't actually publish any ....)
Emailing them resulted in no response from two of the address, the 3rd got a response which led to 1.5 hours of calls only to discover Vodafone can't comprehend what offers are actually available, offered me Pro II Full Fibre 1 rather than the promised Pro II Full Fibre 100, and despite this the website T&Cs still specified the wrong router which wouldn't support the Pro II features of 4G backup and WiFi6. so the descriptions are wrong and contradictory in terms of pricing and the equipment supplied.
One support person was very helpful and offered to try to provide resolve things to an upgrade which is actually available and fulfills what they offer email specified, but before they returned from holiday a "muppet" took over the compliant, and didn't read the information I'd provided or understand what had been discussed and closed my upgrade process/complaint saying I'd refused their offer which is blatantly untrue. Now they won't reopen it, and anway I'm so fed up and disgusted with the "service" provided I've decided to take my business elsewhere.
The £3 discount for having a mobile contract and broadband contract is also useless - I can get a SIM card with 2x the data allowance for 1/2 (or even 1/3) of the price with the other major suppliers which also offer better coverage.
I'd strongly recommend avoiding Vodafone - other suppliers have coherent offers which can actually be taken out, offer higher DL/UL rates and equipment which actually works reliably, and they also have customer support which actually works.”
“Stay clear from this company, it's all about how much money they can get out you, awful service generally, they have no clue what they are doing and management rude and unprofessional.”
“Very poor customer relations 🤔
Tried to bring my old phone account back to Vodafone, also to upgrade to the new iPhone 14, only to be informed I failed their credit application 🤔
After several weeks and multiple phone conversations to serval departments still no joy, after be told everything thing had been sorted. But alas Vodafone still refuse to have me back???
It’s very strange as I have had and still have another Mobil phone contract with Vodafone and have had it for many a year???? plus my credit score is in the top 8%.
So why Vodafone can’t honour my wishes no one can answer that question”
“I would like to thank Alex in your Tunbridge Wells branch. He has been very helpful, friendly and efficient. I have visited the branch a couple of times now and each time he has gone above and beyond to help me. He also picked up that I have left another broadband company and he got me a great deal. Any questions were answered in a language I understood (No gobledegook) and fantastic customer service! I hope he will be acknowledged as this service I received made me walk away feeling I was looked after and appreciated. Thanks Alex”
