“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”
“You failed to get my account closed and continued to charge me for a service that I didn’t use! I am reserving my right in law to cancel within the 14 days cooling off period . I have taken you on once before and I won my case with ofcom. I’m hoping you are able to see what has happened and to expedite this as soon as possible. My contact number is 07368393152 after 11.00 (am) any day. Regards Susan jane Burney”
“You failed to get my account closed and continued to charge me for a service that I didn’t use! I am reserving my right in law to cancel within the 14 days cooling off period . I have taken you on once before and I won my case with ofcom. I’m hoping you are able to see what has happened and to expedite this as soon as possible. My contact number is 07368393152 after 11.00 (am) any day. Regards Susan jane Burney”
“The broadband service is a nightmare. I have tried to cancel and am unable to do so. Paying for a service that is non existent. It is near impossible to contact them. WHAT customer service. They just keep charging me every month without remorse. Bullies”
“Don’t upgrade with Vodafone . Wanted to upgrade to iPhone 13 pro been a customer for 25yrs , got quoted 3 different plan proposals within 17hrs after speaking to 3 agents on the phone £41.50 £61.50 & £64.50 after I complained. They told me it’s the luck of the draw who & when you call and what price you get for the same device & plan , ridiculous surely this is against Ofcom conditions . Going to Ofcom now as callback from manager never happened .”
“Myself and my partner have been dealing with very kind, friend gentleman over the last month with changing my phone. His name is Fran, he works in the Guildford branch and he has been nothing but helpful, patient and polite! Fran was helpful from the first visit right until our last visit today. Every question answered to the full, very friendly with our little one and we are super happy. Although we have a vodaphone right on our doorstep, Guildford branch will always be our go to from now.
Thank you Fran for your help!
We are both over the moon with our phone.”
“Just changed my broadband to Vodaphone,,oh dear,,big mistake,,and in a 2yr contract, service advisors cannot do anything but follow a computerised script, asked to speak to managers, no response, left hanging on,,selection criteria for advisors must be entertaining”
“Where to even start! One star seems way too generous.
I've been with Vodafone for way too long (14 years) in all that time, not a single issue has ever been fixed or any agreed refund received.
Customer service is abysmal. On the rare occasions you can get through, you will be passed around with endless time on hold and it's is pointless as no matter what gets agreed, nothing will actually be done to fix your issue and next time you call, there is no record of anything. (apparently their stuff are trained to calm customers down and make them happy in the moment by promising solutions just to give them higher ratings on their stupid follow up questionnaires but not to actually fix anything)
Just some of the issues I've been dealing with over the years: wanted to leave but was talked into renewing my contract (over the phone) with the offer of a special package that would let me use my minutes overseas (I travel a lot) came back from my first trip to a £200 phone bill. When I called up, no one knew anything about any deal about using minutes abroad. After endless hours on the phone, I was promised a refund. Never received it. Called back. No record of the conversation or the agreed refund. Argued the whole case again. Again was promised a refund. Never received it. That went on for years until I gave up.
2.) as I had joined so long ago, I had forgotten my password and username to access my account. To reset it you need to remember a second set of password and pin (all given upon signing up and a lost together) its been 6 year trying to get this sorted to no avail. Pretty sure that's in breach of Data protection.
3.) had finished paying off my iPhone but kept getting charged for it for 15 more months (could not change it online myself due to the above issue) getting through on the phone or having hours to deal with it in store wasn't really feasible with work.
Didn't want to renew again but unfortunately my phone crashed suddenly and had to get a new one on the spot. So went with them as that was the only quick way.
Told the sales person about my issues, she was incredibly helpful (seemingly) was told it would all be sorted and I was assured I would be moved to sim only once this phone was paid off.
4.) paid off my current phone 12 months ago(never received a refund for the last or new log in details for my account) and still getting charged for it. I'm on a plan with 2GB data and minutes and texts included. I'm paying £74 a month for something that should cost £10.
With covid stores are closed and getting through on the phone is nearly impossible (and doesn't accomplish anything except waste your time) the virtual assistant Tobi is a useless joke.
Finally started the process to file an official complaint so I can take it to the ombudsman. Not even able to do that as I don't have access to the account. To varify my identity, they've asked me to submit all my details as well as two forms of ID (uploading of which does not work with what they have provided) and the pin number I told them I can not remember.
On top of all of this, I keep getting about 10 texts a day (at all hours including 1am and 5am) for weeks now to try and get me to install an upgrade I neither want or need. No way to stop the messages. Had to switch my phone to do not disturb just to not have them drive me insane.
For the love of god and your sanity, do not go near them!!!!”
“Shame on you Vodafone....
My Father passed away recently and i called Vodafone to cancel his plan but explained that i wanted to keep the number for my elderly mum and go on to a pre paid.
I was told to go to the nearest store and they could do it on the spot. Went into the store explained what had happened they said i needed to produce a copy of the Death Certificate along with other ID which i did. All paperwork was uploaded to my dads file & then i was told that i would have to ring up and cancel it over the phone. Rang Vodafone explained again that i wanted to cancel the contract that my father was on and keep the same number on a Vodafone pre paid. Thay said the hand set still had money owing and we would have to pay it out or send it back. ???? Surely if the peraon who the plan was under was deceased all monies owing become null & void so i asked if they could make an exception as they would only throwing the handset out so they told me. Vodafone told me no and said that they would cancel the plan and block the phone which they did within 4 minutes leavimg my elderly mum with no phone or contact.No compassion in hard times. Absolutely disgusted with your so called customer service Vodafone will never deal with you again.”
“Tonight I was on customer contact centre chat, managed out of India for an hour, after 15 mins agent 1 passed me to agent 2. Agent 2 asked me question after question about cancelling including numerous security questions! Agent 2 then said after 45 minutes oh sorry I have just been informed cancellations are closed until 8am can you callback Sir.....
Then when I complained he offered me £5 how to make it much worse.”
“Vodafone is a nightmare to deal with! DO NOT USE THIS COMPANY! Unorganised, incompetent, lack of empathy those are the only words to describe this company.
I was eligible for an upgrade, called vodafone was talked into getting the iphone 11. Called up 5 mins later to cancel, this took 5 days to get sorted! 17 calls later and 6 promises to be called back I was finally able to order the iphone 11 pro. Was told on the phone that with a nearly new phone the only thing that would be missing was the headphones due to hygienic reasons, which I agreed to. Phone came with a nasty hair on it (hoping that it was a hair from someone's head) fingerprints everywhere, no original box and not protected in the box. I could hear the phone moving around even before opening the box. Not even a charger delivered with the phone! Called up to try and return the phone was told that I have to take time off work (shop closes before I finish work) to go to the vodafone shop where I could then return the phone. Asked for a new phone was quoted 30 pounds more than last night!!! I am so done with vodafone. Honestly the worst company I have ever dealt with and customer service should be renamed to stress service!”
“Worst service and general company I've ever had to deal with
Incredible incompetent people and I can not even get anybody on the phone since the idiotic machine hangs up EVERY TIME I call without even a chance to talk to a human being
Please stop using companies like this peace of sh.. so we can make a point and the have to ether close or care at least a bit for their customers
Power of many can do great things”
“Last month, I got a MIFI device to cover my internet needs because Vodafone's broadband router wasn't working properly when it arrived. I returned the MIFI device once the router was working again and got refunded for the device itself.
It turns out the staff member who processed the refund did not update his notes and so my MIFI account wasn't actually cancelled. I just discovered that Vodafone has been charging me £25 per month for a service I no longer use.
I contacted customer service using the online chat system who told me that the in-store staff member had not updated his notes and that I had to go to the store to get them to update their notes. I was EXPLICITLY told that I would be refunded for the £50 I was wrongly charged if I went to the store.
Guess what? I went back to the same store and the guy who served me was the same guy who had processed the refund of the MIFI device. He insisted he had done the refund correctly (clearly a lie) and told me that in order to get refunded for the data service, I had to contact customer service (with whom I had just spoken).
I experienced a similar level of service when purchasing my new broadband router, and I only picked Vodafone because I was already a mobile phone customer at the time (I have since ditched them for another network). In that case, I was told by a customer support technician that I would NOT need a new router delivered, but then a senior technician directly contradicted that and told me I WOULD need a new router.
Do Vodafone's own staff have any idea what they're doing or who is responsible for what? The in-store staff member was just plain incompetent and clearly trying to cover for himself, but this implies mind-boggling dysfunction within the company itself. Bouncing customers back and forth between departments to process a simple refund is unacceptable.
I'm no longer convinced that Vodafone's staff are any more technically competent than the people who ring them up for help.”
