Vodafone Reviews

Name: Vodafone
Address: -, - United Kingdom, Newbury
Rating: 1.21

1.2 Rating 2,007 Reviews

5 %

of reviewers recommend Vodafone

1.2

Based on 2,007 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 26%
Accurate And Undamaged Orders	Greater than 76%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About Vodafone:

Communications products, services and solutions for your business. Get the technology and flexibility you need with Vodafone Business. Vodafone Business - phone contracts and mobile broadband for small business and sole traders.

Visit Website

Phone:

7836 191 191

Email:

info@vodafone.co.uk

Location:

-, - United Kingdom
Newbury

Write Your review

Tell us how Vodafone made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

"Trustpilot reviews\r\n\r\nReview of Vodafone UK\r\n\r\nVicky Ladizhinskaya\r\n11 reviews\r\nGB\r\nRated 1 out of 5 stars\r\nUpdated 10 minutes ago\r\nVodafone broadband nightmare\r\nAm more than three weeks into a nightmare with Vodafone routers restarting by themselves and cutting me off in the middle of important work meetings.\r\n\r\nI have serious health issues and have to work from home with Vodafone having caused incredible stress and worsening of my health due to their appalling technical service.\r\n\r\nVodafone broadband technical help desk support staff are super nice and follow up on calls but are following scripts like computers and are obviously trained to deflect from the actual faults with Vodafone equipment and have no technical training .\r\n\r\nInstead of getting advanced technical support to investigate why their routers restart by themselves on a regular basis they keep blaming the network, and my electric connections, which Openreach engineers, which Vodafone sent can show me clearly are working.\r\n\r\nI now had disrupted work and endless stress since before Christmas with no compensation, no alternative solutions provided by Vodafone and no resolution to the problem with their routers.\r\nWill continue to post updates.\r\n\r\n17\/01\/25 - Vodafone just admitted on a recorded call with me that they don't have engineer support for their service, and refuse to replace the faulty router the sent me. Appalling service. Will be looking for alternatives and will continue posting updates on my ongoing nightmare with them. Vodafone forum is full of complaints of their routers resetting themselves so demand routers being replaced until they get to you one what works.\r\n\r\n18\/01\/25 - router restarted at least half a dozen times yesterday losing internet connectivity and again several times this morning and it is only 07:00. This is a \"new\" router Vodafone provided earlier in the week. Obvious headway and software problem with their routers they refuse to admit"

Vodafone 1 star review on 18th January 2025

Vicky Ladizhinskaya

Vodafone 1 star review on 16th February 2024

Barbara Jackson

Vodafone 1 star review on 10th January 2023

George Priboi

Vodafone 1 star review on 27th December 2022

Kevin-Anthony O'Neill

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I have been trying to get a refund from Vodafone for the past month. Each time I call and wait over 25minutes till I speak to someone. This was a new contract which I got and two days later I decided I didn't want the phone. However Vodafone had already taken their first month's instalment for that contract. I had not even set up the phone or activated the SIM card. I sent back the phone well wishing my 14days. Everything was going well up until I had to get my refund. Every time I called there was one excuse after the other. Atone point they could not give me a full refund because they claimed only half the amount was credited to my account meaning that I had used the SIM card and hence was being charged for that which isn't true because I never opened the sim pack. They started the contract cancellation process which took 5 days. Then they proceeded the process of getting my full refund on my account which would take another 5 days. That happened then I called back to get the full refund transferred from the Vodafone account into my bank account which was meant to take up to 5 days. After 5 days I called back and had to restart the process because yet again only half the money was available for a refund and it would take another 72hours fro them to request the other half then I would receive a text from them and call them back to process my refund back into my bank. At this point I was losing my patience and asked to speak to the manager who didn't help much and just apologised and said I would have to wait the recommended 72hours. This was annoying because as a manager he should be able to do more. I am very certain I made the right decision by cancelling this contract because their customer service is horrendous, appalling. They do not put the customer first. They need to improved their refund policy because if it was me owing them money they would have sent the bailiffs to my door two weeks ago. Will never be a Vodafone customer.”

Helpful Report

Posted 9 years ago

“My review echo's that of many others -- in short anyone I spoke to at Vodafone were, at best, incompetent. There were a catalogue of errors which resulted in me losing my number, credit and a lot of time. I was offered very little as a way of an apology and my issue was never fully resolved. More specifically, my original two issues were with my PAYG phone which I bought online from vodafone.co.uk. The phone became faulty within 1 year and around the same time Vodafone deactivated my SIM card without warning meaning I lost my number and credit on the phone. I spoke to an online advisor who confirmed a new SIM card would be sent to me with my lost credit on. This never arrived. They also advised that I should go into a Vodafone store where they would repair my phone on the same day. After travelling to the store, I was advised they do not do in-store repairs nor would they be able to arrange a repair as I did not have a Vodafone number (even though they deactivated it!). I was told to again talk to an on-line advisor. Returning home I spoke to an online advisor who stated that they had made a note of my problem and that I could return to a store and get my phone replaced when I next visit the store. Travelling again to a store I went in, along with a written copy of my online transcripts, asking for my phone to be replaced as promised. I was told this was not possible (even though I had the transcript) but that they could send my phone away for repair (even though I was previously told this was not possible). Although this was arranged, they said they could not send it to a different address other than the actual store I was in (meaning I had to take time from work to collect it; I would have gone to a store closer to work if I had known this) and also said I was not eligible for a temporary phone. Once my phone was returned, I phoned customer services to complain about the process and again state about not receiving my replacement SIM and credit. I was told that it was not possible to get a replacement SIM card with my credit on, and that this was now lost. I asked to speak to someone more senior about this, given I had continually been given incorrect information. I was passed between approximately 8 advisors and continually asked to hold after each question. I was then kept on hold for over 45 minutes before simply being disconnected by the advisor. I wrote directly to the CEO about this issue, including copies of all my transcripts and summary of issues. Someone (not the CEO) responded with a letter asking for information that I had already included and asked me to call them. I wrote back (again to the CEO) to say I refused to call given the issues I had of being on hold/disconnected and I wished for a response via writing (again included the transcripts, etc). This letter was simply ignored. A further letter was sent (again to the CEO) with their response saying that they could not do anything as I was not a Vodafone customer. I've never dealt with a company where the staff are so misinformed, unapologetic and unable to resolve such simple issues. The amount of time that they caused me to waste on this matter meant I would have been better off simply throwing out my faulty phone and forgetting about my SIM and lost credit. I gave Vodafone every chance to resolve this issue, and all I can do now is let people know about my experience and hope they don't experience anything similar.”

Helpful Report

Posted 9 years ago

“I advise all complainants to do so again via the "resolver"site linked for moneysaving expert .com. After shocking customer service and no solution to my problem I complained via Resolver and I had a call back from Vodafone within 4 days, I am 90% sure the issue is resolved. And if you can get out do so. O2 answer the phone within 3 minutes :)”

Helpful Report

Posted 9 years ago

“Dreadful service. Gave me a recycled number which got lots of spam texts and calls for the previous owner. Said they would change it and gave me anew number which I passed to contacts. Nothing happened. They then cancelled that number. Took eight phone calls to sort it out. Two people promised me someone would call me to resolve it but didn't. Wasted loads of my time and hassle.”

Helpful Report

Posted 9 years ago

“If all goes well (ie you get a phone, pay your bills) then its good. If you need to contact Customer Service, Complain, try to pay on the website, then it's as bad as bad can be. I have sent recorded delivery letters of complaint to the CEO and after 7 weeks have not even received the courtesy of reply. EVERY phone call is a wait of AT LEAST 30 mins. There are no ways to email Vodafone. Payments on the website does not work. It took two months to re-connect my son's phone after it was cut off without warning when the account was in CREDIT. WebChat can sometimes work but often the website states "We do not have enough Customer Service Reps for Webchat" NOTE that OFCOM stats suggest that Vodafone has MORE complaints than any other Mobile provider. Be warned .”

Helpful Report

Posted 9 years ago

“Absolute rubbish valued customer , more like the network should be called VodaCon not Vodaphone , they rip you off compared to deals elsewear and also say an order is cancelled when its not ,,,,, AVOID THEM”

Helpful Report

Posted 9 years ago

“DO NOT use Vodafone. After 17 yrs with no probs I have had an ongoing issue since upgrading 2 me phone to my account. Call centres are useless and I am sure purposely disconnect when they get bored. Customer complaints, UK based are nicer but seems ineffectual . Will end contracts asap and would never sign with them again. Be warned!!”

Helpful Report

Posted 9 years ago

“'Don't worry' 'Please rest assured' These are all their customer services reps can say. I've been trying to cancel a contract for THREE weeks now- requested a cancellation on day 5. Still waiting for a returns bag. Now being threatened as I have apparently not paid a bill (despite having a direct debit set up). Unable to return a phone I bought online but collected in store in the same store. Spending an hour every day on hold for an advisor is just appalling. DO NOT JOIN VODAFONE”

Helpful Report

Posted 9 years ago

“I tried to port my number, that I have had for fifteen years, from my existing contract to a new Vodafone contract and new phone supplied by my employer. I initially went into their shop and a staff member inputted all the details into his laptop and assured me it would take a few days. When it didn't happen I went back into the shop and spoke to another member of staff who assured me that it was not possible to transfer a number from Vodafone contract to a different Vodaphone contract. She explained the number I wanted to keep had to be transferred to Pay as you go. That couldn't be done in store of course. She assured me that everyone should know that and the 191 staff could swap it over in a couple of days. I rang the 191 number and asked for it to be swapped to pay as you go. I was told this would take 30 days, so set the ball in motion. The next day my partner rang them to upgrade her phone to an IPhone 6s and order an IPhone 5s for her son, the staff said that having spoken to a manager my phone could be put onto pay as you go in a couple of days. When that didn't happen I rang 191 again, always busy never anyone available and regularly placed on hold. I spoke to many different people, the porting team, the pay as you go team and the cancellation team or would have if I hadn't been cut off. Clearly the problem was beyond the intelligence of 90% of Vodafones staff, many of whom were difficult to hear and for whom English was obviously not their first language. All that aside, every one of them to whom I explained the problem, stated that they would have to transfer me to another department and then placed me on hold. I spent over two hours on hold, was cut off and just simply gave up on another occasion. I spoke to call centre staff and supervisors all of whom clearly had no idea what they were doing or how to resolve my problem, but were determined not to admit as much, instead they transferred my call and no doubt breathed a sigh of relief. I then emailed the porting team with all the necessary details, they emailed back to say the number I wanted to keep was not active? Well Vodafone, this might be a radical approach but why not do whatever is necessary to make it active, transfer the number as requested and email me to tell me what you have done and when the problem will be resolved? I don't know how much Vodafone pay their call centre staff but most of them are grossly overpaid. Eventually I spoke to an Irish lad who explained that the number cannot be converted to pay as you go without waiting 30 days and my number had been deactivated! He would have to have it reactivated and then I would have to wait 30 days. This wasn't ideal but at least I could believe him and trusted him to get the simple task completed. My girlfriends phone didn't arrive as promised as it was out of stock, but no one rang to tell her, whats more it hadn't been ordered! In summary Vodafone have to seriously review their customer services, the majority of staff are hopeless, disinterested, dishonest and doing massive reputational damage to the company. My problem is still not resolved a month down the line, but at least I now have some hope that it will be.”

Helpful Report

Posted 9 years ago

“Very poor service, I cancelled my contract they sent me a pac code, 2 hours later I received a message saying thank you for staying with vodafone and listing all my new benefits. I spent 20 mins on hold trying to get in contact with them and again the next day a 50 minute call spent mostly on hold, finally I get it sorted out only to have the same happen the next day! Ridiculous. Additionally I have received an email from them saying thank you for sending in my handset and they will let me know if they can fix it. I never sent in any handset, my handset was bought privately and nothing to do with vodafone and its in perfect working order. They don't know their heads from their arses.”

Helpful Report

Posted 9 years ago

“I’ve never been treated so poorly by any big companies like I have with Vodafone. I damaged my phone 3 months ago, so I followed the correct procedure and called Vodafone to report this issue. After a few weeks I noticed it was really difficult for me to get to a local Vodafone store. What am I suppose to do? Call in sick at work? No! So I called in to speak to someone who advised me that they would do everything they can to send a blue label so that I can send my phone of repairs and that they will personally make sure everything goes through. Every day for 2 weeks I came home to see that there was no label been sent to my house? In frustration to this I called Vodafone to raise the fact someone’s made me a FALSE (PROMISE NUMBER 1) promise to me and got away with it. I then rang Vodafone to query this and they said they don’t know anything about it and that they will listen to telephone recording and get back to me after investigating this issue and let me know in 3-5 working days and tell me why I was made a false promise, the lady I spoke to was very nice and she said that she will personally look into this and get back to me 3-5 working days to let me know what the out come is (PROMISE NUMBER 2). I allowed 2-3 weeks more to pass by with out hearing anything from Vodafone. So I called again today, firstly the department I was put through to had problems with theirs systems and told me they are going to transfer me to another department, got through to the billing team who directed me to customer service who put me in touch with the insurance team and they said that it is a Vodafone issue and they cut the call on me, I’ve waited an hour and a half to be cut of by someone I shouldn’t have been transfer to. I then called again to speak to some (BACK TO SQUARE ONE). Eventually I got through to some one and I explained my issue to him and was really nice in a sense that he re-assured me that Vodafone is on my side and here to help and that I’m in safe hands. The out come of my situation was that I was advised to go to a local Vodafone store and get a replacement phone and that it was all arranged for me (PROMISE NUMBER 3). So I took time of work and managed to my local Vodafone store thinking my problem after 3 months and 3 false promises later will finally be resolved, instead I’ve gone to the store where they advise that they do not have the authority to give me a new phone and that I would need to call customer service my self. The fact that the store inside Westfield’s does not have signal I was advised that I will need to go outside a Vodafone store and contact Vodafone AGAIN to speak to someone on the phone who can help. At this point I’m 3 months into this problem, and I have 3 false promises, not to mention the inconvenience of being sent to a store who couldn’t help and this is all because of a lady I spoke to 3 months ago who couldn’t be bothered to do her job and send me a label. I’ve been palmed of, lied to and bullied into going to a store and for what? To be sent home without a resolution. I came home in frustration and decided I’m not going to let Vodafone bully me and ignore me so I called again 45 mins later I eventually got through and told the adviser that this is serious problem so he transferred to me to a manager who I spent a long time going though in detail what my problem was and he said that I would have to wait another week or so before I can get anywhere near a replacement phone and gave me no re-assurance, no mention of compensation for the loss of being to use my phone for 3 months all because a label wasn’t sent to me like it was promised INSTEAD I WAS LEFT ON HOLD AFTER BEING ON THE PHONE FOR 2 AND HALF HOURS AND THEN THE PHONE CUT!. I’ve lost 3 months worth of usage with this phone and cant get that back. Is this what you call customer service? Is this how a customer should be treated? Why could Vodafone not resolve my problem 3 months ago? Simple because they like over powering customers and bullying them in accepting the crap end of the deal that suits them. I will go as far as I can go to name and shame Vodafone for giving me such a hard time and still with no resolution. I pay every month for my line rental and I pay every month for insurance. HELP!”

Helpful Report

Posted 9 years ago

“After 2and half hours on the phone, passed round loads of different departments. Eventually told no one wanted to take the call. I was promised a I phone -delivery arranged and date agreed, now found out (myself) the phone is out of stock. Vodafone are very good at saying they are sorry but it really doesn't mean anything to them. DO NOT GO TO VODAFONE!!!! Wouldn't really give them even 1star”

Helpful Report

Posted 9 years ago

“I am absolutely disgusted with how long i have been on hold tonight. 2 hours later and still no getting through. Also awaiting a refund from them since August which still hasnt been resolved. I am fuming with the whole company and especially the poor service from the customer service's!!!!!!”

Helpful Report

Posted 9 years ago

“Currently on hold and have been for the last 47 minutes.... listening to the same cack over and over again, having been passed to 4 different departments. What should be a relatively easy query to sort out has now turned into a extremely difficult situation...in that I am about to COMBUST...! For the sake of my mental health well being...never again!!!”

Helpful Report

Posted 9 years ago

“Worst provider ever- my partner is being driven insane by this company. They take random amounts of money out each month- from £45 to £185 and back again. You ring for an answer and they waffle on about services you don't have and international companies you haven't called! They pass you around and around in circles repeating the same mantra and then when they can't give you an answer they put you on hold and cut you off!! We're now fighting to get over £200 back and no joy- on the way to the ombudsman. This is a company full of crooks who steal money right out of your account- I'd rather not have a mobile at all than use Vodafone!”

Helpful Report

Posted 9 years ago

“Am surprise a company is still allowed to operate under such horrible customer service. Vodaphone is even overcharging for calls now. I was charged £23.00 for a £3.00 call. Were is trading standards when you need them. I wish everyone would do what am about to do. Stop paying monthly payments so I can get my money back. Am owned over £70.00, two months now Cn't get my money back.”

Helpful Report

Posted 9 years ago

“Can never get through to them on the phone, always get pre recorded woman saying enter your phone number or asking you to press 1 or 2 for PAYG or contract, when you press 2 she says " sorry i didn't get that" 3 times n then cuts you off, this has to be the worst telephone service ever, so bloody frustrating!!!!”

Helpful Report

Posted 9 years ago

“having spent a good half an hour listening to the same 2 songs on loop when trying to enquire as to why i had been inexplicably over charged for my monthly bill, i decided to trapes down to my high street vf store. i tried to explain my problem with the bill and that the help line was a nightmare. The response i recieved was "dunno bout that mate,we cant really sort that kinda thing in the branch. ya better off goin back home and phoning 191 again.... i got home and spent a further 35 mins on hold then finally gave up. a real bang your head against the wall moment. UTTERLY DIRE SERVICE THAT BEGS BELIEF!!!!!!”

Helpful Report

Posted 9 years ago

Helpful Report

Posted 9 years ago

“I have just tried to contact vodafones customer service helpline over the fact I have been way over charged for my bill and I was on the phone over 48 minutes on hold, which is terrible customer service, also listening to the same 2 bloody songs for 48 minutes is just draining, if they aren't willing to speak to their loyal customers I will be happily leaving once my contract is up ????”

Helpful Report

Posted 9 years ago

Vodafone is rated 1.2 based on 2,007 reviews