Vodafone (UK) Customer Service Issues

I switched from Giganet to Vodafone on May 6th. Giganet's service stopped on the 5th, so I disconnected. I need to return the fibre connection box and router. On the morning of the 6th, after waiting all day for the engineer, I tried to set it up myself. However, I noticed that the fibre connection box has no lights on - it's not working. After an hour of troubleshooting with customer service, we determined that the box is dead. They tried to raise a ticket but couldn't, so I tried again the next day and finally got a ticket raised. I haven't been connected to broadband, yet Vodafone sent me a bill. Please send an engineer on May 16th to fix the issue, or simply send me a new fibre connection box for self-installation. Thank you.

I have a mobile router and bought a data SIM from Vodafone based on store staff recommendations due to poor broadband coverage in my area. However, since upgrading my plan in February [redacted], the service has deteriorated. The Vodafone app no longer displays plan information. After reporting the issue, Vodafone stated they are only responsible for service up to the door, not inside the property. Despite being informed that a nearby mast issue was resolved, it hasn't improved my service. I seek a resolution for the app problem and contract concerns as I believe it's unfair for Vodafone to charge for unusable service or absolve responsibility for in-home service.

Last year, my son took me to our local branch to get a SIM only deal while keeping my number. Despite computer issues, they eventually processed my request. I set up a direct debit, and after a short wait, things should have been sorted. My son discovered the next day that the contract needed in-store authorization, so we went back. Another staff member fixed it somehow, and my phone started working. I didn't realize creating an account was necessary but thought everything was fine until I recently checked and saw a note claiming a year's payment was overdue. After confirming with my bank that no payment was attempted, I decided to switch providers. I received a PAC number, forwarded it, and now need confirmation that the process is complete. This ordeal has been a nightmare, and I hope for a resolution soon.

I recently had an issue with my Vodafone internet service being disconnected unexpectedly. After contacting customer service multiple times throughout the week and spending hours on the phone, the problem still persisted. Each time I was promised a solution within 24-48 hours, but nothing was resolved. Despite numerous attempts, the technical support team seemed unable to provide a valid SSID address for my mi-fi unit, preventing me from accessing the internet that I am paying for. The frustrating experience left me questioning the competence of the tech support at Vodafone. I am simply looking for a resolution to this problem so I can finally use the internet service I am subscribed to.

I have been a loyal Vodafone customer for many years and have always paid my bills on time. In December, a Vodafone customer service agent offered me [redacted] flexible minutes to all Vodafone countries for 64 TL. I agreed under the condition that my bill would not exceed 64 TL. For four months, the bill was consistent with our agreement. However, in April, there was a significant increase, totaling [redacted] TL, which I refused to pay. I reached out to customer service, but did not receive a response. My services were disconnected, and when restored, I discovered the contract had been changed to [redacted] minutes without my consent. I believe there is a recorded call from December that confirms our original agreement. Kindly investigate this matter. Thank you. Dr. KK

I visited your Newbury store, and I was informed that there is no signal available anymore on the main street unless I purchase a new phone. The customer service I received was disappointing. The staff member I interacted with seemed unhelpful and appeared to be condescending. I was simply trying to inquire about a possible refund if my phone is no longer functional, especially after I recently topped up.

Good day, I purchased a Vodafone sim card from Italy with the number [redacted]3. I registered on your website www.vodafone.co.uk with my email address [redacted] I procured a 20 euro top-up code from rechange.com. However, due to my lack of proficiency in English, I am unable to proceed with the operation using the number [redacted]. Is there an alternative method available? Your assistance would be greatly appreciated. Thank you. Pietro Rosso.

Dear Sir, Mrs. Lesle June Sullivan, my wife, had an account with you, and her mobile telephone number was 07[redacted]61. Unfortunately, Lesley passed away on June 8th, and I need to cancel the Vodafone service she used immediately. There was a monthly standing order for her phone, and the June bill is £21.58, due on June 28th. Once this payment is made, please cancel the contract and standing order as the phone will no longer be in use. If there are any further steps needed, such as filling out forms, please inform me. You can reach me at either 01[redacted]01 or 07[redacted]13. Thank you for your assistance. Yours sincerely, David Sullivan

I have a close friend who has been a Vodafone customer for many years but is now extremely disabled after suffering a stroke 6 years ago. His phone is not working, and he has no way of contacting Vodafone. One of his carers tried to speak to Vodafone on his behalf, but they advised him to visit a store, which he cannot do due to his disability. He only uses a phone for calls, has no computer access, and is feeling isolated. He is likely out of contract, so it may be best to cancel or get a new one, but how can I make this happen without being able to visit a store? Any assistance is appreciated.

Last September, my wife and I moved house. We thought we had canceled all our utility providers during the move. Recently, I discovered that Vodafone Broadband was still active, even though we believed we had cancelled it. We only found out when a third party got involved due to non-payment. We promptly paid the outstanding bill, but now there is a default on my credit score because of this incident. I am inquiring if there is a possibility to have the default removed since we were not intentionally avoiding payment and settled the bill as soon as we were aware of the situation.

I have been a faithful customer for nearly 30 years, but recently, I've encountered several problems. Due to being medically discharged from the Armed Forces, my phone usage has significantly decreased over the past few years. Given my long-standing loyalty, I have not been offered a phone upgrade in quite some time. It would be appreciated if you could reach out to me at [redacted]3 as typing is challenging for me.

I have been trying for two days (with too many calls to count) to reach someone regarding the issues I am experiencing with your systems. The installation process has been chaotic, with constantly changing and missed dates, leaving me in the dark about my account details. The automated chat system seems outdated, and the errors like "a problem has occurred" are frustrating. I cannot endure this level of poor service for two more years. I am invoking my right to a FREE CANCELLATION immediately. Please confirm when this is processed and arrange for the return of the router via courier or Royal Mail as I am unable to drop it off. The current state of customer service is unacceptable. Best, J.P.

We recently renewed our broadband service with Vodafone and were offered an upgrade from 30mgb to 35mgb. However, we haven't received confirmation of the new contract. Since the renewal, our internet speed has actually decreased, with random disconnections making it slow and sometimes impossible to connect. Prior to the renewal, the service was reliable, but now it's frustratingly unreliable. Additionally, my wife has been unable to access her online account despite our repeated complaints over the past four years. Unfortunately, we can't provide her account number, but her contact details are as follows: - Valerie Johns - Mobile: [redacted]4 - Landline: 01[redacted]44 - Email: [redacted]

On November 21st, I placed an order by phone for a Samsung A53 (black) but did not receive the contract via email by 9 pm as instructed. Despite speaking to Erin to confirm my email address with the correct formatting, the email did not arrive, leading me to believe there was an error in sending. Despite attempts to resolve the issue over the phone, I experienced difficulty in reaching a resolution. Due to health issues and rainy weather, visiting the Vodafone store in person was a challenge. At the store, it was discovered that my email address was entered incorrectly, explaining why I did not receive the contract. Later, I received a text confirming a direct debit was set up with the wrong amount, causing further distress. Urgent assistance is needed to cancel this direct debit before visiting the store again. Contacting Erin has been difficult, and swift resolution is necessary.

I called Vodafone to cancel my contract and obtain a PAK code to switch to a different provider. After initiating a contract with the new provider using the PAK code, I noticed that Vodafone was still deducting payments via direct debit nine months later. I decided to cancel the direct debit. Subsequently, Vodafone informed me of an outstanding debt and their intention to refer it to a debt collection agency. I would like the contract terminated, the £[redacted] wrongly taken through direct debit refunded for services not rendered, and for all outstanding debts to be waived.

I've been experiencing numerous downtimes and reconnecting has been quite challenging. Over the past week, my connection has been frequently dropping without any clear cause, and I've had trouble restoring it. In most cases, the connection only returned after several hours. These issues arose right after your technicians installed a fiber connection. Fortunately, the connection has been stable for the last eight days. The Vodafone team at Coleraine has been outstanding. Their skills, assistance, and friendly attitude are the reasons I am still using the service.

Dear Customer Service, I am writing to inquire about my account with Mrs. Sandy Harris, Account Number [redacted]. I have been diligently making monthly payments of £20 through BPO Respect, and the debt was steadily decreasing. In August [redacted], you converted my account to pay-as-you-go, which meant no further debt should have been accrued. To my surprise, upon checking my credit report, I discovered that the outstanding amount has inexplicably increased by approximately £[redacted]. Could you please clarify how this discrepancy occurred? Additionally, I would appreciate receiving a hard copy of my account statement as I am currently facing uncertainty regarding this issue. Kindly update your records with my new email address for future correspondence: [redacted]. Thank you for your prompt attention to this matter. Sincerely, S.H.

I added my phone number to a pay monthly sim only account blacklist after my phone was stolen last June. I then requested to terminate my contract with Vodafone, with the understanding that my final bill would be in July. I later switched to a different network and stopped using Vodafone services entirely. To my surprise, I recently discovered that I have been charged for the blacklisted sim card since July. Upon contacting Vodafone, I was informed that my contract was never officially canceled, and they claim it is my responsibility, denying any refund. I distinctly recall discussing contract termination in a phone call back in June. Vodafone is currently investigating this call recording for verification. I am concerned about not receiving a refund for essentially paying for a non-functioning sim card. I wonder if I will be able to recover my funds if the call recording does not confirm my request for cancellation. Additionally, I am unsure if there is a way to access this recording. I seek advice on how to proceed, especially since this is not the first issue I have encountered with Vodafone.

I began using mobile wifi back in February [redacted] as I was dissatisfied with the slow internet speeds from traditional providers. However, now that BT Openreach has connected me to the internet via FTTP, I am experiencing excellent speed and reliability. Therefore, I am requesting to cancel my contract with you and I am providing you with 30 days' notice of this cancellation. Thank you, D.O. 93 Wakefield Road Streethouse Pontefract WF76BT

Dear Vodafone, I am receiving numerous texts regarding an ordered iPhone and a "Flex Account" from you, despite not having an account with your company. I have been a loyal customer with O2 for several years. Visiting your local store did not resolve the issue as I do not have an account with you. These texts persist even when I am abroad, sometimes up to 7 times a day, and unfortunately, I am unable to block them. My number is [redacted]3, and it seems there may be a mix-up with another customer's information. Please assist me in stopping these unwanted messages.