Vodafone (UK) Customer Service Issues

I, Yvonne Beane, recently upgraded two phones, one for myself at [redacted]8 and one for my husband at [redacted]9. Upon picking up the phones at your Lewes, Sussex store last week, I encountered an issue where one of the phones was not readily available as it had been previously ordered. Despite this, my concern goes beyond the service hiccup. The store's doors were kept open on a cold and windy day, contrary to my request for them to be closed due to the weather, leading to a discomforting two-hour wait. Returning to collect the second phone, I found the doors still open, exposing customers and staff to chilly conditions. This lack of regard for comfort may pose a problem in the winter months. As a practice manager myself, aware of employee safety regulations in cold temperatures, I urge you to reconsider this policy. I shall seek an alternative store for future transactions due to this inconvenience. Sincerely, Yvonne Beane.

I was recently contacted by Vodafone via email about a parcel supposedly coming to me today. I don't have an account with them and have not made any purchases. After getting in touch with them, it turns out there's an ongoing issue with my email being linked to someone else's account. I've received emails today stating that the 'package' has been delivered. This situation has made me aware of another customer's personal details, which raises concerns about UK Data Protection laws and my own privacy. I want to ensure I am not tied to any purchases or accounts that are not mine. It's essential that we address this promptly. I might have to involve the Information Commissioner, as there could be others affected by this data breach from Vodafone. Thank you for your quick response. Robert W. Phone: 07[redacted]60

I am reaching out regarding a product we purchased that doesn't suit our needs. Despite numerous attempts to explain our situation to Vodafone, we keep getting told we must pay a year's cost for canceling early. Each call only adds to our frustration as nobody seems to grasp the issue or have the authority to resolve it. Communication barriers with a representative led to misunderstanding, promises of callbacks were not fulfilled. The account details are as follows: Vodafone account number: [redacted] Account name: CRADLETECH LTD Account Number: [redacted] Sort Code: [redacted] We kindly request the cancellation of this data sim due to its incompatibility with our needs. We are perplexed by the lack of acknowledgment. Please proceed with the cancellation and refund the £15 payment made via direct debit.

Dear Customer Support, I hope this message finds you well. Since Friday, November 9th, [redacted], I have been experiencing issues with my Vodafone Sure modem. The white flashing light next to the red power indicator remains stuck on "connecting," pulsing continuously without stabilizing to the READY state. Despite attempting the standard troubleshooting steps over the past few days, such as unplugging the Sure Signal cable and verifying that my internet connection is functioning properly, I have been unable to resolve the problem. Living in an area with no 2G, 3G, or 4G coverage, I rely on the Sure Signal modem to use my mobile phone for calls. I am concerned that my Sure Signal hub, version 3, may be reaching the end of its life. Has there been an update to a newer version of the hub? I eagerly await your prompt response as my mobile phone signal is crucial for communication at home. Unfortunately, due to the lack of a signal for calls, I am unable to reach you via phone. My postcode is GL15 6BA. Thank you for your attention to this matter. Kind regards, Alec Message sent at 17:54 hrs on November 12, [redacted]

I placed an order with Vodafone for a new iPhone XR on a pay monthly plan on 03/11/18. Initially, I was informed by Sonu via live chat that my phone was in the warehouse and would be ready for collection in 24 hours. However, after following up on 09/11/18 with Kuldeep, I was told the item was out of stock, contradicting the previous information given. Due to the misinformation and lack of updates, I decided to cancel my order and requested a refund of my upfront payment. Despite speaking with Sekwani on 12/11/18, who assured me that the cancellation had been processed, I have yet to receive an email confirmation or refund. I am dissatisfied with the handling of my order and the lack of communication regarding the cancellation and refund process.

Good morning, I am reaching out regarding issues with my Apple iPhone purchased from Vodafone. The handset, linked to Bluetooth earbuds, encountered speaker and audio problems in August. An Apple Store visit on 8th November confirmed hardware issues. Although Apple would replace under consumer law if purchased from them, Vodafone should also consider a replacement. Feel free to contact me via email at [redacted] or [redacted] for any further details. Thank you, David Metcalf

I am a Vodafone broadband customer facing a connectivity issue for the past three days. My router keeps disconnecting from both my laptop and main computer despite the correct password being entered. Although the laptop functioned wirelessly for several hours last night, it failed to connect again tonight. Similarly, my mobile phone struggles to connect in the morning and only does so after around 30 minutes. I also encountered connectivity problems with the phone tonight, which was resolved after manually adjusting settings. I suspect a router malfunction as this problem is recent. Despite numerous resets, the issue persists, consuming roughly 3 hours of my time and mobile data. After multiple failed attempts to contact Vodafone, I request a replacement router to fully utilize the broadband service I am paying for.

I have been subscribed to Vodafone broadband since February and I must say, I am extremely dissatisfied with the service. My internet constantly has issues, and I have had to report problems numerous times. The customer service is lacking, making it frustrating to contact them as issues are never resolved. Despite trying various solutions such as having an engineer visit, getting a new router, and upgrading to a more expensive package, my internet remains unreliable. I have never been offered the refund promised in your advertisement when the service is not working. I am interested in terminating my contract early without incurring a cancellation fee, as I have been paying for a service that I have not been receiving. Please contact me via phone at [redacted]2 or email to address this matter promptly. Best regards, V. Shepherd

Today, I returned a "starter pack" with a faulty wireless charger, iPhone Xr case, and screen protector to the store. Despite having my receipt and most of the box, I was met with resistance from the sales assistant, Alek. I explained the charger was defective as it never worked, even after testing with different devices. Despite citing Vodafone policy and the Consumer Rights Act, Alek adamantly refused a replacement, insisted on a repair, and embarrassed me with his aggressive behavior and lack of knowledge on consumer rights. I now seek a full refund due to the poor quality of the case and the distress caused by this experience. I urge for better training or disciplinary action for Alek, who demonstrated inadequate knowledge of UK consumer laws and poor customer service etiquette during this incident.

Hello, I would like to request the cancellation of my phone contract. I have been attempting to do so over the past five days, but unfortunately, I have encountered unhelpful responses from your team. They have continuously provided excuses for not being able to assist with the cancellation. Due to this delay, I am concerned that I may be charged for a contract that I no longer wish to keep. I previously managed to cancel another contract in advance but was told differently this time. I urgently need to cancel my phone contract before the next payment date. I refuse to make any payments due after November 23, [redacted], as I initially attempted to cancel before this date and was informed of a cancellation fee of £[redacted]. The level of service I have received is extremely disappointing, especially after waiting nearly five hours each night for a live chat. Regrettably, I will not be utilizing Vodafone services in the future due to this unpleasant experience.

On Saturday, December 1, [redacted], I subscribed to a new Vodafone tariff for 24 months for a broadband data SIM only, including UK 5GB data monthly for 2 Samsung Galaxy Tab A 10.1 32GB black tablets. The charge is £17 per month per tablet, with a 15% discount per month for the contract duration, reducing it to £14.45 per month per tablet. On Tuesday, December 4, [redacted], I contacted Vodafone via online chat to cancel my old lines as I no longer needed or used them. I was ultimately promised by the customer service representative to cancel the lines [redacted]5 and [redacted]9 to avoid being charged for them. Although assured during the chat, upon checking my account on December 20, [redacted], I found that the lines were not canceled, and I am still being charged for all 4 lines. I expect Vodafone to honor their commitment, cancel the two lines, and remove any pending charges accordingly. Looking forward to hearing back from Vodafone on this matter.

I am reaching out regarding my recent experience with claiming a free gift after signing up for the broadband service. Despite multiple attempts to contact you about this issue, I have yet to receive any resolution or communication from your end. The emails related to claiming the gift came from various sources, causing confusion and making it difficult to access the offer within the specified time frame. After consulting with Vodafone and the third-party company, the matter remains unresolved. This situation has left me feeling that I have been misled into overpaying for my service, as the free gift was a significant part of the initial offer. As a next step, I am requesting a deadlock letter as advised by Ofcom to escalate this matter further if not resolved promptly. Please address this issue promptly, as resolving it and providing the promised gift will lead to the closure of this complaint. Sincerely, S. H. Tel: +44 (0)[redacted] Email: [redacted]

I have encountered significant difficulties with Vodafone and their subpar service and my unjust treatment. Last Thursday, on the 17th of January, I contacted them to secure a deal to upgrade my current phone and add a second phone on a business plan. Despite being offered a great deal, the promised follow-up call never came. Desperate for the phones for business purposes, I visited a local Vodafone store only to find they couldn't match the deals. Following a text from Vodafone assuring me of a call to arrange the order, I was met with changed terms and a declaration that the initial deals were wrong. Insistent on speaking to a manager to honor the deal offered, I was assured a call back by 22:00 that day, which never materialized. On Friday morning, after hours on the phone dealing with customer care and a representative from the business team, promises of resolution were made but in vain. Despite escalating the issue, numerous phone calls, and empty assurances of emails and callbacks, I was left hanging. Despite a voicemail confirming that the original offers would be honored after a review of recorded calls, no action was taken, leaving me frustrated and back to square one. Repeated attempts on Monday the 21st to resolve the matter were met with the runaround, with staff denying speaking to a manager would help. At this point, I feel the urgent need for accountability and resolution from Vodafone.

Hello, I recently switched my SIM card to Vodafone on the 15th of December. Despite providing the necessary documents multiple times, I have been encountering issues regarding missing paperwork. Despite my efforts to resolve this by submitting the required documents to the shop, my SIM card was unexpectedly canceled on the 14th of February. The lack of coordination and communication between Vodafone customer service and their shops has been disappointing. I urge for my SIM card to be reinstated promptly along with the restoration of my total balance. Thank you for your attention to this matter.

I, Fraser Richardson, who resides at 3 Fairways Drive, PA23 8NT, recently lodged a complaint via email. I received multiple calls from a person named Royston Braver from customer relations. Due to my offshore work where phone signal is limited, I prefer written communication like email, text, or online chat to maintain a record before escalating the issue to the ombudsman. Kindly review my complaint and respond via email or online chat. Thank you, Fraser.

I am seeking help regarding my experience with Vodafone. Despite my efforts to maintain a positive attitude, I consistently feel mistreated by their customer service representatives. Only one individual has been helpful to me. I made a payment on 18/02/[redacted] and set up a direct debit for the 24th of every month, with £47 due on 20/02/[redacted] as agreed. However, on 13/02/[redacted], I received alarming messages stating that my phone would be restricted due to owing money, causing me distress as I believed I had paid on time. Today, 08/02/[redacted], during a call with Vodafone, I felt more frustrated than with the texts. Despite explaining my situation, the representative seemed to only be interested in receiving payment, even threatening to disconnect my phone. This interaction was particularly upsetting given my medical issues, which I disclosed. Despite confirming my payment and direct debit arrangements, he did not offer an apology. This treatment has left me feeling dehumanized, especially since I did not choose to have disabilities or mental health challenges. I hope my concerns are addressed promptly and with empathy. Thank you, Rabecca M.

I pre-ordered the Samsung Galaxy S10+ a week in advance, expecting it on the release day, but it didn't arrive. After contacting Vodafone 3 days later, they informed me of the unexpected demand and shortage from the manufacturer. They apologized and waived the delivery fee. Despite another 3-day delay, the phone didn't arrive. Vodafone repeated the shortage explanation and assured me the handset cost wouldn't be charged. However, reviewing my bill, I noticed the charge. I kindly request this to be resolved by April 1st when my bill is due.

Hello, I am Dc [redacted] Sally Muskett from West Yorkshire Police investigating a robbery case involving Robert TIPTON, born on 01/02/[redacted]. We have seized his Vodafone mobile phone under account number [redacted], with the number 07[redacted]30. Robert asked if it's possible to cancel his contract due to the phone being held for investigation. As we are uncertain how long we will require the phone, potentially weeks or months, Robert, who is disabled and housebound, is struggling financially without a phone. Could you kindly review this situation and assist Robert accordingly regarding his current contract? Your help would be greatly appreciated. Thank you, Dc [redacted] Sally Muskett Calderdale Reactive CID Halifax West Yorkshire Police 01[redacted]89

I have contacted customer service multiple times via chat to resolve an ongoing issue. I was promised a credit of over £[redacted] and that my services would resume, but the problem persists. While I can use 4G and text, I am unable to make calls as it shows as restricted. Despite spending hours on chat and being reassured that the matter would be resolved, I am still unable to use the service I am paying for. I have a balance of £[redacted] that I am willing to pay, but I am unable to speak to an advisor by calling [redacted]. Additionally, I am receiving demands for payment from Zinc credit management for £[redacted]. After being a loyal customer of Vodafone for over a decade, I feel unsupported during recent challenges in my life. I am frustrated and disappointed by the lack of assistance and unable to make calls for more than 10 days.

After my contract ended with Talkmobile, I was told by them to renew with Vodafone since they had merged and offered 4G. I signed up for a £15 monthly plan with Vodafone. The issue is that I have a like-new Samsung J3 that I wish to give to my granddaughter. I have contacted both Vodafone and Talkmobile for an unlock code, but they keep redirecting me to different numbers without providing a solution. It's frustrating as all I need is the unlock code to repurpose the phone instead of it just sitting idle. My mobile number is [redacted]4 with both companies and the IMEI number for the J3 is [redacted][redacted]. Can someone please assist me with this? Thank you.