Vodafone (UK) Customer Service Issues

I am David Parish, and I am experiencing issues with my Vodafone Sure Signal box plug as it has stopped working completely. Despite trying different power sockets, none of the lights are turning on. I received an email from the Vodafone CEO's office on 11th May [redacted], where they acknowledged the problem and offered a £75.00 refund due to the inconvenience. Additionally, the email stated that if the Sure Signal device malfunctions again, it will be replaced. As per the email, I am requesting a replacement for the Sure Signal box since it is not functioning correctly.

I recently completed payment for my mobile phone and switched to a sim-only plan on the same terms I've had for years. This included free minutes, texts, and 15 free pictures per month as per our previous agreement. However, I have been experiencing issues every month regarding the allowance of free pictures. Despite contacting customer service regularly to address this, the problem persists. This is my final attempt to resolve this matter before escalating it to your CEO. As a long-time customer who is a senior citizen and disabled, dealing with this issue has been stressful and time-consuming. I am hopeful that a higher-level customer service representative can assist me promptly.

Regarding Account number: [redacted]19 and Phone number: [redacted]8. Hello, I'm Jeff Norman, and I face challenges using the phone due to my hearing impairment. Today, I tried to get a PAC code from Vodafone, but it was declined, necessitating a call to [redacted]. Despite my difficulties, I managed to call and encountered a helpful representative. However, the reason for the PAC code denial was an old security issue unrelated to me. They requested ID over the phone, a task I found impossible. Due to my age and health condition, visiting a store during lockdown is risky. When I attempted to get a STAC code via text, I was instructed to call [redacted], which is not feasible for me as a deaf individual. Upon my contract expiration on 23/03/[redacted], I kindly request to be released from Vodafone's service. I will cancel my direct debit and sever ties amicably. Thank you. - JN

There are concerns about Michael Hollaway, who works for Roofing Co Limited in Penarth, South Glamorgan, UK, potentially spreading Covid-19 due to his activities. It is worrisome as he mentioned his yard in Penarth was in lockdown. To stay safe, the Police suggest only dealing with screened, Covid-free tradespeople. Unfortunately, despite paying Hollaway for a job, it seems incomplete, prompting you to hire a different, more reputable and Covid-19 screened professional. You have highlighted his contact number as [redacted]0 for reference. It is vital that Vodafone be informed promptly to relay his details to the appropriate authorities in the South Glamorgan region to address any risks he may pose.

Hello, I am reaching out for assistance with my internet connectivity issues. Over the past few days, my router has been frequently losing connection. The outages vary in duration, making it difficult to pinpoint a pattern. I have already attempted basic troubleshooting by restarting and unplugging the router, to no avail. The error log on the router indicates several issues, which may suggest the problem lies beyond the physical setup. The inconsistency persists regardless of broadband usage. The problem surfaced recently, specifically on Tuesday (24/3) when I needed to work from home. Despite contacting phone and chat support without success, I'm hopeful that someone can resolve this persistent issue. I suspect the fault may lie with either Vodafone or Openreach, and I am keen to have it addressed promptly. For further assistance, please contact me via email at [redacted] or phone at [redacted]3. Thank you, Zach

I'm having trouble with my phone. It keeps saying there is no sim card, even though I paid my bill as usual. When I'm at home it usually works, but recently I've been having this problem. I called Vodafone yesterday and they suggested I reset my network settings and change my network selection. It worked for about 5 minutes, then went back to saying no sim card. I've tried this so many times now that I'm not sure what else to do. Can anyone offer any advice or help?

There is an account on my credit report that shows I have been making monthly payments to Vodafone since February [redacted], but I do not have any products or bills with them. Despite contacting my bank and Vodafone numerous times via phone calls, letters, and emails, the issue remains unresolved. Surprisingly, the account also shows a single missed payment. I am baffled as I have not made any payments to Vodafone through my bank. Can anyone offer assistance with this matter?

A week ago on Friday, the broadband stopped working. I reached out through the app and spent around 2.5 hours trying to get help, but the robot kept cutting me off. I was promised assistance within 48 hours but received none over the weekend. After several frustrating attempts with the robot, I finally spoke to a person in India but the call quality was poor. Despite being assured a resolution within 48 hours, nothing was fixed on Monday or Tuesday. Even after changing my password, the issue persisted, and I faced more disconnections. This has been an incredibly frustrating experience, as I need internet access for work but have had little success. The service provided has been extremely disappointing. Today, I can only receive emails but cannot access essential instructional videos.

About a month ago, I made the decision to upgrade my phone and switch to a pay monthly plan with Vodafone. Despite receiving the new phone, they were unable to connect me to their network. I spent hours on the phone and sent multiple complaint emails, but nothing was resolved for three weeks. Due to being in the vulnerable adults group and self-isolating, not having a working phone has caused me significant distress. Finally, a few days ago, Vodafone collected the phone and provided a PAC code. However, there is still an issue with the phone's usability due to a problem with the porting process. To make matters worse, they are now requesting £11.13 by May 13th. I believe I should be compensated for their poor service. Snehal from Vodafone customer services promised to assess the situation, including costs, and keep me updated, but I have not heard back. In the meantime, I have had to purchase a new phone from O2, which is also not functioning properly.

Subject: Clarification Needed Regarding Contract Expire Date Good afternoon, I am writing in regards to my current contracts with you. I have a total of four contracts, three of which are Pay Monthly deals set to run until June [redacted] with the following numbers: 07[redacted]16, 07[redacted]30, and 07[redacted]53. The fourth contract is a Sim Only deal, number 07[redacted]52, which was originally a 12-month plan due to expire on June 5, [redacted]. My daughter uses this number, and upon receiving a text from Vodafone, it was indicated that the contract will expire on June 5 but the plan will continue unchanged at £20.37, including services like Spotify. However, when I contacted Vodafone on May 18, [redacted], the representative, Danny, mentioned potential changes to the plan post-expiry. I am seeking clarification on whether the plan will indeed continue as originally informed and include the current services after June. If this is not the case, I may need to explore other provider options for this account. Please reach out to me with further details or feel free to contact me at 07[redacted]16 for discussion. Best regards, John Mcilroy

I have five phones under contract with your company. One of the phones, an iPhone 6s, had an issue and was taken to the Poole store in Dorset. The staff said the IMEI had an issue and needed to be sent to the repair department. After some delay, we were informed that the phone couldn't be fixed under warranty due to damage to the speaker, with a repair cost of £[redacted]. Despite being able to buy the part online for £5.99, we were told replacing the motherboard was necessary. Subsequent calls mentioned moisture damage not covered by the warranty, insinuating tampering which we deny. We require a resolution promptly as I've reached out to fair trading officers for guidance. If this matter isn't addressed, I may have to terminate all contracts as they expire. I trust you will help find a suitable solution, given my long-standing relationship with Vodafone since [redacted].

On Wednesday, May 27th, [redacted], I arranged an upgrade to the new iPhone SE [redacted] over the phone. I was expecting the new phone to arrive the following day, Thursday, May 28th. However, by Thursday midday, my current phone showed "no service," rendering it unusable for calls or texts. Despite not receiving the new phone or a confirmation email, the SIM card in my current phone remained inactive. I reached out to Vodafone via live chat for assistance since my disabled SIM card prevented me from making calls. After a 45-minute chat, they located my upgrade order and assured me that my SIM card would be working within 12 hours. As of 11:45 pm on May 29th, my current phone still shows "NO SERVICE," and I have not received any communication about the new phone. At this point, I simply want my current phone to work so I can obtain a PAC code to switch from Vodafone after 17 years. Please reactivate my SIM card before attempting to call me at [redacted]68.

I am encountering connectivity issues with VPN services on my Windows 10 64-bit system. I have three devices connected via WiFi and Ethernet to a Vodafone router. While regular internet browsing works fine, I am unable to access VPN sites such as Nord VPN and Express VPN. I have tried resetting the router to default settings using the reset button after a hard reboot, but the problem persists. To troubleshoot, I connected my devices to a neighbor's ISP router, and all VPN connections, including on my Samsung Galaxy mobile, worked flawlessly. This leads me to believe that the issue lies specifically with the Vodafone router blocking access to Nord VPN and other VPN services. I would appreciate a prompt response to this matter. Thank you.

I recently purchased a new contract from Vodafone at the beginning of last month, which included a Sony Xperia 4. However, I was dissatisfied with the phone and requested to exchange it the next day. Despite assurances from Vodafone that they would send return packaging within 3 days, I did not receive it. After multiple follow-ups, they claimed there was an issue with the return order but assured me it was resolved. This back-and-forth has been ongoing for a month. Eight days ago, my number was unexpectedly blocked because they claimed the SIM card came with the phone. Despite their instructions not to return the SIM card, they still blocked my 11-year-old work and personal number. This situation has been incredibly distressing, and I have not received the promised return packaging. I feel helpless and lost without my precious number. I am uncertain of what steps to take next—you can only imagine how frustrating this has been for me.

Dear Sir/Madam, I am writing to bring to your attention an issue I have encountered regarding my Vodafone contract for a Samsung Galaxy S7 purchased at Carphone Warehouse on Holloway Rd in London in late [redacted]. I terminated the contract in October [redacted] at Watford INTU Shopping Center under the agreement to purchase the phone and settle the remaining balance in one payment of £[redacted] in November [redacted]. However, despite assurances, the deductions were not made, resulting in ongoing charges even after the contract expired. I recently realized that I have overpaid by £[redacted] in addition to the agreed amount. I have cancelled the Direct Debit to prevent further charges. I am requesting a thorough investigation, a detailed review of my account, an explanation, and a refund for the overpayment. I appreciate your prompt attention to this matter. Sincerely, Janos Leeb

My wife upgraded her Vodafone phone to an Apple SE on June 12. She called Vodafone to return the phone as she wasn't comfortable with it. The sales representative said they would send a return envelope and arrange a new sim-only contract upon receiving the phone. He assured her the service would remain active until the contract issue was resolved. To our surprise, on June 16, her contract was canceled without warning. After several unsuccessful attempts to contact Vodafone, we finally spoke with Abby, who couldn't assist due to incorrect information in their system. Despite being polite, we were denied further help by a supervisor who abruptly ended the call. My disabled wife is now without a phone when she needs it the most. It's frustrating to be misled about the return process. We hope Vodafone can resolve this promptly and efficiently as valued customers. Please reach out via phone at [redacted] instead of email.

I have been locked out of my Vodafone Nokia phone again due to a contract cancellation error. Despite being on pay-as-you-go and having a credit of over £28, there have been repeated threats of legal action in letters totaling £[redacted].28. These actions have caused me distress, affecting my health condition. Urgently, I need Vodafone to contact me at ([redacted]) [redacted] to resolve this issue promptly. If not addressed, I will escalate the matter to the appropriate authorities or seek legal advice from my family solicitors. This level of service is not acceptable from your company, and a swift resolution is requested.

Since yesterday, I have been experiencing issues with my Sony mobile where I am unable to send or receive texts and calls. I keep receiving a message that says, "Unable to send, Network unavailable." I am unsure if this is a problem with the Vodafone network in my area or with my phone itself. If the issue is with Vodafone, I am considering canceling my contract due to the lack of service I am receiving. Additionally, I have recently acquired an iPhone 8 from a family member and I need to obtain a Nano SIM card for it, as the current SIM in my Sony phone is incompatible. Unfortunately, the local Vodafone store remains closed due to the Covid-19 situation. Could you please advise me on where I can purchase a Nano SIM card? I would greatly appreciate any assistance on these matters. Thank you in advance for your help.

I've been attempting for over an hour to switch my plan from £32.50 to £22.95 monthly. The call was disconnected, and I feel the advisor didn't want to assist me. I have a letter from 16th June offering Superfast 2 at £22.95 for 18 months, but was told it's incorrect due to price changes. I received this letter on 30th June. If I can't have this deal, I may switch providers. It's frustrating and time-consuming dealing with customer service, and online changes haven't worked due to unrecognized details. I expected better customer retention from your company. Please call me at [redacted]1 within 24 hours, or I'll cancel my direct debit and switch my phone and broadband service elsewhere. Maria G. - [redacted]6, a disappointed soon-to-be ex-customer

Hello, I have been in France for some time and unfortunately, my mobile phone is broken. Despite trying different phones, including a spare Nokia and an Apple smartphone, my SIM card is not connecting to any network, and I keep receiving a "no service" message. I am currently stuck here due to travel restrictions and waiting for my vehicle to be repaired before I can return to the UK to receive a new SIM card. Can you please check my SIM card and account status to ensure it should be working? Also, I would like to temporarily halt any automatic bundle purchases on my account since I cannot use the service. My number is [redacted]2. Thank you. S. Heffernan