Vodafone (UK) Customer Service Issues

On June 30th, I visited my local Vodafone store in Burnley for an upgrade. I ordered a Samsung A20e and received a delivery confirmation from DPD for the following day, June 31st, which did not arrive. Subsequently, another confirmation for July 1st was also missed. Checking the DPD website showed conflicting information about the delivery status, prompting me to contact Vodafone for assistance. After a long wait on the phone, Vodafone assured me a new handset would be sent due to a delivery error. However, multiple follow-ups resulted in the warehouse acknowledging the mistake but no further action. Disappointed by the service breakdown, unless my new phone is dispatched within the next 48 hours, I am considering canceling the contract and switching providers, despite having been a loyal Vodafone customer for many years.

Reported on 6.7.20 and 10.7.20: Account: [redacted] Chloe Bayston & Lesley Bayston Phone: 01[redacted]64 Address: 3 Marston Lane, Rolleston-on-Dove DE13 9BH I am experiencing several issues since my account was transferred to Vodafone on June 22. These include: 1. Internet dropping out 2. Issues with phone facilities - caller display, anytime calls, mobile calls 3. Line cord errors 4. Crackling on the line 5. Issues with Sky box 6. Trouble accessing online account 7. Difficulty in contacting Vodafone 8. Problems with initial engineer visit During the first week, the line frequently dropped out but has improved slightly. I was not properly informed of the transfer to Vodafone and the start of billing. I requested specific phone features but unsure if they are active and what I am being charged for. Both handsets have line cord errors and crackling is affecting call quality. The Sky box is unable to connect to Vodafone. Despite reporting these issues and speaking with Vodafone, the problems persist. The engineer who visited addressed the wrong issue and did not resolve the problems. Regards, Lesley Bayston

For weeks now, I have had no signal at my house despite repeatedly addressing the issue. I was instructed three times to try a new SIM card, but I never received one. Frustrated by the lack of progress, I filed a complaint using the online form, which was not helpful. Interestingly, the company is trying to reach me by phone, but due to the signal problem, they cannot connect. I received two texts notifying me of their attempts to contact me. Paying over £50 monthly for mobile and broadband services without receiving them at home is unacceptable. Had I known about such poor service, I would have never chosen this provider. I previously paid £10 monthly with ID from Carphone Warehouse without experiencing any issues at home. My numerous attempts to contact them have failed due to the signal problem. Despite their network coverage map indicating excellent service, the reality is the opposite. I feel trapped in a contract until [redacted] with no resolution in sight. This situation is incredibly unfair.

I signed up for a 2-year broadband deal with Vodafone recently. In the package, there is a free one-year subscription to Apple TV+ for up to six family members. However, after setting up my Apple ID, I discovered that I need to start with a 7-day free trial and then pay £4.99 for a subscription, even though I was under the impression it was entirely free courtesy of Vodafone. This feels misleading to me. While the Apple TV 4K box is free, not all the content is complimentary. What is free can usually be found on BBC iPlayer. I believe this is a case of misleading marketing, and I hope others see it the same way as I do.

Our home landline is experiencing issues. We do not have a dial tone, the broadband is working but slower, and though callers hear a ringing tone, our phone does not ring. I have tested with two working phones and carried out necessary checks like unplugging devices and connecting to the openreach test socket without success. It seems like there may be a break or short in the phone copper wire outside my property. I am worried about potential misdirection of my calls leading to billing issues. I am looking to have this problem resolved promptly.

I am in need of assistance due to my military-related PTSD. I visited the Vodafone shop in Witney, Oxfordshire, where an employee provided me with a contact number for the home broadband team. However, as I had lost my login details, he gave me a username and mentioned sending a code to my email. After waiting for an hour outside (which I understand due to the current situation), I discovered he had not sent the code. When attempting to call their automated service, I encountered difficulty as they couldn't comprehend my needs and simply disconnected the call. This situation is quite frustrating, especially given my circumstances. I simply wish to resolve my account issues regarding overcharged payments and reinstate my services. Your help with this matter would be greatly appreciated. Regards, A. R.

Hello, I'm reaching out for assistance regarding my contract account number [redacted]39. My mobile phone number is [redacted]9, and I've been experiencing issues with data roaming. Despite visiting the Vodafone shop three times and having the SIM card replaced, the problem persists even after 24 hours. Another phone on the account is under [redacted]9, registered to my husband, Brian B. Seeking resolution, I visited vodafone.co.uk/contact us, spent almost an hour troubleshooting, and was asked to swap SIM cards between phones. However, the operator was gone when I returned to the call. Your help in resolving this matter would be highly appreciated. Notably, I've been abroad for five months due to lockdown, and towards the end of my stay, I lost mobile data access, which still persists upon my return to the UK. Thank you for your assistance.

I am having trouble accessing my online Vodafone UK broadband/home phone account. When I try to log in, they ask for a security code to be sent to my landline phone. The phone call is from the BT messaging service, but the message with the security code has been unclear in the past, and recently, the automated voice only says "Minutes," instead of providing the code. Can this issue be fixed so that I receive the security code as intended? I would appreciate it if this could be resolved. If there is a technical department at Vodafone UK, please let me know so I can inform them of the problem.

Since 5 p.m. on Saturday, August 1st, my phone has had no service. I believe Vodafone intentionally disconnected my phone after a recent call with the accounts department. Yesterday around 8 p.m., I contacted technical support, and after a conversation, the representative attempted to reset my phone settings. Despite this, my phone still has no service. Prior to my discussion with Vodafone about my account, my phone had been working fine. Please investigate and rectify this situation as soon as possible as there is nothing wrong with my handset; I simply need to be reconnected to the service. You should be able to track the call from last night for more information. My telephone number is [redacted]9. Thank you, Alison.

I attempted to contact Vodafone through LiveChat three times today regarding a missing £[redacted] Amazon voucher promised to me back in February [redacted] when I signed up for Broadband and a telephone line/calls. Each time, the email address provided for me to reach out fails to deliver. Since I am hearing-impaired, I rely on emails for communication. I would appreciate guidance on how to contact the vouchers offer team.

I need assistance to address a payment discrepancy wrongly sent to a debt collection agency. This is urgent as I continue to receive harassment for a charge unrelated to my mobile number. I was a Vodafone customer until January [redacted]. The issue involves Zinc reference number [redacted] and Vodafone complaint RE[redacted]. Contacting Vodafone has proven difficult. If the Covent Garden store were open, I could speak with the individual who mistakenly charged me twice for a SIM card (number [redacted]8), later refunded. The relentless pursuit of payment tied to this number is causing me significant stress due to ongoing harassment and concerns about my credit rating. The situation is unacceptable.

I have been a Vodafone customer for many years along with my husband. We recently switched our broadband service to Vodafone due to a promotion that promised a free Amazon Echo Dot and Firestick for switching providers. After receiving an email with a unique promotional code to claim the free tech pack, I followed the instructions only to be charged £78.98 by Amazon instead. I am now seeking an explanation and a refund for this unexpected charge. Despite saving the email from Vodafone with the details on how to claim the free tech pack, I have been struggling to find a way to contact Vodafone online, and when I attempted to call [redacted], the call gets disconnected.

I recently changed my mobile phone number which was linked to my account's access code. However, I am now unable to access my account as the access code cannot be sent to my new number. Despite chatting online, I was only able to get a new username and password, but I cannot receive the access code on my updated phone. I am a Superfast broadband customer, and you can reach me at [redacted] Although I am unable to provide my account number, there is a payment due via Direct Debit on the 20th of August for £31. Please update my mobile number to [redacted]1 so I can receive the necessary access code. Thank you, J E Stanham.

Good afternoon, I am César Saenz Curotto, a Spanish customer of Vodafone Spain. A year ago, I signed a contract for TV, internet, landline, and 4 mobile lines with Vodafone. Despite being promised the services for [redacted] euros VAT included, I have not received a correct invoice in 12 months. Vodafone owes me [redacted].45 euros, but each time I inquire, they provide excuses and fail to resolve the issue. I am frustrated and feel like I'm being taken advantage of. The customer service in Spain has not been helpful. I seek assistance in recovering the money owed to me. Thank you for listening.

I recently moved out of my previous property on April 1st and switched to a new address, flat 1 at 49 Grafton Road, BN11 1QY. I opted for a better internet package that includes TV at a lower cost than what Vodafone offers. Despite the move, I noticed that you have continued to charge me for internet and mobile phone services. I've been trying to pay my phone bill excluding the internet charge but have faced difficulties online and over the phone as the available options do not address the overcharging issue. I am hesitant to pay the £99 internet cancellation fee as I am still using Vodafone for my mobile service. This situation has caused me considerable stress, especially since my mobile service now has restrictions. I received two missed calls from your company without my phone actually ringing. Please resolve this matter promptly, as I may need to escalate the issue to my local branch if not addressed satisfactorily.

I visited your store yesterday looking for mobile products. I mentioned that my provider is BT, and was informed Vodafone could offer services at a lower cost. However, my BT agreement was canceled without my consent. I want to keep BT as my provider and request that any switch to your services be canceled. Please confirm the cancellation. Thank you.

I recently switched from Vodafone to EE, canceling my Vodafone account in February and making an additional payment to ensure all dues were settled. Despite not using Vodafone from April to June, I have been reported as missing payments on my credit report for those months. I received a letter claiming I owed £46, although this doesn't match my usual monthly tariff. Due to its official appearance, I paid without questioning its validity. Regrettably, this payment error is now impacting my credit score.

I called approximately at 8 p.m. on August 18, [redacted], to pay for a car park charge. My Vodafone bill only shows until August 17, so I need to prove this call to contest a £[redacted] fine for delayed payment. The weak signal prevented me from completing the payment over the phone, but the call did connect. Unfortunately, I deleted my call logs. I also attempted to pay online without success. I must present evidence to the arbitrator by September 18. I took a blurry photo of the board with the phone number as proof; it was my only call at that time. Your assistance in providing evidence of the call would be appreciated. I had a time crunch to pay the parking fee and had to get change, taking 23 minutes. Thank you for your help. - Deborah C.

Hello, I am having issues with my iPhone sim card, making it impossible to reach out via phone. I attempted to contact Vodafone using the number 03[redacted] [redacted] found online, but it seems to be invalid. Desperately in need of a new sim card, I am reaching out for assistance. While I do not have my account info readily available, my name is Marie Barton, residing at 7, Corstorphine High Street, Edinburgh EH12 7SU, and my mobile number is [redacted]2. My iPhone SE was acquired in April [redacted]. I seek your help as I rely on my phone for urgent calls. I trust Vodafone to send me a replacement sim card. Due to my current health concerns and age, I am practicing social distancing and cannot conveniently visit any stores.

Within the past 6 weeks, I switched my mobile provider from Vodafone to Tesco Mobile as my Vodafone contract was ending. I informed Vodafone of my intention to leave but wished to keep my number. Despite some initial confusion, I believed I had resolved everything. However, Vodafone sent me a bill that I think I shouldn't have to pay since I had given them ample notice. They assured me it would be canceled. To my surprise, I have now received another bill for the same amount. As I am no longer a Vodafone customer, I am struggling to reach a customer service representative for clarification. Best regards, A. Doyle