Vodafone (UK) Customer Service Issues

While in Spain, I contacted Vodafone prior to my trip to confirm if I could use my phone abroad. I was assured twice by a representative named Daniel that there would be no issues using my phone. Unfortunately, upon arrival, my phone did not work as promised. Now I cannot even call Vodafone because of potential charges. This situation is distressing as my bill is due on December 4th, and I am unable to stay connected with my grandkids. I have been a loyal Vodafone customer for over 20 years. Kindly address this issue by reviewing the recorded conversation with Daniel.

When I signed up for Vodafone Broadband, I was assured that they would contact my current provider regarding the switch. Unfortunately, this didn't happen, and I have received bills totaling £[redacted] for the past three months. After a lengthy 2-hour call with Vodafone, they acknowledged the mistake but stated they needed to see some of my documents to resolve it. I was directed to use the online Chat Assistant to send the necessary paperwork, but I have been unsuccessful in reaching them. My Case ID is I-JIK3EFGJ, and I am hoping someone can take charge of this issue promptly.

I was a previous ADSL customer with Vodafone. Despite paying for 30MB/s, I was only getting 55KB/s speeds. After facing three months of frustrating customer service interactions, I canceled my ADSL. I have no outstanding bills with Vodafone, but upon switching to a different provider, I found out that Vodafone still controls my landline. As I am not a Vodafone customer anymore, I am confused about why they still have control over my landline. Vodafone's customer service advised me to contact [redacted] for cancellations, but this line is often non-functional or does not offer cancellation services. I am stuck in a loop. How can I resolve this issue? Regards, AH

I recommended my friend, Natalie G., to switch to Vodafone broadband using a special link that promised us each a £25 Amazon gift card. Natalie G. has been using the broadband for over 30 days now and has paid her first month's bill, which should qualify us for the gift card. Unfortunately, we have not received it yet despite my numerous emails to different email addresses. I would appreciate it if you could investigate this matter for us. Thank you, Linda G.

On Tuesday the 8th, I visited a Voda shop to buy a 5GB bundle for £15 per month for my pay as you go phone. The adviser changed my SIM card and promised I could keep my old number, but unfortunately, I cannot. As a result, my family has been unable to reach me, and my phone has been inactive since Tuesday. I have tried reaching out to the shop and contacting Voda U.K. twice with no resolution. Today, I spent an hour on the phone, mostly listening to music, while an adviser promised to call me back, which has not happened yet.

I recently discovered that fraudulent activity occurred with my personal information, resulting in the unauthorized opening of a mobile phone account with your company. Upon realizing this in October, I took swift action by contacting my bank to halt the direct debit. I also engaged in a conversation with a representative named I from Vodafone, who assured me they would escalate the issue. Yet, to my dismay, I have now received a letter stating that my information has been sent to a debt collector for an outstanding amount of £[redacted]. I am in urgent need of speaking with a representative regarding this matter.

During my trip to Turkey, I swapped to Vodafone Turkey. Initially, my phone worked fine, but I recently received a message from Vodafone indicating that I have been using my phone excessively and that my service will be terminated. This has left me without any means of communication with my family, which is distressing. Can someone please assist me promptly? **UPDATE: 29/12/[redacted]** - My phone service has been suspended once again. I urgently need my phone reconnected. It's essential for me to stay in touch with my elderly and unwell mother daily. The service provided by Vodafone has been highly disappointing, and I have no means of reaching them due to my inactive phone. Kindly restore my phone service at the earliest opportunity.

I am experiencing speed issues with my broadband router. During the day, it operates at about 32 Mbps, which is slower than promised. However, the real problem arises in the evenings when the speed drops to under 10 Mbps, occasionally as low as 2 or 3 Mbps, rendering it entirely unusable. Despite my attempts to adjust settings in the router, such as changing channels, the problem persists. After extensive research on the community forums, I noticed that many others with the same issue found a resolution after being provided with the Ultra Hub router. I kindly request to be sent the Ultra Hub to address this ongoing problem.

In July [redacted], I was hospitalized and only able to communicate with my wife via mobile phone. The company warned me about exceeding my package minutes, so I increased it to [redacted]. Now that I no longer need the extra minutes, I've been struggling to find a customer service agent who can help me reduce it back to the original [redacted] minutes at the previous cost. Additionally, the new package includes 12 months of "entertainment" choices, but I don't want any of them. Please adjust my minutes and costs and remove the unwanted add-ons.

Hello, my name is Damon Watkinson, and I urgently need help with my broken phone screen. I can't see anything on it, and I have an important hospital call scheduled for the 29th of this month. I'm requesting assistance to come to my address at 97 Fletcher Street, Ripley, Derbyshire, DE5 3LP, to fix my phone screen. I'm also behind on my bill and hope to pay on the 16th of this month. I'd like to continue using Vodafone and prefer to have my phone repaired by your team. Kindly consider waiting until the 16th for payment. I rely on my phone for all communication and data, and missing this call is critical. I'm committed to settling any repair costs promptly. Thank you for your understanding and assistance in fixing my phone screen promptly.

Subject: Urgent Request for Assistance Regarding Justin Paul Franklin, Mobile No. 07[redacted]26 I have completed a form labeled urgent but have not received a response yet. I am the father of Justin Paul Franklin, who has been struggling with mental illness. Following a suicide attempt last year, he was treated at a hospital in Chichester and recently discharged. Unfortunately, he is experiencing severe depression again due to unemployment and reliant on Universal Credit as his only income. I urgently seek assistance to reduce his monthly payment to a maximum of £20.00 while maintaining his phone services. As a disabled pensioner, I am unable to offer him financial support. The longer this matter remains unresolved, the greater the risk of Justin's well-being. I have noticed concerning signs and am deeply concerned. Kindly respond promptly to the address you have on file (6 Cowley Drive, Woodingdean, Brighton, BN2 6WA) with available options. Please refrain from contacting him directly at this moment as it may escalate his distress. I have assured him that I will address this issue. Sincerely, Melvyn Franklin

I brought my Galaxy A40 to a Vodafone store in Newport, Isle of Wight on December 29, [redacted]. They said it would be sent for repairs the next day. I was supposed to receive an email with a reference number, but I never got it. I contacted Vodafone and spent nearly an hour on the phone with them. They provided me with an email address for their escalation team, but it doesn't seem to be valid. They didn't want to contact the team on my behalf. My phone number is [redacted]9, and the device number is [redacted][redacted]. I'm still waiting to have my phone back. Can anyone assist me with this?

Yesterday, on 27/01/[redacted], I received a text message purporting to be from Vodafone. The message claimed my nonexistent Business Account had expired in October [redacted] and offered to continue the service for £25.56 per month. It didn't provide contact information, only signing off as "Vodafone." The message mentioned the option to change suppliers or account details, expressing a hope for me to remain with Vodafone. I wondered if this might be a scam. Attempting to contact Vodafone via their [redacted] number proved frustrating as I struggled to communicate with an automated system. In my experience, Vodafone shop staff have been helpful and knowledgeable, but I found the head office staff less so, which was disappointing.

My mother recently signed up for a package with Vodafone that includes both her mobile number ([redacted]) and her landline (01[redacted]32) through Nicole at the Worcester branch. The package consists of Home Broadband & landline for £31.00 per month and the mobile for £9.00 per month, totaling £40.00 per month. Unfortunately, she didn't arrange a standing order with her bank, Lloyds, due to being 86 years old and facing some challenges. As a result, her services have been disconnected for non-payment. Her mobile account number is [redacted], and her main account number is [redacted]5. Her name is Brenda Coker, residing at Farthings Green, Sharpway Gate, Stoke Prior, Bromsgrove, Worcs., B60 4AZ. I, her son Marc Coker, am contacting you to settle any outstanding bills, reestablish her connection, and arrange for a standing order. Please reach out to me via email at [redacted] or by phone at 07[redacted]96. I am eager to address this promptly, especially since she is alone in Worcestershire, while I am based in London. Thank you in advance for your assistance.

Subject: Connectivity Concern with Mobile Pay Monthly Service Dear Customer Support, I am contacting you regarding an issue with my Mobile Pay Monthly service. I recently received a notification from Vodafone on February 2nd, informing me that I had unsubscribed from their International Rate Saver package, a subscription I was unaware of. Following this, I lost all connectivity for almost 48 hours, with no data or signal functionality. This situation has greatly impacted me as it hinders my ability to work from home and access various online services that require SMS verification codes during login. Additionally, amidst a recent house move, I face significant challenges with logistics and communication. Though I have updated my phone's Operating System and checked the network status, the problem persists across different locations within London, including my area (E5 0QR). It appears that other network users are not encountering similar issues. Unfortunately, Vodafone's customer service lacks online chat support, leading me to contact you for assistance at this juncture. I anticipate a prompt resolution to this matter. For record-keeping purposes, I request all communication to be directed to this email address. Thank you for your attention to this concern. Warm regards, Graham P. [redacted] Flat 1, [redacted] Lower Clapton Road London, E50QR

Good afternoon, I am Terry Jackson, a loyal Vodafone customer facing challenges reaching out to your team. Despite struggling with phone contacts and experiencing disconnections, even the chat service is unavailable. I received a flyer for Business broadband that interests me for my home telephone/broadband account under Tel No. [redacted]0 and Acc No. VFC[redacted]. Operating my business from 22 Willowfield Avenue, a bungalow, I'm eager to embrace the 12 months FREE Business Broadband offer for our summer operations. I would greatly appreciate details via email or a call at [redacted]8. Best regards, Terry

Dear Vodafone, I recently checked my Experian credit score and was surprised to see a drop due to a late payment on an account that hasn't been used since [redacted] (please refer to the attached screenshot). Despite my efforts to contact customer service via phone, I couldn't verify my details since the number provided is unfamiliar, and no direct debit exists. The security reset options were also not applicable to my situation. I'm dismayed by the impact this has had on my credit rating and urgently seek to resolve this issue and have the default removed. I would appreciate it if a representative could reach out to discuss my complaint.

I am Paul W., living at 18 Calder Road, Bellsquarry EH54 9AA. Despite cancelling the service in December [redacted], we continue to receive bills. Two recent bills were received on January 21st for £31.14 and February 21st for £44.21. I am puzzled by these charges for a service we no longer use. The mobile numbers we transferred to BT were 07[redacted]78 and 07[redacted]57, and we have no other mobile devices. Resolving this online is challenging as it requires information such as the account number or linked mobile number, which I do not possess. I have halted the direct debit, but I am worried about potential implications on my credit score due to non-payment. It is crucial to address this issue promptly.

Hello everyone, My wife is experiencing difficulties with her mobile phone as it keeps disconnecting from our Vodafone router frequently. She bought the phone last October, a Hawaii model, and we both use Tesco mobile along with our kids. Interestingly, our devices, including the router, don't face this issue and stay connected without any disruptions. This isn't the first time she's encountered this problem; it happened last November/December, and a helpful customer service advisor managed to resolve it after an hour of troubleshooting. However, the problem resurfaced last week. Today, during an online chat with a customer service representative, they advised her to disconnect and reconnect, which briefly solved the issue. Unfortunately, it disconnected again after about 45 minutes, although it lasted longer than before. I'm curious if anyone else has faced a similar challenge. Best regards, Phil & Lisa

Hello I am experiencing a problem with receiving calls on my iPhone provided by your company when they are coming from MidYorkshire NHS Trust Hospital. It is crucial that I am able to receive calls from my managers and colleagues regarding work schedules and other important matters. Despite being able to make calls to them, my phone seems to reject incoming calls from the hospital. Even when I set my phone to voicemail, it indicates that the mailbox is full and disconnects the call. This issue is significantly impacting my ability to perform my job effectively. Moreover, I find it puzzling since I do receive prank calls from unknown numbers, which adds to my confusion. Your prompt attention to this matter would be greatly appreciated.