Vodadone Opiniões 

Attempted to sign up for Vodafone Essentials Broadband via web chat. The frontline advisor incorrectly entered my name on the account shell. When the identity verification (IDV) check inevitably failed due to their typo, the advisor blamed my bank, gave me a non-functional mobile shortcode (191) to dial, triggered an inactivity script, and abruptly closed the chat to log it as "customer abandoned."

I raised a formal complaint with the executive team with the full transcript reference. Rather than an orderly resolution, I received an unsolicited call from an unverified 0808 number showing up as an unrelated third party. When I reasonably refused to pass full telephone security over an unexpected inbound call, the representative became confrontational, spoke over me, and threatened to cancel my complaint.

After repeatedly denying further calls and formally demanding written-only correspondence under UK GDPR and Ofcom guidelines, their automated dialer continued bombarding my phone, followed by automated text messages claiming I "couldn't be caught" to mask their own conduct.

Appalling customer handling from start to finish. Avoid their broadband signup process entirely unless you enjoy automated runarounds, metric gaming, and aggressive telephony harassment.

Signed up to Vodaphone , and multiple times my installation date was cancelled by Vodaphone. Finally Vodaphone advised they could no longer provide the broadband service. They were also provided with my bank details to pay for compensation owing to me. This was not paid and now they say they no longer have the bank details and Vodaphone asked me to provide bank details in an un encrypted email which would expose me to a high security risk.

Vodaphone should never ask a customer to provide bank details putting someone's data and bank account at risk.

Below is what Vodaphone say but today someone called Yasmin at Vodaphone Specialist Care asked for bank details to be provided in an email clearly against Vodaphone practice they document

"No, Vodafone will never ask you to send your payment card or bank details by email or live chat.
Why You Should Be Cautious
• Phishing risk: Legitimate companies like Vodafone will not request sensitive financial information through unsecured channels like standard email.
• Official policy: Vodafone explicitly states they never ask customers to send payment card details via email or live chat, nor do they ask for account passwords over unsecured messaging." Yasmin from their Specialist Care breached this and said Vodaphone do ask for bank details via an unsecure means breaching their guidelines

Below is what Yasmin from Vodpahone Specialist Care stated which breaches Vodaphone guidelines.

"To process the compensation payment of £90.44, we need to arrange a manual BACS refund. As part of this process, we are required to obtain and verify your bank details before we can submit the refund request to the relevant team.

Unfortunately, we are unable to provide a secure link for this process. However, please be assured that this is the standard process we follow, and many customers provide their bank details by replying directly to the email. Once we receive your bank account details, we will securely forward them to the concerned team, who will arrange the manual refund payment." Yasmin Vodaphone Specialist Care

I cancelled my Vodafone account and believed everything had been dealt with correctly. Unfortunately, I later discovered that charges were still being added and I began receiving bills and threats of further action, despite thinking the account had been closed.

The situation was made even more stressful because I no longer had access to the relevant account information. In the end, I had to visit a Vodafone store in person just to obtain basic details about my account.

What is particularly frustrating is that after being sent what appeared to be a final bill, I have since received further bills. There seems to be no clear explanation of what I owe, why I owe it, or whether the account is actually closed.

Customer service was equally disappointing. Both my son and I spent considerable time on the phone trying to resolve the matter. On several occasions, agents struggled to record even simple information correctly, including telephone numbers that were provided clearly and repeated when necessary. This left me with very little confidence that my concerns were being handled properly.

The only helpful experience I had was at the Vodafone store in Chatham, where staff were able to provide information and assistance. It should not have been necessary to make a special trip to a store to sort out what should have been a straightforward account closure.

Overall, this has been a stressful, time-consuming, and impossible to close an account with this company so they are making money out of refusing to close an account. I simply want confirmation that the account is properly closed and that no further unexpected bills will arrive.

Would not choose Vodafone again.

Fazal from customer support is rubbish, cancellation process crap. what do you mean your going to charge me the full amount even though i am cancelling. customer support is crap, service is rubbish. utter joke of a company.

I experienced a highly frustrating service from Vodafone. They attempted to set up a new Full Fibre connection and I placed an order, but they never sent the router. I visited my local store for assistance, but they were unable to help and advised me to contact customer service.

However, I couldn't get past the automated replies because my account hadn't been fully set up, and I was unable to speak to a human agent. To make matters worse, I couldn't cancel the order or switch to another provider because Vodafone somehow placed a restriction on my account, even though it wasn't active.

Overall, this has been a terrible experience with poor communication and support. I do not recommend Vodafone based on my experience.

I just received my new sim card today because I was so disappointed with EE I had decided to switch. I am amazed that the website and app is so hard to use; these companies make it so difficult to use (and pay) for their services!!! The website is showing some error screen "too many redirects", I can't login. The app reset password button opens the website and the website links to the app!

Got my mum a phone through Vodaphone as she was over 80 and it was easier to sort it myself in my name. When she died I tried to cancel it but was shown no compassion from the call handler. I was told I'd have to keep paying and wait until the contract ran out, or pay a fee that was more than the monthly fees combined.
Nor would they change the contract to a cheaper version (given there would be no usage at all) without me signing up to a new contract.
I continued to pay for the phone - and be bombarded with emails offering new deals - until the month the contract was up. Then I tried to cancel again, but the website and phoneline kept telling me there were 'technical issues' so I couldn't.
Finally got through today - again, zero compassion from the call handler, who told me there would be a 30 day cancellation period. This had not been mentioned before. When I said I'd been trying to cancel for days and the issue was at their end, she simply said it would still be 30 days from today. I'm appalled at the lack of sensitivity from this company - I had explained the situation and the handler still tried to read out new offers and contracts while she was processing the cancellation for my DEAD MUM's phone.

If I could have given -5 stars I would have. This has to be the worse customer service I have ever experienced. Getting through to one is a nightmare in itself if you push some of the multitude of options it simply says "Thank you, Goodbye" and cuts you off. Three days I have been trying to get a PAC number from them, have been told I don't know my own birthdate, don't have the correct address. They are a joke so please, please avoid Vodaphone with your life.

I would like to give a huge thank you to Roman at Vodafone for his outstanding help and support today.

Our phone was stolen, and we were having a very difficult time trying to sort everything out. Roman went above and beyond to help us. He contacted Customer Service, stayed with us throughout the process, explained everything clearly, and did everything he could to resolve our problem.

Thanks to his patience, kindness and genuine effort, he managed to arrange a replacement SIM card for us, which was extremely important in our situation.

We are very grateful for all his help. Roman is a credit to Vodafone — professional, caring and genuinely committed to helping customers.

Thank you so much, Roman! ⭐⭐⭐⭐⭐

Terrible network coverage. And giving free sims to illegal immigrants spend the money updating your rubbish network not to illegal immigrants

This evening my wife mother went into hospital leaving her elderly husband at home with out a mobile phone so we thought and easy option was to go and purchase a pay as you go mobile for him as a contact phone it was easy to buy a Vodaphone pay as you go from Argos the really difficult part was getting it topped up taking several attempts to top up with a credit card talking to customer services trying online and a lot of stress
Will forget vodaphone in the future total waste of time

After 6 months of appalling service both from our equipment and the company we escalated to an offcom complaint and vodaphone manager agreed we could leave the service with no contract termination fee. Switched to a new provider and received a £230 contract termination fee! Contacted customer services and they hold no record of this agreement!
New offcom complaint will now be raised.

Calum at the Gyle was extremely helpful

2 hours on live chat to customer support yesterday as they did not previously manage to repair my incoming phone calls ( beeep, beep, beeeeeeeeee ) unavailable to all.

Now according to the person i spoke to yesterday who i hasten to add was helpful, patient, determined to resolve my issue, tried absolutely everything including changing my shared ip to a fixed dedicated ip. and re setting my router for the 9th time.

The fact that i am using a BT call blocking phone Truecall, is why my incoming calls do not work , although the Binatone phone i also have will not work.

This according to this young lady is a known issue with the router that Vodaphone now supply as standard.

So my answer to this was quite simple and clear, a lot of elderly people, like myself use a call blocker phone because we are sick and tired of being scared witless when we get a phone call from the police telling us a family member has just been involved in a near fatal car crash.

Or our son has dropped his phone down the loo and needs cash sent urgently to replace it.

My partner tripped and fell down the stairs rushing to answer the phone one day to one such call, hence we spent out on a BT phone to block further calls.

So in reply i said " this should be specified in their advertising, sales pitch, blurb ", and clearly stated so we can all avoid Vodaphone.

Or they should supply their own call blocking phone free of charge (included with the router) as an alternative option.

Now, about 6 weeks ago in order to resolve poor internet speeds and buffering using catch up tV, free of charge they upgraded my account to full fiber 500, tying me into a new 24 month contract.

Had no effect, still buffering, still slow internet

I am just outside the 30 day right to cancel, but as i am explaining here, this is not fit for purpose so i have requested to be released from my contract on Friday if this has not been resolved.

Now to the ROBOT , that answers the trustpilot reviews, let me be in the words of Kier Starmer " perfectly clear "

Word your response to this so that it is more human than last time !

UPDATE well that failed, apparently they have sent me an SMS, which states we are just waiting for you to send the statement so they can look into this further WITH YOUR CONSENT.

Anybody know what the hell that means apart from the fact its a text message that states SENDER Can't accept replies Contact them directly ?

So they cant repair my phone as the 2 hour conversation with them yesterday is NOT CONSENT TO REPAIR MY PHONE

Aymen , i spoke to you on 23rd May at 11.33 am, you organised a replacement router to be delivered next day, someone above you cancelled it but did not have the common decency to let me know, i sat around all day waiting for it for nothing.

Needed support as the powerhub router wouldnt allow me to split it to have a 2.4Ghz connection that my Worx mower needs.
Phoned them, line was breaking up, and the person could hardly speak English so no chance of getting a solution.

I have sent this email to the Vodaphone Chief Executive. I think it speaks for itself.

Dear Mr Taylor
Account No: XXXXXXXXXXX

I am registered with you as a customer who needs special assistance. My partner has advanced dementia and lives in a care home. I need my home phone for the care home to be able to contact me. I live in the Highlands of Scotland so cannot rely on a mobile phone. The mobile signal is patchy and often non existent. I am 73 so may need the home phone for myself. When my previous provider - Plusnet - told me they do not do home phones, I elected to switch to you. It has been a long wait but Openreach connected me yesterday. But my home phone does not work. I can make calls but not receive them. The best your customer support could offer was that it may take a week to port the number and she would ring me on Monday (How if the phone cannot receive calls?) and give me an update. So I am left isolated as a vulnerable customer. My partner of 53 years may take a turn for the worse and the home will not be able to contact me so that I can be with him if the end should come in the next few days. This is just plain cruel. Do you think that is caring customer service?

And to add insult to injury my 'high speed broadband' is averaging 14Mbps download.

What - if anything - are you going to do about this?

Sincerely

S....... J......

In nearly 3 days after the CEO passed my complaint to one of their top teams Vodaphone have done nothing. So I emailed the CEO again :-

Dear Mr Taylor

Account No: xxxxxxxxxxxx

I emailed you two and half days ago and I understand you passed my email to your 'top team'. I thought I would let you know what they have done. One word. Nothing! I still have no reliable telephone. My broadband remains pathetic. I have broken off from trying to watch a film to write this. I have the rings of death on screen.

My previous provider - Plusnet - emailed me on Saturday to say the transfer will be completed on Tuesday. Five days after I was supposedly connected to you systems and I lost my telephone. Vodaphone have told me nothing. And clearly done nothing.

On Saturday my partner had a seizure while I was at the care home. He recovered in about 1 hour but the first 24 hours are crucial to see if this is a one off or not. As I am isolated due to the actions or inactions of your firm, the care home said they would send a taxi for me if he worsened.

Are you proud of how you have treated a customer registered as vulnerable with you? Maybe I sound tetchy but I hope you will understand I did not get a lot of sleep last night. Due to you!

Sincerely

S..... J......

Ben in Horsham store was really helpful when I wanted to buy a new phone… he went through all the options in a very calm way giving me plenty of options and advice. I’m moderately tech-savvy but his knowledge and manner really helped me make my choice.

There has been an outage in my area IV362SJ for 5 days now and Vodaphone appear to be doing nothing about it. They haven't told their customers what is happening or when the outage issue is due to be fixed. This is poor customer service at it's worst.

I took out a contract for broadband in 2024 and like another reviewer was offered an incentive; the incentive was 2 years free Apple TV. Unfortunately the link to redeem the gift wasn't delivered
When I raised this with Vodafone there was significant prevarication; although I asked for the link to be sent Vodafone said that Apple offer was no longer viable.
Fast forward and I decided to cancel the contract with Vodafone; I allowed the direct debits to carry on to end of contract and the new company made the transfer.
Out of the blue Vodafone asked me for £50+ for 'unpaid account'; Vodafone closed my online account so I was not allowed to check how the £50 bill arose.
Vodafone have subsequently asked 2 debt collection agencies to collect the 'debt'; I have asked Vodafone and the two Debt collection agencies to provide me with a final account so that I can check it. This seems to be an impossible request.
My summary of Vodafone staff is that they are unprofessional, untruthful, duplicitous and will do and say anything to avoid Vodafone having to pay out money.

I went into Vodafone's Manchester store on Market Street to buy a tablet to use for my business. There was one on offer- a Galaxy S10fe. It still is until June 23rd. I signed the contract, the chap went to the back and said sorry it is not in stock but we are expecting some in two working days. Fair enough, I said. It was May 11th. Today is June 10th. No sign of tablet.. just emails saying they will update me. The first in 4 working days, the second a further 4working days, the third said 10 more working days, as did the fourth. I complained. I was told it was being dealt with by executive complaints. I received three texts saying they would call within a two hour window. They didnt. On the third they called two hours after stated time window. Apologised but could tell me nothing. I asked for meaningful compensation. Just got another call. Could tell me nothing. It's not that I can't do what I do without it, but it would add value and I was excited to get my hands on one. Shabby shabby treatment and typical of the helplessness consumers often feel when stuff goes wrong. So called help desk or complaints departments are in reality a sort if punch bag with no power to fix anything.