Vodafone Group レビュー 612

I'm waiting for my order for full fibre broadband to be installed and any contact with the customer service call centre has been awful. The advisors are pleasant enough but seems unable to really help if you have any issues or concerns. You are bounced about from advisor to advisor needing to repeat passwords, email addresses and contact details only to be told they can't resolve your problems.

Update, the last customer service advisor I dealt with was really good and explained clearly what she was doing.

Liars. Ordered a SIM card on 23/3 then get an email stating sim had been dispatched and a tracking number, adding that delivery would be 24/3. Rang up on 27/3 has sim had not been delivered, first guy dropped the call as he didn’t want to deal with it, second guy had no idea what I was talking about, third call young lady stated that the sim had not been dispatched and would not be until my number was ported, this is likely to leave me with no service over the weekend , over two hours on phone to get nowhere

My experience taking a broadband contract with Vodafone has been painful ! Firstly couldn’t order the package on line as just wouldn’t take my personal detail so lost my £150 gift card & other offers through Compare the Market. Finally ordered over the phone with a lovely agent but realise when checking my contract they had signed me up for the lower deal at the same price. They agreed to do the same deal for but not for £25pm it would be £31pm. It was now on line at £27pm. 1hr & 20 mins later I finally got the deal I agreed to in the first place but my installation date was now pushed back. I was already waiting a month for installation. Put on hold numerous times & told there was no manager available today. Through all this they were aware I had just had a bereavement & desperately needed the internet to work from home. Poor service, no confidence right from the start. Surely things can only improve from here !

25 minutes on the chat with the bot then a person only to give my name and literally get nowhere, I had to leave the chat for my own sanity

My phone was corrupted with viruses that were getting worse, after I had installed an app; I was advised (by an ad) that I needed. I visited the Vodafone store in Cirencester and Jess sorted the problem out in just a few clicks. I am unable to express how grateful I am, since I had thought it was going to cost me a new phone, or sim ; at the very least.

Absolutely horrendous customer service! I was almost in tears during the call at their level of complete incompetence. I had to provide my number five times as the person kept taking it down incorrectly. My issue is still not resolved and I am still waiting for a claim form to claim the £100 I was offered to switch my broadband from EE to Vodafone. Zero stars if I could and then another zero stars!

Ordered a new fibre service, router never arrived and openreach cut me off leaving us with no service, phone or tv

I first placed an order on 24th February and selected an engineer date - no one turned up, and I received zero communication. After chasing over two weeks after ordering, I was told they couldn’t find my order and suggested I hadn’t entered the order number properly… despite copying it directly from their own email. No ownership, no solution.

I asked to raise a complaint at that point and heard nothing.

With my contract ending and needing reliable internet, I tried again on 14th March. This time I received confirmation emails, which gave me some confidence - unfortunately, that didn’t last.

I asked for a callback at a more convenient time and was hung up on.

They called back over 2 hours later when I was out. I was then told my second order had been cancelled with no explanation and no prior communication

Trying to resolve it was even worse:
Live chat ignored me for over 13 minutes
Phone agent hung up on me

When I called again to raise a complaint, I was passed around instead.

I was told I’d need to place a THIRD order (and have a third credit check!) because of “system limitations.” I’ve already had two credit checks due to Vodafone’s errors - completely unacceptable.

To make matters worse, it’s incredibly difficult just to complain:

The online complaints form doesn’t work (“Bad Request” error)

No clear complaints email address is provided

I was told a complaint couldn’t even be logged without a manager callback

This creates clear barriers to complaining and is nowhere near the standard expected of an FCA-regulated company.

Iexpect if they reinstate or replace the order they won't honour the £90 Quidco cashback.

Overall: poor communication, disorganisation, wasted time, and zero accountability. I’m genuinely amazed a company this large can operate like this. I know a number of years ago they were fined for their level of service, it sounds like they're back to their old ways.

At this point, even if it does get set up, I have no confidence in Vodafone at all - I'd have to hope I never need to speak to them!

Vodafones outsourced customer services in Egypt and India have very little technical knowledge, many of them speak too fast, the Indian agents, particularly women and some men have such strong accents and poor understanding of English that makes them very difficult to understand. this leads to frustration and often ends with the query not being answered to the customers satisfaction. That is if they haven't earlier given up with the moronic robot phone questions and button pushing.

I have never experienced such dreadful customer service anywhere. They try to upsell , rip people off and truly don't care. Appalling

Tried to get an update via the online app, after taking 2 hours of my time the chat timed out. Reopened the chat and it took me straight back to the beginning

Rude, offensive, unhelpful, unintelligible, really the worst experience one could have.
4 hours of my disappeared.

OMG what a nightmare. Only wanted them to check my speeds as app not accurate and ask why my Sky tv drops from the network and I have to reconnect entering password and so on. I have already entered my account number through the disgracefully long option choices, but have to give it again when speak to someone. Then got cut-off, they didn’t call back and so I’ve had to go through the whole ridiculous process again. And the amount of security questions, ffs, you have my name, account number, address, email, phone number and secret code and yet you still have something else to ask me. No, I don’t know what the last bill was - other than too much as it’s not paid from my account. No, I don’t know the last two digits of the sort code - see reason above. No, you can’t send me ‘tips’ to my mobile as I don’t use the Vodafone mobile - partner does. Why does everything have to be so hard? Really, why? I’m not asking you for any secrets or sensitive information about my account, we are not discussing anything sensitive, just please HELP!!

Iam now seeking legal advice how this company has treated me .Was with them for under 3 years as we changed over to the fibre internet.Had nothing but problems from day one.Athough they tried to correct my poor internet they failed .Therefore over 13 complaints I had enough and left .They wanted £259 cancellation fee ,the company moved to were willing to pay it .I refused due to the 3 years poor service and they should be giving me compensation.Anyway I thought it was all sorted until I received dept collectors letters and phone calls .Not only that they have affected my credit score .I have never had a black mark against my name regarding credit.I just retired after running a business for 21 years .Spoke to 2 of the dept collectors and they dropped Vodafones claim against me and then another one popped up .How a company can black list your name ,harassed the elderly and they are at fault.Well am taking on Vodafone to highlight this as I can't be alone . Vodafone am going to name you and shame you .😡

Absolutely awful! Im writing this with 1 bar but keeps going to 0. They said we'd have Internet soon but it's been 3 weeks with no Internet and I'm fuming. They are awful at sorting it out. Don't use this one. EE is better.

Staff on the live chat spent 90 minutes setting up an upgrade and promising compensation for poor service and not letting me know my bill was going up by £10 a month then 3 hours yesterday genuinely actually 3 hours of my time not answering my question or cancelling my upgrade within the 14 day cooling off period ( the same afternoon). They passed me from one staff to another several times. They want me to message them again tomorrow to actually cancel it as their computer couldn't process the cancellation as it was passed the point of no return but would be able to do it tomorrow!

Vodafone has to be the worst customer service experience of any company. I frequently have to deal with 3rd parties and unfortunatley Vodafone business phones is one of them. There is never an instance whereby a new order or account assistance goes well. One the phone for hours. On live chat for hours. Orders not sent. Constantly trying to sell you other things rather than help you. SO bad.

The customer service is useless. I got a runaround more than once and finally my problem was not resolved. This after one hour.

20 year customer with BT. Their proposed new broadband cost for a new contract was detached from reality. We chose Vodafone as we wanted a fair price, reliable and fast read band. We have all three. Their customer service is hit and miss but you can see a company focus on getting this aspect right which is what we got. The app is a bit buggy still but doesn't provide some worthwhile features above the BT offering. The speed is 4-5 times quicker than the BT we had previously and at a slightly smaller monthly payment than our old BT contract. We had an internet booster included with the deal which has ensured no poor reception in the home with an excellent mbps download for the ev charger and car. No regrets here and a company id recommend to friends and family.

- Vodafone , full mark's for overall experience on my home broadband , from taking out the contract online to activating the hub , just a great experience ( 11 out of 10 ) , well done guys ✔️