Matt was indeed going to handle this personally, but he’s not in at the moment so Kirsty’s about to call instead. Ring ring… 🙂

Initially one of your colleagues, Matt, phoned and said he was taking personal resposibility to get it all sorted. He gave me his email address. It’s going through to voicemail on Dominiques number because her phone is knackered.

I emailed Matt earlier telling him as much and giving him the office number. I’ve no idea who Kirsty is.

It’s under the contact link at the top of this page – 020 7403 0101 or 0800 848 8301 – don’t call the 0800 number from your mobile though, you’ll get charged for it : )

We’re still really desperate to fix this all for you! Kirsty’s been trying to call today as discussed, but keeps getting voicemail? We’ll keep trying…

Tom

Web Relations Team

Vodafone UK

I was with Vodafone for years and then realised that the supposed good deal I was getting was not one at all, added to which the signal around North Wales where my extended family live was crap, and according to my family still is. And the signal in my house in Cardiff, where any other provider seemed to be fine. Added to which I experienced quite a few “down times” with no service, even when I had paid for a triband service, done all the right things before I went to the US and then found that Vodafone would not give me access to my service over there as they had not set it up properly, and because I was in the states would not verify me away from the uk, even though I had spoken to them at length before I left. So after quite a few years I have left and now use a provider that I find ok for my useage and a good signal in 95% of the areas I travel too, both here and abroad.

On another note. The A449 in South Wales is still a blind spot for all providers. Cant someone put a mast up there.

Avril 🙂

Switching mobile phone providers can be a bit fraught – see post on my blog – but the process works, at least for personal customers. Good luck with finding a new provider!

Just to let you know, anyone with any outstanding issues can now contact the Vodafone UK Web Relations Team directly at webrelations@vodafone.com, so if you’d like help, just email us your mobile number and an explanation of your query.

Thanks,

Thomas Rushton

Web Relations

Vodafone UK

The butterflies, barn owls and hares more than make up for it though eh?

Shame really as I was all excited at the time but starting to think maybe it was a hoax and I haven’t won after all. Have spoken to ukbf people though and they are lovely and explained they are chasing it up.

🙂

@Sarah P – We live in North Norfolk with vodafone and can’t get reception at our house. Orange does work apparently and virgin.

I can see there are a number of you unhappy with service you’ve previously experienced with Vodafone.

I really want to help get this sorted for you all, and the best way for us to do this is for you to visit the eForum over at http://forum.vodafone.co.uk. Just register, start a new thread explaining the issue you’re experiencing and we’ll be along as soon as possible to help out. Just a heads up, anything account specific will be removed and then we’ll contact you by email to resolve it as we can’t discuss private matters on the eForum.

I promise you we’ll look into each individual case and do our best to resolve them, see you soon!

Thomas Rushton

Web Relations Team

Vodafone UK

Brilliantly scripted blog with a really strong message for the Vodafone’s and others of this world who think we are all just a number. Fair play to you!
I wish you every success with your new network provider!

In my opinion one of the best services out there.

Rachael (@rachaelblogs)

They’re a *phone* company and their primary means of customer service is the telephone and that’s where they’re failing big time. Different responses from different people and not implementing what they say they will (ie adding data packages, refunding charges)

The Vodafone team are on the vodafone forum 24/7 and will respond to everyone in just about the same way, no blogging required. as far as i know they are the only network that do this.

Hope you find a new supplier to treat you like the valued customer you are Duane 🙂

Yes, they gave me the old number of a presumably lapsed Vodafone customer instead of a brand new number – resulting in repeated calls and texts from various debt collectors looking for an “Alison” who studied at Northumbria University and owed them fees, not to mention endless spam texts from nightclubs in Newcastle for the whole eighteen months.

Yes, I had bills for seemingly random amounts. My £15/month contract somehow ended up at £25 for several months for no apparent reason. Various bits and pieces (text packs, data and so on) were added and removed from my bill without my knowledge. Money was taken not on the same date each month, but at a random point in time presumably picked for the convenience of Vodafone rather than me!

Yes, they somehow neglected to send me my final bill when I cancelled with them. The first I heard about it, the bill of approximately six quid had been referred to our old friends the debt collectors whom I paid as soon as I received the letter. Still, that “default” has made it difficult even now to obtain credit (or another mobile contract) despite having an otherwise clean credit record.

I’m now on pay as you go with (don’t laugh) Asda Mobile. Why? Because having tried a couple of other networks including O2 (who have brilliant CS) nobody can match the coverage of Vodafone, and Asda is just Vodafone in disguise but cheaper. On O2, I frequently pulled my phone out of my pocket to find “emergency calls only”. Don’t even mention 3. I hope Vodafone improve their service in the future – they have a great product (the network) and could be really strong if their labyrinthine customer service was streamlined.

I’ll be honest with you; If you think you’ve been treated badly by Vodafone, wait till I tell you what Orange are like 😉

Thankfully, I’m now no longer tied up to Orange… But I’m still waiting on the cheque they said they’d send me with my remaining credit they’re due.

Sad to see how you’ve been treated.

It will be interesting to see what Thomas Rushton can do. Keep us posted.

After the way I was basically fobbed off for my last contract renewal I’ll be leaving them. I wasn’t offered an improved contract, no change in price, minutes or SMSs, and a phone that was out when I last renewed my contract. The service is just no longer what it used to be and clearly they don’t value my custom. I’ll most likely move my parents at the same time.

I have been with O2 since the iPhone was launched (Yeah, I am an Apple fanboi!), I would love to tell you that I have had great experience with their customer service dept – but I can’t!

The truth is that since the iPhone launch in November ’07, I have not had any reason to contact customer services – Which I think says it all. My initial migration and upgrade to the newer 3G iPhone were both flawless!

Keep up the good work O2! (And Apple)

Thanks for your detailed account there! I’m disappointed to read about the experience you’ve had with us, and am here to turn this around for you. It’d be a shame for us to part company after all this time!

If you drop me an email with your name, mobile number and a link to this blog to the email address I’ve provided, I’ll be in touch as soon as possible to help.

Thanks,

Thomas Rushton

Web Relations Team

Vodafone UK

Plus my colleague that deals with them is threatening to quit over the stress they’re causing her.

@ Lou – their brand is what attracted me when I used to be a customer, there brand is now associated witha growing number of unhappy customers!

They think their ‘brand’ will keep them ahead of competitors(but even that changes every 6 months!). They need to learn that customer service is a HUGE factor!

I’m with O2 now, and not had any problems.

When I signed a contract, I was given an ex-vodafone customers number rather than a new one, and still to this day I receive calls and messages looking for someone called Mark.

My contact was £25 a month. At the end of the contract, I changed tariff and now pay £8.50 per month for almost DOUBLE the call time and SMS messages I used to get when paying £25 p/m.

Don’t get me started on their utterly unusable website or we’ll be here all day.

@Matt they used to send me several text a day, usually for the same thing over and over again. And I’d be texted repeatedly to accept system updates to allow access to services that I already had. I phoned them and told them to stop spamming me or I’d report them to Ofcom. The texts stopped.

They had the best deal at the time. It’s still a good deal. It’s PAYG and extremely cheap. However, there are two serious flaws:

1. I don’t get much signal. Anywhere. This is what we tend to call a “pisser” when the whole idea is communications.

2. They text me. Lots. To tell me about Happy Hour. Let me tell you my friend, if you text me twice dailiy to tell me about happy hour, the end result is NOT an increase in my happiness!

I used “real” Vodafone for a few years on the mainland. I fell out with them when I tried to close my account (same thing happened with O2, actually). They billed me for the remainder (fair) – to an old address which they hadn’t been using for billing for over 6 months (not fair), and then referred it to a debt collection agent (very unfair, since I hadn’t had the bill to pay – and the “debt” was approx £5 – insanity!).

Rant over. 😉

02 on the other hand were, and still are fantastic. Vodafone missed out, because we are an easy revenue stream in terms of we pay our bills without asking for a lot in return – 02 not only got the original order, we were so impressed we have added another 6 phones to our contracts, and had it all sorted and delivered and being used within a week.

@David Anderson – my dad had a similar offer and thats why he is staying with them, if they werent offering these deals then they would be loosing a lot more customers.