i have been with vodafone as a Customer for about 20 years, with the same number I will add, in the last few years the customer service was diabolicical, i choose not to pay via DD as vodafone prevoiusly cannot be trusted to take the money when they should, and thus is used to pay by their portal throughout most of 2012 & 2013 this portal never ever worked it was offline or had an error, the telphone payment service was too painful to use , having teh money to pay the bil was never an issue getting them the money was! main isuse was back in july after a text mesage for vodafone threating to suspend my account due to none payment, at this time teh account was set up on a direct debit for about 6 months, any way i rang teh foriegn helples desk person ad vodafone and she told me after taking bank detail all wil be ok i stipulated and im stil waiting for vodafone to provide this recording that vodafone was advised if my service was disrupted again i would cease to be a customer dure to breach of contract which was accepted by teh vodafone agent, any way 2 days later my phone service ceased. after a very heated converstaion and taking about 20 mins just to get through to teh right person i was descied that i was going to leave vodafone and vodafone was going to let me leave, they also promised to send me a copy of teh contract which im stil waiting for, ther are also other issues to do with canceled insurance, wrong insurance which i can idd but wont add teh details here. In short as adised by one of teh Vodafone representaives as was advised this is best course. I wanted to leave Vodafone amicably without any extra cost, but now Freds are involved and added 15% to account Z Voda ref #8490120

Last year, having endured poor signal for some time and then receiving a clearly misleading marketing email in September 2014 that Vodafone subsequently refused to honour, I registered my intention to cancel my Vodafone contract. It was due to expire on January 25. Having subsequently received a call from the retentions team later in September, I agreed to a new contract on provision that I received an early upgrade of my handset and a reduced tariff. And so all was well again with better signal, and an early upgrade. However, on Sunday January 25 2015 at noon, my phone ceased to receive any mobile signal. Believing this to be an issue with my bill (I don't owe anything apart from my current bill, which isn't yet due to be paid) I tried to log into my account online to be told that my mobile number was no longer registered. I can only assume that the initial request I made in September 2014 to cancel my contract has been actioned despite my subsequent agreement to remain with Vodafone and renew my contract. This is not the first time this has happened, and the exact same scenario presented itself on my last upgrade also, and I was without phone service for more than one week. Normal customer service channels have been a joke, and they either don't understand or choose not to understand and are accusing me of cancelling and being in breach of my contract, which in utter muck, and trying to charge me the cost of the handset. I've since made an email complaint to the CEO office, and have a reference number. However, they insist on trying to call me on my wife's phone (which is also with Vodafone and is/was linked to my account) which I can't access as she works away. I've tried calling the direct line number they left me to call back, but I'm not sitting in another 30+ minute queue any longer, as I've tried three times already and I'm not getting anywhere. An email response to the original complaint will just trigger another reference number so little point in doing that. An absolute shambles of a company, and I'm regretting sticking around for another two years. The ombudsman beckons!

Hi, I have just come off the phone to vodafone on behalf of my partner, this was the 3rd time this week his phone has been suspended. Going back to the start, back in November he recieved a £500 + bill which I took hold of and spoke to a lovely gentleman in the team. Between us we came to the agreement of £100 a month to pay off the arrears. They took the £100 payment 31st December and everything was fine. Now comes January, the account has been passed to a collections agency and is now £700+ in arrears, how that figure comes about I cannot tell you but this is what they are saying. They have given us till March to pay the balance or his phone is suspended completely. I tried to point out we were paying the arrears just as was arranged, the plan was being stuck to our side its them that have not stuck to the arrangement, to which I was told it was only direct debited for 4 months, well if that was the case the £500+ in the beginning wouldnt even have been cleared so someone is lying here or has made a mistake somewhere. I just dont know how to fight this, for started the £500+ was extortionate but after paying £100 its gone up to £700+ rather then down. Any help or advice appreciated Thanks

Vodafone has ruined my credit rating for the past seven years RE: ACCOUNT NUMBER XXXXXX On or around the 28th of November 2008, I took out a mobile phone contract with Vodafone through an intermediary agent Dial-a-Phone. At the point of sale, I asked if my existing number could be ported over from T-mobile to Vodafone. The sales agent assured me that this was possible and that I should phone up Vodafone when I received the package and this would be done. After the phone was delivered, I contacted Vodafone to request my number to be ported, but I was told that this was not possible as it should have been done at the point of sale. Vodafone advised me to get back to Dial-a-Phone and have them cancel the contract and reissue a new contract. I did as I was told and called Dial-a-Phone, but I was then told that with Vodafone, porting could not be done. I then put it to them that they had mis-sold me the contract, as their agent assured me my number could be ported. They agreed to cancel the contract on the condition that I returned the phone and accessories including a Nintendo Wii gift which was sent to me. I returned the phone, accessories and gift to Dial-a-Phone as they requested. And I got an acknowledgement letter from them stating that I should contact my bank and cancel my direct debit and that they had instructed Vodafone to cancel my contract. I have this in writing from Dial-a-Phone. I cancelled the direct debit with my bank, but not before I was charged £90 by Vodafone. I phoned Vodafone and was told by an agent named Leon that this was the norm, but that it will be recalculated pro-rata based on my call charges and my account will be credited. In February 2009, I noticed that my account had been debited by Vodafone yet again, this time to the tune of £44.04. I called Vodafone (after no success at trying to contact Dial-a-Phone) and spoke to an agent called Sam who said he was part of the NES team at Stoke. He advised me to get to my bank and re-cancel the direct debit instruction. On the 11th of March 2009, not having received any credit from Vodafone, I called the customer services and was put through to Vodafone Collections Department and spoke to an agent named Garry. I explained to him what has been going on, and he requested that I faxed him the acknowledgement letter from Dial-a-Phone on fax number 01295815344. He promised to sort it out and I will be credited any amount due to me. He warned me that I may still get bills, but to ignore them while things were being sorted out. I sent the fax on the 12th of March 2009 and it was marked for the attention of Garry Collections Department, and the transmission was OK. I kept receiving bills which I ignored as instructed, until I got a letter from Vodafone on the 16th of June 2009, stating that I had defaulted in my payments and that I was owing in excess of £500. I was shocked and immediately called Vodafone at around 19:08 hours I spoke to an agent called Steve, who proved totally unhelpful and bullish and all he said was to pay the money and that there was nothing he could do. I asked him to reference my previous communications with Vodafone as there should be notes on the system. He said there was nothing written about the case. I told him this was corporate bullying and that I was going to take the case to the consumer protection section of Daily Mail Newspapers. Only then did he try to be reasonable, and even began to listen to me. Then the phone cut off (I believe he cut the phone off) and I tried calling back, but was told the department was now closed. It was past 20:00 hours. On the 21st of June, I received another letter, this time from a debt recovery firm claiming to be acting on instructions from Vodafone, threatening legal action if I did not pay up. In frustration and on the verge of tears, I again called Vodafone and after being transferred around between three agents in three departments, I was put through to Jessica, and after being on the phone for over two hours trying to explain. She doubted the existence of the letter from Dial-a-Phone, and if it existed, the authenticity of the document. She kept insisting we should call Dial-a-Phone and do a conference call to her to sort the problem out. This was not plausible and she knew it. I asked her to give me a fax number or an email so I could send the letter to her. She refused saying that the dept had no fax and she could not give out her own or her manager’s official email address. Upon further insistence, she gave me an email address for customer service. I asked if she had access to this email, she said no. This clearly demonstrates the attitude of Vodafone staff to the travails of customers. She said the people at customer service will deal with the matter. At which point I asked her if the two hours I had been on the phone with her amounted to nothing. She replied that there was nothing she could do. I asked if she could call them and tell them all that had transpired. The answer was negative. I asked to speak with a manager, to which she replied there was a 48 hour wait if I wanted to speak with the Manager. Anyway, I sent off the email to the address she provided, only to later get an automated reply from Vodafone that the email address was no longer in use. Upon further insistence to speak to a manager, I was then told the manager Michael Watson will call me the following day. He did call at the appointed time, but unfortunately I had a patient in front of me and apologised and asked him to call back, which he promised he would. I have not spoken to him since. I have called Vodafone repeatedly and luckily on the 6th of July, I got through to Leon who said he was going to leave a message for the Manager Michael Watson to get back from me. I still have not heard from him. Since then, I have gotten letters from Capquest, also acting on behalf of Vodafone demanding for money owed to the tune of £846.87.These letters have in the least been very distressing as well as embarrassing. I got a Lawyer to write to Capquest stating the circumstances and Capquest withdrew from the case, requesting we sort things out with Vodafone. At this point, I’d like to state that I do not have an existing contract with Vodafone and have not since December,2008 when Dial-a-Phone (the agent I took out the contract with) terminated the contract on my behalf. As at 30 of July 2009, I have spent over £90 on phone calls to Vodafone on this and I will be seeking compensation for my time, money and upheaval this has caused me. Vodafone went ahead and put a default on my credit account and stopped me getting credit for the past 5 years. I spoke with Experien credit Agency explaining the circumstances and Experian contacted Vodafone, but Vodafone insisted their entry was correct. However Experian agreed to put a note on the account stating the entry on the account was in dispute. Despite this note put on my credit file by Experian, I have had credit refused me over the years and it has become very embarrassing to say the least. I need help to get this sorted and for Vodafone to pay me the monies they owe me and compensate for the trauma and pain over the last seven years

Hi All, I have had a recent issue with Vodafone and I complained on the webchat to them. I have a Galaxy Samsung S3 and went to put it in for a insurance repair on the 04/10/2014. My account was being transferred to a new system so they couldn't do the repair. I tried another 3 times and still could not get my phone repaired. Almost 2 months later they still advised me they couldn't repair it and I still have a broken phone. I tried to complain on the webchat, I spoke with multiple people and finally "Doug - Team Manager" gave me one resolution to my complaint. It was to arrange for a postal repair, now, 2 months later, after having no phone. I did not accept this as my complaint resolution so asked for a deadlock letter, however the adviser on the webchat said they can't send that by email or by post to me. What happens now? If I don't have a deadlock letter I can't go through to the Ombudsman? Thanks

You would think that cancelling a contract would be simple enough wouldn't you? They insist on a months notice but it is a months notice, no more no less. My contract expires on 22nd Jan so I thought what with Christmas coming I would tick it off my todo list I was told that should I give notice today they wanted an early redemption fee and would cut off my phone straight away. Is it really that difficult for them to do what I want i.e note that I have given notice So bad I am seriously considering leaving Vodafone all together when my phone contract comes up for renewal later next year Rant over

Hi everyone I'm having problems with vodafone at the moment trying to Bill me £190.86 for getting a replacement of a brand new iPhone 6 plus that didn't work straight out of the box! I ordered the phone online on the pre order date on the 12th September and I got an email on the 19th September to say it was going to be delivered that day. I was on holiday in America when the package arrived but my parents were there to accept the delivery and just put it in my bedroom for when I got home on the 29th September onlyl or me to find it didn't work! I contacted vodafone customer service imidietly who informed me that they would get a new one sent out to me next day but never mentioned anything about charges or a 7 day returns policy so I presumed eventing would be fine and I would just be charged the £220 for the phone upfront and my usual Monthly bill, but Instead I got a bill through for £547! Cut a long story short Ive made 3 calls to Vodafone about this and everytime someone just says you didn't return it within 7 days so you have to pay the repair bill!? Surely that would be covered under apples warranty! The advisors I've spoken to just say I need to wait for a text within 48 hours confirming if the extra charge will be dropped and it doesn't happen! Reading vodafones returns policy online it says "How do I return a faulty product? We’ll help you sort out any faulty product as long as: You bought it from us It has a genuine fault If the fault’s covered by a manufacturer's warranty, fixing it will be free." Never mentions anything about 7 days and neither does any other section in there returns policy! They all say 14 days! Many Thanks in advance!

Hello, I have been suffering since I moved to Vodafone on 5th November, I just ported my number from Three to Vodafone, and its still not ported, spoken to 25 different people almost 30 minutes everyday since then, walked into vodafone store no resolution, infact, the most irritating thing they do a cold transfer, and I have to repeat my self so many times. Also raised an official complaint to Mark to askmark@vodafone....., just get a confirmation with a complaint number 8574855 but no resolution yet, i keep getting emails with a different complaint number 8576541, saying me to verify security checks and need to chat with customer services, when I chat with customer services they say they have no information about the email. I think it was the worst decision of my life to move to Vodafone, my number is not working, loosing business, affecting me mentally, so many people trying to reach me and dont know what else, Will Vodafone compensate? Customer service now says my number is showing as a Vodafone number but is not active on Vodafone(One of the agent also said, its showing up as a Pay Monthly number which is not but a number coming from Three), I have just spent almost 1.5 hour with chat representative and got my call transferred and spoke to 2 agents for 15 minutes, no resolution, 1st one said they only handle pay monthly and second one said systems are down, don't know how a company of such a scale afford have systems down during a weekday! Any suggestions/guidance/similar experiences/someone who can help? Would be greatly appreciated. Thanks

Hi, I've been a long standing customer of Vodafone on a monthly contract; roughly 13 years to be exact. The tariff I was on I was happy with - it wasn't expensive, the allowances were not high but I didn't use it much so it worked well for both of us; I rarely went over my allowances. I was checking over my bank statements a couple of months ago and imagine my surprise and shock to notice that they had increased the monthly contract service charge (the amount you pay each month regardless of how much your usage is) by a massive amount - roughly 480% and that this had been going on for quite some time. I contacted them to query this on 191 on 1st August 2013 and got put through to someone in India? (I've got records of all of the names, dates, times, calls and durations as evidence), I was on the phone for over 30 minutes to be told in the end that apparently they had sent me a text message some months ago telling me about the increase - I'd never received this. The reference number of the call was 1094456517 and I had to wait for a callback, the person that called me back reiterated the same. I wanted to take the complaint further and was told I'd have to be called back by an Operations Manager. I called cancellations to get my PAC as I'd have to be mad to stay with Vodafone with the new monthly contract service charge they wanted, and other packages were not competitive either - funnily enough this was the only point in this whole saga that I got to speak to someone from the UK who promptly issued my PAC! When the guys from India called me back I was doing grocery shopping and it wasn't convenient so we arranged another callback which unfortunately wasn't kept. I then emailed through the complaints section of the Vodafone website which promised that the complaint would go to the office of 'Mark Bond, Customer Operations Director' where "a team of dedicated customer relations specialists will look after it at every step of the process until it's resolved". I provided a description of what had happened so far, clearly requesting again that an official complaint be opened and a reference number for this be provided, a refund of the approximate amount or thereabouts that in excess of what I should have been charged on my original monthly contract service charge and a response in writing to my postal address. I then received another call from India basically again reiterating the same old story, again I said I didn't agree with this and wanted to open an official complaint, they need to put their final position in writing so I can go to the Ombudsman, I was on the phone for 16 minutes this time to be told that he needed to review the complaint with his manager and if I still wasn't happy they would then send a letter! I was pretty fed up by this point so I looked up the Direct Debit Guarantee - Vodafone had increased the monthly direct debit without informing me of the fact, so I found I was well within my rights to claim the money back through my bank which is what I then did. They could only claim the full amounts. I then received another email from India again reiterating the same old story, nothing about a letter! I replied to the email but changed the address to [email protected] as the bottom of the other email said it wasn't an actively monitored mailbox - this was on 18th August 2013, by this time I'd received all of the money back through the Direct Debit Guarantee so I informed them of this and invited them to let me know how much I should have been charged on my original monthly contract service charge before they put the price up without telling me, and I'd pay this and we could consider the matter closed. I had a auto response confirming that my email had been received and would be dealt with within 24 hours - I never received a response to date! Repeat, *no* official complaint reference number, *no* final position or 'deadlock' letter in writing - how can Vodafone get away with this?! I got a bill later on for the last couple of days I was with them before I transferred my number - this was paid later via Direct Debit as I'd left it active - I then cancelled my Direct Debit with them so they couldn't take any more money. They then sent me a bill on 19th September 2013, showing each refund I'd had under the Direct Debit Guarantee as 'Direct Debit payment rejected' and the date of the reversal. I've then had a couple of letters dated 23rd September 2013 stating I had a final bill owed and 30th September 2013 stating that if they haven't received payment within the next 14 days they may register my account as a 'bad debt' with a credit reference agency! Both of these letters are from the 'Head of Credit & Collections' with no email address or proper contact details just an 0845 number and a PO Box. I've just emailed customer services and Guy Laurence (CEO) this evening basically reiterating that I shouldn't owe the majority of what they say I owe, brief description of the issues and the fact they never seem to have opened an official complaint or issued a 'deadlock' letter. What is my next best course of action? Do I actually need to pay them and reclaim the money via small claims? How can they get away with treating a customer of 13 years like this! I feel like they should just completely quash this so-called bill, if not compensate me for my time they are taking up and the stress/inconvenience of it all! Thanks in advance, chaoticj.

http://www.telegraph.co.uk/finance/personalfinance/household-bills/11276730/T-Mobile-prove-you-suffer-blackspots-seven-times-a-day-for-refund.html http://www.dailymail.co.uk/news/article-2863122/Out-touch-Vodaphone-tells-customers-lose-mobile-signal-THREE-DAYS-pay-compensation.html If you're suffering network issues the two articles above are quite helpful in explaining how you can go about requesting compensation. If you're suffering network issues, then make sure you read through the terms and conditions on your contract before you request compensation, and as the article suggests you should attempt to compile as much evidence as possible when doing so. Taking snapshots of your mobile phone screen to show a lack of network coverage is strong supporting evidence for example. Remember - it's no good suffering from no signal for months before you report the issue to your provider. In many cases, if after you've reported the issue to your operator on several occasions and they haven't rectified the issue then you can actually seek to cancel your contract as per the operators own Terms and Conditions.

Hi Guys Will put the Vodafone Ref Shortly. Have a contract with Vodafone. One of the lines was recently taken out and a Galaxy Note 4 was supplied with a number that ive later found out was a recycled number. I got my bill today and ive been charged £19.99 for a unlock code I haven't requested. The IMEI number given was an Iphone, I later found out this was the previous account holder to that number. CS gave me the name of the person who did this... Mohammed (The previous account holder) I have a question. Vodafone says if the details dont match then they wont process the order. They say it was done very recently. With that in mind, why was I charged? Why did you process this? Why did you give me the name of the Person who did this? This account was cancelled almost 3 months ago and your careless has breached the Data Protection Act...

Like so many others, I am having trouble porting my number to Vodafone. I have moved from Virgin to Vodafone. My Vodafone sim allows me to make calls and use the Internet but I can't receive calls or send/receive texts. I've contacted customer services who have said exactly what other people with the same problem have had said to them i.e. I will put you through to the porting team who confirm that my number is with Vodafone but all of 'the files' associated with my number have not been transferred. They say we will raise this with our 'back office team' who will contact Virgin. My Virgin sim went dead on the last day of my contract but interestingly, it has come back to life and I can now make and receive calls, send and receive texts and use the Internet. Not sure how they're going to bill me for this. I've been using mobiles for 16 years with the same number for the majority of this. I've ported many times before with no problems. As a first-time customer with Vodafone, this is a poor introduction. I would be grateful if Lee from Vodafone could help out.

Hi there, I have read some useful posts here, therefore, i followed the instruction and sent Vodafone an email already regarding my problem. basically, something happened 5 years ago with Vodafone, (after yesterday lots of conversation with vodafone customer services, online chat, according to the customer services, there was early termination fee imposed on my account, but i have been moving around of course, didn't receive any letters from Vodafone to say the outstanding balance and so on, so it has been overlooked.) Now, i am applying mortgage to buy my first home, i checked my credit report with Experian and Equifax, everything is fine. but my mortgage in principle with Barclay has been declined, due to a default, and my broker asks me to run a credit check with Call credit, which i did, and then I just realize i have a default with Vodafone on my credit report from Call Credit. the default started from 2009 Aug, it is already more than 5 years, but i can't just wait until Aug 2015 to apply a mortgage. after yesterday many conversation with different people from Vodafone, i have cleared the outstanding balance with my account with Vodafone. i know once this goes through, it will show satisfied in my credit report and so on. However, it will still look no good when i apply mortgage. I can see Lee from Vodafone has been really helpful in here, I am just wondering if Lee can look into my case, i can provide my account number and everything, and as a gesture of goodwill, the default can be removed from my account. I look forward to hearing any suggestion and advice. Many thanks Sisi

I've seen some posts on stolen phones abroad and massive bills. Please help someone... My scenario: I had my phone stolen in Spain and some criminal gang used it to make 369 phone calls (sometimes simultaneously) to Serbian premium numbers before I was able to report it stolen. This has left me with a 6.2k bill which I received on 16 Oct (the calls were made on 27/28 Sep). Not surprisingly this freaked my out as when I reported it stolen the rep told me that there was no suspicious activity on the account. I immediately called Vodafone and the rep I spoke to advised that this was obviously fraudulent activity and that he would have the charges reversed. I received multiple assurances that I wouldn't be charged and that he would send me a confirmation email (he wanted to send a text, but I wanted it in writing). Phew, I thought! No email for a few days and so I called back on 20 Oct to find out what was going on and boy oh boy had their attitude changed. Not only had they refused to acknowledge the contents of my prior call but also refused to acknowledge that any type of fraud had taken place at all. The "you are liable for all calls up until reported stolen" line was being regurgitated at will. The calls over the last few days were basically me pleading with them to explain how they did not notice such high call volumes and take no action whatsoever. I had made 12 voice calls in the whole of September, but 369 calls over a 30 hour window didn't raise any flags?!? I was told repeatedly it takes more than 24 hours for the systems to update. Then the breakthrough that exposes this myth of "not knowing" they seem to perpetuate. I kept referring to the incident as a fraud and one of the many reps I had spoken to replied (prob out of frustration), "it's not fraud, your account was checked on the night of 27 Sep at 23:40 (12 hours after the calls began) due to suspicious activity and it was decided that no fraud was taking place". This was re-confirmed by a supervisor 3 hours ago. In other words, they have the technology to identify suspicious activity, they just don't feel like acting on it. When I pushed the supervisor on the duty Vodafone has to assist or act in the customer's interest when this type of activity is occurring I got a response that pretty much sums up their whole attitude, "Sir, show me where in our T&C's it states that we should act in the manner you are describing". Now the threats of debt collectors and credit scores have started. The only thing they said they would do for me is offer a payment plan over 6 months (as this was an exceptional case). I find myself moving between anger and anxiety constantly now... How do I fix this??? I'm so close to having a deposit to buy a flat after years of saving. This whole episode looks like ruining that dream...

Hi there, I would appreciate help and advice on the following matter (please see below). For over three months now, I have lost signal at my work place. I am unable to receive or make calls from my mobile phone. This is not only frustrating but is very disruptive. This problem with the loss of signal has only occurred recently as I used to get full signal on my mobile phone for the last 7 years that I have worked here. I have now phoned many times and have also written a formal complaint letter to Vodafone. To summarise, Vodafone has confirmed that they are having issues in the area which is affecting phone signal and are not be able to give me an exact timescale as to when the issue will be rectified. I am not in the position to wait indefinitely for Vodafone to rectify their issues. From my point of view, I have been paying for a contract for which service has not been provided. With this, I have asked for my contract to be terminated however have received a reply saying I will be charged an early termination fees of £193.00. If Vodafone are unable to provide me with a service, surely they should provide a refund on my monthly bills that I have paid for the months that I have not been able to use their service, and to waive the early termination fees of £193.00 so I can move to another provider? Has anybody else been in a similar situation? What is your advice please? I have also emailed Lee [#8437881] - but have had no response. Thanks in advance for your help/advice.

Hi, Looking for advice, im having a nightmare with this company . I took out my first contract phone on the 4th of October 2014 and in the second week received bills from four other mobile networks billing me for phones i havent had ? I contacted them and had them stopped but Vodaphone have not been helpful at all , is it not their fault my data was released ? my credit score must be affected surely . Im also in the process of disputing my second bill as its gone from £27.00 which actually should be £22 but they said the first is always a bit out ?? this month they are trying to bill me for £76 saying ive been calling 0844 number which i certainly have not . I am only on my phone 5 mins tops to check on kids in transit and thats about it but am getting no joy on either topic. I cant afford to keep a contract thats less than two months old with this happening . So stressed and dissapointed in the whole situation . Sorry if ive not posted in correct place.

Hi. I received a text yesterday saying "O2 pay monthly customers only: Upgrade early and receive a free apple ipad. Limited stock - 1st come 1st served. call now on*******" I normally ignore these sort of texts but occasionally O2 will come up with offers that take my fancy. The free ipad caught my eye and I believed that it was O2 who I'm with. I rang the number, guy explained that the company was Onecom and that they work as agents for Vodafone, Orange and O2. On this occasion they were working for Vodafone. He went and checked if there were any ipad's left and yes they were only 3 left. Long story short, he already had all my details, new when my contract was up and new a great deal actually. They had calculated the amount of money that I would have to pay to O2 to terminate my contract early. They were even able to connect me to O2 to get my pac code and then resume the call. The deal; They pay the early termination fees for leaving O2, new phone( Nokia 500), new ipad mini, 22 month contract, some virtual line thing where people can call me for the cost of calling a land line free of charge, keep my number, unlimited calls and text and £36 per month. Has anyone heard of these people or had any dealings with them. We've signed up as it seemed kosher. They answered all the questions and there was no hard sell but, I'm a little nervous as I've not heard of them before. They say that they would be managing the account on behalf of Vodafone. I will just sell the new phone as it's not as good as the one I have so not bothered about that side, the ipad will be a xmas pressie. There is very little on the internet about this company. Just did some more digging and it seems that they used to be called Premier Telecom and their a platinum partner of Vodafone. http://www.onecom.co.uk/ Cheers

Okay, for about 6 months or so there is constantly maintenance work happening with the service and the 3G service is usually about 0.2mbps which is terrible. I was on the webchat again today for what is about the millionth time since joining in January (exaggeration maybe but you get the point ) Today, the advisor actually admitted there is a network problem with half of my postcode ; actually confused how half the postcode can get coverage yet the other half have issues. Nevertheless the advisor then offered a penalty free cancellation if I returned the device to them. The problem here being I changed my handset on my own accord and the one I actually have is not the one I got through the deal. I was therefore offered £5 off my deal because of the lack of internet services being available. I've been promised many phonecalls from a manager to discuss this however none of these calls have materialised! Do you think this is an acceptable offer? I'm not an unreasonable person ; I just want a service that works and is reflective of the level of service they advertise on their website

Hi, My son visited Spain recently and unbeknown to him, his phone was stolen. He simply thought it was in the apartment and didn't realise it had been stolen until he started to pack for the UK. The phone was duly blocked but it now transpires customers are responsible for all calls made until the phone is blocked and not from when it was stolen. My sons bill is around £1,888 for the stolen calls, just over 400 of them which Vodafone are insisting my son pays or they'll pass onto a debt collector and mark his credit rating, which means he'll be financially ruined for the foreseeable future as he simply doesn't have the money to pay for the stolen calls. I asked Vodafone why they don't block phones with unusual behaviour overseas (as the banks do) and they said they don't always receive data from overseas mobile companies for sometime after the event but I don't understand this as they've confirmed they sent my son a text to alert him he was about to exceed his UK Plan - his partner (the main account holder of 12 years) had opted him into a package called Euro Traveller allowing customers to use their UK Plans when in Europe, it sends an alert text if a customer exceed their plan. This means they can see what's happening in real time or they wouldn't be able to text customers. My sons monthly bill is around £26 per Vodafone against this bill of £1,888 for the 406 calls made which is definitely unusual behaviour. I've checked The T/C's for Euro Traveller and it doesn't have anything about customers being liable for calls up until they report their phone stolen, not even in the part called 'Please be aware'. The contract expires at the end of July but Vodafone won't release the PAC code for my sons partner as they say this is classed as 'one account' and there is still an outstanding bill. If it's 'one account' shouldn't they have sent a text to both phones? Vodafone told me it wouldn't be fair to other customers if they waived these charges but I've found a lot of similar cases on various forums and in newspaper articles where they have waived the charges for customers who have large bills due to not realising their phones had been stolen. One of these (Guardian) dates back to 2010 and so this isn't something new by the looks of it. The first three cases I looked at totalled £14,000, all of them waived. Can anyone help please? Vodafone have placed the account into deadlock now and we have until next Wednesday to try and sort this out. Any help or advise very gratefully received. Many thanks,

Weekend in Amsterdam, very nice time. A couple of day's later get a text message from Vodafone with a note about unusual account activity. Between 07:10 and 07:21 there is data usage and a charge from Vodafone of £600 £600 for 11mins OMG I contacted Vodafone who were, and still are, unhelpful. Conflicting advice. First guy, Gareth Gomez, in Cape town said he would refund but couldn't find a manager and would ring me back in 30-60 minutes. Guess what?? Second lady, Jo Fernandez promised she would get Gareth to ring back when he came in today and before 11.00am, guess what?? Third Lady Emma was just plain unhelpful. Forth lady, Carter in Johannesburg, promised a call back from a Manger today, so far, guess what?? In the meantime I've contacted the Vodafone Rep on here Lee, filled in his contact form with the Forum Code and asked for a call back.................... Guess what?? WRT135 - CAG [#8064581] Maybe the Vodafone people can't make outgoing calls, now that would be funny! So, I'm expecting a massive row with Vodafone which will get all nasty and very public. I've not had a really juicy consumer fight for ages, watch this space. Hammy

Hi Team, I bought Xperia Z2 in March 2014 which is when it came out. I have been a HTC user prior to that. Phone build quality and functions impressed me for first few weeks and then it started dropping calls. Being Techie, i have done factory restore, latest software update, Tried that SIM into different phone to provde its not SIM problem and etc. And finally it was a phone fault. Went to Vodafone shop with the problem as Intermiatan network dropping while call is going.. Vodafone Team logged this fault and sent it to Repair Centre which i think was their Repair Centre - not Sony's. Phone came back in a week Time and Report was written saying - the reported problem has been fixed and latest software has been upgraded ! Being satisfied with that service i took the phone back and then put back my own stuff on it- like emails and etc etc. Started using it from then and again it gave the same problme of Network Dropping in Oct early days. This time, to shows the evidence i have captured few screenshots using the third party Application so that someone can seriously investigate on the problem. Pleasee see my attachment here. Unfortunatelty Shop Team cant send mye evidence to repair team as there is no any mechanism to send and they says they mentioned my fault on the repair case and repair team will see it and then they will surely fix it. Phone came back within 3 days and as usual i started using is- put my all data on it and again it started giving me same problem - network dropping intermitantly. now i know if i got to the shop -same story will repert - phone will go in repair and then i will need to transfer all my data, phone will come back with some fix report and possibly fault will go forevere. Being on 24 month contract, this is absolutely embarassing and i do not want to spend my whole life taking my data backup - sending this phone in repair every month - wait for repair - put my data back - and then same problem. I tried this method twice already within first 6 months of my contract. I am looking for the solution either from below which Vodafone team is not ageering with. - Allow me to break the contract and go for any different phone as Sony Xperia Z2 i got no trust at all. Basic all drop problem is not at all acceptable for any phone . Especially a premium type phone - Take this device back and offeer a Brand new Xperia Z2 if you think that Z2 hasnt got know problem but possibly only my phone has got some problem. Kindly note, all the test i did was in the area where i get full network coverage so do not blame the network. Also i tried the same SIM in different phone various times to prove its not a SIM fault or network Fault. Its definately a Device Fault. Please help to get this resolved.

I am getting calls I didn’t make on my Vodafone bill for the last three months. The calls are all in the same number range. Only the last three digits are different. They are not in my call history and I do not recognise any of the numbers. I download my itemised bills into Excel every month and cross reference them to a list of numbers I keep updated in another Excel spread sheet. I can identify every number on my bills except for these ones. I have reported the issue to Vodafone several times, have spoken to several people about it and gone through all the escalation channels. They say the itemised call data comes directly from my SIM so I must have made the calls. They have given me several excuses none of which explain this: The SIM could have been used in another phone – it hasn’t, the SIM has not been removed from the phone since I bought it The calls could have been made by friends or family – they weren’t, I am single, live alone and never give my phone to anyone, apart from which, they would be in the call history The calls could have been made by accident whilst the phone was unlocked in my pocket or a bag – almost impossible that it could accidentally dial several different, valid phone numbers, multiple times, over three months, whilst in my pocket or a bag and then, the calls not be in the call history The call, history entries could have been manually deleted – they weren’t, I have never touched the call history and no other calls are missing I pointed out the flaws in their excuses to all the people I have escalated this to and they just stone walled me with the catch all statement that the itemised call data comes directly from my SIM. So I must have made the calls and there is nothing more they can do. I think my SIM has been hacked and someone is using my SIM details to make SPAM calls from another handset. Either that or an app is dialling up these numbers but I do not know of any app that makes calls and does not put them in your call history. Perhaps I have some malware on my phone? It’s a Nokia Lumia 1020. Since Vodafone have point blank refused to investigate the issue and are adamant I made the calls, where do I go from here?

29th September: Vodafone sends a text message saying there is unusual activity on one of my accounts. Gives number to call. Call Vodafone number quoted. They say our usual £400 bill is topping £2000 this month! Fell off chair! Ask for explanation so put through to billing team. Lady says actually it is now £5000+ and there is a week to go - but she cannot say why this staggering bill is winging its way to me. Nor which SIM card it relates to. I have to wait a week - this is £1000 a week so I don't want to wait but there is nothing they can do!!!!! Checked all phone numbers and excess adds up to about £150 which is usual. Not £5000, but Vodafone cannot tell me where the problem is. I have to wait over a week!!!! I have taken SIM cards out of all handsets, iPhone and dongle so they cannot get used. Advice from Vodafone - wait a week or more for the bill to land on my desk! They stuffed me for over £1000 once before like this. They were definitely in the wrong but they threatened legal proceedings so I had to pay. I am not going to take this one lying down - I will see them in Court!!!

Lee; As below: 8080446 / 8080445 This is mainly an internal issue which im very keen to understand as it involves Vodafone Wallet etc CAG Team; I will explain more at a later date

Hi,I was a Vodafone customer prior to 2006 and have been with Three since. In March 2014 I started to receive Vodafone bills for a contract I never opened in my maiden name and sent to my parents address, which I haven't lived there for over 10 years. After 6 months of speaking to several customer reps on the phone (a couple had said the matter was resolved but it wasn't true) it has now affected my credit rating adversely.In August a manager at one of the Vodafone stores had managed to establish that the account was re-opened as result of a system error at Vodafone and is not a fraudulent account. I have this all on email and was advised to call Vodafone's customer services to have my credit rating reversed.I have tried several times to contact Vodafone- by phone, email and letter. I am unable to talk to any one regarding this due to the following reasons:1) Not passing security details- As Vodafone re-opened the account in error without my permission- the security details they set up doesn't match mine.2) The customers reps cannot find the account or are not allowed to touch it! This issue is the fault of Vodafone and I have spent alot of my time the past 6 months to investigate the cause of this. The customer service is appalling and it seems if they don't know how to help they will lie to you to get you off the phone. I've had many empty promises made that this will be investigated and resolved. As I have evidence that this issue is the fault of Vodafone and they have given me a false credit rating- they should be resolving this. I have tried everything I can and not sure what I should do next. Only Vodafone can reverse this mark on my credit rating. Any suggestions?ThanksSlo233