@vodafoneuk Urgent Vodafone help please

[sharpc]

I have been with Vodafone for quite a number of years now and I have on contract an iphone 5 an ipad and an ipad mini. I even referred all my family members to join Vodafone (hmm hindsight is a wonderful thing isn’t it?).

 

I started a new job back on the 13th May away from home (but only 40 miles away) and from day one my devices were showing 3G coverage but no internet access was actually available and with regards to my phone, I couldn’t make or receive calls either!.

 

I rang Vodafone who advised I went through the normal resetting of the devices etc etc. Nothing worked so they advised I went on to the eforum to post there about my issue. This I did. I had a response to say “fill in the appropriate form” which again I did. I was then told that the engineers would look into the matter and give an update. A few weeks later after asking for an update and not getting a response apart from “we will check with the engineers”

 

I phoned customer services again. I spoke to this Scottish lady who, without going into details was very very rude to me and I ended up having to tell her I was hanging up because she had upset me so much. The next day I went into my local shop to complain and had to go into detail again about the problems I was incurring. The lady in the shop was helpful and proceeded to give me a new SIM card for my devices to see if this would help. After the recommended 24 hour wait – still no change. I was then told to turn my 3G off on my phone (this cannot be done on the ipads) so that I could use 2G. Ok this worked with regards to making calls, however the 2G internet was agonisingly slow, i.e. was taking about 20 minutes to bring up one web page!!!!

 

So now it has been 11 weeks since the problem was first noticed and after numerous posts asking for updates all I keep getting is “we will check and update” Surprisingly no updates follow.

 

Now my request is that I want to cancel my contract with Vodafone as I feel as though they are not providing the service I am paying for. I am paying over £100 per month for what? Nothing!! My ipads are basically dead paperweights (as you cannot turn the 3G off to use the internet) and my iphone will only receive calls if I turn off my 3G.

 

Please can someone advise what I can do about cancelling my contract. I am absolutely astounded with the lack of communication from Vodafone (considering they are a communications company) and I can’t take the chance of not being in contact when I have elderly parents that need to contact me in the case of an emergency.

 

I don’t want the usual “we’ll give you a days refund to make you feel better”. I want out of the contract immediately so that I can go to another communications company where I can get what I am paying for.

 

I look forward to some help here.

 

Many thanks and kind regards

[freeecyclist]

Whaever you do....keep a written record of everything. Prefer to send emails and written letters so you can always fall back on to incase Vodafone awards you with bad credit.

 

Seems you were mis sold a contract based on the fact that their services arent the ones you signed up for, so should be straightforward to get out from. IMHO.

[locutus]

Coverage is never guaranteed, nor is it part of the contract.

 

Try Lee the resident Vodafone Rep

here

 

see if he can offer some insight or help with this

[sharpc]

Registered: ‎21-09-2010 .‎01-08-2013 02:39 PM Re: BS1 - Bristol - 3G.Options

 

I have just spent the last 1 and a half hours on the phone to Vodafone. It goes something like this.

 

1. Try to get through to cancellations - get put through to customer services instead. They won't put me through to cancellations until I explain exactly what the problem is. Refusing to go thorugh it yet again with them but being told "unless you tell me I can't put you through". So having no choice whatsoever going through the long story again just to be put through!

 

2.Eventually get put through to cancellations (and having to go through the whole story yet again!) who tell me they cannot cancel my contract as I am mid-contract, unless I want to pay at least £1000 termination fee unless there is a note on the system saying otherwise and the only way that can happen is to be put through to a manager who would need to put on the notes that the contract can be cancelled without any penaltiy. I could also send a complaint through their website as well. Ummmm check my notes - this has been done twice now without any response whatsoever even though they promise a response within 48 hours!!.

 

3.Get put through to a manager (or so I thought) (having to go through the story one more time!) but only to be told he was actually only a senior advisor. Being told that they need to look at the notes and would have to ask technical what is going on - so put on hold.

 

4. For some reason call gets put through to the technical team who want to go through the "reset and reboot" options - errr check my notes (again) - been there - done that numerous times!! Cannot help me further so tell me I have to go back through to cancellations.

 

5.Get put through to cancellations who tell me "you've already spoken to us! - you cannot cancel the contract as you are mid-contract. However you can go through to technicel to escalate the call to a manager Huh?????? The only other option you have is go through the buy-back option to pay for the termination fee. Ok - this is sounding better. Oh but you would only get £200 for the phone and £100 for the ipad. Ok so how much is the termination fee again - £1000!!!!!!!! WTH!!

 

As I only get 45 mins lunch and by this time have been on the phone for 90 minutes I thought I would get the sack from my job so told them I would call back tomorrow - how long for this time?

 

Will someone from the Vodafone team please help me - I am at the end of my tether. I need this sorting NOW.

 

Please get a manager to call me as a matter of urgency to tell me I can cancel my contract with no termination fee. You can have the devices back - I don't want them anymore!!

 

I just want OUT now!

[clarkywrx]

You seem to be suffering exactly the same issues as I am. I've been going through this for 3 months now and all I get is "We'll check with the engineers" !

 

I'm absolutely sick of Vodafone now and I'm doing my best to make sure everybody knows how bad they are. They don't care that you aren't getting the service you're paying for and will give you nothing to help the issue !

[Lee Vodafone Company Rep]

Hi sharpc,

 

I'm sorry to see that you want to leave us following the difficulties you've recently experienced.

 

As I've received your email I'll get this followed up with my colleagues on the eForum and get back to you as soon as I can.

 

Hi clarkywrx,

 

I'll pick up your query here in a moment.

 

Kind regards,

 

Lee

 

Web Relations

 

Vodafone UK