Vodafone - no service since April and bad customer services/ Ref #11252476

[mysteriousmillie]

Hi guys, I will try to keep this brief and to the point but its been going on since April 2015.I upgraded to an Iphone 6 on 15th April, and pretty much straight away experience lack of service at home that eventually became ZERO service in my home or my street (good service and coverage with previous handset). I since then have regularly spoke to Vodafone, often through online chat about this issue.

 

The issue has spread that randomly anywhere I might lose signal. But the main problem is at home as I help run a boxing club and all my communication is done at night, its seriously affect my ability to do my job effectively.I have had 3 new SIM cards, factory reset, soft reset, taking the SIM card in and out, the phone was sent off for repairs came back no different.Still in regularly contact all this while with Vodafone. Apple said they couldn't find any fault with the handset recently.

 

I was told in the Apple shop that they have a lot of people come in with same issue who are on Vodafone with an Iphone 6 and they feel there is a compatibility issue with Iphone 6 / Vodafone Carrier Firmware. I was told this had been passed to Vodafone. I rang Vodafone, relayed this, the rep asked that I agree to send off the phone one more time, if the issue still wasn't resolved he would agree for me to have a different make and model of handset. I agreed to this. Off i trot to my local store on the Sunday (as agreed with Vodafone) only to find the shop shut for refurbishment and not likely to open for several weeks.

 

The next nearest one is 15 miles away. As I said I use for phone for my voluntary job but also my paid job, I cannot be without a phone so was not able to agree to Vodafone sending a bag out to me to be able to send it off for repair.Sunday I spoke to a rep called Yasmin who told me and I will try to recreate word for word what she said - that the iphone wasnt compatible with 2g so if at my home address I relied mainly on 2g and 3g then this would cause an issue.

 

I informed her that Vodafone had an obligation to inform me of then when upgrading and also told her the conversation I had with Apple - she then quick retracted what she had said and denied saying that there was a compatibility issue. She was rude and unhelpful and I literally ended up in tears at the end of the conversation.Vodafone said to me this week that they would credit my account with varying amounts the last of which was £25 to buy a basic handset, even though I told them I needed a Smartphone as I use apps for work.

 

There was no budging on their part for this.I have bascially been on online chat every day to resolve this issue. Yesterday I was told by a rep Minkesh that there was actually a fault in my area that would be causing this issues and had been for over 2.5 months so I asked to have my contract terminated without penalty delay so I could move to a provider that would give me service and my job would no longer be affected.

 

This was refused. During the online chat I asked for a buy out figure and also how many times there has been a known fault in my area since 15th April - the rep at that time Naresh said that I was entitled to an early upgrade - great I thought clearly this is their solution to my problem, nope! I was told that I would have to pay £897 which was reduced to £697!!! Wayne on the online Forum assures me there isn't an issue in my area, but Minkesh insists there is a fault!! lack of consistent information is extremely frustrating and all the time little old me is left in the middle with a phone and service that is useless to me but I am still paying for.

 

Now there are lots other conversations etc but I would be here forever if I typed over one up, but they are all in the same vein.Yesterday in sheer frustration I sent over a series of emails to Jeroen Hoencamp, Matthew Kirk, Phillp Humm and Johan Widbergh from the executive board, detailing everything that has happened, attaching some screen dumps and two of the online chats Ive had to endure! (5 hrs 13 and and over 3 hours on the other one).

 

I have asked them to allow me to terminate my contract early.No reply as yet, but any tips or bits of advice or if Lee sees this please help!

 

Thank you so much for reading this (sorry for the length).

Edited August 27, 2015 by citizenB
formatting for easier reading

[citizenB]

http://www.consumeractiongroup.co.uk/forum/showthread.php?213340-Vodafone-Webteam-for-Customers-With-Problems-**UPDATED-APRIL-2015-**

 

Follow the instructions in the link above - when you receive the reference number, come back here and pop it in your thread and Lee, the CAG Vodafone Rep will look in on you.

 

I am going to put some spacing into your post above. Caggers are all too willing to help, but they do so get turned off when they are faced with a wall of text with no spacing ?

[mysteriousmillie]

Sorry, I did press carriage return but for some reason it hasn't shown up, I agree though I would find it difficult to read through LOL Thanks for the advice off to do it now.Thanks.

[citizenB]

[mysteriousmillie]

Reference number is 11252476

[citizenB]

Thanks, I will pop that in your thread title.

[mysteriousmillie]

Thank you. Slight update, a manager just called me "Yay" I thought finally getting somewhere. Nope! They are still saying that I need to send phone off for repair AGAIN but now saying that they have no provision to offer me a loan phone even though they know i use my phone for work. There is no one in my network of friends or family that have a phone I could borrow (already looked at that option) so it means being without a phone which I cannot do due to my work.Also they have now informed me there is no known issue in my area! When I asked why their rep Minkesh 24 hours earlier categorically assured me there was an issue in my and had been since 10th June and it was still unresolved? They couldn't not answer me, in fact he changed the subject.I started to get upset (its been going on too long now) and said that I needed to terminate the call, I couldn't carry on talking to him.

[mysteriousmillie]

Update - I had a call from the Directors office last night. Long story short, after much apologising and admitting the customer services I received was appalling, I am getting a new phone tomorrow, totally different handset, £60 credited to my account, a phone call back on Tuesday to see if that has resolved the issue. The person I spoke was polite and very helpful. Fingers crossed that the new handset works!!

[citizenB]

That is really very good news indeed. I will leave updating your thread to resolved until next Tuesday, if you could let us know that everything is satisfactory please

[mysteriousmillie]

Hi guys, everything is satisfactory. The new phone arrived at the weekend, I have finally got all my contacts, photos and music transferred over and I can report have good coverage just about everywhere now. Ashley in the Directors office was brilliant, and from his point of view I received very good customer service. Thanks for your input guys.

[silverfox1961]

Hi,

Can I just say WOW! This is a first for me. Usually it takes Lee to get involved before any action takes place but he hasn't appeared on this thread. Well done to the Directors office as well.

 

I can only hope you are the first of many as usually (as you know) navigating customer services is a total nightmare.