Vodafone complaints rocket despite Ofcom investigation (Tesco has least complaints)

Everything Goes · 30-03-2016, 11:20

Vodafone have been the most complained about for a while so much so that Ofcom had decided to investigate them. Despite promises by Vodafone to fix it the level of complaints has sky rocketed.

Tesco on the other hand generated the least complaints followed by O2 and Three.

http://consumers.ofcom.org.uk/news/t...mplaints-mar16

http://www.ispreview.co.uk/index.php...s-q4-2015.html

prking · 30-03-2016, 11:51

That's an astonishing increase in complaints and the level of complaints is so high I had to question them. Vodafone has over ten times the level of complaints than Three or O2 and four times EE!

duffman25 · 30-03-2016, 12:30

No surprise Vodafone are worst network I have ever come across they steal from you lie promise things and then don't stick to it, some call center staff just hang up or swear at you and you won't get problems sorted.

clewsy · 30-03-2016, 15:26

Well done Tesco as I have always said how good they are.

What has happened at VF - that is some serious spike

moox · 30-03-2016, 15:28

It probably doesn't help that they've downgraded their CS operation.

Even if the phone jockeys were clueless, you could usually get someone who knew what they were doing by posting on their forum. Now it seems that they've taken the giffgaff model to the extreme by not even having the staff as regular posters!

LegendaryAced · 30-03-2016, 15:45

Quote:

Originally Posted by moox

It probably doesn't help that they've downgraded their CS operation.

Even if the phone jockeys were clueless, you could usually get someone who knew what they were doing by posting on their forum. Now it seems that they've taken the giffgaff model to the extreme by not even having the staff as regular posters!

Their customer service is not good and that is reflected well on the complaints increase.

Every time I needed them, it took ages to actually resolve the issue. Also, their forums are full of stories of people trying to find solutions without any luck.

Aye Up · 30-03-2016, 15:49

My own experience with Vodafone is the arse end of everyone elses, that being said I don't call up to query account problems I use the online chat. I rarely have any issues with them, they gave me an early upgrade to the S7, which one can't grumble.

Given this is towards the end of 2015 I have a feeling the situation with Three will change when the figures are released for this quarter some time in the future.

Stereo Steve · 30-03-2016, 18:36

Vodafone is a bit of a joke. I've got a PAYG sim with them and can't top up. They have NO data coverage where I live and the online thing just doesn't work. It craps out all the time. Waiting for EE to turn on 800 around here but now thinking I'll need to go back to O2 for my 'calling' SIM with 3 SIM for data. I did manage to top up the VOD sim once but that involved driving 10 miles to get a sniff of 3G and paying through paypal as the debit card thing just kept timing out.

That said, EE did try to relieve me of both my phone numbers (landline) last year and it was only a lady at Sky who got them back for me at the 11th hour. So, not impressed with them either. At the end of the day, the living wage should be £2.50 as that's what most people are actually worth in the UK at the moment. Bunch of lazy, uneducated, buck-passing fools living off the back of an empire and moaning about it on Facebook.

d0lphin · 30-03-2016, 18:41

It doesn't surprise me - I have had an ongoing issue with them since last October (to cut a long story short they released a PAC code without telling me the contract hadn't ended and there would be a charge) and I have just referred it to the Ombudsman as I have spent 8 hours on the phone trying to sort the issue as well as sending 4 letters. They have ignored my legal right to have a copy of the original call and have given me the run around every time I have phoned.
They have their own thread on the MS forum for complaints!

Everything Goes · 30-03-2016, 23:42

Vodafone are blaming IT issues....

http://www.bbc.co.uk/news/technology-35925146

packages · 30-03-2016, 23:52

That graph just doesn't look good for Vodafone does it?

Truly awful. IT issues or not. They don't even apologise in their response.

Thine Wonk · 31-03-2016, 08:09

So you're 10 times more likely to have to take a complaint all the way to the regulator than the likes of O2 / Three etc and that's despite all the fuss over what Three have been doing over the last year.

That's 6,500 complaint cases that Ofcom have had to run through in just 90 days? It takes a lot of effort to get an official complaint to them as you have to follow the full network complaints procedure first.

To put it another way, more complaints about Vodafone than every other operator listed in the chart put together.

corf · 31-03-2016, 09:20

Doesn't surprise me one bit - they have been a shambles for a number of years and its only getting worse. However they have finally decided to investigate in their network.

misawa97 · 31-03-2016, 09:33

I recently took out a contract on Vodafone for the S7 edge and had some nightmare conversations with the customer service team. Nobody really knew what was going on and it was shambolic at times.

The Live chat was a far more pleasant experience.

SkipTracer · 31-03-2016, 11:11

Strange Talkmobile has the least amount of complaints and yet aren’t they are owned by Vodafone?

red_snow · 31-03-2016, 12:39

Quote:

Originally Posted by Thine Wonk

So you're 10 times more likely to have to take a complaint all the way to the regulator than the likes of O2 / Three etc and that's despite all the fuss over what Three have been doing over the last year.

That's 6,500 complaint cases that Ofcom have had to run through in just 90 days? It takes a lot of effort to get an official complaint to them as you have to follow the full network complaints procedure first.

To put it another way, more complaints about Vodafone than every other operator listed in the chart put together.

Exactly ..... I'd love to know what the REAL # of complaints actually is!! I had several nightmares with VF in the space of 4 weeks only resolved by going to the "top". I didn't bother with Ofcom as I just wanted rid of VF ....... there are probably many more 000s like me whom eventually got things resolved without Ofcom!!

I would never go back to VF .... even if they had 100% geographical 4G UK coverage

Treelopper · 31-03-2016, 16:27

I've been with Vodafone for 17 years but cancelled earlier this year. My wife has been with them 12 years and had an ongoing issue with them since last October.
They cancelled her DD in error and then made her take out a new one, then they hit her with a late payment charge.
She's spoken to several CS ppl, all promising to refund it which they haven't done. She then wrote them a letter which they ignored.
She phoned them yesterday to cancel her contract, when they looked at her account they didn't even try to retain her. CS guy told her he didn't blame her for wanting to leave.

That's 29 years between us. Tara Vodafone & good riddance.

Everything Goes · 31-03-2016, 16:47

Quote:

Originally Posted by Treelopper

I've been with Vodafone for 17 years but cancelled earlier this year. My wife has been with them 12 years and had an ongoing issue with them since last October.
They cancelled her DD in error and then made her take out a new one, then they hit her with a late payment charge.
She's spoken to several CS ppl, all promising to refund it which they haven't done. She then wrote them a letter which they ignored.
She phoned them yesterday to cancel her contract, when they looked at her account they didn't even try to retain her. CS guy told her he didn't blame her for wanting to leave.

That's 29 years between us. Tara Vodafone & good riddance.

You are exactly the sort of customer that Vodafone relies upon. People who have been with them for years and wouldn't consider changing networks despite there being better and cheaper networks available. I doubt Vodafone's fortunes will change as they are still adding customers. There is a lot to be said for brand names.

Randomguy1 · 31-03-2016, 17:42

Quote:

Originally Posted by Treelopper

I've been with Vodafone for 17 years but cancelled earlier this year. My wife has been with them 12 years and had an ongoing issue with them since last October.
They cancelled her DD in error and then made her take out a new one, then they hit her with a late payment charge.
She's spoken to several CS ppl, all promising to refund it which they haven't done. She then wrote them a letter which they ignored.
She phoned them yesterday to cancel her contract, when they looked at her account they didn't even try to retain her. CS guy told her he didn't blame her for wanting to leave.

That's 29 years between us. Tara Vodafone & good riddance.

I had a similar experience last year with them it was ongoing for ages and I cancelled as well. I always thought of them as being a great company before that and would recommend them and remain loyal but they pushed me away. It's not worth fighting to be loyal to a company.

sweetstyle · 31-03-2016, 18:10

Quote:

Originally Posted by Thine Wonk

So you're 10 times more likely to have to take a complaint all the way to the regulator than the likes of O2 / Three etc and that's despite all the fuss over what Three have been doing over the last year.

That's 6,500 complaint cases that Ofcom have had to run through in just 90 days? It takes a lot of effort to get an official complaint to them as you have to follow the full network complaints procedure first.

To put it another way, more complaints about Vodafone than every other operator listed in the chart put together.

Can you give some advice on the whole precedure of putting a complaint to three?

GreenLantern · 04-04-2016, 02:04

Its probably to do with the fact that complaints put to Vodafone go nowhere. So people have no choice but to escalate them outside the company.

They are the only company I know in the UK currently that have offshored their executive complaints department.

I mean, who does that ?

Some of the stuff Vodafone do beggars belief. They're supposed to be the pinnacle of UK telecommunications and all they seem to do and have been doing for the past decade now is disappointing customers and "maximising shareholder dividends".

Useless.

Everything Goes · 04-04-2016, 09:21

Quote:

Originally Posted by GreenLantern

Its probably to do with the fact that complaints put to Vodafone go nowhere. So people have no choice but to escalate them outside the company.

They are the only company I know in the UK currently that have offshored their executive complaints department.

I mean, who does that ?

Some of the stuff Vodafone do beggars belief. They're supposed to be the pinnacle of UK telecommunications and all they seem to do and have been doing for the past decade now is disappointing customers and "maximising shareholder dividends".

Useless.

Happy days for shareholders then. Time for a champagne breakfast cheers Vodafone!

finbaar · 04-04-2016, 10:04

So the concensus of opinion on here and just about everywhere else I lurk discussing mobile telecommunications is that VF are terrible both for data coverage and CS. They are the network for old people who know no better, like my sister. So why is anyone on here signing up with them? Fair enough if they are the only network that gives you a signal where you live, but that must be rare, but for the rest of you I have no sympathy.

Randomguy1 · 04-04-2016, 10:06

Quote:

Originally Posted by finbaar

So the concensus of opinion on here and just about everywhere else I lurk discussing mobile telecommunications is that VF are terrible both for data coverage and CS. They are the network for old people who know no better, like my sister. So why is anyone on here signing up with them? Fair enough if they are the only network that gives you a signal where you live, but that must be rare, but for the rest of you I have no sympathy.

I had no problems with coverage in fact the 4G was very reliable but it's the systems they use and sometimes the customer service which is bad.

moox · 04-04-2016, 10:08

Quote:

Originally Posted by finbaar

So the concensus of opinion on here and just about everywhere else I lurk discussing mobile telecommunications is that VF are terrible both for data coverage and CS. They are the network for old people who know no better, like my sister. So why is anyone on here signing up with them? Fair enough if they are the only network that gives you a signal where you live, but that must be rare, but for the rest of you I have no sympathy.

Where they have 4G coverage, things are apparently much better across all technologies - 2/3/4G. Where they don't, it's like being in the 90s.

I'll still stick with EE or three until O2 and Vodafone have bucked their ideas up, nationally (they've still not done very much where I live)

30-03-2016, 11:20	#1
Everything Goes Forum Member Join Date: Mar 2002 Location: In the future.... Posts: 11,259	Vodafone complaints rocket despite Ofcom investigation (Tesco has least complaints) Vodafone have been the most complained about for a while so much so that Ofcom had decided to investigate them. Despite promises by Vodafone to fix it the level of complaints has sky rocketed. Tesco on the other hand generated the least complaints followed by O2 and Three. http://consumers.ofcom.org.uk/news/t...mplaints-mar16 http://www.ispreview.co.uk/index.php...s-q4-2015.html

30-03-2016, 11:51	#2
prking Forum Member Join Date: Sep 2002 Location: Weston-super-Mare Posts: 9,167	That's an astonishing increase in complaints and the level of complaints is so high I had to question them. Vodafone has over ten times the level of complaints than Three or O2 and four times EE!

30-03-2016, 12:30	#3
duffman25 Forum Member Join Date: Sep 2011 Posts: 489	No surprise Vodafone are worst network I have ever come across they steal from you lie promise things and then don't stick to it, some call center staff just hang up or swear at you and you won't get problems sorted.

30-03-2016, 15:26	#4
clewsy Forum Member Join Date: Mar 2003 Location: Midlands Posts: 2,860	Well done Tesco as I have always said how good they are. What has happened at VF - that is some serious spike

30-03-2016, 15:28	#5
moox Forum Member Join Date: Oct 2004 Posts: 14,645	It probably doesn't help that they've downgraded their CS operation. Even if the phone jockeys were clueless, you could usually get someone who knew what they were doing by posting on their forum. Now it seems that they've taken the giffgaff model to the extreme by not even having the staff as regular posters!

30-03-2016, 15:45	#6
LegendaryAced Forum Member Join Date: Jun 2015 Posts: 125	Quote: Originally Posted by moox It probably doesn't help that they've downgraded their CS operation. Even if the phone jockeys were clueless, you could usually get someone who knew what they were doing by posting on their forum. Now it seems that they've taken the giffgaff model to the extreme by not even having the staff as regular posters! Their customer service is not good and that is reflected well on the complaints increase. Every time I needed them, it took ages to actually resolve the issue. Also, their forums are full of stories of people trying to find solutions without any luck.

30-03-2016, 15:49	#7
Aye Up Forum Member Join Date: Mar 2001 Location: North West Posts: 4,885	My own experience with Vodafone is the arse end of everyone elses, that being said I don't call up to query account problems I use the online chat. I rarely have any issues with them, they gave me an early upgrade to the S7, which one can't grumble. Given this is towards the end of 2015 I have a feeling the situation with Three will change when the figures are released for this quarter some time in the future.

30-03-2016, 18:36	#8
Stereo Steve Forum Member Join Date: Jul 2004 Posts: 1,378	Vodafone is a bit of a joke. I've got a PAYG sim with them and can't top up. They have NO data coverage where I live and the online thing just doesn't work. It craps out all the time. Waiting for EE to turn on 800 around here but now thinking I'll need to go back to O2 for my 'calling' SIM with 3 SIM for data. I did manage to top up the VOD sim once but that involved driving 10 miles to get a sniff of 3G and paying through paypal as the debit card thing just kept timing out. That said, EE did try to relieve me of both my phone numbers (landline) last year and it was only a lady at Sky who got them back for me at the 11th hour. So, not impressed with them either. At the end of the day, the living wage should be £2.50 as that's what most people are actually worth in the UK at the moment. Bunch of lazy, uneducated, buck-passing fools living off the back of an empire and moaning about it on Facebook.

30-03-2016, 18:41	#9
d0lphin Forum Member Join Date: Apr 2007 Posts: 15,430	It doesn't surprise me - I have had an ongoing issue with them since last October (to cut a long story short they released a PAC code without telling me the contract hadn't ended and there would be a charge) and I have just referred it to the Ombudsman as I have spent 8 hours on the phone trying to sort the issue as well as sending 4 letters. They have ignored my legal right to have a copy of the original call and have given me the run around every time I have phoned. They have their own thread on the MS forum for complaints!

30-03-2016, 23:42	#10
Everything Goes Forum Member Join Date: Mar 2002 Location: In the future.... Posts: 11,259	Vodafone are blaming IT issues.... http://www.bbc.co.uk/news/technology-35925146

30-03-2016, 23:52	#11
packages Forum Member Join Date: May 2005 Posts: 879	That graph just doesn't look good for Vodafone does it? Truly awful. IT issues or not. They don't even apologise in their response.

31-03-2016, 08:09	#12
Thine Wonk Forum Member Join Date: Mar 2009 Posts: 14,577	So you're 10 times more likely to have to take a complaint all the way to the regulator than the likes of O2 / Three etc and that's despite all the fuss over what Three have been doing over the last year. That's 6,500 complaint cases that Ofcom have had to run through in just 90 days? It takes a lot of effort to get an official complaint to them as you have to follow the full network complaints procedure first. To put it another way, more complaints about Vodafone than every other operator listed in the chart put together.

31-03-2016, 09:20	#13
corf Forum Member Join Date: Jul 2002 Posts: 1,458	Doesn't surprise me one bit - they have been a shambles for a number of years and its only getting worse. However they have finally decided to investigate in their network.

31-03-2016, 09:33	#14
misawa97 Inactive Member Join Date: Nov 2008 Location: London, UK Posts: 11,516	I recently took out a contract on Vodafone for the S7 edge and had some nightmare conversations with the customer service team. Nobody really knew what was going on and it was shambolic at times. The Live chat was a far more pleasant experience.

31-03-2016, 11:11	#15
SkipTracer Forum Member Join Date: Feb 2009 Location: The City and County of Bristol Posts: 2,623	Strange Talkmobile has the least amount of complaints and yet aren’t they are owned by Vodafone?

31-03-2016, 12:39	#16
red_snow Forum Member Join Date: Aug 2015 Posts: 133	Quote: Originally Posted by Thine Wonk So you're 10 times more likely to have to take a complaint all the way to the regulator than the likes of O2 / Three etc and that's despite all the fuss over what Three have been doing over the last year. That's 6,500 complaint cases that Ofcom have had to run through in just 90 days? It takes a lot of effort to get an official complaint to them as you have to follow the full network complaints procedure first. To put it another way, more complaints about Vodafone than every other operator listed in the chart put together. Exactly ..... I'd love to know what the REAL # of complaints actually is!! I had several nightmares with VF in the space of 4 weeks only resolved by going to the "top". I didn't bother with Ofcom as I just wanted rid of VF ....... there are probably many more 000s like me whom eventually got things resolved without Ofcom!! I would never go back to VF .... even if they had 100% geographical 4G UK coverage

31-03-2016, 16:27	#17
Treelopper Forum Member Join Date: Jul 2007 Posts: 369	I've been with Vodafone for 17 years but cancelled earlier this year. My wife has been with them 12 years and had an ongoing issue with them since last October. They cancelled her DD in error and then made her take out a new one, then they hit her with a late payment charge. She's spoken to several CS ppl, all promising to refund it which they haven't done. She then wrote them a letter which they ignored. She phoned them yesterday to cancel her contract, when they looked at her account they didn't even try to retain her. CS guy told her he didn't blame her for wanting to leave. That's 29 years between us. Tara Vodafone & good riddance.

31-03-2016, 16:47	#18
Everything Goes Forum Member Join Date: Mar 2002 Location: In the future.... Posts: 11,259	Quote: Originally Posted by Treelopper I've been with Vodafone for 17 years but cancelled earlier this year. My wife has been with them 12 years and had an ongoing issue with them since last October. They cancelled her DD in error and then made her take out a new one, then they hit her with a late payment charge. She's spoken to several CS ppl, all promising to refund it which they haven't done. She then wrote them a letter which they ignored. She phoned them yesterday to cancel her contract, when they looked at her account they didn't even try to retain her. CS guy told her he didn't blame her for wanting to leave. That's 29 years between us. Tara Vodafone & good riddance. You are exactly the sort of customer that Vodafone relies upon. People who have been with them for years and wouldn't consider changing networks despite there being better and cheaper networks available. I doubt Vodafone's fortunes will change as they are still adding customers. There is a lot to be said for brand names.

31-03-2016, 17:42	#19
Randomguy1 Forum Member Join Date: Apr 2015 Posts: 176	Quote: Originally Posted by Treelopper I've been with Vodafone for 17 years but cancelled earlier this year. My wife has been with them 12 years and had an ongoing issue with them since last October. They cancelled her DD in error and then made her take out a new one, then they hit her with a late payment charge. She's spoken to several CS ppl, all promising to refund it which they haven't done. She then wrote them a letter which they ignored. She phoned them yesterday to cancel her contract, when they looked at her account they didn't even try to retain her. CS guy told her he didn't blame her for wanting to leave. That's 29 years between us. Tara Vodafone & good riddance. I had a similar experience last year with them it was ongoing for ages and I cancelled as well. I always thought of them as being a great company before that and would recommend them and remain loyal but they pushed me away. It's not worth fighting to be loyal to a company.

31-03-2016, 18:10	#20
sweetstyle Forum Member Join Date: Sep 2014 Location: Stamford Posts: 72	Quote: Originally Posted by Thine Wonk So you're 10 times more likely to have to take a complaint all the way to the regulator than the likes of O2 / Three etc and that's despite all the fuss over what Three have been doing over the last year. That's 6,500 complaint cases that Ofcom have had to run through in just 90 days? It takes a lot of effort to get an official complaint to them as you have to follow the full network complaints procedure first. To put it another way, more complaints about Vodafone than every other operator listed in the chart put together. Can you give some advice on the whole precedure of putting a complaint to three?

04-04-2016, 02:04	#21
GreenLantern Inactive Member Join Date: Sep 2013 Location: London, UK Posts: 178	Its probably to do with the fact that complaints put to Vodafone go nowhere. So people have no choice but to escalate them outside the company. They are the only company I know in the UK currently that have offshored their executive complaints department. I mean, who does that ? Some of the stuff Vodafone do beggars belief. They're supposed to be the pinnacle of UK telecommunications and all they seem to do and have been doing for the past decade now is disappointing customers and "maximising shareholder dividends". Useless.

DS Forums

Vodafone complaints rocket despite Ofcom investigation (Tesco has least complaints)

04-04-2016, 09:21	#22
Everything Goes Forum Member Join Date: Mar 2002 Location: In the future.... Posts: 11,259	Quote: Originally Posted by GreenLantern Its probably to do with the fact that complaints put to Vodafone go nowhere. So people have no choice but to escalate them outside the company. They are the only company I know in the UK currently that have offshored their executive complaints department. I mean, who does that ? Some of the stuff Vodafone do beggars belief. They're supposed to be the pinnacle of UK telecommunications and all they seem to do and have been doing for the past decade now is disappointing customers and "maximising shareholder dividends". Useless. Happy days for shareholders then. Time for a champagne breakfast cheers Vodafone!

04-04-2016, 10:04	#23
finbaar Forum Member Join Date: Nov 2009 Posts: 3,921	So the concensus of opinion on here and just about everywhere else I lurk discussing mobile telecommunications is that VF are terrible both for data coverage and CS. They are the network for old people who know no better, like my sister. So why is anyone on here signing up with them? Fair enough if they are the only network that gives you a signal where you live, but that must be rare, but for the rest of you I have no sympathy.

04-04-2016, 10:06	#24
Randomguy1 Forum Member Join Date: Apr 2015 Posts: 176	Quote: Originally Posted by finbaar So the concensus of opinion on here and just about everywhere else I lurk discussing mobile telecommunications is that VF are terrible both for data coverage and CS. They are the network for old people who know no better, like my sister. So why is anyone on here signing up with them? Fair enough if they are the only network that gives you a signal where you live, but that must be rare, but for the rest of you I have no sympathy. I had no problems with coverage in fact the 4G was very reliable but it's the systems they use and sometimes the customer service which is bad.

04-04-2016, 10:08	#25
moox Forum Member Join Date: Oct 2004 Posts: 14,645	Quote: Originally Posted by finbaar So the concensus of opinion on here and just about everywhere else I lurk discussing mobile telecommunications is that VF are terrible both for data coverage and CS. They are the network for old people who know no better, like my sister. So why is anyone on here signing up with them? Fair enough if they are the only network that gives you a signal where you live, but that must be rare, but for the rest of you I have no sympathy. Where they have 4G coverage, things are apparently much better across all technologies - 2/3/4G. Where they don't, it's like being in the 90s. I'll still stick with EE or three until O2 and Vodafone have bucked their ideas up, nationally (they've still not done very much where I live)