1,510 Customer Reviews over 38 pages
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- Location
- Stockport
- Reviewing
- Vodafone
- Date
- 2016-06-11
- Comments
-
Having had Vodafone for 3 months now, and throughout of the last 11 weeks, i have experienced several problems.
Its the worst of all, general attitude of support with a huge lack of customer service.
Never have i experience so poorly service.
I have been customer at TalkTalk as well - and even their service is rated better.
Such a shame! It could have been so good, but when their 2nd line team just closes tickets without faults being fixed, with a comment of "your router looks stable now, and have been for the last 24 hours" - it is very frustrating.
Trying then to call back is just impossible Their IVR doesn't let you enter your customer number, and after endless attempts, puts you over to mobile, who don't understand fixed line.
Many a times, i have tried to escalate the issues, but just no reaction from their "Resolution team".
I have once been able to speak with a team leader, but i might as well have spoken to my neighbours 4 year old.
I have only experience incredibly poor service, and next to that, the invoicing comes different - my original offer was free for 6 months, then 5/month.
From having paid £10 months down to now this month £2,50 for 12 months - i am not really sure, where we are at.
Martin Lewis from MoneysavingExpert have in this weeks email, an article about how poorly Vodafone's service is. Is it VERY poorly, so if you get the opportunity, run away and save your good mood and patience.
A bit of technical information:
They will cap upload at 18meg download, 1meg upload.
SNR will be set to 9dB as minimum.
Yet with this high SNR, the line often fails - however, the biggest problem is the feeling of the exchange is heavily congested - it shouldn't, with the use of their own very high speed network. But it does, and it is awful. The tech teams will NOT go into any discussion about this. Instead, you are forced to far about with changing wireless channels, trying different network cables in different ports, trying different filter. Never a single time, they have wanted to look at their own part of the network. So it's either you or BTOR, that have the fault NEVER them. Despite giving ping and trace route results that clearly lead to so problems, they offer no comments to it at all.
If you can leave, do so.
If you consider to opt in with them - please, please re-consider and save yourself for the hassle.
- Location
-
- Location
- Stockport
- Reviewing
- Vodafone
- Date
- 2018-08-28
- Comments
-
I found it shockingly difficult to speak to anyone who knows what's in the package I signed up for. Everyone I've spoken to about an item which didn't arrive in the post fobs me off to a different department, then i'm put on hold for 10mins in between each question. eventually they explain I have to wait 10 working days. Just another way to stop me trying to resolve the problem for a while.
- Location
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- Location
- Stockton on tees
- Reviewing
- Vodafone
- Date
- 2018-04-30
- Comments
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I left origin to go to VODAPHONE good choice ? Not sure today is Monday I started with VODAPHONE last Wednesday 25 so it's been 5 days yesterday used this sites speedchecker 16 Mb a long way short of the promised 75Mb so I don't know what to do !m well within my cooling off period so it's a case of wait and see if it hits the magic number , I don't know if I've solved my problems that I had with origin that wastnt a speed issue it was RELIABILITY and contacting THEM .ive spent hours on this site reading people's views on lots of ISP providers and I've said this before there is no one size fits ALL and when this new legislation comes into force in MAY telling us WHAT speeds We CAN get not WHAT we can expect there's is going to be some fun ,if I don't get my promised speed I'll forget about the ISP ,trade my I pad for a cellular model and get a rolling SIM contract I only use it for browsing and reading various mags I've subscribed to I don't have hoards of kids using iPads playstationsand all the other things that use the web so bye from colin in sunny TEESSIDE tarra
- Location
-
- Location
- Stockton on tees
- Reviewing
- Vodafone
- Date
- 2018-04-21
- Location
-
- Location
- Stockton on tees
- Reviewing
- Vodafone
- Date
- 2018-04-26
- Comments
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I have just started with VODAPHONE yesterday 24/4/2018!was with origin .i had contact 3 different people to get my correct address I went live yesterday 10 am tried to register with VODAPHONE kept getting some error 491 ,had to contact techies had 3 different passwords finally got onto my VODAPHONE I haven't tried to register today 25 can't face it it is a farce !!!!! It really TALK TALK AND ORIGIN they were no bother THIS well it's sorted now ,but speed well I had 17 Mbs then it went to 8 Mb this morning it's been 9Mb then 2.5 Mb now it's 17Mb I quite frankly am sick of these ISP providers and these speeds they claim CAN reach I know they say it takes ten days to SETTLE in what does THAT really MEAN settle in BS i saw something recently saying the MASTS settle down? what is it a sailing ship ? Of course u have sites on the web telling you get a better router and some power line adaptors why don't the ISP providers with decent kit upfront I was told by origin the router was £40 pound and they will bill me "well I have 2 and I'll bill them I,m getting carried away now so I'll sign off tara
- Location
-
- Location
- Stoke on Trent
- Reviewing
- Vodafone
- Date
- 2021-08-02
- Comments
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I made a big mistake by switching to Vodaphone from Sky, Sky said my package was going up by 50% so thought I would look elsewhere. Phoned VP and agreed a new package, received an email and discovered they had put me on the wrong tariff, they asked me to phone them on activation date and they would upgrade me to the package I asked for. Phoned on activation day, they said I should call again the next day because my account had not been set up yet. Takes ages to get through btw. Received router, only to find I can't get a wifi signal upstairs in the bedroom, never had an issue with Sky. Called VP this morning, they said I should have been told when I took out the package (Superfast 2)that the signal would not reach other rooms, I said was not told this and would definitely not have gone with VP is this was the case. They now say I have to pay an extra £6 per month to get their Pro account. This means I will now be paying more than Sky's offer. Was put through to three different departments, one said a technician would come to my house to install Pro, next person said this was rubbish. Arrrggghhhh!!!! Don't not use VP if you can help it.
- Location
-
- Location
- Stoke on Trent
- Reviewing
- Vodafone
- Date
- 2016-04-13
- Comments
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Wow I can't believe some of the reviews set up Internet and a fantastic and extremely low cost deal and I'm getting fast speeds then I got with Virgin media and sky this broadband makes the others look like amateurs, I know it's new but all the teething problems seem to have gone now straight online no drop in connections extremely fast and by fast I mean lightning the fact they are the only internet provider in the uk that gives you two ports so if the exchange goes down they can change your ports I have taken this because a few family members have it and it really is awesomeness absolute awesomeness if you want it for even cheaper ring the cancellations department and they offer it free for 12 months so let me repeat free broadband for 12 months wow I know right any way guys get on it!!!
- Location
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- Location
- Stoke on Trent
- Reviewing
- Vodafone
- Date
- 2023-02-20
- Comments
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Avoid worst ISP ever, outages for days at a time.
- Location
-
- Location
- Stoke on Trent
- Reviewing
- Vodafone
- Date
- 2018-01-30
- Location
-
- Location
- Stoke on Trent
- Reviewing
- Vodafone
- Date
- 2019-07-30
- Comments
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I test when response is slow, often down to 10-12Mbps although the Vodafone app says all is well at 40. They say they will compensate for reduced speed but how do I prove it? The online help is a good contact point via the customer account page.
- Location
-
- Location
- Stoke-on-Trent
- Reviewing
- Vodafone
- Date
- 2021-07-30
- Comments
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I thought I knew better then all the negative reviews, they can't really be that bad I thought!! Well I really wish I'd listened, DO NOT go near this company, at first my broadband speed was fine then after about 6 months it became shockingly slow, their tech support couldn't fix the issue so they gave me a 15% discount, I was getting less then 50% of the speed I should have been getting but only a 15% discount! Would not let me terminate my contract and they were meeting the guaranteed minimum speed, read the small print because it's worded like this...
- Your estimated speed 50MB
- Average Speed 62MB
- Minimum speed 40MB
- Guaranteed Minimum speed 25MB
I foolishly thought the mimimum speed was the minimum i would get, currently getting just over the guaranteed minimum, strange how I was getting much faster at first when I coould terminate my contract for free..
So, termination fee, according to the price plan I signed up to should be £4.62 a month for remaining term on my contract, taken from the price plan in the terms and conditions on their website and also from the email they sent me when i cancelled! Except my final bill is much more than this amount, why? After speaking to multiple (useless) customer service agents they tell me that the way this is calculated was changed in Feb of this year and the price plan on their website and email is old and outdated! Have they just made that up? I mean it's right there in black & white in their own terms and conditions!
Please, please trust all the negative reviews and do not touch this company! I thought I knew better, I did not...
- Location
-
- Location
- STOKE-ON-TRENT
- Reviewing
- Vodafone
- Date
- 2018-01-19
- Comments
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Twice order canceled without any reason. Customer service is useless. Please stay well clear
- Location
-
- Location
- Stonehaven
- Reviewing
- Vodafone
- Date
- 2023-09-27
- Comments
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Switched to their fibre earlier this year. Worst utilities decision we ever made. Can only get half the speed we thought we’d get and can only get it in the room with the router. It often drops in that room. Despite paying £30 a month they tell me they’re only guaranteeing that one room and we’ll need to switch to a more expensive package if we want more. Customer Service is appalling, they couldn’t care less and are very difficult to deal with. This is going to be a long two years as we cant wait to get out of this disgraceful ‘service’. Would not recommend any aspect of their broadband.
- Location
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- Location
- Stourbridge
- Reviewing
- Vodafone
- Date
- 2019-04-30
- Comments
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The fast speed isn't fast at all also it won't reach to the office in the garden. The system splits into two so I can choose the speed or distance option. Seems a poorly designed idea and neither give the service I paid for. I can't be bothered to go through CS again there really isn't anything they can do about it.
- Location
-
- Location
- Streatham, London
- Reviewing
- Vodafone
- Date
- 2018-06-22
- Comments
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when the service was finally up and running it is very good, but beware the switch process was full of problems which took 6 weeks to rectify only after I had to do all the chasing to get Vodafone to do as they had promised. customer service was absolutely pathetic, and we were continually lied to. I would recommend that you consider another service provider
- Location
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- Location
- Suffolk
- Reviewing
- Vodafone
- Date
- 2020-11-11
- Comments
-
Avoid like the plague. Our broadband has been no better than useless since day one. We reported this to Vodaphone within days of install to be told we had to wait 14 days for the line to 'Settle' which obviously never happened. We then tried to cancel and were told we couldn't because we were passed the 14 day cooling off period. Really dirty practice. Having called them more times than I can remember to be told a million crap excuses and given as many empty promises we still have no internet..I've now given up and signed up with another company before my contract's finished. Awful customer service, awful broadband, awful company.
- Location
-
- Location
- Suffolk
- Reviewing
- Vodafone
- Date
- 2022-11-29
- Comments
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Engineers missed two appointments without letting me know. They threaten a £110 fee if I missed the appointment but offer less than the Ofcom scheme that they have signed up to.
On the second missed appointment (a 9am to 1pm slot), I contacted their team via Tobi at 12:30 and received a response at 12:54 telling me that the engineer was still going to arrive on time. I questioned that and ten minutes later was told that there might be a problem and that they might need to rearrange. They put me on to a manager who told me the engineer was still going to arrive and that I needed to wait for them. Within two hours somebody then told me that they knew 24 hours in advance that the engineer wasn't going to arrive.
They have consistently promised compensation but only once the service starts. However, after 9 months, I still do not have a start date.
I pointed out that if I had missed those two appointments, they would have charged me £220. It grates on me that they do not value my time as a customer. Their response was to offer me £10 credit. When I declined, they went up to £50 as a 'good will gesture'.
I don't feel that they have particularly tried to help in even identifying what the problem is, let alone helping to solve this. After all this time, they till have not told me what the problem is, despite insisting that ultrafast broadband is available in my area.
I have wasted hours and hours dealing with this company. My biggest mistake was trusting them twice. Please please please learn from this and don't trust them even once. They talk some good talk when you first go with them, but it's all downhill (or non-existent) once you've committed.
- Location
-
- Location
- Suffolk
- Reviewing
- Vodafone
- Date
- 2022-02-13
- Comments
-
We changed to vodafone because our existing broadband was slow. However since joining our main line phone worked for approx 2 weeks before we lost all use of it and re installing was so long winded we gave up. Subsequently our broadband connection has now disappeared and again the procedures to reinstate are so complicated, i.e. photograph of driving license isn't clear enough, we are away and staff cannot continue with their work we were told 48 hours max since then the problem with indistinct photograph has arisen. We were contacted and asked to put another code in but we have been unable to enter this code. The gentleman then said it would it would be another 48hours before we could sort the problem and he would contact us on Thursday, it is Sunday tonight so that makes 96hours plus 48 hours previous to this and we have also been asked to go into a vodafone shop which will be a 60mile round trip and at least 2and a half hours out of our day. All in all really poor service, very expensive in time, lost work and generally very frustrating.
- Location
-
- Location
- Suffolk
- Reviewing
- Vodafone
- Date
- 2020-12-10
- Comments
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Still waiting for "superfast2" broadband to be activated. Official complaint has done nothing and my case worker is as bad as live chat, tells me nothing apart from Openreach is on it. 4 weeks and counting just hoping they will end the contract when I contact the Ombudsman.
- Location
-
- Location
- Suffolk
- Reviewing
- Vodafone
- Date
- 2022-12-01
- Comments
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Absolutely disgusting they all claim to be sorry and they will get my broadband up an running but 22 days later still nothing just managing to hotspot everything from phone!!!!!!
- Location
-
- Location
- Suffolk
- Reviewing
- Vodafone
- Date
- 2020-04-28
- Comments
-
Joined 2019, by beginning of 2020 blurry picture when streaming tv..contacted customer service 4 different occasions, always friendly & telling me they can sort it & one occasion that it was my fault..... changed settings my end, their end, new router etc, hours on chat spent, but- problems continue, internet connection comes and goes as does picture quality. AVOID. Can’t wait for contract to finish....should have read the reviews before joining.
- Location
-
- Location
- Suffolk
- Reviewing
- Vodafone
- Date
- 2022-08-09
- Comments
-
VF were great when I first moved to them; then came the random 'drop-offs'. Didn't realise price would rise by £5 at end of contract (also coincided with a dramatic reduction in broadband speed).
In all honesty, I think a snail is quicker (just checked speed & it is 4.67mbps) - it's a joke at £34.95 a month.
Currently looking for a new ISP.
- Location
-
- Location
- Suffolk
- Reviewing
- Vodafone
- Date
- 2022-11-21
- Comments
-
Tried to order pro 900 gigafast broadband to start using recent cityfibre line. The first order I made went through and I received the equipment. However apparently my installation booking did not and no one came to install it on prebooked date. I have reordered once again to only find out after 2 days that due to technical issues my order did no go through, despite receiving all documents and contract details. Only imagine how bad service would be if such company cannot even process orders correclty. It's been 3 weeks since 1st order and they were supposed to collect their equipment but are failing to provide return labels. I guess they don't really need it then. Well if I could I would givd zero throughout. Do not even think about vodafone or you will get very disappointed.
- Location
-
- Location
- Suffolk
- Reviewing
- Vodafone
- Date
- 2017-12-10
- Comments
-
Very unhelpful when speaking with an adviser also I wish I had not changed from Sky as all it does is keep dropping the connection and if you contact Vodafone there advice is to check on line which is impossible as the connection has dropped, about as much use as a chocolate tea pot.
Really annoyed!
- Location
-
- Location
- Suffolk
- Reviewing
- Vodafone
- Date
- 2017-11-13
- Comments
-
I am appalled by Vodafone home broadband and I feel like I have no recourse. I chose to move to Vodafone and was told that fibre broadband would be available in 10 days. Two months later with limited contact, Vodafone took over the line and have left us with no internet connection for 4 days to date. They have now told me I have to make myself available for 3 days so that an Engineer can turn up on the one that suits him.I have lost business because of lack of connection and now I am expected to take up to 3 days off work to be available to their Engineer.I just don't know what I can do to get broadband back. There is a shocking lack of concern or urgency on Vodafone's part. They don't care that I'm without internet and they cannot promise internet connection within the next week. It is the most shockingly bad customer service I have ever come across. I feel completely desperate as they are making no progress on getting me connected despite all of my pleas. If anyone can help point me in the right direction to get things moving, please do. Even my official complaints to Vodafone are ignored.
- Location
-
- Location
- Suffolk
- Reviewing
- Vodafone
- Date
- 2020-10-23
- Comments
-
Just awful, save yourself the hassle, think of future generations and stop using Vodafone, foot down to rubbish service.
- Location
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- Location
- Sunderland
- Reviewing
- Vodafone
- Date
- 2022-06-11
- Comments
-
Although the broadband speed was decent and we had coverage throughout the house. Vodafone customer service relating to broadband is terrible, you have to listen and select endless options before speaking to an advisor. I have never missed a payment in my life but down to the incompetent of Vodafone call center staff I now have 1. Vodafone also try to make it as hard as possible for you to leave them when you want to switch providers.
- Location
-
- Location
- Sunderland
- Reviewing
- Vodafone
- Date
- 2017-08-25
- Comments
-
Haven't been able to use my wifi since 7pm tonight , conveniently starts working again bang on midnight. Vodafone have told us on a call that the fault is in our home line but never had an issue before & they never picked up on this 'faulty line' when they checked when selling us this awful service only a month ago. Their solution to this problem? Pay £200 for an engineer to come out & repair the line on a house we don't own and are moving out of in 2 months. They took an hour on the phone to come to this conclusion and we were charged £25 ish for the privilege. So now we are stuck with a line that drops out constantly, runs slowly & are paying for nothing until we move & hope this house doesn't have a 'faulty line' too!
- Location
-
- Location
- sunderland
- Reviewing
- Vodafone
- Date
- 2022-08-29
- Comments
-
They give you a 15% discount on your bill if they do not meet the minimum guaranteed speeds. We've had this discount every month since activation. Connection drops out atleast 3 times an hour from 1pm - 10am. We pay for 75 down and get 35 max. The downtime, drop outs & the useless customer service have ensured I never come back to this company.
- Location
-
- Location
- Surrey
- Reviewing
- Vodafone
- Date
- 2020-04-20
- Comments
-
Spent pretty much the whole 12 month contract in credit due to persistent over charging. Repeated out right lies told by customer services staff who are slow and incompetent. Couldn't wait to leave! Still owe us money over a month after the contract ended, small claims court claim pending.
- Location
-
- Location
- Surrey
- Reviewing
- Vodafone
- Date
- 2020-08-26
- Comments
-
Out of contract I had found Broadband speeds very variable and rarely above 23mb/sec. on one occasion it was as low as 6 mb/S. Fed up with variable speeds and drops in service so changed to Shell . Speed with new service 31mb/sec ! Clearly Vodafone unable or unwilling to provide continuous Advertised speeds in all areas . Very helpful staff to begin with but problems in my area won’t be solved until Openteach will allow us to purchase fibre cabling from box to the house.
- Location
-
- Location
- Surrey
- Reviewing
- Vodafone
- Date
- 2018-05-23
- Comments
-
We switched to Vodafone as we are mobile customers and the price was so good. I regret this hugely. The speed was very slow and meant we could not watch films despite paying for fastest speed. After hours of phone calls where we were told the speed was acceptable and numerous hoops we had to jump through at home to try speed it up (no engineer was ever offered) we have decided to cancel. It is so bad that we have paid around £200 to get out of our contract early and go back to sky. Do not use this supplier.
- Location
-
- Location
- Surrey
- Reviewing
- Vodafone
- Date
- 2024-04-14
- Comments
-
Avoid like the plague if you want anything sorting out quickly!!
Had issues getting connected originally. Had to wait 1 day before they would even talk about it and then 2 days to speak to a human. I now have an issue where my work laptop won't connect so loosing working from home time. I appreciate it mate be a hardware issue but why is everything so difficult to sort.
Also, a small thing, the route itself is HUGE!!!
Dreadful, am pulling out in my 14 days grace
- Location
-
- Location
- Sussex
- Reviewing
- Vodafone
- Date
- 2022-04-20
- Comments
-
I haven't even received by broadband yet, it was delayed a week, then cancelled and I wasn't informed, and now I've just spent 5 hours on calls to get it set up for two weeks from now, when it was supposed to be working today (or a week ago even).
To add insult to injury, the offer that I took when I went for the package has been withdrawn since, so even though it wasn't my fault, Vodafone won't give me the original price and now I'm even having to pay more, on top of the longer wait, and the hours upon hours wasted on calls and the useless chatbot.
Avoid if you can. If you can't, I wish you luck.
- Location
-
- Location
- Sussex
- Reviewing
- Vodafone
- Date
- 2023-09-20
- Comments
-
Tried to cancel Broadband OMG what a saga!! My husband was told he couldn’t cancel as it was in my name, so I have just tried however I can’t cancel as I couldn’t answer all 5 security questions!!! The one I couldn’t answer was the date I started the contact! However we are out of contact so have cancelled the direct debit 20/09/23
- Location
-
- Location
- Sussex
- Reviewing
- Vodafone
- Date
- 2018-03-16
- Comments
-
We have had Vodafone for our broadband for about 18 months. In that time we have had 2 occassions with loss of connectivity. I have to say that the Vodafone customer service and technical support, at both times, has been fantastic. Everyone I spoke to over the phone regarding the issues have been friendly, helpful and proactive aiming to get the problem fixed quickly. Vodafone sent out a BT technician within 24 hours of our complaint and also sent out a new router quickly. At no point have Vodafone 'blamed BT' or 'blamed us' which we used to hear all the time when we had broadband with TalkTalk (TalkTalk's customer service was so appalled I twice resorted to crying - not cool but true). I have been more than happy with the switch we made to Vodafone and will continue using them.
- Location
-
- Location
- Sussex
- Reviewing
- Vodafone
- Date
- 2023-06-19
- Comments
-
Absolute rubbish!! I’ve had their broadband for a month. It’s gone down three times. No broadband today and no customer service! I’m
Going back to BT
- Location
-
- Location
- Sussex
- Reviewing
- Vodafone
- Date
- 2020-10-23
- Comments
-
Avoid Vodafone! I'm stuck with it now because my old provider's broadband has ended and Vodafone's has not activated yet. Activation has been delayed twice, with no communication or explanation from Vodafone. The transfer from old provider to Vodafone is not seemless as promised. 2 ppl working from home who now have no internet, one of whom is self-employed and whose business relies 100% on the web. I've had advisers promise me they've fixed it only to find it's not fixed, and I've been passed from queue to queue with different teams who can't fix it. I'm on a queue now as I write!
- Location
-
- Location
- SUTTON
- Reviewing
- Vodafone
- Date
- 2021-11-30
- Comments
-
Not even connected so whole thing cancelled. It is a disgusting service as absolutley impossible to speak to anyone in the uk and no connection sorted as promised so without internet now and without a land line . A complete utter disrgrace!!
- Location
-
- Location
- sutton
- Reviewing
- Vodafone
- Date
- 2018-02-04
- Comments
-
marginally better than a non-fibre TalkTalk wifi also accidentally clicked on content block and i dont have a vodafone phone number so i cant get a request to reset the setting
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.