Vodafone Customer Service

User Reviews, Ratings and Comments

Vodafone customer service is ranked #772 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 24.79 out of a possible 200 based upon 134 ratings. This score rates Vodafone customer service and customer support as Terrible.

NEGATIVE Comments

130 Negative Comments out of 134 Total Comments is 97.01%.

POSITIVE Comments

4 Positive Comments out of 134 Total Comments is 2.99%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Terrible Overall Customer Service Rating

  • Vodafone

    Customer Service Scoreboard

    • 24.79 Overall Rating
      (out of 200 possible)
    • 130 negative comments (97.01%)
    • 4 positive comments (2.99%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.5 Issue Resolution
    • 1.9 Reachability
    • 2.1 Cancellation
    • 3.0 Friendliness
    • 2.4 Product Knowledge

Add your review!

Posted by Upnya


Called for information and recieved un ordered sim contract for 29.99
Then through trying to cancel always hung up on

Posted by T


Have been without the internet for over a month due to the inability of the tecnical teams to fix the problem which has been recurring for the last three years at this time of year. When I politely pointed out that if they kept records they could just look up how it was resolved the previous year they kept me on hold for twenty minutes while they "read the file" only to come back and tell me to turn it on and off again to fix my mifi unit.

I have been given two new sims and a new hardware unit to fix the problem, it hasn't but they are more than happy to say I can leave them for nothing, because that seems to be the only way I can hget someone competent to deal with. Guess what even that took 35 minutes to cancel the account and I was told the mifi unit\sim was now out of commision....but they happily sent not one but three texts of account closure to the mifi number (you know the one that is decomissioned) instead of my telephone number which they told me they couldnt do because it wasn't a Vodaphone number!.

I asked for an e-mail confirmation which they told me they couldnt give me as they didnt send e-mails from that Dept., but funnily enough they did send me an e-mail to tell me they had now taken off the adult content bar on the sim.

The tech team are worse than useless and if turning it on and off again doesn't work they haven't got a clue what to do so just tell you they have done a network reset and it will all work again in 24 hrs, it doesn't, and the whole process starts all over again. The care team give two hour window slots when they will call and either don't bother calling or call twenty minutes after the slot ends and you are doing something else and miss another supposed call to help.

Simply shocking and completely Incompetent staff who don't seem to care one jot. I will be writing directly to Ahmed Assam the CEO in the UK, let's swamp him with complaints so he can see how bad his company is!!

Posted by Dave Edwards


With an overall customers satisfaction score of just 77%, and just 41% customer complaints resolved, Ofcom has ranked Vodafone as the worst broadband provider in 2023.

https://usave.co.uk/broadband/providers/best-and-worst-broadband-providers/

My experience concurs - I've been a mobile customer for over 10 years, and broadband customer for over 4 years , had 3 rubbish routers and intermittant internet connection dropouts and slowdowns throughout.

The straw that broke the camels back is the pending 14.4% price increase and completely broken broadband upgrade offers. The upgrade promised in the email sent to me when I started the upgrade process from their website for ProII Full Fibre 100 for £28/m with UltraHub wasn't actually available so I couldn't actually take out the deal they offered! It would have been available for £43/m without the Ultrahub and thus wouldn't actually support the required features.

The routers have extremely unreliable wifi s/w issues requiring frequent restarts of the wifi to get Sonos systems and my LG TV connecting robustly, and the wired connections are also unreliable.

Customer support is 0/10. Vodafone provide a completely usless "AI assistance" TOBi which just doesn't work. The entire support system was down on 3 occasions which I tried to use it this week, and Vodafone's own staff also had problems due to its unreliabilities.

The support phone staff couldn't sort this issue so escalated it to another department which refered me back to the original support staff who couldn't resolve the issue! I asked for the complaints department but after 10 minutes they couldn't transfer me so I thanked them and explained I'd email instead. They then called me back again trying to reverse transfer me back to the original team so clearly they hadn't understood a thing.

I gathered evidence of the email offer and upgrade website issues as PDFs and during the tedious support calls I found 3 email addresses for support/compliants via google (Vodafone don't actually publish any ....)

Emailing them resulted in no response from two of the address, the 3rd got a response which led to 1.5 hours of calls only to discover Vodafone can't comprehend what offers are actually available, offered me Pro II Full Fibre 1 rather than the promised Pro II Full Fibre 100, and despite this the website T&Cs still specified the wrong router which wouldn't support the Pro II features of 4G backup and WiFi6. so the descriptions are wrong and contradictory in terms of pricing and the equipment supplied.

One support person was very helpful and offered to try to provide resolve things to an upgrade which is actually available and fulfills what they offer email specified, but before they returned from holiday a "muppet" took over the compliant, and didn't read the information I'd provided or understand what had been discussed and closed my upgrade process/complaint saying I'd refused their offer which is blatantly untrue. Now they won't reopen it, and anway I'm so fed up and disgusted with the "service" provided I've decided to take my business elsewhere.

The £3 discount for having a mobile contract and broadband contract is also useless - I can get a SIM card with 2x the data allowance for 1/2 (or even 1/3) of the price with the other major suppliers which also offer better coverage.

I'd strongly recommend avoiding Vodafone - other suppliers have coherent offers which can actually be taken out, offer higher DL/UL rates and equipment which actually works reliably, and they also have customer support which actually works.

Posted by Anonymous


Very disappointing customer service.
The security questions they ask you over the phone is like FBI or CIA agent questioning you with lots of details.
Very poor service.
I've moved a address and from my side I've updated them but after few month when i call the customer service they say they cant find my details as they haven't updated their system.

Posted by Mystery


Im just too angry to go into the detail. No service for 9 days after a disconnect/reconnect. Numerous chats, 8 phone calls, a trip to the vodafone store and still i have no connection. Fuming...totally fuming.

Posted by Customer


Vodafone technical team AVOID
The data roaming hasn't worked for two weeks the Vodafone technical team tried to "fix" the problem & it gotten worse as now it won't make or receive any phone calls .... they have managed to make the problem ten times worse & I now have no phone service or data roaming service ... this is after 2 weeks and hours on the phone to them .... it couldn't have been worse ... my phone doesn't work at all now

Posted by Anonymous


Customer service very poor. Complaints process inadequate and frustrating

Posted by Rob


Vodafone Ukraine is a joke. I purchased preloaded sim card which worked for four days before stopping. Vodafone's rep told me he does not know the reason. Next day I contacted the company again. Had to pay tfor a new sim card. The outcome is the same: can not make any calls, send text messages or use data. Such a crap.

Posted by Anonymous


Possibly the worst company that I have had the displeasure of dealing with. Absolutely clueless and completely useless

Posted by Anonymous


Never recommend

Posted by Anonymous


Vodafone is a big cheater, they just activate any damn service and deduct money from balance. When contacted the customer care, they are being oversmart and talk so rudely. If you have forgotten let me tell you Vodafone and it's customer care people that providing support is just not your cup of tea. You people need a real trainer for it. Learn to talk to customers when they explain their issues politely. Don't be over smart. That is of no use in this field.

Posted by Ajay tiwari


B
Very bad quilaty does Vodafone services the vodafone is very bad network in post paid sim in the vodafone the retailer of lahurabhir Varanasi very wrost person whom service are very bad he takes 1790 rupee and I will ask the bill of payments the said no bill of payments ? my sim is of due not recharge of 2weeks but payments should be made

Posted by Anonymous


Never thought Voda gives such pathetic services. I m with voda for ast ten year took a new SIm 1 year ago and for ast 2 months not getting incoming calls properly. In this lockdown without any reason my incoming is barred by Voda services. Think n number of times before

Posted by Anonymous


I was given an appointment on 06/14 from 12:00 to 16:00. No one came out, they called me the next day, "Sorry, there we could not come due to lack of resources, we can go on 06.17 between 12:00 and 16:00." And did they figured out that there is a resource shortage only the next day? Of course, the customer should feel free to wait only at home, we prefer not to tell him. Anyway, it should be Thursday. Thursday 15:00 I was already worried, I called the customer service, after waiting for 30 minutes they picked up the phone and told me I do not have appointment recorded for today. Really nice. My time is gone my blood pressure is super high. Unfortunately, only Vodafone is available at our address, but if you can please do avoid them.

Posted by JP


Shockingly bad customer service, which I unfortunately have to deal with due to connection issues. Every bad customer service cliche is here - good luck staying sane when trying to deal with them. The automated call-direction software alone will transport you into a kafkaesque nightmare.

Posted by Sneha


The issue was regarding I could not recieve incoming calls wherin I was in roaming,I spoke to 2 guys Mr suraj n den Mr Aditya joshi..which I found Mr suraj told mi jst change ur settings to manual in netwrk settings which I did bt it was d same case happenng. Den I spoke to so called ADITYA JOSHI from bandra West branch which gave mi d same solution which I had already did n den he spoke to me in a very rude n harsh language which was called UNPROFESSIONALISM n wen I asked him is dis the way u speak to ur customers he said yes we are taught lyk dis to speak to d customers. If dis is the case with no proper attiquetes den please teach d staff to speak properly orels u'll b losing your customers for such a minute issue.

Posted by mickslack


Vodafone have been completely useless and have constantly failed to service my account and lately to close them successfully. They are now trying to recover money which is in no way owned.

Posted by ipek


Hi,



I proud of your Turkey Operation team. Because �± applied twice for transfer to Vodafone from Turkcell but they can not do my transfer.

Please give them the worst team of the year reward. I can not understand how can it be too complex? no information no message etc.

Please call me for giving information what is wrong with you?

Yes we know Turkcell is the best

Posted by VictorT


If you think you've ever experienced bad customer service you haven't. Vodafone is in a league of it's own.

Posted by Vodafone


pathetic service and very frustrating after you choose to stop the number.

Posted by arul


vodafone is very very waste net work and custer care not respect....The custer care not take my complaint, supervisor, manager both of them na take the complain....i recharga data plan but vodafone company provide main balance....vodafone company cheating with customer....so plz plz avoid vodafone......that only i change network.......so plz plz don't by vodafone network thanks peopl




'

Posted by Anonymous


Purchased a Vodafone mobile wifi. The instructions were simple but did Not work when applied. Called the service phone number and I was told a specialist will call me back within an hour to help me resolve my connectivity problem, they didn't call me back. I tried this 3 times in the course of 3 days with the same results, NO call back. I went back to the store I purchased the unit and the store clerk directed me to a "specialist" who was NOT a Vodafone employee but worked in the Vodafone store and for a price of 15 euros I had my problem resolved. I told the store manager that this was an unacceptable and fraudulent practice of Vodafone and that I was going to make my complaint public for people to take back notice. Shame to Vodafone and its organization, they DO NOT deserve the people's business.

Posted by Bypassmike


Why anyone would use this company I have no idea. I have been a customer for 26 years and my recent experiences beggar belief.

Last December (2015), I called to get the password for my voicemail as I was about to depart on a 3 week holiday to the Far East. A Vodafone agent gave me a new password but told me that my voicemail had been cancelled and it would take 3 working days to re-establish and this could only be done from the UK. As I was not going to be in the UK as I would have already departed to Singapore I was forced to spend 3 weeks without the ability to access voicemail people had left me. As the MD of a professional services company this was completely disastrous.

Let me make it abundantly clear, the cessation of my voicemail was something I did not do, and would never have done but sadly it is not the first time this has happened. What has also happened on repeated occasions is that the voicemail message I have recorded for my voicemail has been automatically deleted.

For some reason Vodafone's systems repeatedly do other things such as remove my wife and I (we are joint Directors of the companies I run) as administrators of the account and place our teenage son in charge. This has happened on maybe 4 or 5 occasions over the years.

When I returned from the Far East I attempted to escalate this voicemail issue and repeatedly called to try to speak to a supervisor or department manager. None was ever available and when a call-back was requested none ever materialised. I think I must have tried on three different occasions and gave up.

I can only conclude that this (not responding) is a well-tested and favoured tactic of Vodafone's customer care department.

Issue 2

As my 24 month contract had ended I phoned at around 11.30 on 23 June to get the cost of a new contract for an iPhone 6s. I spoke to a woman who was based in their Belfast office . As I was driving at the time (on hands free) I asked her to call me back if we got cut off. She failed to do so. I rang back and spoke to a colleague of hers. As a consequence of what he told me I established that she had given me wrong information as to costs of the phone (as to whether it was free or available on a reduced charge) and also the monthly prices.

I decided to speak to Customer Care in Johannesburg to complain about her and called that afternoon and spoke to a man who was very helpful. I also spoke to him about another issues which is the amount of data used by two of the phones on our contract ending in 859 and 179 and he told me (erroneously as it transpired - but this was not his fault as the rules had changed and Johannesburg hadn't been told) that data could be shared between phones. He was not able to resolve my issues fully and promised me that a senior colleague would call me to discuss my issues but as I suppose should be anticipated no-one ever called.

I rang back on July 1 and again spoke to Johannesburg Customer Care this time to another helpful guy. I spent nearly 2 hours on the phone to him. He decided that I had received enough lack of attention and consideration and took it upon himself to discuss this with the most senior people in his office and told me the most he could offer as compensation for all my aggravation was that rather than me immediately have to purchase extra data for the phone ending in 859, we could have 2 months unlimited data on that phone (value £40-£60).

I had lost the will to live by that time and accepted it.

Then on Saturday 2 July we got a text on the phone ending 859 to say that the data bundle has been exceeded and we are being charged out of bundle costs. On speaking to your colleagues in Belfast on 4 July (see below) I was advised that Vodafone's systems no longer allow free allocation of bundles. Somehow Johannesburg wasn't aware of this.

A further gripe was that at some time last week I had rung at 7.15pm to speak to Customer Care on another matter. The phone system recording informed me that "everyone was busy on other calls". I took the option to request a call back "within 7 to 15 minutes".

Guess what? Another of what may well Vodafone customer care dept's seemingly well tested ploys. Someone did ring my number back and immediately hung up. I suppose that way the call is notionally 'returned' and the computer logs it as such.

I rang the small business team in Belfast on Monday 4 July and told an agent that we were thinking of leaving them as we have received much more attractive costings from another provider.

At this point the colleague who I was talking to terminated the call.

I rang back immediately at spoke at length with someone else

I explained to him that I had received a letter from the Vodafone Enterprise Director offering me the opportunity to terminate all our phone contracts because of impending price increases.

He advised me that despite having received this letter it was not applicable to our contracts and that if I wished to terminate my contracts I would have to pay. I was confounded by this and adding this to the prior issues which had resulted in the desultory offer of compensation of unlimited data for two months for phone ending 859 which offer I was then told could not even be implemented I came to the conclusion that Vodafone and my company should part after 25 years.

Posted by Anonymous


Help!
Being billed for several months when service was cancelled, but no one will help via email or through live chat. Just trying to get a fair amount of what we owe and we will pay it.

No one responds to email and I cannot afford to call from the United States.
Karen Cristiano

Posted by Guidovejer


BE CAREFUL: My Mum purchased a new phone and switched from Talkmobile to Vodafone but she soon realised that she could not use the phone, Vodafone had no record of her account, new Vodafone number or bank details. After 48hrs of numerous phone calls she cancelled the contract but on the same day she received a letter by post stating that her Direct Debit was all set up. Quote: "Your payment date and amount will be confirmed each month"
SO: VODAFONE HAVE NO DETAILS/CONFORMATION OF A CONTRACT YET ABLE TO GET INTO A BANK ACCOUNT. Now with EE, so far no problems.

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Posted by Lilly


I have called a few times and most of the time they are unhelpful. Just spoke to Hedya and she was absolutely amazing. She went above and beyond and was even able to get back my number that Vodafone previously told me was lost. She is the only reason that I still have a contract with Vodafone.

Posted by MakhiyaWala


I'm fully satisfied with Vodafone Gujarat services,appriciated to whole team,team members are always ready to help with politely & humble behaviour.

Thanking you once again

Posted by Rose


I use the service I personally experianced a very fantastic service specially the guys at liverpool street store in london. I think the manager in the store personally diserve an oscar. Such customer focused and manager it very well

Posted by Zero


they have the best tech support ever
they are so supportive

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