Vodafone Group Reviews 

Ordered a new fibre service, router never arrived and openreach cut me off leaving us with no service, phone or tv

I first placed an order on 24th February and selected an engineer date - no one turned up, and I received zero communication. After chasing over two weeks after ordering, I was told they couldn’t find my order and suggested I hadn’t entered the order number properly… despite copying it directly from their own email. No ownership, no solution.

I asked to raise a complaint at that point and heard nothing.

With my contract ending and needing reliable internet, I tried again on 14th March. This time I received confirmation emails, which gave me some confidence - unfortunately, that didn’t last.

I asked for a callback at a more convenient time and was hung up on.

They called back over 2 hours later when I was out. I was then told my second order had been cancelled with no explanation and no prior communication

Trying to resolve it was even worse:
Live chat ignored me for over 13 minutes
Phone agent hung up on me

When I called again to raise a complaint, I was passed around instead.

I was told I’d need to place a THIRD order (and have a third credit check!) because of “system limitations.” I’ve already had two credit checks due to Vodafone’s errors - completely unacceptable.

To make matters worse, it’s incredibly difficult just to complain:

The online complaints form doesn’t work (“Bad Request” error)

No clear complaints email address is provided

I was told a complaint couldn’t even be logged without a manager callback

This creates clear barriers to complaining and is nowhere near the standard expected of an FCA-regulated company.

Iexpect if they reinstate or replace the order they won't honour the £90 Quidco cashback.

Overall: poor communication, disorganisation, wasted time, and zero accountability. I’m genuinely amazed a company this large can operate like this. I know a number of years ago they were fined for their level of service, it sounds like they're back to their old ways.

At this point, even if it does get set up, I have no confidence in Vodafone at all - I'd have to hope I never need to speak to them!

Vodafones outsourced customer services in Egypt and India have very little technical knowledge, many of them speak too fast, the Indian agents, particularly women and some men have such strong accents and poor understanding of English that makes them very difficult to understand. this leads to frustration and often ends with the query not being answered to the customers satisfaction. That is if they haven't earlier given up with the moronic robot phone questions and button pushing.

I have never experienced such dreadful customer service anywhere. They try to upsell , rip people off and truly don't care. Appalling

Tried to get an update via the online app, after taking 2 hours of my time the chat timed out. Reopened the chat and it took me straight back to the beginning

Rude, offensive, unhelpful, unintelligible, really the worst experience one could have.
4 hours of my disappeared.

OMG what a nightmare. Only wanted them to check my speeds as app not accurate and ask why my Sky tv drops from the network and I have to reconnect entering password and so on. I have already entered my account number through the disgracefully long option choices, but have to give it again when speak to someone. Then got cut-off, they didn’t call back and so I’ve had to go through the whole ridiculous process again. And the amount of security questions, ffs, you have my name, account number, address, email, phone number and secret code and yet you still have something else to ask me. No, I don’t know what the last bill was - other than too much as it’s not paid from my account. No, I don’t know the last two digits of the sort code - see reason above. No, you can’t send me ‘tips’ to my mobile as I don’t use the Vodafone mobile - partner does. Why does everything have to be so hard? Really, why? I’m not asking you for any secrets or sensitive information about my account, we are not discussing anything sensitive, just please HELP!!

Iam now seeking legal advice how this company has treated me .Was with them for under 3 years as we changed over to the fibre internet.Had nothing but problems from day one.Athough they tried to correct my poor internet they failed .Therefore over 13 complaints I had enough and left .They wanted £259 cancellation fee ,the company moved to were willing to pay it .I refused due to the 3 years poor service and they should be giving me compensation.Anyway I thought it was all sorted until I received dept collectors letters and phone calls .Not only that they have affected my credit score .I have never had a black mark against my name regarding credit.I just retired after running a business for 21 years .Spoke to 2 of the dept collectors and they dropped Vodafones claim against me and then another one popped up .How a company can black list your name ,harassed the elderly and they are at fault.Well am taking on Vodafone to highlight this as I can't be alone . Vodafone am going to name you and shame you .😡

Absolutely awful! Im writing this with 1 bar but keeps going to 0. They said we'd have Internet soon but it's been 3 weeks with no Internet and I'm fuming. They are awful at sorting it out. Don't use this one. EE is better.

Staff on the live chat spent 90 minutes setting up an upgrade and promising compensation for poor service and not letting me know my bill was going up by £10 a month then 3 hours yesterday genuinely actually 3 hours of my time not answering my question or cancelling my upgrade within the 14 day cooling off period ( the same afternoon). They passed me from one staff to another several times. They want me to message them again tomorrow to actually cancel it as their computer couldn't process the cancellation as it was passed the point of no return but would be able to do it tomorrow!

Vodafone has to be the worst customer service experience of any company. I frequently have to deal with 3rd parties and unfortunatley Vodafone business phones is one of them. There is never an instance whereby a new order or account assistance goes well. One the phone for hours. On live chat for hours. Orders not sent. Constantly trying to sell you other things rather than help you. SO bad.

The customer service is useless. I got a runaround more than once and finally my problem was not resolved. This after one hour.

20 year customer with BT. Their proposed new broadband cost for a new contract was detached from reality. We chose Vodafone as we wanted a fair price, reliable and fast read band. We have all three. Their customer service is hit and miss but you can see a company focus on getting this aspect right which is what we got. The app is a bit buggy still but doesn't provide some worthwhile features above the BT offering. The speed is 4-5 times quicker than the BT we had previously and at a slightly smaller monthly payment than our old BT contract. We had an internet booster included with the deal which has ensured no poor reception in the home with an excellent mbps download for the ev charger and car. No regrets here and a company id recommend to friends and family.

- Vodafone , full mark's for overall experience on my home broadband , from taking out the contract online to activating the hub , just a great experience ( 11 out of 10 ) , well done guys ✔️

Premium cost for contract deals, with roaming being added extra. For us 4yrs ago we could take a call in the house. Now we can barely take a call stood in the front garden. When you ask for help you get a stupid pathetic chat-bot which totally patronising and useless. Also plagued with so called catch-up calls designed for one thing to tempt you to by extras or renew your contract early in a ruthless way. Would like to give a higher rating but based on the above.....it's a big no.....we will end our existing contracts in April and go with another provider saving 70%of our current monthly bill have a better signal and.....Oh by the way....roaming is included.

Decided to move my broadband provider from Plusnet to Vodafone. Big big mistake!
Went online and selected a Vodafone product that suited me no problem. Every thing was going along fine with completion scheduled for 8th April but then 2 days ago I received a text telling me they had successfully set up my DD and requesting me to follow the instructions provided to check all the details and let them know of any errors.
The link provided took me to my Vodafone account and I was able to follow the next step but then the next tab just didn’t exist. Tried several times both via the link and direct via normal account access.
I was keen to make sure the details were correct as I was a little concerned about when they were intending to take the first payment so thought I’d contact them to clarify the situation.
Used their Chat facility and after managing to get an agent rather than a bot it soon became clear that the agent wasn’t “equipped” to deal with my enquiry, I asked direct questions which they ignored completely and just kept saying that all will be clear when my accounts is active on the 8th April. I asked how then I could check the DD details their text asked me to do. Again they were most unhelpful and just kept insisting that despite what the text said I didn’t need to check the details but that they could check them for me! I questioned that and asked in that ask if they were prepared to take responsibility for any subsequent errors. They ignored that question like so many before. So I advised them that I will request a full transcript of our conversation for future reference. This I did via the tab within the chat screen but when I received it all I got was the bot conversation not the agent chat and not even their name.
I had had a prior agent conversation via the chat facility and had successfully received that in its entirety so the abbreviated one I received was odd today the least.
So, whilst the Vodafone deal was slightly cheaper than renewing with Plusnet I decided that I was not happy with Vodafone agents so decided to cancel the order.
Simple you would think but no very far from that.
I spent over 90 minutes this morning between 3 different agents. The first said after 45 minutes that they couldn’t actually cancel the order so offered to transfer me to another agent in a different department. I wasn’t at all happy with their inability to help when I made it clear within the first minute what I wanted but agreed to the transfer. After going through security again and again telling them what I wanted to do and as requested gave them my reasons for cancelling they finally advised that they also couldn’t deal with the cancellation and offered to transfer me to yet another agent in another department. I was somewhat furious by this time but kept my cool and agreed to the transfer. The next agent advised that rather than than me going through everything again they would read through the earlier chat conversation but also advised that I would need to chat every 1 - 2 minutes to avoid being cut off. I did that and eventually the agent came back and told me they had actioned my request. They provided a link for me to request a transcript of our conversation and ended the conversation. I clicked on the link which took me to Vodafone but not to my account to access the transcript details as….they didn’t have an account in my name!
I have subsequently received a text to confirm cancellation, what a relief. I have never had such appalling experiences with any company, customer support is absolutely awful as far as I’m concerned. I really regret ever contacting Vodafone, I certainly won’t ever again. Disjointed, incompetent service throughout!

Absolutely abysmal service.... hold for 20 minutes, they answer and ask what you want and then abruptly end the call!!!!!! If you can't get knowledgable, trustworthy people answering your customer service calls, then what good are you???!!!!

One of the worst companies to exist on the planet. I will throw a massive party when they eventually go bankrupt from Starlink etc. Call staff are all Indian, barely speak English and are rude. Chat bot is slow and frustrating. When you finally get through to a human they are completely useless, take 4 minutes to reply to each message, and don't help with your problem whatsoever. Our bills go up 7% a year for this disgraceful service. Jelly and ice cream when you go bust!

I Joined Broadband in October as they were offering an incentive of £125 to do so. When the 120 days were up Giftcloud should have issued me with a Voucher.
After 6 emails and only receiving 3 back from Giftcloud I decided to contact Vodafone for their support to get what I was expecting.
My contract is with Vodafone who sold me the offer and was told they couldn’t help me reclaiming the £125 because it was a third party which deals with that offer
( Giftcloud )
I asked the agent so Vodafone has fooled me into signing up so I should be able to cancel my contract with you as not receiving the £125. All I got from them I would have to pay the termination cost if I cancelled.

Question: Why can’t I get help from Vodafone who dangle a carrot 🥕 to get the business and now they are refusing ownership with myself and others reading reviews on Giftcloud.