1,510 Customer Reviews over 38 pages
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- Location
- southport
- Reviewing
- Vodafone
- Date
- 2020-06-27
- Comments
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line always braking down they say will fix it but still not fixed
- Location
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- Location
- London
- Reviewing
- Vodafone
- Date
- 2019-12-10
- Comments
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Unreliable routers. New one broken after 8 weeks. Put price up mid contract (not annual inflation rise).
- Location
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- Location
- Essex
- Reviewing
- Vodafone
- Date
- 2020-05-29
- Comments
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Avoid, not sure where they get their router from, but the download speeds are very temperamental, I was on talktalk fibre before I moved over as I thought it might be worth while being a mobile customer as well.
My talk talk speeds never changed nor did the connection ever drop. live in a 1 bed flat and the vodaphone connection struggles to keep up, sometimes the internet speeds are fine,a lot of the time it takes for ever, can’t wait to go back to talktalk
- Location
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- Location
- London
- Reviewing
- Vodafone
- Date
- 2023-05-23
- Comments
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I have been on the phone with Vodafone technical for the past few weeks more than a few hours everyday and they finally gave up and referred me to a customer service team. I spoke to Sandra today and she explained how the fault is with me and not them even though I explained to her the fact that my mobile hotspot works fine for all of my devices and that I need an engineer to come have a look or a new router which she refused to assist me with and asked to take my complaint with ombudsman. I wish I could give them negative stars.
- Location
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- Location
- Bolton
- Reviewing
- Vodafone
- Date
- 2021-04-08
- Comments
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Terrible customer service. I have ordered my home move on 8th march. They have advised me to decide the upgrade first so in my new home will be new upgraded broadband. Next day called again, another person said, you have to do the home move first then call for upgradeation. I was totally confused what to do. He reassured me that his pervious colleague was wrong. and ordered home move which should activate on 23rd march. They have confirmed me that engineer is coming on 23rd march to activate it. On 23rd march, All day i was awaiting for them, no one came. I called them on 24th march, they said they have called me and i haven't answered (Thats a lie!) They booked another home move order and confirmed will definitely activate before 8th april, As usual no one came. As usual they said to me someone called me and found me busy (another lie!!), each time when i chase them they keep passing the line to different person and test our patience. They have wastage my at least 3 hours each calls ....very very annoying ...big headache ... you buy headache by spoiling your money???? No-one should try this ever....
- Location
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- Location
- Cambridge
- Reviewing
- Vodafone
- Date
- 2019-04-04
- Comments
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The worst experience I have ever had with a telecommunication company. I had a mobile broadband, the website stated clearly that the end date of the service. Three months after the end date, I get a bill for the past three months. I call them up and they tell me that I have to give a notice and the services will be cancelled after a month and I will have to pay for 4 months in total after the "end-date" of the service.
The customer services and complaint lines advisors are very rude. Whenever I asked a question, their reply was, "Well, that's very unfortunate""Well, that's how it is".
What I didn't understand is why there were no emails sent in the past three months to tell me there is an outstanding balance? and they didn't have an answer for that. They don't care about their customer satisfaction, they only want to squeeze and extra amount of money.
Very bad service, very rude customer service agents.
- Location
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- Location
- London
- Reviewing
- Vodafone
- Date
- 2018-09-03
- Comments
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Bad customer service, very bad
- Location
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- Location
- London
- Reviewing
- Vodafone
- Date
- 2024-01-15
- Comments
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Such poor customer service and very poor broadband provider. This is simply wrong. The way they treat their customers is so poor. Causing so much inconvenience and wasting so much time. I have been on a customer support chat for 2h. For something as basic as wifi coverage which Vodafone can't provide to their customers. So ridiculous. Also Mohit, Anushree and Shubham have provided disgusting and rude customer service, completely un useful. They kept repeating the same things and did not solved the issue. Do not buy any plans with Vodafone. They have become too big to appreciate any more business.
- Location
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- Location
- Coventry
- Reviewing
- Vodafone
- Date
- 2018-10-04
- Comments
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absolutely the worst internet i have ever seen. never had the speeds they say they offer, never had any solution from customer service.
- Location
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- Location
- NW leicestershire
- Reviewing
- Vodafone
- Date
- 2023-01-13
- Comments
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Utter rubbish, since day 1, I have had issues with this service. They sent me an extender to boost my signal and still it does nothing but drop out!
I have asked to be released from my contract as it’s not fit for purpose and today they asked me to start undoing the faceplate on the BT Open reach socket - this should not be expected of customers. AMD still they won’t let me leave, instead promising yet again to fix the issue
- Location
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- Location
- Harrow, London
- Reviewing
- Vodafone
- Date
- 2018-04-13
- Location
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- Location
- Uk
- Reviewing
- Vodafone
- Date
- 2023-07-03
- Comments
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Worst customer service, cut me off for not paying a bill, with no communications at all, 4 days BEFORE the bill was due, according to their own text!!!
Would not recommend.
- Location
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- Location
- Stockport
- Reviewing
- Vodafone
- Date
- 2016-06-11
- Comments
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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
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- Location
- Hayes, Middlesex
- Reviewing
- Vodafone
- Date
- 2019-03-21
- Comments
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A VERY AVERAGE broadband service. I signed up for the 36mbps at £20 in March 2018. The router arrived on time and I was connected before 8AM on the scheduled day, so everything went smoothly. I never had issues with billing, and never contacted Customer Service so cannot comment on its efficiency. The speed was consistently as advertised. However, the reliability of the broadband itself is very average and only really suitable for very light users. On a wired network, the connection would drop out approximately 4-5 times a day. I found the biggest issues with the router and Wi-Fi. My Samsung TV would struggle to stream HD movies, so buffering was a major headache. And the range of the router was very weak in a standard 3 bedroom semi, with smartphones unable to connect a lot of the time. I found this broadband wasn't kind to 3-4 devices simultaneously connected. These issues were bearable up until February/March 2019 when they dramatically worsened. I tried changing the settings on the router, but no luck. And I wasn't in the mood to spar with Customer Service with BT offering a good deal at the time (despite BT's abysmal customer service and horrendous setup issues, it's 50mbps I previously found was reliable and suitable for my medium user needs), so I terminated my Vodafone contract early (which cost me around £50). Vodafone was then the cheapest I've paid for fibre broadband, but not recommended as it couldn't handle standard expectations of the service.
- Location
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- Location
- Wales
- Reviewing
- Vodafone
- Date
- 2018-05-15
- Comments
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All references to 'lies' below are my honest opinion based on my experiences, I have used the term as I believe it to be the most accurate description. I repeat opinion rather than fact, for legal reasons.
In our experience Vodafone Broadband, drops out a lot, does not reach the promised speeds, has dreadful ping times and when you contact them they appear to lie to you, then appear to lie some more and never so much as bother responding in the way requested (The lies I refer to relate to their reason for low broadband speeds (less than 15mbps when our line is capable of 60+mbps)
being broadbandd wireless interference stating I was too far from the router despite being plugged in via ethernet, that to allow a third party router would result in their licence being withdrawn, that because their router stated 59mbps all other measurements (which, moneysupermarket, uSwitch etc broadband speed tests were wrong) and that they would call or email in response as requested - all untrue, you can decide if untrue statements are in fact lies or if I have misinterpreted these, you decide.
Not once did they call me on the number the call was requested on or reply via email - they did call my partner's phone despite specifically being asked not to - way to go - excellent display of listening and complying with a request from a customer.
Oh and try buying a router of your own to use (in our case for enhanced parental controls), good luck with filtering through the seemingly pre prepared scripted lies relating to that. (Really would this result in their 'licence' being revoked - seriously!!) If so why have they not lost it when their own forum is littered with how some customers have managed to use third party router (try typing in searches about using third party routers on vodafone to see for yourself)
If I could escape the contract and go elsewhere for a higher the cost I would do so without a second thought.
If you want awful service go for it otherwise go elsewhere.
Poorly trained staff, seemingly pre scripted untruths - the most truthful response I have had is that they can't help - I suspect that it is more won't than can't but that part is also opinion.
Vodafone gained a broadband customer until the end of the contract but will almost certainly lose our business plus my partner's mobile business and there is no chance I will use them when I am looking for a new mobile provider in the next few months.
Vodafone have effectively made a great case for me to use a different supplier - perhaps they should get commission for that.
Way to go Vodafone - oh and I also reported their speed guarantee advert to the ASA - the response being that Vodafone are already under investigation for that, the outcome of this is not yet known, at least by me. ( Not just us noticing an issue with this then)
Again, way to go Vodafone, why not just cut me off and keep taking the money as it's about the only base not covered so far in terms of destroying any trust I had in them.
One thing is they, after some complaint, applied a 15% discount we did not ask for although I had complained that their router appeared to overstate the speed presumably to avoid giving the discount for speeds below the guarantee, all we asked for was what we paid for being the broadband speed - which Vodafone stated that BT confirmed not to be possible despite the speeds having been provided with our previous supplier also using the openreach network (another seemingly in true statement via Vodafone), I suppose the discount is small consolation.
Well there you have it, speeds way lower than our previous supplier, frequent drop outs, refusal to allow us to use a router with enhanced parental controls, customer contact littered with seemingly untrue statements, awful ping times and failures to so much as follow simple customer request to correspond in the way requested.
I'll get the above won't appear in their next advert.
Did I mention the above has produced unhappy customers?
- Location
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- Location
- Newbury
- Reviewing
- Vodafone
- Date
- 2019-09-29
- Comments
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I helped my mother switch from EE to Voda home and broadband last year. She is elderly and depends primarily on the phone for emergency/doctor services the line also supports a connection to a emergency response/panic system.
She also relies on the internet for comms. with family and friends.
First few months were fine, broadband speed we measured to be on point and it was fairly reliable with the odd dropout. A month ago we got a dead line and broadband which I reported as a level 1 user via online chat which the agent acknowledged and informed me would take up to 72 hours to resolve. Admittedly probably a BT/Openreach problem with Vodafone being accountable to fix.
Agent was fine we had lost our support call credentials but had account number etc to he was able to process the fault resolution. Problem seemed to be resolved after a total of approx. 3 days downtime
Last couple of times the problem is back intermittently. I used the online chat facility again and was greeted by 'Shilpa' who dug her heels in and refused to process the fault because I couldn't provide account number/ref from previous fault call that she had on screen in front of her.. and any other personal details? I explained the seriousness of this and she was oblivious. Her 1st solution was to get my mother on the chat(hello to speak direct--despite the fact the problem I'm calling about is no broadband and phone access!!!
Second option was to access My Vodafone account and change credentials...I asked her to give me a link to the complaints process, made it clear she was providing a poor customer service and I needed to escalate..Her response ' We have an internal complaints process' and would provide a link or anything. Asked for the name of her supervisor that she said she had discussed the situation with...silence.
So...after 30 minutes of wasted time I tried to access my Voda account which guess what...didn't work. Back on the chat again and the agent sends me a credentials reset by email...which didn't work. Was told he would have to refer to the superUser to get it fixed which would take up to 24hours...24 hours is nearly up and nothing.
I've dad numerous problems with Vodafone customer service mainly from the offshore call centers who seem pretty inept. No more Vodafone for me I'm cancelling down my 3 phone lines, My mothers Internet wont renew. Never again.
Also don't be fooled by the 'no broadband access no charge' marketing ploy...remember that happy smiling chap on the advert. There is no automatic compensation on the back of fault. You are told to contact customer service and waste more time justifying yourself. Utter rubbish don't bother.
- Location
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- Location
- Ipswich
- Reviewing
- Vodafone
- Date
- 2023-11-13
- Comments
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I upgraded to full fiber900, from 67 over a week ago, max speedim getting is 43. Call them several times but all I got was sorry and excuses. Customer service is absolutely non existence total waste of time. The only good thing I'm in my cooling off period so I'm definitely going to cancel. Stay clear!!!
- Location
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- Location
- Reviewing
- Vodafone
- Date
- 2019-01-27
- Comments
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they expect the customer to open the bt socket which is illegal just so they can run tests, they even asked me to open the bt socket with a screw driver i mean WHAT if i was a old person they said they could not fix the issue without this, i have been told by BT that if i touch it and there is a issue then i will be charge for a minimum of £50 for a engineer call out
- Location
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- Location
- Holbeach/Spalding/lincs
- Reviewing
- Vodafone
- Date
- 2019-04-27
- Comments
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I changed from plus net to Vodafone and I went from a stable 29mb line to a unstable 18mb line overnight, 2 months later and several online chats with their customer service team and I'm now down to a 12mb line, all I've been asked is that they want to test my end equipment and each time while testing I get cut off from their chat even while using my mobile data, poor poor customer service, its as if they're not hitting the minimum speed guarantee and can't be bothered to fix it, have to give me the discount so then drop the speed further, they state theres a line fault on my line, if that's so and it was fine before I switched to Vodafone, perhaps they should realise its not in my property, also their own router wifi isn't as strong as a plus net WiFi or a billion router wifi signal.
- Location
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- Location
- Carshalton
- Reviewing
- Vodafone
- Date
- 2018-01-02
- Comments
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If you are considering vodafone broadband, don't do it, just don't! On fibre 76 and recieve a max of 35 from time to time, the rest of the time shockingly lower. This is below my guaranteed speed and they simply do not care. They have concluded it is my copper wires and refuse to do anything about it as "its not our issue". Complete and utter farcical service. Pay more and get a better service with another provider. Never never had such issues with BT.
- Location
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- Location
- SUTTON
- Reviewing
- Vodafone
- Date
- 2021-11-30
- Comments
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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
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- Location
- London
- Reviewing
- Vodafone
- Date
- 2018-06-05
- Comments
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Swtiched from BT, good but expensive.
Router regularly reboots. Connection drops on broadbancd both wired and wireless.
Pages very slow to load yet somehow it does OK on speed tests.
Customer service very poor.
But worst of all I am not allowed to get Vodafone mobile phone contract via any third party whilst I have BB with them.
Shambles
- Location
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- Location
- Buckinghamshire
- Reviewing
- Vodafone
- Date
- 2018-09-13
- Comments
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Been with them six months, absolutely terrible.
1. Signing up was a nightmare - refused to accept details, tried to charge me the wrong amount, repeatedly rejected my card details.
2. When it went live service very very patchy - constant drop outs and slow speed. An issue that has never been resolved to my satisfaction.
3. Customer service appalling - nothing is ever done, you have to explain everything ten times over.
4. The router is sh*t.
Stay away from this clown company.
- Location
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- Location
- Bucks
- Reviewing
- Vodafone
- Date
- 2018-12-05
- Comments
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From the moment I switched from BT, who were excellent, I ran into issues.
Firstly, the onboarding process - it took me repeated attempts to sign up and when I did my go live date was delayed - I didnt receive any compensation (as I should according to Ofcom).
Secondly, and most importantly, the speed and quality fo the connection deterioratd rapidly. Pages wouldnt load properly. Connection would drop out randomly. Speed rarely got above 5mbps (this is FIBRE!!!), no matter what th ridiculous app said.
I raised this issue dozens of times. Each time I had to restate eveything again, go through the same poitnless diagnostics. In the end an excellent engineer from Openreach solved some of the problem, but not all and the service degraded again. Baiscally Vodafone oversold their product, and have insufficent capacity and are employing sneaky traffic shaping.
Custoemr service was atrocious. We have blindly stumbled on for a year but I finally bit the bullet and decided to leave my contract early, at great cost to myself.
Keep well away from this bunch of utter clowns. I wouldnt recommend this atrocious service to my worst enemy.
I am now worried that due to Dynamic Line Management my line has been degraded and effectivley "poisoned" by the terrible service these guys provideed and I will never get the heady, amazing speeds provided by BT ever again. I was comfortably getting 52mbps with BT, now no provided will guarantee more than 20mbps and it is all because of vodafone. It'll probably need to be reset by openreach all over agaiin.
They are ****ing useless ****s and I would never use these utter ****s again.
- Location
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- Location
- BRIDGEND
- Reviewing
- Vodafone
- Date
- 2021-06-22
- Comments
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I have been with Vodafone broadband for over 18months,tied into a contract. I would definitely not recommend this service to anyone the service has been appalling with supply dropping in and out constantly.The helpline service was time consuming and not at all helpful unable to resolve any problems.A very poor service all round.
- Location
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- Location
- Northants
- Reviewing
- Vodafone
- Date
- 2020-10-13
- Comments
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Broadband ticked over ok but I was a low user. The fun started when I vacated the property. My contract date was 21st monthly, Vodafone were contacted to cancel the service on 30th Sept, which they did however instead of issuing a closing account for the pro-rata amount the wanted the FULL monthly payment for which they will eventually refund the difference, in the meantime they are charging the new tenants from 1st month. At the point of writing this I have been on a call with them for over 49mins & counting. Ive spoken to 2 different people who a failed to understand & now tell me I will be charged a late payment fee because they havent issued the correct bill. I'm now being transferred to a 3rd person..oh joy another long wait with dreadful music playing. This is appalling service. Now I've been advised he doesnt want to put me through to someone else another & starts arguing with me when Ive been perfectly polite but firm that I wanted this resolved & to be given the amount due to the closing date so I could make immediate payment. At the last point I was left on the line for 30mins The call ended without resolution after 1hr 20min 46secs. APPALLING SERVICE
- Location
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- Location
- READING
- Reviewing
- Vodafone
- Date
- 2020-02-05
- Comments
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Wanted to give No star, but there was no option. 1 Full year I ran with 2 Mbps In fact as per Guarantee speed I should get 23Mpbs, So Whole year the problem was not fixed and was on Discounted payments.
- Location
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- Location
- Hampshire
- Reviewing
- Vodafone
- Date
- 2018-02-19
- Comments
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We recently cancelled our fibre with Sky due to this one being alot cheaper. I was slightly worried after I signed up reading some of the reviews, but after having it for 3 weeks its been fine,.
the router is much better than the sky one and I no longer need to use my additional TP Link Wifi booster. The speed is actually better than I was getting before and the app is really good and has all sorts of features,.
- Location
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- Location
- London
- Reviewing
- Vodafone
- Date
- 2021-06-14
- Comments
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Terrible customer service they charge extra every month and say it won't happen again and it still happens do not get vodafone broadband
- Location
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- Location
- Bessacarr Doncaster
- Reviewing
- Vodafone
- Date
- 2021-11-03
- Comments
-
An absolute joke of a company. Would not recommend at all. Do your research before getting bound into a 24 month contract. Signed up to Broad band superfast 2 (63mbps max) and their website after assessing my postcode gave me an estimated best speed of 43mbps. No where near that, I get 22mbps. I've cancelled two of my mobile contracts with them and can't wait to get this joke of a contract to be over. Customer services have no clue what they are talking about. When anyone raises concern over speed when they first sign up, they want you to run a diagnostic to go past the 14 days cooling off period.
VERDICT:STAY AWAY!!!!!!
- Location
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- 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
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- Location
- Stoke on Trent
- Reviewing
- Vodafone
- Date
- 2018-01-30
- Location
-
- Location
- Halifax
- Reviewing
- Vodafone
- Date
- 2018-03-01
- Comments
-
Do mot make contract with vodafone, i have spent hours and hours chasing vodafone customer service and complain deptt but issue hasnt been resolved yet, trust me once you sign the contract they will bully you as much as they can e.g with me when i rang them they said we need to run wire speed test at the time when there customer service is open, but when they are closed they wont take the speed test result that you run on app or on pc, they will try there best to justify that they are sending this much speed on your connection, even they told me that there is something wrong with your house internet wiring, get it checked and it was perfectly fine..
So guys dont buy the broadband from vodafone
Even its sound cheap but trust me it will cost you alot more than what it is.
- Location
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- Location
- Warrington
- Reviewing
- Vodafone
- Date
- 2021-08-17
- Comments
-
There was an internal administration error at Vodafone which caused our broadband internet to be disconnected. After spending hours on the phone with Vodafone support being switched from one person to another, we were told that it will take 14 days to reconnect back to the internet. This is unacceptable as we work from home and Vodafone’s mistake has caused us a lot of inconvenience and stress. We decided to cancel our contract and will be looking for another provider. We have been with Vodafone for years and their customer service and technical support used to be a lot better.
- Location
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- Location
- London
- Reviewing
- Vodafone
- Date
- 2018-02-10
- Comments
-
Disgusting customer service. Endless hours spent on hold waiting for a stupid advisor only to have to answer 10x security questions. Then the person can't help and transfers me to the wrong department who then transfers me again. The guy then tried to charge £3pm for caller id which i refused and he was a right rude fool, I asked him to put me through to complaints he said no three times then hung up. Then on hold 30mins again and no luck so hung up and tried again and then their stupid machine doesn't work when you call and then called again and on hold another 10mins so far and waiting.... Utterly useless!!!!
- Location
-
- Location
- London
- Reviewing
- Vodafone
- Date
- 2022-07-21
- Comments
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Just don’t take Vodafone-you will never have internet-but you always will leave with stress off not have internet!!!!!!!!!avoid avoid avoid
- Location
-
- Location
- London
- Reviewing
- Vodafone
- Date
- 2020-06-18
- Location
-
- Location
- LONDON
- Reviewing
- Vodafone
- Date
- 2020-01-18
- Location
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- Location
- Edgware
- Reviewing
- Vodafone
- Date
- 2023-05-30
- Comments
-
Literally the worst service, the worst provider, the worst everything. I cant count how many times I have been on the phone with them regarding their service, and subsequently refunds that were not processed. It is a horrendous company that make promises and provides no service whatsoever. AVOID getting broadband with them!
- Location
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- Location
- Chester
- Reviewing
- Vodafone
- Date
- 2019-03-03
- Comments
-
Utter pants. There has not been a day when we have had a trouble free internet day. Constantly drops out, router resets itself back to its default name and password, we have used 4g more than we’ve enjoyed connection! Customer service seem clueless (prompting you to reset the router every time you call) was told initially “oh the line will have a 10 day settling in period, that’s why you’re dropping connection.” Well let me tell you... day 12 I reverted back to BT
My Father used to say “you get what you pay for”
Absolute rubbish Vodafone!!! Will be steering clear of your services until my last breath.
- 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.