Contract

[Elvee]

Hi,

I arrived in Australia in January, and thought that Vodafone would be a good option.

However, since the beginning I can't have one clear, unbroken phone call with my new mobile.

My interlocutor always complains about breakdown, which is really really annoying when the phone call is urgent, or for work.

I am leaving in Canberra and checked the network status  network status:; I switched my mobile off and remove the battery and SIM several times; 

I also checked my coverage maps  to make sure I was within the coverage zones (which was the case)

I also tried several times to move from my office to go outside trying to find a coverage...it is pretty annoying to run in the corridor, at work, and moving everywhere with no successful communication, unpleasant for me but more importantly for the person who is calling me.

 I can't understand that, in such a city, and nowadays, Vodafone is not able to provide good connectivity. 

I also traveled in the north (NSW and Qld) and several times, I was restrain to an SOS phone call, which is quite depressing.

I did the troubleshouting Part II, with my office mate phone, same story with my SIM. My office mate has no problem of communication with her operator. 

Finally, here is the troubleshooting Part III, and I only report the most important one, but could have more than 10 Part A and B

Part A: 

Postcode: 0200

Suburb: Acton

Service difficulties (Call drops, Unable to send SMS, slow data speeds, No signal ETC): each phone call drops, or breakdown; the phone switch off to try to find a connectivity. the data speeds is pretty slow... I defenitly can't use my phone properly (it is a new one however)

Time of day (AM/PM, times , be specific): all the day long

How long has it been occurring: since the beginning of my contract (January 2012)

Any other Vodafone users identified the same issues?:  yes my partner, in the same circonstances


Part B:

Mobile Device in use: Sony Ericsson Xperia S

Device used for isolation test: Samsung

How long have you had the device? : since January 2012

Any other comments:

So, here comes the conclusion, I am paying for services  that I obviously don' t have (reading  the forums, I am far to be the only one) and it is really annoying and stressing.

Would you please, thus  indicate  how cancel my contract as the service are definetly not provided.

thank you in advance.

Regards,

[Elvee]

Part A: 

Postcode: 0200

Suburb: Acton

Service difficulties (Call drops, Unable to send SMS, slow data speeds, No signal ETC): each phone call drops, or breakdown; the phone switch off to try to find a connectivity. the data speeds is pretty slow... I defenitly can't use my phone properly (it is a new one however)

Time of day (AM/PM, times , be specific): all the day long

How long has it been occurring: since the beginning of my contract (January 2012)

Any other Vodafone users identified the same issues?:  yes my partner, in the same circonstances


Part B:

Mobile Device in use: Sony Ericsson Xperia S

Device used for isolation test: Samsung

How long have you had the device? : since January 2012

Any other comments:

[Dana]

Hi Elvee,

I arrived in Australia in January, and thought that Vodafone would be a good option.

However, since the beginning I can't have one clear, unbroken phone call with my new mobile.

My interlocutor always complains about breakdown, which is really really annoying when the phone call is urgent, or for work.

Firstly I would like to apologise for the late response to your post, it was remiss of us and the issues you are facing is definitely something I would like to get to the bottom of for you.  The frustration that you are experiencing is certainly not the one we'd wish to have and I will endeavour to come to a resolution that will suit you.

---

I am leaving in Canberra and checked the network status  network status:; I switched my mobile off and remove the battery and SIM several times; 

I also checked my coverage maps  to make sure I was within the coverage zones (which was the case)

I also tried several times to move from my office to go outside trying to find a coverage...it is pretty annoying to run in the corridor, at work, and moving everywhere with no successful communication, unpleasant for me but more importantly for the person who is calling me.

 I can't understand that, in such a city, and nowadays, Vodafone is not able to provide good connectivity. 

I also traveled in the north (NSW and Qld) and several times, I was restrain to an SOS phone call, which is quite depressing.

I did the troubleshouting Part II, with my office mate phone, same story with my SIM. My office mate has no problem of communication with her operator. 

The copious amounts of great information you have provided will help in getting to the cause of the problem, working together I'm sure we will get to the bottom of this very quickly.  Thank you for completing the troubleshooting from start to finish this helps me in knowing what route to take now.  

What I would like to do is to get some details from you so I can look into your account and raise a network investigation.  This involves the network team doing a detailed report on the areas that you are having difficulties and they will give you a call as to the results and some solutions.  I will also be available to discuss any options with you as well.

I have sent you a PM with my contact details and to access your Private Messages please click on this link.  As soon as I have your email I will start working on it for you.

So, here comes the conclusion, I am paying for services  that I obviously don' t have (reading  the forums, I am far to be the only one) and it is really annoying and stressing.

Would you please, thus  indicate  how cancel my contract as the service are definitely not provided.

thank you in advance.

My main aim is to take the stress and frustration out of the situation, you have been so forthcoming in the post with excellent detail which means that I can move forward quickly in getting you a result.  I look forward to hearing from you and getting you some answers.

Cheers,

Dana.

[ttc]

I have had the same problem in my area 3224.

Vodafone have finally said they will let me cancel my contract but want me to pay nearly $500 to keep my handset.

The handset is now 6 months old & well and truelly superceded. Not to mention the money that I have spent on accessories for it.

I believe I should get the handset free for putting up with the bad service reception for the last 6 months.

Now I have to shop around for a new provider, looks like Telstra. but I will probably go prepay until I determine that the service will be OK. Problem being No handset because Vodafone won't let me keep mine except for a rediculous fee.

I was promised that all would be better when new works were carried out in my area. That only made it worse it seems.

I did get 3 months credit on my $29 plan for still getting very little if any service.

I hope you have better luck than I do.

[Caitlin]

Hi ttc,

ttc wrote:

I have had the same problem in my area 3224.

Vodafone have finally said they will let me cancel my contract but want me to pay nearly $500 to keep my handset.

The handset is now 6 months old & well and truelly superceded. Not to mention the money that I have spent on accessories for it.

I believe I should get the handset free for putting up with the bad service reception for the last 6 months.

Now I have to shop around for a new provider, looks like Telstra. but I will probably go prepay until I determine that the service will be OK. Problem being No handset because Vodafone won't let me keep mine except for a rediculous fee.

I was promised that all would be better when new works were carried out in my area. That only made it worse it seems.

I did get 3 months credit on my $29 plan for still getting very little if any service.

I hope you have better luck than I do.

I can see that you are currently discussing this with Jess through email. Keeping the conversation to one thread (or in this case via email) will help us provide efficient support to you.

Thanks,

Cait

[ttc]

I am discussing this matter with a few people.

That shouldn't stop me from adding support or comment to other people should it.

Or are you trying to shut me down.....?

[Bart]

Hi ttc,

---

ttc wrote:

That shouldn't stop me from adding support or comment to other people should it.

Or are you trying to shut me down.....?

Absolutely not. Discussion and comments are encouraged, we just want to make sure that we're giving you the most efficient support possible.

Getting involved in conversations is what we love to see!

-Bart

[ttc]

I hope not.

Contract now cancelled.

No joy with my handset. pity.

Just awaiting bag to send back my handset.

[pclevel]

Hi All,

This seems to be a recurring theme.

I changed to Vodaphone from 3 in January 12 and got a Sensation XE. Reception was terrible, 0 - 1 bar inside and 0 - 2 outside depending on where I stood.

I complained to Vodafone and they said "We'll change your phone to a Sensations XL and that'll fix the problem". No it didn't!! When I went to my local Vodafone store they straight away said that that wouldn't fix the problem as it was the same specs for each phone.

Now I get told one day when I ring and complain that they have no further upgrades in my area and today they tell me the reason for drop outs and fade outs, (I take for about 5 seconds and the conversation goes mute and then comes back about 5 seconds later), is due to the current upgrades in my area.

Honestly, I'd love to know how much to get out of this contract and I'll go elsewhere to a service that is stable and that I can get calls where ever I stand.

If a vodafone tech reads this, please pass it onto someone who can assist me getting out of this current contract and going elsewhere.

Kind regards

[Maddie]

Hi ttc, 

Just awaiting bag to send back my handset.

I've just spoken to my colleague Jess who sent you an email today in regards to your service. The return satchel has now been dispatched and if you have any further questions in regards to this, please let us know via email. 

Thank you for your ongoing patience. 

All the best, 

Maddie

[Maddie]

Hi pcievel, 

I changed to Vodaphone from 3 in January 12 and got a Sensation XE. Reception was terrible, 0 - 1 bar inside and 0 - 2 outside depending on where I stood.

I complained to Vodafone and they said "We'll change your phone to a Sensations XL and that'll fix the problem". No it didn't!! When I went to my local Vodafone store they straight away said that that wouldn't fix the problem as it was the same specs for each phone.

Now I get told one day when I ring and complain that they have no further upgrades in my area and today they tell me the reason for drop outs and fade outs, (I take for about 5 seconds and the conversation goes mute and then comes back about 5 seconds later), is due to the current upgrades in my area.

Your transition from 3 to Vodafone should certainly be a positive one and I would love the opportunity to help you have these issues resolved before you look into your other options. To do this I'll need to ask you a few questions regarding your current situation to help narrow down what's causing you to have this experience. 

Can you please let me know some more information around the issues you're experiencing, such as; area you're in, handset you're using and for how long you've experienced the issues. 

Did you know we have an online Coverage Checker? Here you can check and see how much coverage you should expect to receive in specific locations, by simply entering your post code. 

We also have an online Network page where you can check for any planned and completed upgrades in your area, as well as any known interruptions to your service. 

Once you confirm the information I've asked, I'll be able to give you more specific information and some further steps we can follow to have this issue resolved. 

Thanks, 

Maddie