Welcome, guidelines and FAQ

[Dana]

Hi asasa1,

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asasa1 wrote:

Hi I've also forgotton my four digit code. Is there any way I can retrieve it via email?

I can certainly help with your query.

Which four digit code have you forgotten?  Is it your account PIN?  You can pop into a Vodafone store, call our Customer Care team on 1555 from your Vodafone handset or 1300 650410 from a landline or alternatively I can look into it for you.  

I have sent you a PM with my contact details and to access your Private Messages please click on this link.

I look forward to helping you further.

Cheers,

Dana.

[MarissaWijaya]

Hi Sir/Madam (from vodafone),

Do you know where I can email vodafone? I tried to find vodafone email address everywhere and tried to follow the link to email vodafone. But it always dead end. I just received my bill and I need explanation why my bill is higher than it should be. So, I would like to explain the situation and need explanation from vodafone. If you can help me to show the link or give me the email adress, it would be great. Since I'm overseas now, I'm unable to contact vodafone by phone. Thanks.

Cheers,

Marissa Wijaya

[catbr5]

Well, I originally wanted to write an email, but the page where you log a complaint is not working. Isn't that convenient? I am furious with the customer service with Vodafone because of my recent experience. Last Sunday, I went to Bondi Junction to purchase the Huawei for $69. All three vodafone stores were out of stock even though it was on display at each of the stores. The store on the Bronte Road Entry level even told me they had it, made me wait 45 minutes for them to finish with a customer, to then re-check  and tell me they too were out of stock. I feel as though vodafone lures their customers in with a cheaper price, without having those phones actually available. Due, to the fact that I needed a phone and wanted to stay with my vodafone prepaid plan, I paid the extra 100 dollars for a samsung galaxy mini2. Now, the salesperson convinced me that it was economical to switch to a post paid plan of 35 dollars. I thought that this switch was also a good value for money, and agreed to it on the condition that I could keep my number. I was told that the process takes at least 24 hours but I could continue using my prepaid until the switch happend. On Monday I called the store to see if my number has switched to my new phone. I was told my number is in the que and that it will be done in 24 hours. It is delays because I sent my request on a Sunday, so it is 24 hours on Monday. My prepaid ran out on Wednesday and when I tried to activate my new sim, with my current number, the switch had not occurred. This time I called vodafone's customer service. They said that the original request on Sunday was never put in and that my number would switch between 4-24 hours. That same day after about 7 hours I called vodafone again to see if the number has switched yet. They said my orginal request from that morning was canceled, so now they have to re enter the request and it will take another 24 hours. At this point, I was furious. Nobody is doing what they are suppose to do, and a manager listened to my complaint and finally in the evening my number had swapped. THIS WAS A HORRIBLE INCONVENIENCE. I have a sick family member in the hospital overseas, and knowing they could not reach me if something happend was horrible. I am also disappointed that so many of my requests to keep my original number were denied or canceled. IT WAS THE ONLY reason I wanted to upgrade to the 35 dollar plan. Now I feel like Vodafine tricked me. They tricked me into buying a more expensive phone and a more expensive plan without even providing quality customer service. I am a very unhappy customer. My account also changed on the myvodafone website. I had to create a whole new account, for the same number. I would at least like a summary of my old account in email or myvodafone website form, but that as well has not been provided to me. I really hope that someone responds to me.
Thanks

[Kirsty]

Hi catbr5,

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catbr5 wrote:

Well, I originally wanted to write an email, but the page where you log a complaint is not working. Isn't that convenient? I am furious with the customer service with Vodafone because of my recent experience. Last Sunday, I went to Bondi Junction to purchase the Huawei for $69. All three vodafone stores were out of stock even though it was on display at each of the stores. The store on the Bronte Road Entry level even told me they had it, made me wait 45 minutes for them to finish with a customer, to then re-check  and tell me they too were out of stock. I feel as though vodafone lures their customers in with a cheaper price, without having those phones actually available. Due, to the fact that I needed a phone and wanted to stay with my vodafone prepaid plan, I paid the extra 100 dollars for a samsung galaxy mini2. Now, the salesperson convinced me that it was economical to switch to a post paid plan of 35 dollars. I thought that this switch was also a good value for money, and agreed to it on the condition that I could keep my number. I was told that the process takes at least 24 hours but I could continue using my prepaid until the switch happend. On Monday I called the store to see if my number has switched to my new phone. I was told my number is in the que and that it will be done in 24 hours. It is delays because I sent my request on a Sunday, so it is 24 hours on Monday. My prepaid ran out on Wednesday and when I tried to activate my new sim, with my current number, the switch had not occurred. This time I called vodafone's customer service. They said that the original request on Sunday was never put in and that my number would switch between 4-24 hours. That same day after about 7 hours I called vodafone again to see if the number has switched yet. They said my orginal request from that morning was canceled, so now they have to re enter the request and it will take another 24 hours. At this point, I was furious. Nobody is doing what they are suppose to do, and a manager listened to my complaint and finally in the evening my number had swapped. THIS WAS A HORRIBLE INCONVENIENCE. I have a sick family member in the hospital overseas, and knowing they could not reach me if something happend was horrible. I am also disappointed that so many of my requests to keep my original number were denied or canceled. IT WAS THE ONLY reason I wanted to upgrade to the 35 dollar plan. Now I feel like Vodafine tricked me. They tricked me into buying a more expensive phone and a more expensive plan without even providing quality customer service. I am a very unhappy customer. My account also changed on the myvodafone website. I had to create a whole new account, for the same number. I would at least like a summary of my old account in email or myvodafone website form, but that as well has not been provided to me. I really hope that someone responds to me.
Thanks

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Porting usually takes around a few hours only - it does close down altogether on Sundays and so your port should have been actioned before noon on Monday. I'm really sorry this hasn't happened in your case; the situation you've described is not what I would expect for any of our customers.

I can definitely appreciate that having a sick member of your family in hospital means you need your phone service to work - you would still be able to receive calls on your prepay even though it was out of credit. We should have explained this to you when you called, so you wouldn't need to worry. We also should have explained that changing over to a plan will mean your old MyVodafone account will be cancelled, and you'll need to register again, as you found out.

We've definitely gotten off to a rocky start with your new plan service, and I'd like to help. It's not possible to send a summary of your old MyVodafone account - it's gone for good. What information were you after? Some information will be stored in our customer management system, and if we have the info you're after I'm happy to provide it to you via email.

What do you think of the Galaxy MIni 2? If you have any questions about the phone, pop into the Android board here on our Community - our Android experts will be only too happy to answer your questions!

Thanks,

KIrsty.

[MarissaWijaya]

I have posted my enquiries regarding asking for explanation in this Vodafone Community. I'm waiting for a couple of days and nobody from vodafone customer service replied to my enquiries yet. I saw another posted by another angry customer and they replied them within a day. Are vodafone customer service only replied when customer angry? I tried to be nice and asked nicely about where i can contact vodafone from overseas? I'm very furious with Vodafone but tried to supress my anger. I only asked for an email address nicely and nobody replied my post. What kind of Vodafone Community it is? I tried everywhere in vodafone website to find Vodafone email adress and the link lead me to nowhere? It seems you guys don't want anybody to contact you. A very bad customer service. I'm going to change to other provider when I arrived in Australia. I'm really disappointed. Now, I understand why my friend change provider to Optus and always complain about Vodafone customer service. I am very understand her feeling now since I feel the same too.

[James]

Hi Marissa,

MarissaWijaya wrote:

I have posted my enquiries regarding asking for explanation in this Vodafone Community. I'm waiting for a couple of days and nobody from vodafone customer service replied to my enquiries yet. I saw another posted by another angry customer and they replied them within a day. Are vodafone customer service only replied when customer angry? I tried to be nice and asked nicely about where i can contact vodafone from overseas? I'm very furious with Vodafone but tried to supress my anger. I only asked for an email address nicely and nobody replied my post. What kind of Vodafone Community it is? I

I understand the way you feel, and I apologise for the time it's taken for us to get back to you regarding your billing query. I want to provide you with the assistance you need.

 I'd also like to give you the email address you need, please send an email to online.help@vodafone.com.au with C670CJJBI in the subject, and put your mobile number, account pin and a link to your thread on the Community in the body of the message. Once you send your details through I'll be able to help explain your bill and assist you to correctly monitor your usage.

If you've got any other questions or queries, be sure to include them in your email.

Kind Regards,

James.

[MarissaWijaya]

Thank you for your reply. I just send the email with the all the billing inquiries, my details and the code in the subject. I hope I will hear ASAP from the customer service of vodafone.

[Gravy]

Want to change my out of date contract to 365 day prepaid as I'm overseas

[Alana]

Hi Gravy,

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Gravy wrote:

Want to change my out of date contract to 365 day prepaid as I'm overseas

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How exciting that you're currently overseas!  I'm a little jealous but hope that the weather where you are has been fantastic.

Our 365 Days Recharge Offer is a fantastic option to choose especially if you're not too sure when you'll be returning to Australia.  You can find more information on this Offer and our other Prepaid offers here.

I'd be more than happy to take a look at your account and organise for your number to be switched over to Prepaid.  To do so I will firstly need to gain access to your account.

Please email me at online.help@vodafone.com.au with code C587CALED in the subject line with the information in our email guide (http://bit.ly/VFcomm) in the body of your email with your details filled out.

Once I have your email I'll ensure that your transfer to Prepaid is completed for you as soon as possible.

Thanks!

Alana.

[mrfamilia]

hi,

just new to the forum and had a question and wasnt quite sure where to post it. i am an existing customer of vodafone and wanted to add an ipad to my vodafone account. wanted to shop online through the store but it tells me to call customer care for assistance. does anybody know why i have to do this for?

cheers