Comments on: Mobile Global Roaming with Vodafone Australia

By: Smith

Smith — Tue, 15 Apr 2008 13:10:27 +0000

im in africa at the moment and my vodafone mob is not delivering texts sent by loved ones back home in australia.

it also does not connect to very few of the providers here. when i was with optus travelling it would always connect up to who ever was available.

it is really terrible and i will never roam with vodafone again. once my contracts up thats it. unless they do something serious.

also agree about the ridiculous cost to call customer care. i needed to get thorugh and the waiting time was so long, and so expensive i gav eup.

anyone wanting to roam with voda- dont. what a joke.

By: Michael

Michael — Wed, 19 Mar 2008 13:34:12 +0000

Vodafone Australia. What’s going on…?

By: I.M. Churning

I.M. Churning — Wed, 19 Mar 2008 12:06:24 +0000

I was going to the US and had arranged to roam with vodafone and of course they said ‘yes sir’ and of course it didn’t work. I bought a T-mobile sim and 1000 national US minutes for $100 and the coverage was good for me except they charged me 1000 minutes in a few minutes. 15 minutes in a store and I was recharged again. The time in the shop cost me $150 and being unable to use the mobile even more so it didn’t represent a value business relationship to me.
I cannot recommend T-mobile or vodaphone.

By: shelly

shelly — Thu, 24 Jan 2008 12:48:37 +0000

I have also been disgusted with Vodafone’s International Roaming Service. Last year I was in Europe for 2 weeks, having ’set up’ global roaming beforehand - only to find out that it had NOT in fact been set up at all. I ended up having to phone Sydney, during their office hours of course, and after relating my story to one person after another (who of course never tells the person they are palming you off to what you are calling about). So you repeat your story 5 times, and I ended up with $144 worth of phone bills just to this so-called Customer Care to try and get roaming set up properly.

I have just returned from a short trip to Singapore. This time I had forgotten to set it up prior to arriving there. After attempting to phone Australia and aend Txt messages, I received Vodafone messages saying roaming is not set up and “to call the area code of the country you are calling from, followed by blah blah number. Short story is, after you call the code and number they advise - you get to listen to the original SAME message; i.e. the message saying roaming is not set up and “to call the area code of the country you are calling from etc. etc. etc.” Neat trick eh. Cat chasing it’s tail. I am about to email Vodafone and tell them I am switching to another provider - I don’t know whom yet, but absolutely any other company must be better.

By: henry crawford

henry crawford — Sun, 20 Jan 2008 04:06:41 +0000

You are right Lindsay. Class action!
The amateurs and thieves continue to cause me headaches. Again today I worked my way thru their (PAID!!!) phone menu sysyem and was on hold for 15 minutes and then just dropped off. How can they get away with such false advertising??? They still extoll the virtues of their global roaming on thir web site. Has anyone contacted us (even by a simple SMS) to apologise for their shortcomings and the inconvenience they have caused many people as a crucial time of he year. I hope everyone votes with their feet as I am doing…

By: Lindsay Kingston

Lindsay Kingston — Sat, 19 Jan 2008 03:24:38 +0000

Was not able to talk to my son who is travelling in Malaysia , Hong Kong, Japan since 25 Dec 2007. Today is 19 Jan 2008 and still can’t talk with him. Holy crap, regrets in signing up with Vodafone Australia. I have written to them to have my last payment refunded and when I cancel my contract with them, I want no penalties charged to me for the lack of basic service which they could not provide in the contract.

Class action needed here, should wake them up for the stress they cause to everyone of their customers.

By: Tim Morrey

Tim Morrey — Thu, 10 Jan 2008 22:51:20 +0000

For some reason all my online customer care dealings have been replied by “Emma”, if you look back at my first post she claims a refund is not possible due to the Network Service Agreement - however she has now made a “goodwill” credit on the account of $15, no refund of line rental though.

I have now escalted the issue further up the complaints ladder - will see what that brings.

By: chris koukoutas

chris koukoutas — Sun, 06 Jan 2008 06:07:21 +0000

i am disgusted at vodafone ,i have left for a holiday on 28th december 2007 to los angeles usa , i phoned and set up global roaming ,it is now 6th january 2008 i just got global roaming to work but only can ring australian land line numbers no mobile numbers i pay over $2000 per month in my vodafone bills , i expected better service ,i have been paying over $18 per minute using the hotel service to ring from our room,,all ican get from vodafone is that they are having some problems ,,,,i am disgusted

By: Michael

Michael — Sat, 05 Jan 2008 03:37:12 +0000

Tim, Emma spun their Network Service Agreement on you, ouch!

Vodafone is a public mobile carrier relying on customers to keep them going, hell, if you’re global roaming you’re likely paying 3x as much as their traditional customer!

Time to pick up the phone, it’s direct. Speak directly to their complaints department, go up a few ladders and get someone on the line that’s not going to palm you off, that’s just plain rude.

By: Tim Morrey

Tim Morrey — Fri, 04 Jan 2008 20:04:37 +0000

Roaming is back on in the UK, service started again just after lunchtime on Thursday however I often still get a red phone with an X meaning no incoming or outgoing.

Also there is now a message in the “help” section

I’ve been emailing back and forth to Vodafone customer care with no real progress - no refunds to be given either.

Here’s one of the many replies I’ve got back;

Response (Emma) 04/01/2008 01:41 PM
Dear Customer,

Thank you for your response.

Due to unprecedented levels of international traffic being carried on the Vodafone network during this Christmas Holiday period, Vodafone is experiencing periods of congestion impacting International Roaming customers connecting to the network or delivering TXT.

Vodafone is actively implementing network changes to alleviate this issue. Initial changes have been made, with further enhancements being implemented in a phased approach to ensure network quality is maintained. Customers should continue to experience improvements as the changes come into effect.

Your request for compensation is denied as per the Standard Agreement for the supply of the Vodafone Mobile Digital Service. Included in this agreement is the following:

“Vodafone is not liable for any indirect, special, economic or consequential loss or damage or loss of revenue, profits, goodwill, bargain, or opportunities or loss or corruption of data or loss of anticipated savings incurred or suffered by the customer however caused, whether:

caused by Vodafone’s negligence or otherwise: or
Whether or not Vodafone was aware or should have been aware of the possibility of such loss or damage.”
For full terms and conditions of the Network Service Agreement please log onto http://www.vodafone.com.au.

Vodafone understand this is not the outcome you were seeking, Vodafone appreciates the feedback given by its customers.