Review Time
Your network is completely unreliable. My calls keep dropping and my phone is constantly “not reachable.” I am missing important calls because your service simply does not work.
I am paying for a mobile service that fails at its most basic function. This is not a minor inconvenience; it is repeated network failure. Restarting my phone and basic troubleshooting does nothing. The issue is clearly your coverage and reliability.
If you cannot provide stable service, I expect to be released from my 24-month contract without any penalty. I will not continue paying for a network that does not deliver what it promises.
I went to the Morayfield shop today17/2 to see if I could get some help regarding a failure to connect. A young man came to my assistance and went about investigating what the problem was and how to rectify it.
He was both pleasant and understanding and above all else, very knowledgeable. I short he rectified the problem and had my iPad up and running again in very short time. Unfortunately there does not seem to be an avenue to enable me to thank him via his manager so I hope this serves to say thank you for your efforts and professional manner. Many thanks from an 85 year old to a young man of an upcoming *generation. Thank you,!
Terrible experience with Vodafone online and phone customer service. It took three weeks to try to connect NBN at my new rental and cancel it at my old unit. They cancelled and created a new plan at least 4 times, gave errors they couldn’t explain, and kept transferring my calls back and forth with no solution. Something so simple was impossible to resolve, and the online/phone service completely turned us off.
The Vodafone in-store staff were friendly and helped clarify what had been happening, but they couldn’t fix the issue because we decided to cancel our NBN plan due to how bad the online and phone service was. In contrast, contacting Telstra online got everything set up within 4 hours. Online and phone support overseas clearly doesn’t understand basic NBN setups.
I went to Belmont Forum store, and had an extremely frustrating and unacceptable experience today, where I spent nearly three hours (12:30 PM – 3:30 PM) without receiving a proper resolution.
I visited the store to change the ownership/title of my account or, alternatively, to switch providers while keeping my existing phone number, as Vodafone network coverage is extremely weak outside the CBD (over a 100 km radius). I have been using this service since 2018, even though the account incorrectly displays my friend’s name while all other details (address, usage, payments) are mine.
What I faced today:
* I was initially told I had overdue charges that must be paid before a title change.
* I requested a partial late-fee waiver, agreed to pay the remaining balance, and proceed with the ownership change.
* I was advised to contact the Hardship Team, which I did.
* After wait times, repeated verifications, and explanations, the Hardship Team extended my payment time and left NO notes for the next agent regarding the title change.
* As a result, I was transferred multiple times between departments and forced to repeat my situation at least six times, including four phone agents and two in-store staff.
- One agent waived $27, after which I paid the remaining $69 immediately.
### In-Store Experience
While waiting in-store:
* Store staff ignored me while serving customers who arrived after me.
* One staff member was visibly idle yet did not assist me.
* There was **no apology, acknowledgement, or communication** during extended wait times.
* Only after nearly **40 more minutes** was I told conflicting information.
Eventually, I was told:
* I could switch providers without needing the account holder present, using only my account number and phone number.
*He also advised to pay an extra $30 to buy a prepaid sim to change plan while my existing plan I paid for today finishing in 27th Feb.
* This directly contradicted earlier advice that I needed my friend present and had to deal with the Hardship Team.
* This correct information was never provided at the beginning, resulting in hours of unnecessary stress and wasted time.
### Impact
Both my friend and I had taken time off work and attended medical appointments prior to visiting the store. Due to the excessive delays and mismanagement:
* Medical appointments were cancelled
* Physical and mental stress increased
* Nearly an entire afternoon was wasted due to incorrect guidance and poor service
While on call the lady confirmed me to pay 69Aud and Been laid immediately, now I received a msg of $7to Pay!!
### Concerns
* Staff and the store manager appear **poorly trained**
* Information provided by customer care and in-store staff was **inconsistent and misleading**
* Basic processes that could be handled **online, via email, or through the app** required repeated in-person visits
* This experience felt **harassing, exhausting, and entirely avoidable**
I request:
1. A formal investigation into this incident
2. Proper training for store staff and management
3. An explanation for the incorrect and conflicting advice provided
4. Appropriate compensation for the time, stress, and inconvenience caused
This was one of the most disappointing customer service experiences I have ever had. I expect a prompt and meaningful response.
Due to issues with billing, misleading information, and being overcharged, I decided to part ways. Once the service was transferred, I found myself locked out of my account, with no online access to resolve the matter. The only way to reach them was through a customer service number. After five weeks and numerous calls, along with a formal complaint, I still haven’t received the money owed to me, nor can I speak to a manager to escalate the situation. I am now planning to contact the Telecommunications Ombudsman.
If I could give zero stars, I would. This is easily the worst telecommunications provider I've ever encountered. No department seems to communicate with each other, and promised callbacks never happen. When I call back to follow up, there's no record of my previous calls. I'm genuinely shocked they are still operating, given their terrible coverage and even worse customer service. It’s truly pathetic.
I would give them less than a star if possible. This is by far the worst telecommunications provider I've ever encountered. No communication between departments, unfulfilled promises of call backs, and when I follow up, there's no record of previous conversations. I'm genuinely shocked they are still operating, considering their poor coverage and atrocious customer service. It's truly disappointing.
During my recent visit to the company, I received an exceptional level of service. From the moment I entered, the representative was warm, welcoming, and genuinely attentive to my needs. They took the time to understand my situation thoroughly and explained everything in a clear and easy-to-follow manner. What truly impressed me was their patience — there was no rush or pressure, ensuring I felt confident with every step of the process. Their professionalism was complemented by kindness. Throughout the interaction, the representative remained calm, respectful, and incredibly knowledgeable about the offerings. They went above and beyond to ensure my satisfaction, double-checking details and providing helpful suggestions without being overly assertive. It’s rare to encounter someone in customer service who balances expertise with genuine care, and this representative is certainly one of those individuals. Thanks to their assistance, my experience at the company was smooth, stress-free, and surprisingly pleasant. Employees like this make a significant difference in how customers perceive a brand, and they deserve recognition for their dedication and effort.
I received exceptional service during my recent visit to the company. From the moment I arrived, the representative was warm, welcoming, and genuinely attentive to my needs. She took the time to understand my situation and explained everything clearly. Her patience was remarkable; she never rushed me and ensured I felt confident throughout the process. Her professionalism combined with kindness made my experience smooth and stress-free. Employees like her truly enhance customer satisfaction, and I believe she deserves recognition for her outstanding service.
I encountered unacceptable practices while trying to take advantage of a deal I found online. I saw an offer for a specific plan but found no expiration information. After calling to switch my plan, I was told I had to cancel my current one. I did that, only to face numerous frustrating calls without resolution. I'm now stuck in a confusing situation where the information provided is inconsistent. This has been incredibly frustrating, and I feel misled by the company.
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