Vodafone Australia Reviews 957

Trying to get my Dad's NBN and mobile phone accounts cancelled after he passed away.

Vodafone's customer service has been unhelpful and obstructive. Been into store - can't help me; phoned customer service multiple times - right person never available; tried chatting online - don't get any response.

Don't appreciate my time being wasted. Would never use Vodafone on the basis of this experience.

⁷Do not switch to Vodafone Broadband.
Whoever you are currently with as a I.P can't be a sh1t as Vodafone.
Today I got 15 MB download and 7MB upload!
Which, ironically, is on par with Vodafone Mobile speeds.

With ZZOOMM I could expect a CONSISTENT 600 MB upload and 450MB download.

So if you go with Vodafone 900 Full Fibre you'll be transported back in time to "dial up" speeds of the late 90s which to some is what their parents could expect.

I spent a whopping 8 hours texting with the customer service team to resolve an issue they had created. The customer service was absolutely terrible. Firstly I wanted to buy a product and they send me the wrong link. After i purchased it i could see that the esim was not for Cyprus but for Australia. 7 hours to get a person to proceed the refund. Every 5 minutes i had a new customer representative coming in the chat and i had to explain everything from the beginning. Then they sent me a QR code to scan with my camera and they asked me why I couldn’t scan it. How on earth could I scan the code with my camera when it was on my emails? What a horrible experience

A very nice man called Surill from the Southend Branch was very helpful and very polite and he was incredibly patient with my daughter who was opening up a mobile contract.He was a trainee but very competent

Vodafone Mandurah Forum..., Manager's an absolute diamond... Anyone who has patience and nouse to be able to sort out my 80yr old mother's phone dramas is the bomb !!!
Which was a huge bonus after driving 100km to our nearest Vodafone store !!!

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.

Absolutely appalling experience after 27 years with Vodafone

I have been a Vodafone customer for almost 27 years. In that entire time, I have never missed a payment, never had a billing issue, and have always paid my devices off without problem. Today’s experience has completely destroyed any confidence I had left in this company.
About a week ago, I decided to upgrade my phone. Instead of buying the iPhone 17 outright, I chose Vodafone’s option to pay it off on my plan, as it worked out cheaper. I upgraded my plan, completed all paperwork, submitted my ID, and everything was approved. I was told tracking and shipping details would follow.
A week later, with no phone and no tracking info visible in the Vodafone app, I called Vodafone to find out what was going on. I was then told — for the first time — that my plan upgrade and phone order had been cancelled due to a “bad credit score.”
I was told I should have received a text saying someone from Vodafone’s credit department would call me. I received no such call.
I was then told that my “credit score with Vodafone is $1.” Yes, one dollar. I was advised to check my credit report myself because Vodafone uses third-party agencies.

So I did exactly that.
I obtained a credit report from Equifax, my credit rating is extremely good with no issues. I called Vodafone back, explained this, and was told Equifax wasn’t the “right” one to check and that I should instead check Experian.
I did that too. My Experian report shows my credit as excellent, with no blemishes, no defaults, nothing outstanding.
I called Vodafone again, asked to speak to someone senior, and asked to be transferred to someone who could clearly explain the issue. I was told no senior staff were available.
During another call, I was then told Vodafone cannot recheck my credit for six months. Six months despite the fact that every external credit agency says my record is clean and despite being a customer for nearly three decades.
At this point, I drove to the Vodafone Miranda store (Westfield Miranda) to speak to someone face-to-face.

The staff member:
• Confirmed I’ve been with Vodafone nearly 27 years
• Confirmed all bills have always been paid
• Confirmed a recent phone upgrade was paid off quickly
• Confirmed no account issues whatsoever

Yet I was again told my credit limit with Vodafone is $1 — something the staff member admitted he had never seen before. Even he agreed this made no logical sense but it’s out of his hands.

I showed him both credit reports. His response?
“There’s nothing we can do. It’s the algorithm.”

No escalation path.
No credit department I could speak to.
No manager.
No head office contact.
No way to fix an obvious error.

When I asked what my options were, I was told bluntly….
“Your only option is to go with another company.”

After 27 years of loyalty, Vodafone was perfectly happy to let me walk away because nobody seems capable or willing to identify and correct a clear system or data error.
Only after all of this did Vodafone finally call me back to say they would “escalate it” and I might hear back within 24 hours. Frankly, that is far too late and inspires zero confidence.

The most disturbing part is not just the mistake, it’s the fact that nobody at Vodafone knows how to fix it. There appears to be no accountability, no transparency, and no customer advocacy whatsoever.

I am absolutely disgusted that a customer of nearly three decades can be treated this way and left in limbo while being told to “wait six months” for a problem Vodafone itself cannot explain.
If this is how Vodafone treats loyal customers, I can only imagine how they treat new ones.

Utterly unacceptable.

Vodaphone are grossley incompetent! A disgrace. In 4 months they didnt take payment once correctly by DD, i had to pay them direct on app, they tryed to tell me its was my fault or my banks fault.....well everyone else gets paid just you muppetts thst cant? and your extra charges are never being paid....its racketering and theft you are criminals and you will noy bully people, total scum bag organisation, never use them, i will see you in court, i dare you to call me in? I have proof of accounts your bs is not going to fly, shame on you......your chorley branch is a bunch of cant be arsed(s) sad company hope you sink, your all chancers with no integrity

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.

Company failed to activate the voucher, leaving the customer without credit!

I have just changed to Vodafone from another provider. The person I was lucky enough to talk to at Vodafone was Sabina, working in Ireland but from Nepal. Sabina went above and beyond to find me the correct package and get me connected asap. She was super efficient, a delight to deal with and made my move to Vodafone hugely smooth and worthwhile. She is superb. Thank you Sabina you’re a star!! Sarah

Not happy at all with this company, I had left EE due to poor service and had gone to initially move to Vodafone, I was told my router would arrive the next day and it did not and I had cancelled plans to be at my home for the delivery.
I had also set up a date for my direct debit and then got a text saying I was to be charged money the following day which was not the date I had agreed and on this date I did not have the funds in my account to cover the payment as it was not due for another couple of weeks.
I had also wanted to upgrade the sim I initially took out on the package which I was told I could do should I wish to once the sim had arrived and I had tested it to ensure there was signal at my home. I was then informed that the quoted price of £24 would then change to £44.
I obviously cancelled immediately as my service hadn’t even started and I was already having issues with this company.
I was also passed from pilar to post while trying to sort things out which Vodafone had stated does not happen with their company, which it very clearly does. They are a complete joke! And not a funny one!

I have been with Vodafone for 16 years. I don’t have any issue previously as I live in Sydney. However since I deployed to different regional areas in NSW I can tell the reception not that great and worst when last week for 48hrs no signal at all or SOS! I was panicking and need to travel bigger town to get connected. After connection back I asked them what the compensation? They offered 2$ discount or maybe $10 I was laughing that hard. I just want to disconnected with them. So many problems with regional areas!

After being a loyal customer forever ive had to say goodbye. Awful reception with no message or internet connection capability, I currently live in northcote Melbourne and can see the towers but no connection and its not my phone. Have had 2 phones changed over to other providers with no issues now my last phone is going to another provider. Customer care have no idea and are obviously based in another country. Thumbs down for Vodafone.

I had a pleasant visit at the Fort branch in Glasgow and Leo was very helpful.

I MUST REPORT THE POOR ORGANIZATION OF VODAFONE IN MANAGING ITS CUSTOMERS WITH THE USELESS VIRTUAL OPERATOR WHO MAKES YOU WASTE TIME WITH THE RECOGNITION AND SAY THE SAME THINGS TO THE OPERATOR WHO TAKES CARE OF YOU AND THEN IF YOU HAPPEN TO THE ALBANIAN CALL CENTER HAS WASTED HALF AN HOUR OF TIME USELESSLY, JUST TO MANAGE A TECHNICAL FAULT. IN SHORT, THEY HAVE A PITY-LIKE ORGANIZATION. FINALLY IF YOU CONTRACT FOR FIBER WHERE BROWSING SHOULD BE FAST INSTEAD IT IS THE SLOWEST OF ALL, IN FACT I FIND A DOWNLOAD OF 70-80 MB AND UPLOAD HIGHER THAN THE FIRST. IT'S A SHAME I'VE BEEN COMPLAINING SINCE I CAME OVER TO FIBER. I'M THINKING OF CHANGING OPERATOR. VODAFONE DOESN'T CARE ABOUT THIS BECAUSE THERE ARE OBTUOUS PEOPLE IN COMMAND. THEY ARE ONLY CAPABLE OF TAKING MONEY. I'D SEND THEM TO DIG THE LAND.

I visited the Vodafone store located at 95–455 George Street (QVB), Sydney,—traveling specifically to purchase a phone. What I encountered was nothing short of appalling and stands as the worst customer service experience I’ve ever had in all my years of shopping.

From the moment I walked in, I was treated with suspicion and disrespect. When I presented my international passport as identification—valid documentation accepted globally—I was bluntly told it “wasn’t acceptable.” But worse than the policy itself was the manner in which it was communicated. The staff spoke to me in a tone so condescending and hostile that I felt criminalized—as though I were an unwelcome outsider who didn’t belong, or worse, someone who should be in jail rather than making a simple purchase.

I have never been spoken to in such a degrading way by any retail employeeS, anywhere in the world. It wasn’t just unprofessional—it felt deeply discriminatory. As someone who has shopped internationally across many countries, I can confidently say this level of rudeness and exclusion is unacceptable, especially from a major global brand like Vodafone.

After reading other reviews, it’s clear I’m not alone. The pattern of poor customer service at this particular location is alarming. To anyone considering visiting this store: please save yourself the distress. Do not go near the Vodafone QVB shop at 95–455 George Street, Sydney.

Vodafone, wake up. Your frontline staff represent your brand—and right now, they’re alienating loyal customers through ignorance and prejudice. Treating people with dignity shouldn’t be optional.

Cancelling broadband took 45 mins. They told me as a "heads up" that if I didn't complete their process/chat they wouldn't cancel/disconnect the service. Disengenious questioning & veiled (unsubstantiated) threats of charges - just enough to plant that seed of doubt - were combined with delayed responses carefully engineered to make me give up / quit before completing the process. Add to this their eye wateringly cheery tone - again probably designed to be so unendurable as to make you quit .. a deeply unpleasant way to spend the best part of an hour

Tried to sign up to broad band told that I already had an account which I didn’t know about got my bank details so will probably try to take my money as a contract exists no way of contacting them so have no confidence in continuing buying broadband from them

⭐ Zero Stars – Worst service I’ve ever experienced
I lost my phone and asked Vodafone Australia to convert my physical SIM to an eSIM. I was promised a QR code within 48 hours. It has now been more than three weeks and I never received it.
I got my phone back from Dubai Airport, but now my physical SIM has also stopped working. I have spoken to supervisors and senior staff many times, but nothing has been fixed.
I completed identity verification with my passport and video, but they still refuse to share or confirm the details on my account or help me get access. I cannot receive OTPs, use mobile data, or run my business.
I pay between $500 and $1,000 every month, yet I have been left without service and without support. This is the poorest customer service I have ever experienced. I feel completely helpless.