I can safely say that Vodafone has gone down hill and the organisation would not know customer service even if it bit Vodafone on the bottom. Very hard on the bottom in fact. I say this as a customer from 1995 who left about 3 months ago this year.
I originally acquired my Motorola flip analogue phone (yes analogue) back in 1995 from Carphone Warehouse (yes, I am that old.)
The provider was Talkland, to be acquired by Vodafone.
And believe it or not I stayed with them based on contract phones, other other tech, e.g. iPads, and their customer service and their being British.
By 2024, I possessed an iPhone 13 on contract, my paying approximately £60pcm, V-Home, and Multitracker.
I’d run my Mum’s phone as well via Vodafone.
So I spent a lot of money over the years.
One key reason for Vodafone was and is their network coverage, especially data.
So what did I notice?
By 2022 I reckon Vodafone had begun to turn into a shit show in terms of customer service, and certainly the case by the time I left in 2024.
What shocked me was my simply requesting the PAC code and Vodafone doing sod all.
Shit customer service, when you could get through to a agent.
Waiting times, not to mention the impenetrable and hard to navigate voice system, to then meet (normally and by no means my criticism of culture) a foreign language agent following a script unable to make decisions, and for the most part possessing bad product knowledge, with a failure to understand simple customer needs.
Though when speaking to technical specialists I can say they did know their stuff.
To then make matters worse Vodafone simply exited its V-Home portfolio of products, saying “bye bye” without some much as offering an alternative or saying sorry.
On enquiring of EE off the back of shifting address with our BT home package I was astounded as to cost savings, service, native British speaking agents, better customer App and UI.
Conclusion
If anyone from Vodafone reads this I am glad to be out. You need to sort your customer services out. You prices stink. You let customers down, including me, as to V-Home. In fact you seem to flippantly deal with your customers. And lastly no effort whatsoever was made to retain a loyal customer of 20+ years.
So in the words of Lilly Allen…..