Ian Morris
Ian Morris loves televisions so much he's been banned from wedding chapels in Las Vegas for trying to marry them. When he's not romancing technology, he can be found watching American TV. Ian likes roast potatoes, but he doesn't like digital rights management.
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Tuesday 25 August 2009, 3:27pm
So long, Vodafone -- and thanks for nothing
I've been a Vodafone customer for years. I first joined around the turn of the Millennium, when I switched over from what was BT Cellnet. Recently though, I've been thinking Vodafone doesn't offer the best value for money and because there were no new phones on its books that I wanted, I decided I'd give SIM-only a try.
After a fruitless negotiation with Vodafone's retentions department I decided O2, the current king of SIM-only, was the way forward (rather ironically, since it used to be Cellnet). My beloved QuidCo was offering £100 if I signed up to a 12-month, SIM-only contract. For a monthly fee of £20, I get something ludicrous like 800 minutes and 1,200 texts with unlimited Internet access -- the most important part for me. It's a deal that Vodafone simply wouldn't match.
I asked Vodafone if I could have a PAC to move my number to O2 -- that's where the fun began. The first request yielded no joy. I was promised a text with the details and a letter in the post -- neither arrived. On the second attempt, I pushed harder, asked for the PAC on a Monday, chased it on Wednesday, and was told it took 48 hours. I politely pointed out they'd had 48 hours and was informed it would be sent on Thursday. I called again on Thursday. It would take 72 hours. Then I kicked up a stink.
I was passed from representative to representative and ultimately put on hold and never reconnected to anyone. In total I was messed about for 40 minutes. For fun, I left the phone connected to see how long I'd be kept on hold for. After 2 hours 17 minutes my battery gave up.
Any doubts I had about leaving Vodafone have gone. I know I've made the right decision. So far, touch wood, O2 has been better in every way. I know there are some problems with its network at the moment, but somehow I get the impression it might have the motivation to fix it.
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Comments on this post
Dude... o2 rule :) If only you had asked me a few years ago, I could have saved you a lot of trouble. lol
Posted by Mohammed Jiwa on Tue 25 August, 2009 3:40 PM
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It sounds like I got off lightly when I left Virgin Mob. All it took was one phone call to say that I was leaving and would like my PAC code, and after2 minutes of holding, it had been generated and given to me. A couple of days later it also arrived via post. its just a shame that their tariffs are so uncompetitive.
Posted by Chargingfungus on Tue 25 August, 2009 5:49 PM
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£100 Cashback rom quidco?? Couldnt find thi deal aywhere mate!! I
Posted by Anonymous on Tue 25 August, 2009 8:56 PM
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Yours is just one experience with one situation. Personally I had no trouble getting a pac code out of Vodafone. As it happens I transferred to O2 for an iphone. Like Nate I have atrocious reception - keep getting a network busy signal in my flat, and when at crowded event (like the cricket at Lords) the network just dies - oh and don't even get me started on their website. I personally value being able to communicate with the phone I pay for above saving a few quid monthly and a one of termination of contract problem. My advice is to get a business contract if you want service (you don't need to run a business to get one). I still have an E71 on Voda business, get local rate customer service number which never puts me on hold, and proper insurance (i.e. next day no questions asked replacement) for £26 a month including the handset (similar package to yours). I'm not saying Vodafone is better than other networks on business tariffs, but if you have a basic punters contract, all the networks will treat you badly.
Posted by Tony on Wed 26 August, 2009 1:55 PM
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Hi Ian, It's Mat from the Web Relations team at Vodafone - hope you don't mind me commenting on your blog. Just wanted to pop on here to say sorry really, as it doesn't sound like you've had a great experience getting hold of your PAC. This certainly isn't the level of service we look to provide (Tony's experience above sounds more like what we aim for) - so please accept my apologies for what happened. I know you've ported out now, however if there's anything I can help with then don't hesitate to drop me a line at webrelations@vodafone.com and I'll be more than happy to assist wherever I can. Best wishes, Mat Clarke Web Relations Vodafone UK
Posted by Mat Clarke on Wed 26 August, 2009 2:43 PM
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The retention departments of the networks are the main problem. Instead of offering you upfront a "deal you can't refuse" when your contract expires, they make it difficult to get the PAC code. The thing is that these tactics work on a lot of people (worked on my GF) so they won't go away anytime soon.
Posted by Olivier on Fri 4 September, 2009 9:21 AM
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I'm doing the same, after 6 years with Vodafone as soon as I'm out of contract I leave. The last straw for me was my last upgrade in a Vodafone shop where I signed a contract for 18months despite specifically asking for it to be 12months. I guess all the free crap they gave me at the time as 'credits' are supposed to make you not look at the contract closely enough, caveat emptor and all that, but the service I got from the same shop when I realised what had happened just makes me think they should be called Vodalame, apparently i was trying it on...
Posted by David Bryder on Fri 11 September, 2009 11:43 AM
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