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‘Appalling’ service leaves Vodafone customer without mobile signal

Friday, July 10th 2015 by Ellen Branagh

A Vodafone customer has hit out at the company’s “appalling” customer service after he was left with no mobile signal for nearly a week.

Steven Etheridge said he phoned Vodafone several times a day after his signal suddenly disappeared on Monday, but was left “shocked” by the response from the operator.

He said he was promised calls back that never came, and was even hung up on several times by customer service representatives.

He is now planning to leave Vodafone after 10 years because of the experience.

Mr Etheridge, who works as a wedding photographer, said he has always suffered from poor signal at his home in Loxwood, West Sussex, but has a Vodafone Sure Signal box to boost his signal.

The boxes use a broadband connection to provide a mobile signal, and are used by customers in places where they cannot get a signal.

But on Monday, Mr Etheridge’s signal inexplicably disappeared.

“I’m self-employed so I work from home, so this is a real issue,” he told Cable.co.uk.

“If people choose to call me on the mobile, which they tend to these days, it goes straight to voicemail.

“And I don’t even know if I have got a message, until I go somewhere where there’s signal.”

He said he had been phoning Vodafone since the problem started, but had found no resolution to the problem.

“I’ve been phoning Vodafone since Monday, and the service is absolutely appalling.

'Shocked'

“I can’t believe a big name like Vodafone manages to get away with treating people so badly.”

As soon as he gets through to a specialist they ask if they can call back, but that "as yet since Monday, contacting a minimum of three times a day I have had no calls back.

“And when they come against something they can’t answer they just hang up so then you have to start again.

“Anything too complicated they just put the phone down. I have had that now at least three times, the phone just goes dead and it’s obvious they have hung up.

“I’m not being rude or aggressive or anything like that, I just want to get my phone sorted.”

Mr Etheridge said it seemed “obvious” that the problem lay with the Sure Signal box, but he had been left so frustrated by the lack of help from Vodafone that he has now cancelled his direct debit.

“I thought the only way to sort this out is to cancel the direct debit. They’ll soon be on the phone asking why I cancelled the payment.

“I’m actually quite shocked, there’s no way you should be hanging up on your customers.”

He said he is now planning to move to EE, not only because it appears to have better signal in his area, but because of the way he has been treated by Vodafone.

“My contract with them (Vodafone) ends at the end of November but I’m tempted to pay to leave them early.

“It’s not that the Sure Signal has gone wrong, it’s purely on the basis of their customer care. Just on that basis alone is enough for me to go to EE.”

A Vodafone spokeswoman said: “We are sorry to hear about this and we are now launching a full investigation to establish what went wrong.”

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