How to cancel your Vodafone contract – details and templates

May 10th, 2010 95 Comments By Paul Smith

admin badge How to cancel your Vodafone contract   details and templatesWe’re going to go on record and say that Vodafone’s current treatment of customers is inconsistent, unfair, insulting and offensive. They’ve also breached Ofcom’s General Conditions, which is about the worst thing it’s possible for a mobile service provider to do. Vodafone staff keep contradicting one another and their own policies, they’re breaking more rules than we can count and they’ve now taking to trying to confuse the facts concerning data usage.

If you’re a Vodafone customer, then you need to read this; if you’re not, forward it to everyone who is.

This post will:

  • quickly recap the issues
  • highlight the levels of douchebaggery going on
  • tell you what you can do about it, including a template for cancelling your contract

A quick recap

Last week Vodafone let slip they were ending the 500MB soft cap on data usage for customers; in the past, customers have been free to occasionally stray over the limit without paying additional charges, a point that have been clarifed in writing by Vodafone’s own staff on several occasions.

From 1 June, however, Vodafone will introduce “Out of Bundle” charges; customers will be charged for any and all data usage above 500MB – £5 for an additional 500MB or more, depending on the contract – thereby ending any notion of a Fair Use Policy.

This has significant consequences for all customers, especially over time as customers buy more apps and their average data usage rises.

What’s new?

Yesterday, Vodafone posted a new press release concerning the changes; we don’t think we’ve read a statement so full of horseshit in quite some time:

Vodafone UK to give customers total control of their mobile data spend

In June we’ll be introducing a free text service to tell our contract customers when they’re approaching the upper limit of their data bundle.  We’ll send them a text before they reach the limit and tell them how much it will cost them to use more data.  Customers can then make a decision on whether to continue, or limit their use, giving them total control of their spend.

500MB means you can read and reply to 10,000 emails, download 24 Google maps and read 8,000 BBC News stories. Today, a tiny fraction of our customers use their full allowance.

By removing a core benefit from you, Vodafone want you to think they’re doing you a favour. Spintastic. And insulting. As one person eloquently posted on Vodafone’s eForums:

It’s like evicting someone from their house and calling it ‘putting you in control of where you sleep’.

Another key development is Vodafone’s acknowledgment that they will have to allow some customers to cancel their contract without penalty (such as paying off the rest of their contract), but not all.

Exactly how much have Vodafone screwed up so far?

A lot. Here’s an exhaustive list for you:

1. These changes will be applied to all current customers, not only new ones. Many customers signed contracts with Vodafone on the promise that either data was unlimited, or that the Fair Use Policy only applied to individuals who consistently abused the 500MB limit; see here, here and here for examples of staff reassuring customers of this fact. One of the statements from a member of staff is this:

When a data bundle is listed as having a Fair-Usage Policy, this means the stated policy limit (in this case, 500MB per month) is only a guide used to measure potential abuse, and there is no automatic out-of-bundle charging for exceeding this limit.

If however your data-bundle has a specific limit, such as the 1GB iPhone bundle, or one of the Mobile Broadband plans, then these are a defined limit with no Fair-Usage Policy. That means as soon as you exceed that stated limit, there are automatic out-of-bundle charges placed on your account.

This is a representative of Vodafone, so we have to assume this is an official communication. Two specific points of interest here:

  • “there is no automatic out-of-bundle charging for exceeding this limit”
  • If… your data-bundle has a specific limit, then these are a defined limit with no Fair-Usage Policy”

2. Vodafone are in breach of their own terms and of Ofcom’s General Conditions. Vodafone have stated they only need to give customers 14 days’ noticed of the changes ocurring on 1 June:

Excessive use is listed in the current Terms and Conditions and applies for now, but when Out Of Bundle charging is introduced, the terms will be amended and so this won’t apply.

And let’s remind ourselves that:

If… your data-bundle has a specific limit, then these are a defined limit with no Fair-Usage Policy.”

Therefore, when the Out of Bundle charges are introduced, there will be a specific limit and no more Fair-Usage Policy, and as such Vodafone will have to amend a specific clause in your agreement. But as we explained previously, that clause is written into your core agreement, and as such Vodafone must inform you of the changes at the appropriate time:

7 Changing charges and terms

a We may change our charges or introduce new charges. If we increase our charges, we will give you at least 14 days’ notice and you may have a right to end this agreement under clause 11. If we believe any change in our charges will not disadvantage you, we may include it without telling you.

b We can make changes to or withdraw services at any time and we can make changes to or introduce new terms to this agreement at any time. We will give you at least 30 days’ notice of these changes if we do and you may have a right to end this agreement under clause 11.

If Vodafone were only introducing the Out of Bundle charges, they’d be able to give 14 days notice. But they’re not – they’re changing the terms of their agreement with you, which requires 30 days notice. Vodafone are in breach of their own contract.

The Ofcom General Conditions (that Vodafone must observe at all times while operating as a service provider) state:

9.3 Where the Communications Provider intends to modify a condition in a contract with a Consumer which is likely to be of material detriment to the Consumer, the Communications Provider shall:

(a) provide the Consumer with at least one month’s notice of its intention detailing the proposed modification; and

(b) inform the Consumer of the ability to terminate the contract without penalty if the proposed modification is not acceptable to the Consumer.

To the best of our knowledge, Vodafone did not provide one month’s notice to any customers that they were “modifying a condition in a contract.” Therefore, Vodafone are also in breach of Ofcom’s General Conditions.

It’s important to note that Ofcom specifies only those customers likely to suffer “material detriment” should have been notified, though Vodafone’s terms don’t make the distinction, meaning all customers should have been informed.

3. As late as yesterday, Vodafone were still selling the same contracts offering “unlimited Mobile Internet”. Vodafone have been able to use the word ‘unlimited’ in promoting their tariffs only because of their Fair Use Policy (as outlined in this ASA rulling). So even though Vodafone had announced last week there’d be no Fair Use Policy as of 1 June, this is how they were advertising the affected tariffs yesterday:

Want cracking value? That’s exactly what you get with our 24 month price plans. For just £30 you get a whopping 600 minutes, unlimited texts and unlimited Mobile Internet and webmail. You also get to pick from our great range of phones.

No stars or asterisks or caveats whatsoever. Shocking. Today the text has now changed to remove any mention of the word ‘unlimited’. We’ve heard from several Bitterwallet readers who are now returning their handsets within their seven day cooling-off period.

4. Vodafone is confusing consumers as to how much data they’re likely to use. In fact, we’re being told 500MB is perfectly adequate for everyday use:

“500MB means you can read and reply to 10,000 emails, download 24 Google maps and read 8,000 BBC News stories.”

You’ll notice there isn’t a single mention of mobile applications – a key reason as to why many consumers are buying data-enabled smartphones in the first place.

Nobody is going to read and reply to 10,000 emails, or read 8,000 news stories. What they might do, is listening to an hour of streaming music via Spotify on the commute. They might listen to and upload audio to AudioBoo, watch streaming TV or YouTube. They’ll open documents, upload photos, run Twitter and Facebook in the background.

Vodafone want customers to believe that 500MB is a perfectly adequate limit, by providing a nonsensical and completely fictitious example of data usage. “Woah, look at the size of those numbers! 10,000 emails! 500MB must be a lot!” Um, no, no it isn’t. Applications are far, far more data-intensive, so anyone who uses them for an hour or two a day can bust that limit wide open.

Can you cancel your Vodafone contract?

If you used over 500MB of data last month, then even Vodafone admits you may have the right to cancel:

“You’ll be entitled to end your contract if you can show that the introduction of the new charges has increased your total call and usage charges by more than 10%”.

Vodafone give two different types of charges, depending on your contract, but it appears that any use over 500MB will incur charges.

Regardless, there’s a case to be made for cancellation because Vodafone are messing with the core terms of your agreement, and effectively they’re changing your tariff:

  • Your current tariff has a data bundle with a Fair-Usage Policy, which (although Vodafone reserve the right to charge for) has no automatic out-of-bundle charging for exceeding this limit
  • Your new tariff has a data-bundle of a specified limit, with no Fair-Usage Policy

Clause 11b of Vodafone’s terms and conditions state:

You may end this agreement by writing to us if: we change this agreement to your significant disadvantage including changing or withdrawing services (we will tell you if this is the case) and you write to us within one month of us telling you about the change. This does not apply if the change relates to services which you can cancel without us ending this agreement.

The changes are of a significant advantage, because when you signed up you had the option of using more than 500MB in one month (or more) at no extra charge; from 1 June you will not.

Furthermore, Vodafone are in breach of contract, for announcing changes to the terms of your agreement and not allowing 30 days notice. If you’re likely to be affected financially by the changes, then Vodafone are also in breach of Ofcom’s General Conditions too.

I’m mad as hell and I want to cancel, dammit!

A note from us, then – we’re not solicitors, in fact we can barely dress ourselves. We’re not telling you to terminate your contract – we’re happy to offer advice and tools to take your fight further, but ultimately you are responsible for your actions. Please don’t take any of this as legal advice or a substitute for legal advice; we assume no duty or liability to you. Got it? Good.

  • you don’t need Vodafone’s consent to terminate a contract. You can always terminate a contract and stop your direct debit by informing your bank. The issue is whether or not you’ll be liable for damages for breach of contract or other charges.
  • the law and not the contract governs, so consumer law beats a contract every time. The supplier’s opinion is not determinative and nor is that of the regulators. Only the Courts can say whether a term is fair or not. What does ‘Significant Disadvantage’ mean? You may have to go to court to find out.
  • ultimately, if you refuse to pay termination charges on the basis they’re unfair, will Vodafone be prepared to sue you for a Court Order? If they do –you have a defence. No summary enforcement is allowed where there is a genuine dispute so they cannot collect disputed sums as debts.

What next?

  • If you do nothing you will be treated as accepting the changes and will not be able to change your mind later
  • Once Vodafone get around to informing you of the changes, if you do want to terminate you must do so within 30 days of the notice given to you of the changes
  • You need to pay for any items/use for the last 30 days that isn’t included in your advance monthly payment. If you’ve incurred such charges, call and find out what they are.
  • You can cancel your direct debit and send any final payment for any extra charges for the last 30 days by a cheque marked “in full and final settlement of all obligations.” They may try to charge you a Payment Handling Charge for this.
  • If you are still within the minimum term, you might like to take individual legal advice and/or at least find out what Vodafone would claim from you in charges, so you know your potential exposure if the court found the term was fair in your case.
Comments (95) Jump to most recent comment
  1. Posted by Rae January 8, 2011 at 2:18 am

    I’m visiting the shop tomorrow, if i can find a town where one still open! Theyve been overcharging me for 4 months now for my broadband dongle. Contract is 25 a month, been charged 40 a month instead now. So to proove it, i bought a prepay dongle with Three mobile 6 weeks ago. My vodafone dongle ‘has not even been plugged in’
    Todays bill?? 70 quid!!!! Proof!!! 70 quid for not even using it now and i’m allowed 3Gb.
    So, when i’m in the shop tomorrow, i’m going to video my visit showing me cutting the sim card in half and the date i did it. If they dare steal my money again i have proof they are blatantly breaking the contract.
    The direct debit is supposed to come out on or after the 10th, yet for the last 4 months theyve taken it a week early.
    I dont want to just cancel the direct debit as i dont want to be passed onto debt collectors. The direct debit guarantee says if vodamoan has made an error, i can claim a refund back immediately at the bank. Could i do this now? To get back the 45 quid theyve just stole from me? I need that money to buy food!

  2. Posted by Anna February 9, 2011 at 7:55 pm

    I have 2 yrs contract with Vodafone (currently on hold because of my DD cancellation). I never used my phone too much, rarely 3-4 hours a month (from free 600 minutes). I was charged in December for more than 100 pounds. I was shocked but I paid. I followed the online bill to check it but I struggled to understand where that 100 came from (very confusing- for me anyway).
    In January I was very careful, talked even less than average and before my free minutes were due to come -I phoned the Vodafone consultant asking, how many minuts I had left. Once i knew exactly how many I had free I was writing single minute down to control it. Nedless to say- I did not use them all. In the middle of Jan I checked the internet bill and………..they had charged me for my free minutes!!!
    I was furious!I wrote to Vodafone Head Office to complain and added, that I would not pay the January bill, untill it’s corrected and cancelled the DD.
    I haven’t had the response yet, but I am kind of worried now. I don’t know what I suppose to do. Should I write to them again or just leave it. I don’t know if I am going to live in UK, so I am not very much worried now about morgages etc but I would like to avoid court, because at the end of the day- I am left for my own and I don’t have a proof that i called the consultant.
    Has anybody been in similar situation?
    Thanks for any help.

  3. Posted by Grace April 24, 2011 at 2:35 am

    In all honestly I have found VodafOne nothing but helpful, yea there may be sone confusion as to fair usage but my friends are with other networks and experiencing the same issues, at least with Vodafone you can expect good, reliable reception more or less wherever you are . . . It seems no matter what network you’re with you can pick some kind Of fault. To be honset you all need to get over it, if you use too much data or minutes it’s dOwn to personal responsibiliy not VodafOne. They’re not there to baby you.

  4. Posted by Andy May 26, 2011 at 3:56 pm

    Ok, so this almost a year on from the apparent changes in the T&Cs, for which I have never been notified.

    I go to reduce my price plan, as I was informed I could after the 1st year of a 2 year contract, to find out that my price plan does not allow for a reduction. Having found out that what I was initially told was incorrect, I though it best to check the remainder of my price plan.

    If I log on to my account, ‘My products and plans’ state (please note ‘state’ not specify/indicate) “Your Plan for Small Business, 750 Minutes, Unlimited Texts, Unlimited Landlines, Unlimited Internet and Vodafone Passport” (have taken a screen capture of this)

    I was informed that this is not what I have on my price plan. Apparently I have, 750 mins, 3000 text, 2000 mins landline and 500MB internet (and will be charged for any extra usage). Now admittedly, I appreciate that I don’t always approach these limits and as yet have not breached them; however, having been told that I actually cannot reduce my price plan, I am more than a little hacked off that my T&Cs have been changed without notification.

    Because I did not happen to find out about these changes within 30 days of them being made, purely because I do not make a habit of reading the T&Cs on a monthly basis, does this mean I have accepted them, or do I still have grounds for termination of the contract?

    If anyone knows the answer, it would be much appreciated.

  5. Posted by ravikora September 14, 2011 at 10:33 pm

    need to get out of a monthly contract with vodafone; found the advice helpful but the template letter doesnt seem to be readble by my (MAC) computer ; how can I get access to this and more advice , best wishes and keep up the good work J freeman

  6. Posted by Jimmy Jackson September 27, 2011 at 11:57 am

    Thanks for the information. The Vodefone people are really really not correct people. They will tell any kind of lie to get you ti sign a contract. I know because it has happened to me twice. Very bad dishonest people.

  7. Posted by Ashar ali October 30, 2011 at 3:44 pm

    Well where to start im in a 24 month contact which 12 months have passed i got a iphone 4 and have had i replaced 4 times with a refurbished one i want to get out of my contract coz its hassel for me to keep and restorig my phone or not getting access to my phone due to faulty i got a second line am lost the handset and they are refusing to either cancell that 1 or give me a phone on discounth price i pay 70£ a month to them 1 for a contract i dont use n the other a faulty phone

  8. Posted by pete lake December 12, 2011 at 10:29 am

    I heartily concur with all said, it is the worst customer service I have ever experienced, and that is saying a great deal. I took the £3 per month deal which I was assured covered 250MB, I was not told that this governed only ONE days use and every subsequent day would be charged at £2 PER DAY. I called to express concern that these charges started appearing on my bill which at that time I thought were a mistake, I WAS ASSURED that these charges were a mistake on vodafone’s side and I WOULD NOT have to pay them, so with that confirmation I continued to use this item racking up my £2 per day unknowingly for mere KB’s of usage, Last month I used 67MB of my AGREED 250MB for the month and received a £40 bill!!!!!!!!!!!!! I am currently in discussions with vodafone who i’m sorry have been less than understanding and quite frankly not very good at their jobs. My advice as an intelligent consumer, DO NOT USE THIS COMPANY! They have no idea how to treat people..

  9. Posted by Dave February 16, 2012 at 11:01 am

    I totally agree with this last comment, DO NOT USE THIS COMPANY! The customer service is appalling, they don’t know what they’re doing.

    On a recent holiday I enabled data traveller, the call was logged on my bill but they failed to enable it. My data ended up being cut off and I was billed a hefty sum. I had to phone 191 about 10 times speaking to the clueless staff half of which didn’t even know that data traveller was available outside of Europe (I was in Canada). When I got home I’d been billed a ridiculous amount as the 191 calls had been logged on my bill as mobile numbers! When I phoned to complain they wouldn’t believe me, even though the time of each 191 call was in my call log. Level two support eventually agreed to refund some of the money but said he was putting a notice on my account saying no more money was to be refunded if I phoned again. I was furious!

    My wife’s account is just as bad. We have 3 months left but want out now. We’re willing to risk a buy out!! I’m going to write to the chief exec and ask him if we can get out early without a fee due to the useless and frankly rude customer service we’ve received.

  10. Posted by P122ed 0££ March 27, 2012 at 5:25 pm

    I am sorry to say that Vodafone have perhaps the worst customer service ethos of any company that I have ever dealt with.
    Some of their staff are rude to the point where I wonder if they are actually running a book to see who can wind up the customer most!
    I have been with Vodafone for a long while now because I wanted the coverage etc that a major supplier offered but no more.
    As soon as I can get out of this contract I will, it is my intention to break the contract due to breach of contract on their behalf, I am also of the opinion that the phone was missold to me and the information I was given by their instore rep was incorrect.
    It is time that companies like Vodafone felt the wrath of their customers dissatisfaction.

  11. Posted by Peter April 23, 2012 at 12:51 pm


  12. Posted by Niall E. Murphy April 26, 2012 at 9:21 am

    In response to your opening, the postings all seem to be from honest hardworking people (inverse of Vodafone!), with a valid point. I myself was a Vodafone customer for 11 years. My girlfriend (another “valued customer”) bought a smart phone and the bills trebled, although she never exceeded her data download. My response was to drop Vodafone immediately. Here is another point for thought. Vodafone have decided to cease the hard-copy of your bill, so if your of the older generation where online billing is an arduous venture, screwed by Vodafone is inevitable. Getting back to the online bill which is not a spreadsheet or numeric text that you can copy and past into a spread sheet for your own records/check. No, its an image of your bill, preventing you from using a PC application to check your account. The image takes up much more space, and takes longer to download, but at least it allows Vodafone to continuously screw their customers. Thankfully, in about 12 or more months people will drop them to move to a less corrupt provider.

  13. Posted by daniel john mobile 07584650630 May 2, 2012 at 2:00 pm

    is me daniel john my adress is 82 grafton court manchester m15 4ag , i need to cancel my 1month contract with vodafone from that i rung u.

  14. just dont use this horrible company, they rip you off big time.

  15. Iv been on contract one month because i got told
    They was a great network well wat a mistake this is my bill
    Is ment to be 35 a month yet bill is ova 45 but u dnt no how
    As iv not gone over my mins ir tx or mega bites and in being
    Charged vat on every tx n call its stupid they neva
    Said any thing about vat beinf agree with stuff


  16. After using Vodafone for a year ,they lowered the signal now i havent had a signal at all for the last 7 months. i had been taking my pc to town to get a signal, they say i have been using it so wont help, your meant to use a pc at home ,thats what its for.I am using a 3 dongle on top of my contract,Vodafone are much dearer and give less then others ,i cant wait till my contract runs out and wish they were exposed for the robbers they are.

  17. Posted by doreen mckenzie August 15, 2012 at 2:18 pm

    Hi There, need some advice. i purchased a contract phone from car phone warehouse on vodafone a couple of days ago but I do not like the phone and I have seen a better deal elsewhere. I have not used the phone except to turn it on and check its features. This morning my employer went into liquidation and i now have no job. i cannot afford to pay for this contract, i am a single mother, now with no job. I have been to CPW to try and return the phone but they have said to me they cannot accept my return as there are no returns and exchanges on contracts. They even wrote it down on the contract to be sure they were making it clear to me, but I do not remember the sales guy clearly explaining this to me. He was more interested in me getting an expensive cover and film cover for the phone. I feel like i have been duped. Can i get this contract cancelled? Thanks in advance.

  18. Posted by Jeanne September 3, 2012 at 8:55 am

    My husband, a Vodafone client, died in December. I called Vodaphone in January to let them know that I wanted to terminate the contract which was made until the end of June. I sent in a copy of the death certificate. I then received a bill from them for terminating the contract early. In addition, I got numerous calls asking for my husband from staff who were trying to push for their payment. I didn’t know at first if they were friends or family and it was rather upsetting to say the least.
    Now I am getting penalties added on every month that I don’t pay the bill.
    Is it true that survivors must pay a penalty in this case? It seems so unfair!

  19. Posted by Tim September 15, 2012 at 6:10 pm

    PS – I increased my minutes to 900 p.m. and my useage is 198mins but they still say I owe them £444!!!

  20. Posted by Tim September 15, 2012 at 6:11 pm


  21. Posted by Sarah-Jane Morgan November 8, 2012 at 10:20 pm

    I’ve been with vodafone for years as a pay as you go customer and had no problems, but this soon changed this year when I decided to take out a contract with them.
    I specifically told them that I wanted a package for just calls and texts as I never use the internet on my phone so I signed up for a £13.50 a month contract.

    I was horrified when I was charged £40 in October and £50 in November!!! I rang customer services who told me that “It was due to how much data I’d used” I explained on 2 occassions that I NEVER use the internet on my phone and I’ve turned off all my internet settings.

    VODAFONE ARE A NIGHTMARE – NEVER USE THEM. I’m scared to use my phone at all now.

  22. Posted by Suzanne November 19, 2012 at 5:59 am


    I have a list of complaints a mile long!
    First of all, the handset proved to be useless….had it sent for repair from a different Vodafone Outlet, (was given a “dinosaur” phone as an interim replacement, which I guess I should have been “grateful” for, as my previous visit to the Agent who set up my Contract had a “couldn’t care less” attitude, and said “it will take up to 5 weeks to repair, with NO replacement phone to use”. He was not interested in replacing the phone!
    Then there were the drop outs..12 times in 15 minutes was the norm….after countless phone calls to complain, which was an ongoing problem, months later I was advised “we have upgraded our coverage, and your phone is not compatible”! Can you believe it?
    In addition to this, my phone for some unknown reason switches to Message Bank, even though I have been into Vodafone for them to reset it….have also made several calls regarding this issue, and also checked the settings on my phone. After phoning and requesting that this be turned off (lost count of how many times), I was advised that it is OK now, “it has been turned off”. However, two people tried to call me countless times yesterday, and got the Answering Service, and couldn’t contact me at all so they gave up!! (My phone didn’t ring once)! Also rather interestingly, the guy I spoke to today said “I can see where it is switched on”!
    Again for the third time this month, I contacted Vodafone for a balance on my account….as I don’t receive a hard copy…and was told that the amount outstanding was over $100.00, which shocked me, because I am on a $29.00 per month plan, and my account was paid up to date last month. Also, I don’t use any data on the phone, only make calls and text…and certainly not the number of calls to warrant an account for that amount! (That is why I requested to see how the account was calculated). In 21 months, I have never used an excessive amount! I was also told to go online and check the account, but this is another nightmare as the system never accepts my passwords, which I have had to change countless times! Another complete waste of time, and another story!
    During my discussion today regarding the calls calculation, and cancellation, it was suggested several times, “I will put you through to Technical Support”….I thought we had moved on from that….makes you wonder if they are training robots to keep repeating themselves over and over without taking any notice of what you are actually saying??? But they are “well trained” in repeating….”sorry to keep you waiting” “ I apologize for any inconvenience” “I can understand your frustration” etc, etc…’s a wonder I am not in the “nuthouse” as a result of this experience!
    I guess it is marginally better than being completely ignored, as I wrote to the Vodafone Manager in Australia with my grievance months ago, and am still waiting for a reply!
    So, after another 1/2 hour on the phone today, I am still no closer to solving my request, for the summary of calls, and cancelling the Account (minus the exit fee I think Vodafone should pay me for putting me through all this misery)….but have been advised that “somebody will call you within 24 business hours”. We shall see!
    I rest my case!!

  23. Posted by grant oddy December 6, 2012 at 7:36 pm

    Well, this is my experience of vodafone..

    I took a contract out 5th of may 2012… i picked the number which was a nice number to remember, and the day after i took out my contract, Vodafail changed my number to a different number overnight!!!, i rung up customer service to express my concern and the representative said ” Do not worry about it, we will bill you on your new number and the other line will be terminated fee free.”

    Being happy that it was sorted i carried on as i normally would, it is now december the 6th, since that day i have not heard a peep from vodafone about the number i had chosen but was changed overnight…but this soon changed as on the 13th of november i received a letter saying my contract was cancelled and i owe a termination fee of £720…Considering i haven’t even used that number for nearly 8 months i am disgusted with vodafone, i cannot afford to pay £720 and i am in the middle of fighting my case and getting them to correct their mistakes…

    For anyone who reads this, DO NOT EVER USE VODAFONE, they rip you off, don’t care about you, they just want their money, take note of everyones experiences, do yourself a favour, and go with a more reliable provider

  24. Posted by Brian December 8, 2012 at 3:25 pm

    I was looking to upgrade to iPhone 5 but was not sure when my contract ran out. A friend told me to download My Vodafone App and that is when I found out that they had me down as a Business Account. Have now spent 5 days of my life trying to sort it out with them. One of their staff admitted to me that because I had a store set my original account up they did it as a Business as they get a bigger commission. Needless to say I get nothing but promises and now they want to charge me a penalty to close my account two months early.

    I pay them for their scam – not bloody likely.

  25. Posted by Laura Tamsitt March 25, 2013 at 1:29 pm

    Vodafone are a joke, i can’t wait to leave them!!!!!

  26. Posted by tony newman March 28, 2013 at 5:31 pm


  27. Posted by unhappy custumer April 24, 2013 at 1:24 am

    If someone thinking to make a contract Vodafone at home broadband 6months half price, then you have to think twice….you will spend money for calls to vodafone, you will waste your time trying to figurate where is that dreamed broadband and when you will have it dont be surprised by the quality…loads of web’s wouldnt load…they promise you up to 24mb/s, but i call it from 516kb – 5mb
    Jumpers internet. P.S. and be carefull of agent named Gideon or have stuff to record your conversation…good luck!

  28. Posted by Brad May 10, 2013 at 10:54 pm

    I just got a Vodafone 3 days ago. I want out of this contract. The mobile network is about 5 years behind. This is ridiculous. The salesman told me there was at peast 3g in most places. Wrong! I have not seen 3g on my phone yet! Is there not some kind of money back guarantee with the contract?

  29. I want to cancel my contract please this is a 30 day notice.

  30. Posted by Bernard McIlliams August 20, 2013 at 8:46 am

    Posted by Bernard McWilliams on 20th August 2013.
    I wish to cancel my contract. Please take this as my 30day notice.
    I have repeatedly attempted to cancel on-line. I have called a number of times and have been misdirected each time and I have been into two outlets and still my contract runs.
    I would appreciate a response to this and confirmation that my contract will end in 30 days.

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  35. I need to know how can I go about canceling my contract with Vodafone due to financial problems I really can’t cope now ?

  36. Posted by Wilson V. Plackal August 22, 2014 at 4:06 am

    please disconnect the mobile number – [phone number removed].

    My phone lost this ealy morning.

    **We’re not Vodafone – Ed**

  37. Posted by F Borcal October 6, 2014 at 6:29 pm

    I am very upset with vodaphone since March I have no reception at home and at work so it’s been impossible to talk in the phone. I’ve try to contact them about it they say I will be reward one they fix the problem. Also I had increases in my plans from £31 to £35. I am so upset and terrified with ther response. I have another year to go with them but would really appreciate if somebody advise me how to cancel/end my contract.

    Many thanks in advance

    F Borcal

  38. Posted by Alan Crame October 14, 2014 at 8:33 pm

    Vodaphone have taken money from my account without authorisation and they will not respond to my complaint. Bravo to this site, the more truth that’s told about this terrible organisation the better.

  39. Posted by Caroline Ashby January 2, 2015 at 5:52 pm

    Vodafone have taken money without authorisation from my account in five different occasions.
    They point blank refuse to refund it and say they will use it to offset future bills.
    On top of that my online billing account has been suspended and they won’t respond to my request for a hard copy. When I’ve rung in to check my latest bill I get a different answer each time.
    Add to that very poor customer service, lies and contradictory statements.
    I’ve now accumulated a case for cancellation. Vodafone are refusing point blank to terminate my contract until all penalties are paid. I’ve informed them that is against the law and I have the legal right to terminate. They have even put that in writing!!! Now I have requested all my telephone conversations under the FOI act and I’m intending to sue for damages the exact amount of the penalties they will levy. Only problem is they are ignoring calls letters and emails. Now doing the registered post route. I HATE THEM.

  40. Posted by John Black January 10, 2015 at 6:26 pm

    I decided to switch from Orange after being a customer of theirs since they went into business, and signed up for Vodafone, OMG, what a mistake this has been.
    Being self employed, I obviously wanted to keep my number which is a very easy one to remember, this number was allocated to me just by chance, Vodafone rep said that the “Keep your number” route was simple, OMG, how wrong they were.
    It is almost a week now since the PAC details were given and I was told to switch the phone off for five hours, on switching it back on, and up to this very moment, not only was the number switched, it is as dead as a Dodo.
    Have now spent around twenty hours on the keyboard, phone, and even did a forty miles round trip to the Vodafone outlet in Dumfries trying to sort the problem out, all without success, but if I wanted to take out a contract and receive a new iPhone, they would do backward summersaults for me.
    One of the favourite lines when on the “Chat” feature is “We are here to help” OMG x 1000.
    Vodafone reps have cut me off when they have not been able to tell me the truth and severe the connection to save them further embarrassment, what really frightens me is the fact that one person has been going through the same torture for eight weeks now and the problem has still not been resolved.
    I have never even considered taking legal action in my life before, but this situation is steering me to making this the exception.

  41. Posted by elaine wright June 7, 2015 at 5:05 pm

    My contract finished 8 th may but that sent a email telling me that my bill is ready phoned them up only to be past from one person to another that are scared to death to put you through to cancelations then somebody told me that somebody was going to phone me then that wonder why people are leaving looks like I will have to talk to Ann robinson

  42. Posted by Shaun bettany October 20, 2015 at 2:41 pm

    Hi my son in August got a massive bill of £1500 for over usage of data he pulled the money back from the bank then Vodafone stop his phone about 8 days later up to then he had used another £360 of data we knew there was a problem with the handset which he upgraded to in May so he took it into a Vodafone store which they sent away then sent back with a Vodafone letter head letter stating there had been a repair I phoned Vodafone to switch his phone back on they said it would be put straight back on and stated there had been a data leakage on hand set, and also was offering a pittance of compensation 2 days later my sons phonewastill barred at this point I called back and this time they said there was nothing up with the phone and he had to pay in full on a 6 month plan I told them to shove it I’ve requested a manager to call back several times still no call we are at a dead end now what can we do??

  43. Posted by Konstantin Denishev December 15, 2015 at 7:37 pm

    My issue explained in a letter I emailed the CEO of Vodafone and customer service:
    Dear Sir,

    I write to you as a last resort, as I have lost all hope dealing with your customer service teams!

    I am a loyal customer, and have been with Vodafone for roughly 5 years. Recently i renewed my contract and this is when hell broke out! First there was a problem with the offer I was given for my renewal and the discount I was promised… I took me more than 4-5 days calling every day and staying on the phone in excess of 1 hour per call mostly on hold. After that was resolved my mobile was not delivered in time so I had to go and collect it from the courier myself! Only to find out that I was promised 64GB version but got given 32GB version, I than started calling again customer service to try and get this resolved! I was explained that it is impossible and that 64GB version does not exist! I later found out that this is a lie! The mobile was faulty so I had to return it and got another one as replacement. A few weeks later I lost connection to the network, so naturally contacted customer service again and was told that my account had been migrated to a “New” system and that it was disconnected “By mistake”! I was then left with no mobile service for more than 15 calendar days! And had to call more than 20 times (each time on hold for more than 40 minutes!!!), went 4 times to the Vodafone store in Leatherhead ( was told they cannot help me as the contract was renewed over the phone) to finally get my service back working! I was overcharged the last month just after the upgrade and got told that I am due £50. I than got charged £1046 for absolutely no reason after spending another 3-4 hours on the phone getting bounced from team to team, was told that it is again a “mistake” and have been charged cancelation fee ( provided my contract was renewed recently!!!). I received a TXT message from a Billing manager on the 30th last month promising me that my money will be back in my account within 5 business days. Last week on Tuesday I called and asked why that is not still happened, and was explained that it will need a further 3 business days to complete. It has now been 10 business days ( 15 calendar days) and I still have no money!!!! Meanwhile my account has been overdrawn since 25th last month and I get charged £0.75 per day for that as well! I had no money to celebrate my birthday either which was on the 11th December!

    I would like to ask for your help as am desperate to get my money back! This is a lot of money and I cannot understand why your employees CAN NOT understand how serious this is and why no one can help me!
    If this does not get resolved I will be forced to take legal actions against Vodafone as I will not leave more than £1000 of my hard earned money to go to waste in your accounts!

    With Kind Regards

    Konstantin Denishev

  44. Posted by Dawn December 30, 2015 at 2:20 pm

    I’m not sure if this is still active but need help as I got a £2,000 bill from Vodafone in August & have been arguing with them since. I’m being treated horribly as well as being lied to, constantly being told one thing and then have someone else tell me differently.
    I have now made an official complaint & hoping Ofcom will help me get that bill wiped & the account cancelled.
    I also want to sue them for the stress they have caused me.
    Does anyone have any advice?

  45. Posted by Liesel Houghton January 25, 2016 at 2:08 pm

    I have had similar issues with Vodafone.

    First, I ordered a contract phone and they told me that I had to get a pay as you go SIM first and that it needed £10 top up on it. I paid it, because I didn’t realise it was wrong. Also, I had been given the wrong size SIM and so, I had to order a new one. Thankfully, after about a week of complaining to them, they reimbursed my £10 top up. However, they shouldn’t have charged me in the first place.

    Secondly, when I got my contract, I was under the impression that I had unlimited texts for 24 months, however, I only had unlimited texts for 12 months and they didn’t tell me that I had gone over. I had only 300 texts now and I had sent just over 800 and so, I was charged £90 more than my bill. Then, it was apparently my fault because I hadn’t checked MyVodafone, when I didn’t even know it existed and so I had to pay and then pay an extra £2.50 a month for unlimited texts.

    Then, I have a four member family group for £5 a month and last month, I checked my phone bill to see that it should have been £26 and it was £48 over and I was only half way through my month. I had been charged for calling on the family group. But what annoyed me the most was that I went through the breakdown of the bill (which apparently, the person on the end of the phone couldn’t see) and they I hadn’t even been charged consistently. On the Tuesday, I was charged £7.28 for a 16 minute phone call, but then on the Friday of the same week, I wasn’t charged for a 19 minute phone call. Then, it took them 3 weeks of constant phone calls before they admitted that there was an issue with the charging and we weren’t charged.

    Vodafone’s lack of clarity is frustrating, when customers are given texts to say that they’re nearing their limit on their data, but nothing else. It just feels like a reason to get more money out of us and most of the time, we can’t fight back because our hands are tied by the contract’s loop holes.

    One thing is for sure, after my contract ends, in two months, I am never going back to Vodafone.

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