Mobile Connect datacard

[vodafone_user]

I gave up with BT (they can't run a reliable landline service out here in the sticks) and put all my eggs in the Vodafone basket - mobile phone and a separate high download mobile connect contract.

It's fine when it works and I knew pretty much what I was getting - BUT- whenever I have a problem that inlvolves contacting them, it takes ages and I then get incorrect or unhelpful advice.

Just to take the most recent example (I have plenty of others), this card runs through Vodafone's own proxy server to connect to the internet - partly to allow for the content blocker I assume. One efect of this is that all website jpeg images are resampled and rendered at very low resolution - a great trick to speed up download times and 99% of the time I don't mind the fuzzy pics. However just occasionally I want to see the proper pic. So I called Vodafone to ask if there was a way to avoid the compression. 5 separate members of their staff have now told me that they don't apply compression at all and that it must be my PC settings - not true (although not the fault of the people who clearly have been given no training).

Eventually, I found a posting on another website with a workaround - just press CTRL and refesh and the pics are rendered full size - great - but why couldn't Vodafone have told me that?

I have repeatedly asked them for a name and address where I can send a written complaint, but they refuse to answer - does anyone have these details? It's pointless phoning.

[Gunner]

The address for head office should be on one of your Vodafone statements. Silly that they didn't suggest about holding down CTRL - I guess their team hasn't had extensive use of the product. God bless the Internet, eh? :P

[vodafone_user]

Got the address - sent a complaint letter. Got a phone call (which I missed as I was in a hospital with my phone off), asking me to phone them (givng a woman's first name) about my letter. Phoned - ten minutes in a queue - after being told I'm being charged as its an 0800 number and I'm using my Vodafone! The lady wasn't available - she's going to call tomorrow. I hope she has good news - so far they aren't filling me with joy at the speed and quality of their response, but I'm not going to pre-jduge the issue.

[scartmell]

I am reading these messages with interest,i have recently obtained a vodafone 3g card.Basicly i get 1gb per month if i go over i get charged £2.50 per mb (i was not told this by customer service in the sales talk!).
I have a constant problem with disconnections (about 50 or 60 times a day!).I phoned customer services who between one person and another each not knowing anything about the subject.After showing concern about the size of my mobile bill one operator told me to phone 190 as this was free even though i had explained several times that i did not have a vodaphone mobile phone just the 3g card!!.
I have sent e mails .......I have been waiting for manager call backs.....with absolutely no response at all apart from thier invoicing.
I have now contacted OFCOM and they have suggested that i contact the ombudsman OTELO which i will be doing tomorrow.
My experience with vodaphone has been the worst example of any company i have ever dealt with

Steve

[OUTSOURCED]

I suggest you send your complaint to VODAFONE LTD The connection Newbury and send it to the DIRECTORS office it will be dealt with by Customer relations ad you should get a response.
Customer care panic when they get this type of call they are un trained and when they put you on hold they hope you will drop the call rather than them having to deal with it.
Vodafone offer no technical training for staff it's a game of Chinese Whispers on how things work within the company all the managers are worried about is meeting STATS such as call times if the advisor has said your name more than once and mentioned VODAFONE at the beginning and end of the call and the call has lasted no longer than 2 minutes and you have not been put on hold for mmore than 30 seconds without someone coming back to see if you are ok to hold if they do this but can't help you they do not get into trouble

[funyoung]

Ah the data card.
My own problem is with not knowing how much data I have used. The sotware bears no relation to the usage i am charged at the end of the month. Has anyone else had this problem?
In order to monitor usage the mobile connect software is supplied but is not accurate. The option of phoning them at national rate numbers is expensive from my own mobile. The option of checking on the vodafone website is not great as it is apparently updated after the session finishes. Any other ideas anyone?
I am in talks with the complaints department who often seem unwilling to put things in writing to me. Is this company policy to lend some sort of deniability?


'Has smartmell' had any luck with OTELO?

[banwell]

Yep, me too.

They're customer service people are not good. There are a few who have a service level account? The average call handler is rubbish & should pass you on to someone qualified to answer you question.

On the other issue. Data Chargers.

I've had the 3G card a 5 mth or so now. My data useage counter in thier software appears to only show a third of the data transfer for which they are charging me.

They've recalced the bill numerous times, and I eneded up taking my laptop into a store. The Store Manager confirmed with Customer services that my counter registered 60mb for previous months useage, when there we infact charging me for 180mb!! The store manager was told to send the card in for repair.

Needless to say I am not happy.

After an hour long discussion yesterday with Customer service and a manager call back I was told that:-

The counter in the software only registers certain activity. If you have a virus on your pc or an XP update then these may not be included in the data counter. They confirmed that it not unusual for this to mean that over a 100mb of useage may not be registered. I was again advise that the bill was correct and that I should take the laptop into PC WORLD FOR REPAIR!

Obviously this is complete rubbish. I have all auto updates switched off. I run norton antivirus software - which is good enough for clients to allow me to connect to there network. All updates are done via my home ADSL wireless connection.

[macleods13]

My husband is currently serving in N.I. and has had just about all the problems that I've read through on this site so far. If he can actually get a connection, he's lucky for it to last. He is usually disconnected again before he's actually managed to do anything on his laptop. His data useage counter is showing that he's used 29gb (yes you read right - gb)! When I spoke to vodafone they told me he's only used 104mb?? I've spent over an hour talking to customer services regarding various other problems he's having with the card and was told someone would call back - I'm still waiting.

[Jethro]

The Vodafone Mobile Connect (VMC) does have a built in data monitor but it is disclaimed in the software that this isn't accurate and is only an estimate.

The way charging works is by kb from the network not the actual laptop. You may download a 1MB file but there is alot more data involved than just the payload. 3G/GPRS connections have inherently high overheads, at least in comparison to a wired connection.

[funyoung]

The Vodafone Mobile Connect (VMC) does have a built in data monitor but it is disclaimed in the software that this isn't accurate and is only an estimate.

When you say that ... define 'an estimate'.

The problem i had was that it was out by a factor of three or four times! Not exactly 'an estimate'.

[banwell]

yep me too three times billed to recorded is no estimate.

My card has taken 2 mth to get repaired?? What have they been doing with it. The only viable usage of this product is the unlimited tariff. Works out a lot cheaper.

[funyoung]

banwell - i have had to take my laptop in to the store also and even ended up writing to head office with copies of screen shots of my usage. They just said that the figures are an 'estimate' and refused to refund me the costs or even let me out of the contract. I have not used the card for over three months now and am complaining to OTELO. We'll see how that goes.

I rang them again to complain and request the cancellation of the contract and t o let them know that i am complaining and the chap on the phone has managed to cancel my contract and write off the usual fees for getting out of a contact early - maybe there is one nice person in their customer services.

I would advise anyone considering one of the data cards to be very very careful as the usage is not what is recorded on your computer.

[Jethro]

Alas tis the bane of us all, T&C's. Remember you clicked accept.......

[faza20]

The problem with the connect software is it will only record the usage of programs you lauch through it (ie - internet, mail etc etc). If you lauch a program via your desktop/ all programs etc, the connect software will not record it. If you want accurate information for all your usage, your best off downloading a 3rd party data counter