@vodafoneuk Cancelling Contract - Waive Penalty Fees - Vodafone ref [#12225718].**RESOLVED**

[j0324]

Hello,

 

Vodafone Reference Code: WRT135 [#12225718].

 

To cut a long story short, I would like to cancel my Contract without incurring the penalty fees due to Vodafone not providing the service I am paying for monthly (Sim Only Contract). I can provide the letter I have recently sent to Vodafone, which outlines the details in full, as an attachment if required.

[j0324]

Further details, for ease of reference:

 

Background

• Entered into a recent contract (sim only 12 months) with Vodafone based on a 6GB data allowance (I upgraded for the specific use of data) – November 2015
  
• Upon moving into a new building on 14 December 2015 (50m up the road from previous office), there was no data signal for Vodafone mobiles. As a note, my home does not have data signal either.
  

 

Network Coverage, Vodafone Technical Support & Sure Signal

• On the Vodafone network coverage map, it clearly states 3G is achievable.
  
• Upon phoning Vodafone and being put through to the technical department I was told the lack of data service within the building was due to Vodafone not having suitable equipment in place within the area. It was also confirmed Vodafone's competitors do have the suitable infrastructure in place to deliver 3G/4G data services.
  
• This was further confirmed by other colleagues on competitor networks receiving 4G data services within the building.
  
• I stated to the Vodafone Customer Services that my place of work will not allow ‘sure signal’ to be installed and the requirement for data was the main reason for upgrading to the 6GB data allowance.
  
• I was told the matter would be investigated and an engineer sent by Vodafone, with e-mail updates to be provided.
  

 

Vodafone Customer Services

• After receiving no confirmation of an engineer visit I subsequently rang Vodafone Customer Services to be told there was no engineer visit scheduled.
  
• This phone call led to being transferred over 8 times to the many different departments of Vodafone Customer Services with a total call time of over two hours.
  
• All operators were working in the direction to cancel my contract without the penalty fees.
  
• Including notes being added to the account by the technical team confirming Vodafone’s lack of mobile infrastructure.
  
• The end of this phone call subsequently led to an operator saying no-one at that hour within Vodafone could help with cancelling the Contract until a manager was available during operating hours and that a ‘call back’ could not be arranged, due to no specific reasons and a note about company policies.
  
• The following day I phoned Vodafone Customer Services to be told by a senior advisor that I had been misled the whole time and the only way to cancel a contract with the penalty fees being removed is to write a letter.
  

 

It goes without saying that there were some very good customer service operators and some very, very bad operators dealing with the call. Overall, there seemed to be a lack in consistency of approach and knowledge about Vodafone services and procedures.

 

At the end of the day, all I want is a phone service that delivers what I pay for. It is a hassle for me to change operator and I could do without all of this but it is infuriating to think a company would not install infrastructure that its main competitors do and readily charge customers for a service which cannot be provided by them. Vodafone is not cheaper than these competitors....

[fkofilee]

One for you...

 

Lee isnt always around and neither is Jen, however The Execs team at Vodafone are always around 8 - 8 all days...

 

So I will suggest to get this resolved; Email the following; It will get seen to

 

jeroen.hoencamp@vodafone.com - UK MD Vodafone

Stephen.Parry@vodafone.com - UK Customer Service Director

vittorio.colao@vodafone.com - Group CEO

webrelations@vodafone.com

DirectorComplaintOffice@gb.vodafone.co.uk

directorsupport@help.vodafone.co.uk

 

FYI, Mobile Operators have good and bad patches, both through network and CS. MVNOs are not that much better as they use the same networks.

Vodafone are going through a sketchy patch at the moment.

[j0324]

Thank-you for the information fkofilee!

[j0324]

This has now been resolved with Vodafone and thank-you to Lee, CAG and everyone else that helped from Vodafone.

[Lee Vodafone Company Rep]

Hi j0324,

 

Thanks for updating the thread to confirm that your case has been resolved.

 

Kind regards,

 

Lee

 

Social Media Operations

 

Vodafone UK