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At the end of my tether with vodafone *** RESOLVED ***


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Hi all,

 

I am 18 months into a 24 month Vodafone contract, for the last 8-10 months the data service has been a joke and the voice recently has been virtually non-existent. I have of course complained numerous times and get responses varying from the tedious scripted battery out sim card out routine to a apology and £5 credit (only the once) and told to complain as often as I can. As I work in multiple locations I know it is not the phone, I get excellent signal and high speed data in the next town, I also have the knowledge that my employer (district council) has had to ditch vodafone due to the data issues as we use apps on our work phones. Vodafone told my employer that the main mast/node (whatever) is defective and as we only have a population of 53k we will not be getting a fix till 2013 (I am in the process of getting all communications from our office). If I lived in the middle of nowhere it would be understandable but I live slap bang in the middle of Barnstaple in North Devon, when I took out the contract I did not have to stand in the back garden to make and receive calls. I know only have a data service if in direct line of sight and within 500m. The mast itself is on top of the college on top of a hill with good views across the town.

 

Vodafone obviously will not release me from my contract unless I pay £150, they will supply me with a sure signal box if I want (I don't, I use wifi at home and need the data service when out and about). I find this highly frustrating that I have to pay for a service I cannot use (I use about 10-15 mins voice a month and even less txt's) and flatly refuse to pay to end this misery. I have visited the local C.A.B. and have some info, they think I have a case under the sale of goods and services act 1982 but they were unable to find me a letter template to put forward my case. They recommend that I complain to OFCOM, though I know they do not deal with individual complaints, as a Which subscriber I am going to see what advice they can offer as well.

 

I want to try and find a solution without having to take full legal advice and possibly court action, I cannot believe a company can be allowed to supply such a poor service for such a long period of time without any come back on them. As I already mentioned my employer has dropped Vodafone due to the very poor 3G service and are going to supply me with whatever they have to back up my case (my managers personal phone is with vodafone as well and is increasingly frustrated, though he not as heavy data user as myself).

 

Any help will be definitely appreciated as this is now causing me considerable stress on top of trying to recover from ptsd,

 

Thanks,

 

Phill

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Have you seen this thread which deals with a similar issue?

 

Vodafone Mast Down since 2nd Sept - Still no service - Can I cancel contract under SOGA?

 

Try following this advice

Hi CAG members,

We thought it would be nice to introduce ourselves and to assure you all that our presence on CAG is with the very best of intentions.

vodafone UK has recently introduced a dedicated Web Relations Team which is keen to seek out customers who’re having difficulties with their accounts and feel that they have no other place to turn to than CAG and other consumer forums and blogs.

Naturally, it’s not possible for us to help directly with account specific queries on CAG and as such we would encourage those members who feel we can help them to contact us privately at customer.care@help.vodafone.co.uk quoting ‘WRT135 – CAG Forum’ in the subject line to ensure that it reaches the Web Relations Team.

When emailing us we would also ask that you either provide us with a link to your post or thread – if you’ve posted in another member’s thread please also provide your CAG username so that we can check what your query is.

and get the web relations team to look into this.

If in doubt, contact a qualified insured legal professional (or my wife... she knows EVERYTHING)

 

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You aren't the only one - have a look at this thread: http://www.consumeractiongroup.co.uk/forum/showthread.php?366034-Vodafone-Mast-Down-since-2nd-Sept-Still-no-service-Can-I-cancel-contract-under-SOGA

 

There is another thread that you might (eventually) find useful if Vodaphone won't release you from your contract and unlock your phone for free: http://www.consumeractiongroup.co.uk/forum/showthread.php?367636-Costs-recovered-from-BSkyB

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Hi Phill,

 

Thanks for your time on the phone at the weekend.

 

As discussed, as soon as I have more news I'll get back in touch with you.

 

In the event that anyone else living in Barnstaple is affected by this an update will be provided on your eForum here.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

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  • 2 weeks later...

As it stands now, such is the crap service that i can no longer take your phone calls and have to rely on email, a few local action groups have sprung up and the Vodafone forums for EX32 are getting swamped with complaints.

Unfortunately the web relations team are as much use as the customer service team, most of whom insist that there is no problem, though they soon backtrack and apologise when they are read the newspaper article where VF admit the issue and say it will be fixed Oct 16th which they did, whereas lee just states there is no update.

Here is an update, the mast is now more knackered than ever, the fix lasted the weekend before it crapped out again and is worse than before, an insider (person and company known) inform us that it will be the new year before they can fix this issue. This is now beyond a joke and I think I am left with no option but to take matters further, some lucky few locally have been released from contract (1 with 18 mths to go) so i will now pursue every option available possibly including paying the release fee and taking them to court to recover it. This is so well documented now I think they will have a hard time defending it.

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Hi Phill,

 

Thanks for returning to the thread.

 

As discussed last week I did confirm that work was carried out last week in order to resolve matters and promised to follow up with you again on Tuesday.

 

Although I wasn't able to reach you then I will get back to you in reply to your most recent email as soon as I can.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

 

 

  • Haha 1
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As you pointed out the work was carried out, but as you and everyone at vodafone constantly fail to mention or just plainly mislead customers, it did not work and the problems are as bad as ever. As Vf don't seem to believe anything customers say here is a link to the latest news.

 

It seems my post count is too low for a link so I will insert manually. Just add the w w w

 

 

 

.thisisnorthdevon.co.uk/Vodafone-signal-problems-continue-North-Devon/story-17176970-detail/story.html

Edited by honeybee13
Removing potentially problematic word,
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And to further back up my statement that this has been ongoing for about 8 months here is the original article from March also pointing out what i told Lee that this is not going to be fixed this year. Hopefully VF were dull enough to put it into writing when the district council dropped them as provider in the spring as I will be hopefully getting copies of all the correspondence sorted tomorrow.

 

w w w .northdevongazette.co.uk/news/phone_users_vent_frustration_at_vodafone_fault_1_1235318

 

So back to my original thoughts, how can I get this almighty shower of s**t to release me from my contract under the sale of goods and services act 1982

 

services is highlighted as this is where the C.A.B. have advised me as the course of action. Is there anyone on these forums that can help or do I have to find some legal help. As the news article points out there is now a very irate facebook group with 219 ****ed off members.

 

I don't want compensation and I don't want my phone unlocking I NEED a service that is reliable 24hrs a day due to recent medical grounds.......I just need help and not the idiotic nonsense I get from ANY Vodafone staff.

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They have reached a whole new low today, under clause 11b I am going to terminate the contract, over 20 days of unusable service, service back up today. so tonight I phone up, first time i am put on hold for 30 minutes then cut off, next time put on hold for 25 minutes then cut off because the have gone home. There are currently 223 other people at various states of anger, most of us have no complained to the ombudsman as well as the CEO Guy Laurence, some lucky people have already had their contracts terminated. I will try again in the morning, if no luck I will report to trading standards and make an appointment with my MP, he has been aware of this issue since march.

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Glad it's sorted. 1 down 222 people left to go then? lol

 

If you don't mind me asking, how did you achieve them to agree this after this time?

If in doubt, contact a qualified insured legal professional (or my wife... she knows EVERYTHING)

 

Or send a cheque or postal order payable to Reclaim the Right Ltd.

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purely because the issues with the network have been ongoing since Feb/march time when i first started complaining, the hardware issues causing the mast failures have been well documented then with the latest outage lasting a good 20+ days, as the bloke at the top of the tech support chain that i spoke to this morning said, there is no reason at all why i can't terminate my contract free of charge. duly done thank you very much, hello O2 again.

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Hmm... did you know o2 and vodafone are starting to cell share? You may end up using the voda cell again :p

If in doubt, contact a qualified insured legal professional (or my wife... she knows EVERYTHING)

 

Or send a cheque or postal order payable to Reclaim the Right Ltd.

to

923 Finchley Road London NW11 7PE

 

 

Click here if you fancy an email address that shows you mean business! (only £6 and that will really help CAG)

 

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muckfunky

 

This appears to be resolved (albeit after a lot of grief for you).

 

Are you ready for the thread title to show that this has been resolved?

 

Regards

 

ims

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OK Done :-)

If I have helped you please leave me a message by clicking my star

 

1. Single Premium PPI Q&A Read Here

2. Reclaim mis-sold PPI

Read Here

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Read Here

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7. Thinking of a Full & Final Settlement?

Read Here

 

How To Upload Documents To Cag

Instructions

 

I DON'T GIVE ADVICE BY PM BUT IF YOU SEND ME A LINK TO YOUR THREAD THEN I WILL BE HAPPY TO OFFER HELP THERE

 

 

 

Private message facilities are offered for users to communicate issues that are perhaps inappropriate for posting on the main forum. Site rules explain this in more detail.

 

If you receive a private message which you consider abusive, derogatory or otherwise inappropriate, whether it be about yourself or other members, please report it using the "report" icon

 

If you are approached (or have been approached) by private message with an offer of help "Off Forum" or with a view to asking you to visit another website, please inform the site team via the report icon, especially if this results in a request for a fee. Remember, this is for your own protection

my views are my own and are given in good faith to try and help people. Please seek professional advice on your case if necessary

 

PLEASE HELP US TO KEEP THIS SITE RUNNING

EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

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