Vodafone Passport Problem

Vodafone

Hi Guys

I really want to clarify this for you once and for all.

Freedom Packs are fine to be used with the Summer Roaming Promotion.

You no longer have to be on the prefered network to take part. The netowrk you use when you roam no longer matters. If you are roaming close to the boarder of a country there may be a possiblity you can pick up another countries network.If this is the case and that network belongs to a non Passport country then you will be charged.

You will need to have Vodafone Passport on your price plan to take part in the Summer Roaming Promotion.

This offer is open to business customers on selected price plans including Anytime and Your Plan for Small Business cusotmers. Click here for more details on the Business offer.

NickAJ - Don't worry - we will resolve any difficulties on your bill as soon as possible and you won't have to pay for anything that you shouldn't.

If the standard email for is giving an error page it may be that it is timing out while you write. To get around this you can write your message out elsewhere and then copy and paste it to the online form. This is the most secure way to send the information to us.

If you are still unable to reach us using the above method then you can send the email to [EMAIL="webrelations@vodafone.com"]webrelations@vodafone.com[/EMAIL].

I'm sure that clears it all up.

I hope you all have an awesome time away!

:cool:

Kirsty
Web Relations Team
Vodafone UK

P.S @Santiago That was me and I'm glad I could help!

NickAJ

Kirsty,

Thanks for making that so clear - it will be a big help to everyone. It may be useful if your call centre staff are given a copy!

I'm sure you will sort out the bill, I'm just intrigued why the system has charged texts to some numbers and not others when they were all sent whilst abroad, often in the same minute.

Santiago_3

Kirsty, thanks for the response.
I have a business plan

Small Business 100 (+50% extra) First Handset, plus Vodafone Passport 24 month

and was told initially I qualified for the offer, after my trip I was told I wasn't (as per my posts in this thread.) Can you tell me, should I be eligilbe for the Passport offer or not?

philng

I am finding it impossible to get through to Vodafone on 191-permanently engaged!

My daughter also has same issue she is in tenerife & is being charged for each text-she is well within her allowance for July & registered for passport before she left.

Please can someone help me resolve this as there is currently no way to contact vodafone. This is exceptionally poor service.

John_3:16

Just had no problem on 191 straight in!

Vodafone

Hi Guys

NickAJ - you're more than welcome

Santiago - Small Business price plans are not included. Standard price plans are such as Anytime and Your Plan even if you're e Small Business cusotmer. The Roaming Promotion doens't extend to any plan where the minutes are shared between multiple numbers.

philng - Mat got in touch earlier to look into this for you. Feel free to email us if you have anymore queries.

Cheers

:cool:

Kirsty
Web Relations Team
Vodafone UK

Santiago_3

Kirsty, Thank you for the answer. Now I know what my position is with the Passport offer.
However Vodafone really need to improve the standard of advice given to customers. I was mislead by the representative who first told me I was eligble for the offer. I specifically asked if the offer was available for my plan, I was told it was and using the phone in France would be the same cost as using it in the UK.

bradc

Having a problem. Just returned from an EU country and was using the Vodafone partner network. Came back and have gone £11.40 over my bill excluding VAT. I sent texts to UK and local numbers and also made calls to UK and local numbers so the charge should be nothing. The only extra was a few texts I sent to an Irish mobile number which should cost 11p each.

E-mailed customer support, they have not even replied.

Not that happy.

Santiago_3

If you are registered with passport (and your plan is eligible) as I understand it the use of the phone in the EU with Passport and the special offer only applies to minutes and text used from your plan. If you go over your minutes and texts while abroad using Passport there will be additional charges, same as if you went over in the UK.
If the charges are the standard passport charges and you are eligible for the offer Vodafone should credit those charges

bradc

Got lots of inclusive minutes/texts left. Vodafone seemed to have made charges but I followed their rules with the summer roaming promotion.