HTC Desire Vodafone 500mb Fair Usage Policy

danielz000

in b4 404: http://forum.vodafone.co.uk/topic/57718-mobile-internet-will-the-500mb-allowance-be-enough-for-internet-usage/page__view__findpost__p__398904

TheLibertine

Apologies if this has already been posted but I've just read this over on the Voda Desire forum...

posted by customer
Posted 21 May 2010 - 06:53 PM

Hello all,

I've been browsing on here for a couple of weeks trying to get as much info as possible regarding the HTC desire and also the 500mb FUP T&C's being changed as my upgrade was due yesterday.

I have two questions which hopefully you'll be able to help me out with.

I decided to phone the upgrade team on 191 and spoke to a very helpful lady who offered me a contract I was happy with, however one of my questions to her was my concern about the FUP T&C's being changed come June so I offered is there anyway I could have the desire's limit raised to 1GB(Same as Nexus 1 and Iphone's limit) as I didn't want to be landed with a white elephant for the next 17 months.

She then went on to say that the contract that i'm going onto has unlimited internet(500mb FUP) however VF are revising the limit they put on the desire and as of June it will be 1GB. I then asked "will my contract if I take out now with you today update to the 1GB allowance" she replied "yes that is correct" so I took out the contract with her and she made me aware that the phone will be at my nearest VF store to collect on the 26th May.

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and the reply...

Posted 22 May 2010 - 06:26 AM

Hi,

I can confirm that there are changes in the very near future which relate to not only the data limit but also minute and SMS quotas in our new price plans.

As the official information has not yet been cascaded through the Vodafone UK group I am unable to comment on specifics but please watch this space.

In relation to your email, I fully expect this to come through in the next 24 hours as there shouldn't be too much of a time delay. If you have any further queries at all on this matter or anything else, please don;t hesitate in letting us know.

Many thanks

Andrew
eForum Team

_____________________________________________________________________________________

and others...

Posted 22 May 2010 - 04:31 PM

many thanks andrew but I spoke to an upgrades CSA today after talking to some other women who didn't understand me for 20 minutes, yes you are correct they confirmed that it would be going up to 1gb data beginning of june however I received an e-mail about some t&c's but still haven't received a txt or e-mail about the contract I took out or the 1gb allowance since I asked for it to be attatched to the e-mail.

all I want is an e-mail with the correct info on is this too much to ask for?


Posted 23 May 2010 - 04:51 PM

I also spoke to 191 customer services on Friday and the adviser told me that all data plans will be increased to 1GB (if they are currently 500mb)

________________________________________________________________________________________

another reply...

Posted Today, 03:31 PM

Hi,

The information provide4d by BenJ in the email response is correct - this doesn't contradict Andrew though. The honest matter is, as Andrew has said, we do not have the specifics yet on what may be changing, so until we hear otherwise there is no definite change in this.

As such, BenJ has provided the contract confirmation you requested, but we cannot provide confirmation regarding a 1GB allowance as we have no information we can provide. If you do require any further details regarding the account or the upgrade, if you reply back to the email from BenJ we can discuss much moree as this is a priovate channel as opposed to a public forum.

All the information we have regarding the FUP can be found here and we're steering all discussion on this subject to this thread so that we can more easily communicate any updates we may get to you all.

As such, and because we will be happy to discuss your account further by email if needed, I will now close this thread to avoid duplicatingh discussion.

DaveN

eForum Team

TheLibertine

and this...

Posted Today, 03:53 PM
I have recieved a reply from CS.

Hello,

I confirm that the speculations of the out of bundle charges are rumours. We will only be
monitoring our user after they exceed there limit and not charge anything for
it.

I would like you to know that until now we have learnt that until today only 3% of our customers exceed the limit of 500MB.

I also have a good news for you that we will be exceeding the limit from 500MB to 1GB very
soon. We have also confirmed this on our Eforums, you can certainly have a look at it. To do so please click
I trust this information is helpful


Kind regards,

Pankaj Dudani
Vodafone Customer Services


Now obviously what he is saying isn't correct, but does anyone think Vodafone have finally buckled on this and are planning to raise to 1GB? I havn't been on for a few days so not sure if I've missed anything.

Thanks

bym007

Looks like VF have realised the best way to go forward is to offer a reasonable Internet allowance to the customers. This should put an end to a lot of customer's issues.

However, they will still have to offer a reasonable notice to us to be able to bring this change around our contracts (with an option to cancel the contract, if it does not suit us).

On a side note, I heard that VF is also going to overhaul our voice minutes and text message allowances. Perhaps, there is no more money left in the yoda pot!

Eitherway, I am glad to note that this should be coming to an end pretty soon.

4$£&*(£$&*(!

I have been battling this with the Director's office and have stated my understanding from the comments Vodafone staff have published on their website is they admit to changing a condition and they admit to introducing a charge.

I received a phone call tonight that astounded me. The member of staff in the Director's office told me I do not have the right to cancel my contract, the condition is not a change, they reserve the right to introduce no charges, but the final straw for me, after some careful deliberation and legal posits to them, is although we absolutely disagree:

'We are not in a position of deadlock and we will not be issuing you with a deadlock letter'!!!!!

I explained my understanding is we are at a de-facto state of deadlock as we have attempted negotiations in writing and by telephone, they will not move on their position, I will not move on mine, so by default we are at deadlock. The member of staff said I can go to Otelo but they will not be issuing me with a letter of deadlock again.

I followed this up whilst it was all fresh in my mind with a letter advising them of my understanding of the phone call tonight, I made my position clear, I reiterated my understanding of their position, and advised I believe we are now at deadlock. If they disagree, they must put their reasons to me in writing why they believe we are still negotiating and do this within the next seven days.

I really am astounded that a person from the Director's office cannot accept we are at a deadlock when we have exhausted negotiations. I also pointed out I work in an area dealing with legal issues and made some very clear, very cohesive arguments in a very level-headed manner. The member of staff was definitely from a customer-focussed background and not legal background because she started to try the 'broken record' tact on me, when that did not work they went onto interrupting me, when that didn't work they did the 'okay, okay' then pausing and breathing out which meant all they wanted to do at this point was get rid of me.

Very concerning, Vodafone, very concerning. Fortunately from my legal understanding I can invoke deadlock and they have to now prove we are not at deadlock.

madnlooney

TheLibertine wrote: »

I took out the contract with her and she made me aware that the phone will be at my nearest VF store to collect on the 26th May.

Hi mate, could you tell me how you were able to pick the phone up instore when ordering offline? i have ordered my upgrade desire via webrelations a month ago and still waiting for handset although i have been into vodafone stores which has stock. i rung them to see if i could pick the handset up in store but told me i have to said for it to be delivered.:mad:

PvtPyle

CitySlicker wrote: »

I have been battling this with the Director's office <snip> ...

Very interesting post. For the less initiated, could you explain the legal ramifications of "deadlock"?

Something else too... I mentioned in a previous post that there should be grounds for rescinding one's airtime agreement with Vodafone on the grounds that the "unlimited" data bundle was missold.

In Sept 2008 an official complaint was lodged with the Advertising Standards Authority (ASA) claiming that Vodafone advertising was misleading consumers by using the term "unlimited". It was deemed misleading because in the fine print there was a clause stating that unlimited internet was subject to a fair use policy of 500MB, thus not truly unlimited at all.

The complaint was not upheld, and here are the ASA's observations in full:

The ASA noted all the ads made clear that a fair-use policy applied to the service and the level at which the allowance was set. We noted the information provided by Vodafone demonstrated that only a very small proportion of their customers had exceeded the fair-use policy limited and that action was likely to be a request to moderate their usage in the first instance. We acknowledged that the vast majority of customers used only a small amount of the available allowance and concluded that the existence of a fair-use policy did not contradict the claim "unlimited mobile internet".

http://www.asa.org.uk/Complaints-and-ASA-action/Adjudications/2008/9/Vodafone-Ltd/TF_ADJ_45008.aspx

So, if Vodafone are to be believed and users who go over the 500MB hard cap are charged £5 - after all this is what countless VF customer service people have advised since this issue first arose - then surely the grounds on which the ASA did not uphold the complaint are null and void. Furthermore, does this not mean VF have missold an "unlimited" mobile data service that is in point of fact very limited?

swilliam

I think we need to ask Judge John Deed on his thoughts :rotfl:

essex_chris

All of the emails from Vodafone staff that say it's all a misunderstanding are simply from lower level staff who are just not aware of the situation. They've been mistakenly giving out assurances but they are not in a position to do so.

I've posted this over on the eForum;

I have this morning been on the telephone to Vodafone to request my PAC code. Again this mornng i received an email regarding my bill - i thought perhaps that it had been updated as promised since yesterdays bill wasn't and i sent an enquiry email about it - it has not. A 191 staff member called Rasha tried to be helpful, but was clearly completely misunderstanding that i knew my bill was 50% off a £40 deal, but recent assurances that credits would be applied for the £2.50 a month to give me what i understood i was sold, and Vodafone agreed was acceptable.

I've emailed the directors office to let them know that i've requested my PAC code and that they can take me to court for any charges they think they can apply.

Frankly i am very disappointed with this turn of events - it flies in the face of everything i have been told over the last few weeks by Vodafone staff.

If they had no intention of honoring it, then they shouldn't have promised that they would. If they felt i wasn't entitled to it, then they shouldn't have said that i was.

I strongly suspect that i will simply switch to a SIM only deal elsewhere, as much as a better Android phone appeals i just don't think i can justify the expense, and there is a new iPhone around the corner which might persuade me back to Apple.

My reason for cancelling is simply being let down once again by Vodafone Customer Services - they have told me very clearly what would happen in regards to my account and bill, it hasn't happened, and i can't get a reply from them so got in touch with 191 and explained, then requested my PAC code.

I am more than a little disappointed with certain staff members at Vodafone, i contacted them originally for issues with my bill in regards to what tariff i was on and how much a month i should be paying, and that was supposedly dealt with swiftly - though it was a rigmarole to get what i was originally expecting, but these things do happen. CS dealt with it ok, only it now turns out that they didn't, so i'm back in the disappointed customer camp.

danny2324

Chris, this 50% is your loyalty discount, or a discount applied in view of requesting cancellation?