Contract Question - Vodafone ending Mobile TV

dobba

My vodafone contract package included Mobile TV along with minutes, texts, data etc,

Just had a text from Vodafone advising that the Mobile TV service is ending on 31st Aug

Am I now free to withdraw from the contract as they will no longer be providing the contracted services?

Anyone had any experience or difficulties with doing so?

Thanks

bengalknights

No you wont be able to cancel on that basis

dobba

bengalknights wrote: »

No you wont be able to cancel on that basis

Why not?

They are no longer offering the contracted services.

gjchester

dobba wrote: »

Why not?

They are no longer offering the contracted services.

It will be classed as an additional service rather than part of the contract. You can try but you are unlikely to be able to cancel the contract due to the removal of the TV pack.

Buzby

It is a supplementary service. Your contract covers for voice, data and texts as the primary use - anything else is just icing on the cake. I'm surprised it took them so long to drop the service, as it never really got off the ground.

Vodafone

Hi dobba,

Buzby is correct here. Mobile TV is an additional optional package therefore does not relate to your contracted price plan.

There are applications you can download to the handset that provide streaming content as an alternative though.

Thanks,

Heidi
Web Relations Team
Vodafone UK

dobba

Vodafone_company_representative wrote: »

Hi dobba,

Buzby is correct here. Mobile TV is an additional optional package therefore does not relate to your contracted price plan.

There are applications you can download to the handset that provide streaming content as an alternative though.

Thanks,

Heidi
Web Relations Team
Vodafone UK

Thanks for your reply but I still think you and Buzby are both incorrect.

For most people, Mobile TV would be an additional extra which is optionally subscribed to and your contracts do allow you to withdraw these items at any time in those cases.

However, in my case mobile TV is an integral part of my monthly plan (ref 3P90V7A7741).

As I am unable to cancel my plan without penalty, therefore you have no right to cancel this service for me without withdrawing from the contract.

I have tried dealing with your reps on the phone and your complaints webform but your processes and staff are sadly lacking.

grumbler

dobba wrote: »

... I still think you and Buzby are both incorrect.

Surely they are incorrect. At least both statements were absolutely unsubstantiated.

http://www.vodafone.co.uk/vodafone-uk/about-this-site/terms-and-conditions/products-and-services/pay-monthly-airtime-conditions/index.htm

1 What this agreement covers – This agreement covers the SIM card plus any minutes, texts, data or any other services I use.
...
2 How this agreement is made up –This agreement is made up of the following parts, each of which I must keep to. They are:a the monthly price plan, extra services and minimum length of contract I’ve chosen (as shown on this order form or in the welcome letter or welcome email);
...
7 Changing charges and terms
...
b We may change or withdraw services at any time ... If these changes are to your significant disadvantage, you may have a right to end this agreement under clause 11b ...
...
11 Ending this agreement
...
b You may end this agreement by writing to us if:
...
• we change this agreement to your significant disadvantage including ...withdrawing services ...

Silk

grumbler wrote: »

Surely they are incorrect. At least both statements were absolutely unsubstantiated.

http://www.vodafone.co.uk/vodafone-uk/about-this-site/terms-and-conditions/products-and-services/pay-monthly-airtime-conditions/index.htm

Good post Grumbler,
You beat me to it as I was about to say my understanding of basic contract's are that if you agree to additions at the time then they have to continue unless agreed by both parties.

dobba

Please Vodafone Customer Rep.

Where do I turn to?

So far Ive been told by your customer service staff that TV isnt closing. I've been told that yes I do have it which is not the quetion I asked. Ive had complaint emails ignored. Ive been promised calls back from managers which have yet to materialise.

What do you suggest I do to talk to someone who

1. can understand the questions I am asking of them
2. will have the courtesy to respond
3. can actually do something other than tell me how much I need to pay you to cancel my contract

OneADay

grumbler wrote: »

Surely they are incorrect. At least both statements were absolutely unsubstantiated.

http://www.vodafone.co.uk/vodafone-uk/about-this-site/terms-and-conditions/products-and-services/pay-monthly-airtime-conditions/index.htm

Doesn't cover 'optional' services which are additional services. The OP can still get streaming tv by using an app. Mobile TV is a service that customer can cancel at any time - and the agreement covers that - so you cannot cancel contract.

Clause 11 of their agreement says exactly when a customer can cancel a contract (and only applies to contracted services and where customer would lose out by 10% or more increase per month).

11 Ending this agreement
a Either you or we may end this agreement by giving the other 30 days’ notice in writing. Your notice must include your mobile number and your signature or appropriate security details. You must pay the charges during the notice period.
b You may end this agreement by writing to us if:
• we don’t do something fundamental that we should have done under this agreement (for example, if there is a complete failure of the network for seven days in a row due to something we have done), within seven days of you asking us in writing;
• we tell you that there will be an increase in the line-rental charge (unless we increase line rental because of a rise in VAT) by more than the increase in the retail price index (worked out as a percentage) since the last line-rental increase and you write to us before the increase applies;
• we increase your charges in the UK which has the effect of increasing your total charges (based on your usage in any of the previous three months) by more than 10% and you write to us before the increase applies; or
• we change this agreement to your significant disadvantage including changing or withdrawing services (we will tell you if this is the case) and you write to us within one month of us telling you about the change. This does not apply if the change or withdrawal relates to services which you can cancel without us ending this agreement.