Vodafone Mast Down since 2nd Sept - Still no service - Cancel contract under SOGA?

gjchester

trevorjdaniel wrote: »

After talking to someone about a week ago, who agreed to release me from my contract, I was then passed to the "Cancellations Department" who proceeded to deny that the previous conversation could have taken place refused to release me from my contract.

Take care.

You can cancel the contract at any time, the question is will you have to pay a termination fee. Vodafone cannot refuse you a PAC code if you ask, just because you have it does not mean you will not get charged an early termination fee.

trevorjdaniel

gjchester wrote: »

Take care.

You can cancel the contract at any time, the question is will you have to pay a termination fee. Vodafone cannot refuse you a PAC code if you ask, just because you have it does not mean you will not get charged an early termination fee.

i would be interested in what period of time you consider it should take to repair a fault before the regulations on "Implied term about care and skill." could be used?

Mickyk

Firstly, you can get your PAC code at any stage of the contract, but you have been told there is a termination fee, and if you use said code you are essentially agreeing to pay this. If you do not pay then they will, same as any company, pass your debt to a debt collectors agency and place a default on your credit rating.

I don't think you will have much luck in removing said fee, you will prob get a decent reduction, but you will have to return the hardware, or are you looking to keep the hardware provided and cancel your contract without penalty?

I am sure Vodafone will give you a "Vodafone Sure Signal" box, (edit, I think stock is very low on these at the moment), which plugs into your broadband at home and generates a 3G signal to be used by a few different phones.

I believe the standard response, is Vodafone provide a "mobile" signal, and do not guarantee signal in any single location.

I am also sure that if you ask them, the will refund LR for the affected period.

dduk

Surprised they haven't offered a free Sure Signal box.

gjchester

trevorjdaniel wrote: »

i would be interested in what period of time you consider it should take to repair a fault before the regulations on "Implied term about care and skill." could be used?

Unfortunatly the law generally never describes what classes as reasonable in terms of absolute timescales. Some laws have specif times but the word "reasonable" is used often without a definition.

Three weeks is not a long period of time to a company that mainly works 9-5 M-F. Call centers, emergency staff and shops may open later but most staff won't. Even if the technicians work 24 hours a day if the parts procurement staff don't then there will be delays.

Lets say a day to be reported (or the system to realise there is a fault and self report), a day to try to diagnose remotely, a day or two to schedule and send a technician, and a day for the technician to check the site. Thats a week gone,anhd only diagnosis is done.

A few days to a week to get parts and then time to schedule fitting, as they may need to involve others. Thats probably 2 weeks, so three weeks isn't a lot longer in a company timescale.

Sitefinder reports two vodafone sites (proably on the same mast) at that location, GSM and 3G if both are down it's something in common, could be power, could be someones cut the data link, any local building work that may have damaged the cables?


I agree it's really too long and Vodafone should be better, but in company timescales three weeks is not a long period of time.

trevorjdaniel

i am not arguing what is a long time in the timescale of a company.

i am arguing what is a long time in the timescale of a paying customer.

tripled

We had a similar issue near me with a faulty mast (went down several times although not for quite as long). Various reasons for delays were bandied about such as not getting access (there was a gate to the mast enclosure directly from the road), waiting for BT (if I stood next to the mast I could make calls so I'm dubious the problem was with the backhaul) and they even told me there were engineers at the site when there weren't.

The only way I got anything out of them was to complain to the CEO's office where I got the offer of a Sure Signal (I didn't take it as I had no broadband) and 20 quid credit for my trouble. I did asked to be released from my contract but they weren't having any of it. After 10 years with Vodafone I am now happily with another provider that has proved reliable, apparently the Vodafone signal has been down a few more times since.

So complain to the CEO's office, you should get something out of them although not a reliable service if that's what you're looking for!

trevorjdaniel

tripled wrote: »

So complain to the CEO's office, you should get something out of them although not a reliable service if that's what you're looking for!

as you say. a reliable service is what i need. and what i thought i was paying for.

call me a fool, but im determined to see this through. without Vodafone taking me off to a quiet corner a trying to silence me with somekind of offer.

if i lose, i lose. im not always right but i am hoping what when this makes it to court that the judge will see sense.

surely this is why the people went to the trouble of putting together the Supply of Goods and Services Act 1982?

Lynsey

trevorjdaniel wrote: »

After talking to someone about a week ago, who agreed to release me from my contract,

Do you know if the call was recorded??
You could ask for it to be listened to and support what you state you were told.
If the agent made notes to such effect, then you could ask for a Data Subject Access Request (possible £10 fee) and get all data they hold on you.

Be careful though withholding payments, you could easily wreck your credit file for up to 6 years and that wouldn't really bother Vodafone, but it would certainly bother you!!

How about getting your local paper to take up your issue??
Do they have a "Peoples Champion"??

I really wish you luck, but be careful.
It really should be simply good customer service. They are fully aware of the issues and should allow you to leave because of THEIR issues.

Lynsey

trevorjdaniel

Lynsey wrote: »

Do you know if the call was recorded??
You could ask for it to be listened to and support what you state you were told.
If the agent made notes to such effect, then you could ask for a Data Subject Access Request (possible £10 fee) and get all data they hold on you.

well this is the tricky bit. when i got through the the cancellation people they informed that nobody had accessed my account therefore the conversation couldn't have taken place.

Lynsey wrote: »

Be careful though withholding payments, you could easily wreck your credit file for up to 6 years and that wouldn't really bother Vodafone, but it would certainly bother you!!

In my cancellation email today i said the following:

"I would also like to point out that if you affect my credit rating by placing a default on it or by passing a disputed account to a Debt Collection Agency I will pursue Vodafone for damages."

Lynsey wrote: »

How about getting your local paper to take up your issue??
Do they have a "Peoples Champion"??

It was in the local paper today and will be online tomorrow..

https://skydrive.live.com/?cid=5c666bdcb5db3b04&id=5C666BDCB5DB3B04%21647&sff=1

Lynsey wrote: »

I really wish you luck, but be careful.
It really should be simply good customer service. They are fully aware of the issues and should allow you to leave because of THEIR issues.

Lynsey

Thanks Lynsey. This is new ground for me. Never been to court.