Do I have the righ to cancel - vodafone?

Lovemywestie90

I have been with vodafone for many many years and never had signal problems but for 11 days now we have had a total loss of signal.
I have contacted customer services via email and they are really unhelpful suggesting its my handset but ALL friends and family in my area are experiencing the same problems. It's like they are trying to avoid the faft that its their fault not my handset.
I have had my bill reduced pro rata (£10) but still no service.
Do I have a right to cancel a product that I do not have the ability to use? I have advised them over and over again how disappointed I am and I get the repetitive reply of "we are sorry for your disappointment. We are currently looking into your query. We are unable to credit your account further"
I don't see why I should pay for a service I can't physically use?
Help much appreciated!

Pineapple88

There is something in their terms and conditions about having the right to cancel with no ETF if there is complete loss of signal for 7 days. There does not seem to be a clear definition on whether this means loss of coverage in your area or on their complete network. They are very unlikely to cancel the contract if the issue is a temporary prolem with a site which will be fixed which it sounds like this is.

How widespread is the problem? Is it only affecting one location or does it happen elsewhere? Is is just affecting 2g or 3g (Vodafone should be able to tell you as if it is only 3g then you can chane your phone to 2g until the problem is resolved).

Most likely they will record the problem with the mast on your account and tell you to call back when the problem has been resolved and will compensate you for the line rental for the time you have been without service.

gjchester

Lovemywestie90 wrote: »

I have been with vodafone for many many years and never had signal problems but for 11 days now we have had a total loss of signal.


I don't see why I should pay for a service I can't physically use?
Help much appreciated!

No mobile company guarantees a signal in all locations at all times.

You can use the service just not in a specific location.

I appreciate this is annoying for you, but you have no legal grounds as you agreed this may have been the case in the contract / terms and conditions.

It sounds like there is a mast fault in your area, You have to allow Vodafone reasonable time to repair it before you can even think of going further.

albionrovers

gjchester wrote: »

It sounds like there is a mast fault in your area, You have to allow Vodafone reasonable time to repair it before you can even think of going further.

11 days?????

gjchester

albionrovers wrote: »

11 days?????

Without knowing the specifics it's hard to say. There are many many reasons where it may not be a simple fix.

Cable theft, power loss, hardware not available, issues over access, all could delay matters. It could be it's a theft and the part replaced, only to find something else was damaged in the theft. If the tower used a microwave link maybe someone built something in the way a few miles away so blocking the link and an alternative data link is needed. Or a Trees attenuating the signal and as it's not by the mast Vodafone need time to get permission to lop it.

Is that 11 days calender or working, lets say the network died 31st May at 5pm, Vodafones enginners may hae been on site quickly but how long to get all the other services in place. 11 calender days is really jsut over a week in working days for most companies.

If it was cable theft, or power loss how long to relay cables or get the utility companies in place. If it was theft of hardware they may have the parts but getting them in place and installed could easily take a week.

Don't musinderstand me it could simply be Vodafone are slow, but there many other problems it could be that slow things down.

Cycrow

also, not all masts are accessible and they need to get permission to work on them before, which can take time.

its best to check the faults board to see if a fault has been reported in the area, at least then you will know that they are doing something about it.

The 7 day lack of service clause is for the whole network, not just a signal area.

you could try thier forums, you usually get better response than via thier customer services, but its usually slower so could take a few days

Vodafone

Lovemywestie90 wrote: »

I have been with vodafone for many many years and never had signal problems but for 11 days now we have had a total loss of signal.
I have contacted customer services via email and they are really unhelpful suggesting its my handset but ALL friends and family in my area are experiencing the same problems. It's like they are trying to avoid the faft that its their fault not my handset.
I have had my bill reduced pro rata (£10) but still no service.
Do I have a right to cancel a product that I do not have the ability to use? I have advised them over and over again how disappointed I am and I get the repetitive reply of "we are sorry for your disappointment. We are currently looking into your query. We are unable to credit your account further"
I don't see why I should pay for a service I can't physically use?
Help much appreciated!

Hi Lovemywestie90,

I'm sorry to see this.

As suggested by CyCrow, for further help with network related issues I'd recommend following the troubleshooting steps in the Network Issues thread on our eForum.

Although I can't provide you with a link to it due to the posting guidelines which company representatives are obliged to follow, you'll find the thread in the eForum's Network Updates section.

Kind regards,

Lee

Web Relations

Vodafone UK