Cancel mobile contract before it starts?

folkranger

Hi,
Can I cancel a mobile pay monthly contract before it begins?
Last week I signed up through Affordable Mobiles for a new phone with Vodafone. 2 year contract with £200 cashback by redemption.

So far, after 8 days nothing has happened. No contact from them. 3 phone calls from me where they say they have sent and will resend email but nothing happens. They have my correct amail address. I've checked this and since signing I've twice had promotional emails from them.

The thing is I now have so little trust in them that I suspect it will be even harder to get my cashback. So I wan't to go elsewhere.

Any advice appreciated.

Quentin

Read up the ts + cs and see what it says about cancelling/returns, and take it from there. Ensure you follow the procedure. You will be allowed to cancel, but they will be strict on the timescales.

folkranger

Thanks Q,
I did that and it says within seven days from start of contract/receiving goods.

Does this mean that the contract has not started until I receive the phone?
If so, am I bound by a contract that has not even been started.

Obviously I'd rather cancel now and save the hassle of returns/risk of being tied in etc.

grumbler

Yes, under DSR you can cancel it regardless of any T&C. Make sure you get a confirmation by a e-mail or record the telephone call.
However, this doesn't guaranty that you won't receive the phone later. If you do, you'll have to return it.

folkranger

I've sent them an email but they've not replied my my previous ones so I'll not get proof of cancellation that way. Better phone them in the morning to be sure.

folkranger

Something to ponder though. When does a contract start? If you try to cancel after completing an online order form they say you are bound. (that happened to me through uswitch and spark energy). Whereas they will also say that they are not bound until the supplier has accepted and confirmed you as a customer.

mobilejunkie

7 days - that's the law for distance selling on most products. That may be about to change to 14 days. Most dealers (despite what they say in their t&c) connect mobile phone contracts the day they despatch the phone and sim. That doesn;t mean you can't cancel within the (7) days provided you haven't used the phone or sim.

albionrovers

Stick a delivery-receipt and a read-receipt on every email. And keep the subsequent auto-acknowledgement emails.

folkranger

Thanks MJ and JR.
I hope to get out of the deal with affordable mobiles. I'd rather pay extra than have the hassle of trying to get money back from a company this poor.

I'll follow your advice about receipts and acknowledgements and re-send my cancellation email.

Vodafone

Hi folkranger,

Thanks for making me aware of your concerns.

If you'd like any help from me, could you email me with your details via the link in our profile here?

All you need to do is copy and paste the link into your web browser and it'll take you to the Contact us form on our website. To make sure it reaches me could you also quote the code WRT135 - MSE in the subject line?

Once sent you'll receive an automated reply with a reference number. So I can make sure I've got it could you update the thread with this and I'll get back to you as soon as possible?

Kind regards,

Lee

Web Relations

Vodafone UK

folkranger

Thanks for the offer VCR, however my problem is not with Vodafone. It is with Affordable mobiles who still have not replied or answered emails. So I sent them a cancellation and have got their automated acknowledgment but no more.

We will be looking for a good deal elsewhere when I feel sure that our cancellation stands. Vodafone who we've been with for years could not come up with a good deal directly for this (my wifes) phone.

I have just got a deal through Dial a phone. Absolutely top service, no tricks, plenty of comms. and a clear schedule of redemption claims. I've been up and running for two weeks, while my wife is still waiting a confirmation that she's signed up.

She would go through dial a phone but their deal is with Orange. This being her existing company, she would not be able to keep her current number.

I