Mis-Sold Mobile Phone Contract

Claire1986

Hi There!


This is my last resort. I hope someone can help or give me some advice!


I had a contract with Orange and had a real bad time with their network coverage. I work a seasonal job in Somerset with my partner which requires us to work away from home for 8 months of the year. However we can not use our work address as a residential address.


When we returned home in the winter, we thought we would look at some deals with providers. I contacted Vodafone via their Live Chat they have and asked the advisor what their Network Coverage is like in Somerset as we live there longer then our actual home address. The advisor told me yes the coverage is fine, we would receive 3G fine and have no problems. My partner and I thought great! As I had 6 months left on my contract Vodafone would not buy me out so I couldn't take the contract out with them directly.


So I visited my local Phones 4 U branch and spoke to an advisor. I explained the problems I had received with Orange. I explained the same story to him as I did with the Vodafone advisor and aslo asked him to check the network coverage in Somerset. He told me the same thing that yes I would receive 3G and would have no problems. He told me I would have 14 days to cancel the contract if I had any issues but I informed him we would still not be in Somerset after the 14 days. He said you should be ok with the coverage. So with all this information my partner and I went ahead with both contracts.


We moved back to work the end of February and we have not received and 2G, 3G OR 4G connection since we have been here. I purposely took out that contract as it gave me more data as I use the internet more then anything else. With this I was not happy. I contacted Vodafone and told them my story and was greeted with an attitude of I cant be bothered to help you. They informed me that as I took out my contract with Phones 4 U it was their responsibility and they could do no more. They also informed me that because my address differs to what it says on their systems then there is nothing that they can do. When taking out a phone contract I thought your address has to match your bank account address. So I contacted Phones 4 U to be told the member of staff was not in that day and until they had spoken to him they could not discuss it with me.


So I gave it a few days and called back and spoke too the gentleman. I told him my story and he said oh yes I do remember and he even admitted to saying yes I did say to you would get 3G in Somerset with no problems. After many phone calls back to each company, I'm starting to loose the will to live. No one wants to take any action and keeps blaming each other. In my eyes its Phones 4 U that should take responsibility but also Vodafone should accept their advisor told me the wrong information. I have called both companies today and have had no joy. Phones 4 U are going to send two disconnections to Vodafone to see if they can cancel it but I doubt it. Phones 4 U said that Vodafone our the only ones who can cancel the contract free of charge but Vodafone said no as it should be Phones 4 U who need to cancel it. I am following both complaints process but getting no where so I may take it to Ofcom. I wonder if anybody knows my rights to this!??


I want to know if I stand a chance of cancelling it free of charge or if I don't get the result I want then do I have a chance to take it further?


Thanks

JJ_Egan

Did he say 3g in Somerset or 3g at the location you wanted .
Somerset has 3g and 4g coverage but its patchy in rural locations according to the network checkers .

macman

There must be huge areas of Somerset with no 3G, or indeed even 2G-probably large parts of Exmoor come into that category.
There isn't a county in the UK with 100% coverage.

Claire1986

Thanks for the reply guys.


He said that I would receive 3G in Somerset but I haven't.


I don't expect 100 per cent coverage but what I do expect is the service that I pay for! Even if its coverage that gets me on the internet but I don't receive any internet at all!


I don't see why I should pay for a service that I'm not getting.


Just want to know my rights as a customer and see if I have a chance to take it further if I don't get the action I'm looking for.


Thanks

mobilejunkie

Answer, no.

Claire1986

Ok and the reason for a no would be??


Thanks for the advice :j

matttye

If you ask if there's 3G in Somerset and part of Somerset has 3G, then it's not misselling to say that yes, there is 3G in Somerset.

If you had asked how much of Somerset was covered and he said 'all of it' or if you had asked if your specific part of Somerset had 3G coverage, then you might have a case.

Have a look in the Vodafone T&C's and see if it says anything about cancelling due to poor coverage.

Claire1986

Thanks for the reply


I did give him a specific postcode as to where in Somerset and he said that I would receive it with no problems. I contacted Vodafone and they said I would only pick up 2G outdoor but I don't even get that.


I understand the coverage cant be guaranteed but I was told I would for sure get it by both Vodafone and Phones 4 U.


Your comment is very much appreciated thank you :j

Vodafone

Hi Claire1986,

Thanks for making me aware of this.

To enable me to get things looked into further, 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

SteveHenshaw

"He told me I would have 14 days to cancel the contract if I had any issues but I informed him we would still not be in Somerset after the 14 days. He said you should be ok with the coverage. So with all this information my partner and I went ahead with both contracts."

So why didn't you just wait? Sounds like a mistake on your part rather than being miss-sold.

Claire1986

Hi Lee from Web Relations,


Just sent an e-mail as requested.


The reference I have been sent it #6354800


I also have put WRT135 MSE on my e-mail to you.


Hope to hear from you soon and thanks for helping me
:j