Vodafone, Samsung Galaxy S4 Mini, terrible!

howburn

Hi, I agreed to renew my contract with Vodafone for a further 2 years, paying roughly £20 PCM for an iPhone and Samsung S4 mini, the deal seems quite good.

My wife use’s the iPhone, I have the Samsung, and there are no problems at the moment with the iPhone. Where we live reception can be poor, so we rely on Vodafone Sure Signals, we have one at home and one at my place of work.

The Samsung (it’s about six weeks old)has for a while struggled to connect with the Sure Signal, or can be very crackly, I did put this down to slow broadband speed, but have since checked and we often get up to 8meg.

I contacted Vodafone last Thursday, we spoke from my landline, I was eventually told that as my number had be transferred over from O2 there were one or two problems on the account which was sorted while on the phone, I thought these changes may take a little time to take any affect so left it over the weekend. My handset displayed all four bars when in range of a Sure Signal but I was unable to make or receives calls or text, I would just get the message ‘Not Registered on Network’, out of range of the Sure Signal if I was in an area of reception the handset would work fine. So whatever changes were made the handset was now worse.

I called Vodafone again yesterday, I was taken through various settings on the handset, told to turn the phone off, remove the Sim, I gave the operator the number from the Sim and the IME number as requested, and then I was told that some settings to my Sure Signal were going to be made, and they would push through the settings after one hour I needed to press re-set on the Sure Signals and that should work.

24 hrs later no change, I have tried calling Vodafone, only to be told a 3 hr wait, I have tried the online live chat again, it’s off!
I need to be supplied with a reliable handset and Sure Signals that are known to work, if I am to continue with Vodafone.

I have had enough, this is costing me business, this is an unreliable unworkable system, I am tired of being fobbed off, I want the truth. I am cancelling my DD, the contract as far as I can see means nothing!

corf999

Don't cancel the DD without dealing with Voda or you may find the bailiffs at your door.

Vodafone are having a shocking couple of years all I read about is the terrible customer service, dodgy sales behaviour by their premium partners and dodgy billing.

howburn

I am happy to test the DD, it would be interesting how they get on in court.

MataNui

howburn wrote: »

I am happy to test the DD, it would be interesting how they get on in court.

They wont take it to court. No mobile provider would ever risk testing the T&C from their contracts in court because some of them directly fly in the face of the OFT guidance on what is or is not classed as fair and therefore enforceable.

One example found in every mobile contract is the bit where they say they can change the terms at any time and its up to them if you can leave without penalty. The OFT specifically refers to this as an unfair term. Unfair terms are covered by basic contract law and this term would not be enforceable in court.

What they will do is trash your credit rating and get a debt collection company to bully you. The correct way to deal with it is to cancel the contract requesting no penalty and detailing the reasons why. If they charge an ETC then pay it and then write to them claiming it back (refer to your original complaints and cancellation letter saying the charge should not have been raised). When they tell you to go away send them a final LBA letter. This way if they ignore that you can take them to court yourself to recover the costs.

Be aware though that they dont claim full coverage and it is your responsibility to check that you can get coverage so you need to be specific about what exactly your complaint is. If its just a coverage thing you probably wont win. If its misselling or they have failed to deal with a problem or refused to deal with a problem despite being given adequate opportunity then you will likely win.

howburn

Had an hour long help session for factory reset, will need to see how this changes things.

I accept there is not full coverage particularly in sparsely populated areas, hence the use of the Sure Signals, what I don't accept is following the Vodafone reps recommendation of a device after the requirements have been outlined for it not to be fit for purpose, as said the iPhone works fine from the SS, so did my older HTC, I cant revert to the old HTC as when the Samsung was sent a smaller card is used, so I cant go back.

It is interesting what is said about the enforcement of the contract, its a shame if it comes to that.

MataNui

The particular example i gave has been tested in court. A solicitor took T-Mobile to court. The case was not based on this part of the T&C but T-Mobile made a defense that she would have had the full T&C after she agreed the contract so they were in the right. The Judge disagreed with them stating that a consumer can only be legally bound to the terms made clear to them at the point the contract is agreed (This was the basis for her win). The solicitor won her case to reclaim roaming charges (which she claimed were not discussed when she took out the contract) but obviously the ruling suggests that when a mobile company claim they can change terms at any point they cant. The T&C are mostly to scare people into complicity. They know that most people will assume they are 100% legally binding and would never think of challenging them in court. They are not, people do and people win.

It doesnt mean anyone can moan about unfair terms and exit a contract though. That 'unfair' term has to have been used by the mobile company to your material detriment. So they must have shafted you in some way then claimed that it is legal according to said terms.

Vodafone

Hi howburn,

I'm sorry to see this.

For further help with things, I'd recommend following the troubleshooting steps in the Vodafone Sure Signal section of our eForum.

I'm afraid I can't link you directly to them due to the posting guidelines which company representatives are required to follow.

Kind regards,

Lee

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Vodafone UK

howburn

Lee, thank you for that. I spent a long time again last night on the phone about 11pm, one of your colleagues did various resets to the SS, to no avail.

The hand set will not work at all today, I am trying to see if my number can be diverted to anther number until this mess is cleared up.

Nodding_Donkey

If your old phone needs a bigger simcard you can get a converter from Tesco for about £4. I don't know the full name but my wife bought one yesterday.

ETA Here you go http://www.tesco.com/groceries/Product/Details/?id=279546710

craigfit

I never got on with my 3 signal booster. I would receive texts days later and found it better with it off making calls near a window!

Vodafone

Hi howburn,

Thanks for coming back to me.

So I can get this looked into further, 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, quote the code WRT135 - MSE in the subject line.

Once sent, you'll receive an automated reply with a reference number. Post back with this and I’ll check I've received it.

Kind regards,

Lee

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Vodafone UK