Miss sold 4G Vodafone - Now stuck for 2 years

chezzboy

Hi everyone, just feel like I have to post about the trouble I've been having with Vodafone over the past 6 months.

The 3G signal where I live has always been spot on until around February this year when large parts of town couldn't receive any signal at all. This is evident in this thread on vodafone's own forum here:

(I'm not allowed to post the link but if you search google for "vodafone s18 dronfield derbyshire" it's the first hit. I'd appreciate if someone could post the link for me )

In my house I could receive voice calls in one room of the house, no 3G anywhere at home and around most of the town no service either. This is not good due to me working all over town and not being able to receive business calls or emails etc.

I contacted vodafone at the end of March (I wasn't aware of that thread at this point) via their online chat facility complaining about it and the advisor told me that upgrading to a 4G phone and tariff should cure the problem. I went along with it as i have seen vodafone advertising everywhere that they are now 4G etc.

New iPhone 5s arrived, I set it up, started using it and it was no better so I rang voda and was told that they knew about the problem and the engineers would be fixing it 3rd April. The 3rd of April came and went and by now I was past the 7 day cooling off period. I called again and was told it would be repaired around the 23rd April.

That date passed by and still no sign of repairs. I decided to go into a shop and explain my situation and the vodafone employee I saw (assistant manager) informed me that upgrading to 4G would never have worked, and showed me on screen that there are no plans to update Dronfield to 4G in the foreseeable future. He said I should call the cancellations team and ask them to end my contract with no early release fees.

I called and was told that because I can use my phone in one room of my house for voice calls, then they are fulfilling their side of the contract. They wouldn't listen to my side of the story in that I originally complained about signal and was effectively miss sold a 2 year 4G contract which I can't and will likely never be able to use in my home town.

I have now bought a cheap pay as you go phone on EE which I divert calls to my main number (I've had for 10+ years) to so at least I can take calls when I'm not in the perfect place at home.

Sorry for the long post!

d123

chezzboy wrote: »

(I'm not allowed to post the link but if you search google for "vodafone s18 dronfield derbyshire" it's the first hit. I'd appreciate if someone could post the link for me )

The link you asked for:

http://forum.vodafone.co.uk/t5/Network-Queries/S18-Dronfield-Derbyshire/td-p/1951282

chezzboy

Thanks for that d.

ste_wilko

Request that they send you a transcript of the chat conversation where you were sold the 4G contract.

Then write them a formal letter of complaint stating that you feel that the contract was mis-sold and you feel that you were deliberately deceived into taking out the contract. Request that they terminate the contract with no penalties to you. Also, requesting a PAC from them to port your number to another network.

If they refuse and say that it will cost you to cancel then escalate it, all in writing.

After it's been escalated and they still refuse to terminate without penalty you need to wait 8 weeks then you can refer the matter to the ombudsman who will review the case and make a judgement for you. If they rule in your favour, Vodafone will have no option but to cancel without penalty. There is no guarantee that the ombudsman will side with you though, but it might be worth a try

Vodafone

Hi chezzboy,

In regard to the issue in S18, we'll update the thread on our eForum as soon as we have further information.

So I can get the other concerns you've raised looked into, 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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