We'd like to remind Forumites to please avoid political debate on the Forum... Read More »
We're aware that some users are experiencing technical issues which the team are working to resolve. See the Community Noticeboard for more info. Thank you for your patience.
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!
Vodafone Live chat!
Options
Nearly three hours spent on Vodafone live chat, just round in circles until you give up!
info: at 16:02:55
Welcome to Vodafone! You will now be connected with a service adviser. Your approximate wait time is 0 minute(s) and 5 seconds. . We’re looking forward to assisting you today.
info: at 16:02:56
You are now connected with Pawan.
Pawan: at 16:02:58
Hello, you're chatting with Pawan, how may I help you today?
: at 16:04:17
Hi Pawan,
: at 16:05:00
I have two numbers with you, 0771537**** and 0790036****, can you tell me the status of the contracts and upgrades of these two number please?
Pawan: at 16:04:04
Sure!
Pawan: at 16:04:12
I will be happy to help you.
Pawan: at 16:04:20
Please help me with your complete name?
: at 16:05:42
*************
Pawan: at 16:05:39
For the security of the account,please help me with the 2nd and 3rd digit of the PIN?
: at 16:07:21
62
Pawan: at 16:07:49
That matches our records! Thank you for verifying your details.
Pawan: at 16:07:49
Kindly bear with me while I check your account details. I appreciate your patience.
: at 16:09:19
Thanks
Pawan: at 16:10:00
As per the account, details I can check that you're eligible for an upgrade.
: at 16:12:40
For both hand sets?
Pawan: at 16:12:03
Yes!
: at 16:13:59
So are we out of contract?
Pawan: at 16:14:13
As per the account details, you are eligible for an upgrade and also eligible for the cancellation.
: at 16:15:53
For both numbers?
Pawan: at 16:14:51
We have a dedicated team for both cancellation and upgrades.
Pawan: at 16:15:59
For both the numbers you are eligible for an upgrade and also eligible for the cancellation.
Pawan: at 16:16:30
May I know do you want to upgrade or cancellation of the number?
: at 16:18:20
I would be interested to know what deals you could offer me, both sim only and with handset
Pawan: at 16:18:42
We have a dedicated team for upgrades.
Pawan: at 16:18:57
Please stay connected while I connect the chat to the dedicated team.
: at 16:20:55
Thanks
info: at 16:19:39
Please wait while I transfer the chat to the appropriate group.
info: at 16:21:39
All our advisers are currently assisting others. Thanks for your patience we'll be with you shortly.
info: at 16:23:39
All our advisers are currently assisting others. Thanks for your patience we'll be with you shortly.
system: at 16:25:50
Please wait to send your question until we connect you with one of our representatives.
info: at 16:24:58
You are now connected with an adviser.
: at 16:26:52
OK
: at 16:27:02
Thank you for your help
Bradley: at 16:25:22
Hello *******:)
Bradley: at 16:25:26
How are you today?
: at 16:28:17
Fine thanks
Bradley: at 16:27:44
Thats good to hear
I see that you would like to upgrade today. PLease can you confirm for me which number you would like a sim only for and the number you would like a handset efor?
: at 16:30:46
First off can you confirm what price plan 0771537**** is on please?
Bradley: at 16:30:14
By all Means before I can do this however, Please can you reconfirm for me the 2nd and 3rd digits of your vodafone pin for me
: at 16:32:33
6 2
Bradley: at 16:31:07
Thank you for passing security
Bradley: at 16:31:14
Lets check that bundle for you
: at 16:34:17
OK
Bradley: at 16:34:04
Unlimited minutes texts and 6GB data
: at 16:36:55
And that costs me how much?
Bradley: at 16:35:23
£35 INC VAT
: at 16:40:05
And if I were to have a sim only deal of the above?
Bradley: at 16:39:17
We do have an unlimited minutes texts and 8GB deal available instead of 6GB, this would be £22.95 a month and also comes with 12 months of either, NOW TV, SKY SPORTS (1, 2 and news) or SPotify Premium for free
Bradley: at 16:39:22
Normally £27 a month
: at 16:42:58
And thats sim only?
Bradley: at 16:41:16
Correct
: at 16:44:35
What terms would you offer me then if I were to put both numbers on that deal, obviously would only need one sky deal.
Bradley: at 16:43:38
If you was to take this deal for both numbers I can offer you both plans at £22.95 each as per the promotional deal we have available at the moment
Bradley: at 16:44:02
as for the 12 months free content, you would recieve this for both plans.
Bradley: at 16:44:41
And on top of this you would also get 2GB of roaming data + unlimited inclusive roaming minutes and texts to 01, 02, 03 and 07 UK based landlines and mobiles from 40 european countries too
Bradley: at 16:49:31
What do you think of this option?
: at 17:07:51
Sorry, im still here!
Bradley: at 17:07:37
Excellent
Bradley: at 17:07:43
What do you thin of the sim only offer
: at 17:08:41
The deal sounds OK, for one number, but seems little incentive to both for that?
: at 17:10:02
I could from BT, get unlimited test and calls and 15GB of £16, and for 12mth
Bradley: at 17:10:09
Unfortunately I wouldnt be able to further reduce this plan for the 2nd line. you wouldnt save just the £81.20 for the discounts on both plans for the 15% discount on both lines, but you would save upto £120 for the extra content each also
: at 17:13:54
So thats your best offer then?
Bradley: at 17:15:17
This would be my best offer for this bundle. The savings are there for you to take advantage of and with the extra content there too, You wouldnt be short of things to do with this new plan, plus the first 2 months of this would come with unlimited data for free too on our 4G network
: at 17:16:54
What plan is the 0790036**** on at the moment?
Bradley: at 17:19:05
unlimited minutes texts and 2GB of data at £34 a month
: at 17:20:35
So what would the comparable sim only deal be for that then?
Bradley: at 17:20:05
Unlimited minutes unlimited texts and 2GB of data for £16.20 a month
: at 17:21:15
Is that number ever over its data allowance?
Bradley: at 17:22:29
From what I can see no
: at 17:25:15
In that case it would make more sense for me to have one on £22.95 and the other £16.20, total being £39.15 PCM, I assume that price is Ex VAT?
Bradley: at 17:24:54
INC VAT
Bradley: at 17:28:37
For us to be able to upgrade 0790036****, you would need to cancel the current contract you have at the moment. However as you have been affected by our out of bundle RPI price increases, you would be able to do this for free instead of waiting until 2018 for your contract end date. I would be able to place the order for the 8GB plan for you at £22.95 a month today, however what I can do is leave notes of the 2GB plan at £16.20 a month in your notes and pass you through to a disconnections team for the free cancellation on 0790036****. This would allow you to take out the £16.20 a month deal as soon as the disconnection is active
: at 17:31:39
Your colleague said both were out of contract?
: at 17:31:42
As per the account, details I can check that you're eligible for an upgrade. david whitson: at 16:12:40 For both hand sets? Pawan: at 16:12:03 Yes! *************: at 16:13:59 So are we out of contract? Pawan: at 16:14:13 As per the account details, you are eligible for an upgrade and also eligible for the cancellation. ************: at 16:15:53
: at 17:32:33
I think 0771537**** may have been out of contract since March this year?
Bradley: at 17:34:35
0771537**** would be out of contract, however you upgraded 0790036**** to the iPhone 5s in January of this year. However, after checking to see if you have been affected by RPI since our change in contracts, I have come to the conclusion that you would be able to cancel this line for free
: at 17:36:17
So we have been paying to much on ***?
Bradley: at 17:35:49
no.
: at 17:37:26
We have since March though?
Bradley: at 17:37:27
When you are out of contract, the plan would continue on a monthly rolling basis until you either upgrade or cancel the line
: at 17:39:21
I think on this basis, then, we will have sim only deals for both numbers
Bradley: at 17:41:12
Excellent what I will do is set the deal up for the 0771537**** for you now, and then pass you through to a disconnections team for the free cancellation for 0790036****in which we can then upgrade that number for you also
Bradley: at 17:41:28
I wont be a moment with the terms and conditions for 0771537**** for you now
: at 17:43:22
OK
Bradley: at 17:43:31
When you have read the terms and conditions of this deal please let me know when you would like to upgrade by typing "I AGREE"
Bradley: at 17:43:34
-
Bradley: at 17:43:34
-
Bradley: at 17:43:57
The bundle you have chosen gives you Unlimited minutes, Unlimited texts and 8GB of data. The standard monthly cost of this is £22.95, which will show on your My Vodafone account online.
Bradley: at 17:43:57
● Your bundle has inclusive roaming. This inclusive roaming allowance includes 2GB of data, unlimited minutes, texts and multimedia messages to UK numbers (starting with 01, 02, 03 or 07), as well as mobile numbers and landlines within our Europe Zones 1 & 2. Your data allowance also has a cap when you're travelling in our Europe zones to help you manage your usage. We'll text you when you're getting close to your cap and you have the option of increasing your allowance or purchasing one-time recurring data extras. You can get more info on European roaming at vodafone.co.uk/goingabroadinfo.
Bradley: at 17:43:57
● Your bundle is 4G ready, which means you can take advantage of the speeds it can deliver dependent on coverage and network demand (which may vary).
Bradley: at 17:43:57
● As part of your Red Value bundle, you may choose to take up Spotify Premium, Sky Sports Mobile TV or a NOW TV Entertainment Pass. This will remain on your Red Value Bundle for the length of the offer at no extra charge.
Bradley: at 17:43:57
● After the initial period of the offer you will be charged monthly either to your Vodafone bill or direct from the offer provider, you can cancel this after the offer period by going to offers.vodafone.com/gb/cancel or in the case of NOW TV you need to go to nowtv.co.uk/account.
Bradley: at 17:43:57
Your invoice will show your old bundle ending today and your new one starting from midnight tonight.
Bradley: at 17:43:57
● This agreement is for a minimum period of 12 months, plus any remaining term left on your existing contract. You will receive your first monthly invoice within 2 days of your delivery date. This will also tell you your payment date. Direct Debit payments will be taken by 'Vodafone Limited'. Each April, your bundle price will increase by an amount equal to the RPI rate published in March of that year. We will publish this rate on our website. Full details are available in the Vodafone Airtime terms and conditions. Occasionally, we have to put up our charges outside of your monthly bundle charge or change our services during your contract. We'll tell you before we do this and you can read more about this in our Airtime Terms and Conditions online.
Bradley: at 17:43:57
● You have the right to change your mind and cancel your contract during the next 30 days. You can do this by calling us on 191. You're buying from Vodafone Limited of the Connection, Newbury. You can cancel at any time by giving 30 days notice to Vodafone. However, if you cancel before the minimum period, you will still need to pay the remaining contract monthly costs.
Bradley: at 17:43:57
: at 17:46:02
I Agree
: at 17:47:23
Does SKY TV do the installation?
Bradley: at 17:47:10
You will receive a message of the possible options come midnight tonight of the added content options. This would allow you to apply for the option you wish to take out. and we will arrange the rest bfor you
Bradley: at 17:48:02
What I will do is pass you through onto the cancellations department for the free disconnection on 0790036****for you now. Is there anything else I can assist you with today?
: at 17:50:49
No thank you, thanks for your help
Bradley: at 17:51:04
I wont be a moment with the transfer PLease hold in chat as I do this for you
info: at 17:52:59
Please wait while I transfer the chat to the appropriate group.
info: at 17:54:59
All our advisers are currently assisting others. Thanks for your patience we'll be with you shortly.
info: at 17:55:09
You are now connected with an adviser.
info: at 17:57:42
Please wait while I transfer the chat to the appropriate group.
info: at 17:57:44
You are now connected with Ratna.
: at 18:01:09
Hi
Ratna: at 18:01:10
Hello, you're chatting with Ratna, how may I help you today?
: at 18:02:11
Can you see the deal your colleague has offered me?
Ratna: at 18:03:42
Give me a moment to connect your chat with our dedicated team and they'll help you with the upgrade offers.
info: at 18:03:50
Please wait while I transfer the chat to the appropriate group.
info: at 18:05:50
All our advisers are currently assisting others. Thanks for your patience we'll be with you shortly.
system: at 18:06:13
Please wait to send your question until we connect you with one of our representatives.
system: at 18:08:07
Please wait to send your question until we connect you with one of our representatives.
info: at 18:07:50
All our advisers are currently assisting others. Thanks for your patience we'll be with you shortly.
system: at 18:08:22
Please wait to send your question until we connect you with one of our representatives.
info: at 18:09:50
All our advisers are currently assisting others. Thanks for your patience we'll be with you shortly.
info: at 18:11:50
All our advisers are currently assisting others. Thanks for your patience we'll be with you shortly.
system: at 18:13:08
Please wait to send your question until we connect you with one of our representatives.
system: at 18:13:36
Please wait to send your question until we connect you with one of our representatives.
info: at 18:13:07
You are now connected with an adviser.
: at 18:13:42
The deal we have been offered and agreed to is as follows, 0771537****, unlimited minutes texts and 8GB deal available instead of 6GB, this would be £22.95 a month, plus Sky TV for 12 months. 0790036****, Unlimited minutes unlimited texts and 2GB of data for £16.20 a month. Both of these contracts would run for twelve months, the total we will pay is £39.15
: at 18:14:14
Please confirm you have set this up
: at 18:15:36
Are you still connected?
Julia: at 18:15:14
Hello and welcome to Vodafone! You’re speaking with Julia, an upgrades and broadband specialist, to get the ball rolling can I start by taking your full name and number please?
: at 18:17:10
David Whitson
Julia: at 18:16:48
Hello David, how may I help today ?
: at 18:17:49
The deal we have been offered and agreed to is as follows, 0771537****, unlimited minutes texts and 8GB deal available instead of 6GB, this would be £22.95 a month, plus Sky TV for 12 months. 0790036****, Unlimited minutes unlimited texts and 2GB of data for £16.20 a month. Both of these contracts would run for twelve months, the total we will pay is £39.15
: at 18:18:14
Or can you offer a more competitive package?
Julia: at 18:19:04
I am afraid I am not able to offer a more competitive package
: at 18:21:24
Can you confirm the total cost to me will be £563.76 per year inc VAT?
Julia: at 18:21:39
for these two lines?
: at 18:22:56
Yes
Julia: at 18:24:53
the total for 12 months for both the above lines is £469.8 inc. VAT
: at 18:25:59
OK, we will take that please
: at 18:30:11
Are you still conected?
Julia: at 18:29:33
so you'd like to upgrade number 0790036****?
: at 18:32:54
You are going to cancel the contract for free for number 0790036****, and then you are going to do the deal as out lined above.
Julia: at 18:32:45
I am an upgrades advisor, I am not able to cancel the number for you
Julia: at 18:34:07
Would you like me to transfer you to the correct team?
: at 18:38:52
This is ridiculous.this live chat was started at 16.02, you are the third adviser that has discussed this with me, it was the first that mentioned the deal and said that he would pass me on to the correct person. If it takes two hours to work out a new deal whats the point of staying with Vodafone, the deal is not that competitive against BT, the network is not that good, the only sweetener is the offer of a TV package, that I dont really need. If it takes this long with customer services now, what about when we have a real problem? I think you may as well pass me onto to the cancellation team, I am requesting the PAC code and we will go with BT.
: at 18:39:23
Can I have the PAC please?
Julia: at 18:39:36
I am really sorry for the inconvenience created David, and sorry to hear you wish to leave us however I am afraid I can not help with discussing leaving or issuing PAC codes. I am strictly upgrades so I would be unable to assist. To discuss leaving the company you would need to call customer services on 191 from any Vodafone handset
: at 18:42:24
Forget it, its not your fault, but pass this to Vodafone management please. We will leave Vodafone, not just over this but its now been confirmed as the right thing to do, the customer service is poor, its time we had a change. I am not waiting any more time on this. Good bye
Julia: at 18:42:47
I do apologise again about this, if you'd like to make a complaint I am able to transfer this chat to the relevant team
info: at 16:02:55
Welcome to Vodafone! You will now be connected with a service adviser. Your approximate wait time is 0 minute(s) and 5 seconds. . We’re looking forward to assisting you today.
info: at 16:02:56
You are now connected with Pawan.
Pawan: at 16:02:58
Hello, you're chatting with Pawan, how may I help you today?
: at 16:04:17
Hi Pawan,
: at 16:05:00
I have two numbers with you, 0771537**** and 0790036****, can you tell me the status of the contracts and upgrades of these two number please?
Pawan: at 16:04:04
Sure!
Pawan: at 16:04:12
I will be happy to help you.
Pawan: at 16:04:20
Please help me with your complete name?
: at 16:05:42
*************
Pawan: at 16:05:39
For the security of the account,please help me with the 2nd and 3rd digit of the PIN?
: at 16:07:21
62
Pawan: at 16:07:49
That matches our records! Thank you for verifying your details.
Pawan: at 16:07:49
Kindly bear with me while I check your account details. I appreciate your patience.
: at 16:09:19
Thanks
Pawan: at 16:10:00
As per the account, details I can check that you're eligible for an upgrade.
: at 16:12:40
For both hand sets?
Pawan: at 16:12:03
Yes!
: at 16:13:59
So are we out of contract?
Pawan: at 16:14:13
As per the account details, you are eligible for an upgrade and also eligible for the cancellation.
: at 16:15:53
For both numbers?
Pawan: at 16:14:51
We have a dedicated team for both cancellation and upgrades.
Pawan: at 16:15:59
For both the numbers you are eligible for an upgrade and also eligible for the cancellation.
Pawan: at 16:16:30
May I know do you want to upgrade or cancellation of the number?
: at 16:18:20
I would be interested to know what deals you could offer me, both sim only and with handset
Pawan: at 16:18:42
We have a dedicated team for upgrades.
Pawan: at 16:18:57
Please stay connected while I connect the chat to the dedicated team.
: at 16:20:55
Thanks
info: at 16:19:39
Please wait while I transfer the chat to the appropriate group.
info: at 16:21:39
All our advisers are currently assisting others. Thanks for your patience we'll be with you shortly.
info: at 16:23:39
All our advisers are currently assisting others. Thanks for your patience we'll be with you shortly.
system: at 16:25:50
Please wait to send your question until we connect you with one of our representatives.
info: at 16:24:58
You are now connected with an adviser.
: at 16:26:52
OK
: at 16:27:02
Thank you for your help
Bradley: at 16:25:22
Hello *******:)
Bradley: at 16:25:26
How are you today?
: at 16:28:17
Fine thanks
Bradley: at 16:27:44
Thats good to hear
I see that you would like to upgrade today. PLease can you confirm for me which number you would like a sim only for and the number you would like a handset efor?: at 16:30:46
First off can you confirm what price plan 0771537**** is on please?
Bradley: at 16:30:14
By all Means
before I can do this however, Please can you reconfirm for me the 2nd and 3rd digits of your vodafone pin for me: at 16:32:33
6 2
Bradley: at 16:31:07
Thank you for passing security
Bradley: at 16:31:14
Lets check that bundle for you
: at 16:34:17
OK
Bradley: at 16:34:04
Unlimited minutes texts and 6GB data
: at 16:36:55
And that costs me how much?
Bradley: at 16:35:23
£35 INC VAT
: at 16:40:05
And if I were to have a sim only deal of the above?
Bradley: at 16:39:17
We do have an unlimited minutes texts and 8GB deal available instead of 6GB, this would be £22.95 a month and also comes with 12 months of either, NOW TV, SKY SPORTS (1, 2 and news) or SPotify Premium for free
Bradley: at 16:39:22
Normally £27 a month
: at 16:42:58
And thats sim only?
Bradley: at 16:41:16
Correct
: at 16:44:35
What terms would you offer me then if I were to put both numbers on that deal, obviously would only need one sky deal.
Bradley: at 16:43:38
If you was to take this deal for both numbers I can offer you both plans at £22.95 each as per the promotional deal we have available at the moment
Bradley: at 16:44:02
as for the 12 months free content, you would recieve this for both plans.
Bradley: at 16:44:41
And on top of this you would also get 2GB of roaming data + unlimited inclusive roaming minutes and texts to 01, 02, 03 and 07 UK based landlines and mobiles from 40 european countries too
Bradley: at 16:49:31
What do you think of this option?
: at 17:07:51
Sorry, im still here!
Bradley: at 17:07:37
Excellent
Bradley: at 17:07:43
What do you thin of the sim only offer
: at 17:08:41
The deal sounds OK, for one number, but seems little incentive to both for that?
: at 17:10:02
I could from BT, get unlimited test and calls and 15GB of £16, and for 12mth
Bradley: at 17:10:09
Unfortunately I wouldnt be able to further reduce this plan for the 2nd line. you wouldnt save just the £81.20 for the discounts on both plans for the 15% discount on both lines, but you would save upto £120 for the extra content each also
: at 17:13:54
So thats your best offer then?
Bradley: at 17:15:17
This would be my best offer for this bundle. The savings are there for you to take advantage of and with the extra content there too, You wouldnt be short of things to do with this new plan, plus the first 2 months of this would come with unlimited data for free too on our 4G network
: at 17:16:54
What plan is the 0790036**** on at the moment?
Bradley: at 17:19:05
unlimited minutes texts and 2GB of data at £34 a month
: at 17:20:35
So what would the comparable sim only deal be for that then?
Bradley: at 17:20:05
Unlimited minutes unlimited texts and 2GB of data for £16.20 a month
: at 17:21:15
Is that number ever over its data allowance?
Bradley: at 17:22:29
From what I can see no
: at 17:25:15
In that case it would make more sense for me to have one on £22.95 and the other £16.20, total being £39.15 PCM, I assume that price is Ex VAT?
Bradley: at 17:24:54
INC VAT
Bradley: at 17:28:37
For us to be able to upgrade 0790036****, you would need to cancel the current contract you have at the moment. However as you have been affected by our out of bundle RPI price increases, you would be able to do this for free instead of waiting until 2018 for your contract end date. I would be able to place the order for the 8GB plan for you at £22.95 a month today, however what I can do is leave notes of the 2GB plan at £16.20 a month in your notes and pass you through to a disconnections team for the free cancellation on 0790036****. This would allow you to take out the £16.20 a month deal as soon as the disconnection is active
: at 17:31:39
Your colleague said both were out of contract?
: at 17:31:42
As per the account, details I can check that you're eligible for an upgrade. david whitson: at 16:12:40 For both hand sets? Pawan: at 16:12:03 Yes! *************: at 16:13:59 So are we out of contract? Pawan: at 16:14:13 As per the account details, you are eligible for an upgrade and also eligible for the cancellation. ************: at 16:15:53
: at 17:32:33
I think 0771537**** may have been out of contract since March this year?
Bradley: at 17:34:35
0771537**** would be out of contract, however you upgraded 0790036**** to the iPhone 5s in January of this year. However, after checking to see if you have been affected by RPI since our change in contracts, I have come to the conclusion that you would be able to cancel this line for free
: at 17:36:17
So we have been paying to much on ***?
Bradley: at 17:35:49
no.
: at 17:37:26
We have since March though?
Bradley: at 17:37:27
When you are out of contract, the plan would continue on a monthly rolling basis until you either upgrade or cancel the line
: at 17:39:21
I think on this basis, then, we will have sim only deals for both numbers
Bradley: at 17:41:12
Excellent what I will do is set the deal up for the 0771537**** for you now, and then pass you through to a disconnections team for the free cancellation for 0790036****in which we can then upgrade that number for you also
Bradley: at 17:41:28
I wont be a moment with the terms and conditions for 0771537**** for you now
: at 17:43:22
OK
Bradley: at 17:43:31
When you have read the terms and conditions of this deal please let me know when you would like to upgrade by typing "I AGREE"
Bradley: at 17:43:34
-
Bradley: at 17:43:34
-
Bradley: at 17:43:57
The bundle you have chosen gives you Unlimited minutes, Unlimited texts and 8GB of data. The standard monthly cost of this is £22.95, which will show on your My Vodafone account online.
Bradley: at 17:43:57
● Your bundle has inclusive roaming. This inclusive roaming allowance includes 2GB of data, unlimited minutes, texts and multimedia messages to UK numbers (starting with 01, 02, 03 or 07), as well as mobile numbers and landlines within our Europe Zones 1 & 2. Your data allowance also has a cap when you're travelling in our Europe zones to help you manage your usage. We'll text you when you're getting close to your cap and you have the option of increasing your allowance or purchasing one-time recurring data extras. You can get more info on European roaming at vodafone.co.uk/goingabroadinfo.
Bradley: at 17:43:57
● Your bundle is 4G ready, which means you can take advantage of the speeds it can deliver dependent on coverage and network demand (which may vary).
Bradley: at 17:43:57
● As part of your Red Value bundle, you may choose to take up Spotify Premium, Sky Sports Mobile TV or a NOW TV Entertainment Pass. This will remain on your Red Value Bundle for the length of the offer at no extra charge.
Bradley: at 17:43:57
● After the initial period of the offer you will be charged monthly either to your Vodafone bill or direct from the offer provider, you can cancel this after the offer period by going to offers.vodafone.com/gb/cancel or in the case of NOW TV you need to go to nowtv.co.uk/account.
Bradley: at 17:43:57
Your invoice will show your old bundle ending today and your new one starting from midnight tonight.
Bradley: at 17:43:57
● This agreement is for a minimum period of 12 months, plus any remaining term left on your existing contract. You will receive your first monthly invoice within 2 days of your delivery date. This will also tell you your payment date. Direct Debit payments will be taken by 'Vodafone Limited'. Each April, your bundle price will increase by an amount equal to the RPI rate published in March of that year. We will publish this rate on our website. Full details are available in the Vodafone Airtime terms and conditions. Occasionally, we have to put up our charges outside of your monthly bundle charge or change our services during your contract. We'll tell you before we do this and you can read more about this in our Airtime Terms and Conditions online.
Bradley: at 17:43:57
● You have the right to change your mind and cancel your contract during the next 30 days. You can do this by calling us on 191. You're buying from Vodafone Limited of the Connection, Newbury. You can cancel at any time by giving 30 days notice to Vodafone. However, if you cancel before the minimum period, you will still need to pay the remaining contract monthly costs.
Bradley: at 17:43:57
: at 17:46:02
I Agree
: at 17:47:23
Does SKY TV do the installation?
Bradley: at 17:47:10
You will receive a message of the possible options come midnight tonight of the added content options. This would allow you to apply for the option you wish to take out. and we will arrange the rest bfor you
Bradley: at 17:48:02
What I will do is pass you through onto the cancellations department for the free disconnection on 0790036****for you now. Is there anything else I can assist you with today?
: at 17:50:49
No thank you, thanks for your help
Bradley: at 17:51:04
I wont be a moment with the transfer
PLease hold in chat as I do this for you info: at 17:52:59
Please wait while I transfer the chat to the appropriate group.
info: at 17:54:59
All our advisers are currently assisting others. Thanks for your patience we'll be with you shortly.
info: at 17:55:09
You are now connected with an adviser.
info: at 17:57:42
Please wait while I transfer the chat to the appropriate group.
info: at 17:57:44
You are now connected with Ratna.
: at 18:01:09
Hi
Ratna: at 18:01:10
Hello, you're chatting with Ratna, how may I help you today?
: at 18:02:11
Can you see the deal your colleague has offered me?
Ratna: at 18:03:42
Give me a moment to connect your chat with our dedicated team and they'll help you with the upgrade offers.
info: at 18:03:50
Please wait while I transfer the chat to the appropriate group.
info: at 18:05:50
All our advisers are currently assisting others. Thanks for your patience we'll be with you shortly.
system: at 18:06:13
Please wait to send your question until we connect you with one of our representatives.
system: at 18:08:07
Please wait to send your question until we connect you with one of our representatives.
info: at 18:07:50
All our advisers are currently assisting others. Thanks for your patience we'll be with you shortly.
system: at 18:08:22
Please wait to send your question until we connect you with one of our representatives.
info: at 18:09:50
All our advisers are currently assisting others. Thanks for your patience we'll be with you shortly.
info: at 18:11:50
All our advisers are currently assisting others. Thanks for your patience we'll be with you shortly.
system: at 18:13:08
Please wait to send your question until we connect you with one of our representatives.
system: at 18:13:36
Please wait to send your question until we connect you with one of our representatives.
info: at 18:13:07
You are now connected with an adviser.
: at 18:13:42
The deal we have been offered and agreed to is as follows, 0771537****, unlimited minutes texts and 8GB deal available instead of 6GB, this would be £22.95 a month, plus Sky TV for 12 months. 0790036****, Unlimited minutes unlimited texts and 2GB of data for £16.20 a month. Both of these contracts would run for twelve months, the total we will pay is £39.15
: at 18:14:14
Please confirm you have set this up
: at 18:15:36
Are you still connected?
Julia: at 18:15:14
Hello and welcome to Vodafone! You’re speaking with Julia, an upgrades and broadband specialist, to get the ball rolling can I start by taking your full name and number please?
: at 18:17:10
David Whitson
Julia: at 18:16:48
Hello David, how may I help today ?
: at 18:17:49
The deal we have been offered and agreed to is as follows, 0771537****, unlimited minutes texts and 8GB deal available instead of 6GB, this would be £22.95 a month, plus Sky TV for 12 months. 0790036****, Unlimited minutes unlimited texts and 2GB of data for £16.20 a month. Both of these contracts would run for twelve months, the total we will pay is £39.15
: at 18:18:14
Or can you offer a more competitive package?
Julia: at 18:19:04
I am afraid I am not able to offer a more competitive package
: at 18:21:24
Can you confirm the total cost to me will be £563.76 per year inc VAT?
Julia: at 18:21:39
for these two lines?
: at 18:22:56
Yes
Julia: at 18:24:53
the total for 12 months for both the above lines is £469.8 inc. VAT
: at 18:25:59
OK, we will take that please
: at 18:30:11
Are you still conected?
Julia: at 18:29:33
so you'd like to upgrade number 0790036****?
: at 18:32:54
You are going to cancel the contract for free for number 0790036****, and then you are going to do the deal as out lined above.
Julia: at 18:32:45
I am an upgrades advisor, I am not able to cancel the number for you
Julia: at 18:34:07
Would you like me to transfer you to the correct team?
: at 18:38:52
This is ridiculous.this live chat was started at 16.02, you are the third adviser that has discussed this with me, it was the first that mentioned the deal and said that he would pass me on to the correct person. If it takes two hours to work out a new deal whats the point of staying with Vodafone, the deal is not that competitive against BT, the network is not that good, the only sweetener is the offer of a TV package, that I dont really need. If it takes this long with customer services now, what about when we have a real problem? I think you may as well pass me onto to the cancellation team, I am requesting the PAC code and we will go with BT.
: at 18:39:23
Can I have the PAC please?
Julia: at 18:39:36
I am really sorry for the inconvenience created David, and sorry to hear you wish to leave us however I am afraid I can not help with discussing leaving or issuing PAC codes. I am strictly upgrades so I would be unable to assist. To discuss leaving the company you would need to call customer services on 191 from any Vodafone handset
: at 18:42:24
Forget it, its not your fault, but pass this to Vodafone management please. We will leave Vodafone, not just over this but its now been confirmed as the right thing to do, the customer service is poor, its time we had a change. I am not waiting any more time on this. Good bye
Julia: at 18:42:47
I do apologise again about this, if you'd like to make a complaint I am able to transfer this chat to the relevant team
0
Comments
-
The sky tv is the mobile version not the box that sits under the TV.0
-
They didn't say that, if that's the case no interest at all.0
-
-
It is your right. The offer of sky is absolutely no reason to stay with them, like many I'm sure I'm lazy in not changing due to the perceived hassle of wait networks which of course they rely on.
Running my own business in rural Cumbria what is paramount to me is a network and handset that works, I don't believe any one network provider will be reliable Cumbria wide, so my answer has been a dual sim phone, Vodafone on contract and EE PAYG, and set the diverts up so you should always receive calls.
BT coverage looks good for Cumbria and £16 per month for unlimited voice and text sounds ok to. I think BT have some sort of tie up coming soon, this being the case the coverage may improve, my thoughts of keeping Vodafone was still having reception in areas where BT/EE don't work.
But today Vodafone were just a joke.0 -
In the last week, I too have spent many hours on chat or phone to Vodafone having discovered that I have been paying for a dongle I never ordered, didn't receive and don't need. I have been charged £480 for this privilege. I am now jumping through hoops to get this refunded. I was asked to send by email details of all my Vodafone DD details, only to find that none of the email options actually work. That's another few hours that I won't get back. Anyone one else have phantom items on their bill?0
-
Hi howburn,
Apologies for the inconvenience with our Live Chat team.
Is this issue now being sorted? Did you give us a call?
Thanks,
Sarah
Social Media Operations
Vodafone UK“Official Company Representative
I am the official company representative of Vodafone. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0 -
Hi howburn,
Apologies for the inconvenience with our Live Chat team.
Is this issue now being sorted? Did you give us a call?
Thanks,
Sarah
Social Media Operations
Vodafone UK
Hi Sarah, no this is not sorted I really couldn't bring myself to wast even more time discussing when work is so busy.
Who best to contact who can actually sort it rather then being passed around? I would contact you directly but don't know how?
Cheers0 -
Hi howburn,
If you wish to cancel the contract due to the RPI price increase, please email us via the Contact us form here.
To access the form you'll need to enter the code WRT165.
As well as stating your query in the question box, please also quote "MSE Forum".
Once sent, you'll receive an automated reply with a reference number. Post it on here and we'll check we've received it.
If you still wish to upgrade the other number, you can do so by calling 191 from your Vodafone handset or 03333 040 191 from another line.
Thanks,
Nathan
Social Media Operations
Vodafone UK“Official Company Representative
I am the official company representative of Vodafone. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0 -
Just to note my dealings with Vodafone for around 7 years have always been acceptable and never had any real issues, The only slight downside is the live chat but I now just phone in when I can if there is anything I need to deal with.0
-
Ditched them. Requested pac code, which I got. Also had follow up call from disconnections team with offer of 'special' deal. Which was £22 per month unlimited talk and text and 20gb data. Next one down near enough £20 but 14gb same talk and texts.
My deal with BT is unlimited talk and text, 15gb £16, so a bit cheaper, chance to try something new, Vodafone in my view have deteriorated in the last couple of years.0
This discussion has been closed.
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 350.9K Banking & Borrowing
- 253.1K Reduce Debt & Boost Income
- 453.5K Spending & Discounts
- 243.9K Work, Benefits & Business
- 598.8K Mortgages, Homes & Bills
- 176.9K Life & Family
- 257.2K Travel & Transport
- 1.5M Hobbies & Leisure
- 16.1K Discuss & Feedback
- 37.6K Read-Only Boards