Vodafone Leaving Early - Penalty?

johnb80

Hi,
I run a small business in Gainsborough, we have 4 x mobile phones with Vodafone on a company plan. Over the last few months the signal has gone from full strength down to 1 bar or no service in our premises and surrounding areas in Gainsborough. We have contacted Vodafone on many occasions with the lengthy delays and we've been given the run around. ^ weeks ago we were told to purchase a suresignal unit to provide a signal in our premises, we did and it worked, it was brilliant, it still didn't address the issues in the local area. The suresignal then stopped working, Vodafone are blaming our ISP, our ISP says nothing has changed. Were now stuck and I've had my fill with Vodafone and their complete lack of service and support.


I called them today to cancel our phones to be told we're still in contract for 6 months (2 year contract) and thus there would be an early termination fee. This amounts to just over £1000 but I feel that Vodafone have broken the contract first by reducing the coverage around Gainsborough and not providing adequate support to resolve issues.


Any advice on how to approach this, they're still taking the money for a service they're not providing and want more from us if we leave.


Any help / guidance greatly appreciated, I will go to court if needs be.


John

JJ_Egan

If its a business contract you should have certain service level agreements .

Jon_01

Make sure you're talking to business cs, not the domestic side. As JJ says, you should have an SLA (check your contract)...

johnb80

Thanks I'll double check but I don't recall any SLA's.


J

johnb80

In principle though do you think I'm right? i.e. we had a good service, good reception for the last 10 years and then 18 months into our new contract the signal has gone and they don't seem in any rush to do anything about it, surely they've broken their contract, they're no longer providing the service that we signed up for and had previously.

mobilejunkie

Mobile contracts are for mobile phones; never heard of a guarantee of service provision for a given area - at least, not for a personal contract. If it's not part of the contract you have no case. Right and wrong doesn' t make much difference where the law is concerned.

Vodafone

Hi johnb80,

Please contact a member of our Business Live Chat team on this link here. They will be able to assist you further regarding this issue.

Thanks,

Nathan

Social Media Operations

Vodafone UK

johnb80

Vodafone wrote: »

Hi johnb80,

Please contact a member of our Business Live Chat team on this link here. They will be able to assist you further regarding this issue.

Thanks,

Nathan

Social Media Operations

Vodafone UK

Well it would be good to talk, sadly though, just like your phone service, the link doesn't work.


John

Vodafone

Hi johnb80,

Sorry about that, please try this link here.

Thanks,

Nathan

Social Media Operations

Vodafone UK

johnb80

Vodafone wrote: »

Hi johnb80,

Sorry about that, please try this link here.

Thanks,

Nathan

Social Media Operations

Vodafone UK

Oh dear, this goes from bad to worse, this link doesn't work either, this one gives an error "Chat key cookie does not match visitor chat key"


Regards - John

johnb80

mobilejunkie wrote: »

Mobile contracts are for mobile phones; never heard of a guarantee of service provision for a given area - at least, not for a personal contract. If it's not part of the contract you have no case. Right and wrong doesn' t make much difference where the law is concerned.

But surely you would agree that if for example they shut down all of their masts in Scotland and thus there was no signal all of the Scottish customers would have a valid case? For more than 10 years we've had an excellent signal here in Gainsborough and it's with that in mind that we've stayed with Vodafone, they have changed something either removed a mast or whatever and now ALL Vodafone users in the area are complaining, Vodafone seem unwilling to do anything about it. Would you not agree they cannot simply reduce their service without compensating their users?


J