Vodafone renege on offer but do we have a contract?

RachyRoach

A few weeks ago during a live chat with Vodafone regarding a mobile phone contract, my husband was was offered Vodafone broadband.

This is what “Laura” the operator said:

“Laura: We actually use the same BT line Stuart and we buy you out of your contract. As we use the same BT line we actually deal with all the changeover for you so that you are never without service. With our line rental FREE broadband, we can offer you Superfast fibre for just £20 a month! “

Notice the “we buy you out of your contract” bit!

My husband clarified this further:

“Stuart: Ok, thank you. And to confirm, you will cover any costs of ending our Broadband contract with BT and our television package shouldn't be affected? “

To which the response was:

“Laura: That is absolutely right”

So, to cut a long story short, BT are now charging us c£250 to end our contract early and Vodafone are saying that’s down to us! We have numerous transcripts from Vodafone which are contradictory and quite frankly ridiculous!

Fuming doesn’t come close.

Anyone faced similar?

boatman

https://www.vodafone.co.uk/terms-and-conditions/consumer/broadband-and-home-phone/EarlyCancellationCreditOffer/index.htm

https://forum.vodafone.co.uk/t5/Broadband-Home-Phone/Early-Cancellation-Credit-Offer/td-p/2581738

https://www.hotukdeals.com/deals/switching-broadband-early-get-your-early-termination-charges-reimbursed-from-bt-and-others-2791393?page=2#thread-comments

https://www.vodafone.co.uk/vodafone-uk/complaints/form/

To get you started..

RachyRoach

Thank you. Complaint raised!

Vodafone

Hi RachyRoach,

I'm sorry to hear that you and your husband have experienced difficulties with the transfer of your broadband.

If the issue over the cancellation fee remains unresolved, please email us via the 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 I'll check that it's been received.

Kind regards,

Lee

Vodafone Social Media

RachyRoach

Web form used Lee and ref is WRT165[#17923716].

We’ve already logged a complaint which said says “you’ll hear from us within 48 hours”. Still waiting 72 hours later.

Hopefully this web form will yield more response.

😡😡😡

Vodafone

Hi RachyRoach,

Thanks for coming back to me.

I've just checked your reference number and can see that one of my colleagues replied on 28 January.

If you still need help with this, please let us know.

Kind regards,

Lee

Vodafone Social Media

RachyRoach

Yes, thank you Lee.

Vodafone have been in touch and the case has taken rather an alarming turn, which I won’t share on social media yet, which Vodafone are investigate internally.

Vodafone

Hi RachyRoach,

Apologies for the delay with returning to the thread.

Has the investigation been completed and a resolution reached?

If not, please reply to the last email you've received from us.

Kind regards,

Lee

Vodafone Social Media