Onecom

Hevinlosty

I have exactly the same issue and can entirely sympathise with Eddy_Current. I too have been a Vodaphone customer since I got my very first mobile phone and was very happy with the service and the contract until I too got the call from their ‘partner’ company. I too didn’t realise until I went into my usual Vodaphone shop that my account is now managed by Onecom, and that Vodaphone have no control over my tariff...

They are now claiming I am tied into a 22 month contract and refuse to give me a PAC code unless I pay them a fee. Here are my issues which I have raised with them:

(1) They have sent me a voice recording which they claim is from a date in April 2015 when I know I was in an area with no phone signal all day.

(2) They claim they emailed me the contract. I have checked all my in boxes and junk mail and I have never received any email or contract from them.

(3) They claim they sent me a cheque for £50. I have sent them copies of my bank statements which proves no cheque for £50 has ever been paid in.

So far, although I don't believe they have fulfilled their contractual obligations and could possibly even be using borderline fraudulent practices, they have still refused to give me a PAC code.

I have no idea why Vodafone have used this aggressive company to take over their contracts. I would have been perfectly happy to remain as one of their customers but now I cannot wait to leave! If any of the Vodafone Web Relations team are reading this perhaps they can explain it to me?

Vodafone

Hi Hevinlosty,

So I can get this looked into further, email me with your details using the link in our profile here.

Just copy and paste the link into your web browser, and it'll take you to the Contact us form on our website. To access the form you'll need to enter the code WRT135.

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 I've received it.

Kind regards,

Lee

Social Media Comms

Vodafone UK

Hevinlosty

Hi Lee

Thank you for your reply. Unfortunatley I can't see a link on your profile. There is a 'Send Message' button but if I try that it just says you have chosen not to receive private messages therefore I am unable to send a message to you.

Regards
Heather

Silk

Hevinlosty wrote: »

Hi Lee

Thank you for your reply. Unfortunatley I can't see a link on your profile. There is a 'Send Message' button but if I try that it just says you have chosen not to receive private messages therefore I am unable to send a message to you.

Regards
Heather

It's the vdfn.co/1d98zmW


here's the link for you to click http://www.vodafone.co.uk/contact-form/index.htm

arsenal1234

Onecom are Vodafone's leading platinum partner in the uk, However it will all seem to good to be true, firstly you will be contacted by a sales agent who will eventually claim to be your dedicated "account manager", they will then run through an analysis of your orange account or whatever preferred network it is at that time, leading you to believe they are from the network although they do mention onecom into there scripts, they will put you on hold and claim they are going to see if they can get a better package agreed by a "controller" they will come back to you after putting you on hold for a few moments to what i believe is to make you want this product, and tell you they have got you a better tariff £x amount each month plus vat, with what ever handset it is your require, they will tell you the "strongest network is vodafone" very convenient as its most probably not, they will tell you we need to request a pac code, and a termination fee to which they will pay, they put you through to the network overhearing the conversation as the agent slipped up and said ive cut the call because ive spoken to 3 agents, the agent knew how much the fee was, ive looked into this and legally they are not allowed on the call with you as they would have to tell the other party they are present, and no way would the other network give a pac code if they new onecom were on the line, they will then tell you included in the termination fee, you are responsible for your last months line rental plus 30 days notice. They will then tell you there is no cooling off period with this contract and its 36 months, but not to worry about in length of the contract as at month 18 you have a review, month 24 an upgrade, and every 18 month another review, baring in mind you can only drop the contract your on by 1 price plan, which could be pennies, if you dont upgrade you will be stuck with the same phone for 36 months, However the sometimes is a glitch in this as if you go directly to vodafone and want them to take full management of your account you can do that with what i'm led to believe is a managed based letter or something alone them lines.... Dont be fooled think when you hear the name

Vodafone

Hi arsenal1234,

I've replied to you here.

Kind regards,

Lee

Social Media Comms

Vodafone UK

miffed70

also scammed by Onecom believing they are Vodafone . received an ipad sent it back unopened as are your rights been charged for it since ..this started January feb 2014!
so frustrating emailing back and forth and having my calls diverted to these scammers .. as it stands they say I will not get a refund .
no help from either vodaphone or Onecom ..disgusting
UPDATE I contacted citizens advice and various other free advice and help centres ..
I have had a full refund all monies from Onecom . although they recently called me about my upgrade ,that conversation didn't go well .
I have been patiently waiting for one of our contracts with vodaphone to end and I am cancelling everything the reasons are simple really ..
as a vodaphone platinum partner Onecom has access I suppose to all our numbers .. these people then call your private number and being clever make you think your talking to vodaphone end up getting locked into a contract you don't even need to sign and an iPad I sent back unopened to pay for ..
vodaphone said it was nothing to do with them several times .. over a year period both in store and lengthy calls

vodaphone guy on here .. can you possibly give me an option to cancel all contracts FREE for your part in putting me through this ! tattoostix@msn.com

Sorry for posting here have you ever tried to cancel online ! all calls still it seems go through Onecom !!

Vodafone

Hi miffed70,

Thanks for making me aware of this.

So I can get things looked into further, email me with your details using the link in our profile here.

Just copy and paste the link into your web browser, and it'll take you to the Contact us form on our website. To access the form you'll need to enter the code WRT135.

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 I've received it.

Kind regards,

Lee

Social Media Comms

Vodafone UK

lafk71

First post, and apologies that it is such a long one.

I am one of the many that were railroaded into taking their Vodafone business to the “Platinum Partner”, Onecom. How I wish I had been sensible enough to stay strong and reject their tenacious selling.

I am now having so many problems I really don’t know where to go – any help or advice would be appreciated.

Problem 1: My son’s mobile phone contract ran out at the end of May. I had a note in my diary to call them to cancel the contract, as he had wanted an upgrade which Onecom couldn’t offer for anywhere near the price that Vodafone could. I called, cancelled and asked for the PAC code. We noticed a great deal on the iPhone 6 in Carphone warehouse (on Vodafone), so we went out and bought that and decided he would keep the new number and disregard the PAC code.

I received the email indicating that my bill was ready and was astonished at the charge: £135. I have 4 mobiles on contract with Vodafone (well, Onecom) and the charge is invariably around the £85 mark, so to find it was £50 dearer was a bit of a shock. I called 191 to speak to Vodafone, but of course, when you type in your mobile number, it automatically re-routes you through to Onecom. I spoke to someone in an off-shore team, explained the situation and they put me on hold whilst they transferred me to the correct department – that department turned out to be Vodafone themselves (what actually is the point of Onecom?). I spoke to a guy there and it transpired that there had been a termination fee when I cancelled my son’s phone, plus I was paying for the new phone we had purchased from Carphone Warehouse. When I called to cancel my son’s phone, I was not told about a termination fee (the contract had run out). The guy from Vodafone got a bit of an earful from me about how bad the service had been from Onecom; he was sympathetic and seemed unsure of why they were working with them. He was good enough to take £20 off my bill and after listening to my rants about Onecom, suggested I call them and tell them I wanted to go back to Vodafone consumer.

Problem 2: I called Onecom to tell them that I wanted to move my business back to Vodafone, however, it transpired that I was stuck in contract with them until 26/05/16. When I took out the Carphone Warehouse deal on the iPhone , somehow that phone got automatically linked with my other phones and renewed my contract with Onecom. I am absolutely furious about this – clearly the Carphone Warehouse are not at fault here as I wasn’t asked if I wanted it linked on Vodafone etc., but presumably by providing my main mobile number and email address, it automatically happened. How is this right?

Problem 3: Onecom are unable to change any deal that I have with them. I called them after I realised that my son’s new phone was linked with the main mobile, and to complain again that I was being charged a termination fee for my son’s old phone. I spoke to a very empathetic female called Grace on Wednesday of last week who said she totally understood my frustrations and that she would look into all mobile phone bills and see where they could reduce costs etc. She called back yesterday and left me a message (which I didn’t fully understand), and said that she had sent a mail. I checked my mail and of course, where she listed all the numbers on my account, she put at the end “this is the lowest tariff we have and we cannot reduce it”, but very kindly offered to increase my bill in various ways because I sent the odd picture message etc. On the list of numbers that were linked with my account was my son’s old number and the indication was that I was paying for it as a "normal" phone. I called her back and it appears that when I called to cancel the phone and ask for the PAC code, my request for a PAC code over-rode the request to terminate the line, and the line would only terminate once we had used the PAC code. Again, I was not informed of this when I originally called to cancel my son’s phone.

So I now have 5 mobile phones on my account, one of which has not been used since the end of May, but I will be paying for it until July. I cannot stress how angry and upset I am at the very fact that I have been duped into going to Onecom, but moreso that I have had a new number automatically added to the account, thus renewing my hideous contract with them.
I want away from them. Now. Does anyone have any guidance they can give me on how I can resolve this please?

Thanks in advance

Silk

lafk71 wrote: »

Problem 1: My son’s mobile phone contract ran out at the end of May. I had a note in my diary to call them to cancel the contract, as he had wanted an upgrade which Onecom couldn’t offer for anywhere near the price that Vodafone could. I called, cancelled and asked for the PAC code. We noticed a great deal on the iPhone 6 in Carphone warehouse (on Vodafone), so we went out and bought that and decided he would keep the new number and disregard the PAC code.

As a PAC request overrides the cancellation request your contract will have carried on because you failed to use the PAC

lafk71 wrote: »

Again, I was not informed of this when I originally called to cancel my son’s phone.

They don't always tell you when the request is put in but the obligation to tell you is at point of issue, if the PAC was given by text usually there is a link to explain how it works