Vodafone: unlimited plan capped in download speed without notice

DD2AN

Hi,
I've recently renewed my contract with Vodafone: their Sales advisor on the phone did a great job at selling me an iPhone 11 Pro at an amazing price: £59.20 a month with a 2-year contract, unlimited usage. As a loyal customer of Vodafone (almost 20 years now), I really appreciated the gesture, especially since I experienced so many issues with their customer service over the years - mainly at renewal times.
Unfortunately, this time didn't break the rule: what the Sales advisor forgot to mention was that my download speed was going to be capped at 2mbps. Imagine my surprise when I received my new "unlimited" phone and everything had become so slow all of a sudden! Who would buy an unlimited plan capped at 2mbps anyway?!... It defeats the purpose, doesn't it? I didn't receive the terms and conditions of my contract either: no mention of the 2mbps cap at all.
So I called 191 and after many attempts and frustrations I managed to talk to someone in customer care: he logged the issue and promised me that my call with their Sales person was going to be reviewed and that I will hear back from him personally within 3 working days.
... That was a month ago. Since then, Vodafone has made no attempt to contact me.
Has it happened to anyone else on the forum? Any suggestion about what I should do?...
Best,
Denis

d123

Vodafone had 3 speed versions of their unlimited plan from inception, 2Mbps/10Mbps/unrestricted. 

I'm not sure if you've missed the events of the last month, most firms have had to shut down parts of their business so it's unlikely a full customer service experience can currently be expected.

KimJongUn88

It’s still unlimited.

DD2AN

Yes of course I'm aware of the situation in the world.
I was actually commenting on the fact that I was not made aware of the 2mbps cap at the time of the renewal and that today I am stuck with my poor download speed for the next 23 months, which stops me from using my mobile to work.
Has this happened to anybody else?

Exemplar

DD2AN said:

Yes of course I'm aware of the situation in the world.
I was actually commenting on the fact that I was not made aware of the 2mbps cap at the time of the renewal and that today I am stuck with my poor download speed for the next 23 months, which stops me from using my mobile to work.
Has this happened to anybody else?

Oh so this is you using a personal contract for work purposes?

d123

DD2AN said:

Yes of course I'm aware of the situation in the world.
I was actually commenting on the fact that I was not made aware of the 2mbps cap at the time of the renewal and that today I am stuck with my poor download speed for the next 23 months, which stops me from using my mobile to work.
Has this happened to anybody else?

You should be able to change price plan to the 10Mbps or unrestricted plan using the Vodafone app on your phone. 

Looking at the app it's an extra £4 a month from the 2Mbps Lite plan to the 10Mbps regular plan and £5 from regular to unrestricted Max (for me, at least, I would presume it should be similar for everyone).

sdduk

Just listening to capital radio and there was a Vodafone ad on there said unlimited data but when it was at the end it said will be capped.

DD2AN

d123 said:
You should be able to change price plan to the 10Mbps or unrestricted plan using the Vodafone app on your phone. 

Looking at the app it's an extra £4 a month from the 2Mbps Lite plan to the 10Mbps regular plan and £5 from regular to unrestricted Max (for me, at least, I would presume it should be similar for everyone).

Thanks d123, that's good advice. Where did you see that? I went under "Your Plan", then "Change Plan": it says "you aren't eligible for an upgrade yet" because I'm now under contract for 2 years on a plan I didn't buy.

d123

DD2AN said:

d123 said:
You should be able to change price plan to the 10Mbps or unrestricted plan using the Vodafone app on your phone. 

Looking at the app it's an extra £4 a month from the 2Mbps Lite plan to the 10Mbps regular plan and £5 from regular to unrestricted Max (for me, at least, I would presume it should be similar for everyone).

Thanks d123, that's good advice. Where did you see that? I went under "Your Plan", then "Change Plan": it says "you aren't eligible for an upgrade yet" because I'm now under contract for 2 years on a plan I didn't buy.

Under the "You aren't eligible for an upgrade" should be a second option "Change your plan". Click that and it takes you to a list of plans with prices showing.

d123

Screenshots

DD2AN

Thanks d123, very useful!!
The plan proposed by Vodafone is £25 more expensive a month than what I'm currently paying. Ouch...