Help: Vodafone increasing broadband price mid contract - wasn't aware & can't pay.

Mary_Faerie

Hi does anyone have any advice please? I'm less than half way through a 2 year contract and Vodafone are increasing my monthly broadband fee. (I've already got more going out than coming in. I can't afford this.) I signed up and that's on me but I wasn't aware there would be a price increase. I've asked Vodafone to inform me where this financial obligation for further costs was made clear to me and all they directed me to is their small print terms and conditions - but I was never made aware of these; I've searched through original emails and can't find where any terms and conditions were supplied at all. I originally bought through a Broadband Genie offer via Moneysavingexpert. I've repeatedly asked Vodafone to pinpoint where I was informed of these terms and they can't. All they said was 'talk to Broadband Genie' but in my opinion my contract isn't with Broadband Genie, it's with Vodafone. And they didn't make me aware of any further financial cost or condition.

Also it isn't just an increase in line with inflation; it's an increase to their profits too.

Vodafone won't release me. I'm basically headed into debt, especially with everything else that's increased recently. Is there anything I can do? It all feels wrong and I feel powerless to stand up for myself.

Any help appreciated, thanks.

Penguin_

You might be better looking at your overall spending if you're struggling with the increase of one bill.

Mary_Faerie

Your reply presumes I haven't and is unhelpful.

Thrugelmir

Mary_Faerie said:

Also it isn't just an increase in line with inflation; it's an increase to their profits too.

Cost inflation is impacting businessess as well as consumers. Over committing yourself isn't grounds for complaint. 

QrizB

Mary_Faerie said:

Hi does anyone have any advice please? I'm less than half way through a 2 year contract and Vodafone are increasing my monthly broadband fee.

An annual increase of CPI+3.9% will have been in your T&C when you signed up. You will have been asked to accept the T&C at that time.

https://www.vodafone.co.uk/pricechanges

Also it isn't just an increase in line with inflation; it's an increase to their profits too.

This is what you agreed to.

I originally bought through a Broadband Genie offer via Moneysavingexpert.

Annual price increases are flagged on the MSE BB deals page here. I can't say they were definitely shown when you signed up but they were when I switched to Vodafone in late summer last year.
And the article dates from November 2020.

Vodafone won't release me.

You have a contract with them. They are supplying the service, you agreed to pay for it. Why would they release you?

I'm basically headed into debt, especially with everything else that's increased recently. Is there anything I can do?

As already stated:

Penguin_ said:

You might be better looking at your overall spending if you're struggling with the increase of one bill.

For a basic package, the Vodafone increase is £2-3 a month. If your budget can't stand 10p/day you clearly have bigger issues to deal with.

I can't see you having posted on any of the MSE debt management forums; you might want to try those?

Mary_Faerie

The issue is that I need to be informed of what I'm committing to. Particualrly concerning financial obligations. So I can make informed calculations and therefore decisions.

It is not ok to fail to give a customer information about additional costs further down the line.

Should I take a contract and then struggle that is my responsibility = no complaint.

Should the price be increaced part way through without me being aware of that increase from the start the responsibility is with the seller = complaint and help saught.

I'm a single mum who's self employed business was decimated by covid and might be facing it's death knell. I'm ploughing all the savings I have into retraining for a new career but I don't have enough at the present time. I'm gratefully receiving benefit help but I'm in difficulty, trying to maintain and revive the business I have on this income, to survive until I can begin my new role. Everything I have is threadbare and I turned our heating off months ago. I'm doing everything I can to get myself and my little one back onto solid ground but it isn't easy. So yes, £2 a month at this stage is a consideration - ebery pound is a consideration. So I need to be informed if I will suddenly be charged greater fees without prior knowledge.

So to anyone else thinking of having a pop at me without offering any help, please refrain.

macman

You've already told us that you didn't read the t and c's, which come with any mobile contract. Many mobile contracts are not fixed price, and with high inflation rampant, they are imposing the maximum annual increases as allowed under the contract, (CPI+3.9%). 
Your situation is regrettable, but you have no grounds for a complaint, or to void the contract without penalty.
People are not 'having a pop at you', they are simply explaining the reality of the situation, which you do not seem to want to hear.

400ixl

Unfortunately it is usually pretty clear as part of the conditions. For example, if you go to the Vodafone site and select a tariff they highlight the terms isolated out on their own as:

Please note, your monthly bill will increase by £3 a month after your initial 24 month contract.

*Each April, your monthly plan charge will increase by an amount equal to the Consumer Price Index rate published by the Office for National Statistics in January (CPI rate) plus an additional 3.9% on top of the CPI rate. We will apply that CPI rate plus 3.9% adjustment from your April bill. In the event that the CPI rate is negative, this will be ignored but the additional 3.9% will still apply.

This means it is unlikely they will reverse this or release you from your contract. A couple of things to consider, what broadband package are you on? Is it the Superfast 1 or 2 and does it have any extras? You may be able to drop down to the lowest level (e.g.Superfast 1 basic is £3pm cheaper then Superfast 2 with a speed of 34Mb which is still fast enough for most households).

Another thought is if you are on benefits to see whether you can get any sort of discount for the social tariffs. Not sure if Vodafone do them, but the likes of BT, Sky, Virgin etc do.

Last thought is maybe speak to the likes of Sky, they sometimes buy people out of their existing contracts to get them to switch and you may be able to get a cheaper monthly payment that way.

Pretty much all of the providers do the yearly rise, so that is something to consider. There are some who don't (TalkTalk may be one, but I wouldn't touch them personally, but maybe needs must in your case).

Good luck, please read the conditions in the future so you are aware of any increases as they are common on many utilities these days.

matelodave

It's a bit of a tough lesson but you must read and understand the T&C's before you take out a contract, don't just look at the headline features or special offers etc.

As said above most of the broadband suppliers are doing it CPI +3.9%) and even if you find one that doesn't you'll have to pay an early termination fee to leave Vodafone which would be a pretty hefty lump sum.

Neil_Jones

Mary_Faerie said:

The issue is that I need to be informed of what I'm committing to. Particualrly concerning financial obligations. So I can make informed calculations and therefore decisions.

It is not ok to fail to give a customer information about additional costs further down the line.

Should I take a contract and then struggle that is my responsibility = no complaint.

Should the price be increaced part way through without me being aware of that increase from the start the responsibility is with the seller = complaint and help saught.

You were informed when you signed up that prices will increase by CPI+3.9% every April.  If you didn't read it, that's (with all due respect) your own fault.  It's not a state secret.  Most providers are now doing this.  The amount of the raise they wouldn't have known until January, but the raise was clearly documented.

Sorry.  If you want to hear the "go here and do this, that and the other it will solve all your issues with Vodafone" thing, then I'm sorry to say you're on the wrong forum.

elsien

If you signed up by phone, the price increase is part of their spiel that that they are obliged to read out and which you have to agree to.