Vodafone Broadband Renewals - A Dire Tale

User2023

Before I start I must say that I have had 5 tears with Vodafone and after initial hiccups (BT Openreach, so Vodafone said).  I have had no problems since until this.

I write this after having several discussions with Vodafone about my renewal. 

Firstly a general complaint about what they are supposed to do 10 - 40 days before the renewal date by OFCOM
ie. when your contract ends;

    the price you’ve been paying until now, and what you’ll pay when your contract is up;

    any notice period for leaving your provider; and

    your provider’s best deals, including any prices only available to new customers.

    details of other contracts that are taken as part of a bundle, including the end dates of any commitment periods for those contracts .

This date was missed.

Secondly about prices quoted for the renewal. At first I used Vodafone's TOBI app and was quoted £22 for Superfast 2 at 49mb/s, this was around the effective prices quoted on comparison sites. Then I spoke to an agent after I received an email about price he quoted £26, I asked him about the £22 he said he would consult his manager but have heard nothing since. I then complained using Vodafone's complaints system and was sent an email with a url for the complaints web and a password. Using my email address and password I then tried to access the web portal and had the normal messages 'Invalid Username and Password'. 

I have now rung the complaints number and had two discussions after I was unintentionally cut off. I am unsure how these went and I was forced to cut the last one short as I had an appointment. I asked the agent to ring back but was told they could not ring me. I now received a text which said I would be contacted in a certain period of time, 40 minutes after that time I was contacted. A bit angry at this time I think the outcome was that my complaints would be investigated. I gave a time I expected these to be investigated, I will wait and see. 

To tell you the truth, I am quite willing to say blow it and go with another company.

What's everyones opinion?

datz

User2023 said:

To tell you the truth, I am quite willing to say blow it and go with another company.

What's everyones opinion?

You can't really force the company into giving you the deal you want. Do you even have any evidence of the deal their chatbot offered you? It may have been time-limited. Perhaps their retentions department might have more leeway to reach a compromise.

Given the time and effort you appear to have expended, I would just look elsewhere for your service (assuming you are outside of your minimum contract period). Don't just shop comparison sites, but check the various cashback options available to you on cashback sites (Quidco / Topcashback - including on their premium tiers).

User2023

Hi, thanks for reply. 

Contract ends next week so I could start the process today as there will be a lead time for everything to be set up.