Vodafone broadband terrible service - They wont cancel the bill - how to complain?

Lightspeeders

Hi,

I used to be with Vodafone broadband before I had to change to a different ISP due to their internet cutting out and rebooting the router litterly during every YouTube video for months all day every day.

I feel that as the internet was unusable because of this - and it would take at least 5 minutes to come back up every time and couldn't go more than 15 mins in the end without rebooting.

I checked my credit file and there is a Vodafone bill on it and they said I still owe them £70 - I disputed it on the call with a manager who then rang the tech support dept who said they were trying to resolve it and then I switched providers (I even informed him why - I was waiting the whole time I was with them - longer then my contract period and had constant problems - the cutting out every 15 mins went on for at least 4 months)

The tech support dept and the manager say the charges are valid and I still have to pay.

I am willing to go to court if i have to for breach of contract and will ask for all my logs from calls and chat when it was dropping out with a DPA request.

I feel this is totally unfair and they had an opportunity to do the right thing on the call but they have decided not to.

I refuse to pay for a service that was unusable for way more months than that £70 is worth.

How would I go about escalating this to the next step as it is also a debt on my credit rating at the moment as well which is also unfair.

I will have to go to the ombudsman in the end but I am hoping it gets resolved before then.

it was so bad for the last 4 months I was with them that it would cut out during the chat telling them I had a problem several times during it.


I honestly feel like id paid in a restaurant but got crumbs instead - crumbs of internet, not even cookies.

Neil_Jones

Get a copy of the bill(s) and see what the £70 is for before you do anything else.  Did you move in your minimum term?

As to being unfair the debt showing on your credit rating - well... you haven't paid so why are you expecting anything different to show up on there?

tightauldgit

As much as you may feel that you didn't get what you paid for you can't just unilaterally decide that you are terminating your contract and not paying what is owed. That's why you have a debt on your credit record.

You'll have to make a formal complaint disputing the bill providing your reasons why you believe you shouldn't have to pay and which part of the contract was breached. Put it in writing to the complaints team not online chat services.

onomatopoeia99

Did you ever make a formal complaint?  Not a whinge at technical support, I mean a written complaint to their complaints address?

Lightspeeders

I was way out of contract when I moved - it was for an outstanding bill - a bill that was issued when I had almost zero internet access - in fact it was the bare minimum to not be a complete disconnection under the auto compensation scheme - but it was barley above that to be fair.

They knew about the fault for months before I moved - there should be countless chat logs and phone logs of me ringing tech support during it all.

In the end I had to move ISP as the internet was un-usable for at least 3 months.

I spoke to a manager about it but their excuse is - well they were trying to resolve it and you then moved ISP - yeah - months later as it was never resolved - didn't even offer me a different router - and I even asked for one to try that.

I have not made a formal complaint yet - but I have never really done so before with a company - so I am not sure how to go about it.