WARNING! Vodafone Essentials Broadband Social Tariff

HHP

Hello Everybody,
Please be aware that Vodafone are not playing nice when it comes to their vulnerable customers.
We have had an instance with a friend who is on the Essentials broadband package (currently on their website at £20 per month for 12 months).
They applied in early April and their contract started on the 19th of April.
Whilst still within the 12 month contract, their Essentials discount was not applied to their bill for the 19th February to the 19th March, paid on the 31st of March.
Having phoned Vodafone, they were informed that since they applied on the 4th of April, their discount is due to expire on the 3rd of April this year. This does not explain the so called  ‘partial discount’ for the aforementioned month, and they were then informed that their bill for April will go up to £30. This is because, the call handler informed them, that the discount ONLY LASTS FOR A ONE OFF 12 MONTHS.  
Having consulted Vodafone’s website yesterday, it was interesting to note that in contradiction to the information the call handler was giving out, they allow you to continue with the Essentials package if a) you are still in receipt of one of the benefits listed and b) they are still running the essentials package - which they are. It also states that Vodafone will email you towards the end of the contract (which has yet to happen), and if you don’t contact them before your contract ends, the price will go up to £25 per month. 

The call handler vehemently defended the position of the company, with constant interruptions whilst others were speaking. It was not until BREACH OF CONTRACT was mentioned, that the call handler ended the call saying she “had spoken to the renewals department” and our friend could apply online again.
Ironically, in the application form, it asks if you are an existing customer!

MattMattMattUK

HHP said:

Hello Everybody,
Please be aware that Vodafone are not playing nice when it comes to their vulnerable customers.
We have had an instance with a friend who is on the Essentials broadband package (currently on their website at £20 per month for 12 months).
They applied in early April and their contract started on the 19th of April.
Whilst still within the 12 month contract, their Essentials discount was not applied to their bill for the 19th February to the 19th March, paid on the 31st of March.
Having phoned Vodafone, they were informed that since they applied on the 4th of April, their discount is due to expire on the 3rd of April this year. This does not explain the so called  ‘partial discount’ for the aforementioned month, and they were then informed that their bill for April will go up to £30. This is because, the call handler informed them, that the discount ONLY LASTS FOR A ONE OFF 12 MONTHS.  
Having consulted Vodafone’s website yesterday, it was interesting to note that in contradiction to the information the call handler was giving out, they allow you to continue with the Essentials package if a) you are still in receipt of one of the benefits listed and b) they are still running the essentials package - which they are. It also states that Vodafone will email you towards the end of the contract (which has yet to happen), and if you don’t contact them before your contract ends, the price will go up to £25 per month. 

The call handler vehemently defended the position of the company, with constant interruptions whilst others were speaking. It was not until BREACH OF CONTRACT was mentioned, that the call handler ended the call saying she “had spoken to the renewals department” and our friend could apply online again.
Ironically, in the application form, it asks if you are an existing customer!

Amongst all that hyperbole there seems to be two things, one, they are allowed to make people reapply every year, two, there is no breach of contract. 

HHP

I haven’t a problem with the process of reapplying, They haven’t followed their own guidelines. 

Can you help me understand how, if it states £20  a month for 12 months, (£30 with a £10 discount ), with no mid term price rises and they have not applied the discount for the 12 months, what or who is at fault for this mistake?

M25

Not sure what the problem is exactly.

You can't have it cheaper or free just what they offered.

Be grateful you're getting something off the full price.

MattMattMattUK

HHP said:

I haven’t a problem with the process of reapplying, They haven’t followed their own guidelines. 

They do not have "guidelines", they have a contract.

HHP said:

Can you help me understand how, if it states £20  a month for 12 months, (£30 with a £10 discount ), with no mid term price rises and they have not applied the discount for the 12 months, 

Without seeing all the bills I cannot be sure. However it does look like if someone already has a broadband contract with Vodafone then they will potentially apply the discount to either the application date or to the start of the billing cycle the application was made in, rather than starting it on the next one. You would need to go back and look at all the bills over the period and IF the discount has not been applied correctly then raise a complaint, which is the procedure to deal with these things.

HHP said:

what or who is at fault for this mistake?

Searching for someone to blame is never the way to go with these things, first, make sure you are correct, if you are then raise a complaint and they will sort it.

AndyPK

Don’t know how they got to 30£?

20+5+rpi

justmenow808080

My essential plan ended March 2025, automatically my bill increased to £30pm. I reapplied March, several times in April and again in May. NO ONE calls you back. I have called Vodafone and chatted online numerous times to be told "reapply".
Now, I've been told to take the 24 months plan at £23 for first 12 months,then it will increase. 

So, that's what I've done, hoping that one day the essential team will call me back and I will be refunded March, April and Mays £10 extra plus the £3pm difference until I get someone from essential to sort it.

VODAFONE HAS BEEN REALLY BAD ABOUT THIS!!!!

southone

Whan my social tariff was up for renewal I got an email advising that it was ending in that email there was a link to renew it, two or three clicks and it was done confirmation email was sent saying it had been extended I don't know whether this has changed but check your emails