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?

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

jewelly

I applied on 1st April and am yet to have a call from them. My current contract with another provider expires on 8th June as I gave notice to them thinking I had plenty of time to get up and running on Vodafone’s Essentials.

When I applied they emailed saying they would call within 5-7 working days. Looks like I will have to take out a contract with someone else. Very disappointed.

Does anyone have a contact number? I’ve used the chat facility and they don’t deal with Essentials queries.

AndyPK

First of all don't give your old supplier notice. Let vodafone do that for you, if you want continus internet access.

It's no good taking out a new contact elsewhere, as most will lock you in for 2 years at a high price. 

I would recommend you undo your cancellation, and that should mean you are on a monthly contract basically. 

If vodafone don't get you up and running in a says months time, they should pay you £6/day compo, (max. of 60 days) so hopefully this will eventually cover the old providers price hikes.  (you will only get the compo. after the vodafone service goes live, as a credit on your VF bill). 

If you don't currently have fibre into your house, the install could take 2-3 months in reality.

Try this number 01482 293823

jewelly

Thanks Andy. I rang them and have it all sorted now.

LouLou1974

I am not sure if I am happy to find this thread or not but after years of struggling and being on benefits I didn't realise there was even a social tariff option until a friend who has the same cancer as me told me about it.  I have applied twice this year and heard nothing.  I am struggling to pay £31.50 each month and every time I call or use webchat they basically offer me £15 credit etc but that is just a bandaid and I want to get a response from them about the social tariff.  Last time I called the guy promised a manager would call me in the next 24-48 hours, nothing!  I have since been in hospital for more surgery and quite honestly don't need the stress.  So now I have emailed CS and sent an old fashioned hard copy printed letter in the hope that someone has some compassion and actually takes notice.  The fact they don't have a team that deals with this specifically speaks volumes and to be honest if my original contract was finishing soon I would be leaving Vodafone, and I have been a loyal customer for over 20 years. It is crazy how bad this is.  When I cancelled my phone contract to move to their other subsidiary Voxi they kept trying to sell me different packages, honestly it was a joke, even to the point the last guy who was aptly called Jesus said he could work a miracle! I had to laugh but also I just kept saying NO I have been through all this.  They wanted to tie me in for another month so I called CS and they cancelled it immediately and gave me a credit on my account for the amount of time and stress to sort that out, so they are not the worst company and never had such issues before but honestly this whole broadband experience takes the biscuit!  Oh and because originally I took my number from a company I worked for my account was always under Business and that has added an extra layer to the complication of who I can and can't speak with!  God give me strength... as feels like he is the only one that can help now!