Vodafone upgrade cancellation

NewkieBrown

I am with Vodafone and was sent an email to upgrade. I looked into it and it seemed like a great deal. I could upgrade my broadband from 150mb to 500mb for a monthly fee less than what I was already paying. Upon activating this deal I thought I would then check the information they'd sent me and realised that although the deal on the website looks like a reduction of £3 per month, it is fact not, as I get a £6 a month discount which I would then lose.

The website showed my current plan of £27 (not showing my discount of £6 on the upgrade page) and the new plan at £24, which I think at the very least is misleading.

I phoned Vodafone as soon as I realised my mistake, within an hour of the upgrade application (and well within the 14 day cooling off period).

I applied for the upgrade at 16:19 and rang them at 17:02

After being on hold for 18 minutes I got through to the appropriate team to be told that, as it is showing as "open" they cannot cancel the upgrade. I need to ring back on the activation day to ask for this. I asked if I could arrange a callback rather than wait 20 minutes and was again told no I'd just have to ring up. They did offer to put a note on my account when I ring so "hopefully" someone would read it when I rang and save me having to explain what I wanted but this does little to save any time as I still have to ring up and then get transferred.

Whilst I enjoy their broadband offer and it is a reasonable price, their customer service leaves a lot to be desired and is far from what I would expect of such a big company.

If I was a new customer I would leave completely as I feel that I've done my duty of notifying them and if the system doesn't allow it to be actioned at that point in time they should take responsibility to action it when it can be, not for me to have to ring up and explain it all again once it is "not open" for them to action when the 'system allows'.

Is this even legal? I have informed them I'd like to cancel the service yet they have said they cannot action my request. I need to make the request again at a time that is convenient for their systems to action

NewkieBrown

So, today, I have rang them and had to go through the cancellation all fresh. So the note didn't help, also when I mentioned I wanted to raise a complaint I was put through to the department which would deal with the cancellation of upgrade rather than anything to do with a "complaint".

I've raised this separately using the online complaint form as a means to try and address the issues above, which doesn't seem an efficient way of doing things but at least now I know it is formally logged

saajan_12

https://forums.moneysavingexpert.com/discussion/6652836/vodafone-upgrade-cancellation

I phoned Vodafone as soon as I realised my mistake, within an hour of the upgrade application (and well within the 14 day cooling off period).

..

Is this even legal? I have informed them I'd like to cancel the service yet they have said they cannot action my request. I need to make the request again at a time that is convenient for their systems to action

The question is do you have the right to cancel? Note the 14 day statutory right to cancel usually doesn't apply to upgrades, just to the initial contract. So unless their contract T&Cs say you can cancel, this isn't a right you have.

If no statutory right, they can impose whatever terms to a cancellation they want including having you call again.

JSmithy45AD

Your first and by far biggest mistake (as above, check the T&C's re. possible cancellation):-

"Upon activating this deal I thought I would then check the information they'd sent me"

NewkieBrown

I do have the right to cancel within 14 days as their T&C's stated. However, they said their system would not allow it until it went "live".

Loads0Moneyknot

I don’t know if this the right thread but I’ve just gone to switch my broadband to Vodaphone, after the Money Savings Expert said I could get a good package from them and ensuring I could by inputting my postcode on the MSE site. Then I input my email address to get the supposed £150 voucher (a totally different company to vodaphone) and was then directed to Vodaphone to complete my request. However, after inputting my address and phone number in that site Vodaphone tell me that I am unable to get broadband from them!!!

I am am so angry that the package that I was told my address could get I cannot! So not only did I give my email to a voucher company but also Vodaphone have my details and now cannot help me!

Why are things put on the MSE site and we make the necessary checks, only to find when we go to change they cannot supply! 😡