Vodoafone: No signal for 11 days now and told I can't cancel

[Lynnzer]

Peterlee is thwarted with an ongoing problem. The things I've heard is that someone stole something from the local transmitter mast, or the lines to it have been cut by workmen. Either way I haven't had a signal for around 11 days.

Now, when I upgraded my phone by calling their sales people I took particular notice that at no time was any contract mentioned, either in length or substance as far as terms and conditions apply. I didn't get anything to sign when I received the new mobile either.

Due to my need for communication accessibility I have now taken a Virgin SIM only contract to help me out. In the meantime I told Vodafone to send a PAC code or whatever it is. They tell me it'll cost around £190 to cancel the contract. Of course I know I didn't get any details of one, let alone agree to one. I'm happy enough to ignore payment demands for cancellation on this mobile number. However, I got another mobile for my wife which is definitely on a contract since it was bought in store. It has at least 16 months to run.

Given that the service just isn't available in this immediate area and that the phone is needed for business purposes where do I stand on cancelling this contract?
Vodafone says they'll only allow cancellation if there's a total outage countrywide but not just locally. To be honest I think this breaches the Unfair Terms in Consumer Contracts but would like an opinion on this.

Vodafone are entirely unable to say when the service will be corrected here so could take weeks. Or may be this afternoon. Whichever; I need to be able to be contactable on both phones for business purposes.

[Vodafone Company Rep]

Re: Vodoafone: No signal for 11 days now and told I can't cancel

Hi Lynnzer,

Thanks for making me aware of your concerns.

Having checked our eForum I can see that my colleagues are monitoring this situation and have promised to provide an update here once further news is available.

In the event that you'd like to discuss matters further you're welcome to email me with your details via the Contact us form here quoting the code WRT135 - Fao Lee in the subject line.

Kind regards,

Lee

Web Relations Team

Vodafone UK

[Hurricane Puffrose]

Re: Vodoafone: No signal for 11 days now and told I can't cancel

Rather than have you run about in different directions like Lee suggests, maybe I can be of help.

When you upgrade your contract it is an acceptance of a renewal of your contract. (No I don't work for Vodaphone but I do work in the mobile phone industry). Normally when you are made aware of your upgrade the following is said

"This is a samsung anyphone on a XX month contract,.XXX mins XXX texts XXX data, you can upgrade on 31st feb 2075, and if you need to downgrade you can do this after 9 months (or whatever their policy is).
Is that ok for you?"

If you say yes, this is a NEW CONTRACT!!

Where I work we ask for a place of birth as a verbal signature as you physically cannot sign a peice of paper over the phone, but when you accepted your phone, you had 14 days in which to return it and cancel the contract.

Now for the "Your going to hate me" part.

Vodaphone cannot be held responsible for having its equiptment stolen as this was not a failuire to provide a service, this was a criminal act against them.
They are quite right to say you are in contract and must pay termination charges, as they cannot forsee theft and OFCOM have agreed only a national outage will mean free disconnection, and only if it is over a prolonged time.
Sorry to be the bearer of bad news

[FlamingParrot]

Re: Vodoafone: No signal for 11 days now and told I can't cancel

Peterlee is thwarted with an ongoing problem. The things I've heard is that someone stole something from the local transmitter mast, or the lines to it have been cut by workmen. Either way I haven't had a signal for around 11 days.

Now, when I upgraded my phone by calling their sales people I took particular notice that at no time was any contract mentioned, either in length or substance as far as terms and conditions apply. I didn't get anything to sign when I received the new mobile either.

I had a similar experience a few years ago, when Vodafone confirmed the 'base' in my area wasn't working for whatever reason, this lasted around 10 days. What they did was offer me a refund, obviously not for the whole contract period because the fault was only temporary.