Vodafone cancelling service

danoriordan1402

I signed up for the "unlimited" broadband package about 4 months ago. Am on a 12 month contract and have just been notified by vodafone -

"In line with the terms of our contract with you, we will be cancelling your access to the Vodafone Mobile Broadband Service within the next 14 days. This is due to the adverse affect your usage is having on other network users. You can call us on 1907 to discuss other broadband options that may better suit your needs."

I do use p2p programs and my usage per month is approx 150 - 180g downloaded per month, which seems a lot ( I hadn't really been keeping an eye...)

I dont believe they have throttled my connection - and this is the first I have heard of a problem from them. I read in the Terms

"Customers who are on an unlimited tariff with respect to the Service are advised that Vodafone operates the following Fair Usage Policy for use of this tariff: It is important to Vodafone that all eligible Vodafone customers are able to access our services. Accordingly, we have devised a fair use policy which applies to the Service. Vodafone may rely on this fair use policy where your usage of the Service is excessive or unreasonable as detailed in this paragraph. Vodafone has developed the Service and the related tariffs by reference to average customer profiles and estimated customer usage of the Service (particularly the estimated volume and length of free calls likely to be made by users). If, at the absolute discretion of Vodafone, Vodafone is of the opinion, that your usage of the Service materially exceeds these estimated use pattern over any month, Vodafone may contact you to advise you that your usage exceeds its fair use policy. If the excessive usage continues after receipt of a request to desist from or alter the nature of such usage, Vodafone reserves the right to charge you for the excessive element of your usage at your price plan's standard rate or to suspend, at its absolute discretion, modify or restrict your use of the Service or to withdraw your access to the Service."

Im just wondering how best to approach this now with them.

dub45

How is it possible for them to waffle so much and leave the customer clueless about what they consider "fair"?

As I have pointed out before a contract is supposed to be an agreement between two parties. How can it be an "agreement" if one of the parties hasnt got a clue as to one of the esential parts of that contract i.e. what they can download and also if the so called "fair" part of things is decided by only one of the parties?


I suggest that you respond to them by referring them to Comreg's policy on so called unlimited products:

http://www.askcomreg.ie/home/my_service_provider_has_advertised_an_%22unlimited_package%22___what_does_this_mean_for_me.5.154.LE.asp

My Service Provider has advertised an "unlimited package" - what does this mean for me?

A number of telephone and broadband packages being offered are described as ‘unlimited’. In this context the word ‘unlimited’ would normally be taken to mean that a subscriber, having agreed to pay a set price, may make as many calls or spend as much time online as he or she wishes. However, some service contracts qualify the meaning of ‘unlimited’ by stating that it is subject to an ‘acceptable’ or ‘fair’ level of use by the subscriber. This is referred to as a “fair usage policy” in some advertising.

ComReg would like to advise consumers that any provision of a contract which sets usage thresholds, or describes what constitutes ‘fair’ or ‘acceptable’ use, should be clear and unambiguous, particularly where the service is described as being ‘unlimited’.

Usage thresholds or limits should be clearly set out, as should the manner in which they may be updated or amended.

ComReg expects each service provider to implement a clear, transparent and policy for dealing with customer usage above any set thresholds. The policy should set out the rules for contract termination, including penalties, the charges that shall apply for any use above the threshold/limit, and the policy regarding migration of the customer to other packages, if applicable.

Point out to Vodafone that they are clearly in breach of the paragraph above which requires them to set out the thresholds or limits.

Make a formal complaint to Comreg about Vodafone's waffle which I doubt even Mystic Meg would be able to figure out.

The sooner the better that Comreg the ASA and the NCA get together and ban "unlimited" products the better for all concerned.

Any company offering an unlimited product which is in any way qualified is selling a product with a cap and is therefore deliberately attempting to deceive both existing and potential customers. And communications such as the one you quote are simply reminders to customers of that deception.

Well 180GB.... :eek: :eek: How fast was your Vodafone connection :eek: :eek:
I have the unlimited data plan but my max usage on a Mobile Broadband connection would be 20GB - 40GB

smithcity

I just got the same notification;

danoriordan1402 wrote: »

"In line with the terms of our contract with you, we will be cancelling your access to the Vodafone Mobile Broadband Service within the next 14 days. This is due to the adverse affect your usage is having on other network users. You can call us on 1907 to discuss other broadband options that may better suit your needs."

I was downloading on average 20-50 gb per month with wildly varying speeds.
The annoying thing is that I spoke to a vodafone representative on Boards before I signed up for the "unlimited" broadband package and he assured me that this kind of thing would not happen.

It seems very unreasonable to me that this should happen without having first been contacted by vodafone to explain that they couldn't support such heavy downloading and asking me to reign it in a bit.

I raised the issue on the Vodafone forum so hopefully will get a response there
http://www.boards.ie/vbulletin/showthread.php?t=2055928789&page=5

Saruman

Vodafone have a complete inability to inform customers about terms of conditions as is obvious from their recent change of terms and conditions without informing a single customer. Apparently a notice on their own forums and a newspaper article is considered enough to inform customers and if a customer does not complain it is deemed as acceptance.

As a result, thousands of us discovered that our original "Download Only" limit is now a combined
"download and upload limit".

Preposterous company.

jor el

Last time I looked at Vodafone's T&Cs, it stated the fair use as 10GB. With usage of 200GB, and the penalty being in the order of €200 per GB, you could be doing a lot worse than being disconnected.

Saruman wrote:

Apparently a notice on their own forums and a newspaper article is considered enough to inform customers and if a customer does not complain it is deemed as acceptance.

Not just Vodafone; O2 and Three did the exact same thing recently. I would contest it with the company first, then Comreg, and then if they try to apply any kind of penalty or charge, tell them to take you to court for it. The issue of notification won't be fully resolved until either Comreg or a court of law make a full and unambiguous statement on it.

Comreg also needs to get off it's ass and stop the ISPs from making blatantly false statements about limited products being unlimited. For a mobile product, 10GB is actually quite fair, but they should not be able to call this unlimited. 150-250GB on a fixed line product is also quite fair, but again it should not be advertised as unlimited when there is in fact a hard cap on it.

jor el

jor el wrote: »

Last time I looked at Vodafone's T&Cs, it stated the fair use as 10GB. With usage of 200GB, and the penalty being in the order of €200 per GB, you could be doing a lot worse than being disconnected.



Not just Vodafone; O2 and Three did the exact same thing recently. I would contest it with the company first, then Comreg, and then if they try to apply any kind of penalty or charge, tell them to take you to court for it. The issue of notification won't be fully resolved until either Comreg or a court of law make a full and unambiguous statement on it.

Comreg also needs to get off it's ass and stop the ISPs from making blatantly false statements about limited products being unlimited. For a mobile product, 10GB is actually quite fair, but they should not be able to call this unlimited. 150-250GB on a fixed line product is also quite fair, but again it should not be advertised as unlimited when there is in fact a hard cap on it.

When they had the product up on the site with the terms and conditions it brought you to Vodafone Mobile Broadband unlimited data post 20/5/10 or something like that and no where in that article says anything about 10GB. Your right if you scroll up and read Vodafone Unlimited data but that applies to devices like blackberrys etc, I believe

Jelly 292

I just got the mail today.

In line with the terms of our contract with you, we will be cancelling your access to the Vodafone Mobile Broadband Service within the next 14 days. This is due to the adverse affect your usage is having on other network users. You can call us on 1907 to discuss other broadband options that may better suit your needs.

Ive been with the service for 4 months, downloaded between 40-60 GB a month.

No word, no warnings, just the above SMS telling me Im cut of in next 14 days.

Do I have a leg to stand on or what, they need to change name of thier product I think. Of course my month ahead direct debit went out today, the same day they said they will cut me of in 14. A$$holes. I thought it was an OK service untill this.

Jelly 292

Jelly 292 wrote: »

I just got the mail today.



Ive been with the service for 4 months, downloaded between 40-60 GB a month.

No word, no warnings, just the above SMS telling me Im cut of in next 14 days.

Do I have a leg to stand on or what, they need to change name of thier product I think. Of course my month ahead direct debit went out today, the same day they said they will cut me of in 14. A$$holes. I thought it was an OK service untill this.

Was the SMS on the device sim card?

Jelly 292

Was the SMS on the device sim card?

Yes

Jelly 292

Jelly 292 wrote: »

Yes

No death text for me yet.... - scared

Jelly 292

Does it seem that they have suddenly decided to cut 'heavy' users off, as we are all finding out we are being disco'd at the same time?

ingen

so they are canceling the contract? cool so now if you have the so called unlimited vodafone midband, and are tied into a contract, and if you want to cancel inside the contract period, just use it lots, and they will let you out of contract.

if i had the mobile midband, and got that text, the first thing id do, is cancel the DD in writing, to the bank and VF, and tell them you wish to pay by online banking / post office.... they are a nightmare to get money back from if they over / mis charge you...

ingen

Jelly 292 wrote: »

Does it seem that they have suddenly decided to cut 'heavy' users off, as we are all finding out we are being disco'd at the same time?

you are just finding out that it is not actually unlimited!

Jelly 292

Well I know its not unimited. 70GB not much.
The no contact or warning is the issue

Jelly 292

Well I rang Vodafone.

The CS guy was nice and understanding and agreed with me that this was a bit sudden. Was on hold for ages while he tried to sort it out.

Finally he cam back saying that the management say that once you receive this SMS, thats it, no going back, you are being booted.

The fact that I was given no warning at all is irrelevant to them apparently.

He said they had been throttling my for a while and did I notice? I said that the speed was so up and down normally it was hard to tell.

90GB was the most I did in one month apparently.

I was then offered to switch to pay as you go:eek:

I declined.

Im off to Comreg to lodge a complaint anyway, I dont want to be with them after this as its flagrant mis selling of a product.
At least they are not after €€€.

Many times the Voda reps here on Boards.ie said NO LIMIT.

Well, watch out, there is a very sudden, axe like limit.

Massive Thumbs down for these providers.

danoriordan1402

pretty much the same response for me as Jelly got - very disappointed. I will also be lodging a complaint for the sake of it.

ingen

this type of selling products like this misleadingly, needs to be stamped out..

the vodafone contract cannot be enforced, as both parties to the contract are not clear on what exact terms of the contract are..

you see vodafone has one idea ( that it does not disclose) and the customer has another.



totally disgusting way of doing business!!

i didnt get the bullet yet, should i still go to com reg

raymix

Got this SoD (SMS of Death lol) yesterday also
I live in very rural area in Navan, with crapload of trees around, i was barely getting half-a-meg DL and 10KBps up and 5k-20k ms ping to google, but if it was raining or snowing, that's it, connection kept losing. So in steady weather - 1 bar, raining - 0.

So, since i am a bit of tehnical side of things, i built my own 2.1Ghz Yagi out of household junk, drill a hole in USB stick, that has crc9 connection in it hidden (why?), anyway i hooked up my external antennae and put it up on roof perfectly aligned versus nearest 3G tower ~3km away (Using google earth, cuz trees in a way). I got 2 bars and steady 5mbps and 120ms, that was very soon throttled down to 1mbps, did not know that, tought its antenna design, so made new better one, got extra bar, steady 60ms everywhere, but still 1mbps up and down. Speeds are super high, i tested out even playing some FPS game with it with steady 90ms and no lag.... in ****hole i live in. About week later, now i got this message.

My guess is, they are working with very outdated technology and pretty much inexperienced tehnicians with certificate, but no knowledge or interest. Or just dont want to invest into gear to upgrade and keep customers satisfied.

For example Baltic countries are few of poorest in Europe, but they have highest standards in technology in whole world. For example - according to speedtest.net, Latvia have fastest internet in whole Europe with 100mbps to 1Gbps (not GBps!) inside country, cheap and accessible to Home users, not only businesses. Korea has the fastest internet in the world, and Latvia is second best in world. And not a single ISP does any limits there. Almost every town in that poor country have 10Mbps unlimited connection for miserable 30 Euros per month or less. Those guys are clogging up connections by using p2p non-stop all day long with TBs of bandwidth every month.

So how do ISPs handle that? Simple! Pipe going out of Latvia gives users max 5-10Mbps only, with restrictions, yes. But most, if not all p2p Bandwidth is handled inside country, because noone is bothered with slowpokes outside, instead sharing the files between each other with max speeds. Simple as that.

Also how comes that really small ISP in those poor countries can handle something so simple, that huge company like Vodafone can't?

Are Irish ISPs even trying for solution? Are they even bothered? Or all they want is to milk the money and do expensive ads claiming bullcrap? Any of them clever enough to do super fast internal network, so users are not clogging up pipes using bandwidth outside Ireland? No! Money first, customers later, don't like customer? boot him, who cares, theres fkin thousands more

shame

jor el

raymix wrote: »

My guess is, they are working with very outdated technology and pretty much inexperienced tehnicians with certificate, but no knowledge or interest. Or just dont want to invest into gear to upgrade and keep customers satisfied.

Are Irish ISPs even trying for solution? Are they even bothered? Or all they want is to milk the money and do expensive ads claiming bullcrap? Any of them clever enough to do super fast internal network, so users are not clogging up pipes using bandwidth outside Ireland?

It's a 3G mobile phone network, not quite outdated, but it was never intended to be used the way you want it to be. It is not, and never will be, broadband, or up to broadband requirements. There is nothing that Vodafone can do with their internal networks to change this, it's a technological limitation, and you have to accept that.

One user in a 3G cell, hogging the full speed, can cripple every single other user. This is why the bandwidth hogs are being kicked, they should never have been put on it in the first place. Vodafone vastly overstated and overestimated their capability by inventing this completely ridiculous unlimited package. It should never have happened, because it was never going to work. They were never going to have any choice but to kick people off, but they should not be selling this product at all.

William Powell

tbh I'm surprised the sh!t didn't hit the fan earlier

Its like saying you can have a quart but only giving you a pint pot to put it in, it just can't work.

wonderfulname

Fcuk... That SMS is coming my way soon, are there any options once it does?

0lddog

William Powell wrote: »

..........
Its like saying you can have a quart but only giving you a pint pot to put it in, it just can't work.

Hell, that no problem ! Its called data compression

Just remind me, when did ZIP.EXE make its debut

Jelly 292

wonderfulname wrote: »

Fcuk... That SMS is coming my way soon, are there any options once it does?

They would not even talk to me basically so I doubt it

Our man in Havana

wonderfulname wrote: »

Fcuk... That SMS is coming my way soon, are there any options once it does?

Go to another provider and behave yourself.

Jelly 292

Go to another provider and behave yourself.

Vodafone are the ones misbehaving

wonderfulname

Haddockman wrote: »

Go to another provider and behave yourself.

Get over yourself, I wouldn't mind if there was a stated limit, 50 say I might be able to keep to (there's two people using it by the way). In fact I'd even be happy to pay more for it.

The problem is I knew if I got this I'd use college software over it, I said just that to the guy in the shop. I asked him if there was any possible way I could break the terms of the contract - specifying that it was possible but unlikely for me to use 10GB in a single day. He said no, "unlimited means unlimited". I even asked about the fair usage policy (figuring if anyone would use it "unfairly" it would be me) and he laughed.

The morons asked for it.

bealtine

wonderfulname wrote: »

I asked him if there was any possible way I could break the terms of the contract - specifying that it was possible but unlikely for me to use 10GB in a single day. He said no, "unlimited means unlimited". I even asked about the fair usage policy

Sorry to burst your bubble but there's no such thing as "unlimited". This is the way it is no matter what some lackey in a store says.

Our man in Havana

There is no such thing as unlimited and there never has been.

wonderfulname

Its their point of sale, they should train people better.
In all fairness do you think I would have asked such questions if I thought "unlimited" was possible? I didn't, I just figured there wouldn't be enough people abusing it as much as I have for them to do anything.

Jelly 292

I quote from here

http://www.boards.ie/vbulletin/showthread.php?p=69492350#post69492350

Vodafone: Darren wrote: »

Hiya,
There's no fair usage cap, as was mentioned previously, any measures taken are based on network impact, not total traffic.
Downloading a large amount over a month will not result in any measures if it doesn't cause other users to experience degraded service.
For example, running a bunch of high volume torrents at peak times would impact others, doing so when the network is less active wouldn't.
In essence, as long as you consider whether other customers may also be using the service and confine high impact usage to other times, you'll be fine.
With regard to the requirement for a fair usage policy for an unlimited product, we don't have one, as there is no such threshold.
The terms of service for this product are based on negative network impact, not the amount you download or upload.

Vodafone: Darren wrote: »

Hi,
Once again, we need to clarify that there is NO fair usage cap.
I've asked the agent to confirm where this information came from, as it's incorrect.

This reads like they want it both ways. Ambivalent really is it not?
Considering the vagueness of above, they could at least have tried to contact us before giving us the chop, or do you think this is an OK way to do business?

Vodafone misled and its the punters fault?

watty

Complain about misleading advertising to ASAI and Comreg.

1) It's not Broadband
2) It's not remotely Unlimited

But 2 mins of research would tell you both of those.

bealtine

Jelly 292 wrote: »

This reads like they want it both ways. Ambivalent really is it not?
Considering the vagueness of above, they could at least have tried to contact us before giving us the chop, or do you think this is an OK way to do business?

Vodafone misled and its the punters fault?

In short yes. sorry to say, it's your fault.
While the advertising is extremely misleading and designed to be so it still means there is no such thing as unlimited.

The ASAI and Comreg were supposed to deal with this problem a long time ago but didn't bother doing anything.

IrelandOffline wrote about this :
http://irelandoffline.org/2010/06/when-is-unlimited-not-unlimited/

wonderfulname

watty wrote: »

Complain about misleading advertising to ASAI and Comreg.

1) It's not Broadband
2) It's not remotely Unlimited

But 2 mins of research would tell you both of those.

2 mins of research tells you there is a fair usage policy, when I took up the contract nobody was getting turfed off the plan over it and according to their staff never would. Its more than misleading advertising, salespeople are blatantly lying for the company, maybe not at the point that I bought in but I bet if I went down to vodafone in the morning posing as new blood they'd say the exact same thing.
I'd imagine they have already thought out the broadband thing and there are legalities behind the "mobile broadband" thing - sounds like broadband in your pocket, means internet on your mobile, or something like that anyway.

Jelly 292

But 2 mins of research would tell you both of those.

Well, being 100% honest here was my plan:

Download what I want and assume Id get a warning when VF thought that was to much. Now I know the limit.I wont exceed again.
Considering Napoleon : Total war alone was 23 GB along with other Steam games, 90GB is not much.

To me it sounds like they advertising "unlimited download, when our infrastructure can handle it. but we reserve the right to tell you when, by cutting you off"

This ,ha ha , you silly, u thought there was such a thing as unlimited internets is not the point so get of your horses and stop pointing fingers.

dub45

bealtine wrote: »

In short yes. sorry to say, it's your fault.
While the advertising is extremely misleading and designed to be so it still means there is no such thing as unlimited.

The ASAI and Comreg were supposed to deal with this problem a long time ago but didn't bother doing anything.

IrelandOffline wrote about this :
http://irelandoffline.org/2010/06/when-is-unlimited-not-unlimited/

Why exactly is it the customers' fault?

Vodafone are advertising unlimited products - unlimited has a specific meaning any qualification of it means they are selling a product with a cap.

Vodafone know the limits of mobile broadband they should not be selling products that their network cannot support. Comreg have a clear public policy on unlimited products which Vodafone come nowwhere near complying with. And no one could possible make out what their unlimited policy actually means. Its like something from Alice in Wonderland in that it means whatever they want it to mean at any particular time.

In short they are a disgrace.

How does Vodafone know it's impacting others. :rolleyes:

dub45

Deleted User wrote: »

How does Vodafone know it's impacting others. :rolleyes:

I think the more important question is "How is a customer supposed to know that they are impacting on others?"

dub45

dub45 wrote: »

I think the more important question is "How is a customer supposed to know that they are impacting on others?"

I mean if they are constantly viewing 1080P video during a day it could impact others but the statics are totally wrong, where I am I know less then 20 people use Vodafone Mobile Broadband BUT most of them have Vodafone cell phones as vodafone was one of the first mobile isp in my area but Data usage can't effect voice and or text THAT MUCH and most adults don't use that much internet on their phone as most teens are meteor hip. (Also adults with smartphones are probably on other networks e.g 02 IRL Got iPhone first.

raymix

i am only happy i got that SMS, was thinking on the best way to lie to break contract, apparently they did me favor, can't be any happier

So whats the reason we use this mobile bb? probably mobility and/or no additional phone line fees (me), so i am switching to UPC 15mbps, its like 10 euros more, but worth the service. Was doing a bit of research, saw very many people happy with their service

So, Voda: Up yours, you asked for it!

bealtine

dub45 wrote: »

Why exactly is it the customers' fault?

Vodafone are advertising unlimited products - unlimited has a specific meaning any qualification of it means they are selling a product with a cap.

Vodafone know the limits of mobile broadband they should not be selling products that their network cannot support. Comreg have a clear public policy on unlimited products which Vodafone come nowwhere near complying with. And no one could possible make out what their unlimited policy actually means. Its like something from Alice in Wonderland in that it means whatever they want it to mean at any particular time.

In short they are a disgrace.

agreed...

The point I was actually making is that consumers have no comeback against this misleading advertising.
Of course our regulator simply doesn't care.

Matt Bauer

Do Vodafone still sell this product?

Schorpio

Matt Bauer wrote: »

Do Vodafone still sell this product?

No. The €24.99 package now has a 15GB limit.

Honda08

Schorpio wrote: »

No. The €24.99 package now has a 15GB limit.

that was always the case. its the higher speed package 14.4mbps.

the unlimited package is gone from their site, so i can assume that they pulled that package..

Schorpio

No, that wasn't always the case.

They used to have 2 plans - one with a 10GB limit for €19.99 pm, and the other 'unlimited' plan for €24.99 pm.

It was when they started rolling out the higher speeds with their new modem that they replaced the 'unlimited' plan with this higher speed plan, which has the 15GB limit.

ie, the 'unlimited' plan existed before the higher speed plan.

ingen

Schorpio wrote: »

No, that wasn't always the case.

They used to have 2 plans - one with a 10GB limit for €19.99 pm, and the other 'unlimited' plan for €24.99 pm.

It was when they started rolling out the higher speeds with their new modem that they replaced the 'unlimited' plan with this higher speed plan, which has the 15GB limit.

ie, the 'unlimited' plan existed before the higher speed plan.

actually lads there was
:)
mobile broadband 10gb €19.99/ existing customers was €14.91(discounted 10gb)

unlimited mobile broadband launched at €24.99 then increased to €29.99

performance plus launched €24.99 15gb usage, 14.4 /21 speed.

k3y

The same cancellation happened to me this morning. Great thing is that I was paying for Unlimited broadband and the extra DataPlus add-on. It came as a total surprise in the middle of the morning, since was using the VF MiFi as a wireless AP, I don't know if I received a text message or not. They certainly didn't print anything on the Bill I received. Maybe if they did, I would have noticed it.
So it took about 15 minutes with the CS until I found out what happened, I resisted the temptation to swear at the guy, and was surprisingly calm, when I asked him how should I have know that I cross the threshold when a, there is no fair use limit in the contracts b, they never notified me in a proper way.
Sure I was transferring loads, but that's why I paid 45 euro a month! I didn't want a DSL line and UPC cable is not available here. So now I'm figuring out what would be the next thing.
Since my contract with them is now over, I promptly cancelled the DD on my bank account, just in case they try anything funny. We'll see if they do.
Also, I'm off to Comreg with a complaint, not that I think they'd do anything useful.

dub45

k3y wrote: »

The same cancellation happened to me this morning. Great thing is that I was paying for Unlimited broadband and the extra DataPlus add-on. It came as a total surprise in the middle of the morning, since was using the VF MiFi as a wireless AP, I don't know if I received a text message or not. They certainly didn't print anything on the Bill I received. Maybe if they did, I would have noticed it.
So it took about 15 minutes with the CS until I found out what happened, I resisted the temptation to swear at the guy, and was surprisingly calm, when I asked him how should I have know that I cross the threshold when a, there is no fair use limit in the contracts b, they never notified me in a proper way.
Sure I was transferring loads, but that's why I paid 45 euro a month! I didn't want a DSL line and UPC cable is not available here. So now I'm figuring out what would be the next thing.
Since my contract with them is now over, I promptly cancelled the DD on my bank account, just in case they try anything funny. We'll see if they do.
Also, I'm off to Comreg with a complaint, not that I think they'd do anything useful.

Cancelling a direct debit with your bank is the correct way to do it however due to the awfulness of the direct debit system there is no guarantee that any further direct debits wont be paid by your bank. The banks have no system to block cancelled direct debits from being paid. Disgraceful but true.

You should formally write to Vodafone and ask them to remove all your bank details from their system and ask them to confirm this in writing.

Their customer service is absolutely appalling.