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-   Nokia N900 (https://talk.maemo.org/forumdisplay.php?f=44)
-   -   Attention all N900 Vodafone users in the UK! (https://talk.maemo.org/showthread.php?t=52109)

TommiTMX 2010-05-11 21:58
Re: Attention all N900 Vodafone users in the UK!
 
Quote:
Originally Posted by UNderworld (Post 653929)
Dear Mr xxxxxxx

Guy Laurence has passed your email to me as I am responsible for investigating matters raised with him.

Firstly let me offer my apologies for the experience you have had, whilst trying to obtain some clarity on this matter. I can assure you that this will be addressed internally.

Last week we sent an incorrect test message in error to a small number of customers informing them that they are coming up to the top end of the bundle and they would be charged if they went over. This has caused some confusion so we want to set the record straight and clarify what we're doing.



We are launching a free service on June 1st by alerting those customers who consistently use more than their data allowance. This alert will say we will review your spend and if you continue to use more data than your allowance consistently over the coming months, we'll contact you to have a chat about your usage and offer an alternative data plan to avoid incurring out of bundle charges. That means you will be able to manage your usage more effectively. We're also giving clarity to what these data rates are, for out of bundle charges.



Given you are already reaching your allowance and in some cases are over, from June 1st, you will start to receive an alert to say you've gone over your allowance. We will be tracking your usage, and in the following months if your usage continues to be over your data allowance, we will contact you to discuss alternatives (including for example, upgrading to one of our mobile broadband plans) and that you could incur charges.



As you know we have a Fair Usage Policy and for the vast majority of customers, they do not use more than their data allowance. This Fair Usage Policy has always formed part of your price plan Terms and Conditions and due to this we are not in a position to allow you to cancel your contract without penalty



I trust this clarifies Vodafone's position.



Kind regards
The wording on that seems different than previously announced.

This guy is saying that if you consistently go over the 500MB soft-limit they will start charging the £5 per 500MB where as in previous posts (on their Forums by representatives) they say that it will be in effect for everyone who goes over 500MB.

Wonder who is telling the truth.

mr_bridger 2010-05-12 06:42
Re: Attention all N900 Vodafone users in the UK!
 
Grrrr... this is doing my head in. if 97% of users dont go near the 500mb limit. what is the problem with the other 3% using a bit more....?

in another way to look at it..... what if everyone used exacly 500mb? that would really feck up their bandwidth.... other networks dont have a problem with it, why voda?

sajman 2010-05-12 08:00
Re: Attention all N900 Vodafone users in the UK!
 
I just rang vodafone to confirm my data usage so far this month, 346mb since the 20th of april and last 48 hours missing. (10 days left)

He told me to be careful of the 500mb limit. Yes LIMIT....

I asked how much i will get charged to go over my 500mb fup softcap and he said it would cost 1£ per MB

seriously... are they on crack.

At first it was 5£ for an extra 500mb, or is it the texts i received in error....

40506: You are reacing the end of your data allowance. You will be charged another £0.50 (inc VAT) for the next 5mb. We will nofify you again before you reach the next charging point. To stop these messages test STOP to 40506. keep tract of internet charges with Vodafone. SENT may@15:42

I received this 4 times in one day and i wasn't even using the phone.....

then i got the apology...

"vodafone: we sent a test in error re. out of bundle charges. Very sorry, please be assured you have not been charged. For more info. Click free http://live.vodafone.com/zr/sa1"


i told the mofo i need clarification on the policy as there was nothing on the contract about charges or my limit on the contract and emails Vodafone sent me when i signed up online for this phone. he told me to go to Vodafone.co.uk and look for the help section. Told him i will be rining back once i have my contract, terms and conditions in-front of me.

Neegs 2010-05-12 08:25
Re: Attention all N900 Vodafone users in the UK!
 
im still going to try my best to get out of this. I really dont like Vodafone any more and i have only been with them 3 months!

First i find out im not on the latest firmware and now this, its a complete joke.

sajman 2010-05-12 08:35
Re: Attention all N900 Vodafone users in the UK!
 
Posted Today, 08:18 AM
Hi sajman,

I'm sorry for the information you were given over the phone. Confirmation of exactly what's happening can be found here.

I know it's frustrating for you to get different and unclear information when contacting us, and to combat this we're doing all we can to spread the correct information as quickly as possible.


Reply from eforum mod

also rang them again and was quoted 50p per 25mb....

kevinm2k 2010-05-12 08:44
Re: Attention all N900 Vodafone users in the UK!
 
Im still confused...

I have used the following data:

Jan - 1.1gb
Feb - 1.2gb
Mar - 1.1gb
Apr - 670mb

I use my device normally and I haven't been charged anything for going over the FUP so far, (I don't know what i've used so far in May)

so lets say this trend continues, so:

May - 1.1gb
June - 1.2gb
July - 1.3gb

Will by bill go up or not???

Neegs 2010-05-12 09:16
Re: Attention all N900 Vodafone users in the UK!
 
Vodafail that made me chuckle

sajman 2010-05-12 09:44
Re: Attention all N900 Vodafone users in the UK!
 
Quote:
Originally Posted by kevinm2k (Post 654782)
Im still confused...

I have used the following data:

Jan - 1.1gb
Feb - 1.2gb
Mar - 1.1gb
Apr - 670mb

I use my device normally and I haven't been charged anything for going over the FUP so far, (I don't know what i've used so far in May)

so lets say this trend continues, so:

May - 1.1gb
June - 1.2gb
July - 1.3gb

Will by bill go up or not???
technically yes, 50p per 25mb a day. you do the math.

but this hasnt been officially released yet, just an official person releasing info on eforums about pricing structures. They never enforced these charges before so why start now? they are increasig your bill by over 10% so you have rights. read your terms and conditions....

adamFsmith 2010-05-12 09:46
Re: Attention all N900 Vodafone users in the UK!
 
I sent my letter of cancellation yesterday. I've told them straight that i'm going to cancel my direct debit immediately after this month's payment is withdrawn.
Fingers crossed...

matts76 2010-05-12 09:53
Re: Attention all N900 Vodafone users in the UK!
 
Quote:
Originally Posted by adamFsmith (Post 654899)
I sent my letter of cancellation yesterday. I've told them straight that i'm going to cancel my direct debit immediately after this month's payment is withdrawn.
Fingers crossed...
Too early, they haven't made any changes yet, so how can you quote them in a cancelation letter, if you cancel your direct debit you wont have a leg to stand on.

kevinm2k 2010-05-12 09:56
Re: Attention all N900 Vodafone users in the UK!
 
Quote:
Originally Posted by sajman (Post 654897)
technically yes, 50p per 25mb a day. you do the math.

but this hasnt been officially released yet, just an official person releasing info on eforums about pricing structures. They never enforced these charges before so why start now? they are increasig your bill by over 10% so you have rights. read your terms and conditions....
This is what i'm trying to work out, seems they are trying to confuse people so that they can slip this in, another guy has pretty much asked the same question on the forum along with whether he can cancel without any charge, see what they to this.

If its good news, my cancellation letter will be going in tomorrow!!!

Its a pity, I actually quite like voda I always have strong signal, but my bill will be huge if they bring this in and it isn't good enough.

mr_bridger 2010-05-12 10:02
Re: Attention all N900 Vodafone users in the UK!
 
I bet Lewis and Jenson wont be getting text messages if they go over useage!!!!

matts76 2010-05-12 10:03
Re: Attention all N900 Vodafone users in the UK!
 
Please guys dont send any letters until they announce the changes, the proposed changes are the the reason we may be able to cancel, but until they are officialy announced we have absolutely no right to cancel

elepedus 2010-05-12 10:13
Re: Attention all N900 Vodafone users in the UK!
 
I'm struggling to understand what people are still getting worked up about. They had a 'bright idea', the users said 'no' and they've gone back and re-evaluated their options. Now their new proposal is much closer to the initial agrement. AFAIK, they have always reserved the right to introduce charges if you regularly go over your 'fair use' policy.

I, for one, welcome the introduction of charges for people who regularly go over the FUP limit by more than 50%. It is clear to me, from reading through this thread and others, that there are people who abuse the system and directly impact upon everyone else's ability to use the network. I don't think I should struggle to watch youtube OTA because the guy next to me is torrenting 40 gigs worth of films. Hopefully, the introduction of charges for people who persistently breach their FUP will result in a better service for everyone else.

Now, I'm not saying that the FUP is necessarily right in setting the limit at 500mb. I would like to see it rise to at least 1gb. However, 10/20/30 or even 40! gb is just outrageous.

It might be easier for vodafone to drop the whole 'unlimited' moniker and just go to tiered tariffs with some leeway.

sajman 2010-05-12 10:22
Re: Attention all N900 Vodafone users in the UK!
 
Quote:
Originally Posted by elepedus (Post 654933)
I'm struggling to understand what people are still getting worked up about. They had a 'bright idea', the users said 'no' and they've gone back and re-evaluated their options. Now their new proposal is much closer to the initial agrement. AFAIK, they have always reserved the right to introduce charges if you regularly go over your 'fair use' policy.

I, for one, welcome the introduction of charges for people who regularly go over the FUP limit by more than 50%. It is clear to me, from reading through this thread and others, that there are people who abuse the system and directly impact upon everyone else's ability to use the network. I don't think I should struggle to watch youtube OTA because the guy next to me is torrenting 40 gigs worth of films. Hopefully, the introduction of charges for people who persistently breach their FUP will result in a better service for everyone else.

Now, I'm not saying that the FUP is necessarily right in setting the limit at 500mb. I would like to see it rise to at least 1gb. However, 10/20/30 or even 40! gb is just outrageous.

It might be easier for vodafone to drop the whole 'unlimited' moniker and just go to tiered tariffs with some leeway.
they are saying theyh will charge people who go over thier limit by just 1mb. for example i could run up a data usage of say 530mb but the last 30mb i totted up over 7 days, i would get charged 50p a day.....

dont seem very fair when ive used 550 one month, 120 the next and 530 the next. im a very moderate user in real terms but still getting punished

adamFsmith 2010-05-12 10:24
Re: Attention all N900 Vodafone users in the UK!
 
Quote:
Originally Posted by matts76 (Post 654911)
Too early, they haven't made any changes yet, so how can you quote them in a cancelation letter, if you cancel your direct debit you wont have a leg to stand on.
I quoted the changes they described on their forum, and naturally I won't bother canceling if they change their plans.

elepedus 2010-05-12 12:19
Re: Attention all N900 Vodafone users in the UK!
 
Quote:
Originally Posted by sajman (Post 654946)
they are saying theyh will charge people who go over thier limit by just 1mb. for example i could run up a data usage of say 530mb but the last 30mb i totted up over 7 days, i would get charged 50p a day.....

dont seem very fair when ive used 550 one month, 120 the next and 530 the next. im a very moderate user in real terms but still getting punished
Unless I am very much mistaken, they have backtracked and are now saying that the FUP will stay and people will not get charged for going over the 500mb occasionally or by a few megs.

They are now suggesting that people who are consistently over the 500mb FUP will receive texts informing them of the fact and they might be encouraged to move to one of the 'mobile broadband' packages or curb their usage. If they don't change package or curb their usage vodafone is saying they reserve the right to charge them.

I think this is a good thing, provided they are reasonable about it, however, I do think they need to change the limit and/or drop the 'unlimited ' part of the product name.

sajman 2010-05-12 13:05
Re: Attention all N900 Vodafone users in the UK!
 
that is true, but when i have spoken to vf customer service staff they have told me i will get charged for going over the limit set out.

matts76 2010-05-12 13:18
Re: Attention all N900 Vodafone users in the UK!
 
Quote:
Originally Posted by elepedus (Post 655103)
Unless I am very much mistaken, they have backtracked and are now saying that the FUP will stay and people will not get charged for going over the 500mb occasionally or by a few megs.

They are now suggesting that people who are consistently over the 500mb FUP will receive texts informing them of the fact and they might be encouraged to move to one of the 'mobile broadband' packages or curb their usage. If they don't change package or curb their usage vodafone is saying they reserve the right to charge them.

I think this is a good thing, provided they are reasonable about it, however, I do think they need to change the limit and/or drop the 'unlimited ' part of the product name.
They are just trying to confuse the issue, the last statement is saying things will stay the way they are now. But if thats the case then why do they need to send us any notification giving 14 days notice.
Best thing i think is to wait for the notification and see what it actualy says,
But i'd be willing to bet that there will be a change to our T&C's otherwise they wouldn't need to say anything at all.

kevinm2k 2010-05-12 13:18
Re: Attention all N900 Vodafone users in the UK!
 
IF you are charged, you can cancel ... but we have to wait for the text confirming this to come through.

adamFsmith 2010-05-12 17:44
Re: Attention all N900 Vodafone users in the UK!
 
Vodafone have now stopped using the word "Unlimited" to describe their data bundles. All their bundles are now described as "500mb" or 1gb".

Progress!
Doesn't affect us, but should stop future generations from being similarly shafted.

baron von bubba 2010-05-13 09:49
Re: Attention all N900 Vodafone users in the UK!
 
maybe i'm a bit naive but if this is brought in i personally will just stop the payments, regardless of whether vodafone say this is ok or not.
cant see them pursuing the matter thro the courts.......

elepedus 2010-05-13 10:21
Re: Attention all N900 Vodafone users in the UK!
 
Quote:
Originally Posted by baron von bubba (Post 656584)
maybe i'm a bit naive but if this is brought in i personally will just stop the payments, regardless of whether vodafone say this is ok or not.
cant see them pursuing the matter thro the courts.......
You have to be careful with thing like that as it could affect your credit rating. Moreover, unless you register a dispute with them and work to resolve it, they are entitled to seek summary judgement and get bailiffs involved without lengthy court proceedings. I think.

Neegs 2010-05-13 12:05
Re: Attention all N900 Vodafone users in the UK!
 
Quote:
Originally Posted by elepedus (Post 656615)
You have to be careful with thing like that as it could affect your credit rating. Moreover, unless you register a dispute with them and work to resolve it, they are entitled to seek summary judgement and get bailiffs involved without lengthy court proceedings. I think.
A friend of mine recently had a Mortgage refused due to a dispute over a phone bill. This can severely affect your credit rating. having any unsettled disputes on your record and banks will not go near you.

is anyone still following the Voda forum thread???

UNderworld 2010-05-14 11:56
Re: Attention all N900 Vodafone users in the UK!
 
any1 received sms yet?? i cnt follow the thread from where i left it...

sajman 2010-05-14 12:02
Re: Attention all N900 Vodafone users in the UK!
 
ive been keeping on top of it, basically the verdict is you have to wait for the text! i did receive this text today tho...

how does this text affect me?


"On 15 June data roaming prices are changing plus some countries will be moved into a different travel zone, for info, click free http://live.vodafone.com/zr/sa1"


I also had a conversation with a lady using the customer service live chat on vodafone....

info: Please wait while I transfer the chat to the appropriate group.
info: You are now connected with Anupama.
Anupama: Hello, you're chatting with Anupama, one of Vodafone's online customer service specialists. May I take your name please?
You: stefan
Anupama: Hi Stefan, how can I help you?
You: its just a query regarding the changes of charges to do with my internet Fair usage policy. Currently i have not been charged for going over the general known limit of 500mb. But i have been made aware of changes in this policy. That vodafone will start charging. But as my contract i signed up for or my terms and conditions dont stipulate any exact charges pervious to this change, i am unsure whether vodafone are changing my terms and conditions.
Anupama: I'll be glad to help you with this..
Anupama: Stefan, could you help me with your mobile number please?
You: one moment
You: 07917 gagaga
Anupama: For security reasons, may I confirm the 1st and 2nd digit of your PIN
You:
You:
Anupama: Perfect..
You: i signed up online, and on the confirmation email it states
You: Your Price Plan: Your Plan comes with 1200 minutes and Unlimited Texts Your monthly line rental: £40.00 Your Extras: Mobile Inernet (Free), Unlimited landline calls (Free)
You: i have since added passport
Anupama: I'll explain you the changes that we've made to the mobile internet charges
You: So you confirm they are changes? or will be changes when they come into force on the 1st of june?
Anupama: Previously, we offer 500MB free data usage in mobile internet pack and if you exceed it then you would receive call from us and we would let you know whether you'd be charged for data usage or whether you've to moderate your data usage..
Anupama: However, from 1st June onwards, if you exceed your 500MB then you'll be charged £5 for another 500MB
Anupama: Stefan, I've checked your previous bills and see that your data usage is within the limit of 500MB so don't worry, this change will not affect you
You: On my terms and conditions it says:
You: 25. All Vodafone services offered free or under unlimited subscription are subject to our Fair Use Policy. If, in the reasonable opinion of Vodafone, your use is excessive, we may ask you to moderate your usage.
You: only excessive, not just over 500mb.
You: I know my usage is currently ok. But in the future i may want to use more than 500mb. And no where is it stated what excessive use is? So if im affected by these new charges then it is a change to my terms and conditions?
Anupama: As per the fair usage policy, the free internet pack has a cap of 500MB so if you exceed this limit then you'll be charged
Anupama: Stefan, there's no change in your terms and conditions as..
You: my first bill was not within the 500mb and i never got charged, and this month definitely wont be as i still have 7 days untill my data gets reset. And i have not been called during the first month and i doubt very much someone will ring me this month.
Anupama: As per the fair usage policy you had 500MB of free data usage and as per this either you had to moderate your usage or you were to be charged..
Anupama: It's just that we were not charging previously and we're implementing the charge..
You: so you are changing your procedures?
You: can you point me to the current charges?
You: even if you dont charge
Anupama: Sure, I can help you with the charges..
Anupama: In case if you exceed the 500MB of your data bundle then you'll be charged £5 and you'll get another 500MB free data usage.
You: I have one forum post, from Tom a vodafone moderator on eforums with the new charges. But not the current ones.
Anupama: However, once you reach your limit of 500MB, you'll receive an alert informing that you've reached your limit and if you use further then you'll be charged or you can choose to stop using your internet to avoid charges
You: Can you point me to where that is written within my terms and conditions or the email confirmation of my contract? Or even a webpage?
You: As i wasnt made aware of these charges when i took out my contract with vodafone
Anupama: Please give me a moment while I check that for you

GOOD TEN MINUTE WAIT HERE UNTILL SHE REPLIED

You: Thank you
You: I would happily forward you the email i received when i signed up for my contract, it contains terms and conditions and the information i provided above.
You: Your Price Plan: Your Plan comes with 1200 minutes and Unlimited Texts Your monthly line rental: £40.00 Your Extras: Mobile Inernet (Free), Unlimited landline calls (Free)
Anupama: I confirm that you're on the same price plan..
Anupama: I would suggest that you get back to us once the change has been applied so that we can see if the change has affected to you..
Anupama: The usage of June will be charged in your July bill so I request that you come to us when your July bill is generated..
Anupama: Only then we'll be able to confirm how the change has affected your bill
You: Well as you said, i will be charged for going over 500mb. So it will affect me. and 5£ is over 10% of my bill.
You: 7. Variation of Charges and Terms 7.1 We may change our Charges and/or introduce new Charges from time to time. If we increase our Charges, we will give you at least 14 days' notice. If we believe any change in our Charges will not disadvantage you, it may be included without notice. 7.2 We can make changes to or withdraw Services at any time and we can make changes to and/or introduce new terms to this Agreement at any time. We will give you at least 30 days notice of these changes if we do and you may have a right to end this Agreement under clause 11, if we do.
You: 11.2 c) we increase your Charges in the UK which have the effect of increasing your total call and usage charges (based upon your usage in the previous month) by more than 10% and you write to us before the increase takes effect; or
Anupama: Stefan, as I said if you use more than 500MB then anyways we were suppose to charge you as per the fair usage policy
You: suppose to, but didnt? You also said that you didnt charge before, but as of the 1st of june you will be charging.
You: I am confused to how vodafone can implement a change in charges but not give me 30days or even 14days notice. And the terms and conditions tell me to contact vodafone prior to these changes. But i havnt even been offically told of these changes. Ive had to snoop around forums to be made aware. I will leave this here. But can i request a transcript of this be sent to me email address as i will need it as a referance when i contact vodafone when and if i get charged. Or when i recieve an offical confimation of these changes.
Anupama: Yes, we're going to charge from 1st June onwards incase if you go above your 500MB and that's the reason we've informed you 14 days in advance as per clause 7a
Anupama: Certainly.. at the end of this chat session you'll get an option to receive the transcript of this chat through email
You: But i have not been officially told, and if you telling me makes it official then as per clause 11.2 c i can write to terminate my contract. Or can i come to some agreement about raising my data allowance to 1gb like the iphone
Anupama: We've informed you through texts messages and we informed about any changes that we implement through texts
Anupama: We also advertise through bill inserts and advertisements
You: I can say i have not been informed via text message, i recieved a text message about a week ago. actually, 4 the same day saying i was nearing my limit. But i wasnt, i then that same day received a message saying it was an error. Which has in turn made me aware of this whole mess.
You: What will make this an official change? and could you give me more of an idea when? It would be nice if you could send this confirmation to my phone?
Anupama: We have started sending messages if you have not yet received it you will shortly.
Anupama: It is effective 01st June.
You: Do you know which bill date this charge will affect me? my 20th may to 19th june, or 20th june to 19th july?
Anupama: I'll explain you..
Anupama: The change is effective from 1st June and we'll inform you when you go above your 500MB that you'll be charged from now on if you use internet
You: Ok say during my 20th may and 19th june billing period i will get a warning? will this be before i reach 500mb or after? Because your data is upto 72hours behind what im using? so you might think im near, ring me, then 72 hours later without me using the net i have gone over and ive been charged.
You: as there is no live data usage details, not on my online billing or using 44555
You: And i dont want to ring 191 twice a day
Anupama: Yes, you'll get a notification when you're nearing your 500MB
Anupama: This will be 100% accurate and you can take my word on that, Stefan.
You: I would love to talk to you about this the whole evening and get some definitive answers as you obviously have some sort of code of practice regarding these new charges and procedures. (that i the actual customer has no clue about) But my girlfriend is moaning at me to make some food! Can i have the option to send this to my email address please? Thank you ever so much, you have been superb in providing me with answers ive been looking for.
Anupama: You're welcome.. You can certainly contact us again whenever you've time and I would love you answer all your question..
Anupama: You'll get an option to send this chat transcript by email at the end of this chat
You: Thank you Anupama, You can end this chat when you please! Thanks again.
Anupama: I’d really appreciate if you could rate this chat service at the end of chat session. To get the form please click on the red 'Close' button at the top right of the window. It was a pleasure chatting with you.
Anupama: Once you close this chat, you'll get the option to get the email
Anupama: Have a wonderful evening :-)
info: The chat session has been closed by your Vodafone Representative.

TommiTMX 2010-05-14 13:19
Re: Attention all N900 Vodafone users in the UK!
 
Quote:
Originally Posted by sajman (Post 658209)
ive been keeping on top of it, basically the verdict is you have to wait for the text! i did receive this text today tho...

how does this text affect me?


"On 15 June data roaming prices are changing plus some countries will be moved into a different travel zone, for info, click free http://live.vodafone.com/zr/sa1"


I also had a conversation with a lady using the customer service live chat on vodafone....

info: Please wait while I transfer the chat to the appropriate group.
info: You are now connected with Anupama.
Anupama: Hello, you're chatting with Anupama, one of Vodafone's online customer service specialists. May I take your name please?
You: stefan
Anupama: Hi Stefan, how can I help you?
You: its just a query regarding the changes of charges to do with my internet Fair usage policy. Currently i have not been charged for going over the general known limit of 500mb. But i have been made aware of changes in this policy. That vodafone will start charging. But as my contract i signed up for or my terms and conditions dont stipulate any exact charges pervious to this change, i am unsure whether vodafone are changing my terms and conditions.
Anupama: I'll be glad to help you with this..
Anupama: Stefan, could you help me with your mobile number please?
You: one moment
You: 07917 gagaga
Anupama: For security reasons, may I confirm the 1st and 2nd digit of your PIN
You:
You:
Anupama: Perfect..
You: i signed up online, and on the confirmation email it states
You: Your Price Plan: Your Plan comes with 1200 minutes and Unlimited Texts Your monthly line rental: £40.00 Your Extras: Mobile Inernet (Free), Unlimited landline calls (Free)
You: i have since added passport
Anupama: I'll explain you the changes that we've made to the mobile internet charges
You: So you confirm they are changes? or will be changes when they come into force on the 1st of june?
Anupama: Previously, we offer 500MB free data usage in mobile internet pack and if you exceed it then you would receive call from us and we would let you know whether you'd be charged for data usage or whether you've to moderate your data usage..
Anupama: However, from 1st June onwards, if you exceed your 500MB then you'll be charged £5 for another 500MB
Anupama: Stefan, I've checked your previous bills and see that your data usage is within the limit of 500MB so don't worry, this change will not affect you
You: On my terms and conditions it says:
You: 25. All Vodafone services offered free or under unlimited subscription are subject to our Fair Use Policy. If, in the reasonable opinion of Vodafone, your use is excessive, we may ask you to moderate your usage.
You: only excessive, not just over 500mb.
You: I know my usage is currently ok. But in the future i may want to use more than 500mb. And no where is it stated what excessive use is? So if im affected by these new charges then it is a change to my terms and conditions?
Anupama: As per the fair usage policy, the free internet pack has a cap of 500MB so if you exceed this limit then you'll be charged
Anupama: Stefan, there's no change in your terms and conditions as..
You: my first bill was not within the 500mb and i never got charged, and this month definitely wont be as i still have 7 days untill my data gets reset. And i have not been called during the first month and i doubt very much someone will ring me this month.
Anupama: As per the fair usage policy you had 500MB of free data usage and as per this either you had to moderate your usage or you were to be charged..
Anupama: It's just that we were not charging previously and we're implementing the charge..
You: so you are changing your procedures?
You: can you point me to the current charges?
You: even if you dont charge
Anupama: Sure, I can help you with the charges..
Anupama: In case if you exceed the 500MB of your data bundle then you'll be charged £5 and you'll get another 500MB free data usage.
You: I have one forum post, from Tom a vodafone moderator on eforums with the new charges. But not the current ones.
Anupama: However, once you reach your limit of 500MB, you'll receive an alert informing that you've reached your limit and if you use further then you'll be charged or you can choose to stop using your internet to avoid charges
You: Can you point me to where that is written within my terms and conditions or the email confirmation of my contract? Or even a webpage?
You: As i wasnt made aware of these charges when i took out my contract with vodafone
Anupama: Please give me a moment while I check that for you

GOOD TEN MINUTE WAIT HERE UNTILL SHE REPLIED

You: Thank you
You: I would happily forward you the email i received when i signed up for my contract, it contains terms and conditions and the information i provided above.
You: Your Price Plan: Your Plan comes with 1200 minutes and Unlimited Texts Your monthly line rental: £40.00 Your Extras: Mobile Inernet (Free), Unlimited landline calls (Free)
Anupama: I confirm that you're on the same price plan..
Anupama: I would suggest that you get back to us once the change has been applied so that we can see if the change has affected to you..
Anupama: The usage of June will be charged in your July bill so I request that you come to us when your July bill is generated..
Anupama: Only then we'll be able to confirm how the change has affected your bill
You: Well as you said, i will be charged for going over 500mb. So it will affect me. and 5£ is over 10% of my bill.
You: 7. Variation of Charges and Terms 7.1 We may change our Charges and/or introduce new Charges from time to time. If we increase our Charges, we will give you at least 14 days' notice. If we believe any change in our Charges will not disadvantage you, it may be included without notice. 7.2 We can make changes to or withdraw Services at any time and we can make changes to and/or introduce new terms to this Agreement at any time. We will give you at least 30 days notice of these changes if we do and you may have a right to end this Agreement under clause 11, if we do.
You: 11.2 c) we increase your Charges in the UK which have the effect of increasing your total call and usage charges (based upon your usage in the previous month) by more than 10% and you write to us before the increase takes effect; or
Anupama: Stefan, as I said if you use more than 500MB then anyways we were suppose to charge you as per the fair usage policy
You: suppose to, but didnt? You also said that you didnt charge before, but as of the 1st of june you will be charging.
You: I am confused to how vodafone can implement a change in charges but not give me 30days or even 14days notice. And the terms and conditions tell me to contact vodafone prior to these changes. But i havnt even been offically told of these changes. Ive had to snoop around forums to be made aware. I will leave this here. But can i request a transcript of this be sent to me email address as i will need it as a referance when i contact vodafone when and if i get charged. Or when i recieve an offical confimation of these changes.
Anupama: Yes, we're going to charge from 1st June onwards incase if you go above your 500MB and that's the reason we've informed you 14 days in advance as per clause 7a
Anupama: Certainly.. at the end of this chat session you'll get an option to receive the transcript of this chat through email
You: But i have not been officially told, and if you telling me makes it official then as per clause 11.2 c i can write to terminate my contract. Or can i come to some agreement about raising my data allowance to 1gb like the iphone
Anupama: We've informed you through texts messages and we informed about any changes that we implement through texts
Anupama: We also advertise through bill inserts and advertisements
You: I can say i have not been informed via text message, i recieved a text message about a week ago. actually, 4 the same day saying i was nearing my limit. But i wasnt, i then that same day received a message saying it was an error. Which has in turn made me aware of this whole mess.
You: What will make this an official change? and could you give me more of an idea when? It would be nice if you could send this confirmation to my phone?
Anupama: We have started sending messages if you have not yet received it you will shortly.
Anupama: It is effective 01st June.
You: Do you know which bill date this charge will affect me? my 20th may to 19th june, or 20th june to 19th july?
Anupama: I'll explain you..
Anupama: The change is effective from 1st June and we'll inform you when you go above your 500MB that you'll be charged from now on if you use internet
You: Ok say during my 20th may and 19th june billing period i will get a warning? will this be before i reach 500mb or after? Because your data is upto 72hours behind what im using? so you might think im near, ring me, then 72 hours later without me using the net i have gone over and ive been charged.
You: as there is no live data usage details, not on my online billing or using 44555
You: And i dont want to ring 191 twice a day
Anupama: Yes, you'll get a notification when you're nearing your 500MB
Anupama: This will be 100% accurate and you can take my word on that, Stefan.
You: I would love to talk to you about this the whole evening and get some definitive answers as you obviously have some sort of code of practice regarding these new charges and procedures. (that i the actual customer has no clue about) But my girlfriend is moaning at me to make some food! Can i have the option to send this to my email address please? Thank you ever so much, you have been superb in providing me with answers ive been looking for.
Anupama: You're welcome.. You can certainly contact us again whenever you've time and I would love you answer all your question..
Anupama: You'll get an option to send this chat transcript by email at the end of this chat
You: Thank you Anupama, You can end this chat when you please! Thanks again.
Anupama: I’d really appreciate if you could rate this chat service at the end of chat session. To get the form please click on the red 'Close' button at the top right of the window. It was a pleasure chatting with you.
Anupama: Once you close this chat, you'll get the option to get the email
Anupama: Have a wonderful evening :-)
info: The chat session has been closed by your Vodafone Representative.
Now I'm really confused, first they say that as of June the 1st they are chargin £5 per 500MB for everyone.

Then they change it to consistent users of 500MB will get the charge (basically back to the FUP).

And now she said it's back to the original -.-' I wish they'd make up their minds!

festivalnut 2010-05-14 13:28
Re: Attention all N900 Vodafone users in the UK!
 
has anyone approached the fact that vodafone sold them an INTERNET TABLET? call it semantics if you will but it seems very relevent in this situation!

Ashley 2010-05-14 16:09
Re: Attention all N900 Vodafone users in the UK!
 
I also received the following text from vodafone, the link takes you to vodafone corporate home page. Still can’t find any official statement on their website other than what is contained within the forums.

"On 15 June data roaming prices are changing plus some countries will be moved into a different travel zone, for info, click free http://live.vodafone.com/zr/sa1"

I'm still trying to figure out if this is the message informing us of the out of bundle charges except they have either a) delayed until the 15th June or b) realised that they do have to give 30 days notice and therefore moved to the 15th June?

Are we expecting a letter too... or just a single cryptic text message? I'm afraid that by the time we start to receive data usage warning messages, it will be too late to formally object.

tobylee 2010-05-15 03:28
Re: Attention all N900 Vodafone users in the UK!
 
What address are you guys sending the emails to?

UNderworld 2010-05-15 08:43
Re: Attention all N900 Vodafone users in the UK!
 
we have until tomorrow to receive the text IF this is going live on 1st june...... i received no text yet..

Snaps 2010-05-17 09:35
Re: Attention all N900 Vodafone users in the UK!
 
I have received absolutely no text about the changes. They have violated their contract terms, and I should be able to cancel the contract...

casper27 2010-05-17 09:45
Re: Attention all N900 Vodafone users in the UK!
 
No txt recieved here either. Very confusing either they are doing it or not. Vodafone need to give specific correct answers on this matter.

Snaps 2010-05-17 09:50
Re: Attention all N900 Vodafone users in the UK!
 
As far as I am concerned. If I dont receive a text by tomorrow, they have failed to notify me of the changes, both 14 days and 30 days. Therefore, I can cancel my contract without any cancellation fees, as stated in their own terms and conditions?

Its the 17th today, and the changes kick in 1st June, so they literally have 1 day to send me that text!

tomchiverton 2010-05-17 09:54
Re: Attention all N900 Vodafone users in the UK!
 
I've had no SMS from them either...

dj_steve 2010-05-17 10:00
Re: Attention all N900 Vodafone users in the UK!
 
i wouldn be surprised if voda try and wriggle their way out of this when they get a flood of users trying to cancel - surely their head finacal boffins would have the brainpower to work out how much money they are going to lose because of the sheer number of potential cancellations

matts76 2010-05-17 12:13
Re: Attention all N900 Vodafone users in the UK!
 
If we dont get a text by tomorrow then i think it means they wont be making any changes which after the backlash wouldn't supprise me at all.
But if they are going to make any changes they will send us text's, so simply put, no text=cant cancel, unless they do charge us after 1st of june at which point we will be able to cancel on the grounds that no notice was given. At the end of the day their b*stards but their not stupid if they make changes they will give notice.

mackan1 2010-05-17 14:14
Re: Attention all N900 Vodafone users in the UK!
 
the only txt i got from VF was on the 14/05/2010 saying "on 15 june data roaming prices are changing plus some countries will be moved in to diffrent travel zone. for info click free http:live.vodafone.com/zr/sa1"

is this the txt about the internet.

Snaps 2010-05-17 14:20
Re: Attention all N900 Vodafone users in the UK!
 
Nope it isnt

mackan1 2010-05-17 14:22
Re: Attention all N900 Vodafone users in the UK!
 
Quote:
Originally Posted by Snaps (Post 662488)
Nope it isnt
thanks
i did not think it was but just wanted to make sure as it said "data"


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