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Rank 1: Guest
Posts: 5
Registered: ‎06-11-2012
Accepted Solution

Text and Web freebee

Hi - can someone answer my question below? The staff on Facebook keep trying to refer me to live chat and I have "experienced" that before. I don't need anyone to refer to my account - it has been corrected, compensated and a fault raised (allegedly). But I think the person I spoke to has given me incorrect information and so I am trying to get clarification. Copied and pasted post shown below:

Hello. I have a question. I have the text and Web freebee with 500mb data and so many texts as long as I top up at least £10 within that 30 days. I have had occasions where the bundle has not rolled over although I have complied by topping up the required amount and each time I have phoned and got the bundle reactivated and a promise that it will be investigated and it won't happen again.

It has happened again this month and I have had to wait up after a 12 hour night shift to wait for you to open at 0800 to phone and sort it out. The gentleman I spoke to has refunded the credit I wouldn't have used if it had been in place as well as extra data and texts - thanks for this. He has also raised it as a fault to find out why it keeps happening and apparently it won't happen again - we will see.

However he said that I have to top up when I get the text that the bundle is about to expire and that credit added during the month does not count. I do not feel this is correct as I know some months I have topped up £10 during the month and it has rolled over, also some months I have topped up £10 for two or more weeks and this has resulted in the additional texts for topping up an increased amount. In fact when the last bundle expired, I actually did what he said, ie i got the text saying the bundle would expire, I topped up the day before it expired, but it didn't roll over. A subsequent top up of £10 I made the following week did not reactivate it either. It was only during my night shift at about 0300 today that I checked my balance and realised the total was lower than it should be and that there were no data/texts remaining.

It is not always convenient for me to top up on a specific day due to my shifts and as I said, this has never been the case before, and credit added during the month has counted towards ensuring the bundle rolls over as it should do.

Please don't suggest a contract - I had one with you many years ago and it was a nightmare and reading the posts here, things have not improved. However I would be grateful if someone could clarify the conditions regarding when to top up and by how much as I don't think I have been given the correct advice. I have used this bundle for many years and have always been able to top up when I need to and have the bundle roll over as planned (except for a few occasions every so often where it appears to fail and I have to ring you).

I look forward to your reply. Thanks.
Message 1 of 7 (1,878 Views)

Accepted Solutions
Rank 44: Oracle III
Posts: 7,570
Registered: ‎20-08-2012

Re: Text and Web freebee

@woodstockthree You're right, you haven't got a Big Value Bundle! You have a Text and Web Freebee, which is now discontinued for new opt-ins, but continues to be available provided you don't opt out of it.

 

I also have had one for some long time, and it has been running fine, although I'm aware that a number of customers have the same problem as you describe.

 

There is no requirement at all to wait for the renewal reminder before topping up. I usually top up a day or two after the new one has activated, so that I don't forget to do it, and that always seems to have worked without problem.

 

However, I now have an odd occurrence. About half way through my last T&WF I topped up my account by £5 using PayPal, to discover how that worked.

 

Almost immediately I had a text informing me that my T&WF had started, and would be valid for 30 days, but there was no change to the expiry date showing on my account of the MyVodafone, and it expired on schedule. I hadn't actually topped up by £10 during the 30 days, so it didn't renew. But I did top up by £10 yesterday, and it hasn't renewed. Also, I see that mention of it has disappeared from my online account, where it used to show the date in 2013 when I last opted in.

 

So I rather fear that the inappropriate text following my £5 topup was actually an opt-out of some sort! When I have a long enough window of opportunity, I'll be contacting Live Chat for help in kick-starting it again. Fingers crossed!

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Message 4 of 7 (2,857 Views)

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Posts: 279
Topics: 4
Thanks: 59
Solutions: 2
Registered: ‎11-11-2016

Re: Text and Web freebee

Hi @woodstockthree,

 

After 30 days the Big Value Bundle can renew, however if there's not a minimum credit that matches the value of your current Big Value Bundle, this will not be available. 

 

You'd have seven days after the 30 days have passed to top up and renew the bundle.

 

However if you do have enough credit, you'll receive a text to confirm when your next bundle will be applied.

 

More information on this can be found in the Big Value Bundle Terms and Conditions.

Message 2 of 7 (1,616 Views)
Rank 1: Guest
Posts: 5
Registered: ‎06-11-2012

Re: Text and Web freebee

Hi Thanks for this. I'm not sure it's the big value bundle - it's the text and Web freebee. It's now been renewed anyway by the call centre and I've now managed to find the t's and c's specific to this product to have ready to quote when it fails again.
Message 3 of 7 (1,585 Views)
Rank 44: Oracle III
Posts: 7,570
Registered: ‎20-08-2012

Re: Text and Web freebee

@woodstockthree You're right, you haven't got a Big Value Bundle! You have a Text and Web Freebee, which is now discontinued for new opt-ins, but continues to be available provided you don't opt out of it.

 

I also have had one for some long time, and it has been running fine, although I'm aware that a number of customers have the same problem as you describe.

 

There is no requirement at all to wait for the renewal reminder before topping up. I usually top up a day or two after the new one has activated, so that I don't forget to do it, and that always seems to have worked without problem.

 

However, I now have an odd occurrence. About half way through my last T&WF I topped up my account by £5 using PayPal, to discover how that worked.

 

Almost immediately I had a text informing me that my T&WF had started, and would be valid for 30 days, but there was no change to the expiry date showing on my account of the MyVodafone, and it expired on schedule. I hadn't actually topped up by £10 during the 30 days, so it didn't renew. But I did top up by £10 yesterday, and it hasn't renewed. Also, I see that mention of it has disappeared from my online account, where it used to show the date in 2013 when I last opted in.

 

So I rather fear that the inappropriate text following my £5 topup was actually an opt-out of some sort! When I have a long enough window of opportunity, I'll be contacting Live Chat for help in kick-starting it again. Fingers crossed!

Message 4 of 7 (2,858 Views)
Rank 44: Oracle III
Posts: 7,570
Registered: ‎20-08-2012

Re: Text and Web freebee

Quick update: Live Chat sorted this out without any apparent difficulty, and my Text & Web Freebee is back up and running.

Message 5 of 7 (1,427 Views)
Rank 1: Guest
Posts: 5
Registered: ‎06-11-2012

Re: Text and Web freebee

Thanks annie_n.... I do fear that as it is discontinued for new customers, there is no appetite on Vodafone's part to resolve it and they would rather we moved onto something else. I know this will keep happening - it's ok for a few months and I keep an eye on it to make sure it renews.... then after a while I stop checking because it seems ok and then realise it's not renewed. But I now have the official t&c's to hit them with when it happens. Just a shame the staff on the facebook page couldn't have posted that document for me. Thanks again Annie_n
Message 6 of 7 (1,413 Views)
Rank 44: Oracle III
Posts: 7,570
Registered: ‎20-08-2012

Re: Text and Web freebee

@woodstockthree

 

I suspect it may be more a case of there only being a few problems each month from this, and therefore there's always a more pressing problem to be fixed.

 

I rather fear that, my freebee having got into difficulties, it may not run so smoothly in future, but we'll see.

 

The Live Chat agent must have opted me out and in again, to get things working. As a result, I got two emails, the second of which included some very useful wording - I knew there was a third band, but didn't remember the details. You may find the whole thing useful:

 

You've opted in to a Vodafone Text & Web Freebee on mobile number +4477xxxxxxxx. Now all you need to do is top up at least £10 to get free standard UK texts and internet – on top of your credit.

The more you top up, the more you get

  • £10 TopUp – 300 texts + 500MB of internet
  • £15 TopUp – 500 texts + 500MB of internet
  • £30 TopUp – 3000 texts + 500MB of internet

Your free allowance is valid for 30 days. If you top up again during the 30 days, you'll automatically get another allowance to use the following month.

To opt out, just call 4350 from your Vodafone mobile or log in to My Vodafone

 

 A.

Message 7 of 7 (1,402 Views)
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