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Android

P20PRO wificalling

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3: Seeker

@ATrolley wrote:

@stewiebrown wrote:

@ATrolley

Seems to me  once they've taken your money signed you up to a 24 month contract they don't give a sh*te. The whole thing is a joke.


Well after a TWO HOUR live chat, I've now raised a complaint as my last email from support stated the following

 

We understand this has been a long running issue and currently Huawei do not support Wi-Fi calling on the Vodafone network if the phone as been purchased for any other source that Vodafone directly.

We are in discussion with Huawei to have this amended but at the moment we cannot provide an accurate timescale for this to be done.

 

Given that I need WiFi calling due to almost zero signal where I work, I can't keep this contract with the indefinite hope of a solution, but surprise surprise I'm obviously outside of my 30 day cooling off period. Even though the issue was brought up well inside that time. I will await the call from the complaints department with their solution as the quoted £414.50 early termination fee is a joke. 


Hope you get it sorted and I'd be interested to know the outcome. My reception probably isn't as bad as yours but I don't like paying for a service that I can't receive. Especially when the phone itself is perfectly capable of WiFi calling.

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4: Newbie

@stewiebrown wrote:

Good luck I'm going to start my complaint shortly. Maybe another option would be for VP to swap your hand set to a compatible build. As said previously why all the other network can get WiFi calling work on this build and VP can't is totally beond me. Keep us informed how you get on.


Sadly not possible as I requested that too

 

If you're outwith the 30-day cooling off period you may be subject to early termination fees if you want to cancel the contract.  Swapping the handset for one in store is not an option as this isn't a device you purchased from us.

 

I'll obviously keep all you guys updated with the outcome as none of us should have to accept this situation, the phone is WiFi calling enabled, we purchased a contract with WiFi calling with this phone being compatible. What was failed to be mentioned was that it had to be purchased direct.  Only now have they come forward and told us that part. 

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4: Newbie

Update, loged my complaint yesterday had a phone call at 8 am this morning even though I requested afternoon. Went  through everything I'd previously been asked to try, still no luck no suprised there. 😡😡Been told it's now been passed up the chain. What have vodafone been doing for the past two weeks?😫😫😫 Promised a call back Tuesday I feel this is going to go all the way to the regulator. As can't see vodafone resolving this!!! 

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Moderator

I'm glad to see your problem is being addressed to the best team @stewiebrown. Please let us know how you get on with this, we'll be happy to chase this up if you haven't heard back shortly. 

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4: Newbie

@stewiebrown wrote:

Update, loged my complaint yesterday had a phone call at 8 am this morning even though I requested afternoon. Went  through everything I'd previously been asked to try, still no luck no suprised there. 😡😡Been told it's now been passed up the chain. What have vodafone been doing for the past two weeks?😫😫😫 Promised a call back Tuesday I feel this is going to go all the way to the regulator. As can't see vodafone resolving this!!! 


Did you get your call back? 

 

Never got mine so called myself, Vodafone have agreed to cancel the remaining airtime. BUT claim they can't do so and that the phone needs returning to mobiles.co.uk (I paid £250 up front so unsure where I stand with this) and they need to make the request, they've put notes on my account etc.  So I call mobiles and they flatly refuse to cancel it even though I explain that VF are willing as a gesture of good will.  Mobiles claim I should have contacted them in the first instance and they would have confirmed that the WiFi calling was not funcitonal.  

 

So then I put a Tweet up and get even more confused by mobiles.co.uk response.  So I will attempt to contact them again today and see what's going on.  

I mean, are they allowing Vodafone to end the contract and it's all over or what?

 

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4: Newbie

I received a call yesterday from VF they have  escalated my complaint and I should hear in the next seven days. I cant see your Twitter post as its not showing.

 

 

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4: Newbie

@stewiebrown wrote:

I received a call yesterday from VF they have  escalated my complaint and I should hear in the next seven days. I cant see your Twitter post as its not showing.

 

 


Strange it's only now escalated 

 

https://twitter.com/DaveP2611/status/1004252303354941440

 

That's the latest from mobiles, saying they cannot authorise a return, but if Vodafone are happy to cancel the airtime then all well and good.  I'm awaiting confirmation regarding what happens with the handset. 

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4: Newbie

I never previously had a reply from the tech department, so logged a complaint they went  through the same old stuff last Saturday then had a call yesterday asking if the tech department had been in touch. I then ask for a deadlock letter as the issue has still not been relovsed. I  now have to wait the seven day for Vf to reslove or give me the letter to go to the regulator. 

From what CWP have said your should be able to get vf to let you out of your contact.

 

 

 

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4: Newbie

@stewiebrown wrote:

I never previously had a reply from the tech department, so logged a complaint they went  through the same old stuff last Saturday then had a call yesterday asking if the tech department had been in touch. I then ask for a deadlock letter as the issue has still not been relovsed. I  now have to wait the seven day for Vf to reslove or give me the letter to go to the regulator. 

From what CWP have said your should be able to get vf to let you out of your contact. 



 Ah right well hopefully you will get your resolution soon.  Yes from what has been said this morning it looks like CPW/Mobiles are happy for the cancellation to go ahead, I've DM'd Vodafone now with a link to the exchange this morning and with any luck that should be the end of it.  Looks like I will head back to Three as I know that WiFi calling works on this device (previously had a SIM) and also just got a great deal for the daughter so will ask them for another (£11 for 30GB/200 minutes/Unlimited texts, plus GoBinge (Unlimited Netflix, Apple Music etc) 

 

Spoke too soon

 

So mobiles will not accept the return of the device.  Therefor Vodafone will not cancel the contract for free (it's not my device so have to return it) and claim the only way out of it is a £415 ETF, fact of the matter is had they given correct information earlier I could have cancelled and returned the device within the cooling off period.  I'm now stuck with a device and contract that is of no use to me 8 hours a day 5 days a week unless I pay over £400.  Looks like I will be heading to the regulator too. 

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4: Newbie

Finally! 

 

Now for Vodafone to keep their end of the bargain...

 

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4: Newbie

Finally I can't see your link or photo hopefully you've got it sorted.😃

 

 

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Moderator

@ATrolley Thanks for the update, I understand you're now speaking with my colleagues via Twitter in regards to next steps. 

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4: Newbie

@Josh wrote:

@ATrolley Thanks for the update, I understand you're now speaking with my colleagues via Twitter in regards to next steps. 


Yes thank you Josh, I'm almost certain it's all resolved, I've had a cancellation email and text will keep an eye out for the final bill amount.  It's a shame it ended up like this as I fancied a change of providors but unfortunately without WiFi calling I couldn't really stay.  Maybe when I'm due a new phone I will look again but come direct rather than via a Third party. 
 

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4: Newbie

@ATrolley wrote:

@Josh wrote:

@ATrolley Thanks for the update, I understand you're now speaking with my colleagues via Twitter in regards to next steps. 


Yes thank you Josh, I'm almost certain it's all resolved, I've had a cancellation email and text will keep an eye out for the final bill amount.  It's a shame it ended up like this as I fancied a change of providors but unfortunately without WiFi calling I couldn't really stay.  Maybe when I'm due a new phone I will look again but come direct rather than via a Third party. 
 


Glad you have it  all sorted now hopefully once VF get back to me. They’ll  provide me with the same out come.  Can’t really believe  I’ve been left waiting again, but will give them thier 7 days to respond.. 

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Moderator

@ATrolley It truly is devestating to hear you've ended up leaving us 😔 However, I'm delighted we've managed to get things resolved for you. Please keep us posted on how you get on following your final bill.

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Moderator

@stewiebrown I can see you advised us you raised a complaint on 06 June 2018, I can assure you a member of our Customer Relations team will be in contact in the timeframe advised. If this isn't the case, please keep us posted and we'll gladly chase up your complaint for you to ensure your concerns are addressed.

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4: Newbie

@Josh wrote:

@stewiebrown I can see you advised us you raised a complaint on 06 June 2018, I can assure you a member of our Customer Relations team will be in contact in the timeframe advised. If this isn't the case, please keep us posted and we'll gladly chase up your complaint for you to ensure your concerns are addressed.


 Not sure where you got the 6th from??. I raised the original issue months ago been waiting on tech for an age, so complaint was raised on the 31st May. When through the same old same old on the 2nd of June. Waited again another three days until the 5th was asked if it had been fixed. Had enough so asked at this point for a dead lock letter, so I can take it  up with the regulator. Told to wait another 7 days just want my contract cancelled now. Fedup with the waiting and all the excuses. 😡

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Moderator

@stewiebrown My apologies for the confusion, I was referring to a previous post in the thread you posted on 06 June. If you haven't heard from the Deadlock team after the 7 day timeframe has passed, please respond to the last email that we sent you on 16 May 2018 so we can follow up with your complaint for you.

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2: Seeker

I've been having the same problem and reported this as a complaint on 20 May. After speaking to about 10 different people, CEO office have agreed to deadlock the complaint after I refused £70 credit (since this doesn't resolve the issue). I'm now waiting 7-10 days to see whether their deadlock team can come up with anything

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4: Newbie

Still waiting  and it was me that originally raised this issue. Thanks VF for your great customer service, never been treated so badly 😡 

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