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Hi RickDV,
I'm sorry to hear that you're unhappy with the service, but maybe we can help.
Firstly, can you confirm your full postcode for us? This will allow us to check the sites in the area you're using the modem, to double-check what coverage you have, and therefore what speeds you should be expecting - as well as identify any cell site faults which could be causing your issue.
Secondly, so that we have an accurate representation of your download speed, please run the speed test here and post your results. Since there are many factors that can influence speed, including problems with the target website, these independant tests will allow us to get a much clearer picture of what's actually happening
With regards to cancellation, I'm afraid that you would be required to pay any remaining line rental for the length of your contract as a termination fee. We would only accept a free cancellation based on signal or speed issues within the first 7 days of receiving your device, as we believe this gives you ample time to figure out if the service is right for you or not. Since you have kept it since October, you have in effect accepted the modem and the service "as is".
Also, with regards to the usage fee - the software usage monitor should only be used as a rough guide, and not an accurate reflection of your real usage, as it is not able to monitor certain traffic types such as Windows Updates. This is displayed as a warning message when you first use the software, and is included in the documentation. We recommend signing up to the "My Account" service for access to Online Billing, which will always give you an accurate reflection of what you've actually used and what you might be charged for.
If you still wish to cancel and accept the termination fee, you can find instructions on how to do so here in our Help Centre - obviously we would hate to lose you, so I do hope you give us a chance to help first of all
Jon
eForum Team
I'm sorry to hear that you're unhappy with the service, but maybe we can help.
Firstly, can you confirm your full postcode for us? This will allow us to check the sites in the area you're using the modem, to double-check what coverage you have, and therefore what speeds you should be expecting - as well as identify any cell site faults which could be causing your issue.
Secondly, so that we have an accurate representation of your download speed, please run the speed test here and post your results. Since there are many factors that can influence speed, including problems with the target website, these independant tests will allow us to get a much clearer picture of what's actually happening
With regards to cancellation, I'm afraid that you would be required to pay any remaining line rental for the length of your contract as a termination fee. We would only accept a free cancellation based on signal or speed issues within the first 7 days of receiving your device, as we believe this gives you ample time to figure out if the service is right for you or not. Since you have kept it since October, you have in effect accepted the modem and the service "as is".
Also, with regards to the usage fee - the software usage monitor should only be used as a rough guide, and not an accurate reflection of your real usage, as it is not able to monitor certain traffic types such as Windows Updates. This is displayed as a warning message when you first use the software, and is included in the documentation. We recommend signing up to the "My Account" service for access to Online Billing, which will always give you an accurate reflection of what you've actually used and what you might be charged for.
If you still wish to cancel and accept the termination fee, you can find instructions on how to do so here in our Help Centre - obviously we would hate to lose you, so I do hope you give us a chance to help first of all
Jon
eForum Team
Hi RickDV,
Thanks for getting back with your postcode! I know it can be frustrating when coverage declines, especially if you're used to much faster speeds!
I can see that the closest 3G site to you lies just north west of your location reference number 4020. At the moment all the checks I've carried out show the site is running fine. Have you had a chance to use your modem in another area or the sim in another device? If it's not the network itself there could be an issue with your hardware. Don't worry though, as long as the device has been looked after you are covered under warranty
Let me know if you get chance to try either of these tests out
Cheers, Ben
eForum Team
Thanks for getting back with your postcode! I know it can be frustrating when coverage declines, especially if you're used to much faster speeds!
I can see that the closest 3G site to you lies just north west of your location reference number 4020. At the moment all the checks I've carried out show the site is running fine. Have you had a chance to use your modem in another area or the sim in another device? If it's not the network itself there could be an issue with your hardware. Don't worry though, as long as the device has been looked after you are covered under warranty
Let me know if you get chance to try either of these tests out
Cheers, Ben
eForum Team
Hi Rick,
It's a pity you don't want to carry on the service or let me help you try diagnose the problem, but if you do want to cancel I can appraciate your frustration.
You can cancel the contract by supplying 30 days written notice here. Any consumer customer who does canel early will just be charged an early termination penalty which is the remaining contracted line rental, minus VAT and 25% of the lump sum. I must urge you to keep on top of any repayments though as I don't want to see your credit score suffer as a result
Please let me know though if there's any other advice I can give!
Cheers, Ben
eForum Team
It's a pity you don't want to carry on the service or let me help you try diagnose the problem, but if you do want to cancel I can appraciate your frustration.
You can cancel the contract by supplying 30 days written notice here. Any consumer customer who does canel early will just be charged an early termination penalty which is the remaining contracted line rental, minus VAT and 25% of the lump sum. I must urge you to keep on top of any repayments though as I don't want to see your credit score suffer as a result
Please let me know though if there's any other advice I can give!
Cheers, Ben
eForum Team
Hi RickDV
It's good to see that you've found a solution that siuts you better.
You certainly can change the modem contract into your friends names and details, it's a process that we call Transfer of Ownership.
It can take 28 days for the process to be completed as it involves credit checks on your friends details and setting up a new account in their name, but to get the process started you can call our dedicated customer services team and they'll be able to get you through to the fantastic transfers team.
It's worth bearing in mind that to speed the process up, the transfers team would need to be able to speak to both yourself and the person interested in taking the account over, if you can do this at the same time you'll need to first of all add your friend to your account with authorisation but our Customer service experts will be able to get this sorted out for you in no time!
Let me know how you get on,
Helen
eForum Team
Finally, here at the eForum, we're always striving to make the world a better place. Take our quick and simple Survey to tell us how you think we're doing. All of your feedback goes towards improving your Vodafone experience!
It's good to see that you've found a solution that siuts you better.
You certainly can change the modem contract into your friends names and details, it's a process that we call Transfer of Ownership.
It can take 28 days for the process to be completed as it involves credit checks on your friends details and setting up a new account in their name, but to get the process started you can call our dedicated customer services team and they'll be able to get you through to the fantastic transfers team.
It's worth bearing in mind that to speed the process up, the transfers team would need to be able to speak to both yourself and the person interested in taking the account over, if you can do this at the same time you'll need to first of all add your friend to your account with authorisation but our Customer service experts will be able to get this sorted out for you in no time!
Let me know how you get on,
Helen
eForum Team
Finally, here at the eForum, we're always striving to make the world a better place. Take our quick and simple Survey to tell us how you think we're doing. All of your feedback goes towards improving your Vodafone experience!
