Promised replacement - never arrived

[laurennareed]

I have had a sure signal box for a couple of years but just before Christmas last year it decided to stop working.The box is totally dead with no sign of any power at all.  I phoned Vodafone and they checked and said that 'yes, your sure signal box appears to have stopped working'.  I was then promised a replacement asap.

A month or so later - still no replacement - another phone call and a promise of a replacement asap.  A couple months later and still no replacement.  I have been paying monthly for a sure signal box that hasn't worked for over 9 months. I have had to go back to standing in one corner of my lounge to talk on my mobile without losing signal.

Does anyone think I'll ever get the replacement promised?  I have tried going into a Vodafone store and they said they can't help.

[Retired-Kay]

Hi laurennareed, 

We'll need access to your account to see where a replacement was agreed as this isn't something we usually offer. 

Take a look here for how to get in touch and we'll get to the bottom of this for you. 

Thanks, 

Kay

[laurennareed]

Hi Kay,

Thanks for your reply. I've completed the link you sent. I am happy to buy a new sure signal unit but can you tell me what the £5 per month extra I'm paying covers as I was told when I received the sure signal box that I didn't have to pay any upfront fee but would be charged £5 month instead. I've been paying this for a few years now, even though the sure signal stopped working months ago. If I purchase a new sure signal, do I stop paying extra per month?

[Retired-James]

Hi laurennareed,

If you are buying a new one then we would remove the old monthly charge on the account.

James

[laurennareed]

Ok, thanks. I'll buy a new one. Could you remove the monthly charge.

Thanks

[Sukhi]

Hi laurennareed

Pop me a message here and we'll do this for you :).

Thanks

Sukhi