Sure signal

[M360]

Hi just upgraded my pay monthly contract and I was promised to be sent a free sure signal box to compensate for the awful problems in signal in tw11. Two weeks later and still no box. Could someone please look into this please.

[BandOfBrothers]

Hi @M360

May I ask did you receive some kind of support documentation about being supplied a free Sure Signal in connection to the issues you have encountered. i.e. An email or if offered by Live Chat agents a copy of the chat transcript. 

This offer should be on your Account Notes which customer service via 191 or Live chat can access and then discuss with you. 

Using a computer use the Live Chat engagement window in my signature below. 

[M360]

Thanks will go on live chat - calls are recorded so I am not worried about it being questioned. Thank you for your help and advice.

Don't suppose you can help with the no network signal in TW11 issue

[BandOfBrothers]

You're welcome. 

Just to to advise that not all calls are recorded. And those that are are typically retained for a period of 60 days. 

If it was up to me I'd stick masts towers everywhere. Unfortunately costs and people don't want them close to their homes. Commonly known as NIMBY.

[DaveCD]

@M360

So that we can look into this further, see the private message I've sent for how to get in touch.

[gsmsecure]

Contact Customer Relations via an escalated complaint to 191.

If you have no written confirmation of the offer then demand your call is located and listened to.

Under Data Protection you have a right under "subject access" to be given a copy of any data a company holds on you (and this includes recorded calls) of the call which they have a time limit to provide before you can then make a complaint to the ICO for non compliance.

If you need to terminate the contract, you have grounds that there is no signal "at your normal place of residence" and if necessary obtain a "deadlock letter" and approach the Ombudsman before speaking to OFCOM.

http://www.vodafone.co.uk/vodafone-uk/forms/complaints/