Broadband: termination of contract

[Silverfox_UK]

Hi everyone,

Sadly, I switched to VF from BT. 

For the past 6 months the service has been dire and the broadband speeds more so. I have spent in excess of 10 hours on the phone and online chat with them to no end. 

Im paying for the highest speed package available 76mbps. I’m getting a through put of 2mbps this evening. 

I want some advice on how I can get away from this complete shower, and terminate my contract with them. Fed up of their lies and constant deception. I never had a single issue with BT infinity. Sadly nothing but problems with VF. 

Help!

[BandOfBrothers]

Hi @Silverfox_UK

It's a shame you've come to this decision but I respect you've tried the service out and it's not been right for you for the reasons you've highlighted. 

The info to leave Vodafone Broadband is here in What-do-I-do-if-I-ve-changed-my-mind-and-want-to-cancel-my-Vodafone-Broadband-order.

As your past the initial 30 days cooling off period the Vodafone Agent will.go through what exits charges there maybe. 

They'll send you a Returns Bag to send the router back. Tbe bag bas been known to take a while. 

Unfortunately a person cannot return the router to a Vodafone Highstreet Store. 

Please leave your direct debit in place until you have the final bill and its paid and then they should send you something similar to a £0 bill and Sorry Your Leaving Letter. 

[edwardmartin755]

If you are looking for the Broadband termination problem then you should look for the settings and you need to check the Netgear router login page from there you will be able to change the settings and fix the problem. 

[KeithAlger · Accepted solution]

To get out of your contract without paying a fee, you need to go into dispute with Vodafone see:

https://www.ofcom.org.uk/phones-telecoms-and-internet/how-to-report-a-complaint

https://www.vodafone.co.uk/help-and-information/complaints

This does involve giving them an opportunity to fix the errors.

If you do decide to go into dispute then coolly and calmly consider everything with the service that is not as it should be.  So that's not going to just include your download speeds (check multiple sources for this) and drop outs, but also the appauling level one technical support, and anything you feel you were missold on (broken promises).  A good source of "broken promise" material, are the lists of judgements against Vodafone by the ASA, take for example:

https://www.asa.org.uk/rulings/vodafone-ltd-a18-444291.html

[Silverfox_UK]

Thanks,

I don’t propose to pay any exit charges as had the service been what was promised I would not have the need to leave. It’s been terrible from the start and I’ve just had enough of their technical support being condescending and blaming everything on your end. Never had an issue with BT at all.

[Jay8135]

Check your sync speed on the app then contact Vodafone ask what speeds you was told you would be getting when you signed up to home broadband. Compare the 2 then make the decision to look at terminating the contract without fee if the speeds don't match up. Good luck