Not eligible for switcher credit?!

[Skate2create]

Hopefully a helpful person in the social media team can look into something for me, as I'm (quite rightly) pretty annoyed and fed up at this point!

Having spent literal hours on live chat to various different people in various different departments, which didn't seem to grasp what I was telling/ asking them (the switcher credit form not loading after submitting my claim, which other people have the same issue with).. to then be told that Pro II broadband isn't included in the switcher scheme, even though they'd sent me through the email stating I could now claim (telling me on live chat that was a generic email). I've not broken t&cs by using a cashback site, having set up the service over the phone, so that shouldn't affect it either.

This is also despite not saying anything about that being the case anywhere! In fact, vodafones t&cs state that you have to switch to a home or pro broadband service... well "pro" doesn't exist anymore, only "pro II"!

Seriously unimpressed when it's cost me £146 on early repayment charges to leave my previous supplier, which is a hell of a lot of money to lose out on at any time of the year, let alone at Christmas. Had I known that this would have been how it played out, I'd have seriously considered not moving to vodafone and gone elsewhere.

Please can someone look into this for me, it's driving/ driven me up the wall!

Thanks,

Dan 

[Charlotte]

Hello, @Skate2create. I hope you're well.

I understand that missing out on the Switcher Credit Offer is frustrating, since you were under the impression that the fees would be covered. I also recognise the further confusion which has been caused by you receiving an automated email prompting you to claim the credit. and your feedback on this is appreciated.

With that being said, there is an eligibility criteria for switcher credit when you apply, and unfortunately if you don't have a compatible plan, you aren't eligible for it. You can view the full criteria here. 

[Skate2create]

Hi Charlotte,

I'm aware of the t&cs, that's why I quoted them above. It's that which bothers me... direct quote from said t&cs:

What's the Offer?

We'll cover your early termination charges from your previous broadband provider of an equivalent amount, up to a maximum of £100. The switching credit will be given to you as an account credit and this amount is VAT inclusive. You must switch to one of the following Vodafone Standard or Pro home broadband plans (an "Eligible Plan"):

You don't offer a Pro Home Broadband Plan anymore, as that's been superceded by Pro II home broadband.

So is vodafone using that technicality (of the missing II) to avoid paying out the switcher credit? If so, that's extremely poor form.

[Charlotte]

I do appreciate where you're coming from, @Skate2create.

Below the sentence you've quoted, there is a full list of the different price categories and what customers can get for the type of plan they're on, so there is an outline of what plans are eligible for what credit.

With that being said, if you'd like to discuss this with us in more detail, please reach out to us on social media, and explain that you've been invited over from our forum.

[Skate2create]

I know, and I'm on the full fibre 910 pro II service.

Again, your t&cs state either or home or pro service and list the plans ranging from 74mb to 2.2gb, the pro service doesn't exist anymore and is superceded by the pro II service.

So are you telling me that anyone that moves onto the pro II service isn't eligible for switcher credit? 

I cannot reach out on social media, as I don't have social media accounts, and I certainly don't want to have to deal with Live chat for hours on end again as the other option (wasting around 3 hours of my time spread over the previous 2 occasions).

[Charlotte]

I've double-checked everything from my end for you, @Skate2create, and it's actually our Essentials Broadband packages which aren't eligible for the switcher credit. If it's the Pro II Full Fibre 900 plan which you're on, you should be eligible to apply for the credit. 

If you had social media, we would be able to escalate this from our end for you. But if not, you'll need to reach back out to the Broadband Support Team, as we need to access your account, and that can't be done over the forum. 

[Skate2create]

Hi Charlotte.

I've managed to reactivate a (very) old Instagram account, and have sent them (vodafoneUK) a link to this post. Is there anything else I need to do?

[Charlotte]

Thanks for letting me know, @Skate2create.
If you've contacted the team on Instagram, someone will get back to you as soon as possible so that this can be escalated further for you. 

[Skate2create]

This has gone round in circles and the (4!!!) People that have had me jump through hoops for the last 4 hours have basically told me that I need to go back through live chat. This after me showing them this post and explaining everything to them repeatedly.

I am at the end of my tether.

Charlotte, can this be escalated higher up and or have someone contact me please. I've wasted nearly 8 hours trying to get this sorted jumping through various hoops to no avail. I'll be making a complaint.

[Charlotte]

I'm sorry to hear this, @Skate2create. Unfortunately, we're unable to take any personal details on this platform, so I'm unable to escalate it from my end for you. With that being said, as you've been invited over from our forum, they should escalate it for you.