Back again 😮💨 Been a while since this all went down, it's been a harsh couple of years that's all I'll say, but my mind is in a better place than back when I wrote this, cringe. Thank god I took screenshots and requested my chat transcripts otherwise I'd have no idea where I stand because I can barely recall anything I said or was told around this time.
Also whilst I had planned to, I never ended up putting in a formal complaint of any kind in the end. Once I got the package in my name I was completely spent mentally and truly couldn't put in any more energy towards a complaint that would likely go nowhere.
So I'm back because a couple of days ago I received this email:
"Your broadband plan is changing
Hello,
We wanted to let you know that we’re making a change to the cost of your broadband plan.
We understand that no one wants to see prices increase, but like many businesses we’re experiencing a significant rise in the cost of running our network and providing our services.
Your monthly cost will go up from your April bill. This increase is the UK Consumer Price Index (CPI) rate at 5.4% to support the rise in our running costs to keep up with increased demand and an additional 3.9% to continue essential investment in our network as we expand coverage. For example, if you were paying £20 a month, your monthly cost would increase by £1.86.
As you’re no longer in your minimum commitment period, you have the right to leave us without paying an Early Termination Fee.
While you’re free to leave, we’d really love you to stay. There are ways for you to avoid this year’s price change"
Why am I still being fed conflicting narratives? I honestly have never had such a poor experience with a company in my life. I'm in contract until late October later this year, but at the same time I'm apparently no longer in a commitment period? 9.3% total increase (5.4% + 3.9%) doesn't apply to broadband and calls packages taken out before February 2021, mine was taken out on the 8th of October and set up roughly 2-3 weeks later. Broadband packages taken out around this time should only be paying the 5.4% and not the 3.9%.
Last time my increase should have been 1.4% (can't understand where this figure came from as CPI was 0.6%. The 4.5% figure came from 0.6% + 3.9% so shouldn't it have been 0.6% increase? Suppose 1.4% increase last yearis correct, that would have meant my £31/mth would increase to £31.43. But instead it was put up to £32.39 which was the amount for packages taken out after Feb 2021 (4.5% in total). The resolution offered was that I would continue to pay the £32.39 (wrong amount) but be given a deduction on my next month's bill of the difference (96p) x 16 (the remaining amount of months on contract) so I would technically pay the correct amount. But now I can see that this will mean that even if I pay the 5.4%, I will be paying that on a higher total cost (£32.39 vs £31.43) meaning that my bill will increase by more than it should have if my increase was actually correct last year. So it will increase to £34.14 when it should be £33.13, correct? I was given £10 as a goodwill gesture extra at the time last year but that shouldn't come into the equation.
All of which I still find weird anyway considering the package is a 'fixed' Superfast 1 Extra package. Here is something I found in the terms and conditions:
"Fixed Price Home Broadband Plans: Our Vodafone Broadband Extra and Vodafone Pro Xtra plans are exempt from price rises (including both RPI & CPI) in contract. We reserve the right to increase charges outside of your minimum committed period, as stated above."
So...am I being charged the price increases because Vodafone think I'm outside of my committed period as they have twice stated this year and last?
I need a good answer here, I really do. I think I will have to go down the complaint route at the moment, unless I can be shown good proof that I'm wrong.
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