Bought Sim Only Deal - Falsely Advertised 5G From Fonehouse

[snaeem155]

I previously was with Vodafone (10 years) and had a 5G plan and as expected got a 5G signal.

I had network issues since November which they couldn't fix so I left to go with o2 which was a huge mistake as o2 were worse.

Realising Voda is the better option I decided to go back with them.

This is where Fonehouse come into play.

I ordered a 12GB 5G plan (clearly with 5G in the title and on all correspondence) and in the 2+ weeks I've been on said plan, I have never managed to get a 5G signal which I thought was odd.

So I contacted Vodafone who said my plan doesn't have 5G which Fonehouse are disputing saying it does and all Voda sims are 5G ready (this was repeatedly said and they don't grasp 5G ready doesn't mean you have 5G on your plan which I argued)

The plan is the Red 1GB with 11GB extra added on - This plan doesn't have 5G.

I'm a bit stumped as to what to do as I'm over the cancellation period and FH said they will investigate but I have little faith that they will given I have had to call them 8 times without a result as of yet.

Any advice?

[BandOfBrothers]

Hi @snaeem155 

I've not looked at the plan so can only go on what you've been told.

As the contract was taken out via an independent then your their customer so they have a duty of care to look into this for you to ensure no misspelling happened.

By the way your right that Vodafone sim cards are 5G ready.

I wish you all the best with this. 

[snaeem155]

The plan I have is the Red 1GB with an additional 11GB added on.

Having spoken to Vodafone support they've confirmed I don't have 5G on this plan.

The retailer clearly sold it as a 5G plan.

[BandOfBrothers]

Can you link to the plan and the part that states it is not 5G @snaeem155 please. 

[snaeem155]

https://www.vodafone.co.uk/mobile/best-sim-only-deals

If you scroll to the bottom you can see every plan has the 5G ready marker, the Red 1GB does not.

[snaeem155]

I have been in an area where I used to get 5G previously and I only got 4G+, using the same handset.

This is taken from Vodafone's terms and conditions:

"If your Red plan offers 5GB of data or more, you'll have access to our 4G and 5G networks – so you’ll enjoy 5G where there’s coverage, and our award-winning 4G everywhere else."

My plan being Red 1GB doesn't give me 5G access/coverage despite having an additional extra 11GB as fundamentally it is a 1GB plan.

Fonehouse didn't mention this, thus I find it misleading thus it had no right being advertised as a 5G plan.

[BandOfBrothers]

Is it this on a sim only @snaeem155 

From Vodafone Sim Only Deals. 

 

[snaeem155]

Yep its a SIMO plan.

And therein lies the issue.

As my tariff is Red 1GB - That is what counts, the additional 11GB is not counted hence I don't get 5G.

[BandOfBrothers]

Yes i now understand the sim only tarift has a set data allowance which is then increased via an offer.

[snaeem155]

Yup, the contract was sold to me as so:

Vodafone Multi Sim Card
Vodafone
+ 12GB Data (5G)
+ Unlimited Minutes
+ Unlimited Texts
+ Free Delivery

Just spoken to support who have confirmed that I do not have 5G on this tariff.