Which customers were entitled to early termination fee waiver?

[clareemily]

Hi there, 

I am having difficulty understanding why I was not given the option to take up the offer of waiver of early termination of contract fee in January 2021 due to changes to roaming charges abroad as per Vodafone policy. 

Can you please clarify which customers were entitled to this and how this option was communicated to customers? 

I'd really appreciate some help to understand this as nobody in Customer Services seems to be able to answer me.. 

Many thanks in advance for your response! 

[AnnS]

Hi @clareemily 

If you mean the permanent roamers right to leave, this would have been for numbers that were identified as permanently roaming within the previous 12 months.  If you were permanently roaming without returning to the UK Vodafone would have sent a text message and you would have had the right to leave with immediate disconnection without penalty.

If you did not receive the text message your number would not have been identified as a permanent roamer within the previous 12 months.  If this is not correct and you consider you have the right to leave without any penalty speak to the Social Team here: Contact Us 

[clareemily]

Thankyou very much for your response Anne. 

This is helpful. 

I had been away in Europe since late September using roaming services- I am a little unclear whether this would label me a permanent roamer? 

I enquired about termination of my contract in December due to COVID and being effectively 'stuck' in Europe however was not given the option to take the early termination option which I would have appreciated.

Perhaps the social team can tell me whether I should have been eligible. 

Best wishes