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Vodafone - Should I keep the phone after their mistake?

£0.00 @ Vodafone
Hi, Recently purchased a deal from mobiles.co.uk for a new contract and a free phone, contacted Vodafone via their awful livechat and asked them to cancel the current contract, they asked why, I ex… Read More
thomps121 Avatar
2m, 3w agoPosted 2 months, 3 weeks ago
Hi,

Recently purchased a deal from mobiles.co.uk for a new contract and a free phone, contacted Vodafone via their awful livechat and asked them to cancel the current contract, they asked why, I explained and they said they would transfer it over, they tried and it all went tits up and turned into a bit of a night mare.

I then called them up and after speaking to someone who had no idea, got passed to a very polite man, who understood what had happened and he said that his colleague had accidentally upgraded me, from the new contract to the old number but on a 6GB plan (from a 24 GB new contract). He said that he will get the request reverted and then the old conract cancelled.

Today the new contract has been cancelled, contacted them and they said it has been cancelled and no termination fee has been there.

Please help me, what do I do now? I have sold the new handset already and do not want it to be blocked by mobiles.co.uk, anyone experience anything similar? Surely there is communication between mobiles.co.uk(carphone warehouse) and Vodafone so they get commission etc?

Any help or advice is welcome, have literally wasted about 6 hours on this and caused some serious hair to fall out or turn gray :)

Thank you
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thomps121 Avatar
2m, 3w agoPosted 2 months, 3 weeks ago
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Best Answer
Did something similar and was also told no early termination fee. It was a mistake on their end though as with all the mix up their systems showed the phone as returned. Soon realised though and corrected error. My advice sort it out properly as you know you should be paying for an early termination fee or returning the phone.

All Responses

(31) Jump to unreadPost an answer
Responses/page:
#1
the phone is propert of the phone company for atleast first 6 months you cant sell it
#2
I'm pretty sure you already know the answer to this...
#3
Sadly I was once a customer of mobiles.co.uk - an experience never to be repeated. The phone I bought was faulty and was replaced in the first month, only after the 24 month contract had expired did I get chased by a south African call centre for the cost of the phone and non payment of the 24 month contract. only by proving with bank statements, and some very choice language, I had paid did they accept this. Mobiles.co.uk best avoided!
#4
have they requested it back? I just cancelled BT due to pay rise only been with them 2 months and sky I cancelled in first 2 weeks told me to keep equipment ad they have no way to get it back.
#5
But where do i stand with this, as it has been such a nightmare, worst customer service i've ever experienced. I think that normally i would be well within my rights to sell it as many people do. Any advice from past experience would be appreciated. Have a call scheduled tomorrow at 1 with regards to the old contract being cancelled, any recommendations as what to do? If it get the new contract re-activated, have a feeling it will be a bodge up again, will be charged more and not on the same tariff and possibly the new phone will still get blocked.
#6
justanothercid
have they requested it back? I just cancelled BT due to pay rise only been with them 2 months and sky I cancelled in first 2 weeks told me to keep equipment ad they have no way to get it back.
No requests yet or any contact from Mobiles.co.uk, their support is pretty bad, contacted them after i ordered requesting that they upgrade and replace current number, still have heard back :S
#7
Also just to note, if i had confidence that re-activating the new contract would solve this then i would do it without hesitation but to be honest alot of their staff are just incompetent :(

Edited By: thomps121 on Mar 07, 2017 12:29
#8
nannyhoo
I'm pretty sure you already know the answer to this...
Changed the Title to "Should" instead of "Can"
#9
So you took out a contract specifically to sell the handset? Surely this is a much more expensive way to get a SIM free deal... If you have already sold the handset then I'm confused why this question is relevant as its already gone. Unless of course you have sold it but not yet sent it or given to the buyer, if this is the case then you would just cancel the sale and return the handset back.

Edit: for the record I 100% agree on how rubbish Vodafone are, I'm an unfortunate customer of theirs and experienced a similar dreadful experience.

Edited By: JohnnyRoller on Mar 07, 2017 12:41
#10
thomps121
Also just to note, if i had confidence that re-activating the new contract would solve this then i would do it without hesitation but to be honest alot of their staff are just incompetent :(


same happened to me they blocked the phone and affected my credit.
#11
dealer221
thomps121
Also just to note, if i had confidence that re-activating the new contract would solve this then i would do it without hesitation but to be honest alot of their staff are just incompetent :(
same happened to me they blocked the phone and affected my credit.
Don't want it to affect my credit rating, what would you recommend that i do?
#12
JohnnyRoller
So you took out a contract specifically to sell the handset? Surely this is a much more expensive way to get a SIM free deal... If you have already sold the handset then I'm confused why this question is relevant as its already gone. Unless of course you have sold it but not yet sent it or given to the buyer, if this is the case then you would just cancel the sale and return the handset back.

Yes it worked out cheaper, Total contract price was £720, phone was sold for £500, so dividing £220 by 24 makes it alot cheaper than what i was currently paying, so around £12 per month instead of £32.

Edit: for the record I 100% agree on how rubbish Vodafone are, I'm an unfortunate customer of theirs and experienced a similar dreadful experience.
#13
I think the best solution would be to explain it to the gent that is calling tomorrow and hope that he understands and gets it resolved, he seemed pretty clued up to be honest. Little tip, follow your gut instinct and do things separately between accounts (cancel old contract and don't move number over)
#14
Just read through your contact, I'm quite certain all the answers to your questions will be there!
#15
They'll ask you to sent it back or pay for it, if you don't they'll block it.
#16
rodders443
They'll ask you to sent it back or pay for it, if you don't they'll block it.

I'm just concerned about the communication between Vodafone and mobiles.co.uk, i don't want to re-activate it then have Mobiles.co.uk blocking the phone anyway
#17
Also I notice there is only a sales telephone number for mobiles.co.uk, does anyone know the support number?

Should i just contact Mobiles.co.uk and resolve it through them?

Edited By: thomps121 on Mar 07, 2017 12:59
#18
thomps121
dealer221
thomps121
Also just to note, if i had confidence that re-activating the new contract would solve this then i would do it without hesitation but to be honest alot of their staff are just incompetent :(
same happened to me they blocked the phone and affected my credit.
Don't want it to affect my credit rating, what would you recommend that i do?


i had sold the phone to a friend and it got blocked and they returned it to me then I returned the phone. the only way to not affect your credit rating is to return the phone unfortunately.
#19
Yeah.

As others have said.

The phone will be blocked if not returned (can actually take a few months. Could be much sooner mind).

Credit rating will also get a kicking.

Edited By: CaptainSocks on Mar 07, 2017 14:15
#20
Your best solution is to either pay for the cost of the handset (they will be able to provide a price, but it will not be subsidised, so be warned).

Ask them to reactivate the closed account. There is a possibility that they will be able to do this if you haven't left it so long. I've certainly done this on EE.

At the end of the day, you should *never* sell a mobile phone until you are sure the contract is in order and everything has gone through ok. Most networks now stipulate that the mobile phone remains their property for 6 months, so you had no right to sell the phone.

You may well have had a bad time of it and they might well have bad customer service but I wouldn't focus too much on that as it is a peripheral matter. Even if they had called you names and blown raspberries at you, that doesn't change the situation here, as you don't get a free phone just because of bad CS.
#21
misterleoni
Your best solution is to either pay for the cost of the handset (they will be able to provide a price, but it will not be subsidised, so be warned).
Ask them to reactivate the closed account. There is a possibility that they will be able to do this if you haven't left it so long. I've certainly done this on EE.
At the end of the day, you should *never* sell a mobile phone until you are sure the contract is in order and everything has gone through ok. Most networks now stipulate that the mobile phone remains their property for 6 months, so you had no right to sell the phone.
You may well have had a bad time of it and they might well have bad customer service but I wouldn't focus too much on that as it is a peripheral matter. Even if they had called you names and blown raspberries at you, that doesn't change the situation here, as you don't get a free phone just because of bad CS.

Thank, I will give mobiles.co.uk a call now and hopefully resolve this situation.
#22
Afaik the reason you cant sell it is as its not yours until the handset is paid off
#23
123batman321
Afaik the reason you cant sell it is as its not yours until the handset is paid off
I think it is yours, if you fail to pay the contract you would just get charged, its not like a house, they wouldn't request it back and would rather sell the debt to debt collectors. On the phone to Mobiles.co.uk, seem very professional and understand what is going on. Will post and update
#24
thomps121
123batman321
Afaik the reason you cant sell it is as its not yours until the handset is paid off
I think it is yours, if you fail to pay the contract you would just get charged, its not like a house, they wouldn't request it back and would rather sell the debt to debt collectors. On the phone to Mobiles.co.uk, seem very professional and understand what is going on. Will post and update


Good luck. If you didn't want the account closed and they did so by accident then they should at least be able to open up a new account and contract at the same cost with no phone included. I think if it's recent enough Vodafone can re-activate dead lines though - if my experience with EE is to be believed.
#25
Did something similar and was also told no early termination fee. It was a mistake on their end though as with all the mix up their systems showed the phone as returned. Soon realised though and corrected error. My advice sort it out properly as you know you should be paying for an early termination fee or returning the phone.
#26
thomps121
123batman321
Afaik the reason you cant sell it is as its not yours until the handset is paid off
I think it is yours, if you fail to pay the contract you would just get charged, its not like a house, they wouldn't request it back and would rather sell the debt to debt collectors. On the phone to Mobiles.co.uk, seem very professional and understand what is going on. Will post and update


Hope you get it sorted. Not by any means saying its your fault sounds like its their end but i think thats the reason they block them and your technically not meant to sell unless you pay the balance of the handset. Youve got at least a chance with my mobiles tho so not so bad vodafone are useless tho lol
#27
It is not even clear what OP means, the NEW handset/contract would need to be returned to mobiles.co.uk to cancel, Vodafone cancelled it ? thus CPW/m.co.uk lose the commission from V and they then will chase you for the cost of the handset.

V should not have cancelled the new contract because they made a error on transferring service from old to new and undone such, they have made a error by cancelling the new contract and now you are liable for the phone cost. Vodafone need to cancel the OLD account as asked and reinstate the NEW account or a big bill will be coming for the handset to you as soon as CPW/m.co.uk realise they sent you a phone but got no commission to cover the cost of it.

Be careful what the monkeys at V tell you, just because they say blue does not mean a banana is blue.
#28
seaniboy
It is not even clear what OP means, the NEW handset/contract would need to be returned to mobiles.co.uk to cancel, Vodafone cancelled it ? thus CPW/m.co.uk lose the commission from V and they then will chase you for the cost of the handset.
V should not have cancelled the new contract because they made a error on transferring service from old to new and undone such, they have made a error by cancelling the new contract and now you are liable for the phone cost. Vodafone need to cancel the OLD account as asked and reinstate the NEW account or a big bill will be coming for the handset to you as soon as CPW/m.co.uk realise they sent you a phone but got no commission to cover the cost of it.
Be careful what the monkeys at V tell you, just because they say blue does not mean a banana is blue.

Thank you, thats what i though, after that i contacted Mobiles.co.uk to try and provide some clarification, they said that the transfer had gone across and they had the old mobile number now on their system in place of the new one, i then updated them with the reconnected (another new number) and they said that everything will not be fine.

I guess as it was using the same SIM and SIM ID, i would assume that they link the commission via the SIM ID, just incase people under contract change their number. You are right though, this kind of stuff should be clearly laid out and by clear i dont mean in fine detail somewhere, and staff on both sides should know how this works.
#29
thomps121
seaniboy
It is not even clear what OP means, the NEW handset/contract would need to be returned to mobiles.co.uk to cancel, Vodafone cancelled it ? thus CPW/m.co.uk lose the commission from V and they then will chase you for the cost of the handset.
V should not have cancelled the new contract because they made a error on transferring service from old to new and undone such, they have made a error by cancelling the new contract and now you are liable for the phone cost. Vodafone need to cancel the OLD account as asked and reinstate the NEW account or a big bill will be coming for the handset to you as soon as CPW/m.co.uk realise they sent you a phone but got no commission to cover the cost of it.
Be careful what the monkeys at V tell you, just because they say blue does not mean a banana is blue.
Thank you, thats what i though, after that i contacted Mobiles.co.uk to try and provide some clarification, they said that the transfer had gone across and they had the old mobile number now on their system in place of the new one, i then updated them with the reconnected (another new number) and they said that everything will not be fine.
I guess as it was using the same SIM and SIM ID, i would assume that they link the commission via the SIM ID, just incase people under contract change their number. You are right though, this kind of stuff should be clearly laid out and by clear i dont mean in fine detail somewhere, and staff on both sides should know how this works.
Well that's good, keep notes of everyone you talked to, dates of calls, content etc.. just incase either party dispute something later. Communications companies are the worst at actually communicating - its a oxymoron in my opinion - ironic-moronic! X)

Glad all seems to be sorted :)
#30
seaniboy
thomps121
seaniboy
It is not even clear what OP means, the NEW handset/contract would need to be returned to mobiles.co.uk to cancel, Vodafone cancelled it ? thus CPW/m.co.uk lose the commission from V and they then will chase you for the cost of the handset.
V should not have cancelled the new contract because they made a error on transferring service from old to new and undone such, they have made a error by cancelling the new contract and now you are liable for the phone cost. Vodafone need to cancel the OLD account as asked and reinstate the NEW account or a big bill will be coming for the handset to you as soon as CPW/m.co.uk realise they sent you a phone but got no commission to cover the cost of it.
Be careful what the monkeys at V tell you, just because they say blue does not mean a banana is blue.
Thank you, thats what i though, after that i contacted Mobiles.co.uk to try and provide some clarification, they said that the transfer had gone across and they had the old mobile number now on their system in place of the new one, i then updated them with the reconnected (another new number) and they said that everything will not be fine.
I guess as it was using the same SIM and SIM ID, i would assume that they link the commission via the SIM ID, just incase people under contract change their number. You are right though, this kind of stuff should be clearly laid out and by clear i dont mean in fine detail somewhere, and staff on both sides should know how this works.
Well that's good, keep notes of everyone you talked to, dates of calls, content etc.. just incase either party dispute something later. Communications companies are the worst at actually communicating - its a oxymoron in my opinion - ironic-moronic! X)
Glad all seems to be sorted :)

Cheers, and thank you for everyone's help, very much appreciated. :)
#31
thomps121
seaniboy
thomps121
seaniboy
It is not even clear what OP means, the NEW handset/contract would need to be returned to mobiles.co.uk to cancel, Vodafone cancelled it ? thus CPW/m.co.uk lose the commission from V and they then will chase you for the cost of the handset.
V should not have cancelled the new contract because they made a error on transferring service from old to new and undone such, they have made a error by cancelling the new contract and now you are liable for the phone cost. Vodafone need to cancel the OLD account as asked and reinstate the NEW account or a big bill will be coming for the handset to you as soon as CPW/m.co.uk realise they sent you a phone but got no commission to cover the cost of it.
Be careful what the monkeys at V tell you, just because they say blue does not mean a banana is blue.
Thank you, thats what i though, after that i contacted Mobiles.co.uk to try and provide some clarification, they said that the transfer had gone across and they had the old mobile number now on their system in place of the new one, i then updated them with the reconnected (another new number) and they said that everything will not be fine.
I guess as it was using the same SIM and SIM ID, i would assume that they link the commission via the SIM ID, just incase people under contract change their number. You are right though, this kind of stuff should be clearly laid out and by clear i dont mean in fine detail somewhere, and staff on both sides should know how this works.
Well that's good, keep notes of everyone you talked to, dates of calls, content etc.. just incase either party dispute something later. Communications companies are the worst at actually communicating - its a oxymoron in my opinion - ironic-moronic! X)
Glad all seems to be sorted :)
Cheers, and thank you for everyone's help, very much appreciated. :)
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