Problem with DSL activation and tariff change

[Abhiram]

Dear Vodafone team,

I have ordered a DSL 100 with Vodafone and my connection was activated with DSL 16 on 27th May 2019. When contacted customer care, they upgraded my connection to DSL 100. However, they also told that my connection will be renewed for 24 months from the day my connection is upgraded to DSL 100. It was clearly mentioned on Vodafone website that we can change our tariff in first 12 months free of charge and from the 13th month, a tariff change will renew the contract for 12 months. So I wanted to understand the following.

1. Why my DSL was activated with DSL 16 and not DSL 100 (I have lost the welcome bonus because of this).
2. When my connection is upgraded to DSL 100, I expect that my contract will not be renewed again for 24 months, but only the tariff will change. Why will my contract get renewed for 24 months for a tariff change.
3. If I upgrade to DSL 100 now and want to downgrade to DSL 50/DSL 16 in 1st 12 months, will my contract renew again?

Please can you help me with this? I tried contacting the customer care on whatsapp, it is more than 1 week and I got no satisfactory response.

[DanyG]

Hello Abhiram,

without any background information it's hard for me to explain, why your DSL access has been activated with 16 instead of 100 Mbit/s. The details are on your order confirmation and if this is incorrect, we need your reference. Then we can correct it immediately.

The bill guarantee can be used after having a higher bandwidth in the first 12 months. After the first year it's possible to switch to a lower bandwidth and only prolong for 12 months. In your case, the bill guarantee did not work because there was a change of the price plan which leads to a prolongation of 24 months.

BR,

Dany

[Abhiram]

Hello Dany,

Thank you for the response. Please let me know what details are needed to check the reason why my order is processed with DSL 16 and not DSL 100. My order shows that it is DSL 16, but the order I placed was through order hotline who recorded the conversation and confirmed that it is DSL 100. So, you may refer to it. If you need my accout number, Date of birth or any personal information, please let me know how to send them.

Also, if you happen to find that my order is indeed DSL 100, please don't switch it to DSL 100 immediately and kindly wait for my confirmation to go-ahead.

Best regards

Abhiram

[DanyG]

Hi Abhiram,

I can't see, who or how the order was placed. I have also no access to the call recording. I can only see what's in the order confirmation. And if we confirmed 16.000 kbit/s and you saw it and didn't complain that, I can't tell you anything else.

If we change the line up to 100 Mbit/s your benefits for the new contract will be deleted and there is a new contract running time of 24 months.

I'm really sorry, but I can't offer you anything else.

BR,

Dany

[Abhiram]

Hi Dany,

Sorry for the late response, I was OOO. The order was placed through telephone hotline and they told that the conversation will be recorded to serve as future proof.

However, when I checked that my order is finalized with DSL 16, I contacted your customer care more than 5 times over Whatsapp and telephone to change my plan to DSL 100 and they agreed to do so. But none of them mentioned about the consequences of upgrade like you did. Otherwise, I would have cancelled my order within 14 days and took a new connection with DSL 100. Now, it's not possible to do so.

It's alright. I'm fine with DSL 16.

Can you please do me a favour? I was given a security package which is free for 2 months and I don't use it. Can you please deactivate it and send a confirmation?

Thanks and regards

Abhiram

[DanyG]

Hello Abhiram,

I'm really sorry that you wern't informed in that way.

Concerning the security package you can send me a pm with your customer number and password.

BR,

Dany

[Abhiram]

Hello Dany,

thanks for your response. That's alright. You gave the accurate information. I should have contacted you/vodafone forum instead of sending a message on Whatsapp to Vodafone customer care.

I have sent my details over a PM about deactivating my security package. If you need any more details, please let me know.

Best regards

Abhiram