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Vodafone is charging me £25 a month for broadband I didn't ask for

Friday, May 13th 2016 by Phil Wilkinson-Jones

A Vodafone customer is stuck paying £25 a month for broadband she didn’t ask for – and has never used.

Rebecca Wilde, from Hyde in Cheshire, signed up to a mobile contract with Vodafone last September and a month later was offered a broadband service by the provider.

But despite declining the offer, Miss Wilde was sent a router and told the first month of her broadband deal was free.

The 25-year-old, who works as a customer service advisor for a school supplies company, has since had about £25 added to her phone bill each month.

Numerous phone calls to Vodafone – lasting between 30 minutes and an hour-and-a-half – have failed to resolve the situation.

Multiple visits to the Vodafone store in Hyde and attempts to talk to the company using live web chat have also been unsuccessful.

“I have done everything I can to get this resolved and am still getting nowhere,” Miss Wilde told Cable.co.uk.

“I have not signed any paperwork that I wanted or accepted the broadband. I can’t believe it has taken all this time and effort."

Vodafone launched its fibre broadband service last year, initially to existing customers in Manchester, Berkshire and parts of Hampshire and Surrey, and later to the whole of the UK.

Launching the service, the company promised customers a "great experience" but it has since been named the UK's most complained-about mobile provider.

Ofcom revealed in March that it received an average of 32 complaints per 100,000 Vodafone customers, rocketing from 20 per 100,000 the previous quarter and up from 15 per 100,000 in the same period in 2014.

'Really upset'

Miss Wilde said she had encountered "nothing but stress and inconvenience" since she signed up to the provider.

“I want the router collected as soon as possible and I want to be refunded back all the charges and also compensation for the stress and inconvenience and I will be looking elsewhere to buy my mobile phone contract out and setting up with another provider,” she said.

Miss Wilde added that she has also been charged for a Spotify subscription that was supposed to be included in her phone package.

“This is the first time I have used Vodafone and I have had nothing but stress and inconvenience with issues being ignored and not resolved.

“I am very disappointed as I was advised by people that Vodafone was a good service provider. I will not be recommending or using them again.

“I am really upset that this has happened and nothing is being done to help.”

After being approached by Cable.co.uk, Vodafone said it was sorry for the error and had cancelled the contract.

The provider said it would arrange a refund with Miss Wilde and offer her £50 "by way of apology".

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