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Vodafone: New and upgrading customers can leave within 30 days if they're not happy

Monday, April 11th 2016 by Ellen Branagh

Vodafone has introduced a new ’network guarantee’ allowing customers to cancel their contract within 30 days if they’re not happy with it.

The operator’s 30 Day Network Guarantee will give all new and upgrading mobile customers 30 days in which to try the service and leave – with no strings attached – if they're not happy.

Available to consumers and small businesses buying any of Vodafone’s bundles or devices, the guarantee will allow them to test the speed and strength of the network, Vodafone said.

The move comes after the number of complaints about Vodafone soared, making it the UK's most complained-about mobile provider according to the latest figures released from Ofcom.

The telecoms watchdog received 32 complaints per 100,000 Vodafone customers in the last quarter of 2015 – up from 15 per 100,000 in the same period the previous year.

The operator put the problems down to technical issues after it migrated its records on to a new billing system.

Announcing the new 30-day network guarantee today, Vodafone said the commitment leads the industry.

CEO Jeroen Hoencamp said: “This industry first guarantee, for all new and upgrading mobile customers, truly puts the needs of our customers at the heart of our business.

“We’ve invested heavily in our network and services over the past few years so we’re now giving our customers the freedom to really test the strength and speed of our network across the UK and, if they’re not totally happy, they can come back to us within 30 days and we’ll cancel their agreement – no questions asked.”

Vodafone said the move was a ‘mark of confidence’ in its network and services, in which it has invested more than £2bn since 2014.

The network guarantee will allow customers to test their new phone and the network before they fully commit, and will help them be sure they’ve made the right choice, the company said.

The guarantee applies to all new and upgrading pay monthly and pay as you go bundles bought directly from Vodafone through its 500 shops, online shop or over the phone.

Improvements to the Vodafone network include the expansion of its ultrafast 4G coverage to 821 cities, towns and districts as well as thousands of smaller communities.

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