Cancellation of Cable and TV services when contract ends

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kharris

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Topic # 150452 23-Jul-2014 15:21

I rang Vodafone to enquire about cancelling my current cable services (Broadband and Vodafone TV with Sport/Movies/Soho).

To my pleasure the call to Vodafone was answered immediately.... not sure if I was lucky or this is normal now, but well done Vodafone.

The CSR spoke to the the customer retention team and confirmed my current cable and TV contract ends on 12 August 2014. The CSR told me that I could ring on 13 August and cancel my services immediately without charge and that I was not required to give 30 days notice of cancellation. I said thought I was required to give 30 days notice and they again confirmed I wasn't required to do this.

However I have just re-read the terms ad conditions and it says that I am required to give 30 days notice.

Which one is correct? I don't want to cancel when my contract ends and then find out I have to pay for an additional month.

I would just like to add that I am very happy with the Vodafone services I am getting and am only cancelling due to moving (new house has existing services).

Thanks.

Kirk

trig42

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Reply # 1094280 23-Jul-2014 15:31

Have you got the CSRs name? Did you get a ticket number of any sort?

Will make it easier to cancel on 13th August without any fuss if you can prove you were told you didn't need to give a months notice.

I would be tempted to call back and book the disconnection (and hope they do not do it straight away).

kharris

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Reply # 1094282 23-Jul-2014 15:38

trig42: Have you got the CSRs name? Did you get a ticket number of any sort?

Will make it easier to cancel on 13th August without any fuss if you can prove you were told you didn't need to give a months notice.

I would be tempted to call back and book the disconnection (and hope they do not do it straight away).

Thanks trig. No I do not have the persons name and there was not ticket lodged as it was simply an enquiry at this stage. I don't want to book a disconnection as I don't want to be disconnected by accident (and I don't know the exact dates of my move yet). I was hoping a Vodafone rep might be able to tell me what normal protocol was. If I can disconnect immediately then I am happy, but if this information sounds incorrect I would rather know.

Kirk

mattwnz

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Reply # 1094287 23-Jul-2014 15:47

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When I call a call centre, I always ask for them to send me an email confirming anything like that. Otherwise email them the same enquiry, and keep the reply so you have got a record of it. The T&Cs in writing will be correct, and will be used if it turns into a dispute, so you will need anything else in writing that contradicts the terms.

NikT

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Reply # 1094303 23-Jul-2014 16:11

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Hey there,

You're not required to give thirty days' notice for the cancellation of cable broadband & TV service*, but it is dependent on technician availability - cable services are charged a month in advance, and when terminated, pro-rate to the date of disconnection. The 30 days in the Ts&Cs effectively covers the potential turnaround on a tech attending.

I'd probably not recommend calling up the day before your contract ends, as there may not a tech available to attend the following day. They can be booked a few weeks in advance, however. :)

They're physical disconnections, and the techs collect the cable equipment when doing so, making it pretty difficult to have it go ahead unintentionally. That said, if it's difficult to be there on the day, they can do it externally, and a prepaid courier bag can always be sent to collect equipment/it can be dropped off at any Vodafone store.

Hope that helps clarify - and sorry to hear you're leaving!

Cheers,

- Nik

*30 days' notice is required for the removal of SKY channel packages. This does not apply if you're discontinuing the entire service, however.

Product Manager @ PB Tech

https://pbtech.co.nz/smartphones

kharris

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Reply # 1094309 23-Jul-2014 16:16

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NikT: Hey there,

You're not required to give thirty days' notice for the cancellation of cable broadband & TV service*, but it is dependent on technician availability - cable services are charged a month in advance, and when terminated, pro-rate to the date of disconnection. The 30 days in the Ts&Cs effectively covers the potential turnaround on a tech attending.

I'd probably not recommend calling up the day before your contract ends, as there may not a tech available to attend the following day. They can be booked a few weeks in advance, however. :)

Hope that helps clarify - and sorry to hear you're leaving!

Cheers,

- Nik

*30 days' notice is required for the removal of SKY channel packages. This does not apply if you're discontinuing the entire service, however.

Thanks Nik. I appreciate that. I have no doubt I will be back at some point in the future.

Cheers
Kirk.

Kirk