Vodafone PC Protection

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GoranZ

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#232075 28-Mar-2018 08:51

So Last week I get a random email form Vodafone saying they have signed me up for Vodafone PC Protection. I have VDSL and phone line with Voda (no fibre in my street till next century)

I don't want or need this service and although free for 3 months its $10 per month after so I log into "My Vodafone" and cancel it.

Today I get a new email saying I have been signed up again (with a new start date)

So I have gone in and canceled .. again.

Anyone else seeing this or just me ?

Anyone else they are self enrolling may not know how to cancel and be in the hole for $10 per month .. especially the less technically inclined.

Vodafone people might know the answer to these questions .. Why do I keep getting signed up to a service I don't want and how are you going to help those that dont realise whats going on.

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#1984693 28-Mar-2018 09:03

Maybe a commission involved for someone? Can be hard work chasing up permission

Linux

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#1984733 28-Mar-2018 09:41

@mikehales should follow this one up

John

GoranZ

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#1984739 28-Mar-2018 09:49

Update .. at 9:41am I get the "your PC protection has been cancelled" email

at 9:42am I get a new "Your Vodafone PC Protection license has been set up." email

Vodafone .. please stop signing me up for a $10 service I don't want !!!!

I'll hit the cancel button again .. if I get re-enrolled I might have to pick up the phone and yell at some poor minimum wage call center person.

Linux

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#1984744 28-Mar-2018 09:53

GoranZ:

I'll hit the cancel button again .. if I get re-enrolled I might have to pick up the phone and yell at some poor minimum wage call center person.

Do not yell at them!

Linux

GoranZ

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#1984746 28-Mar-2018 09:55

Linux:

GoranZ:

I'll hit the cancel button again .. if I get re-enrolled I might have to pick up the phone and yell at some poor minimum wage call center person.

Do not yell at them!

Linux

Its hard to convey sarcasm in text .. but having been one of these poor souls I would not yell

xpd

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#1984756 28-Mar-2018 10:08

GoranZ:

Update .. at 9:41am I get the "your PC protection has been cancelled" email

at 9:42am I get a new "Your Vodafone PC Protection license has been set up." email

Vodafone .. please stop signing me up for a $10 service I don't want !!!!

I'll hit the cancel button again .. if I get re-enrolled I might have to pick up the phone and yell at some poor minimum wage call center person.

Probably find its a "free" trial for 3 months but appears on the bill anyway (but not charged) and once the trial is over, the cancel option will work properly.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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GoranZ

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#1984796 28-Mar-2018 10:51

Well I cancelled it .. got an email .. and I have been subscribed again .. regardless of weather the 1st three months are free I should be able to cancel this thing.

Time to get on the phone

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MurrayM

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#1984832 28-Mar-2018 11:34

Vodafone's PC Protection is just an anti-virus package.

A friend of mine switched from VDSL to fibre a few weeks ago and Vodafone automatically included PC Protection as part of the package (a 3 user licence). I asked my friend what it was and she wasn't sure, just said that the person on the phone suggested it so she agreed to it. She thought it was something at Vodafone's end that would protect her connection and all her devices (desktop, phones, tablets, etc). When we looked it up and found that it was just an anti-virus package that she would have to install on her desktop but that wouldn't protect any of her other devices she decided to have it removed from her package. I quizzed her why she agreed to a 3 user license when she only owns one PC, and again she said that's what the person on the phone had suggested.

jjaz

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#1985292 29-Mar-2018 10:22

I have had this experience this week too. The first time I emailed VF very sternly raising the ethical concerns of this type of behaviour and got a reply saying it was a random event and that they would be checking all other customers to ensure it wasn’t happening to them. Two days later I was randomly signed up again!

I emailed again - more sternly - and copied in the VF CEO email address. I’ve said if there’s no satisfactory response, I’ll complain to external authorities.

I’ll let you know if I get a reply.

yitz

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#1985303 29-Mar-2018 10:45

Where did you hear it was only for 3 months?

Their broadband plans page states it is included as part of the Ultra Home fibre package with no mention of a time limitation.

GoranZ

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#1985308 29-Mar-2018 10:51

My initial email said 3 month limited and I am only on vdsl. It's still pretty poor form but having to work with a wide range of telecommunications companies for a living it's not really a surprise.

Stu1

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#1985824 30-Mar-2018 08:47

I rang day I got email, they said it was a known fault and cancelled it. All the customers that got migrated to VOIP recently effectively are on a new package so it automatically applies the 3month free trial

jjaz

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#1987279 2-Apr-2018 19:39

Got an answer to my second email today... long and short, it’s part of the voip plan and they say they can’t remove it.

Note the assurance it will be free for the life of the plan.........

“Thank you for your email. We understand that you did not request to have the PC Protection activated on the account. Apologies for the confusion with regards to the email you have receive congratulating you on activating the said feature on the account.

The reason why you have receive the email notification for the PC Protection was due to the fix our team did on the plan you were upgraded to since your plan was change after the VoIP migration. This is part of the plan you are currently on and this is free for the life of the plan. We have already added the fix for this and you will not be charge for the PC Protection. Since this is part of the plan we cannot remove this on the account. If you do not wish to utilize the said feature it is very much okay., But in the event you would want to use this feature on your computer you can do so anytime. We can just provide you the code.

Rest assured that you will not be charge an extra $10 for the PC protection. We appreciate your continued feedback and will continue to work on improving our service. It was a pleasure assisting you and I hope I was able to answer all your queries.”

nakedmolerat

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#1987287 2-Apr-2018 19:56

@Linux:
@mikehales should follow this one up

John

we used to have @johnr to fix this!

MikeHales

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#1987293 2-Apr-2018 20:13

Apologies, there's a bug in the system. Don't cancel as will auto renew. If you don't activate then no charges.
Fix is in the works, should get details on when tomorrow.
3 months is free is standard offer, if you have ultimate home broadband package then PC protection is free anyhow.
Hope that helps.
m

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