Moves to compensate Vodafone mobile phone customers for coverage failures in north Norfolk have been welcomed by the local MP.

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Customers across a wide area including Sheringham, Mundesley, Aylsham, Cromer and North Walsham have been complaining of poor reception for weeks - even after the company claimed it had fixed them.

Vodafone, which has apologised to users, has also confirmed it would look at compensation claims where people had total failure of services for three days running.

MP Norman Lamb said: “I strongly feel that it is the right thing for them to do.

“Paying customers rightly expect a certain level of service, and if that isn’t delivered then it is only right that they should be reimbursed.”

Vodafone’s senior government affairs manager Aleyne Johnson told Mr Lamb the company: “We will reimburse customers, depending on their situation, and we are able to track how they’ve been affected on a location basis.”

Each case would be looked at on its own merits but Vodafone’s standard terms and conditions said it was “not able to offer a faultless service all the time.”

If there was a technical fault on its network that meant a customer could not use all the services for three consecutive days (voice, text, data) the company would credit their line-rental for the period the service was not available.

Vodafone also took out a full page advert in the North Norfolk News this week saying “We’re sorry” and saying engineers had been testing nine sites and found problems at the top of Aylsham water tower and a mast near West Runton, which had been resolved, but was carrying out more tests.

The moves come as local Labour party campaigners are due to have further talks with Vodafone over the problems.

Vodafone is asking people with continuing difficulties to email them on a special address northnortolk@help.vodafone.co.uk.

6 comments

  • 'Vodafone’s standard terms and conditions said it was “not able to offer a faultless service all the time.”' Interesting. I'm sure if we were all unable to offer a payment every month (Even though we have agreed to pay them regularly in return for a service!) we wouldn't be able to use a lame excuse like that to excuse it.

    Report this comment

    Dude2013

    Friday, April 19, 2013

  • Anyone else having problems with the email address as am getting a bounce back,

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    Casting Agent

    Saturday, April 20, 2013

  • What a pity it takes a rival political party for Mr Lamb to wake up to an important story like this. This happened with the ambulances too.

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    ElMac

    Friday, April 19, 2013

  • i got 50 pounds compensation so was really pleased.if you go on web page then contact us then fill in email form you normally get live help pop up.hope this helps..

    Report this comment

    kaz

    Saturday, April 20, 2013

  • Perhaps once they've sorted North Norfolk out, they will address the poor Vodafone reception in the rest of the county.

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    GoodRockinDaddy

    Friday, April 19, 2013

  • This isn't really a ground-breaking story. Vodafone have always said they will reimburse money - the issue is the money only gets paid when the problem is fixed. At the moment the company denies there are these faults, and so until those faults are accepted and fixed customers are struggling to get refunded. The frustration is over this miscommunication and that's why we are petitioning for your stories at vodafonenfk.com

    Report this comment

    Jono

    Friday, April 19, 2013

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