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Compensation over Vodafone problems in north Norfolk is welcomed

17:00 19 April 2013

Vodafone is offering compensation to users hit by coverage problems in north Norfolk. Picture: PA

Vodafone is offering compensation to users hit by coverage problems in north Norfolk. Picture: PA

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.

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