Vodafone customers have been handed an early escape route from their contracts following an Ofcom probe into its communication of new, overseas use charges.
Ofcom intervened after the network chose to let customers know about its “Roam Further” charges via a text message.
Roam Further, which the network added to its service earlier this year, allowed Brits to use their monthly allowances in 60 countries for a flat rate of £6 a day.
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However, those who used the service were seeing £6 a day charges, even if they sent just a couple of texts a day. Such sparse usage would normally cost much less.
The UK communications regulator said it had “concerns about the clarity of that text message” and decided to intervene (via BBC).
Broken rules
Ofcom pointed out Vodafone had broken rules surrounding changes to contracts. Under current laws subscribers must be given 30 days to agree to the changes, or have the ability to exit their contracts.
Instead of providing customers with information on how to opt out “in the main body of the text or email” Vodafone linked out to a separate webpage from the text.
As a result, those customers affected can now leave their contracts without being subject to fees.
In a statement Vodafone defended its Roam Further initiative saying it “removes the feat of bill shock.”
The network added: “We took on board Ofcom’s views about notifications and will be sure to follow them.”
Were you fooled by Vodafone’s communications as pertains to Roam Further? Will you be exiting your contract? Drop us a line @TrustedReviews on Twitter.
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Editorial independence
Editorial independence means being able to give an unbiased verdict about a product or company, with the avoidance of conflicts of interest. To ensure this is possible, every member of the editorial staff follows a clear code of conduct.
Professional conduct
We also expect our journalists to follow clear ethical standards in their work. Our staff members must strive for honesty and accuracy in everything they do. We follow the IPSO Editors’ code of practice to underpin these standards.
