{"id":35654,"date":"2023-09-16T00:01:07","date_gmt":"2023-09-15T23:01:07","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=35654"},"modified":"2023-09-16T06:44:38","modified_gmt":"2023-09-16T05:44:38","slug":"voxi-confuse-customers-with-incorrect-10-unlimited-data-offer","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2023\/09\/voxi-confuse-customers-with-incorrect-10-unlimited-data-offer.html","title":{"rendered":"VOXI Confuse Customers with Incorrect \u00a310 Unlimited Data Offer"},"content":{"rendered":"

Some of VOXI<\/a>’s existing contract-free mobile operator customers, which is a UK virtual operator (MVNO) sibling of Vodafone<\/a>, have complained after the provider appeared to misleading offer them a \u00a310 unlimited data (mobile broadband) deal to prevent them from switching away – only to later decline to honour it.<\/p>\n

The situation first came to our attention earlier this month after one of VOXI<\/a>’s customers, Nathan, who was paying \u00a310 per month for their 30GB (data) plan, decided to request a PAC (switching) code and move to iD Mobile<\/a> instead. Shortly after this, and upon selecting the “Keep my plan<\/em>” option on VOXI<\/a>’s member account page, they noticed a very attractive deal (i.e. unlimited data, but for the same \u00a310 price) – no caveats or terms were mentioned.<\/p>\n

Naturally, Nathan opted to take the deal and stick with VOXI, which would have been fine had the operator honoured it. But instead, the customer found that their tariff remained stuck on a 30GB allowance and, after several live chats and a Director’s call, VOXI appeared unable to honour the deal. A second customer has since confirmed that they could also see the same offer, even after VOXI had refused to offer it to the first customer.<\/p>\n

At this point we got involved and asked VOXI to clarify why they were offering a deal to customers that they couldn’t honour, which some might view as mis-selling.<\/p>\n

A Spokesperson for VOXI said:<\/strong><\/p>\n

“We\u2019re looking into what happened here and we\u2019re sorry for the confusion. In the meantime, we have resolved this issue with the customer by honouring the deal we advertised.”<\/p><\/blockquote>\n

Nathan soon informed us that VOXI had actually moved him on to their ‘VOXI For Now<\/strong><\/a>‘ social tariff, rather than a standard unlimited tariff, which does indeed offer unlimited data at \u00a310 per month (the customer was eligible for it too). But the catch is that, officially, ‘For Now’ only does this for a period of just 6 months, and after that they\u2019ll switch you over to their standard \u00a310 a month plan (usually with a 15GB allowance).<\/p>\n

The operator confirmed this was correct to ISPreview, before adding that their “team continue to look into the situation … and will continue communicating with the customer directly<\/em>.” As a side note, while we were investigating all this, the original \u00a310 unlimited offer continued to be displayed to existing customers. But the story doesn’t end there.<\/p>\n

VOXI later informed Nathan that his unlimited data plan “may not expire<\/em>” (i.e. suggesting that the unlimited data period would run beyond 6 months), but upon seeking clarification of this the support team eventually “confirmed<\/em>” to Nathan that “we don’t currently offer any incentive digitally for customers looking to leave, so the information shown for Unlimited Data was incorrect<\/em>.” The operator added that they are “really sorry<\/em>” about this and were now working to “remove any wrong information<\/em>“.<\/p>\n

However, the issue above wasn’t the only one that Nathan picked up on during the course of his ordeal, with the customer noting that the T&C<\/a>‘s for their VOXI For Now plan still claimed that EU roaming was free, with a 20GB allowance for data.<\/p>\n

The operator later responded to confirm that the related T&C’s hadn’t been updated since 27th June 2022 and that they’d since introduced their new EU Roaming Passes<\/strong>. “This means that VOXI customers would now need to opt-in for one of our Roaming Passes in order to roam in the EU<\/em>“, said the operator to Nathan.<\/p>\n

The operator’s support team said they’d asked the “webpage team<\/em>” to review and, “if necessary<\/em>” update the incorrect terms. Nathan did, however, get a free 15-day roaming pass out of all this and a \u00a310 account credit on top, so at least that’s something.<\/p>\n","protected":false},"excerpt":{"rendered":"

Some of VOXI’s existing contract-free mobile operator customers, which is a UK virtual operator (MVNO) sibling of Vodafone, have complained after the provider appeared to misleading offer them a \u00a310 unlimited data (mobile broadband) deal to prevent them from switching away – only to later decline to honour it.<\/p>\n","protected":false},"author":1,"featured_media":35698,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[99,96],"class_list":["post-35654","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-asa","tag-vodafone"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"\nVOXI Confuse Customers with Incorrect \u00a310 Unlimited Data Offer - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Some of VOXI's existing contract-free mobile operator customers, which is a UK virtual operator (MVNO) sibling of Vodafone, have complained after the\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2023\/09\/voxi-confuse-customers-with-incorrect-10-unlimited-data-offer.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"VOXI Confuse Customers with Incorrect \u00a310 Unlimited Data Offer - 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