VODAFONE and Three Mobile have revealed how their merger will affect customers and unveiled a new rule to cancel contracts for free.
From July, customers will be able to take advantage of a new “Just Ask Once” promise which aims to solve complaints quickly.
As part of the service, users will be able to message with a customer service member through the Vodafone app.
The move aims to speed up how customers’ problems are handled and cut down the time users are placed on hold.
Initially, only Vodafone customers will be able to use the service, with a date for when it will be rolled out to legacy Three users yet to be confirmed.
Customers will be able to message with the person handling their complaint directly and will receive regular message updates until the issue is resolved.
Mobile and broadband users facing problems will also only have to deal with one staff member handling their complaint.
The mobile and broadband giant said if the issue isn’t resolved to the customers’ satisfaction, they will be able to “simply part ways without penalty”.
Typically, customers are charged an exit fee if they wish to end their contract early. Even if they are unhappy with the service.
These fees vary depending on the provider and the remaining months on the contract.
If you are unsure if you will be charged an exit fee, you can check your contract terms or contact your provider.
Vodafone’s customer service number will still remain open for customers if they wish to call and speak with staff directly.
Earlier this week, the pair completed a £15billion mega-merger, creating the UK’s biggest mobile network with over 27million customers.
The tie-up was first announced in 2023 but faced a probe by the competition watchdog, which was worried about the negative effect on consumers.
The Competition and Markets Authority feared it could substantially reduce options for mobile customers and lead to higher bills.
The CMA gave the thumbs up in December, as long as the two firms agreed to invest billions of pounds to roll out a combined 5G network across the UK.
They were also told to offer shorter-term customer protections requiring the merged company to cap certain mobile tariffs for three years.
ALL CHANGE AT VODAFONETHREE
Alongside improving customer service, bosses aim to pump premium 5G service to 99.5% of the population by 2034.
The pair also plan to open two customer care centres are opening in Belfast and Sheffield.
Vodafone and Three both operate their own stores across the country but the company says it has “no planned retail redundancies”.
The move has been backed by Chancellor Rachel Reeves, who said: “I’m delighted that that this huge investment is being made in mobile phone network infrastructure.
“Better connecting people with families, loved ones and work by providing stronger, more widespread 5G coverage.”
WILL PRICES RISE?
Analysis by Jamie Harris, Assistant Technology and Science Editor at The Sun
All these changes sound pretty exciting – but most customers will be wondering if it will cost them more.
VodafoneThree says its mobile network boost comes at “no extra cost”.
And bosses have insisted as much to get the deal over the line for months.
Vodafone’s CEO Margherita Della Valle told BBC Radio 4’s Today programme in December that the merger would cause “no extra costs from public funding and no extra cost for our customers”.
The company has had to agree to a number of legally binding commitments to win the approval of the competition regulator CMA.
One of those was a cap on “selected mobile tariffs and data plans” for three years.
As things stand Vodafone, Three and sub-brands VOXI, SMARTY and Talkmobile, will continue to sell their own mobile products, so it shouldn’t result in less choice or competition.
