V5102102467_VAH Caf Form_AL_V3.indd

Vodafone Home
connection
application form
Vodafone
Power to you
V5102102467_VAH Caf Form_AL_V3.indd 1
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Vodafone Home connection application form
Agreement date:
Agent name:
Z
/E
/
Contract length:
Customer details and connection information
18months
Please tick
Service details
Main phone number for service
Time at address
years / months
UAN/CRN
Occupancy status
Current provider
Alternative/work number
Customer account number
Email address
Vodafone mobile number
Bill preference
Date of birth
Vodafone customer number
Full name
dd / mm / yyyy
Service options
Address
Broadband only. No landline, internet only
Up to
24MB
*Current number
Simply Broadband
Fibre
€
Alternative contact number
*Current service provider
Prepay
Pay monthly
PSTN based services such as monitored alarm / some TV services may
will
not be compatible
*No. of mobiles in the household
Prepay
Pay monthly
Signature
Home phone and broadband
Value add-ons
Up to
24MB
Unlimited international landline
Family Essentials
Worry Free Family
Unlimited international mobile
Unlimited international landline
and mobile
€
€
Broadband speed check
Unlimited Vodafone mobile calls
Mbps
Line prequalification
Initial
Simply Talk
The extras
Preferred day/s
Time
Home phone only
Unlimited calls to all Irish mobiles
Engineer appointment
Fibre
AM/PM appointment
Engineer install (required)
Would you like us to bring over any ancillary services
Yes
No
Transfer all
Yes
No
Non WLR Customer (please list)
Walk away working
Powerline
F-secure
HomeView
Extension kit
Name (please print)
dd / mm / yyyy
Authorised signature
Date
From time to time Vodafone and its agents may contact me in writing, by telephone or means of email or text message regarding specific offers or information on products or
services or market research. By ticking in the relevant box I have indicated to Vodafone that I do not wish to be contacted by that method and Vodafone has recorded these as part
of my application.
Text
I hereby acknowledge that I accept and agree to be bound by the terms and conditions in relation to
Vodafone’s Landline and Fixed Broadband services and in relation to any selected Add-On (the “Terms and
Conditions”). I further acknowledge that a copy of the Terms and Conditions has been provided to me prior
to signing this contract and that I agree to be bound by such. Acceptance of this application is subject to
status and a satisfactory credit check which may involve third parties. If successful, the order will be initiated
immediately with the Losing Operator.
Data Protection Notice
The information in this form may not be used for any purpose other than that for which it is intended.
I understand that services provided by Vodafone may be different from those services provided by the Losing
Operator. You have my authority to disclose such information regarding the numbers quoted above. By signing
this form, I authorise Vodafone to cease my Fixed Broadband service with the Losing Operator in respect of the
above telephone number(s) in conjunction with the successful provision of Fixed Broadband from Vodafone.
I authorise my current provider to activate the above changes on my behalf. I accept that I am responsible
for the discharge of any obligations in reference to the service provided by the Losing Operator and I wish
to proceed with the provision of Fixed Broadband service with Vodafone. I understand that I may only avail
of the transfer of Fixed Broadband service to Vodafone once I have discharged any obligations in reference
V5102102467_VAH Caf Form_AL_V3.indd 2
Call
Email
Post
to the service provided by the Losing Operator. I accept that there may be some downtime in conducting
this change. I also authorise my current provider to transfer the designated voice telephone lines and their
associated call management services to Vodafone. I understand that my current provider will activate a
facility so that all calls on these lines will be handled by Vodafone and this will override any alternative service
provision options already in place.
I am authorised to act on behalf of the household or company in this matter. To ensure the efficient provision
of facilities such as directory enquiries and telephone line fault handling, my current provider retains the
customer name, address and telephone service details. This data is also passed to Vodafone. I consent to the
retention and sharing of such data in order for service to be provided to me.
I authorise my current provider to transfer all or only those lines/ancillary services listed above.
You can amend your marketing communications preferences at any time by calling
Vodafone on 1800 200 234 or log onto vodafone.ie
For detailed Terms and Conditions see vodafone.ie
Please note any change to your marketing preferences can take up to 7 working days to take effect.
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Simply complete this mandate for either bank or credit card direct debit and return it to Vodafone Ireland Limited, MountainView,
Leopardstown, Dublin 18.
Please pay your current Vodafone bill in the usual way. When we receive the fully completed mandate, we will set up your account
for the direct debit payment option you have selected on your next Vodafone bill.
Your bank or credit card account is debited fourteen days from the issue date of your Vodafone bill.
Customer details
Your name and address
Contact number
Option 1 – SEPA Direct Debit Mandate
Creditor name and address: Vodafone Ireland Limited, MountainView, Leopardstown, Dublin 18.
Creditor identifier: IE82SDD305949
Bank details
Customer name on Bank or Building Society Account: (Deposit accounts not acceptable)*
International Bank Account Number (IBAN)*
Bank Identifier Code (BIC)*
SEPA Direct Debit Mandate
Date*
/
/
Signature 1*
Signature 2*
Upon set up of your SEPA direct debit, a confirmation letter will be sent to you
confirming your account number and your Unique Mandate Reference (UMR)
By signing this mandate form, you authorise Vodafone Ireland
to send instructions to your bank to debit your account,
and your bank to debit your account in accordance with the
instruction from Vodafone Ireland. As part of your rights,
you are entitled to a refund from your bank under the terms
and conditions of your agreement with your bank. A refund
must be claimed within 8 weeks starting from the date on
which your account was debited. Your rights are explained
in a statement that you can obtain from your bank.
UMR
Option 2 – Continuous Credit Card Direct Debit
My/Our Visa/Mastercard credit card no.*
Expiry date*
Date*
/
Cardholder signature*
/
/
Signature 2*
Customer acceptance
Name (print)
Authorised customer signature*
Title
Sales agent name (print)*
We hereby acknowledge that we accept and agree to be bound by
the Terms and Conditions overleaf. We further acknowledge that a
copy of the Terms and Conditions have been provided to us prior to
signing this contract and that we agree to be bound by the Terms
and Conditions. Acceptance of this application is subject to status
and a satisfactory credit check which may involve third parties.
Date
DD/MM/YY
*Required field
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Vodafone Home broadband
Customer order quality checklist
Welcome to Vodafone Home broadband. To help us maintain the highest level of customer service and ensure that your order is processed properly,
please take a moment to read over this document. If you’re happy that the process has been followed correctly, simply fill out the checklist and sign it:
Are you in a contract with your current provider?
Yes
No
I understand that I have signed an agreement to change from my current landline provider to Vodafone at Home.
Yes
No
Do you accept that any charges and/or termination fees between you and your current provider are your responsibility?
Yes
No
I have committed to an 18 month contract term with Vodafone for my landline/broadband services.
I understand that I have ordered broadband which is subject to availability and that speeds may vary subject to a number of conditions.
I confirm that I am the current telecom account holder at the stated address.
I understand that payment by direct debit is mandatory for Vodafone Home customers. I also understand that I can pay by
other means before the direct debit collection date if I wish.
I understand that all ancillary services associated with my lines will also migrate to Vodafone Home.
Broadband only
Simply Broadband
Standalone broadand services will not have an active landline which means PSTN based services such as monitored alarm/some TV services.
Signature
Home phone only
Simply Talk
Home phone and broadband
Family Essentials
Worry Free Family
I understand that it can take up to 10 days for my phone services to switch over and up to 15 days after that, for my broadband
to change over. For non WLR customers and/or where there are no active lines, timelines may be longer.
I confirm that I have ordered a new modem.
Yes
No
Price
Engineer Install.
Yes
No
Price
I have ordered walk away working.
Yes
No
Price
I have ordered Vodafone Powerline.
Yes
No
Price
I have ordered Vodafone F-secure.
Yes
No
Price
I have ordered an Extension Kit.
Yes
No
Price
I have ordered Vodafone HomeView.
Yes
No
Price
I’m providing the following Vodafone mobile number to avail of exclusive offer
Did the agent show you an official badge and documentation?
Yes
No
I confirm that the My Vodafone representative answered all my questions and they presented themselves in a courteous, informative
and professional manner. If you have any other feedback on the agent, please feel free to email [email protected]
Package
Price
Contract length
Customer name
Agreement date
Customer signature
Customer landline number
Vodafone representative name
Signature
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DD / MM / YY
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Now you’re ready to enjoy
Vodafone Home
What happens next:
1. If you’ve ordered a new modem, we’ll deliver it to you by special delivery 2-3 days before
your broadband service goes live.
2. We’ll send you a welcome letter to confirm your order.
3. We’ll send you an email or letter confirming when your Vodafone Home has gone live.
Important notice for setting up your modem
Using a new modem from Vodafone
If you have ordered a new modem from Vodafone, it will come with a step by step guide to
help you get started. You do not need to enter a username and password, you simply ‘plug
and play’ your new Vodafone modem.
Using an existing modem
If you are connecting to Vodafone using your existing modem, you will need to change
your username and password on the modem in order to access the internet. When your
broadband goes live, you’ll receive a letter containing instructions on how to do this. When
prompted, enter your username and password as follows:
Username: [email protected]
Password: broadband
Please keep the above login details safe for when your Vodafone broadband goes live.
If you have any queries, please don’t hesitate to contact us:
Simply call 1907 to speak with our Best Start team from your landline or mobile. Vodafone
pay as you go customers can dial 1747 and you can always pop us an email to
[email protected]
To manage your account, view your bills online and more,
log onto our self care site:
■ Vodafone at Home customers log onto My Vodafone at Home
at vodafone.ie/athomeselfcare
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Terms and Conditions
The following is a summary of the Terms and Conditions that shall
apply to the services being provided. The full Terms and Conditions are
available at vodafone.ie certain Terms and Conditions you sign up to
will be guaranteed for the duration of your contract (and if changed you
shall be entitled to terminate) whereas others will change from time to
time. (a) The General Terms and Conditions and certain other Terms and
Conditions identified in your Service specific terms will be deemed
“Core Terms and Conditions”.
The Core Terms and Conditions can only be changed by Vodafone giving
you thirty (30) days’ notice. In the event of any such alteration, you shall
have the option to terminate the Service without penalty during that
30 day notice period. (b) Any services which we have not committed to
providing you with for the entire duration of your contract with Vodafone
will be subject to “On Demand Terms and Conditions”. If you have
accessed specific On Demand Services within the previous 30 days then
changes to these specific services will be notified to you in the same
way as changes to Core Terms and Conditions.
For the avoidance of doubt you will not be entitled to terminate your
contract for a change to On Demand Terms and Conditions. The
following services shall be considered On Demand Services: i. Content
services; ii. E-mail/Storage services; iii. Directory Enquiry rates and
services; iv. International Call rates and services; v. Premium Rate
Services.
1. Terms and Conditions
1.1 This Agreement shall commence on the Commencement Date
and shall continue for the Minimum Term of the applicable Service and
thereafter shall continue on a month by month basis until terminated.
1.2 Connection to the Network shall be conditional on the customer:(a) maintaining a satisfactory credit rating and providing Vodafone with
such financial security as it requires; (b) providing valid proof of identity/
address and such evidence of residency in Ireland as required;
(c) truthfully and accurately completing the application form and
providing such other information as Vodafone may request.
1.3 Any waiver, concession or extra time permitted by Vodafone is
limited to the specific circumstances in which it is given and does not
affect the rights of Vodafone under this Agreement in any other way.
2. Definitions
2.1 “Access Provider” means the company which provides the
Customer’s telephone line(s) and associated telephone number(s), from
which Vodafone rents such line(s) and number(s);
2.2 “Commencement Date” means the date when Vodafone accepts
the Customer Application and connects the Customer to the Network.
Vodafone will communicate an estimated Commencement Date to you
in advance but this date is not guaranteed;
2.3 “Minimum Term” means the term as set out in the Application Form
commencing on the Commencement Date unless otherwise agreed
between the parties;
2.4 “Termination Charges” means the termination charges applicable to
each of the Services.
3. Services
3.1 In supplying the Services Vodafone will use its reasonable skill
and care but cannot guarantee fault free performance. Vodafone does
not warrant that the Service will be suitable for specific Customer
applications or that the operation of the Service will be uninterrupted or
error-free. Vodafone does not warrant that the Service will support or be
compatible with any applications or other services which the Customer
uses in conjunction with the Services.
3.2 The Customer agrees that from time to time it may be necessary for
Vodafone to temporarily suspend the Service during periods of repair,
essential maintenance or alteration or improvement to Vodafone’s
network or otherwise in accordance with the law.
3.3 Vodafone reserves the right, at its discretion and without prejudice
to any other provisions of this Agreement, to issue such reasonable
instructions concerning the use of a Service as it considers necessary.
3.4 Vodafone may change its Service delivery methods or platforms
from time to time which may require the Customer to change
Equipment and/or Equipment settings to continue to avail of the
Services.
4. Suspension of the Service
4.1 Vodafone may immediately, without notice, temporarily bar,
suspend, restrict, and/or disconnect the Customer’s use of the Service
wholly or partially for any valid reason.
4.2 Vodafone shall use reasonable endeavours to contact the Customer
prior to any such suspension of the Service.
4.3 The Customer shall remain liable to pay the Charges throughout any
period of suspension of the Service.
5. Customer Use of the Service
5.1 The Customer undertakes not to use or permit others to use the
Service or the Equipment (a) for any improper, immoral or unlawful
purpose; (b) in any way that may cause degradation of service levels
to other customers or in any way jeopardises, impairs, interrupts or
interferes with the integrity or security of the Vodafone network or the
quality of Service; (c) to send unsolicited commercial communications
or promotional material or in contravention of Data Protection
Legislation.
5.2 The Customer shall indemnify and hold Vodafone harmless against
all liabilities, claims, damages, losses, expenses and proceedings
howsoever arising from or in any way connected with any breach of this
clause 5 by the Customer.
6. Payment
6.1 Vodafone may at its discretion provide an online bill to the Customer
as default for the Service. If the Customer requests a paper copy of the
bill (or is provided with a paper copy because a valid email address was
not given for online billing) or requests a hard copy of a previous bill, a
fee will be charged.
6.2 All Charges and other payments due to Vodafone shall be paid in full
by the Customer by the due date for payment set out in the Vodafone
invoice. Vodafone may apply a late payment fee.
6.3 Vodafone reserves the right to apply a charge as set out in the Tariff
Sheet for each occasion a direct debit payment fails provided the failure
is not caused by Vodafone.
6.4 Should the Customer disagree with any charges shown on the
Customer’s bill, the Customer must lodge a complaint in accordance
with Vodafone’s Code of Practice, prior to the due date for payment.
Notwithstanding any complaint, all invoiced amounts shall be paid on
the invoice due date pending the outcome of the complaints procedure.
7. Liability
7.1 Vodafone shall not be liable for any delay, failure, interruption, or
deterioration in the Service, howsoever arising.
7.2 Vodafone shall have no liability to the Customer for any loss or
damage caused by unauthorised third party access to Services or the
Equipment.
7.3 Vodafone disclaims all representations, warranties, guarantees,
terms or conditions of any kind, whether express or implied, including
but not limited to implied undertakings regarding quality of service
implied under Section 39 of the Sale of Goods and Supply of Services
V5102102467_VAH Caf Form_AL_V3.indd 6
Act, 1893 and 1980, to the fullest extent permitted by law and the
customer agrees that is fair and reasonable.
7.4 Under no circumstances shall Vodafone be liable for any loss or
damage arising as a result of: (a) the failure of the service or equipment
due to the incompatibility of the service with any equipment
not supplied by Vodafone; (b) the acts and omissions of other
telecommunication operators (including the access provider);
7.5 Under no circumstances shall Vodafone be liable to the customer
or any third party whether under contract, tort, statute or otherwise,
for any indirect, economic, special or consequential loss, loss of profits,
loss of data or loss of use of data, howsoever arising as a result of
the customer’s use of the Service or the Equipment or otherwise in
connection with this Agreement.
7.6 Without prejudice to the exclusions of liability set out in this clause,
Vodafone’s entire aggregate liability to the customer or any third party
for any and all claims, howsoever arising out of or in connection with this
agreement and whether under contract, tort, statute or otherwise, shall
not exceed the lesser of (i) the total charges paid by the customer to
Vodafone in the 12 months prior to the date of the last event giving rise
to such claim(s) and (ii) €1,000, provided that this shall not operate to
exclude any minimum liability imposed by statute.
8. Termination
8.1 Neither party may terminate the Agreement during herein. Should
the Customer terminate the Agreement during the Minimum Term, the
Customer shall be required to pay the Termination Charge.
8.2 After the Minimum Term either party may terminate this Agreement
or any of the specific Services on giving the other thirty (30) days’
written notice.
8.3 Vodafone shall be entitled to terminate this Agreement and cease
providing the Services forthwith without notice if: (a) the Customer is in
material breach of this Agreement; (b) the Customer is in breach of any
term of this Agreement and has failed to remedy such breach within
30 days; (c) any information supplied by the Customer to Vodafone is
false or misleading;(d) Vodafone is obliged to comply with an order,
instruction or request of Government, ComReg, an emergency service
organisation or other competent authority;
8.4 On termination of the Agreement, all Charges accrued by the
Customer together with any Termination Charges shall become
immediately due and payable.
9. Use of Information
Vodafone shall process your personal data (as defined in the Data
Protection Legislation) in accordance with the Data Protection
Legislation and Vodafone’s Privacy Policy. Vodafone may use Customer’s
contact details from time to time to contact Customer about Vodafone
promotions, products or services which may be available to Customer
or to send Customer details of such promotions, products or services.
The Customer hereby explicitly consents to such contact while the
Customer is availing of the Service and for a period of 12 months after
the Customer ceases to avail of the Service.
10. Miscellaneous
10.1 In the event that a customer upgrades/downgrades from one
Service as specified on the Application Form to another option, the
Charges for the higher/lower option will apply with immediate effect.
The customer will be given a new Minimum Term which will take effect
from the date the upgrade/downgrade is applied.
10.2 In the event that a customer agrees to avail of a promotional
offer, the customer may be subject to a new Minimum Term as agreed
between the parties as part of the terms of the offer.
11. Termination Charge
11.1 If the Customer exercises its right of cancellation the monthly
Charges which are required to be paid in advance by the Customer shall
not be refunded on termination of this Agreement for any reason.
11.2 Neither party may terminate the Agreement during any applicable
Minimum Term other than as provided herein. Should the Customer
terminate its Agreement during the Minimum Term, the Customer shall
be required to pay a fee equal to the balance of the remaining unexpired
Minimum Term (the “Fixed Line Termination Charge”) as specified in the
tariff sheet, and authorises Vodafone to debit the Fixed Line Termination
Charge from the Customer’s bank account.
11.3 Where the customer has availed of a discount, free equipment or
other promotion relating to the Agreement and terminates within the
Minimum Term an amount equal to the value of any such promotion,
free equipment or discount, pro-rated to the unexpired portion of the
Minimum Term may at Vodafone’s discretion be reckonable for the
purposes of calculating the Termination Charge.
12. Broadband Services
12.1 The Customer must have an analogue direct exchange line, which
terminates on a master socket forming part of the PSTN network;
12.2 The Customer’s landline line must be within the service availability
area;
12.3 If the Customer has any type of phone monitored home/business
alarm system on their phone line, provision of the Service will be
conditional on a splitter being installed on the line and the Customer
will need to contact their alarm service provider to ensure that a splitter
is installed; the Customer’s line must pass all prequalification testing
carried out by Vodafone and/or the Access Provider and the line must be
capable of activation for the Service at the exchange.
12.4 The Customer acknowledges that the bit rates in respect of the
Fixed Broadband Service as indicated by Vodafone, may be reduced by
contention within the Network from time to time and these speeds
are not guaranteed. Speeds indicated are line speeds and not data
transfer speeds.
13. Next Generation Access/Fibre Broadband Services
13.1 These terms and conditions regulate your use of the Vodafone
Next Generation Access Fibre Broadband Service (the “Service”). These
Service specific terms and conditions apply in addition to the Fixed Line
and Fixed Broadband Terms and Conditions and any additional Service
conditions which you have signed up to. By signing up to the Service you
agree to be bound by these Terms.
13.2 The Service is subject to availability based on local exchange
upgrades and is not universally available to all customers.
13.3 The Service allows Customers to avail of faster broadband speeds
for use with other Vodafone Services.
13.4 In order to avail of the Service you must have a new high speed
phone port installed in your home or business. You must also facilitate
an engineer install at your home or business premises as set out below.
13.5 You will be required to sign an 18 month contract with us for
the Service. During this Contract period, you cannot recommit to a
subsequent contract where the new contract end date is before the
original agreement end date.
13.6 In respect of Broadband services, the Service will support
Broadband with a Voice Service (PSTN); or Standalone Broadband (PSTN
barred). The Customer acknowledges and accepts that in choosing the
Standalone Broadband product, the Service will not support existing
PSTN/traditional voice line dependent services such as, but not
limited to;
• Landline, and in particular calls to the Emergency Services
• Monitored alarm or panic/assistance button/service
• Fax Line
• TV Service using phone line
• Older TV set top boxes
• Any service that relies on the use of a traditional phone line
14. Fair Usage Policy
The following term applies to customers who sign up to Family
Essentials, Worry Free Family. The following fair usage policies apply:
14.1 Worry Free Family; fair usage policy of 5,000 minutes applies to
the total of all local & national landline calls made within each billable
month, 1,500 minute fair usage applies to the total of all Irish mobile
network calls made within each billable month & a 300GB fair usage
data allowance cap applies to Broadband usage within each billable
month applies.
14.2 Family Essentials; fair usage policy of 5,000 minutes applies to
the total of all local & national landline calls made within each billable
month & a 300GB fair usage data allowance cap applies to Broadband
usage within each billable month applies.
14.3 Simply Broadband; A 300GB fair usage data allowance cap applies
to Broadband usage within each billable month applies. This product
does not support voice.
If the customer exceeds these fair usage policies then they will be
charged in accordance with standard rates which can be found at
www.vodafone.ie/home-phone-broadband/charges, which rates may
vary from time to time and we reserve the right to terminate a contract.
15. Service Speeds
15.1 The Service speed is dependent on a variety of factors. Vodafone
does not make any guarantee or accept any liability in respect of Service
speeds. The customer accepts that the Service speed may vary from
time to time. Vodafone shall provide a Service speed of up to 100Mbps
in Fibre Broadband Enabled areas as determined by Vodafone, but ‘up
to’ speeds are not guaranteed. In areas where Fibre broadband is not
available, Vodafone will provide you an Up to speed of 24Mbps, provided
you are within an enhanced broadband area as determined by Vodafone.
In all other areas we will provision your line with a maximum speed of
up to 7.168Mbps.
16. Service Fit Out
16.1 Every new Service order request will require an engineer install
to fit the Service hardware at the master socket in the customer’s
home or business premises (“Service Fit Out”). The Service Fit out
will commence with an overview of the customer’s home or business
premises (“Customer’s Premises”) to ensure that the socket can support
the service. The Service Fit out will require works to be carried out on the
Customer’s Premises, which will include a change of phone socket in the
wall and any other works which may be required to complete the Service
Fit Out as deemed necessary by the engineer. The Service Fit Out will
be completed by an agent on behalf of Vodafone. Vodafone does not
accept any liability whatsoever for any loss or damage that may occur to
the Customer’s Premises during the Service Fit Out.
16.2 The Customer must have the Customer Premises ready and safe
for the engineer to arrange the Service Fit Out. At the time of placing
its order where a Customer has requested that an extension kit be
installed the Customer accepts full responsibility to ensure that there is
a clear and safe environment for the engineer to carry out the Service
Fit Out. This includes moving any furniture likely to obstruct the path
of the extension kit cable prior to the arrival of the engineer. Under no
circumstances will an engineer engage in such activity and Vodafone
reserve the right to charge for any additional time spent on site by
the engineer as a result of having to wait, or as a result of having to
reschedule the appointment due to the Customers’ Premises not being
ready for the Service Fit Out.
16.3 Modem Install – As part of the Service Fit Out the customer will
require a new Modem in order to receive the Service. It is the Customer’s
responsibility to have the Modem at the Customer Premises prior to the
Service Fit-Out.
16.4 Vodafone may also provide a Walk Away Working Service An
additional charge will apply for this Service. A Walk Away Working service
consists of one device connected in your home or business that ensures
that the customer can browse the internet. The Walk Away Working
service will consist of unpacking the modem and connecting one
customer device to the broadband connection.
16.5 Service Fit Out Appointments
In order to arrange a Service Fit Out appointment the Customer must
sign up to the new service via an 18 month contract. The customer
will then be notified with an appointment date and time (AM/PM).
If a customer wishes to reschedule this initial appointment, they can
do so without charge until 4pm on the previous working day, prior to
the appointment.
16.6 The Customer will be liable to pay a cancellation/penalty charge to
Vodafone in each of the following cases;
• If a Customer has not provided the necessary cancellation notice
period in respect of the scheduled Service Fit Out Appointment
(i.e. Up to 5pm of the previous working day) or does not answer
his/her phone within 10 minutes of the scheduled Service Fit Out
Appointment;
• If an engineer cannot gain access to a customer’s site due to a
3rd party access issue, for example within an apartment block;
• If the Customer refuses to allow the engineer onto their property
on the agreed appointment date;
• In the event that an extension kit is required and the Customer
Premises has not been cleared for the engineer to work. This can
include the removal of furniture or carpet etc.
• Where the environment is considered dangerous or unsafe to the
engineer, the works may not proceed but the cancellation/penalty
charge may be levied regardless.
If a customer has selected an engineer install for Walk-Away Working,
but has failed to collect their modem from the post office, this charge
will be levied against the customer.
16.7 For a full list of additional charges which may include some of the
following charges (depending on the service you require) please see the
list below or refer to http://www.vodafone.ie/home-phone-broadband/
charges
• Landline connection
• Installation fee
• Engineer modem installation
• Missed engineer appointment
• Disconnection
• Service Upgrade
• Service Downgrade
• Paper bill
• Paper copies of bills
• Direct debit failure
• Late payment fee
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