Always Connected

Updated 08/12/2023

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What is always Connected? 

  • Always connected is a solution that provides 4G Mobile Broadband back-up. 
  • In the rare event that a customer’s broadband goes down, the modem will automatically switch to our award-winning mobile network, keeping them seamlessly connected (or meaning no more online interruptions). 
  • The Always Connected 4G back-up kicks in automatically without them even knowing, and all the devices on their network will stay connected without the need to do anything - there is no need to sign in on all their devices again to a different Wi-Fi network. Always Connected is reliability and peace of mind that is not available with any other provider, keeping them connected no matter what happens. 
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How does it work? 

  • Always connected is a self-install solution.  
  • Once a customer’s broadband is installed, the customer will be posted the Always Connected device and a SIM card. Inside the Always Connected device box there will be a set up guide featuring a QR code to a video demonstrating the simple installation process.  
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How can the customer set it up? 

  • Ask them to open their Always Connected device and insert the standard size SIM card into the back of the device. 
  • Ask them to insert the Always Connected device into the USB (Universal Serial Bus) port at the back of their modem. 
  • The light on their Always Connected device should be flashing, as should the light under the “Mobile” label on the front of their Giga box modem. This means their device is set up and now in standby mode.
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What does the customer need it for? 

  • Normally the fixed broadband network will be how they connect to the internet.
  • However, in the unlikely event that their fixed broadband experiences an interruption, their modem connectivity will automatically switch to our 4G mobile network using their Vodafone Always Connected device.
  • All their devices will stay connected to the internet without them needing to do anything. When the issue is resolved the modem connection returns to your fixed broadband network as normal. 
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What is the always connected allowance? 

  • There will be a data cap of 300GB per month on the Always Connected device.
  • This is close to the average monthly usage of a typical fixed customer.
  • Approximately 99% of line faults are repaired within 10 days, so the risk of a customer meeting this limit is low.
  • The customer’s account will be topped up proactively with additional data add-ons if there is a prolonged fault with their service.
  • This ensures that the customer does not reach the data cap and guarantees that they are Always Connected. The 300GB data allowance will be renewed every month. 
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Who can avail of always connected? 

Converged Customers: 

  • Always Connected will be offered as our new Converged benefit, as it harnesses the power of our fixed and mobile networks to keep customers seamlessly connected and free from online interruptions.  
  • Existing Vodafone bill pay customers will be offered Always Connected free for 18 months when they sign up to Vodafone Broadband. It is added to a customer’s account as an add on with the converged €5 discount applied in addition to make it free. After 18 months the customer will be charged €5 per month for this service. Please ensure you make this clear to the customer. 
  • If a customer cancels their mobile plan during this period, they will start to be charged €5 per month for Always Connected as they will no longer be a converged customer. If a converged customer cancels Always Connected during their 18 months, they will continue to get the €5 discount until the end of the 18-month period. Customers should only be given the €5 converged discount (without Always Connected) if they know they don’t have 4G coverage in their home and won’t go ahead with the sale otherwise (e.g. the €5 converged discount can be used instead only to save the sale).

Broadband Only Customers:   

  • As well as being offered free to Converged customers, new and existing broadband customers who don’t have mobile can order Always Connected as an add-on for €5 per month and can cancel it at any time. As is standard charging practice, customers will also be charged pro-rata if the customer orders Always Connected mid-month.  
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How to add Always Connected on UFE? 

Ordering Always Connected as part of an FTC Order:

  • Please set up a customer’s broadband account as BAU.  
  • Once you have created the customer’s account, please navigate to the sales tab. Under the customers basket, please select ‘Broadband Backup’ under components. Here you will see Always Connected. 
  • Select Always Connected by selecting the toggle and ensure it is green. 
  • You will see Always Connected included in the customers basket as a €5 charge.
  • When scheduling a customer’s appointment as per below, please remind customers that their Always Connected device will be sent to them 2-3 days after their broadband has been installed. 

Existing Mobile customer adding Broadband and Always Connected: 

  • Please add Always Connected as described above. After filling in the customers Billing Profile, the below will be shown on UFE. Please make sure that ‘1 Mobile + Fix’ is selected in purple. 
  • This will show as ‘Mobile and Broadband 5 Euro discount’ on UFE  Please proceed as per BAU converged sale. 

Adding Always Connected to an existing broadband customer’s account:   

  • To add Always Connected, navigate to Manage Components then move the Always Connected toggle to green.
  • You must confirm the components and billing offer updates. 
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Applying an additional Data Add-On: 

  • The Always Connected device has a 300GB data limit, which will replenish each month.
  • If a customer has had to use it in a month, this will reset at the start of the next month. The customer’s account will be topped up proactively with additional data add-ons if there is a prolonged fault with their service and they use 300GB within one month. This is important as it is a legal requirement to ensure our customers are ‘Always Connected’ with this service. 
  • If a customer calls in asking for additional data to be added to their account, or if they say their Vodafone Always Connected device has stopped working – please validate the usage on their Vodafone Always Connected device and add additional data if necessary. 

Steps to add data add on:   

  1. Search for the customer’s account on UFE.                    
  2. You will be able to see how much data is left on the customer’s Always Connected device.
  3. If they have less than 50GB of data left on their account, please add additional data by following.
  4. To add additional data onto a customer Always Connected device please log into the customer’s account on UFE.
  5. Under the components tab, select ‘Data’ and ensure the ‘Data’ and ‘Data Add Ons’ toggles are both selected and green.
  6. You will see the ‘Always Connected Additional Data’ add on - please select this add on and make sure the toggle is green once selected.
  7. You will see the add on has been successfully added under the ‘Manage Components’ section.
  8. Please submit and close. 
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In what scenarios will Vodafone Always Connected work/not work?  

Vodafone Always Connected will only work when there is a total loss of connectivity on your fixed broadband network.  

If fixed broadband connectivity is still present, though perhaps slower than normal, the 4G backup connection will not kick in.  

This is because Vodafone Always Connected will only start when a complete loss of connection occurs.  

Loss of connectivity on the fixed broadband network may be because of: 

  • Alterations to connections and wiring inside their home. 
  • Any local or exchange faults on their broadband. 
  • Fallen lines due to building work. 
  • Storms, high winds, or adverse weather conditions that cause damage to the fixed broadband network.  

Vodafone Always Connected will not work if: 

The modem does not have power e.g. if there is a power outage in their area, the modem will not be powered and Vodafone Always Connected will not work. 

  • Our 4G mobile network is down at the same time as their broadband - but this is highly unlikely. 
  • There is any damage to the modem.  
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How can we detect if the customer is misusing the always connected allowance (Don’t inform the customer): 

The Always Connected device will only work when plugged into a customer’s Giga box broadband modem.

We will be actively checking if customers are using their Always Connected device and do not have a broadband issue.

We will stop the customers' use if they continue to misuse their Always Connected device. If they do have a broadband issue, we will add more data. 

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