Vodafone Broadband Down? What to Do and What You’re Owed

Vodafone broadband down: what should you do first?

Vodafone broadband down is one of those problems that always seems to strike during a video call. This guide cannot tell you whether Vodafone has an outage right now. What it can do is walk you through what to try, who to tell and what you could be owed.

First, rule out the simple stuff. Vodafone’s broadband support page lists help topics for common problems, including “I can’t connect to the internet”, “My broadband connection keeps dropping” and “Vodafone router lights explained”. Vodafone also has a network status checker on its site, so check that before you spend an hour on your router.

Look at the lights on your router and compare them with Vodafone’s explainer. Restart the router if Vodafone’s help page tells you to. If everything on your side looks fine, report the fault.

One thing worth doing straight away: write down when you first noticed the problem and when you reported it. The compensation clock depends on the date you report the fault, so a note on your phone helps.

How do you report Vodafone broadband down?

If you have Vodafone broadband down, report it to Vodafone as soon as you know the problem is not on your side. Vodafone says that if you have a problem with your broadband, you should get in touch with it, and that after you report a fault it will tell you by text or email that it is reviewing your compensation eligibility.

Ofcom is clear on the rule for Vodafone broadband down and every other signed up provider. If your broadband or landline stops working, you simply have to report the fault to your provider. You do not need to ask for compensation separately for a repair delay.

Ofcom’s automatic compensation scheme covers residential fixed broadband and landline, so a Vodafone broadband down fault at home falls under it. Vodafone is one of the providers signed up. Others include BT, EE, Hyperoptic, Plusnet, Sky, TalkTalk, Utility Warehouse, Virgin Media and Zen Internet.

How much compensation do you get if Vodafone broadband is down?

If your Vodafone broadband down problem is not fixed after two full working days, you could get £10.34 for each day it stays broken. That figure comes from Ofcom’s automatic compensation page, and Vodafone’s own page quotes the same amount.

Ofcom says compensation amounts go up each year in line with inflation, so check the latest figures on its page before relying on the numbers here. Vodafone says the late repair payment starts from day 3 and covers up to 60 days of no service.

Work out your own position from the dates: the day you reported the fault, the day it was fully fixed and any days Vodafone says are excluded. Keep your texts and emails, because they show the reporting date.

Unless you agree otherwise, Ofcom says compensation will be a credit on your bill, and you should receive it no later than 30 calendar days after the loss of service is resolved. Vodafone says the credit goes on your account within 30 days of the issue closing, and should show on your invoice within 60 days.

When might you not get compensation?

Not every Vodafone broadband down fault qualifies, and the two sources describe the exclusions a little differently. Ofcom says you should get compensation even when the problem is caused by something beyond your or your provider’s control, such as extreme weather, strikes and third party acts, unless an exclusion applies. Its listed exclusions include loss of service caused by equipment or activity within your home, breaking the terms of your contract, or causing or preventing the repair yourself.

Vodafone’s page says it does not provide compensation if a fault was fixed within two days of reporting it, if a delay or fault was caused by you or a third party, or if it was caused by a matter beyond its reasonable control. It gives a broken broadband line caused by bad weather as an example.

Those two descriptions are not identical. If you think you are owed money and have been told you are not, ask Vodafone for its reasons in writing. Ofcom says that where a provider claims an exception applies, it expects the provider to tell you clearly why.

What if Vodafone broadband stays down?

You have options if Vodafone broadband down turns into days rather than hours. Vodafone says that if your issue has not been resolved within 30 days of reporting it, excluding the two working day period for a late repair, you have the right to cancel within 30 days without paying leaving fees. Any compensation you have received goes towards your final bill.

If you do not receive compensation you believe you should have, Ofcom says to raise it with your provider first. Unresolved complaints can go through an Ofcom approved alternative dispute resolution scheme. Our guide to the broadband ombudsman explains how that works, and our broadband compensation guide covers the rules for other providers.

If Vodafone broadband down keeps happening, it is fair to ask whether you want to stay. Staying put is the Do Nothing Default, and it can be an expensive habit. Our guide to broadband contract change rights shows when you can leave without a penalty.

Vodafone’s website footer also says home broadband plans rise by £3.50 a month each year on 1 April. That is worth knowing if you are weighing up whether to stay, so check the current terms on your own contract.

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