Automatic compensation for Home Broadband
From June 2021, Vodafone joined the Automatic Compensation Scheme for broadband and home phone services using the Openreach access network.
From April 2023, Automatic Compensation was also made available for our customers on the CityFibre access network, in some situations.
To find out if you're with CityFibre or Openreach:
Scroll to the bottom of the dashboard and tap Account Information
Log in to your My Vodafone account
At Choose your plan, pick Type: Broadband and tap Continue
From the app homepage, you'll now see your VFC/VFP/VFS/VFH broadband reference
If your reference starts with VFC, VFP or VFS then you're on the Openreach access network, if your reference starts with VFH then you're on the Cityfibre access network.
If Openreach provide your service, and you’ve had one of these issues, you might be able to get automatic compensation:
£9.98 per day
If your service has stopped working and isn't fully restored after two working days. £9.98 is paid for each day after your first two days without service (up to a maximum of 60 days).
£31.19 per appointment
If your engineer doesn’t turn up or cancels with less than 24 hours’ notice.
£6.24 per day
If we don’t activate your service when we said we would or you’re waiting for activation which is delayed (paid up to a maximum of 60 days).
If Cityfibre provide your service, and you’ve had one of these issues, you might be able to get automatic compensation:
£31.19 per appointment
If your engineer doesn’t turn up or cancels with less than 24 hours’ notice when you join Vodafone on the CityFibre network.
£6.24 per day
If we don’t activate your service when we said we would or you’re waiting for activation which is delayed (paid up to a maximum of 60 days).
How will I know if I am eligible for automatic compensation?
We’ll text you if you’re eligible for auto compensation. If you don’t hear from us, you don’t qualify.
Auto compensation is provided 30 days after your service is live. Credit will be automatically used to pay for future bills until it's all been used.
Remember, depending on the circumstances, you may not be entitled to compensation. Auto compensation is calculated from your installation date as confirmed by text message. The date you selected when buying broadband is a provisional date until confirmed.
Are you experiencing issues with your home broadband?
You can use our broadband support page to check your connection and get help with common issues.
You can also call us on 191 free from your Vodafone mobile, or 03333 040 191 from any other UK landline or mobile.
Compensation
If you have an issue and we’ve looked into it - we’ll tell you if you’re owed any compensation and when it will be applied. You’ll receive this as credit on your next bill.
Please don’t contact us to claim for compensation if:
You’ve already contacted us and logged an issue. We’ll work to fix the issue and apply your compensation automatically
Your engineer missed an appointment, or your service is late being installed. We’ll text you about this and apply your compensation automatically
Sorry, we don’t compensate you for landline outage issues if your phone service is supplied through your broadband (Digital Voice, or VoIP).