Compensation for broadband
If you’ve had an issue with or delay to your service that wasn’t your fault, you could be eligible for compensation. Find out what you may be entitled to, how it’s credited, and any reasons you may be refused compensation.
Compensation depends on your network
You will either be on a CityFibre, Openreach or Community Fibre network. To find out which one you're on, follow these steps:
Download the Vodafone Home Broadband app and log into your account
Tap View account, then log in
At Choose your plan, pick Type: Broadband and tap Continue
From the app homepage, you'll now see your VFC/VFP/VFS/VFH/VFL Broadband ID
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 your reference starts with VFL, then you're on the Community Fibre access network
If Openreach or CityFibre provide your service, and you’ve had one of these issues, you might be able to get compensation:
Late repair: £9.98 per day
If your broadband stops working and isn't fully restored after two working days of reporting it. £9.98 is paid for each day after your first two days without service (up to a maximum of 60 days).
Late appointment: £31.19 per appointment
If your engineer doesn’t turn up or cancels with less than 24 hours’ notice.
Late activation: £6.24 per day
If we don’t activate your service when we said we would (paid up to a maximum of 60 days from your original confirmed activation date).
If Community Fibre provide your service, and you’ve had one of these issues, you might be able to get compensation:
Late appointment: £31.19 per appointment
If your engineer doesn’t turn up or cancels with less than 24 hours’ notice.
Late activation: £6.24 per day
If we don’t activate your service when we said we would (paid up to a maximum of 60 days from your original confirmed activation date).
What we don't provide compensation for
There are occasions where you won't be eligible for compensation. These include:
If your fault was fixed within two days of reporting it to us, excluding bank holidays and weekends.
If a delay or fault was caused by yourself or a third party. For example, if an engineer couldn’t gain entry to your home, or landlord permission was not granted in time and the appointment was cancelled.
If the fault was caused by a matter beyond our reasonable control. This could include a broken broadband line caused by bad weather.
Your VoIP phone line had a fault, but you didn’t lose your broadband service. If both your broadband and phone line have a loss of service, you will be compensated for one service, not both.
How to apply for compensation
If you're experiencing issues with your broadband, please get in touch with us.
After you've reported a fault or delay in activation, we'll let you know, through text or email, that we're reviewing your compensation eligibility.
What happens after you apply for compensation
We'll get in touch with you up to 30 days after your issue has been resolved, to let you know if you're eligible for compensation. If you haven't been contacted within this time, you are not eligible for compensation.
If your issue hasn't been resolved within 30 days of reporting it (excluding the 2 day working day period for late repair) you'll have the right to cancel within 30 days, without paying leaving fees. If you choose to leave and have received compensation from us, this will automatically go towards your final bill. If there is any credit remaining, this will automatically be transferred to your bank account.
How you'll receive compensation
If you’re owed compensation, credit will be applied to your Vodafone account within 30 days of the issue being closed. This credit will automatically be used to pay your Vodafone bills and can be seen on your invoice within 60 days. If you cannot see the credit on your invoice after 60 days of your issue being resolved, please get in touch with us.