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.

We’re working hard to get this set up for our customers on the CityFibre access network, which is expected to be ready in 2022.

To find out if you're with CityFibre or Openreach:

  1. Download the Vodafone Home Broadband app

  2. Scroll to the bottom of the dashboard and tap Account Information 

  3. Log in to your My Vodafone account

  4. At Choose your plan, pick Type: Broadband and tap Continue

  5. From the app homepage, you'll now see your VFC/VFP/VFH broadband reference

  6. If your reference starts with VFC or VFP then you're on the Openreach access network, if your reference starts with VFH then you're on the Cityfibre access network.

If you're in an Openreach area, under the Automatic Compensation Scheme you may be entitled to the following compensation for one of these issues: 

£8.40 per day

If your service has stopped working and isn't fully restored after two full working days

£26.24 per appointment

If your engineer doesn’t turn up, or cancels with less than 24 hours notice

£5.25 per day

If we don’t activate your service when we said we would (including the day it should have gone live)

Sorry, but we do not compensate you for landline outage issues if your phone service is supplied through your broadband (Digital Voice, or VoIP).

Show me more about Home Broadband and device pricing

We’ll pay compensation for up to 60 days and give you the right to leave with no early termination fee (ETF) at 30 days. If you leave and you’re due compensation, we’ll automatically credit your final bill.

If you’re having problems with your existing service, please get in touch or call 191 (free from Vodafone devices), or 03333 040 191 from any other UK landline or mobile.

If you’ve contacted us and we’ve confirmed your outage or issue, we’ll let you know there’s no need to continue to an agent – we’ll fix the issue and apply your compensation automatically. If an engineer has missed an appointment (without 24 hours’ notice) or if your service is late being installed, then you won’t need to do anything – we’ll work it out for you and be in touch.

Next, we’ll send you a message or email within 48 hours, and another once we know how much you’re owed. You’ll then get a credit on your next invoice, once we’ve applied it.