Automatic compensation for Home Broadband

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From June 2021, Vodafone joined the Automatic Compensation Scheme for broadband and home phone services utilising the Openreach access network.

We’re working hard to get this setup for our customers on the CityFibre access network, which is expected to be ready in 2022. We will keep this page updated with more information. If you are unsure whether you are on the CityFibre or Openreach access network, please follow the below steps:

  1. Go to the Vodafone Home Broadband App
  2. Scroll to the bottom of the Dashboard and tap the ‘Account Information’ button
  3. Log into your My Vodafone Account
  4. Where it asks you to Choose your plan, select ‘Type: Broadband’ and hit ‘continue’
  5. From the Dashboard page you will see your VFC/VFP/VFH Broadband reference
  6. If your reference starts with VFC or VFP then you are on the Openreach access network, if your reference starts with VFH then you are on the Cityfibre access network

If you are in an Openreach area, under the Automatic Compensation Scheme, you may be due compensation if you have one of these problems with your broadband and home phone service:

£8.06 per day

£8.06 per day

Your service has stopped working and it is not fully restored after two full working days

£25.18 per appointment

£25.18 per appointment

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

£5.04 per day

£5.04 per day

We don’t activate your service when we said we would, including the day it should have gone live

We don’t give compensation for your landline outages if your service is supplied using the broadband service (Voice Over IP).

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We’ll pay for 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.