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:

  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/VFS/VFH broadband reference

  6. 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 you’re a Vodafone customer who’s had one of these issues, you might be entitled to compensation:

£9.33 per day

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

£29.15 per appointment

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

£5.83 per day

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

If you're in a CityFibre area, you may be entitled to the following compensation for one of these issues: 

£29.15 per appointment

If your engineer doesn’t turn up, or cancels with less than 24 hours notice when we you join Vodafone on the CityFibre network.

£5.83 per day

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

Make a claim for compensation

If you’re having problems with your existing service, call us on 191 free from your Vodafone mobile, or  03333 040 191 from any other UK landline or mobile.  

Once we’ve looked into your issue, we’ll contact you and let you know how much you’re owed. You’ll then receive a 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 contact you about this and apply your compensation automatically  

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

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