Keep connected
Maintaining the reliability and capacity of our network is our number one priority during the COVID-19 (Coronavirus) outbreak.
Latest important updates
Stay up-to-date with the latest information that might affect how you use our network and what we're doing to keep the UK connected.
Keeping our network reliable
We’ve added extra capacity to our broadband and mobile networks to help them cope with any extra demand as more people work from home. That, along with the billions we’ve invested in the last five years, means that they’re strong and robust, and as reliable as possible for you.
Important information about contacting us
We're doing our best to maintain all lines of communication so that our customers can get the support they need. Read more to learn about the best ways to stay in touch.
How we are re-opening our retail stores
Max Taylor, Consumer Director, explains how and why Vodafone is adopting a phased re-opening of its retail stores and details the safety measures the company is taking to keep colleagues and customers safe.
Published on 3 June 2020
Staying connected
We've put together some useful information for those of you who are working from home, our Pay monthly, home broadband, and Pay as you go customers.
Using your phone
There are several things that you can do thanks to our network that’ll keep you connected to your loved ones, like setting up WiFi calling, making conference calls, calling friends and family abroad, and more.
Here are some useful links and tips that’ll help you get the most out of your phone to stay connected.
Working with your home broadband
If you’re using a Vodafone Home Broadband connection to work at home, know that we continually monitor your line and optimise the performance to make sure you’re getting the strongest Wi Fi signal possible.
Here’s some information on what you can do to make your home broadband work best.
More information for Pay as you go customers
There are multiple ways you can top up your phone if you can’t get into a store. Plus, we offer a range of services that’ll let you keep on top of your balance and give you options in case you run out of credit.
We want to make sure that you can stay connected if you’re on one of our flexible Pay as you go plans.
Frequently Asked Questions
Right here, on the dedicated NHS website.
It’s essential that people have access to the right health information. That’s why we’ve enabled all our mobile customers, whatever their payment plan, to access certain NHS websites – like www.nhs.uk and www.111.nhs.uk – without using any of their data allowance.
Find out more about what we’re doing to help you get the information you need here.
Please use the NHS 111 online service if:
- You feel you cannot cope with your symptoms at home
- Your condition gets worse
- Your symptoms do not get better after 7 days
Only call 111 if you cannot get help online.
In light of recent events surrounding the COVID-19 (Coronavirus) outbreak, our customers won’t be charged for deliveries from 27 March 2020 onwards.
You’ll be able to have your orders sent to your home address free of charge on weekdays. Deliveries can be scheduled for Saturday as a chargeable extra.
Home broadband deliveries are exempt and will continue to be charged as normal.
Please call 191 and we’ll book a repair through our call centre. We’ll post a bag out to you which’ll include a returns box for your device to be returned in.
Once your device is repaired, we’ll have your handset returned to you via courier.
You can track repairs online so you can follow your handset’s progress through the repair cycle.
We’ll contact you to let you know if your order or repair is impacted, and we’ll find the most appropriate solution for your order or repair to be completed.
Our main priority during this time is keeping the UK connected. If you want to find out more information on how we can support you during financial difficulties, please see here: https://vodafone.uk/Advice
If you're unable to pay your bill on time, you can contact us on 56677 to set up a promise to pay, or to review one previously set up.
How long does the offer last for?
Anyone who qualifies for the offer will receive free unlimited data for six months from the day the offer is activated. The offer can be applied for from 6th May until 6th June.
Who does this offer apply to?
The offer is open to all Pay Monthly customers on a limited plan who are NHS staff, or Care Workers working for professional care companies (including care homes and companies who offer care in the community).
How many customers can apply?
We’ll upgrade all NHS workers and the first 250,000 eligible Care Workers.
How will I find out if my unlimited data has been applied to my account?
We’ll let customers know when the data has been applied by text. Bear in mind that this could take up to seven days.
You can also check your balance on your My Vodafone app. It can take up to 24 hours for the app to refresh.
Can I claim this offer on behalf of someone else?
No. This offer is only valid for NHS staff or Care Workers. Any NHS staff or Care Worker who wants to redeem the offer must register with their own email address and phone number. Only one offer can be claimed per customer.
Where can I use this data?
Once activated, you can use your unlimited data at home in the UK, and in more destinations than any other UK network. See vodafone.co.uk/mobile/global-roaming for more information.
Please note that roaming data is capped at 25GB per month in included roaming destinations, and is charged at £6 a day in other roaming destinations.
Are there any restrictions on how I use my unlimited data?
Customers must use the unlimited data for personal and non-commercial use. The unlimited data must be used in compliance with our Acceptable Use Policy, which can be found at https://www.vodafone.co.uk/cs/groups/configfiles/documents/contentdocuments/vfcon058965.pdf
Aside from that, unlimited data lets you use as much data as you like without any speed or fair usage caps.
What if the offer cannot be added to my account?
We’ll let you know by text if there’s any reason the offer can’t be added to your account.
If you’ve recently changed your tariff, it could take up to seven days to apply for the unlimited data offer via the online form.
My unlimited data isn’t showing up in the My Vodafone app. What should I do?
If you’ve received a text from us telling that unlimited data is active, it could take up to 24 hours for the app to be updated.
Will the unlimited data stay on my account if I renew my contract or upgrade my plan?
Yes, the unlimited data offer will remain on your account for the full six months, unless you upgrade or migrate to an unlimited plan.
Will I be notified when my unlimited data offer is coming to an end?
Yes, you will receive a text message to let you know that your unlimited data has expired.
Legal terms
1. Offer Detail: Vodafone will be offering to its existing Pay monthly and Pay as you go customers working as NHS staff and as Care Workers Unlimited data for 6 months (the offer).
2. As part of the offer, Pay as you customers will also receive 6000 free minutes every 30 days for the duration of the offer.
3. Eligible Vodafone Pay Monthly and Pay as you go customers are:
a. NHS staff; or
b. Care Workers.
4. For Care Workers, the offer is available to the first eligible 250,000 Pay monthly customers and the first eligible 50,000 Pay as you go customers only.
5. To benefit from the offer, eligible customers must follow the registration instructions and redeem it at https://keepconnected.vodafone.co.uk by 23:59 on 26th June 2020
6. Any Pay as you go customer who has redeemed this offer will not be eligible for any other Pay as you go promotions until the 6 months of this offer has expired.
7. Pay as you go customers must:
a. have activated and verified the Vodafone SIM on the registration portal before 26th June at 23:59 to be eligible for the offer.
b. have an active 30 day Big Value Bundle worth £10 or above each month.
c. renew the Big Value Bundle worth £10 or above every 30 days to redeem the offer each month. You do not need to register and validate your credentials each month. Once registered and validated as eligible, this will be flagged on your account. You must renew your Big Value Bundle worth £10 or above each month, once renewed the offer will be automatically added.
8. After registering for the offer, an email will be sent to the email address you have provided in order to validate your registration.
9. Once the offer is validated, the extra data will be added to your Vodafone account within 7 working days. You will receive a text to confirm when your data has been added.
10. By accepting this offer, you are also accepting the:
a. Pay Monthly Airtime Agreement and Charges guide if you are Pay monthly customer; or
b. Big Value Bundles Terms and Conditions if you are Pay as you go customer.
11. Please note:
a. The offer can only be claimed once per person.
b. If you upgrade or change your plan during the offer, your unlimited data will end and the allowance of your new plan will start.
c. In our inclusive Europe zone destinations, a 25GB fair use policy will apply to the unlimited data. This means you cannot use more than 25GB of data in a 30 days period whilst you are roaming in our inclusive Europe zone destinations. For a list of destinations included see https://www.vodafone.co.uk/cs/groups/public/documents/webcontent/vfcon079682.pdf
d. The offer must be used in compliance with our Acceptable Use Policy, which can be found at https://www.vodafone.co.uk/cs/groups/configfiles/documents/contentdocuments/vfcon058965.pdf
e. All Pay as you go customers and Pay monthly customers who are already on an Unlimited data tariff cannot benefit from this offer.
f. If you already on an Unlimited tariff, you are not eligible for a discount or credit instead of this offer
g. We do not allow you to transfer this offer to someone else and we will not give you cash instead.
12. Whilst we will try and fulfil our obligations to run the giveaway smoothly, we’ll not be responsible if something happens that is beyond our reasonable control. We reserve the right to verify the validity of applicants for the offer and to disqualify you without notice if you tamper with the entry process or do not comply with these terms.
13. Vodafone reserves the right to withdraw, amend or cancel an offer at any time. If we do so, we will give you 30 days’ notice.
Version May 2020.
A message from Nick Jeffery, CEO Vodafone UK
We now have 100% of Vodafone UK contact centre staff working from home so we can serve you remotely.
We have equipped the Nightingale hospitals with network coverage and boosted broadband to ensure patients and staff stay in touch with loved ones.
We have helped NHS and vulnerable customers stay in touch with free unlimited data.
We are also pleased to share we have teamed-up with Imperial College London to help them with their fight against COVID-19.
There is more, we will continue to do more to help you and your families through this.
Take care,
Nick Jeffery, CEO Vodafone UK.
