New research from Vodafone reveals the average UK adult will spend just over two weeks struggling to read texts and swiping over cracked glass before taking action.
The most common way phones are damaged is by dropping them on the floor; other ways Brits break their mobile include dropping them in the loo and accidentally sitting on them.
Vodafone publishes new research in line with the expansion of its affordable, reliable, same-day ‘Fix & Go’ repair service to eight new UK stores – with more locations coming later this year.
The UK is believed to spend around £680million [1] each year fixing its devices – making repairs expensive and inaccessible for the average phone user.
The study comes as Vodafone expands its new ‘Fix & Go’ service, offering affordable, reliable, same-day repairs, no matter your network.
The service – which can fix phones on any network, including out-of-warranty devices – is available at Vodafone stores in London, Cardiff, Edinburgh, Belfast, Plymouth, Burnley, Southampton, Swindon, Hanley and Sunderland. With more cities set to follow, customers can get affordable, reliable same-day repairs no matter what network they are on.
‘Fix & Go by Vodafone’ has found that the most commonly requested repairs are screen and battery replacements, followed by more complex repairs like camera lens replacements.
For most Brits, getting their mobile fixed follows a ‘PHO-MO’ moment when their broken device ruined an important event or made their daily life that little bit harder one time too many.
The frustration of not being able to use your phone properly, and stay connected to friends and family, peaks at 15.5 days for the average user – though it differs with age.
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A cracked screen is by far the biggest motivation to find a fix for nearly three quarters (72%) of the nation, according to the study.
Around a third of respondents said being unable to read messages (36%) or being fed up with the cracks (36%) was the main reason for seeking a repair.
Nearly 2-in-10 (17%) Brits say they finally decided to get their phone fixed after being unable to charge their phone due to a faulty connection or battery, while 1-in-10 (12%) said missing an important call proved the final straw.
Older mobile users are the least concerned about a broken handset; nearly half (47%) of baby boomers are living with a damaged device.
On average, a mobile owned by Brits in the 60-78 age group remains damage-free for 5.4 months, and it takes them 12.3 days to get a broken device repaired.
Meanwhile, a fifth (22%) of Gen Z currently have a faulty handset and average 16.5 days to get it fixed, according to the study.
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Brits aged 18-28 are the most accident-prone phone users, taking just an average of 3.7 months before damaging their mobile.
Less than 2-in-10 (15%) millennials say they’re living with a broken phone; Brits in the 29-43 age group persevere 15.4 days before finding a fix.
Gen X – aged 44-59 – take the longest to get a repair at 16.9 days, while 3-in-10 (30%) say they’re currently living with a damaged device.
The main reasons for putting off getting a phone fix include time without a phone (56%)*, not having the time (31%) and costs (31%), with more than 1-in-10 users (16%) unsure where to go for a repair.
Phone users in London appear the most accident prone, with the average handset surviving just 3.9 months before being damaged.
Meanwhile, users in Edinburgh are the most careful; the average handset in the Scottish capital lasts 4.9 months unscathed.
The research also revealed the most common ways Brits damage their phones, painting a picture of just how easily accidents can happen in everyday life.
Top five ways Brits damage their phones
Water damage - including rain or sink mishaps
6%
Dropping it down the loo
5%
Sitting on it or keeping it in a back pocket
6%
Dropping it on the floor
67%
Don't know how I damaged it
9%
From cracked screens to battery failures, the findings show just how easily Brits can damage their device, and why quick, affordable and trustworthy repair options are essential.
Vodafone’s ‘Fix and Go’ service is available in 14 stores across the UK, including White City, London Stratford, Oxford Street Experience, Cardiff, Edinburgh Princes Street and Belfast Cornmarket. New locations since October include: Glasgow Buchanan Street, Brent Cross, Plymouth, Burnley, Southampton, Swindon, Hanley and Sunderland stores.
‘Fix & Go by Vodafone’ is available for devices on any network, as well as those with out-of-warranty handsets. Owners of Samsung, Apple or Google handsets will be able to get them fixed in-store, taking as little as two hours**.
The service offers consumers an affordable and reliable way to get their device fixed by Vodafone repair specialists in-store, with prices starting from £49 for a battery replacement or £79 for a screen replacement***. To keep devices protected, any parts replaced will be covered by a new warranty with Vodafone****.
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To provide this service, VodafoneThree is partnering with Fonehouse. The in-store repair service is using Fonehouse’s software, which combines an online booking tool with integrated stock management and intuitive repair processing to facilitate a seamless service for customers. Fonehouse provides Vodafone repair specialists with the necessary training and equipment to carry out any repairs quickly and to the highest standard.
The introduction of in-store repairs marks VodafoneThree’s first step towards expanding stores into service hubs, as well as places people can get great deals on devices and accessories.
Jon Shaw, Consumer Operations Director, VodafoneThree, said: “I’m delighted to announce we are expanding Fix & Go. It is a key milestone in our journey to become number one for customer experience, and it allows us to provide exceptional value to even more customers across the UK.
We know how important having a working phone is to customers. We also know that, historically, repairs have been too expensive and time consuming, so Fix & Go looks to solve these issues. We want to be number one for customer service and this is just one of the ways we are looking to set a new standard for our customers.”
For more information on Fix & Go or to find the nearest service to you, visit the Fix & Go website.
Stay up to date with the latest news from VodafoneThree by following us on LinkedIn and Twitter/X.
-Ends-
Notes to Editors
Initial sites launched on 14 July 2025, including White City, London Stratford, Oxford Street Experience, Cardiff and Edinburgh Princes Street. Additional stores launched on 13 October 2025, include Glasgow Buchanan Street, Brent Cross and Plymouth. The latest stores to launch on 27 October include Burnley, Southampton, Swindon, Hanley and Sunderland.
* Research conducted by Bolt Insights on behalf of VodafoneThree, using sample of 1,000 mobile customers aged 16 and above (April 2025).
** Level 1 and 2 repairs completed in two hours. These include screen replacement or repair to parts such as camera, battery, charging port, back cover.
*** Prices start from
£39.00 for a charging port replacement
£69.00 for a back glass replacement
£49.00 for a battery replacement
£29.00 for a camera lens replacement
£79.00 for a screen replacement
**** Warranty: 24-months for all replacements, apart from battery which is 12-months.
About VodafoneThree
VodafoneThree is the UK’s largest mobile provider serving fixed and mobile customers, formed following the merger of Vodafone UK and Three UK in June 2025.
Through an unprecedented £11 billion investment, VodafoneThree will build the UK’s best network. The network will deliver reliable, quality connectivity to all nations and regions, creating as many as 13,000 jobs and laying a digital foundation for the country’s growth ambitions.
VodafoneThree is the only mobile network operator with a fully funded, regulated and guaranteed network build plan, reaching 99.95% population coverage by 2034. From big cities to small towns, and everywhere in between, the company’s mission is to build the UK’s best network.
VodafoneThree is a private company, 51% owned by Vodafone and 49% owned by CK Hutchison Holdings. It encompasses all businesses and assets, including Vodafone UK, Three UK, VOXI Mobile, SMARTY and Talkmobile.
Vodafone UK is a technology communications company that connects people, businesses and devices to help our customers benefit from digital innovation. Our services span mobile, fixed-line connections, home and office broadband, and the Internet of Things (IoT).
We have a strong track record as a tech pioneer, making the UK’s first mobile phone call, sending the first text message, and making the UK’s first live holographic call using 5G in 2018. We were the first to start carrying live 5G traffic from a site in Salford, Greater Manchester and now have 5G in locations across Germany, Ireland, Italy, Spain as well as the UK. Meanwhile, our 4G network coverage currently reaches over 99% of the UK population.
Today, Vodafone serves more than 20 million unique full fibre premises in the UK through partnerships with CityFibre and Openreach.
For more information about Vodafone UK, please visit: www.vodafone.co.uk
