Smart Living | Everything you need to know

How to contact and complain to Vodafone UK customer care

Some customer issues are easy to sort out for yourself, but if you need get help from Vodafone, here's how.

If you’re a Vodafone broadband or mobile customer in the UK, you might be surprised to learn how easy many problems are to sort out for yourself.

But if you still need help, we give you the best ways to contact customer services.

Help! Poor mobile signal in my area. What should I do?

Please consult the Vodafone UK signal checker to find out if there is a known issue in your area. You can also sign up to receive alerts about any planned engineering works coming your way. If the checker indicates there isn’t a known problem, there are some troubleshooting steps you can take before reporting a signal issue.

Otherwise please contact Vodafone UK customer care by phone or webchat (see below).

How do I get help with Vodafone home broadband issues?

There are some steps you can take to remedy common WiFi signal issues and to check your home broadband speed.

If you still need help, or if you have questions about installation and engineer visits, please contact Vodafone UK customer care by phone or webchat.

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Where is my new phone?! How can I check my order status?

You can check the status of your order using this online order tracker. To do so, you will need your order number. This will start with WEB, SBL, EDM or UC4, followed by a 16-digit number. You should be able to find this on your order confirmation email.

Who do I contact to upgrade my phone or SIM-only plan?

To see what upgrade offers and options are available to you, log in to your account using the My Vodafone app or Vodafone UK website. If you need advice on which offer or option is right for you, please contact Vodafone UK customer care by phone or webchat. Or visit your nearest Vodafone store in the UK.

I’m confused about roaming charges. How do I find out more?

Find out all the information about Vodafone’s most recent changes to roaming charges for UK customers.

Before you set off on your travels, it’s worth checking what charges apply in your destination(s) using the Charge Checker. You can then, depending on what suits you, set spending limits or purchase a European roaming pass.

If you have a question about the roaming charges on your bill, please contact Vodafone UK customer care by phone or webchat.

How to I report a lost or stolen phone?

If your Vodafone mobile is lost or stolen, please report it by completing the dedicated online form, or by webchatting with or calling Vodafone UK customer services.

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Where’s my VeryMe Rewards offer?

To get help with VeryMe offers, open the My Vodafone app and tap on the Rewards button. The VeryMe screen will appear. Tap on the Help button in the toolbar at the bottom of the screen. This is where you’ll be able to get assistance.

How can I stop receiving unwanted marketing materials from Vodafone?

You can change your marketing preferences using the My Vodafone app or website.

Could you be eligible for a priority fault repair?

Vodafone believes everyone has the right to be connected, and that connectivity is particularly important for vulnerable customers.

How do I find out what personal information Vodafone holds about me?

You have the right to ask for a copy of the personal data that Vodafone holds about you under the Data Protection Act and General Data Protection Regulation (GDPR). This is called a Subject Access Request (SAR) – you can do this as an individual or as an authorised party on behalf of another individual.

There’s a Vodafone UK webpage with a step-by-step Subject Access Request guide dedicated to helping you do this.

How do I close the Vodafone account of someone who has died?

Coping with a bereavement is difficult enough without having to worry about admin. So Vodafone UK has a specialist bereavement team that you can contact by phone. If you don’t wish to speak to anyone, there’s also an online form you can complete instead.

Here’s a list of the information you’ll need to have to hand.

How can I get copies of old bills? How can I get VAT bills?

To access your old bills, try logging into the My Vodafone app on your Vodafone mobile or the My Vodafone website on a computer. If you need PDF versions of your bills, you’ll find them by logging in to the My Vodafone website on your computer.

If you need a VAT receipt, there’s a dedicated webpage with a step-by-step guide to help you.

Vodafone and bereavement: Everything you need to know

When there's a death in the family, admin is the last thing you want to think about, which is why Vodafone has a dedicated UK bereavement team in place to help you through the contract cancelling process.

How can I contact Vodafone UK customer services?

You can contact Vodafone customer care by webchat or over the phone by dialling:

  • 191 from your Vodafone mobile while you’re in the UK,
  • 0333 304 0191 from a landline or other mobile (standard charges apply),
  • 0044 7836 191 191 from your Vodafone mobile when you’re abroad (free from a Vodafone mobile)

How long will I have to wait on hold?

No one likes to be on hold – Vodafone tries to answer all customer calls as quickly as it can. While you’re waiting, try Vodafone’s online chatbot Tobi – it can help with many common queries. And on the Tobi support page you can also try searching through the archive of help articles. You may find what you need there.

What are the Vodafone UK customer service opening hours?

On Monday-Friday, the phone lines are open 08.00-22.00. On weekends, the phone lines are open 08.00-20.00. If you need to report a lost or stolen phone, you can ring in 24/7.

Roaming with Vodafone in 2023: Everything you need to know

Whether you’re travelling to an EU country or further afield, here are the facts about charges for using your phone abroad.

How can small business customers contact customer services?

There are separate phone numbers and web chats for Vodafone Business customers, depending how many employees you have.

What is Vodafone UK’s customer services email address?

Please contact Vodafone customer care by webchat or by phone. That way, they will be able to direct your query to the right care team able to help with your issue. If you try sending messages to email addresses that third-party websites mistakenly claim belong to Vodafone customer support, or to Vodafone addresses outside the UK, it will take you much, much longer to get the help you need.

How do I make a formal complaint about Vodafone?

Go to the dedicated Vodafone complaints webpage and follow the step-by-step guide to ensure your complaint reaches the right team.

I’m a Vodafone customer outside the UK. How can I get help?

Please contact Vodafone in your home country. Vodafone customer care in the UK only has access to the details and accounts of UK customers.

This article was originally published in November 2022 and was last updated in April 2024.

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