Contact Vodafone Customer Service
Vodafone Customer Service Hours
Pro Tips for Customer Service Callers
- Vodafone’s lines open at 8am to 9pm, Monday to Sunday. However, peak times may fall around 6pm and 9am in the morning. This means that if you call outside of these hours then it may reduce the amount of time you have to wait before you speak to an adviser.
- In order to make sure your call is effective, it can be a good idea to write down which department you need to contact, as well as a bullet-pointed list of topics you want to discuss. The more specific these are, the more effective your call will be.
- Before you call, gather any information that you have relating to your issue. This could mean original purchase receipts, bills, emails, or other correspondence. By doing this you reduce the chance that you have to search around while on the phone to find accurate information. Although this takes a while, it can dramatically reduce the time spent on the phone and also means you have the relevant information to hand when it’s needed.
- Consider writing a list of desired outcomes for the call to keep you focused, and ensure that you call from a quiet location when you have enough time to discuss and don’t need to rush your conversation.
What to know when contacting Vodafone’s Customer Services
As a large telecommunications provider with many millions of customers, Vodafone has dedicated a significant amount of time and effort to ensuring it offers a quality Customer Service experience. Over the phone, the company is available in the United Kingdom from 8am to 9pm every day of the week, including weekends. However, the Vodafone Customer Service number UK lines may not be available on bank holidays.
- You should know that when you contact the Vodafone UK number to speak with Customer Service, you will at the first instance be directed towards a computerised listing of options. This is intended to guide you to the correct department and make your call efficient.
- You may wish to contact at a time that isn’t considered a peak-time, that is, hours when the lines are less busy, as this might result in a shorter wait time.
- If you’re calling with a handset or device related issue then it could be a good idea to call from a separate telephone. This is because you could be asked to reset your handset or complete other steps while on the phone.
Vodafone is one of the largest telecoms providers worldwide. Originally a British company and still headquartered in London, UK, it has services around the globe. Currently, it operates in Asia, Africa, Europe, and Oceania.
When looking at the company by volume, it is number five in the world by revenue, and the second largest in the world when considering the number of active connected phone lines. The company was estimated to have close to 500 million separate unique connections in 2016.
The company provides more than telecoms too, and now offers services including Information Technology packages to large corporations in over a hundred and fifty sovereign nations around the world.
It is currently one of the largest one hundred companies in the United Kingdom and is listed on the Financial Times Stock Exchange (FTSE) 100 index. The company is also secondarily listed in New York on the NASDAQ share index.
The overall value of the company has recently been estimated (2016) at close to 53 billion GBP, making it among the top ten on the LSE (London Stock Exchange).
It was originally established in 1982, as a subsidiary of an electronics company known as Racal Electronics. This company produced radio and telecommunications equipment for the army.
As such, it can be considered to have grown out of a company that was originally oriented towards military telecommunications.
The company continued to grow privately up until 1985, at which point it was offered to the public on the London Stock Exchange, with an initial offering of 20% of its value.
During the nineteen-nineties, the company briefly rebranded to Vodafone-Airtouch, before changing back in the early 2000s to be known as Vodafone Group Plc.
In 2013, the company attracted major interest and made headlines throughout the world after stating that it planned to sell one of its major assets, a 45% share of the American Verizon brand.
This turned out to be one of the highest value sell-offs in recorded financial history, tipping the scales at over one hundred and thirty billion dollars.
Nowadays, the company has expanded to offer its consumers an ever-growing range of products, and also operates a number of different initiatives, including a registered charity known as the Vodafone Foundation.
Above you’ll find helpful tips and guidance on how to contact them by calling the Vodafone contact number UK for a number of requests.
Answers to Common Vodafone Support Questions
Here are some answers to frequently asked questions we have found answers to when searching the internet. We want to be a helpful resource to help you find a solution fast. We are in no way affiliated or represent Vodafone. The information that appears on this website has been sourced publicly and we cannot guarantee the accuracy of the content as it may have changed or been updated.
I want to use my Vodafone device with another network – how can I unlock it?
To unlock your device, you may likely have to request a Network Unlock Code, or NUC by calling the Vodafone telephone number.
You should be able to request a NUC code from Vodafone online or over the phone. It may take a number of days to receive your unlocking code – the time span varies depending on what type of contract you have.
When you receive your NUC code, you should also receive an email from them explaining exactly how to unlock your device. After following all of these steps, your Vodafone should be unlocked and available to use on other mobile networks.
For those who purchased a Vodafone device from a third party and therefore are not their customer, you may not be able to request a NUC code immediately. Before requesting to unlock your phone as a non-Vodafone customer, you need to prove that it belongs to you.
The company recommends doing this by ordering a Pay As You Go Vodafone SIM card. It is free to order the sim card and using it for 30+ days should prove that you are the device’s owner.
After using the device as a Vodafone Pay As You Go customer for this amount of time, you may then be able to request a NUC code to unlock your phone.
What is the easiest way to activate my new Vodafone SIM card?
If you are a Pay Monthly customer, your sim card should be activated automatically, but it may take some time to start working.
If you are having problems using your new sim card for a longer amount of time than expected, get in touch with the Vodafone UK contact number to report the issue.
If you are a Pay As You Go customer, you may need to top up your phone and make a chargeable call to activate your sim.
However, if you ordered a free Pay As You Go sim from their website, they may need to activate the sim for you instead. If you ordered your sim online, try contacting the Vodafone UK phone number and asking them to activate your sim.
How can I add credit to my Vodafone device?
Call the Vodafone contact number for several options to top up your devices. You may be able to top up your phone at a store with their top up services or by buying a TopUp voucher.
Customers can also top up their phone by sending a text to the relevant number or by making a call to Vodafone customer service UK.
If you would prefer, you can add credit to your device by logging on to your online account or signing in to the My Vodafone app. There are also low maintenance options such as organising automatic top ups in advance.
I’m not sure what my device’s balance is – how can I find out?
The most popular ways to check your balance as their customer are via the My Vodafone app and your My Vodafone online accounts.
Some UK customers can also check their remaining balance or allowance on-screen by texting or dialling a number.
The current phone numbers to find out your balance can be found on their website or by calling the Vodafone UK telephone number on this page.
If you don’t have an online account and can’t find a contact number to receive an on-screen update, you may be able to find out your balance by calling the Vodafone customer service number.
Why can’t I send picture messages or use the internet?
If you cannot send picture messages or access the internet on your device, you might need to update your settings.
You may be able to change the settings yourself by sending a text to the relevant Vodafone number, which should be available on the website.
It could also be possible to fix the problem by manually changing the settings on your phone. More information on how to change your settings is available on the website or by calling the Vodafone UK customer service team directly.
My device is lost or has been stolen – should I contact the Vodafone helpline?
Call them as soon as you can to let them know your device has been stolen or lost.
They also recommend reporting the incident to the local police station if the device was stolen, as you may need to do so for insurance purposes.
What numbers can I call/text with my Vodafone allowance?
If you have a standard UK allowance of minutes and texts, you should be able to call standard UK mobiles and landlines using this allowance.
Keep in mind, standard UK mobile numbers usually begin with ‘07’ whereas standard UK landline numbers usually begin with ‘01’, ‘02’ or ‘03’.
You should be also be able to call your registered UK voicemail inbox using your Vodafone minutes.
Your UK Vodafone allowance cannot be used for calls or texts to overseas numbers, premium rate numbers, charity donations or competitions.
The allowance also does not cover picture messaging, video calls or calls and texts you make while overseas.
What is ‘My Vodafone’ and how can I use it?
‘My Vodafone’ is an online account management system available to their customers. You can register to use it on their website.
To sign up, you will likely need your Vodafone phone number, access to your Vodafone number to receive a security code, and a valid email address.
In some cases, you may also need your account number, PIN code or a Vodafone home phone number.
Once you have registered for the My Vodafone service, you should be able to view your account and bills by signing in on their website.
Using your online, you should also be able to update your home address and email address, view your allowance and usage, manage payments and direct debits, and change some of the settings on your device.
My Vodafone account has been locked – what should I do?
If your account is locked, it’s likely that you have entered the wrong username or password too many times.
You can receive a reminder of your username or reset your password by clicking the relevant link underneath the My Vodafone Log In boxes.
If you still cannot log in to your account after receiving a username reminder or changing your password, get in contact with the Vodafone customer care number UK.
Why has my credit run out when I haven’t made any texts/calls?
Vodafone’s Pay As You Go customers are often charged daily for using data.
To avoid a daily charge, either turn off your data in your phone settings or purchase a ‘Bundle’ that includes data.
If you purchase a Bundle, such as the ‘Big Value Bundle’ or the ‘Freebie Data Bundle’, you should be able to use your chosen allowance of data without being charged daily.
What is ‘Call Barring’ and how does it work?
‘Call Barring’ allows customers to block calls to or from certain numbers. This tool is often used to avoid charges to or from premium rate and overseas numbers.
To use Call Barring, sign in to your My Vodafone account and add or remove numbers in your Call Barring settings.
They recommend the Call Barring tool for account holders with more than one family member using a device that is billed to the same account.
By managing the Call Barring settings of all of the devices on your account, customers can avoid many unexpected expensive charges. Call the Vodafone number UK to discuss this further.
What is a ‘Data Cap’ and how can I switch it on/off?
A ‘Data Cap’ stops Vodafone Pay Monthly customers going over their monthly data allowance. Keep in mind, not all Pay Monthly plans have a Data Cap, but most of the plans arranged from May 2016 onwards will have the Data Cap in place.
Most Pay Monthly customers can turn their Data Cap on or off by editing the settings in their online account.
Alternatively, customers can request their Data Cap to be switched on/off in person at a Vodafone store or by calling the Vodafone phone number UK and speaking with their customer services team.
I use Vodafone’s accessibility services – can I get help managing my account?
Yes. You can use the ‘Protected Service Scheme’ to nominate a friend or family member to take care of your bill and account – simply get in contact with the Vodafone customer care UK team to make the request.
Keep in mind, you may have to have the contact details of your nominated friend or family member to hand.
Please note: The friend or family member may need to confirm that they are happy to look after your bill and your account. You should contact the nominee in advance to request their permission.
Can I get my bill in an accessible format?
Yes. Their bills are often available as audio files, in Braille or in large print. Get in contact with the Vodafone UK telephone number request your bill in an accessible format.
Can I add another phone to my Vodafone account?
Yes. Go to the ‘Offers For You’ page on your online account.
Any order or contract you sign up to on this page or via your Vodafone account should then be attached to the same account.
How can I find out my Vodafone phone number?
In most cases, you should receive the details of your Vodafone phone number with your new Vodafone SIM card.
If you don’t receive your phone number or you have lost it, you can find out what it is by dialing the relevant Vodafone UK phone number.
At the time of writing, customers can dial *#100# to receive a reminder of their phone number.
Can I keep my old phone number if I become a Vodafone customer?
Yes. To keep your old phone number, you need to request a PAC (Port Authorisation Code) from your current network provider.
Once you have a valid PAC number, go to the ‘Transfer Form’ page on their website and fill in your details. After this, they should attempt to transfer your number to your new SIM card.
Please note: As PAC codes have an expiry date, it’s important to use your PAC code as soon as possible.
I’m a Pay Monthly customer – how can I upgrade my contract?
Go to their website and log in to your My Vodafone account. Once you have signed in, you should be able to view your upgrade eligibility by going to the ‘Upgrade or Change Bundle’ page.
On this page, it should say whether you are eligible for an upgrade. If you are eligible and would like to upgrade, simply follow the relevant links to do so.
You may also be able to upgrade your contract via the My Vodafone App by going to the ‘My Products and Services’ page and clicking the ‘Your Bundle’ link.
How do I transfer content from my old phone to my new Vodafone phone?
If you would like to transfer content from your old phone, such as your contacts, music, photos or videos, you will likely have to do so via an online storage account.
Which online storage system you can use will depend on which devices you are moving content to and from.
In general, most content transfers to Android devices can be made by storing your old phone’s content on the Google Drive or OneDrive.
If you are transferring to iOS, you can transfer from an Android device with the Move To iOS App, and you can transfer from an old iPhone with an iCloud account.
If you are transferring to or from a Windows phone, you should be able to transfer content using Google Drive or OneDrive.
Once you have uploaded your old device’s content to the relevant online storage system, open the account on your new Vodafone phone and download the files.
If you have difficulty transferring your content, you may be able to find instructions for your device on their website.
How can I change my Vodafone plan?
If you would like to upgrade your plan, including your allowance of calls, data or texts, you can do so via your online account, by visiting a Vodafone store or by contacting the Vodafone contact UK number to speak with the customer service team over the phone.
Alternatively, customers who would like more allowance but do not want to change their plan can buy one-off Extras via their online account or on the My Vodafone App.
Keep in mind, if you would like to downgrade or reduce your plan, you may only be able to do so when you are eligible for an upgrade.
I’ve upgraded my Vodafone plan – what happens to the ‘Extras’ that I pay for?
If you have opted for Extras, such as Extra Minutes or Extra Texts, they will generally be transferred to your new plan.
However, if some of your Extras are not compatible with your new plan, such as Extra Texts with an Unlimited Texts plan, the company will usually attempt to cancel your future payments for this service.
Can I get 4G on my Vodafone phone?
Yes. However, you must have a 4G enabled device to be able to get 4G service, and you may be charged a fee to upgrade your account. In some cases, you may be eligible to get 4G enabled phone if your device is eligible for an upgrade.
To request a 4G upgrade or find out if you are eligible for one, simply contact the Vodafone customer services team.
I’ve made an order with Vodafone – can I track it?
Possibly. If you ordered a Vodafone product online, you should be able to track its delivery with their ‘Online Order Tracker’. You may need your order number and/or postcode to track your order.
If your order has been sent via DPD, you may be able to track it by following the link in your DPD confirmation email.
What can I do with my old mobile phone?
You may be able to trade in your old device in exchange for cash or credit towards your Vodafone bill. To find out if you can trade in your old phone and how much it is worth, the company recommends you visit your nearest store so that the value of your device can be assessed.
You may also be able to organise trading in your phone online or over the phone.
Occasionally, the company runs promotions for customers who trade in certain devices. Take a look at thir website to see if your old phone could earn you a discount on a new Vodafone device or plan.
If your old phone can’t earn you a discount, you may still be able to recycle your device at a local Vodafone store.
I don’t have any signal – what should I do?
First, check whether your signal issue is due to a network problem in the area. You can check your local network status on the ‘Check Our Network’ page on their website.
If a coverage or network error shows on the ‘Check Our Network’ page, Vodafone should be aware of the problem and are likely to be working on fixing it.
If there doesn’t seem to be a network problem in your area, try turning your phone on and off again. You can also try to switch your phone to a different network and then switch back to the Vodafone network again.
If you don’t know how to do this, instructions may be available for your device on the ‘Device Specific Instructions’ page of their website.
If you are still having problems with getting signal, there may be a fault with your device or SIM card. Vodafone help recommends that you try your SIM card in another device. If your SIM card works in another mobile phone, you likely have a fault on your device.
If your SIM card does not work in another device, there may be a problem with the SIM card and you should order a replacement SIM by calling Vodafone customer services.
What is the ‘Network Satisfaction Guarantee’?
The ‘Network Satisfaction Guarantee’ is an extra guarantee applied to many of Vodafone’s new device or Bundle contracts.
The guarantee allows customers to cancel their contract if their network connection is not satisfactory.
If you signed up for a new device or Bundle after March 2016, you may be covered by the Network Satisfaction Guarantee.
Keep in mind, you may only be able to cancel your contract under this guarantee in the early days of your contract.
You can find out how long you have to cancel your contract under the Network Satisfaction Guarantee on their website.
How can I use the Network Satisfaction Guarantee Tool?
Once you have signed up for an online Vodafone account, you should be able to access the Network Satisfaction Guarantee Tool via the My Vodafone App.
You can find the tool under the ‘Network Satisfaction’ tab in the app menu.
Keep in mind, if you downloaded the App in the past, you may need to update the app to gain access to the tool.
You should then be able to use the app to report unsatisfactory network connections on the go. In some cases, you may receive a data bonus for reporting the problem.
How can I connect to WiFi with my Vodafone device?
Many cafes, restaurants and shops in the UK provide free WiFi to their customers. To connect to the WiFi in these places, simply make sure that WiFi is enabled on your phone, choose the relevant WiFi network and enter the password given to you by a member of staff.
If you are a Pay Monthly customer, you may also be able to connect to BT WiFi Hotspots free of charge.
However, you may have to adhere to a usage limit while using BT WiFi, and you could be charged a fee for going over the limit.
If you are a Pay As You Go customer, you will usually have to pay to use BT WiFi Hotspots.
Customers with a monthly WiFi allowance may also be able to connect to the London Underground WiFi for free.
How can I turn off data on my phone?
Most devices allow users to control their data via the ‘Settings’ menu. You should be able to switch a number of internet-related settings on and off, including ‘Data’, ‘4G’ and ‘Roaming’.
If you would like a long-term solution to avoid using data, the Vodafone UK contact team can assist with barring your phone from using the internet.
Why have I received a ‘Network Busy’ message?
If you have received a ‘Network Busy’ message, there is likely a lot of local congestion on the network you are using. Vodafone recommends ending your call and trying again later. Alternatively, try turning your device off and on again.
If you are consistently getting this message for long droids of time, you may want to contact the Vodafone customer service team.
How can I hide my phone number when I make a call?
To hide your Vodafone phone number, you will need to edit your device’s CLIR (Calling Line Identity Restriction) settings. To do this, you will usually need to go to the ‘Phone’ or ‘Call’ settings on your phone and change your caller ID settings.
If you ‘show’ your caller ID, your phone number should be visible to the call recipient. If you ‘hide’ your caller ID, your phone number should be hidden from the call recipient. Keep in mind, changing your CLIR settings should show or hide your phone number for all calls.
If you would like to hide your number for a one-off call, simply dial ‘141’ before the phone number you call.
Alternatively, if your phone number is usually hidden and you would like to show your phone number as a one-off, dial ‘1470’ before the phone number you are calling.
What can I do with the My Vodafone App?
Once you have downloaded the App to a compatible device and signed in with your Vodafone account, you should be able to access a number of account management tools and features.
As a Pay As You Go customer, you can see your remaining balance and usage on the app, and you can also top up your credit. As a Pay Monthly customer, you can view your Bundle and Extras. Customers may also be able to request support via the App.
What can I do with ‘Vodafone Wallet’ and ‘Vodafone Pay’?
‘Vodafone Wallet’ is a payment management application. Users can upload the digital versions of frequent payment methods on to the app. ‘Vodafone Pay’ is an app that allows users to make payments via their mobile phone.
The two apps are connected and can be used to make payments with your mobile.
MasterCard and Visa credit/debit cards can be uploaded to the Vodafone Wallet App digitally, along with PayPal accounts.
Customers can then use the Pay App to make contactless payments by using it in conjunction with a contactless SIM card.
To make use of the apps, simply order a contactless (NFC) SIM card and download the two apps to a compatible mobile phone.
Please note: At the time of writing, Vodafone Wallet and Vodafone Pay are only available on Android phones.
Are the Vodafone Wallet and Vodafone Pay apps secure?
Yes. The company claims the apps are just as secure as your credit or debits cards themselves.
According to their website, your personal data is held securely by the apps but is not shared when making a payment.
How can I use the Vodafone Message+ App?
Message+ is Vodafone’s official messaging application. The app is often installed on Vodafone device’s already, but if you don’t have it on your phone, you can download it from Google Play or the Apple App Store.
Use the Message+ App to send messages to friends or create group messages with other Message+ App users.
Keep in mind, you may only be able to download the app if you have a recent system update on a compatible phone.
How can I use the Vodafone Call+ App?
Call+ is an interactive calling application for their customers. The app may be installed on your phone already or you may have to download it from Google Play or the Apple App Store.
The Call+ App can be used to personalise your phone calls in a number of ways, including marking calls as important, organising calls in your Call Log or adding a reason for you call for the recipient.
You can also add locations, pictures and videos to calls.
What is Vodafone Start and how can I use it?
Vodafone Start is an application used to access many Vodafone apps. The app allows customers to gain access to My Vodafone, Vodafone Broadband and Vodafone Wallet, all in one place.
To use it, simply download the app from Google Play or the Apple App Store.
Once you have downloaded the application, follow the onscreen instructions to set up an account and connect your other Vodafone app accounts.
What features does Vodafone Secure Net offer?
Vodafone Secure Net is an online browsing protection service. Secure Net provides a number of features and tools to protect their customers while using the internet.
The service offers protection against malware, phishing and viruses, often sending customer warnings before they reach a potentially threatening website.
Secure Net customers can also personalise settings on each device that they use the service with, including blocking specific content and restricting browsing time. Vodafone particularly recommends the service to families who would like to make sure their children are safe online.
Please note: Vodafone Secure Net is not a free service.
Why won’t one of my Vodafone apps work?
Vodafone has launched a number of apps in the past, some of which may have since been closed. Two apps that have been closed down include Vodafone Protect and Vodafone SmartPass.
If you have one of these apps on your device, the company recommends deleting it as it is not likely to be functional. If you find another Vodafone app is not working properly, you may need to uninstall the app and then reinstall it.
Alternatively, you may need to update your phone’s system. If the app still doesn’t work after taking these steps, contact the Vodafone customer service team or, if possible, report the fault via the app.