Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Vodafone.
After applying they messed up my address then told me they could not accept me.They then told my present supplier I had moved house-not true.Finally they set up a direct debit.
Never known such confusion
Installation was a nightmare - I was promised a date and it was actually installed months after, leaving me without any broadband for weeks. Customer service throughout was a nightmare with endless phonecalls with clueless staff and no continuity in support.
I eventually got a compensation deal which was way less than they would have been forced to give were they a member of the ofcom automatic compensation scheme, that they have said they're joining imminently for several *years*. They refused to negotiate and I didn't want to deal with the paperwork for the regulator, so had to accept their pathetic offer.
Finally, the router they provide does not allow you to change the wifi channel, forcing all sorts signal strength issues and interference with bluetooth, etc. Baffling.
Almost impressed to find a worse provider than Virgin Media.
Vodafone are a terrible provider. They lied about the speeds I could obtain. They then claimed I had to wait 2 weeks for speeds to "settle down" to reach maximum, which took up the cooling off period. Then speeds were no better. Speeds have constantly fluctuated generally 50% lower than the promised speed. Additionally customer services claim that you can give notice until the contract ends, therefore the promised 18 month contract becomes 19. Yet another dishonest business practice. My recommendation would be to avoid at all costs and try to find an honest broadband provider
There was an internal administration error at Vodafone which caused our broadband internet to be disconnected. After spending hours on the phone with Vodafone support being switched from one person to another, we were told that it will take 14 days to reconnect back to the internet. This is unacceptable as we work from home and Vodafone’s mistake has caused us a lot of inconvenience and stress. We decided to cancel our contract and will be looking for another provider. We have been with Vodafone for years and their customer service and technical support used to be a lot better.
Recently signed up for broadband and TV. An 'engineer' hurriedly came out plugged in a box and left. It didn't work. I called Vodafone. They said wait for 48 hours. I did and called again. They said wait longer. I did and then was told someone had forgot to close my order and that had now been done so would be working in 24 hours. It did not so I called again. I was told an engineer would be out within 24 hours. Nothing for 48 hours so I chased up via email their twitter page which just said "someone should call you". I just had a call to tell me an engineer will be out in 4 days. This is already 60+ hours after I was told an engineer would be out to me in 24. Everyone completely unapologetic as well, really wish I'd read these reviews before signing up. Will be cancelling ASAP.
I made a big mistake by switching to Vodaphone from Sky, Sky said my package was going up by 50% so thought I would look elsewhere. Phoned VP and agreed a new package, received an email and discovered they had put me on the wrong tariff, they asked me to phone them on activation date and they would upgrade me to the package I asked for. Phoned on activation day, they said I should call again the next day because my account had not been set up yet. Takes ages to get through btw. Received router, only to find I can't get a wifi signal upstairs in the bedroom, never had an issue with Sky. Called VP this morning, they said I should have been told when I took out the package (Superfast 2)that the signal would not reach other rooms, I said was not told this and would definitely not have gone with VP is this was the case. They now say I have to pay an extra £6 per month to get their Pro account. This means I will now be paying more than Sky's offer. Was put through to three different departments, one said a technician would come to my house to install Pro, next person said this was rubbish. Arrrggghhhh!!!! Don't not use VP if you can help it.
Stoke on Trent
Avoid this company at all costs.
I have been with their broadband service for 18 months and my contract comes to an end in 4 weeks time. During the whole of the 18 months the service has been absolutely dire - by far the worst service I have ever received.
Download speed estimated at 35mbps when the order was placed - with a guaranteed minimum speed of 24mbps. I have NEVER received 24mbps never mind anything anywhere near 35mbps. My speeds have varied between 7mbps and 20mbps (with an average I would estimate at 15 to 16 mbps)
Dropout - the router signal drops out on average 3 to 4 times a day (sometimes only for a few minutes but very disruptive nevertheless)
Upload speed - non existent at around 1mbps
Customer service - absolutely dreadful. You go through the same routine every time you call (and always asked to send them a photo of your internet connection !!)
The app - all but useless. Doesn't work most of the time and when it does it is inaccurate. Supposed to be used to contact customer service - don't bother, it doesn't work.
And guess what - now I'm in my final month with renewal coming up my speed has suddenyl shot up to 27mbps download and 7mbps upload. Well they aren't going to con me into staying with them.
The problem, after reading the reviews is - who do you trust to provide a good service?
I ordered my vodafone broadband online taking them up on an offer of a £75 gift voucher after 120 days, the time has come to claim my voucher and vodafone have passed the buck to a third party called giftcloud who have no record of my purchase despite me sending them a copy of the "proof of purchase email". They say Vodafone have no record either???? So how come Ihave a vodafone router and vodafone take money from my account.
I only took their offer as it worked out cheaper over the contract by having a £75 voucher.
Deceitful misleading uncooperative I'll never use vodafone again!!!!
I thought I knew better then all the negative reviews, they can't really be that bad I thought!! Well I really wish I'd listened, DO NOT go near this company, at first my broadband speed was fine then after about 6 months it became shockingly slow, their tech support couldn't fix the issue so they gave me a 15% discount, I was getting less then 50% of the speed I should have been getting but only a 15% discount! Would not let me terminate my contract and they were meeting the guaranteed minimum speed, read the small print because it's worded like this...
- Your estimated speed 50MB
- Average Speed 62MB
- Minimum speed 40MB
- Guaranteed Minimum speed 25MB
I foolishly thought the mimimum speed was the minimum i would get, currently getting just over the guaranteed minimum, strange how I was getting much faster at first when I coould terminate my contract for free..
So, termination fee, according to the price plan I signed up to should be £4.62 a month for remaining term on my contract, taken from the price plan in the terms and conditions on their website and also from the email they sent me when i cancelled! Except my final bill is much more than this amount, why? After speaking to multiple (useless) customer service agents they tell me that the way this is calculated was changed in Feb of this year and the price plan on their website and email is old and outdated! Have they just made that up? I mean it's right there in black & white in their own terms and conditions!
Please, please trust all the negative reviews and do not touch this company! I thought I knew better, I did not...
This is categorically the worst company, their business processes are so rigid they do not allow for any human in their services. This company cost me £7500 because they got my address wrong twice and because of their ridgid processes we got stung for stamp duty because of a two month delay caused directly by errors by Vodaphone.
When I rung up to stay that there was intermittent delays on the line the customer service agent laughed and said of course there is it happens and wouldn't do an investigation.
This company's business policies are so far away from customer interests they may as well have a motto, 'Customers- do we care? No- just give us your money'
You will be directed to use their app. This is a con you will spend 20 mins talking to 3 different people, each time explaining the problem then be transferred to the phone where you will have to explain again. On the misfortunate days where I have needed to speak to them the average interaction time has been 45 minutes.
Ofcom's latest figures on broadband complaints are out - and it's bad news for Virgin Media. The company has rocketed to the top of the list as the major broadband supplier that gets the highest rate of complaints.
The report covers January to March this year, and counted the number of complaints made to Ofcom about providers with a market share of 1.5% or more.
It shows that Virgin Media generated 33 complaints per 100,000 customers, an increase of 20 in just a year. That puts them a long way ahead - or should that be behind - the next two worst performers, with Vodafone and TalkTalk both getting 24 complaints. Vodafone had been the worst ranking provider in six of the last seven quarters. Plusnet also generated complaint levels above the industry average.
And that's not the end of the bad news for Virgin Media. They also racked up the highest complaint levels for their landline service (19 per 100,000) and their pay TV service (17 per 100,000), and were second worst for mobile (5 per 100,000) behind Three.
The biggest reason why customers complained to Ofcom about Virgin Media was failings in the broadband provider's own complaints handling system - amounting to 39% in total. A third complained about faults and issues with the service, and a further 13% about billing problems.
Industry-wide, faults, service and provisioning issues accounted for 42% of reports, followed by complaints handling and billing.
Sky and EE were the least complained-about providers, generating just seven apiece. They've been in the top two positions for the last two years. The only other provider to beat the industry average was BT, with 15.
In good news for the industry overall, the average number of complaints has more than halved over the last decade, from 40 per 100,000 in the first quarter of 2011, to 19 now. The numbers are up from a record low of 10 in Q2 of last year, perhaps in part a consequence of pandemic disruption and the increasing importance of internet access for work, school and entertainment.
Broadband complaints per 100,000 customers
Industry average: 19
Virgin Media: 33
In pay TV, Virgin Media generated 17 complaints against an industry average of 6. Sky performed best with just two. For landlines, Virgin had 19 complaints, eight more than the average, and EE and Sky tied as best performers with five each.
Mobile complaints were largely flat, and at much lower levels. Three performed worst with six complaints, while Tesco Mobile, Sky Mobile and EE had just one each.
Service reliability, billing, and complaint handling are important factors you should consider when choosing a new broadband provider. Our site contains thousands of customer ratings and reviews that can give you a true feel for how each provider performs. Currently, Zen top our list for customer satisfaction.
If you aren't happy with the service you're getting from your supplier, and you're coming to the end of your contract, it's easy to switch. Use our postcode checker to find the best broadband deal available in your area today.
There are so many well established ideas about broadband and switching broadband providers that get repeated again and again.
The trouble is, many of them are wrong - and they're costing you money.
Switching suppliers can easily save you a hundred pounds or more every year, and if you're stuck on a slow internet package when you need something much faster, it doesn't have to cost you a fortune to upgrade.
So here are some of the biggest myths about broadband, and the truth that you need to know.
"Fibre is fibre - all fibre broadband is the same"
While fibre broadband is used as a catch-all term, it encompasses very different things.
Most of us are using something called fibre-to-the-cabinet broadband. This is where the ultrafast fibre cables carry your broadband signal as far as your nearest street cabinet - that green box down the end of your road. The connection from the cabinet to you house is over the old copper telephone cables. These are a lot slower, and the signal degrades the further it has to travel, which is why a house on one of the street can get very different performance levels to one at the other end.
There's now a big push to roll out "full fibre" broadband, which is also known as fibre-to-the-home. Here, the fibre cables run right up to your house. The result is that the speeds are much, much faster and the service is more reliable.
"There's no benefit to upgrading to ultrafast broadband"
A recent survey found that one of the main things that stopped people from upgrading to ultrafast or full fibre broadband was the belief that it didn't really offer any benefits. But there are many.
The main one, obviously, is that you get much faster download speeds. Our internet use is skyrocketing - Ofcom's recent Communications Market Report shows that the average household now burns through 429GB of data each month, an increase of 36% on the previous year. Even if you think you don't need faster speeds right now, you will do soon.
On top of that, you get vastly quicker upload speeds, which will be essential if the working from home revolution continues. The service should be more reliable, too, as you won't have to deal with line faults on the old telephone cables.
And it's also better value for money: currently, you pay the same price for your broadband as your neighbour down the street, yet you could be receiving a much slower service. That's far less of an issue with full fibre.
"It's too much hassle to switch providers"
By now it's well established that those of us who are willing to switch providers will get a better and cheaper deal than those who stick with the same provider for a long time.
Why don't more people switch? Because it's seen as too much hassle. But it really isn't.
If you move between two providers on the Openreach network - which includes almost all the main providers, including BT, TalkTalk, Sky, Vodafone, Plusnet and so on - then the one you are moving to will handle the entire switchover process for you. You won't have to do anything, and the whole process should be done within a couple of weeks.
Granted, it is a little more complicated to switch to or from a provider that uses a different infrastructure, like Virgin Media, as you may need an engineer to come and install it. But these companies are now set up to make even this part as easy as possible.
"You'll lose internet access when you switch"
Another reason people are reluctant to switch is that they assume they'll be left without internet access while it happens. This is another myth.
Generally speaking, your old service gets turned off as your new service gets switched on and you might be disconnected for a few minutes in between, but nothing more dramatic than that. If you're switching to or from Virgin Media, you can even arrange an overlap where your new service is connected before your old one is turned off.
"You always have to sign a long contract"
Something that puts off a lot of people when they're looking at broadband deals is the prospect of having to commit to a long contract.
In fact, you don't have to. NOW Broadband, Virgin Media, and newcomer Cuckoo are among the providers that offer no-contract deals. You have to pay a little more on the activation fee up front, but this might be worth it for the flexibility of being able to cancel at any time. These deals can be especially worth it for students or anyone who's planning to move house in the near future.
Most suppliers offer 12 month contract options as well. And keep in mind that if your reluctance to sign a long deal is through the worry that you'll be stuck with something you aren't happy with, then there are ways you can quit a contract without charge. If your broadband speed constantly underperforms, for example, and your supplier cannot fix it, or if they put your prices up by more than the amount in agreed in your contract.
"It's too complicated to find a better deal"
There are a lot broadband suppliers in the UK, and they offer a lot of deals between them. Trying to figure out the differences can be tricky, especially if you aren't that tech savvy.
And if you then sort them further by speed or first year cost, you'll very quickly narrow your list of options down to just a few packages.
"Faster broadband always costs more"
While it's natural to assume that upgrading to faster broadband will cost you more, it isn't necessarily so.
If you're in a coverage area, you can get full fibre from Hyperoptic (at the slower 30Mb speed) at a rate normally reserved for the old, standard broadband deals; you can upgrade to a faster 67Mb plan from OneStream for just £22.50 a month; or you can burst through the 100Mb barrier with Vodafone for just £26 a month. These are some pretty keen prices, that make faster broadband more accessible than you might have expected.
So, now you know the truth about broadband and how to upgrade, are you ready to start shopping? Use our postcode checker to discover the best broadband deals available where you live.
Vodafone Home Broadband Buyers Guide - Is Vodafone right for you?
Can I get Vodafone Broadband?
Vodafone uses the Openreach network to provide fibre broadband to customers. This covers a good 95% of UK homes, so unless you're in a remote, rural area you're likely to be able to get it.
Gigafast is Vodafone's Fibre to the Home product, offering download speeds of up to 900Mb.
Use our postcode checker to see if Vodafone Broadband is available where you are.
Vodafone are a fibre-only provider, and they no longer offer a standard ADSL connection. If you only have basic internet requirements, and don't want to pay extra for a fibre deal you'll need to look elsewhere.
What packages are available?
Vodafone Broadband offers two standard fibre packages with a choice of speeds:
Superfast 1 - a mid-range fibre broadband package with average speeds of 35Mb
Superfast 2 - the high-end fibre package with average speeds of 63Mb
Both deals come on an 18 month contract, with no line rental and a one-off router fee (which is often waived as part of special offers). They're also truly unlimited with no usage caps or artificial slowdowns. You get the high-tech Vodafone Broadband wireless router as part of the package. This incorporates several cutting edge technologies to improve wi-fi access around your home. It can also be controlled and managed via a mobile app. There is the option to add a landline calls plan. Evening and weekend, and Anytime calls packages are available for £4 or £8 extra per month respectively.
Which package should I choose?
With only two standard fibre packages to choose from, both with truly unlimited usage, the same contract length and the same high-end router, you can safely make your decision based on speed and price.
The Superfast 1 deal is the entry-level fibre offer. With average speeds of 35Mb it's on a par with similar services from rival providers, although is priced very competitively. As far as the speed goes, it should be enough for most average households. It'll be able to handle Netflix and iPlayer streaming on a few devices together, as well as gaming and downloading.
Superfast 2 is the high-end service for more demanding households. With an average speed of 63Mb it will be able to handle as much streaming, downloading and gaming as you need. There isn't a huge price difference between the two, so you may feel it's worth paying the extra for the peace of mind offered by a faster service.
Vodafone no longer have a slower standard broadband service that runs wholly over your phone line. So if you only have basic requirements and would be happy paying for a barebones service, you'll need to find a different provider.
If you're in a Gigafast area, then you need to ask yourself if you really need those speeds. It only costs £1 more to get the Gigafast 100 package than it does the 63Mb standard fibre package, so going with this option would future proof you for a while without spending much more. However, the average home user isn't going to see any real life benefit to the higher speeds right now, so you may be better off saving a few pennies and opting for 100Mb or less.
Points to consider before you choose
How many people will be using your broadband connection, and will they be using it for streaming or downloading?
Are you unhappy with paying full price for low fibre speeds at your current provider?
Is being tied into a longer contract a problem for you?
It's important to know what you're getting when you sign up for broadband, as you may need to budget for extras
Free router - the cutting edge router supports several unique features including 'Beam', which uses beamforwarding technology to send a stronger signal to compatible devices, and 'Boost', which enables you to prioritise speeds to a single device for faster downloading.
Access to the Vodafone Broadband smartphone app - the router can be controlled by the Vodafone Broadband smartphone app for iPhone and Android. With this app you can manage your network, turn it on and off on a schedule, set up Guest access and limit access to family members, and change the password.
Six months free anti-virus protection - all customers get access to a free six month subscription to the F Secure SAFE anti-virus package.
Free tech support - Vodafone provides free customer service by phone from 8am to 11pm.
What are the benefits of Vodafone Broadband?
What are the main reasons why you should consider buying a broadband package from Vodafone?
Competitively priced - Vodafone's fibre broadband packages are priced very favourably against the other big name providers.
High-end router - the router supports superfast 802.11ac networking and some unique features. And it isn't just restricted to fibre broadband customers, either.
Smartphone control - the free iPhone and Android app makes managing your network a lot easier.
Smart parental controls - the Family Time feature, available through the app, enables you to tailor broadband access for each member of your household, including how much time they can spend online and what they can see.
What are the drawbacks of Vodafone Broadband?
Nothing's perfect. What potential downsides to Vodafone Broadband should you be aware before you sign up?
Long contracts - all of the Vodafone packages require an 18 month contract. Much of the competition offers 12 month contracts or even shorter.
Few extras - the router's impressive, but you don't get much else for your money.
No standard broadband options - if you don't live in a fibre-to-the-cabinet enabled area or you don't need fibre speeds then Vodafone will no longer offer you a slower standard phone line broadband product.
Phone support not available overnight - Unlike Vodafone's contract mobile phone support, broadband customers can only access telephone tech support between the hours of 8am and 9pm.