Vodafone Home Broadband Reviews

I have been on the phone for almost an hour without much luck.
All I needed was a QR Code so I could return the 2 routers.

I have been on the phone with Vodafone technical for the past few weeks more than a few hours everyday and they finally gave up and referred me to a customer service team. I spoke to Sandra today and she explained how the fault is with me and not them even though I explained to her the fact that my mobile hotspot works fine for all of my devices and that I need an engineer to come have a look or a new router which she refused to assist me with and asked to take my complaint with ombudsman. I wish I could give them negative stars.

Absolutely appalling customer service from a recognised brand!

We scheduled an upgrade around 4 weeks ago with the new line and broadband to go live to 10th May. The date comes around we install the router and all the lights show but the internet is not working. We log on to the chat who say that it will be activated at midnight, which is ridiculous as we were told the changeover would not cause us any disruption.

Midnight comes - still no internet. I speak to the chat service again who say we need to wait 24-48hrs (this is a common phrase that Vodafone seem to use….) but they say it should be working in a couple of hours.

Couple of hours gone and I decide to call them instead. I get passed around a couple of times before I get to someone who explains that there is an issue with the line and they are checking with the tech team. It turns out that upgrade was put in incorrectly.

I get put through to the tech support who say that a new upgrade needs to be put in place and an engineer will need to come out - so puts me through to another gentleman who has no idea what is going on and thinks that I just want a new upgrade with no context. I ask him to put me back through to previous team.

On this call I am told that a new upgrade was not needed to be raised and in fact all they need to do is send an email to a team who will activate it in … you guessed it… 24-48hrs. With no way to fast track.

I work from home and this is disrupting my work, and it ridiculous in 2023 that you need to wait that long to get a service that should already be activated put in place.

I hope that through reading this complaint Vodafone will offer a way for me to fast track this.

For anybody considering Vodafone Broadband… don’t

Broadband goes down every week! Very unreliable! Especially when it comes to working from home! Also, when we signed a contract, we were promised a tablet as a new customer. Never received it. Enquired four times, it was promised that it would be sent to us, but it was never received.
The worst broadband we have ever had!

Download: <2mbps
Upload: <9mbps
Installation for the internet was a day late, they compensated us with "a free permanent internet boost" but we ended up with internet that can barely download a 10gb game in one night, and internet that shuts down for a day every 2 or so months.

I really don't recommend Vodafone broadband. The signal fall day to day. Call to customer service is the same than nothing. All weekend without signal and also we need to wait to thay call us to arrange a visit. Is a Shame, so mamy days without signal but the bill will be the same, it is not being reflected in the bill. Poor service, speed, signal and attention. I pretty recommend EE boadband as your option before than Vodafond.

Vodafone with Citybrand advid goes down every 2 months.
Even with a cat 8 cable.
Speed running at14.6 upload 0,35
Was faster on the old analogue system.
Seem to go down ever two months.
And forgot compensation you will never receive it.
3 times it been don 1st time 1week snd a half second time we just be for Christmas and now.
You decide
Acceptable or not

I ordered fast fibre in December 2022 and was told it would go live on 26th January 2023. Well, here I am 3 months and 1 day after finally getting the fibre connected to my property and it still hasn't gone live. Spoke to them this morning and they said they are just setting it up at their end and it would be live within an hour. Just spoke to them again and they to give them another 48 hours!!! Really disappointed

I took out a 24 month contract in January to start in february. It was going well. Until April... They put the prices up, even though I am in a contract, my contract says in big wording 24 months payment of 'blah' after contract it'll be 'blah'. In the terms and conditions it states April is when they raise their prices... I thought well I'm in a contract so won't affect me... WRONG! It does! They put it up almost an extra £3.00 per month, (it's a percentage they use, £20pm it's extra £3, £30pm £5). And they'll put it up again next April! I phoned them and was put on hold by a person that could only just speak English, she put me on hold no end of times. I was getting extreamly frustrated ad I'd been on the phone 43 mins for her to keep putting me on hold. When she finally understood what was going on she kept saying the same thing 'national prices' like it was given to her in a script to read. Which made me even more angry. I then got put through to someone else, who again, could only just speak English and was saying the same thing. So by this point I've been on the phone for hour and 15 mins, I've had enough I want out, they've changed the contract, so can I. I told her I don't require their services and cancel the broadband, they told me I'd have to pay so much to get out the contract.. So in the long run, it wasn't worth coming out of contract. I will never use Vodafone ever again! I'm just going to have to add it to the list of do not use companies. They've backed me into a corner I can not get out of and they didn't make it clear when taking out the contract. I am absolutely livid! Please do not use this company!

Ordered upgrade to fibre on the 10th march but still not installed and after 2 cancelled visits from engineer now told will have an update on 6th May
Completely useless company. Have spent hours on the phone

I wish it was possible to give ratings below 1star. I have been with Vodafone for years. I have been let down by this company so many times it becomes hard to track. They registered me as a BUSINESS (I am NOT!) when I first went to the shop to buy a SIM and I only randomly found out a year later, when I was renewing the contract. I could have incurred into financial troubles for this and it took the company months to finally amend that.

Last year I got a fibre contract with them. Signed, got the router, got the appointment with the engineer who couldn't carry out the connection for health & safety reasons (scaffolding was in the way, although it would have surely been safer than the flimsy ladder he was carrying)... Had to wait months before I could call to book another engineer's appointment. Got a call back saying they were not covering my area anymore (out of the blue), despite their website stating otherwise. Ended up with a 5G contract and a mobile router. Speed should have been reliable, up to 100mb/s. Instead, it's been a constant up and down between 20, 8, 10, 30, 2 mb/s in the span of a few seconds. Connection jumps between 4G and 5G constantly and, on top of that, Secure Net was added to my plan, without being outlined (nor included) in the contract. I pointed out this breach of contract, after randomly logging into My Vodafone App and noticing I had Secure Net on, despite never asking for it. So, after many years as a customer, I had enough and demanded to have the contract cancelled, due to a clear lack of transparency, hidden, unsolicited costs and an appalling Customer Service experience. After being repeatedly lied to, by being told Secure Net was in my contract and I was given multiple notices of it and a back and forth of days, they admitted the extra was not cited in the contract but denied any wrongdoing or breach of contract and offered a refund of a whopping 10£, without even an apology for accusing me of being inattentive and, implicitly, of being a liar... I obviously refused, as it's about trust, customer care and HONESTY (all things they don't even know the definition of) and I do not want to be serviced by them anymore, after the treatment I received. They wouldn't budge and demanded I pay a fee to exit the contract THEY breached. So I am now in the process of escalating this with CISAS. If after reading my review you are still considering choosing Vodafone as your provider, keep reading the countless reviews that resonate with mine and stray away like your life depended on it! IT IS NOT WORTH THE HASSLE!!! The plans are expensive, the line temperamental at best and utterly unreliable as a standard and their respect for customers inexistent. Look for better, cheaper, more honest companies to rely on and have a more enjoyable experience overall!

We signed up in late February, the installation was not great but the actual internet service was okay.
The main problem is that Vodafone have increased our price by 15%, a month after the service started. We can't leave without a penalty and they refuse to do anything about it. We feel completely ripped off.

Absolutely the worst broadband you can ever consider getting. Keeps dropping, speeds are inconsistent, so much so that even smart speakers give up and loose the connection. Forget streaming, if you can open a website over a supposed 200 MBps line, you are lucky. It is like throwing money down the drain.

I've never before felt compelled to write a positive review, but seeing all these negative reviews I thought I'd try to balance it out. Sure the customer service is difficult to reach (whose isn't), but the Web chat is not bad, and I have been able to get through to talk to a human when needed to. Installation was on time, had an issue with transferring the phone line over, but they did it on the next working day.
But the speed is awesome. I got an excellent deal 500mbit for <£30 a month. Its symmetric too, so you can upload videos etc super quick! So much better than openreach! Stable line so far (two weeks).
Very happy with it

Used to be with Sky had issues but nothing like vodafone!! Connection drops range is hopeless ring devices always on low signal when it was not an issue before (nothing has moved) master socket changed still s***e......

Poor customer service, unable to restore broadband being down for 3 days on super fast connection, and just after 14% cost increase announced. Switching to another provider now.

Sa ma pis pe netu vostry bagamias pula in voi de fraieri va platesc da degeaba

I am waiting 32 minutes in a line already, trying to get to customer service. Luckily this gives me plenty of time to write a review. Oh wait, I was randomly dropped anyway. Gotta que again.

My broadband is down. No clue why as it worked fine but seemingly broke overnight.

Tried getting help but online I get paired with a useless chatbot. Area checker states all is fine (so I guess my problem is my problem). And finally you can't get help from a real person because to Vodafone that is expensive.

Vodafone Wi-Fi is the worst Wi-Fi I have ever used, the range is rubbish the reliability is rubbish and the way you have to go through the chat bot to get to an advisor is a complete waste of time.

Worst tech support in the world! they haven't got a clue!

Raised a case with 'support' about less than 1MB/s download speed in the evening only. Mornings and afternoons were totally fine, just dropped to unusable speed during peak hours.

Every time I called them quoting the ticket reference, I'd ask them to describe the issue I was experiencing... it would take them about 5 minutes (at least) to figure out what I was complaining about! and most of the time I'd have to tell them the problem again. I think they just write notes on their computer system which is a terrible way to manage tech support tickets - that coupled with poor grasp of English Grammar means that their notes are illegible so the next tech admin cant decipher what the previous guy wrote (and so on). It's really not the fault of the support staff - vodafone have given them this antiquated IT system and they have put draconian time wasting procedures in place. Vodafone are no doubt taking advantage of these cheap call centers in Egypt and provide them with minimal training,

Then they asked me to take screenshots from speedtest.net for morning, afternoon and evening and send them the results via email - so that they could escalate the case to 3rd line support. I did so, it takes them 24 hours to validate the screenshots and then they ended up rejecting it - because they want the screenshot to cover the whole desktop!.. then I submit again and they reject again. Then I submit again and they reject again for some other silly reason. Each submission/rejection process takes 24 hours (minimum). Total bunch of time wasters

2nd Line support may as well be an automated voice service. 'Have you tried rebooting the router? Have you tried an ethernet cable? Have you tried another device? in that case send screenshots!' That's all they've got.

Also 2nd line, cannot communicate verbally with 3rd line. They send each other emails. Turn around to respond to each email is 24 hours (min).. they just wasted days and days and days and did absolutely nothing. My cancellation has happened before the ticket even made it to third line. Last I heard was they rejected the screenshots again for a 5th time due to two chrome tabs being open in one of the screenshots

Cheap broadband, good when it works - if you have any issues tech support is a nightmare.

My two cents, they were quite happy to hear that I got so frustrated that I wanted to cancel. They pretty much rolled out the red carpet and gave me a months refund and said they'd fast track the termination to be in 48 hours. I guess every case they refer to OpenReach costs them money.. that's why they put so many barriers in the way. They're happier for you to leave and take the issue with you to your next supplier. It works out cheaper for them.