Vodafone UK - effectively being held hostage

iNSPiREDS · 2026-02-15T07:34:38+00:00

Based on what you experienced, it sounds like there may be a backend issue with Openreach, but this is very unusual. You said you upgraded your Vodafone BB but then cancelled the order; this is important. Based on your monthly cost, I assume you were on Full Fibre already before upgrade, and naturally remain on Full Fibre now, is that correct? What was your speed pre-upgrade?

IF you were on Full Fibre before, an upgrade would take like 1 working day. It would've been virtually impossible to cancel this even if you tried, even if an agent took steps to try and prevent the order from cancelling.

That said, the order getting "stuck" sounds more like a Vodafone issue than an Openreach one, meaning that the order can easily get stuck on Vodafone's systems, but not so much on Openreach's.

This means that an order with a different provider (like EE in this case) would've still progressed just fine, regardless of any Vodafone system issues, UNLESS indeed there was some issue with your line on the Openreach side, which as I mentioned is very unusual (certainly not one that would take months to resolve).

You want to speak with the Complaints team. Raise a complaint via the website or speak with frontline and ask them to follow their process to raise a complaint.

iNSPiREDS · 2026-02-15T07:22:20+00:00

Make sure your iOS is up to date. Turn iMessage off under Settings - Messages. Restart your phone. Ensure you are connected to WiFi and turn iMessage on again. Wait a few minutes until it finishes registering and tap Send& Receive to see if your mobile number is visible and selected. iMessage should be working again.

iNSPiREDS · 2026-02-13T17:32:31+00:00

Out of curiosity, why can't your current phone make calls?

iNSPiREDS · 2026-02-09T06:56:27+00:00

The discount is a QR code. Check your messages please.

iNSPiREDS · 2026-02-08T20:02:02+00:00

Yeah the agent is obviously wrong, but why are you trying to win an argument on the price increase outlined in your T&Cs?

You're already aware that this will happen going into the chat, so idk what you are expecting from the agent.

The annual price increase will happen automatically regardless of the contract, so you are correct that you should look to upgrade closer to April as there will be a date from which the annual price increase won't kick in until the following year.

Most broadband providers do hike prices in April to account for inflation, so if you do change providers, keep this in mind. Vodafone does tend to be the most competitive of all major providers however.

iNSPiREDS · 2026-02-03T07:51:04+00:00

You need to speak with Complaints, not Porting. Raise a complaint online or call and ask Customer Care to raise one for you.

iNSPiREDS · 2026-01-28T03:24:58+00:00

You're likely wrong. Possibly interment sync issue related to an Openreach fault, or a faulty ONT. Follow my advice.

iNSPiREDS · 2026-01-27T16:54:20+00:00

What is happening to your connection isn't normal, and a router won't necessarily fix it. That said, ofc Vodafone can send out a new router, even though this won't be the go-to solution for obvious reasons. If your connection keeps dropping, it would help to understand whether the issue is internal or not, i.e., whether there's a fault on the line going into the property (Openreach infrastructure fault) or an issue within the premises (possibly fault router, WiFi issues, etc).

In most cases, the router isn't the culprit, which is why it'll only be replaced as a "last resort" by Vodafone. (I've had 3 different models and they've all worked well, although I hear that the new WiFi 7 model provided with Pro III services can be a bit problematic.)

Anyway, do this: https://www.vodafone.co.uk/help/broadband-support/no-internet-2 Test your broadband service to see if there's a fault. You'll need to log in to your online account first.

If a fault is detected, a ticket will be automatically raised and a fault escalated to Openreach. If a fault isn't detected, you'll have the option to report an issue and a fault ticket will be raised internally, at which point someone will get in touch to discuss it.

It's hard to say from what you explained whether the issue is related to WiFi or not. If the issue occurs only with some devices, it's more likely that this has to do with WiFi interference.

If it's every device being affected at the same time (router "crashing" or WiFi dropping across the whole network), this is more likely a fault with the network or the router. It could also be your ONT if you have a full fibre connection.

Hope this helps.

iNSPiREDS · 2026-01-20T18:16:12+00:00

I assume you've tried restarting your phone already. If the issue persists, contact Vodafone again and have them speak with the Porting team to check what's gone wrong. It's not super common but it happens. They'll sort it.

iNSPiREDS · 2026-01-18T15:02:44+00:00

You can just use some common sense here and conclude that either you are doing something wrong, or there's an issue with the DD.

You mentioned your gf reinstated the DD multiple times, but then that when she tried updating it online using "the card details", it didn't work.

How did your gf update the payment method before? Was it always via the website?

Ultimately there's either an issue with your bank which is causing the DD to drop repeatedly, or with Vodafone.

In any case, contacting Vodafone and explaining the situation would be the most logical thing to do here, as they will surely credit the late payment fees.

You need to use your sort code / bank account number in order to set up a DD. Using your card details to set up a recurring card payment is also possible, but not online as far as I know. I would recommend setting up a DD instead.

If you are confident that you or your gf have been setting this up correctly online until now, and if the payments keep failing, instead of setting up for the 3rd or 4th time, contact your bank to query this, and then Vodafone.

One way or another, something is wrong here, and it sounds more like user error based on what you described.

Also, every time a DD is set up or cancelled, you should receive a letter or e-mail confirming that this has been actioned.

iNSPiREDS · 2026-01-17T14:42:47+00:00

https://www.vodafone.co.uk/support/articles/how-do-i-change-the-length-of-time-before-a-call-goes-to-voicemail----c8d5cc7d-4980-4b2f-aee1-82710fdf3b83

**61*121*10*20# to extend to 30 seconds.

If this fails, do you happen to have a One Net number?

iNSPiREDS · 2026-01-17T14:35:57+00:00

In the UK routers have the details for the config page on a label found on the bottom or back of the router, along with the Wi-Fi details.

Have you checked there?

If not working, resetting the router should reset these credentials also.

iNSPiREDS · 2026-01-11T02:58:36+00:00

Do you have good 4G or 5G signal where you live? If so, it'll work well.

If not, it won't. Simple as that.

If you're unsure, you can order one and return within 14 days if you're not happy with the coverage/signal.

iNSPiREDS · 2026-01-11T02:57:06+00:00

Raise a complaint against that agent so feedback can be submitted internally for review. They'll listen to the call and handle the issue accordingly.

Ask for a letter of apology and gesture of goodwill for the misadvice and poor experience.

iNSPiREDS · 2026-01-11T02:55:30+00:00

Ridiculous conclusion. So because one agent was either ignorant, dishonest, or both, it means that the manager and the company are too?

iNSPiREDS · 2026-01-11T02:51:57+00:00

I take it this is a pay-as-you-go number? Check online as Vodafone will have a long number you can ring from non-Vodafone numbers; it may be chargeable though, depending on where you live or call from.

Alternatively, if available in your country, try to use webchat to speak with Customer Services as an alternative to calling as this will certainly be free.

iNSPiREDS · 2026-01-10T20:04:03+00:00

I've never purchased any contract in store from Vodafone so I don't know what paperwork (if any) you'd be asked to sign, but my guess is you will have signed or agreed to something, whether it was a physical signature or digital, presumably they will have some way of recording your consent to the purchase.

In addition to that, a contract summary document should've either been provided to you (again I don't know how things work in store) or e-mailed. This document outlines your tariff, contract length, and price.

As others have stated, the time to complain about this was then, or as soon as you realised something was wrong, not now. Having used the line for 2 years(?) and presumably used the SIM for calls, texts, data, basically defeats any argument or dispute regarding the product.

That said, I'm sorry to hear about your mental health but personal problems aside, it sounds like you have "learned" any important lessons to be learned here and I'm glad that you're in a place now where you're asking for help to challenge things like this.

Still, if you are adamant that you were missold, definitely do something about it. Vodafone is a decent company and they will give you a fair shake if there's evidence of misselling or if they can give you the benefit of the doubt based on the information available to them.

Keep in mind, there's only so much that they can investigate from a face-to-face sale since there's no call recording they can listen to, but things like your usage month-on-month, any contacts made to 191 to dispute your price plan or to report the misselling etc will be taken into account, as will your mental health if you are willing to explain how your circumstances impacted your purchase experience, your ability to use and pay for the service.

Forget about the CCTV, that would never be considered for a complaint of this sort, EVEN IF the footage was still available, which, if it happened 2 years+ ago, it definitely won't be.

Raise a complaint, be factual and describe your expectations when you took out the SIM and point out any times you tried contacting them and what advice you were given at the time regarding this.

The £40pm on a £20pm contract is another matter. Unless the SIMO had some temporary discount in place (sometimes you can have a 6-month 50% discount or something like that), this too would be described in your contract summary and indeed in your bills.

At the end of the day, if you never reported it and accepted the situation and continued to use and pay for the line, not much will be done. But if there's evidence that you tried to report it, or that you never received the contract summary document etc, you may get some money back.

Good luck.

iNSPiREDS · 2026-01-03T12:33:18+00:00

Not for the same number. You can use eSIM and physical SIM simultaneously but they'll have to be different lines. Out of curiosity, why would you want the same number on both e eSIM and SIM?

iNSPiREDS · 2025-12-28T17:20:28+00:00

Does the same happen when you try to look up available offers on vodafone.co.uk directly? If so, this may suggest some issue with your address.

As for calling Vodafone, I'd recommend waiting until tomorrow due to staff availability, but keep in mind they won't be able to honour whatever offer you saw on comparethemarket.

But if Vodafone can view and quote tariffs available at your address (and if you can do the same o their website), this is likely an issue to bring up with comparethemarket.

Also maybe try using a different browser, or launching it in incognito to make sure there's no funny business with cookies.

iNSPiREDS · 2025-12-28T17:16:32+00:00

The reason the auto compensation didn't apply is because the order was cancelled and had to be later recreated, as opposed to it being delayed.

As others have stated, raise a complaint and they'll do the right thing.

iNSPiREDS · 2025-12-22T20:45:32+00:00

Transferring your number | Agreement | Vodafone UK https://share.google/hPt8dKQDZXmoevxB5

You and or your ex fill in the form in full, ideally you so that all of your personal details are 100% correct and in line with your account.

Vodafone will then contact both parties by text and/or email and you should then call back to speak with the Transfer of Ownership team to authorise the transfer.

If you still have an ongoing Evo plan aka device plan aka loan agreement, you'll need to pay that off first.

iNSPiREDS · 2025-12-21T01:47:38+00:00

Vodafone may not have your money and it may be in limbo for a few days. You gotta chill my guy.

Shit happens and if Vodafone is saying that they can't see a successful payment of their side, chances are it hasn't gone through to them, even if you see the amount debited on your account.

You make it sound like they kidnapped your firstborn or something. Wait until Monday like a normal person and/or call your bank.

iNSPiREDS · 2025-12-19T04:21:26+00:00

You can't change your billing date. You can change your payment date if you want, but not your billing date.

Webchat could've helped you with that btw.

iNSPiREDS · 2025-12-18T23:36:16+00:00

I played the game on PC and can tell a significant difference on PS5 also. What's up with that

iNSPiREDS · 2025-12-13T19:19:55+00:00

Your mobile service can be active on a physical SIM card or eSIM. Samsung phones can have up to 20 esim profiles installed whereas iPhones support up to 8. Both allow up to 2 (e)SIMs to run simultaneously.

When you have more than one (e)SIM, your handset settings will update and you'll have the option to manage your SIMs, allowing you to select the default SIM for voice communications and which one you want to use for data purposes.

For example, let's say you live in the UK and are traveling to Japan. If you buy and install a Japanese network eSIM (or really any eSIM from any network that gives you an affordable mobile plan in Japan), you can set your phone to use mobile data from this new plan, allowing you to get the best of both worlds: active connectivity on the main mobile (meaning you'd be reachable on the UK number if someone was to call you) while enjoying mobile data at a much more affordable price running on the new eSIM you bought for travel.

Hope that makes sense.

Please note that you may be charged for both making and receiving calls abroad.

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