Line faults
All fixed line faults reported will be acknowledged within 24 hours. In all cases our customer care team will be able to assist you, and where necessary, if a fault is logged, we will issue a unique fault reference number which can be used to check for an update. We will endeavour to rectify the reported line fault within two to five working days. However, there are some instances that are beyond our control and where an appointment is required for an engineer to resolve the line fault. We will notify you of this request and arrange a suitable time/date.
In cases of Service Degradation requests, we will respond within three working days, explaining the investigation procedure and the amount of time required in order to resolve the service degradation.
We will manage and maintain your phone, TV and broadband service which includes liaising with our wholesale partners in the event of any service degradation, ensuring the case is escalated and managed appropriately.
Vodafone Network Satisfaction Guarantee
We want every customer to have the best experience on our network but if you’re not completely happy, come back to us within 30 days of joining and we’ll cancel your contract so you can walk away. If your plan included a new phone, we’ll take it back and refund what you paid for it. You’ll only pay for the first month of your plan, including any excess charges you’ve incurred. It’s that simple!
Read more about our Network Satisfaction Guarantee
Faults with your Handsets
If you're having problems with your handset
Difficulties can arise with handsets through faulty SIM cards, increased functionality on the phone, or faults in the manufacturing process. Our Vodafone Customer Service Representatives are available to assist you with handset enquiries.
If you have a difficulty, we, in the first instance, will talk you through the various options to test the handset. In some cases, we will be able to send you a text message to reset the settings on your phone, resolving your problem. We will also be able to explain the functionality of the Vodafone approved phones sold through our agents. Many of the enquiries will be resolved on the initial query.
Where there is a difficulty within our control to resolve - such as using functionality, resetting settings, contacting a supplier for technical information or replacement of a faulty SIM - we will commit to resolving the problem in as short a period as possible which should not exceed ten days. We will also keep you informed of the progress of your enquiry.
Where the problem is with the handset itself and falls under warranty or repair service, we will refer you to our nearest approved agent to avail of their repair service. Charges may be incurred for repairs of handsets outside the warranty period.
Complaint escalation
At Vodafone, we are passionate about customer service.
Our top priority is always customer satisfaction. If you feel that we’ve fallen short of this, then we want to know about it. We’ll work with you to put things right and we will always try to use your feedback to improve things where we can.
We are committed to addressing all complaints fully and fairly and in a reasonable timeframe.
Our code of practice does not affect your statutory rights
Customer complaint escalation
If you have a query then our customer service teams are the best positioned to help you.
However, if you believe your query has not been resolved to your satisfaction, please ask to be referred to a manager or team leader. Please see our Complaints Code of Practice for details.
Process for online purchase disputes
Vodafone will always endeavour to resolve your complaint to your full satisfaction through our Customer Service channels. However, in the instance of complaints which only relate to an online purchase, which you have attempted to resolve via our Customer Service channels and still have not achieved an adequate resolution to your complaint, you may access the EU Online Dispute Resolution Platform.
This platform facilitates the online resolution of contractual disputes between EU consumers and traders over purchases made online.
- Access the platform
- A consumer can then complete the online complaint form and submit it. The relevant Vodafone email address for this is odrie@vodafone.com
- Following this, an Irish Alternative Dispute Resolution entity will be designated to manage the resolution of the complaint between Vodafone and you, the consumer.
Vodafone Ireland disconnection policy
Vodafone issues its bills once a month, with the payment due date printed on the bills. Bills for mobile and fixed services that are not paid within the credit period, and are still due after the expiry date, will be liable for disconnection without further notice.
Where amounts are in dispute, Vodafone will progress the dispute in adherence to its Code of Practice. Where the undisputed amount is paid, Vodafone will not disconnect. Upon resolution of the dispute, any amount deemed due by Vodafone will become payable immediately, where it is outside the credit terms of the original bill.
Code of practice - Read more about our code of practice for customer care.
