Business Products and Solutions | Support

What is online billing?

As part of our ongoing efforts to help sustain the planet, Vodafone are no longer printing paper bills and moving you to online billing. This means that, instead of receiving your bill by post, you will be able to view and manage your bill online on My Vodafone.

How do I access online billing?

You can view your account online, by simply registering or logging into My Vodafone using your Key Account Contact mobile number.

I would like to receive my bill via email – is this possible?

If you have only one mobile number on your account, you can receive your bill via email. To receive your bill directly to your mailbox, log into My Vodafone, go to Account, and in Billing Details update invoice format to "email".

If you have more than one number on your account, you can view bills for these numbers by logging into My Vodafone

Are there other online billing resources available?

Check out our video tutorial on paperless billing here.

How do I get unlimited data?

You can now get unlimited data with Vodafone.

See our full range of plans and exactly what’s included in each to choose the right one for you here.

Is unlimited data really unlimited?

No matter what Unlimited plan you choose, you’ll have unlimited data to use in Ireland and Europe. If you are on RED Business Unlimited Max, you’ll have unlimited data to use in Ireland, Europe, the US and Canada.

See our full range of plans and exactly what’s included in each plan here.

What is included when I roam on a RED Business Unlimited plan?

Vodafone customers roam in Europe at no extra cost. Use data, calls and texts like you would at home. Outside Europe in a RED Roaming country, you get unlimited calls and texts home and within the visited country and 30GB of data per month. All this for €3.24 or €4.06 a day depending on where you go.

For more information on roaming in Europe and outside Europe, click here.

Mobile speed explained

No matter what Unlimited plan you choose, you’ll have unlimited data to use in Ireland and Europe. Our plans come with different maximum mobile data speeds, to match how you use your data.

Speed refers to how fast your mobile data connection is. We measure it in Mbps (megabits per second) – the higher the Mbps, the faster the speed of your data connection on your device.

Not everyone uses their phone in the same way. Our Unlimited plans are built to match how you use yours. For more information on speeds and how we recommend using each plan for data click here.

What mobile data speed will I avail of when I roam?

You will be able to browse at the maximum speeds as at home, subject to the service available in the visited country.

How do I join a RED Business Unlimited plan?

The easiest way to sign up for a RED Business Unlimited plan is online.

If you are new to Vodafone, view our plans page where you can see all the details of our Unlimited plans. You can then call our Sales team on 1800 855 696 or request a callback.

If you are an existing Vodafone customer and wish to sign up to a Vodafone Unlimited plan, please log into My Vodafone and select your plan or request a callback and an agent will assist you.

If you have never accessed My Vodafone before, you can register easily here.

I am already signed up to a Vodafone plan, can I move to a RED Business Unlimited plan?

Yes – if you’re already a Vodafone Bill Pay customer, you can move to an Unlimited plan. Connect with our live chat by clicking the Chat button on this screen for more information on changing your plan.

See our bill pay plans to figure out which option suits you best.

I cannot access all plans when I try to update my plan on My Vodafone.

Plan availability is subject to your current contract. All eligible plans which you can move to will be displayed.

Will my current plan automatically update to Unlimited?

Plans will not update automatically. You must choose which Unlimited plan best suits your needs, upgrade through My Vodafone or via a sales agent and agree to the terms of you new plan in order to activate the new plan.

What happens if the mobile network goes down?

In the event of disruption to the mobile network, services to both desk and mobile phones will be affected.

If you need back-up or contingency service we can provide a Sure Signal device, which works off an existing DSL line. Alternatively you can advise us to keep an existing PSTN line as back-up. Call divert can then be applied to mitigate the extent of any disruption for the duration of the outage

One Net Express terms & conditions.

Is One Net Express secure?

Yes. Vodafone applies the same security policies to the Vodafone One Net Express solution as it does to its mobile phone network.

How is my data protected?

All desk phones using One Net Express use rigorous encryption algorithms to protect our clients' information.

How am I billed for One Net Express?

A bill is issued on the 14th of every month with Vodafone One Net Express.

If we don't answer a customer's call will they still be charged?

Yes they will. When customers call your One Net Express landline number a message will be played advising them “Please hold the line while we transfer your call”. As with a normal PABX, once the message is played it is deemed a connection. In order to maximise your company's chances of answering all your customer calls, we advise you to have a hunt group set up. You also have the ability to tailor the recorded message to your own requirements.

What are premium rate services?

Premium Rate Services are provided by private companies for a higher price than ordinary texts or phone calls. Such services typically include horoscopes, football scores, news, etc

Telephone services

These are easily recognised by a range of prefixes: 1530, 1540, 1550, 1559, 1560, 1570 and 1580.

Text (SMS) services

These are recognised by a 5 digit Short Code beginning with the number 5 e.g. 5XXXX.

You can stop or unsubscribe from these services.

How to stop receiving text messages from 5XXXX numbers

Easy! Just text the word STOP!

To unsubscribe from a Premium Rate SMS Service, text the word STOP to the 5XXXX you want to stop receiving.

You should be unsubscribed within 24 to 48 hours, and will no longer be charged for these services.

Who sent me these premium rate messages?

if you would like further information or would like to contact the company providing the 5XXXX shortcode, you can use the search facility on the ComReg website www.comreg.ie/premium-rate

How do I set up email on my phone?

It's easy to set up email on your phone when you use our device guides. Simply go to device guides and choose your phone for step by step guides on how to set up email on your phone.

How do I use my phone as a wireless hotspot?

Make sure you’re connected to the Internet, and then connect your phone to your computer via Bluetooth or using a USB cable. Check out our interactive device guides for step-by-step instructions for your phone. Once you have chosen your phone, look under "Customise", then "Connecting phone and computer".

Can I change my bank details?

Yes, of course! You can change your payment details online via My Vodafone At Home, or by calling our customer service team on Freefone 1907

How can I change my package plan?

It's easy! To change your package plan simply contact your Account Manager to find a new plan that suits you.

What if I cancel landline or broadband while in contract?

If you cancel your Vodafone landline or broadband service before the end the minimum contract period, you will be required to pay the outstanding balance on your contract (ie your monthly commitment multiplied by the number of months remaining).

More information on Vodafone Terms & Conditions.

Why did I get another bill from my previous operator?

Once your phone line and services have moved to Vodafone, you will receive your final bill from your previous provider that includes charges up to the date that your line was transferred.

At Vodafone we consolidate your call charges, line rental, broadband and other services on to one single bill.

Plus, we will automatically transfer over all of your call management, forwarding, voice mail and other services from your previous provider.

Why is my first month’s bill larger than my stated monthly charge?

If your first bill is higher than expected this is because you have been billed part-month rental charges and one month in advance. This will only be applied to your first bill.

Here's a summary of the charges that appear on your bill.

Part-month charges – these are simply rental charges for your Vodafone at Home services. They are charged from the date it went live, to the end of that month. If you have ordered a home phone and broadband package, the home phone service goes live first and you will only be charged for this service until your broadband service goes live.

Recurring items – this is the total amount due for your rental package for the billing period. It is charged monthly in advance.

Usage charges – this is the total amount due for calls made in the billing period.

What are 'other operator charges' on my bill?

Other Operator charges are services that you had in place with your previous provider and are automatically transferred over when you join Vodafone.

These charges include services such as:

Eircom.net dial-up internet packages
Voicemail
Call barring
Equipment rental etc.

They are charged on to you at exactly the same price as Eircom charged before you joined Vodafone.

If you would like to stop any of these services, contact us on 1800 800 020.

How can I see my landline or broadband bills online?

If you've got a Vodafone at Home landline or broadband plan, you can register to view all your account activity online on My Vodafone At Home.

You can:

See how much data or minutes you’ve used
View your bills
Track your orders
Change your services

Make sure you have the following to register...

A valid email address
Your Vodafone account number (you’ll find this on your Vodafone at Home bill)
Your landline number

Do I get a separate bill for my mobile and landline?

Yes, you get separate bills for each account.

You will receive one bill for your landline account and one bill for your mobile account.

I need help with my Office/Gigabit Broadband modem

For help with your Broadband Modem and Gigabox Modem, see here.

See our guides on how to set up your Gigabox Modem.

What is Fibre to the Premise Broadband?

Fibre to the Premise (FTTP) is the fastest type of fibre connection Vodafone offers. FTTP service brings the fibre cables directly into your office - delivering speeds of up to 2,000 Mbps.

Vodafone offers a number of FTTP broadband products called 'Simply Broadband for Business 500’, 'Simply Broadband for Business 1000’ and 'Simply Broadband for Business 2000’. Find out about the speeds and broadband types available at your address by using our broadband and speed availability checker.

Please note that in order to achieve speeds above 1,000Mbps on a wired connection on a Gigabit 2000 Fibre Broadband plan, you must have a small form-factor pluggable transceiver (SFP). This must be purchased separately and can be purchased here for €75. This is for wired connections only, if you use a WiFi connection you do not need to purchase an SFP to achieve these speeds.

What sort of speeds can I receive on my Business Broadband line?

We try to ensure that we provide you with accurate information on the speeds available on your Business broadband line. If you have a full-fibre service then we will provide that detail when you are connecting.

For other broadband services, we need to contact you after connection to run a speed test on the line. The table below details the download speed you should expect to get.

Vodafone Business broadband service

Speed information

Fibre to the Premise broadband services

Your Business broadband line can realistically deliver the speed that is advertised. Vodafone Business will commit to delivering the maximum and normally available download speeds above 90% of the advertised speed. i.e.

For 500Mbps service the maximum committed and normally available download speed is above 450 Mbps and the upload speed is 90Mbps.

For 1 Gbps service, the maximum committed and normally available download speed is above 900 Mbps and the upload speed is 90Mbps.

For 2 Gbps service, the maximum committed and normally available speed is above 1800 Mbps and the upload speed is 180Mbps. *Please note that in order to achieve speeds above 1,000Mbps on a wired connection on your Gigabit 2000 Fibre Broadband products, you must have a small form-factor pluggable transceiver (SFP). This must be purchased separately and can be purchased here for €75. This is required for wired connections only, if using Wifi connection you can receive speeds up to 1.6GB. This means that if you plug your Modem directly into your laptop you will require an SFP. However, if you connect your Modem to your laptop via wifi, you will receive speeds of up to 1.6GB and do not need to purchase an SFP.

Broadband services with a maximum speed of 15 Mbps - 100 Mbps

The normally available download speed for all customers should be above 90% of the maximum download speed that is measured on your line after it has been connected to the Vodafone Business broadband service. (i.e. for a line with a maximum of 60 Mbps, the normally available speed would be 54 Mbps or more).

Broadband services with a maximum speed below 15 Mbps

The normally available download speed for all customers should be above 70% of the
maximum download speed that is measured on your line after it has been connected to the Vodafone broadband service. (i.e. for a line with a maximum of 10 Mbps, the normally available speed would be 7 Mbps).

How can I get the most accurate speed test result?

To get the best speed test results we recommend running a wired test as this will be more accurate than over Wi-Fi. To do this, connect your device (laptop etc.)
directly to the modem with an ethernet / LAN cable then run a speed test.

Please Note: in order to achieve speeds above 1,000Mbps on a wired connection on your Gigabit 2000 Fibre Broadband product, you must have a small form-factor pluggable transceiver (SFP). This must be purchased separately and can be purchased here for €75. This is for wired connections only, if you use a WiFi connection you do not need to purchase an SFP to achieve these speeds. This SFP device will connect your Gigabox+ modem to the ONT box, which will be attached to the wall beside your modem. The SFP Device will be connected using the SFP Port on the Gigabox+. You can then connect your device (e.g. laptop) to the LAN port using a suitable internet cable (e.g. CAT 6 internet cable).

Please note that speeds are based on maximum attainable download speed, subject to network coverage, customer device capability and service usage.

If you are testing your speed over a wireless connection (Wi-Fi), bear in mind that it can be impacted by a number of things:

Where the modem is and how far your device is from the modem when you run the test.
Interference from other wireless and electronic devices (e.g. cordless phones, microwaves, baby monitors).
Device capability. Not all devices are capable of high speeds and if you test on one that isn’t, your results may be lower than your speed really is.
Other devices using the same connection can slow down your speed test. So try to run the test with no other devices connected to the Wi-Fi network.
Other networks sharing or overlapping the Wi-Fi channel used by your access point will reduce capacity. Try to ensure the channel used by your Wi-Fi is not the same as neighbouring Wi-Fi access points.

What is the difference between 1GB and 2GB?

Customers with the Gigabit 2000 Fibre package will have speed will have twice the speed than ever before.

How do I set up my Gigabox+ Modem?

Set up is easy. Simply download our Gigabox+ Quick Start Guide to get started.

What's the difference between the Gigabox+ WiFi 6 modem and the Gigabox modem?

The Gigabox+ WiFi 6 is our most advanced modem yet and is available exclusively with our Gigabit 2000 Fibre package.

i) WiFi 6 is the next generation of WiFi and brings more than just faster speeds. This latest WiFi technology delivers greater capacity, reliable performance and longer battery life for connected devices.

Greater capacity: The top speed of the Gigabox in the 5Ghz band is 1.8Gbps, the new Gigabox+ modem in the 5Ghz band can deliver 4.8Gbps.
More reliable performance: Improved interference avoidance in the 2.4Ghz band due to BSS Colouring. Orthogonal Frequency Division Multiple Access (OFDMA) more effectively shares channels to increase network efficiency and lower latency for both uplink and downlink traffic in high demand environments.
Longer battery life for connected devices: WiFi 6 will help reduce the amount of battery usage required on your smartphone or devices when connected to the
internet due to more efficient radio usage technology allowing the devices to only broadcast/receive when there is available airtime for them. Currently, devices broadcast promiscuously as they are not aware whether there is airtime available or not.

ii) Prioritisation Feature - Premium QoS: Choose to give your most important traffic priority over the network. The Gigabox+ provides for a new Third SSID WiFi interface that will have higher uplink priority than main WiFi. This also applies to the LAN interface as the LAN4 uplink will have higher priority than other LAN ports when premium QoS is enabled.

iii) Eco-Friendly: The Gigabox+ has the following environment sustainability elements:

Use of at least 30% of recycled plastic in the product housing
Use of 100% recycled outer packaging (brown box)

What is a Small Form Factor Pluggable (SFP) and do I need one?

In order to be able to get 2GB speeds on a wired connection, you will need to purchase a Small Form Factor Pluggable (SFP) from here for €75. The SFP will be shipped to your address where you can plug it in and receive 2GB speed. Without the SFP, you will not receive 2GB speeds. Customers who use a wired connection and want to achieve speeds above 1,000Mbps on our Gigabit 2000 Fibre Broadband product, must have a small form-factor pluggable transceiver (SFP). This is required for wired connections only, if using a WiFi connection you can receive speeds up to 1.6GB and do not need to purchase an SFP. This means that if you plug your Modem directly into your laptop you will require an SFP. However, if you connect your Modem to your laptop via wifi, you will receive speeds of up to 1.6GB and do not need to purchase an SFP.

Does the Gigabox app work with the Gigabox+?

No, the Gigabox app is not currently compatible with the Gigabox+. We are currently working to get the app updated for the Gigabox+ which we expect to be available in the coming months.

How do I activate the Priority Third Network feature?

You can log in to your modem to access a range of features, including the priority third network. These steps are outlined in the Gigabox+ Quick start guide. The steps are:

Open the internet browser on your device.
Enter the URL found on the label at the bottom of your Gigabox+.
Enter the username and password also printed on the same label.
Click on ‘WiFi’ in the menu bar, and ‘Premium Wifi’ from the sidebar. Then switch the premium-wifi to on (green).

How can I check if I am eligible for Gigabit 2000 Fibre?

You can check if you are eligible for 2GB by using the address checker here or by calling our agents at 1800640640.

If I already have FTTP broadband (i.e. 500 Fibre or Gigabit 1000), will upgrading to Gigabit 2000 Fibre require an engineer installation?

If you are an existing fibre customer, no engineer installation is required when upgrading to the Gigabit 2000 speed. All that is required is the shipment of a new Gigabox+ modem to your business address.

Can all of my devices receive speeds of 2000Mbps with Gigabit 2000 Fibre on a WiFi connection or with an SFP on a wired connection?

Only a handful of devices will be compatible with 2GB speeds. Please to your device/hardware manual to see if your device is compatible with 2GB speeds.

Devices must have one of the following to be compatible with the SFP and receive these speeds:

A NIC that can reach 2GB speeds – a Network Interface Controller/Card which is pre-installed in a laptop/desktop.
A thunderbolt adaptor.
A USB C adaptor (must support 2.5Gbps or higher).

What is VOIP?

VOIP stands for Voice over Internet Protocol. VOIP is a service that allows you to use office phone services over your fixed broadband connection

Is VOIP the same as Broadband Voice?

Broadband Voice, Voice over Internet Protocol (VoIP) and Voice over Broadband (VoBB) are different names for the same service.

Broadband Voice is a technology that allows you to use office phone services over your fixed broadband connection using your modem.

What type of broadband do I need to have to get Broadband Voice?

You need to have 'Fibre' or 'Fibre to the Premises' broadband.

What will happen to my existing landline number if I move to Broadband Voice?

In most cases you can keep your current landline number when you move to Broadband Voice.

You can see our Broadband Voice terms and conditions here.

Will my existing phone services (e.g. monitored alarms) be impacted if I move to Broadband Voice?

Vodafone’s Broadband Voice services do not support any of the services below:

Monitored house alarm systems
Panic/medical alarm services
Sky box pre-2008
Fax lines/machines
Any bank service machine that relies on an analogue connection (using dial-up equipment)

However, the majority of newer monitored alarm systems use a GSM (SIM card) solution to connect to the monitoring station and do not require a traditional landline.

If your system still uses a landline, you can contact your alarm provider to upgrade to a GSM solution. This will enable the alarm to be monitored over the mobile network using a SIM card, replacing the reliance on a landline.

How will my Broadband Voice services be impacted during power or broadband outages?

Broadband Voice will be unavailable during electricity or broadband service outages as the voice service is provided over broadband.

It is really important that you keep your mobile phone powered up to ensure you have access to voice and in particular emergency service calls using 999 or 112 if there is a power or broadband outage.

You may also consider purchasing a back-up battery service. We recommend purchasing online or if you look for information in our retail store our staff can direct you how to purchase a back-up battery service to support your business broadband or mobile service.

What type of handset will I require for Broadband Voice?

You will require a cordless phone (DECT - Digital Enhanced Cordless Telecommunications) that can be connected into the 'TEL1' port in the back of the modem.

What call management services can I get on my Broadband Voice service?

The following call management services are available on Vodafone Broadband Voice:

Call forwarding – you can forward your calls to any business or mobile number (may incur charges depending on type of call)
Call twinning – when someone calls your business phone, your mobile will also ring, making it an additional handset
Call barring – this gives you control over the kind of calls you can make from your business phone (premium, international, mobile)

Please note, voicemail is also available on your Vodafone Broadband Business Phone service.

To set up any of the above services call our customer care team on 1907.

How does Super WiFi work?

Super WiFi provides enhanced wireless coverage throughout the office using innovative mesh technology. Super WiFi extenders connect to your Vodafone Gigabox modem to create a unified WiFi network throughout your office, delivering reliable coverage to every corner.

Super WiFi is only compatible with our Gigabox modem. If you are new to Vodafone, we will include a Gigabit modem as part of the installation. Existing Vodafone Business Broadband customers will also receive a Gigabit modem as part of their Super WiFi order.

Super WiFi connects your device to the strongest WiFi point in your office, meaning you can seamlessly move throughout your office and never lose signal. In addition, Super WiFi can detect electronic interference from other devices and adapt to compensate, giving you the best in-office WiFi experience.

Do I need to switch off the WiFi on my router to use Super WiFi?

No, there’s no need for that. We have updated the software on your router (Gigabox Modem), to make it compatible with the Super WiFi service. This means Super WiFi seamlessly extends your router’s WiFi following the installation of your Super WiFi extender. If you do not have Gigabox modem the engineer will replace your current modem with the Gigabox.

How do I update the firmware of my Super WiFi extender?

The firmware of your Super WiFi extender is upgraded automatically by the system, without you needing to take any action. This is typically planned during the night to minimise disruption to your services. In some scenarios, you may need to reboot your modem – if this does not work you may need to factory reset your modem.

How much time will it take for the Super WiFi installation?

The Super WiFi installation takes place with the support of our skilled engineers who will minimise the impact on your day.

The duration of the install will depend on how many extenders you need, whether your extenders can be connected to the modem wirelessly or if they need to be wired to the modem, and the WiFi environment.

We expect an installation to take no longer than 2 hours to complete.

However, if an installation of SuperWiFi is taking place in conjunction with an installation of Fixed Business Broadband or Fixed Business Broadband and Voice, it is likely that the installation will take longer.

What happens during the Super WiFi installation?

The engineer will consult with you to understand your current in office WiFi environment, such as whether there are any known WiFi issues or blackspots within the premises. The engineer will then run tests using our WiFi analyser tool to determine where the Super WiFi extender(s) should be installed to give you optimal coverage.

If you do not have Gigabox modem the engineer will replace your current modem with the Gigabox.

Once you are happy with the proposed extender location, the engineer will proceed to install the Super WiFi extender(s) and run WiFi tests again to demonstrate the improvement in WiFi coverage in your office.

Will the engineer need to run wires throughout my office for Super WiFi?

In some cases, wiring may be required to connect the extender back to the modem. This is dependent on environmental factors, such as office layout and building materials. The engineer will advise and consult with you on any wiring required.

Does the billpayer need to be present for the Super WiFi installation?

A person over the age of 18 must be present during the installation, though this does not need to be the billpayer.

Please note, however, that Super WiFi comes with an expert install, catered to your office’s specific WiFi needs. As part of this service, our engineer will consult with you to try to understand your current in-office WiFi environment, and work with you to determine where the extender(s) should be installed to give you optimal coverage.

For this reason, we recommend that the person present during the installation can talk to your current in-office WiFi experience and coverage requirements, such as any existing coverage blackspots, any areas/rooms in the office where improved coverage is required etc.

You will receive a call to arrange a date for your installation. Engineers will conduct the installation in adherence to COVID 19 health and safety guidelines.

I already have a Super WiFi extender. Can I add another one?

If you would like to add another Super WiFi extender, you can do so by calling 1907.

How do I cancel my Super WiFi subscription?

Please contact our customer care team on 1907 and they will assist you. Please ensure you have your account number so we can correctly identify the correct team to place your call.

How can I return my Super WiFi extenders when I no longer need them?

Once you have cancelled a Super WiFi subscription, a Vodafone agent will call you to organise for the Vodafone equipment to be collected by a courier. Once the appointment is confirmed, a courier will call to your office or work to collect the equipment.

An agent will try to contact you two or three times to arrange this appointment. If these attempts are unsuccessful, you will get a text message informing you of the equipment recovery attempt and advising you to call to make an appointment for collection. If you don’t arrange another collection you will be charged for the unreturned equipment.

I have a Super WiFi extender but I’m still having WiFi coverage issues

Vodafone Super WiFi comes with a custom installation by an engineer. The engineer will advise on where the extender(s) should be installed in order to provide optimal WiFi coverage. Please note that failure to follow the engineer’s recommendation on modem/extender placement may impact the performance of Super WiFi.

If you currently have a Super WiFi extender but are still experiencing WiFi coverage issues, please call 1907. Our WiFi experts have real-time visibility into your in-office WiFi environment, enabling prompt identification and resolution of your WiFi issues.

Due to the size of your premises, layout or physical obstructions, it is possible that more than one Super WiFi extender may be required to cover every corner of your office. Our WiFi experts will be able to identify if this is the case and may recommend a further extender to provide enhanced coverage.

What do the lights on my Super WiFi extender mean?

table sowing what the different signals on a Super WiFi extender mean

If you require additional support please call 1907.

Is Vodafone Super Wifi compatible with my modem?

Vodafone Super Wi-Fi is compatible with the Gigabox modem. Please note that Super Wi-Fi is not compatible with the Gigabox+ modem. We are currently working to get Super Wi-Fi compatible with the Gigabox+, which we expect to be available in the coming months. You do not need to purchase an SFP to achieve these speeds.

How does Always Connected work?

Always connected is a service which provides connection to Vodafone’s award winning 4G mobile network in the event of a total loss of service on your fixed line broadband connection.

An always connected 4G dongle which plugs directly into the back of your Gigabox or Gigabox+ modem automatically kicks to free you from interruptions to your business.

Do I need to switch off the WiFi on my router to use Always Connected?

No, there is no need to perform any further configuration to your modem once the Always Connected dongle has been installed.

How do I install the Always Connected dongle into the back of my modem?

The dongle can be installed in three easy steps;

1. Open your Always Connected Dongle and input the sim

2. Insert the Always Connected device into the USB port at the back of your modem

3. You are now ready and set up to be Always Connected

I already have an Always Connected. Can I add another one?

Customers are permitted to have one Always Connected dongle per modem. As there is only one USB slot in Gigabox modems, Always Connected dongles are provisioned on a one per modem basis

How can customers cancel their Always Connected subscription?

Please contact our customer care team on 1907 and they will assist you. Please ensure you your broadband account number so we can correctly identify the correct team to place your call.

I have Always Connected but I’m still having Connectivity issues

There are a number of scenarios where Always Connected will not provide connection on the 4G mobile network – these are as follows;

a. Where there is a general electricity power outage. Always Connected requires electricity power to operate. In particular, your modem must be plugged in and powered on;

b. Where there is damage to the modem, the Dongle or the sim card;

c. Where there is an outage or impairment on the Domain Network Servers, on which connectivity on both the mobile and fixed network depends;

d. Where there is an Access Point Name (APN) outage or impairment, the APN being the gateway to the internet for devices connected over the mobile network;

e. If there is a general service outage on the mobile network or both the mobile and fixed network. A general service outage is when there is a service or network issue and multiple customers will be affected at the same time;

f. If there are billing issues and therefore your Vodafone Business broadband service has been suspended;

g. In the case of scheduled or unplanned maintenance works;

h. Where there is no, poor, or intermittent 4G coverage;

i. As a replacement to poor fixed connectivity. Always Connected is not a direct replacement for your fixed line broadband;

j. Where the Vodafone 4G mobile network is congested or otherwise impaired;

k. Where you have exceeded the 300GB data bundle included as part of Always Connected. Please see clause 3 on how to receive additional
data;

l. Where the Dongle is not properly connected to the modem, the sim not properly connected within the Dongle, or where the modem is
located in a position with poor mobile coverage; or,

m. If you terminate your fixed broadband contract with Vodafone.

How do I know my Always Connected Dongle is working correctly?

There are two indicators to show that your Always Connected dongle is working correctly:

On the Dongle: The LED light intermittently flashes purple

On the Modem: The space above the ‘Mobile’ emits a flashing white light

If one or both of these are not appearing, then you may not receive the full benefit of your Always Connected technology.

Is there a data cap to Always Connected?

There is a data limit of 300Gb on each Always Connected dongle, this is only a backup service which kicks in when there is a total loss of service to the customer’s broadband.

At the beginning of every month the customer’s Always Connected allowance will reset and they will be provided with a new 300Gb allowance.

Will Vodafone Always Connected work if I only have 3G in my office?

Vodafone Always Connected will only work if the customer has a 4G connection in their office, however, Vodafone has 99% 4G population network coverage in Ireland. Customers can check the coverage in their area here.

Can existing Vodafone Business Broadband customers get Always Connected?

Yes, Vodafone Always Connected is available for existing Vodafone Business Broadband customers. They can avail of this by calling 1907.

If the customer has a Gigabox modem with their existing Vodafone Broadband plan, order a Huawei K5161 dongle via the order form, sending it to businessorders.ie@vodafone.com. The customer’s Always Connected device will be sent to them within 2-3 working days.

If the customer does not have a Gigabox modem (e.g. HG659), order a Huawei K5160 dongle via the order form, sending it to businessorders.ie@vodafone.com. The customer's Always Connected Device will be sent to them within 2-3 working days.

Can Customers buy Vodafone Always Connected without Vodafone Broadband?

No, Vodafone Always Connected will only work with Vodafone Business Broadband.

Is Vodafone Always Connected tied to my Broadband contract/ subject to a 12 month contract

No, Vodafone Always Connected is independent of your Business Broadband contract. Customers can cancel Vodafone Always Connected at any time by calling 1907.

If a customer calls 1907 to ask where their Always Connected Dongle is, how do I
advise them?

If the customer calls into care to ask where their Always Connected dongle is, firstly check if they have an open order with Vodafone Business – this will inform when the customer should be expecting their Always Connected dongle. Please inform that the customer should expect their dongle within 2-3 days of
installation of their broadband.

Is Vodafone Always Connected compatible with my modem?

Vodafone Always Connected is compatible with the Gigabox modem and the Gigabox+ modem.

Transfer of Ownership for Vodafone Office and Multiline services

To ensure we process your request quickly and efficiently we advise that you should download the Transfer of Ownership application form. It should be fully completed by the existing Vodafone business customer and the new business customer (include any documentation to support the transfer). The completed form can be returned by email to our business care team office.ie@vodafone.com for Vodafone Office or directly to your Vodafone Business Account Manager.On receipt of the completed form, we will endeavour to complete the requested transfer by the next bill day and update you once completed. Customers wishing to transfer service must ensure their account balance is paid up to date and on completion of the transfer a final bill will issue.

How do I track my speeds?

You can track the speed at which your broadband loads webpages and downloads files using speed checkers on the internet, for example Speedtest.net.

They measure your throughput speed, rather than your maximum speed, which is usually reduced in the afternoons and evenings (between 5 and 10 pm) when congestion is heaviest.

Your speed is determined by many things:

The speed of your phone line
The speed of your computer
Congestion in the telephone network
Congestion on the Internet
The speed of website servers

Your broadband will always try to connect at the highest possible speed available on your telephone line, which is why we refer to our broadband services as 'Up to' a certain speed.

What happens if I go over my broadband download limit?

Your data usage limit depends on the broadband package or bundle you’ve chosen. You can check what your usage limit is as well as how much data you have used so far this month from your My Vodafone Office online account.

Once you've exceeded your usage limit you will be charged the standard fee for any additional data used.

All the latest Vodafone Home Phone and Broadband bundles include an unlimited data usage limit. To upgrade your broadband package give us a call on freephone 1907.

How do I check my broadband usage?

To check your broadband usage simply login to your My Vodafone Office online account.Click on the 'View usage' link to see your data and call usage so far this month.

To view your usage for previous months simply change the 'Period' in the drop down menu.

All the latest Vodafone Home Phone and Broadband bundles include unlimited data usage. To upgrade your broadband package give us a call on freephone 1907.

What is OneDrive for Business and how do I get it?

OneDrive for Business is a place where you can store, sync and share all kind of files with other people and devices on the web. You can create and edit Office documents online, share your files from anywhere, and work on these documents with others at the same time. We have a number of options to get it.

Sign up to Vodafone Office Unlimited or Simply Broadband for business plans to get it for free by going here or calling 1800 805 010.

Purchase the monthly add on. Go to https://onedrive.live.com/about/en-us/download/ from a browser to download the app or on a desktop. Use the log in details you will receive via email within 48 hours of signing up to access your OneDrive for Business account.

How do I activate my OneDrive account?

Already have a OneDrive account?

If you already have a OneDrive for Business account you can transfer your files to your new account by using the OneDrive for Business Sync client, for more details visit here.

Don't have a OneDrive account?

If you haven’t used OneDrive for Business previously, you will need to create an account using the login details received in the welcome email. Simply go here from a browser to download the app or on a desktop.

If you have not received login details via email within 48 hours of signing up to OneDrive for business, please call 1800855715

Can I use OneDrive on another device?

Yes, OneDrive for Business is available for IOS, Android and Windows Phone alongside Windows desktop and Mac.

I'm having problems with my OneDrive?

For any issues relating to OneDrive for Business please visit the OneDrive support page. If you require further support, please contact our technical support line on 1800 855 715 or email cloud.services@vodafone.com

How do I cancel OneDrive for Business?

Vodafone Office with OneDrive customers

You can cancel OneDrive for Business at the end of your agreement. You can do this by contacting customer care on 1907.

OneDrive add on customers

If you have purchased OneDrive for Business as an add on, you can cancel at any time by contacting customer care on 1907.

You lose access to your OneDrive for Business data when your cancellation becomes effective, so save your files to another location before you go. Any data that you leave behind is permanently deleted 90 days after cancellation.

How does Vodafone Fibre Broadband Pre-Order work?

If Vodafone Fibre Broadband is available for pre-order at your address, this means that high-speed fibre broadband will be available at your address very soon. Placing a pre-order with us guarantees the installation of your Vodafone Fibre Business Broadband service as soon as it becomes available. Direct debit details are taken when you place your pre-order, however you will not be charged until your service has been installed.

When you place a pre-order, you will be given the timeframe within which it is expected that your Business Fibre Broadband service will be available for installation. This date range is determined by National Broadband Ireland (NBI), who are rolling out the fibre broadband network in your area, and is subject to change. When your Vodafone Fibre Business Broadband is ready for installation, we will notify you immediately to organise a suitable date and time for install.

Why is my high-speed fibre business broadband not ready for installation now?

Your Vodafone Fibre Broadband service will be ready for installation within the timeframe indicated on your pre-order summary email. This date range has been provided to us by NBI, who are rolling out the fibre broadband network in your area. When your Vodafone Fibre Business Broadband is ready for installation, we will notify you immediately to organise a suitable date and time. Please note, the delivery time is determined by NBI and is the same for all broadband providers. No other provider will be able to provide you with Fibre Broadband at an earlier date.

When will I be charged for my service?

You will not be charged for your Vodafone Fibre Broadband until installation is complete.

Why have I been given a date range rather than a specific date for installation?

Your Vodafone Fibre Broadband service will be ready for installation within the timeframe indicated on your Pre-Order Summary email. We cannot provide a more specific date as this date range has been provided to us by NBI, who are rolling out the fibre broadband network in your area. When your Vodafone Fibre Broadband is ready for installation, we will notify you immediately to organise a suitable date and time for install.

NBI have provided the same ready-for-installation window to all Retail Broadband Providers. As such, by placing a Pre-Order with Vodafone, we will provide you with Fibre Business Broadband as soon as it becomes available at your address. No other provider will be able to give you a more specific timeframe or provide you with Fibre Busines Broadband at an earlier date.

How do I know my Vodafone Fibre Broadband is ready for installation?

Once your address is broadband enabled, the installation team will contact you to schedule your appointment on a date that suits you.

You will also receive a call from our installation team before your appointment to confirm, and the engineer will contact you on the day of your installation.

How do I reschedule my installation appointment?

If you need to reschedule your installation appointment, you can call 1907 where the team will be happy to schedule a new date if you are no longer available. Please ensure you have your account number to hand, this can be found on your pre-order summary email.

Does the billpayer need to be present for the Vodafone Fibre Business Broadband installation?