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Account and billing on Vodafone IE

Account and billing

 

Paying your bill

 

Understanding your bill

We've put together this handy guide to your bill – we hope you'll find it useful.

The most common cause of a bill being higher than normal, is calls being made that aren’t covered in your plan. Have a look at your plan details and then check your Other Charges section to see did you make any calls outside of your plan. If your first bill is higher than expected this may be caused by part month charges or installation fees.

You'll be charged for your Vodafone services at the same time each month. The date by which you have to pay is shown on your bill. If you have an automatic payment set up, like direct debit, you don't need to worry about when to pay as it will be automatically debited from your account 14 days after the due date.

How can I pay my home phone and broadand bill?

The simplest way to make a payment is via direct debit.

It's really easy to set up direct debit on My Vodafone. When you log in, you can choose to set up a SEPA direct debit (using your IBAN) or recurring card payment. You can also update your existing payment details e.g. add a new card or change your IBAN. 

Here’s how:

  1. Log on to My Vodafone
  2. Select 'My settings' from the menu then click 'Account settings'
  3. Next click 'Payment method'
  4. Enter the payment details you want to use
  5. Press 'Save'

Other payment options:

Online – You can make a secure card payment online via your My Vodafone account here. Simply log in and select the ‘Make a payment’ option. Please have your credit or debit card details to hand to make a payment.

By Phone - Call our automated phone service on 1907 and follow these instructions to make a payment:

  1. Enter your customer or landline number
  2. Select 1 for ‘Payment and billing related queries’
  3. Select 2 for ‘Make a payment’

Electronic fund transfer – You can pay your bill via EFT by setting Vodafone up as a payee on your online or phone banking service. To do this you will need our bank account details:

Swift Code: BOFIIE2D

IBAN: IE04BOFI90001746687485

Please ensure you use your ten digit Vodafone account number as a reference so we can process your payment to your account once we receive it. If you need assistance in setting Vodafone up as a payee, please contact your bank who can advise further.

Are all my personal details secure?

We make it a critical priority to make your details secure. We use industry standard secure sockets layer (SSL) technology and encrypt sensitive information such as your credit card and other financial information. Please be aware that communications over the Internet, such as emails / webmails, are not secure unless they have been encrypted.

How do I set up or change my direct debit details?

Setting up or changing your direct debit is now easier than ever – just a few clicks away and you’re done. If you haven't already registered for My Vodafone, check out our handy video guide which will show you the few simple steps it takes to register.

Please have your IBAN (International Bank Account Number) or card details to hand.

  1. Log on to My Vodafone
  2. Select 'My settings' from the menu then click 'Account settings'
  3. Next click 'Payment method'
  4. Enter the payment details you want to use
  5. Press 'Save'

  I'm having trouble paying my bill online

If you are having problems making a payment online, you can call our automated phone service on 1907 to pay by credit or debit card. When you call please follow these steps:

  1. Enter your customer or landline number
  2. Select 1 for 'Payment and billing related queries'
  3. Select 2 for 'Make a payment'

How do I know when my payment has been received?

The easiest way to check if your payment has been applied to your account is online:

Log into My Vodafone and go to the 'Bills and payments’ section then select the ‘Payments' tab to see if you payment has been applied. If you pay by direct debit you can see what date payment will be collected on your bill.

If you have never accessed My Vodafone you can quickly register here. You can also check out our handy video guide which will show you the few simple steps it takes to register.

Please remember that any payment can take up to 5 working days to show on your account.

You can also dial 1907 to hear your outstanding balance via our automated phone service:

  1. Enter your account or landline number
  2. Select 1 for ‘Payment and billing related queries’ then
  3. Select 1 to hear your account balance

 Can I change my payment due date?

No, unfortunately it's not possible. Your Vodafone Home payment due date forms part of your contract and cannot be changed.

Why did I receive another bill from my previous operator?

It should be your final bill. 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.

Manage your account

I can’t remember my My Vodafone password

No problem! You can reset your My Vodafone password any time!

All you have to do is go to My Vodafone and click the 'I forgot my password link', enter email address or mobile number you used to register and hit 'Continue'. You'll then be sent a 6-digit security token. When you have this, just follow the steps on screen to reset your password .

I’m moving house, can I bring my broadband and landline with me?

Yes, no problem. Our dedicated Home Move team can sort all this out for you. Take a look at our Home Move FAQs to find out how to arrange this.

How do I add a name to my account?

To add additional name(s) to an account please complete section 1 and 2 in the linked form below. The existing terms and conditions will apply to additional name(s) added to the account along with the existing customer name.

Download the change application form and complete relevant sections in full.

You can bring your completed form to your local Vodafone Retail Store or send to the following address:

Fixed Services Operations,
Vodafone Ireland,
Mountainview,
Leopardstown, 
Dublin 18.

 

How do I change the name or transfer ownership of a landline?

What is change of name?

A change of name will change the name on an existing landline / broadband account. Billing will remain unchanged and the new name on the account will be liable for all outstanding monies due on the account. Change of name is permitted in the following circumstances:

  • Maiden/family name change
  • Transfer to spouse or close family member (son / daughter)
  • Shared tenancy
  • Death of account holder

What is adding of name?

Adding of name will add a name onto an existing landline / broadband account. The existing terms and conditions will now apply to additional names added to the account along with the existing customer name.

How do I add or change a name?

To complete a change of name or add a name, downwnload the change application form and complete relevant sections in full. You can bring your completed form to your local Vodafone Retail Store or send it along with any required documents to the below address.

Fixed Services Operations,
Vodafone Ireland,
Mountainview,
Leopardstown, 
Dublin 18.

What is transfer of ownership?

Transfer of ownership will move all services from your Vodafone account to a new customer account on a particular day. Billing for services will cease on the existing account and commence on the newly created account. The new (incoming) customer will be entering a new contract with Vodafone and this will be decided by the product chosen. Transfer of ownership is permitted in the following circumstances:

  • New tenant in premises
  • Move from teleworker account

Download the transfer of ownership form and complete in full. You can bring your completed form to your local Vodafone Retail Store or send it along with any required documents to the below address.

Fixed Services Operations,
Vodafone Ireland,
Mountainview,
Leopardstown, 
Dublin 18.

Once the fully completed forms have been received by Vodafone the order will be processed. The new account holder will receive the standard provisioning communications. The transfer of services will be completed within 3 days of receipt of the forms into Order Operations.

What kind of contract do I sign for Vodafone Broadband, Landline and TV?

When you agree to sign up to Vodafone Broadband, landline and TV, a minimum contract period applies (also known as a minimum term). For most Vodafone Voice and Broadband bundles the minimum contract period is 12 months unless otherwise stated.

If you decide to stop receiving a service within this minimum contract period, you'll normally have to pay an early termination charge.

What is my UAN number?

Your UAN number is an 8-digit number that telecoms providers use to identify phone lines.

If you’re a Vodafone customer then this number should be available on your latest bill. Log in to My Vodafone to download your latest bill. 

What is my landline number?

Your Vodafone landline number can be located in the following places:

  • On the front page of your Vodafone bill
  • Log in to your My Vodafone account and it will be listed in your subscriptions
  • Using your landline handset dial 199000, an automated message will announce your landline number

Online billing and self-care

 How do I register for My Vodafone?

Registration is easy! Check out our handy registration video or, simply follow the steps below.

Tip: A security token will be sent to your phone by text, so make sure to have this available.

  1. On the top right hand side of the Vodafone.ie website click 'Yes, log me in'
  2. Next select the 'Register' tab
  3. Enter your mobile number or email address and click 'Send'. In a moment you should receive a text or email with a 6 digit token
  4. Enter the 6 digit token in the space provided on screen
  5. Create a password, tick the check-box to agree to the Terms & Conditions and click 'Register'
  6. You should then see a success message
  7. You can now log in with your new username and password

Are all my personal details secure?

We make it a critical priority to make your details secure.

We use industry standard secure sockets layer (SSL) technology and encrypt sensitive information such as your credit card and other financial information.

Please be aware that communications over the Internet, such as emails/webmails, are not secure unless they have been encrypted.

How do I view my bill online?

You can get it for free on My Vodafone! Here’s how:

Firstly, if you haven’t registered yet, you will need to set up your My Vodafone account. Registration is easy. Just follow the steps on screen.

My Vodafone app

  1. Download the app free from iTunes or Google Play Store
  2. Log in using your username and password
  3. Your latest bill will be at the top of the home screen
  4. To see older bills simply select the 'View older bills' link under your latest bill

My Vodafone online

  1. Log in to My Vodafone using your username and password.
  2. Your latest bill will be at the top of the home screen
  3. To see older bills simply select the 'View older bills' link under your latest bill

How do I get a printed copy of my bill?

Printing your bills is easy! Just follow the steps below:

  • Login to your My Vodafone account
  • Your latest bill and a link to older bills will be near the top of the page
  • Simply click on the download button or icon to get a .PDF version of your bill, which you can then print

The online PDF version of your bill is the exact same as the paper bill delivered in the post. You can view your last 12 months of bills from your online account.

Can I check my broadand and calls usage since my last bill?

To check your usage since your last bill:

  • Login to your My Vodafone online account
  • Under the 'My Vodafone' menu at the top of the screen, select 'Usage'
  • You will be able to see the number dialled and the duration of each call as well as broadband usage

How do I change the email address my bill notifications are sent to?

Changing your email address online is simple, just follow the steps below:

  1. Log on to My Vodafone
  2. Next click the menu icon at the top-right of the screen
  3. Then click ‘My settings‘ and then 'Account settings'
  4. Enter your new email address in the field provided 
  5. Hit 'Save' and that's it!

How can I retreive the email address I registered with?

If you can't remember the email address you used to register for your Vodafone online self-care acccount then you'll need to give us a call on freephone 1907.

If you can recall your email address but you've forgotten the password to your account then you can reset it using this link

Where can I check my account balance?

Checking your balance online is quick and convenient. To do so, simply login to your My Vodafone online account, your current balance will be shown under your latest bill near the top of the screen.

Please note that any recent payments you may have made can take up to 5 working days to be reflected on your account balance.

Cancelling your services

How do I cancel my Vodafone Home services?

Please contact our customer care team on 1907 or Live Chat and they will assist you. Further information about cancelling your services can be viewed here

Please note: You may be required to give 30 days’ notice. If you are outside your 14 days cooling off period, your contract terms and conditions will apply and you may incur a cancellation fee.

The obligation to give 30 days' notice in our agreements is mutual. It means that we can't terminate your services without notifying you. If we do need to end our agreement, you will have 30 days to locate another service provider and smoothly transition to their services.

Similarly, when you tell us you wish to terminate the agreement, we need to take steps to disconnect your services. Sometimes we need to let our third-party suppliers know that we don't need their products and because some services take longer to disconnect than others, we need to make sure that all billing and charges are up to date.

How do I cancel my order within the 14 day cooling off period?

To cancel your order before the expiry of the 14 day cooling off period, please call 1907 or use Live Chat to let us know of your decision and we can arrange the collection of any equipment you may have received. 

Further information about cancelling your services can be viewed here.

How long does a Vodafone Home cancellation take?

The cancellation period varies depending on the service/s you are cancelling but in all cases will be complete within 30 days.
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