Vodafone Home Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Vodafone.

Recent Customer Ratings for Vodafone

  • Satisfaction
    2.7 stars
  • Customer Service
    2.6 stars
  • Speed
    2.9 stars
  • Reliability
    2.7 stars

Based on 447 customer ratings since 2023-07-22 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

1,533 Customer Reviews over 39 pages

  • Reviewer
    Location
    Wymondham
    Reviewing
    Vodafone
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Came home from work to discover Vodafone Broadband is not working. I will try to keep it short, below outlines the appalling service:

    Weds 1st - i called to report a fault and spoke to Rob he tried to resolve the issue, had me unscrewing wall boxes etc for over 2 hours. He could not resolve the issue so advised he would have to escalate the problem to the Tech dept which could take 48hrs.

    Fri 3rd - having heard nothing and Broadband still not working I called & spoke to a woman who advised me that she had just been advised the system was down and had been for 2 hours and could be down for the rest of the day! I asked, how long she had been at work, she confirmed most of the eve, so i explained that surely she would have known the system was down unless she had been skiving for the last two hours and as a result i believed she was lieing to me, she didnt know what to say! She advised me that she could not help. I requested a Manager call me, she told me Managers do not talk to customers before having 24 hrs to investigate any issues! I asked if the Tech dept were open over the weekend, she confirmed the Tech dept were open until 9pm on weekends. She also advised me (even though the system was apparently down) That Rob, who i had initially spoke to on Weds 1st had failed to raise the fault request correctly and so a new request had to be raised.

    Sat 4th spoke to a guy at approx 6:20pm in the hope of talking to the Tech dept but he advised that the Tech dept closed at 6pm and there was nothing he cld do, i explained i was told on Fri that the Tech Dept worked until 9pm and i was not happy, he suggested i cld change suppliers!

    He then advised that my fault report had been 'picked up' and the update was that my line was showing that i was connected to a BT Hub and so possibly had a crossed line! He assured me he would get someone to call me on Sun.

    Sun 5th spoke a woman who told me my fault report had been worked on by an Engineer but she cld not up date me! The Tech Dept were still open but the Engineer dealing with it was not available! She agreed to get a Manager to call me by close of business to update me. She advised me not to work from home on Mon and if i had not heard anything by 9pm on Mon i shld not plan to work from home on Tues either!

    Mon 6th called Customer Relations - after apologising for the terrible service and assuring me she would get my issues resolved I was transferred to a Tech Manager who was useless, he repeated what i had been told on Sat, apparently my wifi was connected to a BT Hub so there was possibly a crossed line, however, the Engineer dealing with my fault was unavailable and so there was nothing that cld be done until 7th Tues. I asked to be put back through to Customer Relations as i felt i had achieved nothing! He didnt have the ability to do so, so gave me the Tel No. for Mobile phone complaints!

    I called Customer Relations using the Tel No i had used previously to find they were closed!

    7th Tues I called Customer Relations, after many apologies, they put me through to a chap in a Dept (not sure which one). He started off telling me that I had not received a call back from anyone because it takes 24hrs to update a Tel No and i had apparently updated my Tel No on the 5th, i told him that was rubbish as Rob had called me on weds 1st on both my landline & mob, just another excuse for lack of comms! He then spoke to the Tech Dept and apparently, Amy told him that there had been a number of outages (not in my area) that had caused a back log, my ticket had been picked up but not actioned. After a rant from me, he went back to Tech Dept.
    then asked me what hub i had I confirmed I had a Vodafone Hub.
    I was then passed on to Alex Lead Advisor in leeds on Karls Team he advised that a Tech person would call me today and that he would call me back at 4pm to confirm i had received a call.

    7th Tues - 11:10 am - William 2nd Line, Tech Team Manager in Scotland called to explain that apparently, a BT Engineer had worked on our local box on Thurs 2nd Feb to set up a new BT line in the area and had disconnected my line! I explained my I had reported my fault on Weds 1st so how could that be, i was advised their work logs only go back so many days so work by a BT Engineer could have been carried out on the 1st!!!! Ultimately, an engineer will need to visit my property to trace the line!

    An appointment is booked for Thurs 9th!

    This has been an absolute nightmare, I have spent hours on the phone and every call bar 1 has been instigated by me! I have missed 3 days work from not being ablevto work from home, I have been lied to, promised call backs and still failed to speak to a Manager and apparently, it is BT's fault! My advice is to Stick with paying line rental and stay with a company that has a better Customer Service record because Vodafones is truly appalling!
  • Reviewer
    Location
    Essex
    Reviewing
    Vodafone
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Vodafone router is not compatible with Sonos, clearly they don't mention this in a sales pitch. After 2 days of trying to connect my Sonos I found a long forum stating it's a know problem with the Vodafone hardware and still no fix after a year. Vodafone customer service were fully aware and advised me to leave while in my cooling off period as could be a very long time before resolved.
    Wi-fi connection also unstable. They only state they are a wired broadband service and don't support wi-fi. Certainly not up to date with technology.
  • Reviewer
    Location
    Skegness
    Reviewing
    Vodafone
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Dont be tempted by price they offer... For the price you get a substandard router which will cut out as soon as more than 5 or 6 devices are connected. Vodafone have confirmed that the router can only handle 7 devices at once and i should switch my devices off when not using them. They also will not give you the passwords required to connect your own better quality router to improve the situation.
    When i can get connected the speeds have been as advertised just dont look at your mobile phone whilst streaming a movie or you lose your internet conmection for 10 minutes while the router resets itself.
    Very poor product
  • Reviewer
    Location
    Reviewing
    Vodafone
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If I could give half a star I would, even no star.

    The customer service advisors are absolutely useless, cannot correct/amend bills, can't listen, very robotic with answers (sounds like they are giving answers from a sheet of paper) we have had to cancel our DD to sort out a simple overcharged invoice which Vodafone's incompetent staff messed up in the first place instead of charging for a early upgrade they charged full price for the device.
    So far it has been 6 and a half weeks and I have made numerous calls and wrote 2 letters to The Customer Relations office. The Customer Relations office are more useless than watching paint dry they don't sort out issues however they are very well trained to get on your nerves, you end up training them!!! Bunch of muppets wasting time is what they are paid for. There's so many call centres all over the world that they can't find call recordings so they make the customer look like a liar.
    I fail to understand what the fascination of cheap labour is when it was simpler when every thing was in the same place and call recordings could be found?
    The Indian advisor told me that there are NO managers or supervisors available to which I said so staff are left to do whatever they want then hmm no wonder customers receive such bad service.
    If your call goes to India just hang up and re-dial until the call goes to UK or South Africa.
    I have a business line with Vodafone and find their service atrocious beyond belief. Where you could be making money for your business you end up spending valuable time talking to numpties. After all our business lines come to an end we will definitely be leaving Vodafone. For the rates they charge I would expect far better service.
  • Reviewer
    Location
    Oldbury West Midlands
    Reviewing
    Vodafone
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Switched from uber expensive BT has soon as Fibre was available in my area and what can i say.
    Vodafone took care of everything and the switch over was totally seemless, everything was up and running on the day stated.

    I'm on the 78MB fibre package, my guaranteed speed is 76MB which is delivered consistantly my upload is 20MB.

    Well done Vodafone for providing a brilliant product and super customer service who kept me informed every step of the process.
  • Reviewer
    Location
    Wolverhampton
    Reviewing
    Vodafone
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Unacceptable service, avoid

    Hi all
    Normaly i wouldent write a review about a bad experience as i belive that everyone makes mistakes and need the oppertuinty learn from them and change there customer service experience but from the way i have been treted by vodafone latly is simply unaccseptable, i have been with them for 14 years and was contacted a few month back by there 'rewards' team offering vodafone broadband, having recently moved i thought id give them a try, after agreeing an competive package i had the rooter dilivered on time no problem, this is where the problems started.
    After reciving an email with my go live date and engineer appointment i waited 3 weeks due to the easter bank holiday wich was fine as this was the agreed date, when the go live date arrived no engineer and since i required a box fitting i couldent simply plug it in, after 3 lengthy phone conversations and several promised call backs that were not delivered i was getting a little annoyed to say the least, i then booked virgin media in as i had lost faith it vodafones capability, vodafone then offered me a cheep package by means of compensation wich was fine so i canceled virgin.
    I was then booked in again for another engineer vist bearing in mind that vodafone are already in breach of contract, this visit was again in 3 weeks time, again i waited for my go live date and this time and fitted a box and set up the broadband but low and behold the router would not connect. After more phone calls and promised call backs another enigneer was booked for the folling week, after checking the exchange he said vodafones card needed resetting and vodafone should have picked this up, suffice to say i was verry displeased at this point but at least i had broaband, in the time i took vodafone to saught out this mess i had no option but to use my mobile data as somtimes i have to send and recive emails from home, so now my bill is £245, i called vidafone again to get the data charges removed but was met with what i describe as sheer incompitence as they said the could not remove the data charges, i am now canceling phone and broadband with vodafone, the long and short of this story is avoid vodafone at all costs as after putting up with 14 years of poor signal, bad customer service, broken promises and sheer incompitance i am putting in a complaint to the FCA.
    Thanks for reading
  • Reviewer
    Location
    Rugby
    Reviewing
    Vodafone
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I do not recommend
    I first ordered Vodafone home broadband several weeks ago. I was informed I would receive the router and hear shortly re my installation but all in all it will take approx 2 weeks . After 3 weeks I had not heard anything so I rang to chase and learnt they had cancelled my order due to the sales agent not processing it properly . They actually cancelled my order 3 times . I received an apology and 1 months free line rental and was told the would now expedite the installation . A couple of weeks went by and not heard again so again contacted Vodafone to learn appointment booked in and I needed to be ther but they hadn't booked it with me or let me know . Anyway I took the day off work , lost income only for them to not attend . I am fuming . I have contacted them but it is another 2 weeks . They had rescheduled without my knowledge . This has cost me dearly . I have also just learnt that they have not credited my account the 1 month as agreed even though two separate agents confirmed they had , obviously lied. and not willing to try and get them out earlier . I was dumped through from department to department , lied to and kept on hold for 2 periods in excess of 45 minutes . They do not care about there customers . I understand John Lewis now offer broadband and they are very customer focused so probably would have been a better decision to of chose them
  • Reviewer
    Location
    East Sussex
    Reviewing
    Vodafone
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful, don't waste your time! We switched from BT to Vodafone after a good offer was emailed to me because I am a Vodafone mobile customer. After 2 weeks, I had still not received a router so I had to call up to find out what was going on. They offered to send another one out or I could go into a Vodafone store and pick it up, which I thought would be the best option to ensure I get it on time as my 'go live' date was now only a few days away. Went into Vodafone store to collect it only to find the staff in there could not authorise and activate the router. They had to call customer service and after waiting 30 minutes for them to get through to someone I walked out as I had wasted enough time with this already. I called up to cancel the deal as I was no longer interested in going with Vodafone after this. However a few days later I was still receiving emails and texts from Vodafone telling me my service will be activated soon! I phoned up yet again to establish if the service had been cancelled. They assured me it has however the next day I signed up with Plusnet and they sent me a message telling me they could not complete the order because Vodafone still have a stop on the line! Just unbelievable and really wish I had not gone with Vodafone. Needless to say, I will be also cancelling my vodafone mobile contract because of this.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Vodafone
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Although I can't fault the broadband and home phone switchover, their Home Broadband customer service is appalling!

    I am unable to access any online details for my new broadband account and they have managed to block any access to my online mobile account. Trying to call them is a joke with the options taking you round in circles without connecting you to a real person. The webchat is next to useless and only made the situation worse. In desperation, I have emailed the CEO, Jeroen Hoencamp and asked him to rectify the situation. My original email to him was 9 days ago and as of this morning, I haven't received a reply nor any contact at all from Vodafone customer service. I have emailed him again today. Let's see what happens now.
  • Reviewer
    Location
    Stockport
    Reviewing
    Vodafone
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Having had Vodafone for 3 months now, and throughout of the last 11 weeks, i have experienced several problems.
    Its the worst of all, general attitude of support with a huge lack of customer service.

    Never have i experience so poorly service.
    I have been customer at TalkTalk as well - and even their service is rated better.

    Such a shame! It could have been so good, but when their 2nd line team just closes tickets without faults being fixed, with a comment of "your router looks stable now, and have been for the last 24 hours" - it is very frustrating.
    Trying then to call back is just impossible Their IVR doesn't let you enter your customer number, and after endless attempts, puts you over to mobile, who don't understand fixed line.

    Many a times, i have tried to escalate the issues, but just no reaction from their "Resolution team".
    I have once been able to speak with a team leader, but i might as well have spoken to my neighbours 4 year old.

    I have only experience incredibly poor service, and next to that, the invoicing comes different - my original offer was free for 6 months, then 5/month.
    From having paid £10 months down to now this month £2,50 for 12 months - i am not really sure, where we are at.
    Martin Lewis from MoneysavingExpert have in this weeks email, an article about how poorly Vodafone's service is. Is it VERY poorly, so if you get the opportunity, run away and save your good mood and patience.

    A bit of technical information:
    They will cap upload at 18meg download, 1meg upload.
    SNR will be set to 9dB as minimum.
    Yet with this high SNR, the line often fails - however, the biggest problem is the feeling of the exchange is heavily congested - it shouldn't, with the use of their own very high speed network. But it does, and it is awful. The tech teams will NOT go into any discussion about this. Instead, you are forced to far about with changing wireless channels, trying different network cables in different ports, trying different filter. Never a single time, they have wanted to look at their own part of the network. So it's either you or BTOR, that have the fault NEVER them. Despite giving ping and trace route results that clearly lead to so problems, they offer no comments to it at all.

    If you can leave, do so.
    If you consider to opt in with them - please, please re-consider and save yourself for the hassle.
  • Reviewer
    Location
    Overton
    Reviewing
    Vodafone
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appallingly bad. Avoid Vpdafone at all costs.

    When I contracted with them they assured me that my exchange and line would be able to handle the 76mbps download speeds. Shortly after installation I rang to complain and they put me off ewith some tests. Today I was getting 13Mbps rang again and they have now said my exchange and line are not capable of handling the speed. I tried to cancel my contract on the basis that they had sold me something they should have known they could not provide and they have told me sorry you can't because more than 30 days have expired. Yet in their instructions they say it can take up to 30 for the speed diagnostics to be completed and we should not worry or turn the router off! Wow talk about a scam. A totally unethical company. NEVER AGAIN !!!
  • Reviewer
    Location
    Stoke on Trent
    Reviewing
    Vodafone
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Wow I can't believe some of the reviews set up Internet and a fantastic and extremely low cost deal and I'm getting fast speeds then I got with Virgin media and sky this broadband makes the others look like amateurs, I know it's new but all the teething problems seem to have gone now straight online no drop in connections extremely fast and by fast I mean lightning the fact they are the only internet provider in the uk that gives you two ports so if the exchange goes down they can change your ports I have taken this because a few family members have it and it really is awesomeness absolute awesomeness if you want it for even cheaper ring the cancellations department and they offer it free for 12 months so let me repeat free broadband for 12 months wow I know right any way guys get on it!!!
  • Reviewer
    Location
    Liphook
    Reviewing
    Vodafone
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This broadband provider is absolutely rubbish in this area. I never had a problem with my previous one, then Vodafone promised me a cheaper deal, and now I can see why. Avoid.

The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.