Vodafone broadband outage explained: what to do when your internet goes down
As one of the biggest telecoms brands in the UK, Vodafone has around 1.9 million broadband customers. If you’re one of them and your Vodafone broadband is down, a good starting point is the Vodafone Network Status Checker. This handy tool reports any known issues in your area, meaning you can tell straight away if the fault is with Vodafone or is actually an issue at your end.
If you’re experiencing broadband issues or an internet outage and need to get online, here are some steps to follow.
What to do during a Vodafone broadband outage
If your Vodafone internet has suddenly stopped working for more than a few minutes, it might be due to a network outage in your area. Here’s what you should do if you suspect Vodafone broadband is completely down.
1. Look online for Vodafone broadband outages
You can use your phone to search the web for any reported Vodafone broadband outages. It may help you find out if it’s actually a network issue that other customers are also experiencing.
Check your Vodafone broadband connection using the Vodafone Network Status Checker. Pop in your postcode and you’ll get coverage updates and information on any service disruptions.
If you run the checker while also logged into your account, you’ll also be able to run a broadband service test on your line and report any broadband problems to Vodafone engineers.
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2. Contact Vodafone directly
If you need help with Vodafone broadband issues, there are lots of way to contact them. If you have the My Vodafone app, you can enjoy Just Ask Once. This is Vodafone’s unique customer service offering, and it means one person will handle your query from start to finish.
You can call 191 (free from your Vodafone mobile) or 0333 3040 191 (from any other UK mobile or landline). You can also visit the Vodafone support page or chat to TOBi, the digital assistant.
Check if you have a broadband issue at home
If there isn’t much evidence of a Vodafone broadband outage elsewhere, your issue may be down to your home internet setup. Here are some things you can check at home to ensure your broadband speed and connection strength are up to scratch.
1. Check the cables on your router
Broadband outages might be happening because of issues with your equipment. Check your router and make sure all the cables are connected to the right spot.
If you have a Vodafone Broadband router,turn it off (from the mains) and wait around 30 seconds before turning it back on.
Next, check the cables. If you’re on full fibre, locate the small white ONT box on the wall and make sure the cable running from it into your router is firmly plugged in at both ends.
If you’re on a DSL connection, check to see if your DSL cable is connected to the red internet port on the back of your router. Then make sure the other end is connected to the phone socket. If your phone socket only has one port, plug your DSL cable into a microfilter and plug the microfilter into the wall socket.
If you have a Vodafone Power Hub, make sure the DSL cable is plugged into the hub's DSL port. Then, plug the other end of the cable into the phone socket in the wall.
No matter which Vodafone router you have, you should always make sure it’s properly connected if you’re experiencing broadband issues.
2. Check the lights on your router
Vodafone currently has four broadband Hubs and two 5G Hubs, and each comes with its own lights and meaning. If you have the more recent Power Hub or Ultra Hub, there are five lights on display, but you want to pay particular attention to the ‘internet light’ and the ‘front light’ to diagnose a broadband issue.
Whether your Vodafone router’s flashing red, or there’s no light at all, here’s what it all means.
Internet lights
- A solid green internet light means you’re online and everything’s working
- A flashing red internet light means you’re offline due to a fault with the broadband. Double check the cables are properly pushed in then restart the router
- No light at all means either the power is off or the LED lights have been turned off in your settings
Front lights
- A solid white front light means the power’s on and the router itself is fine
- A solid amber front light means the Wi-Fi has been turned off. Simply press the Wi-Fi button on the router to turn it back on
- A flashing blue and white front light means the router is updating
- A flashing white front light means your broadband is down but you’re still online over mobile. This is only available to Vodafone Pro customers who have a broadband backup dongle
- A flashing purple front light means pairing is in progress
- A flashing red front light means pairing has failed
Older routers such as the VOX 3 and VOX 2.5 display different lights to mean different things. If your router is older, or the lights outlined above don’t align with what you’re seeing, check out Vodafone’s detailed explainer on router lights here.
Can I get compensation from Vodafone for broadband outages and other issues?
If you’ve been experiencing Vodafone broadband outage issues, you’ll be relieved to know it’s signed up to Ofcom’s automatic compensation scheme. The amounts are as follows:
- £10.34 per day if your internet service has stopped working and isn't fully restored after two working days. This amount is paid for each day after your first two days without service (up to a maximum of 60 days).
- £32.31 per appointment if your engineer doesn’t turn up or cancels with less than 24 hours’ notice.
- £6.46 per day if your broadband hasn’t been activated on the agreed date, or if installation has delayed activation. This is paid up to a maximum of 60 days.
Vodafone will text you if you’re eligible for automatic compensation for internet outages. If you don’t get a text, you don’t qualify.
Rates correct at the time of writing, see more details on the broadband outage compensation scheme.
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