Skip to content

Terms - Network Guarantee

Terms - Network Guarantee

Terms and Conditions for the 30 Day Mobile Network Guarantee.

The Network Guarantee applies to new and re-signing Mobile On Account customers with up to nine connections. 

To discuss eligibility and terms for business customers with 10 or more connections – talk to your Account Manager for details. More information can be found in the Business Terms.

The Network Guarantee may not last forever, so get in and try us while it does.

To make a claim, you’ll need to come into a Vodafone store within 30 days from the date of purchase with any devices you bought and advise us about your network issues. 

Any devices must still be in a like-new condition (including device, charger, headphones, battery, instructions, and any other components) in the original box.

  • Device must be fully functional.
  • The casing of the phone must have no damage such as cracks, chips or visible signs of wear and tear.
  • Screen must be working and have no damage such as cracks, chips or visible signs of wear and tear.

Any security features and other protections that would prevent us from accessing it must be removed - (e.g. "Find My iPhone" in iOS7, any other security app, locking a device to your iCloud account/Apple Store/Google Play account).

You will receive a refund for the cost shown on your purchase receipt on the day you signed up for your monthly Base Plan, any charges you paid towards the device(s), any Phone Insure payments and any Add-ons purchased at sign up.  These costs will be refunded to you no later than 3 weeks after we’ve finalised your claim in store.

Under this guarantee, we can’t actually refund you for any additional accessories that you’ve purchased or anything that didn’t come in the box. If you decide you want to keep your device(s), then we'll obviously need you to pay for it – you’ll see this on your final bill. Any additional purchases you’ve made after the date of purchase will not be refunded.  This means that if you've been overseas and have any roaming charges, or you’ve used your device(s) a lot and racked up excess usage charges, or charges for things like calls or TXTs to premium numbers or international calls that aren’t included in your plan, you’ll also need to pay these.

If you’re a business customer on a Red Share for Business plan, you’ll also have to return the difference in the shared data  rebate we’ve given you.  This applies if the number of connections you have left means that you have decided to reduce your shared data bundle.

If you’re adding a new service to your current Vodafone account, the Network Guarantee only applies to the new service and not to existing services on the account – unless, of course, they are less than 30 days young themselves and also eligible.

If there are any credits on your account that have been given to you by Vodafone, they won't be refunded, exchanged or redeemable for cash when you claim.

You can take us up on our Network Guarantee for 1 mobile and 1 mobile broadband claim once every 12 months but this doesn’t affect any other rights or remedies you may have under the Consumer Guarantees Act.


main_icn_24_7_support 360-view 4g main_icn_Accessories main_icn_Add_or_Plus main_icn_Apps arrow-left arrow-right market_icn_Battery bill-or-report-mid block blog-hi-dark broadband-device-hi-dark broadband-mid broadband-device business calendar market_icn_Minutes main_icn_Camera main_icn_Chat cherries-points main_icn_Chevron_down main_icn_Chevron_left main_icn_Chevron_right main_icn_Chevron_up clock-hi-dark main_icn_Clock_or_Timed main_icn_Close community-or-foundation-mid main_icn_Community_or_Foundation connectivity converged-proposition customer-care dashboard-hi dashboard-mid main_icn_Dashboard data-mid market_icn_Data_Sharing market_icn_Deals main_icn_Delete delivery main_icn_Dislike document-mid main_icn_Download main_icn_Edit entertainment-hi-dark error-circle error-simple main_icn_Social_Facebook main_icn_Filter main_icn_Filter social-google-plus help-hi_1 help home-02-hi info-circle infographic-hi-dark country-or-international-hi-dark landline-or-call-mid main_icn_Landline_or_Call main_icn_Like market_icn_LinkedIn location-hi main_icn_Location mail-new-hi-dark mail-read-hi-dark mail-new market_icn_Screen_size main_icn_Menu market_icn_SMS mobile-broadband mobile-hi-dark mobile-mid main_icn_Mobile my-vodafone-mid main_icn_My_Vodafone network-signal-hi-dark network-signal-hi network-signal-mid main_icn_Network_signal offer-badge-percent market_icn_Offer_badge main_icn_Pause payg-hi-dark payg-hi payg-mid main_icn_PAYG social-paypal main_icn_Photos pie-chart play-hi-dark main_icn_Play_circle main_icn_Play_arrow main_icn_Add_or_Plus print main_icn_Privacy 0_rating 5_rating main_icn_Ratings record-hi-dark refresh main_icn_Bill_or_Report main_icn_Reports return-product roaming-hi-dark roaming-mid main_icn_Roaming search-hi-dark main_icn_Search security-hi-dark security-hi security-mid main_icn_Security settings-hi-dark settings-hi share shopping-trolley shopping sim-mid main_icn_SIM market_icn_SIM_Swap social-facebook social-google-plus social-linkedin social-twitter social-youtube main_icn_Student tail [Converted] text-mid main_icn_Text thumbs-hi-dark tick main_icn_Tick_simple top-up-hi-dark top-up-hi top-up-mid main_icn_Top_up tv-hi-dark main_icn_TV main_icn_Social_Twitter users main_icn_Viewed market_icn_Vodafone_store voice-of-vodafone-alerts-mid voice-of-vodafone-alerts warning-hi-dark warning-hi-dark warning weight white-paper-mid country-or-international-mid market_icn_Multinational social-youtube VF_Logo
Close dialog