THOUSANDS of Vodafone customers experienced internet issues today as the broadband provider faced a massive outage across the country.
However, the brand is now claiming the issues are resolved, reports the BBC.
Vodafone told the publication the outage affected only “1%” of its 1.1million British customers and that all reported issues have been repaired.
However, if you are still suffering issues with your internet, call or mobile services you may be entitled to compensation.
The internet firm claims to pay out £9.33 for each day broadband and home phone services are not repaired after two full days of no service. They will also pay £29.15 for each missed appointment, or for appointments cancelled with less than 24 hours’ notice, plus you’ll get £5.83 for each calendar day delay to the start of the new service.
Read our Vodafone Down blog below for the latest news…
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How can I fix Vodafone network problems?
If you’re struggling to get through to Vodafone, you can try rebooting your network router.
You can do this by switching it off, waiting 30 seconds, and then turning it back on.
Of course, there is no guarantee that this will fix your internet problems.
If you’re an EE customer, here is a guide on what to do if your signal cuts out.
If you’re an O2, GiffGaff, Sky Mobile or Tesco, you should read this guide instead.
And for people concerned about their Virgin Media connection, here is a guide on what to do.
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Vodafone claims all issues are fixed
Vodafone UK has told the BBC that today’s internet issues have been resolved.
According to the brand, the outage only affected “1%” of its 1.1million UK customers.
However, some social media users are still complaining of issues.
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What’s the difference between megabits and megabytes?
One important thing to look out for is the difference between megabits and megabytes.
Internet speeds are often described in megabits per second (Mbps), or just megabits (Mb).
Meanwhile, file sizes are often described in megabytes (MB).
One megabyte is equal to eight megabits.
So if you had 100Mbps internet speed, you would be downloading 12.5MB every second.
Which means a 500MB file would take 40 seconds to download – not five seconds.
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Customer complaints slowly falling
Customer complaints about Vodafone’s broadband issues are slowly falling as the day goes on.
Currently, the number of complaints according to Downdetector is just under 700.
Earlier today the number of reported issues peaked at over 2,800.
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Vodafone working to restore internet ‘as quickly as possible’
Thousands of Vodafone customers are still experiencing broadband issues.
In the last hour, the brand’s official Twitter said the company is doing everything it can to fix the problem.
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Vodafone ‘identifies the issues’
Vodafone UK has confirmed its engineers have identified the issue affecting customers and are now working to resolve the problem.
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A handy broadband speed guide
Knowing what speed you need your broadband to be can be difficult, but having the right speed for you is more important than ever.
With that in mind, here is a handy guide for broadband speeds:
- 0.5 megabits per second – Required broadband connection speed
- 1.5 megabits per second – Recommended broadband connection speed
- 3 megabits per second – Recommended for SD quality
- 5 megabits per second – Recommended for HD quality
- 25 megabits per second – Recommended for 4K quality
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Issues are widespread
The outage appears to be widespread, with customers experiencing issues in London, Cardiff, Birmingham, Manchester and Edinburgh.
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Customers still suffering from issues
Customers have taken to social media to vent their frustration with Vodafone.
One user said: “I work from home in Edinburgh and this is impacting my work from home. When will this issue be resolved?”
A second added: “Not even a year into our commitment with Vodafone and yet another outage! Seems to be prominent outages around holidays! Last one was at Christmas for nearly a week!”
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Am I entitled to compensation from Vodafone?
Depending on your issue, you may be entitled to compensation or an account credit.
The best thing to do is to contact Vodafone and see if it can resolve your problems for you.
Internet firms usually pay out £8 for each say that broadband and phone service is not repaired after two full days of no service.
If you’re a mobile customer and you suffer from a lack of service then depending on the circumstance you may be entitled to a refund or account credit.
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Vodafone ‘investigating’ issues
Vodafone are currently “investigating an issue impacting home broadband customers”.
There were over 2,500 reports of issues with many taking to social media to complain about the provider.
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How can I fix Vodafone network problems?
If you’re struggling to get through to Vodafone, you can try rebooting your network router.
You can do this by switching it off, waiting 30 seconds, and then turning it back on.
Of course, there is no guarantee that this will fix your internet problems.
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Does Ofcom have rules about mobile outage compensation?
Yes. The telecoms regulator has approved two alternative dispute regulation (ADR) schemes – CISAS and Ombudsman Services: Communications.
Vodafone is a member of CISAS, so it is the organisation to contact if you have unresolved issues with your network.
ADR schemes act as an independent middleman between the service provider and the customer when a complaint can’t be resolved.
You have to wait eight weeks after contacting Vodafone before contacting CISAS under its rules. It’s also free to lodge an application or complaint.
You may receive compensation once CISAS has undertaken an investigation.
An investigation could take up to six weeks.
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How can I complain to Vodafone about a network problem?
Vodafone has a section on its website on how to complain to the network provider if you’re unhappy with your service.
It gives you steps to follow before offering you the alternative of ringing the complaints team on 0333 3040 441.
There’s also a live chat service or a form you can fill in.
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How do I check the service status of Vodafone?
The network has a service checker on its website where you can find out if it’s your area that is facing problems or just an issue with your device.
You can also subscribe to receive alerts, which tell you if there are any problems and how Vodafone is fixing them.
On the same page, there is also advice and guidance about what to do if you’re facing problems.
For Vodafone broadband users, there’s a separate page on what to do if you have slow speeds, internet cutting out or you can’t connect at all.
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Is Vodafone experiencing issues today?
Vodafone last went down on April 10 as thousands of customers were left without access to landline broadband.
The outage was widespread, with customers experiencing issues in London, Cardiff, Birmingham, Manchester and Edinburgh.
In February, hundreds of customers were unable to get online following an outage too.
Vodafone runs its own network so you’re not relying on other providers to fix any issues.
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How to get great value broadband
There are a few tricks you can use to decrease the price of your broadband.
Most providers offer a good value introductory rate for the first year or 18 months of your contract, before bumping up the price significantly.
So, once your contract is winding down, we recommend shopping around and switching providers to keep your costs low.
It’s easy to change providers, so with a bit of organisation and attention to when your contract is about to end, you can save yourself a lot of money.
Another way of getting a discount is looking out for new providers offering good rates.
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Customers complain about price rise
Vodafone customers are complaining about the recent price hike as they continue to face issues with their broadband.
One customer said: “Vodafone broadband is still down throughout much of the uk. Yet you’re still happy to screw people with a 14% price rise.
“Is anyone from Vodafone going to bother to acknowledge this problem?”
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What’s the fastest internet provider in the UK?
Choose.co.uk reckons that Virgin Media provides the fastest internet in the UK.
USwitch also rates Virgin as the overall fastest provider in its Broadband and Mobile Awards.
However, it’s worth bearing in mind that just because it’s the overall fastest provider, it doesn’t mean it’ll be the best provider for you.
Some providers such as Hyperoptic are only available in limited areas in the UK, but can provide seriously quick speeds; one of their packages offers 1GB speeds, which is enough to download an entire HD film in less than 10 seconds.
We recommend checking a price comparison site to make sure you get the fastest internet available in your area.
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You can use mobile data if your broadband is down
If your home broadband is down, you can always use your smart device as a hotspot.
This will let your computer, TV or games console connect to your phone’s mobile data.
However, make sure to be careful with your usage, as it is very easy to run out of mobile data if you are on a contract.
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Downdetector reports rise
There are now over 2,800 reports on Downdetector of issues with Vodafone.
The majority of complaints are still in relation to landline internet issues.
One customer slammed the company as “ridiculous” after services dropped.
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What’s the best broadband provider in my area?
To find out the best broadband provider in your area, use one of the tools on a price comparison site, such as USwitch.
They’ll check your postcode and work out which provider will give you the top speed. It will also show you the range of speeds that you can expect in your area.
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This is not the first time Vodafone has gone down
It’s not the first time Vodafone has gone down for customers leaving them without internet.
In February, hundreds of customers were unable to get online following an outage.
In October last year, over 1,000 customers were left with broadband and Wi-Fi issues.
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Vodafone investigating broadband connection issues
Vodafone is currently “investigating the broadband connect” issues that many are facing this morning.
The spokesperson added: “Our dedicated teams are working to get everything restored as quickly as possible.”
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Am I entitled to compensation from Vodafone?
Depending on your issue, you may be entitled to compensation or an account credit.
The best thing to do is contact Vodafone and see if it can resolve your problems for you.
Internet firms usually pay out £8 for each day that broadband and phone service is not repaired after two full days of no service.
If you’re a mobile customer and you suffer from a lack of service then depending on the circumstance you may be entitled to a refund or account credit.
Meanwhile, you can log a complaint with Vodafone on its website.
