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How to cancel Vodafone

By Claire Nottage | Thursday, August 12th 2021

It’s very easy to let your broadband service just trundle on and keep paying out each month when everything is working fine, even if you know that switching to another provider could save you money. However, when things go wrong, or a change of circumstance forces your hand, it’s time to cancel and start the search for a new broadband deal.

If you have already decided to cancel your Vodafone broadband package – or indeed your Vodafone mobile contract – rest assured it’s a straightforward process. There are just a few things you need to know before you make the call. In this guide, we walk you through the details to help make your switch as simple as possible.

Things to do before you cancel Vodafone

Before you get in touch with Vodafone and decide to make the switch, make sure you have the following information ready.

  • Check if you’re still in contract – Before you do anything, you need to check whether you are still in contract with Vodafone. You can easily find out either by locating your original paperwork, logging in to your account online or just calling customer services. You will have been sent an email by Vodafone confirming your new contract when you signed up, which, unless you deleted it, will provide you with the information.
  • Take a note of Vodafone’s contact details – Make sure you have Vodafone’s phone number to hand. If you have a Vodafone mobile you can call for free on 191. Otherwise, standard rates apply if you call customer services on 0333 304 0191.
  • Decide on a new provider – It’s best to only get in touch with Vodafone to tell them you’re leaving once you have scoured the market to see what else is currently available. This will give you an idea of how much you think you should be paying and whether you can get a better deal for less money with another provider.

Cancelling Vodafone if you’re still in contract

Cancelling while still in contract with any provider is always best avoided due to that small issue of early termination fees. The contract you have with Vodafone is exactly that – a legal contract – so unless you have legitimate reasons for breaking that contract, your broadband provider will hold you to the payments you agreed to make when you signed up.

In most cases, you will be expected to pay every single penny outstanding, so if you still have six months left on your contract, for example, and you are paying £25 per month, you will have to cough up £150. This may seem a bit steep, but these legalities are laid out in the terms and conditions which you have to say you have read before you can sign up, so unfortunately you won’t have a leg to stand on unless your situation falls into one of the following exemption categories.

When you can cancel Vodafone for free

There are some scenarios in which you are legally entitled to cancel your Vodafone broadband service without having to pay early termination fees.

  • Within the initial cooling-off period – If you have had a change of heart early on and decide you want to cancel your service within the first 14 days. In this case, you will not be liable for paying early termination fees, but you will still be expected to cover the cost of line rental, installation, activation and connection, and any calls you have made that are not included in your package. Occasionally, you’ll need to cover the cost of return postage. If so, Vodafone will let you know when you contact them.
  • If Vodafone raises prices mid-contract – If Vodafone puts up the price of your package mid-contract, you are permitted to terminate your contract within 30 days of Vodafone informing you of its intention to do this.
  • If your speed is slower than promised – If you are not receiving the speed you are paying for and Vodafone is unable to improve on it, you can cancel your contract. However, the average speeds promised when you sign up are based on a cabled connection, not a WiFI connection, so make sure you run a speed test on a device directly plugged into your router.
  • If the connection is unreliable – If your service faulty or keeps dropping out and you experience a regular loss of connection and Vodafone is unable to resolve the problem, then you have grounds for terminating your contract without financial consequences.

Cancelling Vodafone if you’re out of contract

If you have passed your minimum contract term then you are free to cancel your Vodafone service and switch broadband provider. Before you call up and let Vodafone know the bad news, it’s a good idea to start doing some research and see what other deals are out there.

There are some good reasons for doing this. First, it will give you an idea of how much you can save by switching to a new deal, and second you will be able to see what other options are available, from faster speeds to special offers for inclusive TV deals. You can use our broadband comparison tool to do this easily. Once you have narrowed down your options, you can then call Vodafone.

No broadband provider ever wants to lose an existing customer, so it is likely that Vodafone will offer you a better deal than what you currently have in an attempt to entice you to stay. However, it is unlikely to be better than what you will get as a new customer moving to a new provider, so if you’re determined to move then stick to your guns and turn down the offer.

Cancelling Vodafone if you’re moving home

If you are moving home and you are still mid-contract with Vodafone then it is highly likely that the service will be available at your new address because Vodafone operates over the widely-used Openreach network that covers much of the country. In the remote chance that Vodafone cannot provide you with a service at your new address, you will be expected to pay all due fees up to the date you wish to end your service. Termination fees still may be payable in some cases.

Cancelling Vodafone Mobile

As with your home broadband service, if you wait to leave Vodafone until your mobile contract has ended, then you are free to move to another provider. If you want to leave mid-contract, however, you will be expected to pay all outstanding monthly fees – both for your handset (if you bought one) and for your monthly data and calls costs.

When you reach the end of your contract, Vodafone will simply keep charging you the same for your monthly data and calls unless you decide to do something about it. At this point you can either choose to leave Vodafone completely, or switch to a new SIM deal with Vodafone, which can save you some cash.

If you want to leave Vodafone completely, and you don’t want to keep your number, you can call Vodafone customer services on 191 from your handset or 03333 040 191 from a landline and give 30 days’ notice of your intention to cancel.

If you want to take your existing phone number to another network, you will need a PAC code (Porting Authorisation Code) from Vodafone to give to your new provider. You can do this by logging on to your Vodafone account and following the instructions, by texting PAC to 65075, or by calling Vodafone customer services directly on 191.

Frequently asked questions

Do I need to return my Vodafone router?

Yes, Your router is the property of Vodafone and should be returned when you cancel your contract. To arrange a collection, you should call 08080 034 515 (the contact number to return broadband routers only) or 191 from your Vodafone mobile if you have one.

Can I keep my Vodafone landline number if I cancel?

If you are moving to another broadband provider on the Openreach network – such as BT, Sky, TalkTalk or Plusnet – you may be able to keep your existing phone number. You will not be able to keep it if you move to Virgin Media.

What is Vodafone’s cancellation number?

To get in touch with Vodafone, you can call customer services on 03333 040 191 or call 191 from your Vodafone mobile.

Will I get a refund?

If your service ends mid month then you will be refunded for any advance payments you have made, such as line rental, but you will also be charged for any out-of-plan usage charges, such as calls to non-inclusive numbers if you are cancelling your Vodafone mobile plan.

How can I find out how much my termination fees will be?

You can either call Vodafone customer helpline and an advisor will help you with this or you can text INFO to 85075 from your Vodafone mobile and you will be sent the total amount still due. Alternatively you can log on to your account online which will show this information.

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