26-07-2011 06:24 PM - edited 19-09-2012 02:20 PM
01-12-2010 08:20 AM - edited 17-10-2013 09:14 AM
If you’ve got a handset provided by Vodafone, whether Pay Monthly or Pay As You Go, we’ll help out with getting any faulty phone or device repaired if it has a manufacturing fault. This doesn’t cover liquid/moisture damage or physical/accidental damage.
How long is the warranty on a Vodafone handset?
What is covered by the Vodafone repair service?
How to arrange the repair:
For Pay Monthly Customers:
Either Contact Vodafone Customer Service to arrange a postal repair where your faulty phone is posted to us and we send it back fixed, or visit your Nearest Vodafone Store in order for them to send your phone away to be repaired and you can collect it once its ready. If you have an Apple iOS7 device, please see below.
For Pay As You Go Customers:
Visit your Nearest Vodafone Store in order for them to send your phone away to be repaired and you can collect it once it’s ready. If you have an Apple iOS7 device, please see below.
For customers with Apple iOS7
If you're using a device with iOS7 software you'll need to disable the Find My iPhone service before sending the phone.
To do this through your phone:
- Tap Settings
- Tap iCloud
- Switch off Find My iPhone
- Enter your Apple ID password
- It will then tell you it's turning off, show as switched off and send you an email to confirm
To do this through iCloud:
- Go to https://www.icloud.com/#find on a computer
- Enter your Apple ID and password
- Click Find My iPhone
- Once the search is done click All Devices and select the one you need to remove
- Click Remove from account
- Click Remove to confirm that you want it removed from the account
How do I check on the progress of my repair:
We have an online repair checker here: Check my Vodafone repair. Simply enter your mobile number and repair reference and you'll get the latest update.
Don’t lose your precious stuff:
When we service your phone, we erase all contacts, photos, games and ring tones including anything saved on the memory card, so make sure you back up your info before hand.
** Your contacts should be copied from your phone memory to your SIM
** Your photos, games and tones should be downloaded to a pc to back them up
For more information on backing up your phone check out our online help centre, here.
What happens during repair:
We’ll send your phone to our UK repair centre to be assessed by one of our expert technicians, who’ll work as hard as possible to get your phone repaired quickly. Some more complicated faults take more time to fix. If you want updates by email or text on the progress of your repair, you can request this when your repair is booked in.
Vodafone Repairs - frequently asked questions
What isn’t covered:
It’s really important for us to stress that sometimes, your phone may not be covered by your manufacturer’s warranty, and in these circumstances we’re not always able to repair your phone. Below are two very specific examples of what won’t be covered:
Liquid / Moisture Damage
Moisture can corrode internal parts, but sometimes the source of the damage isn’t as obvious as rain or dropping your phone in water. Steam from the kettle, bath or shower, or changes in climate are all common causes to be aware of. Not all damage of this kind is visible and can only be spotted when we inspect the phone for repair.
Physical / Accidental Damage
If your phone has been physically damaged, even accidentally, it’s not covered by the manufacturer’s warranty. In this case, we won’t be able to repair your phone.
What if there’s no fault found:
It’s not always possible to fix an intermittent fault, so give as much detail as possible in order to avoid your phone having to be returned un-repaired.
01-12-2010 08:21 AM - last edited on 30-10-2013 04:50 PM by KD
A network unlock code allows you to unlock your handset so that you can use a non Vodafone sim card (such as an overseas sim when you're abroad).
Here are some of the most commonly asked questions:
How much does it cost to unlock my phone?
For Pay monthly customers, there is a £19.99 charge if you’re requesting a Network Unlock Code within 12 months. After 12 months, it’s free to unlock.
For Pay As You Go customers, there is a £19.99 charge and this will be taken from your credit. You’ll need to make sure there’s at least £20 credit on your PAYG account before requesting the NUC.
How long does it take to unlock my phone from the Vodafone network?
Many codes are sent within 24 hours but some take a few days and a few may take up to 2 weeks to obtain. For more information see here.
I've got my Network Unlock Code, how do I unlock my BlackBerry device?
We've put together a video to show you the steps you need. Go to the unlock my BlackBerry video
I've got my Network Unlock Code, how do I unlock my Nokia phone?
We've put together a video to show you the steps you need. Go to the Unlock my Nokia video
The following questions are specific to iPhone Unlocking
How long do I have to wait for my phone to be unlocked?
Minimum 48 hours.
Do I receive an unlocking code?
No, a notification is sent to your phone and a resync with iTunes is required to complete the process. When connecting to iTunes, please ensure that a non-Vodafone SIM is inserted into the iPhone.
Does it work as soon as I'm told it's done or do I need to wait for Apple?
The confirmation is sent to you by Apple and not by Vodafone so you’ll need to wait for Apples notification to complete the process.
Who do I contact for updates?
If you’ve not received the notification within 7 days of Vodafone notifying you that we’ve requested the phone to be unlocked by Apple, then please contact us via Web Chat or 191. Please note, we’re unable to provide updates on your unlocking request once we’ve informed you that it’s been requested by Vodafone.
Does the phone need to have been used on Vodafone UK?
No, however the phone will need to have been purchased from Vodafone UK either on a Pay Monthly or a PAYG agreement and proof of purchase will be required.
Do you need to be in the UK to complete the unlock process via iTunes?
No, but the phone would need to have been purchased from Vodafone UK as above. If you’ve not purchased the phone from Vodafone UK, you’ll need to speak to your handset provider.
What if I have my iPhone exchanged?
If the handset has been exchanged by Vodafone UK then we can still request that your phone is unlocked with Apple. If the handset is exchanged via Apple or another third party (e.g. insurance claim) you’ll need to contact the company that provided your replacement for either an unlocking code, or you can ask the third party to notify us of the new IMEI details. We’re only able to request handset unlocks for phones that have been sold by Vodafone UK or if we've received the new IMEI details from the third party.
26-07-2011 06:29 PM - edited 05-10-2012 02:23 PM
Why does Vodafone have its own software on phones?
We customise phone software to optimise customers' experience of the device on the Vodafone network and to enable access to our services. At a basic level, this can involve ensuring services like MMS, voicemail and data connections are set correctly. In other instances, our customisation is more extensive such as the preloading of services (People, My Web, 360 Shop, etc), but this varies from device to device.
Why does Vodafone delay the issue of future software updates?
Prior to releasing or approving any software update for customers who have bought a handset through Vodafone, we test it thoroughly to ensure it provides customers the best possible experience on our network. Our testing process begins as soon as we receive the software, which often happens once the manufacturer has already released the open market version of the software. During the review process, we report any issues with the software back to the manufacturer for them to address. Once the firmware is approved by Vodafone, we return it to the manufacturer and they will then distribute the software to customers through the appropriate channels.
We undertake this process with every device that we sell to customers, regardless of whether or not the handset contains Vodafone branded software.
If you have purchased the device from another company (Phones 4U, Carphone Warehouse etc) it is possible that the device may not be on the Vodafone version of software. In this case the manufacturer would be in control of releasing any future updates
Do you add or remove anything compared to the standard firmware?
To ensure the handset is optimised for performance on Vodafone, we will sometimes add or remove certain functions. As an example, we would remove an App that only worked in America, to avoid confusion for people trying to use it in the UK. We also remove other operators' settings from the handset to free up onboard memory.
When will the update be available?
As mentioned above, there are numerous factors which influence a release date which means we cannot give a date; even an estimate would often change.
What happens if I update my phone to an unofficial (non-Vodafone) version of software?
All mobile phones that we sell are covered by the manufacturer’s warranty. Provided users are downloading official software, whether operating system updates or applications, via the manufacturer’s website, PC software or Over The Air there should be no impact on its validity.
Any update that users are prompted to download to their device through an official channel (either by the manufacturer or Vodafone directly) is classed as an official update. For example, if you are told an update is available for your Samsung Galaxy S through Samsung’s Kies PC Sync software, your warranty won’t be impacted if you choose to install it.
Your warranty may be invalidated if you download software which fall outside of this process.
As there is nothing more we can add we won't reply in firmware related discussions other than to quote or link to this information, however, we are happy for you to discuss firmware related topics. We will always leave one main thread open per phone and then direct any new queries about the same issue to the original thread. This makes sure any interested eForum members will know where to come to discuss any firmware feedback. As this will be a discussion thread we won’t respond to any questions, but we will monitor the thread and pass comments back to the business where appropriate.