HUNDREDS of Vodafone broadband customers woke up this morning to find themselves without internet access.
Vodafone stated that its broadband services were directly affected by a CityFibre outage, as Vodafone relies on its infrastructure.
If you’re experiencing problems with your internet, phone, or mobile services, you could be entitled to compensation[/caption]
At its peak, more than 700 complaints were logged on the outage tracking website, Downdetector.
Issues first started at around 6.30am but were restored by 9.30am.
The vast majority of complaints (83%) related to issues with Vodafone’s landline internet services.
The technical issues were not confined to a single area, with reports of disruptions coming from major cities including London, Birmingham, and Glasgow, among others.
Customers took to X (formerly Twitter) to air their frustrations.
One said: “Broadband down since early morning in Peterbrough area, any chance of some communication on the issue please?”
Another said: “What’s going on with broadband?
“I have no Internet and it won’t allow me to check my service online!”
A third customer said: “Do something to reinstate your reputation quickly.”
Vodafone told us that the issue is with CityFibre is affecting some Vodafone customers.
A spokesperson added: “We’re aware of an issue with CityFibre affecting some of our customers.
“We apologise for any inconvenience and appreciate your patience. Our teams are engaged with CityFibre and working to resolve the impact to Vodafone customers.”
By 9.30am CityFibre issued a follow-up statement to confirm that the outage had been resolved.
A spokesperson said: “A configuration issue was causing intermittent problems on our network this morning.
“The issue was quickly identified and resolved, with everyone back up and running by 9.30am.
“We apologise for any inconvenience caused.”
How can I check if my service is down?
THERE are a few different ways to find out if your telecom provider is experiencing an outage.
Most mobile and broadband providers offer a service checker on their 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 and when they’ll be fixed.
You can also check on any future work they have planned and what it might mean for you.
Plus, you can check websites such as Down Detector, which will tell you whether other people are experiencing problems with a particular company online.
Can I get compensation?
If you’re experiencing problems with your internet, phone, or mobile services, you could be entitled to compensation.
Broadband providers signed up to Ofcom‘s automatic compensation scheme generally offer £8 per day for broadband and home phone services that remain unresolved after the first two full days of disruption.
Additionally, they provide £25 for missed appointments or those cancelled with less than 24 hours’ notice, along with £5 for each calendar day of delay in starting a new service.
The compensation process is typically automatic.
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.
If your problem is still unresolved after eight weeks, you can complain to an independent Alternative Dispute Resolution (ADR) scheme.
Vodafone is signed up to the CISAS ADR scheme.
