Frequently Asked Questions

General FAQs

Please complete the below form:
  • Must be 20 characters and begin with: 89441000
  • Must be 20 characters and begin with: 89441000
  • This field is for validation purposes and should be left unchanged.
Your mobile number will be transferred onto your new SIM card as soon as possible, so please keep both SIM cards on you until this has processed successfully. Please note that this can take up to 1 full working day to complete.
Contact us to find out more.
You can find out the IMEI of your device by keying *#06# into the device.
You can set up Vodafone voicemail from your handset by dialling 1211. To switch voicemail off, dial 1210 from your handset. View the guide here.  
You can find out your own phone number by simply keying *#100# into the device.
If your phone isn’t set up to use mobile data or picture messaging (MMS) yet you’ll need to refresh your settings. To do this text WEB to 40127 (free from your Vodafone mobile). You’ll receive a message like this: faq1 Shortly afterwards you’ll receive configuration instructions specific to your device.
Contact us with your IMEI & mobile number – we will then request this on your behalf. To unlock your device will take 2-10 working days, and we’ll let you know when it’s completed. For accounts with more than 10 mobile numbers, please contact your account manager as there may be a charge for this service.

Getting Started

Please complete the below form:
  • Must be 20 characters and begin with: 89441000
  • Must be 20 characters and begin with: 89441000
  • This field is for validation purposes and should be left unchanged.
Your mobile number will be transferred onto your new SIM card as soon as possible, so please keep both SIM cards on you until this has processed successfully. Please note that this can take up to 1 full working day to complete.
You should receive a confirmed connection date, which is when your new number will be connected onto the network. You shouldn’t need to do anything on this date other than placing the SIM card into your device.
Your number will transfer to the Vodafone network between 9am and 5pm. During this period your existing SIM will stop working and you will need to insert your new SIM into your device. You may notice that some services aren’t working at points whilst others are, so we recommend intermittently rebooting the device to push through any updates. If you experience issues after 4pm, please contact us for technical support.
You can find out the IMEI of your device by keying *#06# into the device.
You can set up Vodafone voicemail from your handset by dialling 1211. To switch voicemail off, dial 1210 from your handset. View the guide here.  
You can find out your own phone number by simply keying *#100# into the device.

Account & Bills

To view the Onecom guide explaining how to read and understand your Vodafone bill click here.
You can change your bundle to increase your monthly allowance of texts, minutes or data at any point by calling or emailing us – please note that there may be an additional charge for this.
If you’re new to the Vodafone network then it’s likely your first bill will be pro-rata, taking into account any extra weeks outside of the standard monthly billing period. Your first bill will start on the date you begin your new contract and finish at the end of the next calendar month, so it will be higher than a standard month. If you’re not new, or you think you may have been overcharged, contact us.
You can set up a My Vodafone account by clicking on the “Register for My Vodafone” link on this webpage – https://www.vodafone.co.uk/myvodafone/. If you have any issues, just let us know.
You can manage your spending, check your balance and access your account through a My Vodafone Account – https://www.vodafone.co.uk/myvodafone/
You can find out your own phone number by simply keying *#100# into the device.

Going Abroad

Using your mobile device whilst abroad can be expensive, but it needn’t be. There are a number of options available to reduce the costs involved, such as Vodafone EuroTraveller and Vodafone WorldTraveller. To apply an option to your account, or for full details on all of our options, along with compatibility, guidelines and usage restrictions, please get in touch with us. Your number will also be automatically opted into a roaming data cap, which is set at a monthly spend limit of £39.33 (exc. VAT) for data usage abroad (not applicable with some roaming options, please check with us for more details). To opt out of the data cap, or to bar usage (fully or data only) whilst roaming, just let us know.
Your device should automatically connect to the best available network within the area. If this doesn’t happen, or you’d like to manually select the network that you are connected to, please follow the below instructions:
  • Navigate to your device’s mobile network settings
  • Navigate to the carrier/network option within this menu
  • Within this option, there should be an option to switch automatic network selection off, select this
  • Your device will now manually search for available networks, which you will be able to select from
If this does not work, contact us.
You may notice that you are unable to retrieve your voicemail messages through the normal 121 route whilst abroad; instead you will need to dial +447836 121 121, where you will be asked for your security pin. You will need to set your security pin prior to leaving the UK; this can be done by dialling 121, followed by option 4 and 2 on the mailbox settings.
Make sure you let us know before you go, so that we can make sure your device will be ready for use once you arrive. We can also discuss the options available to reduce the costs involved with using your device abroad. Remember that you need to make sure that your voicemail pin is set up before you leave the UK, so that you can retrieve any messages you receive whilst away. This can be done by dialling 121, followed by option 4 and 2 on the mailbox settings.

Technical Help

Removing iCloud via your device
  • Turn device on
  • Select ‘Settings
  • Select ‘iCloud
  • Press ‘Delete account
  • Enter apple ID password when prompted
  • Select ‘Turn off
Removing a Google account via your device
  • Navigate to ‘Settings
  • Select ‘Accounts
  • Select ‘Google
  • Select your Google account
  • On older Samsung Galaxy phones, press the ‘Remove Account‘ button in the bottom-right corner of the phone
  • On newer Galaxies, press the word ‘More‘ or three dots in the top-right of the screen and press the ‘Remove‘ button
Please ensure that your device is backed up, packaged securely in bubble wrap and that the back cover, battery and any accessories have been retained unless you have been advised otherwise. If your device is registered to iCloud or Google, please ensure that these accounts are removed prior to sending the device to us. Removing iCloud via your device
  • Turn device on
  • Select ‘Settings
  • Select ‘iCloud
  • Press ‘Delete account
  • Enter apple ID password when prompted
  • Select Turn off
Removing a Google account via your device
  • Navigate to settings
  • Select accounts
  • Select Google
  • Select your Google account
  • On older Samsung Galaxy phones, press the Remove account button in the bottom-right corner of the phone
  • On newer Galaxies, press the word More or three dots in the top-right of the screen and press the Remove button
Log into your My Vodafone Account and follow the below instructions:
  • Choose “See usage details” followed by “Manage services” from the menu
  • Pick “Sure Signal” in the menu and then “Register Sure Signal
  • Enter the address and floor of where the Sure Signal will be used as well as the serial number on the back of it
You will then need to connect your Sure Signal by following the below instructions:
  • Plug one end of the Ethernet cable into your Sure Signal
  • Plug the other end of the cable into the Ethernet port on your broadband router
  • Connect your Sure Signal to the main. It should be active in less than an hour, but it can take up to 24.
Check your coverage and network status – see what network coverage is available in the immediate area (by postcode), check on schedule maintenance or technical issues. Update your network connection by switching off and restarting your device. If coverage is normal, there is no maintenance or an issue in your area and restarting your phone hasn’t worked: Follow the attached guide (Troubleshooting guide – Mobile devices) on how to do a soft reset and manual roam on your device. Download PDF troubleshooting guide mobile devices vrs 1.3
It may be that your SIM or phone is faulty. To test for a faulty SIM, try your SIM in a different phone. If none of the steps above have fixed or identified the problem, contact us  for advice.