A significant outage affecting Vodafone’s broadband and mobile services has left thousands of UK customers frustrated and demanding compensation. With some users unable to access services for hours, the telecom giant is now facing scrutiny over its handling of the disruption.
The outage, which began on the afternoon of October 13, 2025, disrupted broadband, 4G, and 5G services across major cities like London, Birmingham, and Manchester. Vodafone has since apologised for the issue and reassured customers that its engineers were working to restore services. However, the length of the disruption has raised questions about compensation rights and the broader impact on users relying on stable connectivity for work and essential services.
Widespread Disruption Leaves Customers Fuming
According to Vodafone, the outage was caused by a “major issue” on their network. By the evening of October 13, over 130,000 customers had reported problems, with many unable to get online for hours. The outage affected both mobile and broadband services, but 2G voice calls and SMS messaging were unaffected.
Despite efforts to restore services, many customers, especially those in larger cities, remained offline well into the night. The impact was particularly felt by remote workers and businesses, with some users reporting they could not access critical work documents or contact family members. As one frustrated customer posted on social media, I’ve now had to take 2 hours unpaid which I will be claiming back from Vodafone.”
Other UK networks, including Voxi and Three, also experienced disruptions, with Vodafone’s customer service line and website becoming inaccessible for some users. Many have voiced concerns about the lasting consequences of the outage, including delayed payments or missed work commitments.
Vodafone Faces Growing Pressure to Compensate Affected Users
The outage has prompted an outcry over compensation. While Vodafone has apologised for the inconvenience, many customers are demanding financial compensation for the service interruption. According to Ofcom’s automatic compensation scheme, broadband users are entitled to £9.98 for each full day that their service is not repaired within two working days of reporting the fault. However, the disruption must last beyond the initial two-day window for users to qualify.
Telecom expert Sabrina Hoque from Uswitch.com explained that customers experiencing ongoing service issues should ensure they report them to Vodafone, as compensation may not be automatically issued unless the problem persists for several days. While some users are now back online, others are still struggling with intermittent connections, making it crucial for affected customers to keep Vodafone informed in order to claim any potential compensation.
Vodafone has yet to confirm the cause of the outage, and though services are gradually recovering, many users remain concerned about the reliability of their service. With the pressure mounting, it is likely that Vodafone will face increasing calls for a more transparent response and comprehensive compensation for those impacted.
