Support for frontline volunteers and customers affected by the bushfires

 

Like all Australians we are devastated to see the effects of the continuing bushfires.

For our customers who may be impacted at this time and to show our gratitude to the brave volunteers who have given their time and risked their lives to protect communities, homes and animals across Australia, Vodafone has put in place the following measures to ensure that they have the support they need.

Emergency websites

To help you find the right information for your situation, here’s a list of emergency services websites for all states and territories.

Donations

Join us in supporting those affected by the Australian bushfires by donating to the Australian Red Cross Disaster Relief and Recovery appeal.

Vodafone Foundation will match dollar for dollar the first $250,000 of donations made to the Red Cross through the Vodafone ‘gofundraise’ page. Click the Donate now button below and together we can raise over $500,000 to help those impacted across the country.

Donate now

Bill payment support or relief

Hardship measures

If the bushfires have caused you financial hardship and your ability to make a payment has been impacted, please let us know as soon as possible so we can support you with your payments. We have a range of options available.

For full details and to make an application please go to our financial hardship page and complete the application process, or call us on 1300 650 405 between 8am-8pm AEST Monday to Friday.

Pause your service

If you do not need your Vodafone mobile service or are experiencing issues in accessing the Vodafone network as a result of the bushfires, you may also elect to pause your service for 2 bills and we will waive the usual $10 and $5 fees that apply for this pause option. You can find more information on our pause your plan page.

You can pause your mobile plan by calling 1555 from your Vodafone phone or 1300 650 410 from any phone.

If you are a Vodafone NBN customer and your service has been lost or you are not able to use it, you can also ask us to disconnect it until you’re ready to use it again. That way we will not bill you for the NBN service during the disconnection period.

Vodafone network areas impacted by bushfire

Updated 4pm, 29 January 2020

Vodafone engineers are working around the clock to restore services in bushfire-affected communities following power outages and extensive damage to infrastructure in parts of NSW and Victoria.

We are working closely with emergency services to access sites, many of which are in exclusion zones where sites are simply not safe to access.

During this time, Vodafone customers will be unable to access 4G data and voice services in those areas. Where Optus roaming is available, customers will be able to roam and use 3G voice and data services. Customers will still be able to make 000 emergency calls if any other mobile network is available.

We apologise for the inconvenience and thank customers for their patience and support for bushfire-affected communities.

Restored areas

Vodafone has recently restored the following areas to service:

NSW
  • Annangrove Park
  • Batemans Bay
  • Bega
  • Bergalia
  • Bewong/Tomerong
  • Blackwall
  • Bodalla
  • Brooklyn
  • Bucketty
  • Cobargo
  • Curl Curl
  • Dignams Creek/Tilba Tilba
  • Enmore
  • Ettalong Beach
  • Freshwater
  • Gwynnville
  • Lane Cove
  • Mooney Mooney
  • Mt White
  • Mulgoa
  • Narooma
  • Newell Hwy
  • Ourimbah
  • Pearl Beach
  • Phegan’s Bay
  • Quaama
  • Rushes Creek
  • Somersby
  • Tahmoor
  • Terrigal
  • Umina
  • Wolumla
  • Wonboyn Lake
  • Woy Woy
VIC
  • Cann River/Donald
  • Genoa
  • Maramingo Hill/Waygara

Impacted areas

Work is ongoing to restore power or repair damage in the following areas. The assessments to date have indicated more extensive damage and therefore longer restoration times and our technical teams are continuing to monitor network performance to ensure all services are restored as soon as possible:

NSW
  • Bell
  • Mogo
  • Moruya
WA
  • Two Rocks

Loss of Vodafone mobile or NBN service

The bushfires have had a significant impact on communication facilities and electricity supply which has impacted our ability to provide mobile and NBN services in some areas.

Our NBN Vodafone Wi-Fi Hub modem already provides “4G Back Up” which means that even if the fixed-line NBN connection is not working, customers will already fall back to the Vodafone 4G mobile network (if available). We’ve been working non-stop to return service as quickly as possible but in some cases the damage is significant or we rely on other telecoms lines or electricity supplies that remain unavailable. Fortunately, in most cases the outages have been for short periods but some areas remain impacted.

If you have experienced a loss of service please contact us by calling 1555 from your Vodafone phone or 1300 650 410 from any phone to discuss options.

Other useful information

Emergency calls

It's important that you can contact emergency services should the need arise. So, even outside our coverage area you'll be able to call emergency services using any other available mobile network (your phone will show something similar to 'SOS only' or 'Emergency calls only' when you do). Emergency calls should only be used to request help from an emergency service organisation in a life threatening and/or time critical event.

What it costs

There is no charge for calls made to emergency services regardless of whether your service is active or inactive.

There are 2 emergency call numbers you can dial from your mobile:

  • • 000 within Australia
  • • 112 both within and outside Australia

 

You can use the above numbers to contact emergency service organisations, including police, fire and ambulance. There's more information about emergency calls on the federal government's triple zero website.

In Australia emergency calls to Triple Zero can be made with or without an active SIM in your phone.

If your phone does not have access to the Vodafone network you may still be able to make an emergency call on another mobile network, which is why you may see 'Emergency calls only' or similar on the screen.

Emergency calls can be made wherever your phone can see any mobile telecommunications network, however if you are travelling in a rural or remote area you should not rely upon your mobile phone to make an emergency call as there may be no mobile telecommunications network available, instead you should have other means of communications such as a satellite phone and for emergencies carry an emergency beacon.

When calling an emergency call number, information such as your number, name and service location (where available) will be disclosed to emergency service organisations, regardless of your call settings.

Emergency warnings and safety in emergency situations

Vodafone Australia is proud to work with government and emergency services to deliver the capability to send location-based emergency alert messages to users of our network in cases of localised or broader emergencies.

This capability enables emergency service agencies to send appropriate warning messages to all customers connected to the Vodafone network based on their current location in times of natural disaster or crisis. You will not receive warnings if you are out of Vodafone coverage.

Vodafone does not charge you or the emergency services a fee for delivery of these messages.

See more information about emergency alerts.