Our customer support response to COVID-19

We recognise that many of our customers’ needs and situations have rapidly changed as a result of the COVID-19 impacts.

To continue to support you during this challenging time, we have introduced a range of initiatives to keep you connected with those most important to you. We’re also working hard to increase local contact centre capacity, in order to take more of your calls.

Our initiatives to help you stay connected

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Additional support for customers experiencing financial hardship

We aren’t suspending services or undertaking debt collection for our customers that have entered into a financial hardship arrangement with us. Customers who are currently on our $10 Stay Connected Cap Plan can find their plan information online. We are supporting all Victorian residents that are experiencing stage 3 lockdown measures with no late payments fees and no suspension of services until restrictions are lifted.

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Data overage cost has been reduced to $5/GB in Australia

We’ve reduced the cost of data overage in Australia to $5/GB permanently for consumer and business postpaid mobile, tablet or mobile broadband plan customers who are not on endless data plans from 6th May 2020. This is to support customers who exceed their data inclusions and enter overage.

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nbn™ Education Assistance

Vodafone is partnering with NBN Co to support low-income family households with school-age children. We’ll provide these households with nbn™ until 30/09/20 - so they can have access to online education at home

If you’d like to apply for this assistance, head to our nbn™ Education Assistance page.

There are four ways to manage your account and get support:

 

1. Manage your account through My Vodafone
Download and use the My Vodafone app or you can access My Vodafone through our web version in order to view and pay bills, recharge your prepaid service, change your plan, get an add-on, check your usage and update your account settings. For help with using My Vodafone, you can check our My Vodafone user guide.

Download My Vodafone
Download My Vodafone

 

2. Visit our website for more information
Our online support pages are a great place for quick answers to many questions, as is our Live Chat service.

Find out more

 

3. Customer Support
We are asking customers to use self-service channels wherever possible. While we’re still experiencing some impact from various COVID-19 restrictions, our customer contact centres are currently operating. However, there may be longer than usual call wait times.

 

4. Visit a retail store
We have opened some of our retail stores that have previously been closed. For everyone’s health and wellbeing, we are strictly enforcing the Federal Government’s mandatory social distancing rules and guidelines around limiting the number of customers in our stores at any given time. Compliance with these measures is a condition of entry. At most stores, a Vodafone Host will advise when capacity has been reached and manage flow of customers into store.

In addition to social distancing, we have increased hygiene measures and cleaning in place. Our retail employees cannot assist anyone who is unwell or has been overseas in the past 14 days. You can find your nearest Vodafone store’s opening hours on our store locator page.

Find a store

Closed stores

The following stores have been temporarily closed to support contact centre capacity and COVID-19 related business changes.

Australian Capital Territory
  • Mo’s Mobiles Canberra
New South Wales
  • Vodafone Partner – Balgowlah
  • Vodafone Partner – Chatswood
  • Vodafone Eastwood
  • Vodafone Partner – Green Hills
  • Vodafone Partner – Kingsford
  • Vodafone Mascot: Sydney Airport Gate A
  • Vodafone Mascot: Sydney Airport Gate B
  • Vodafone Partner – Sydney (Pitt Street)
  • Vodafone Partner – Wynyard
Queensland
  • Mo’s Forest Lake
  • Vodafone Brisbane Airport
Victoria
  • Vodafone Partner – Bundoora
  • Vodafone Melbourne Airport
  • Vodafone Partner – Melbourne University
  • Vodafone Partner - Wendouree
Western Australia
  • Vodafone Perth Airport

Scams

We want to make sure you’re informed and kept up to date on any potential phishing scams - so you can stay protected during COVID-19. For more info, check out our scams page.

Frequently asked questions

Repairs

What can I do if my device is broken?

1. Head to your nearest store.
2. If you’re unable to visit a store, please call customer care at 1300 650 410.

You can find out more about how to repair or service your device on our support page.

Orders

I’ve not received my device yet, can I track my order?

1. You can track the status of your order using the order reference that was sent when you signed up.
2. If additional support is required, head to your nearest store.
3. If you’re unable to visit a store, please call customer care at 1300 650 410.

Inactive numbers

I have a number which was deactivated less than 60 days ago, can I get my number back?

Yes.

1. Head to your nearest store.
2. If you’re unable to visit a store, please call customer care at 1300 650 410.

You can find out more about how to reactive your number on our support page.

SIM swap

How do I get a replacement SIM card?

1. Head your nearest store, where our team will be able to swap your SIM card.
2. If you’re unable to visit a store, please call customer care at 1300 650 410 and we’ll organise a SIM card to be sent out.

You can find out more about how to replace and activate a SIM card on our support page.

Change plan

How do I change my plan?

1.You can change your plan by logging into My Vodafone.
2.For help understanding your options, head to your nearest store.

You can find out more about how to change your plan on our support page.

Helpful articles

Terms and conditions

$10 Stay Connected Cap Plan
For personal use by approved customers only. Must enroll for this plan between 20/4/2020 and 20/5/2020 (unless extended). On this plan, you can only use 3GB data per month in Oz, can make unlimited standard national calls and send unlimited standard national & international TXT. All other services (including international calls, Premium Services, 1223 &1225 directory services, 123 Ask-us-Anything, International Roaming, content purchases and call) will be barred. Eligible Customers are Consumer Postpaid Mobile and Business Customers on Red, Red Plus, Sim Only and Sim Only Plus plans that can verify that they are a current Vodafone customer experiencing financial difficulties and fill out a form on Vodafone.com.au and provide documentation which will be assessed on a case-by-case basis (‘Eligible Customers’). Customers on Business Flex and Business Grow plans cannot access this plan. Eligible Customers can elect to suspend their existing Postpaid Mobile or Business Red or Red Plus plan (Suspended Plan), including the monthly plan fees for up to 3 months and sign up to this plan. Customers who change to this plan with an existing Mobile Payment Plan (MPP), Accessories Payment Plan (APP), device insurance or other charges will be required to continue paying their monthly MPP or APP, device insurance or other charges. An Eligible Customer can only access this plan for up to 3 months (Term) and once only. At the end of the Term, customers will be contacted by Vodafone to move back to their Suspended Plan, at which point the plan inclusions and charges of your Suspended Plan will resume. During the Term, customers also have the option to move off this plan at any time to an in-market plan, however, doing so will forfeit any discounts or bonuses that the customer previously had on their Suspended Plan including any phone loyalty discounts. Once the data inclusion is used, access to mobile data will be cut off entirely until your next billing cycle (you may continue making standard calls and text within Australia however to use the internet, you’ll need to connect to Wi-Fi). Data included in these plans is not shareable with any other plan on your account and vice versa. Customers must apply to be on this plan at least 3 business days before their bill cycle ends and their entitlements refresh so that changes can be reflective in the next bill cycle. Prior to the end of the Term, a customer can request to be moved back on to their Suspended Plan by filling out a form on Vodafone.com.au, however, 5 business days must be allowed for this change to be made. Min monthly spend applies and must connect for min 1 month. Services subject to capabilities, network limitations & customer location.

This plan is not eligible for Bundle & Save. If your Suspended Plan is eligible for Bundle and Save and you have multiple eligible services with Vodafone and you change to this plan, your Bundle & Save discounts may be decreased. If your Suspended Plan is eligible for Bundle and Save, this will be reinstated when you move back to your Suspended Plan. If your Suspended Plan had a Loyalty Discount applied and you change to this plan for the Term, your Loyalty Discount will be re-instated when you move back onto your Suspended Plan.