Our initiatives to help Vodafone customers
To support our customers during this time, we have set up access to Click & Collect in selected stores in NSW. Below are the options for our customers to use Click & Collect:
a) Book an appointment to visit a store online.
b) Book an appointment to visit a store by calling customer care on 1555 from your Vodafone mobile or 1300 650 410 from any phone.
To help protect everyone’s safety and wellbeing, our teams will only be serving customers with appointments at the front of stores. Check out the stores available for Click & Collect in NSW below.
ACT
- Vodafone Canberra
- Vodafone Woden
- Vodafone Belconnen
We are supporting all Vodafone customers that are being impacted by stay at home restrictions by offering extended payment terms to customers that require additional time to pay their account. Impacted customers who are not able to pay their account by the bill due date should contact our collections team on 1300 650 405 to discuss our assistance options. This assistance may include the suspension of late payment fees and the creation of a payment arrangement plan to avoid any service restrictions or disconnection of your account.
We also have support for customers experiencing longer term financial hardship. An arrangement is available for customers that apply via our financial hardship process.
We’ve partnered with Ask Izzy to support those experiencing family violence and others in need by connecting them to local support services that provide meals, housing, financial aid, counselling and more. Ask Izzy is a free and anonymous website powered by Infoxchange. If you’d like to find out more about Ask Izzy, head to the Ask Izzy website.
All online orders placed with us are shipped free with express delivery across Australia. Vodafone offers free express delivery at all times - even when customers aren’t in lockdown.
There are five 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.
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.
3. Customer Support
You can contact our Customer Care team by calling 1555 from your Vodafone mobile or 1300 650 410 from any phone.
4. Visit a retail store
We are following each state’s directives in relation to retail operations. Due to rapidly changing situations, store operations may change at short notice.
In line with local restrictions, selected stores in parts of NSW are operating as Click & Collect stores. You can book an appointment at the Click & Collect section on this page.
For customers in other states, find a store near you. For everyone’s health and wellbeing, social distancing and capacity guidelines are in place in our stores. We have also increased hygiene measures and cleaning.
Closed stores
The following stores have been temporarily closed to support contact centre capacity and COVID-19 related business changes.
- Mo’s Mobiles Canberra
- Vodafone Partner – Tuggeranong
- Vodafone Partner – Kingsford
- Vodafone Partner - Parramatta
- Vodafone Mascot: Sydney Airport Gate A
- Vodafone Mascot: Sydney Airport Gate B
- Mo’s Mobiles - Sydney
- Vodafone Brisbane Airport
- Mo’s Mobiles – Clayton
- Vodafone Partner – Flinders Street
- Vodafone Partner – Glen Waverley
- Vodafone Partner - Hawthorn
- Vodafone Partner – Melbourne Central
- Vodafone Melbourne: Bourke Street
- Vodafone Melbourne Airport
- Vodafone Partner - Wendouree
- Mo’s Mobiles – Wheelers Hill
- Vodafone Partner - Bunbury
- Vodafone Perth Airport
- Mo’s Mobiles - Karawara
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
What can I do if my device is broken?
- Head to your nearest store.
- 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.
I’ve not received my device yet, can I track my order?
- You can track the status of your order using the order reference that was sent when you signed up.
- If additional support is required, head to your nearest store.
- If you’re unable to visit a store, please call customer care at 1300 650 410.
I have a number which was deactivated less than 60 days ago, can I get my number back?
Yes.
- Head to your nearest store.
- 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.
How do I get a replacement SIM card?
- Head your nearest store, where our team will be able to swap your SIM card.
- 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.
How do I change my plan?
- You can change your plan by logging into My Vodafone.
- 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.