Some Vodafone UK Broadband Users Struggling to Claim Switching Credit UPDATE

Telecoms provider Vodafone UK has confirmed that they’re “working hard to resolve” a problem that appears to be making it difficult for some of their new home broadband customers to claim the operators offer of up to £100 in “switching credit” for inward migrations. This is offered to those who incur Early Termination Charges (ETCs) when leaving their existing ISP.

New customers who believe they may be eligible to claim the Switching Credit, due to having left their previous ISP before the end of their minimum contract term, typically have to fill in a web form on Vodafone’s website and provide proof of the charges. But since late December 2024 a few people have found that, upon pressing ‘Submit‘, the form attempts to redirect to a new page and errors out (fails).

The issue has been found to occur across different web browsers and computer systems, which suggests that it may be caused by something on Vodafone’s side of the process (possibly an incorrect URL in the process). Several related complaints about this can be found on social media and the provider’s own Community Forum.

“Multiple different computers and phones and different browsers. Support clueless and unable to help. Very obviously broken at their end,” said one of those affected.

A Spokesperson for Vodafone UK told ISPreview:

“We’re sorry to our customers who are experiencing issues with claiming switching credit. We are aware of the issue and our teams are working hard resolve it.”

The good news is that most of those impacted have since managed to get the issue resolved, usually by popping into a store to do it or raising a support request, although there are complaints about the latter being quite a time-consuming process. A few others have separately found that the form did eventually submit, albeit only after they made quite a few attempts. Hopefully Vodafone will have resolved the bug by the time this story goes live.

UPDATE 8:42am

Vodafone has just confirmed that “the issue has now been resolved.”