Frequently Asked Questions
How do I participate in this promotion?
Purchase either Vodafone's Superfast 1 or Superfast 2 home Broadband, between 15th November and 2nd December to be eligible for this promotion.
Wait 30 days following the purchase of your qualifying broadband, and then submit your online claim no later than 60 days from your purchase day, as per the Terms and Conditions..
How many times can I participate in this promotion?
A maximum of one (1) claim is permitted per household during the promotional period.
How do I prepare my proof of order number to upload during the claim process?
Digital Copy /Online Purchases:
Save your proof of sale to your computer ready to upload.
If enrolling from a tablet or mobile, take a screenshot of the proof of order number and upload it to the enrolment form from your photo library.
General Requirements for documents uploaded:
When scanning or taking a picture please ensure all the required details are clearly visible. Blurred or unclear proof of sale may invalidate your enrolment.
Uploaded documents must be in PDF or JPEG image format. Maximum size of each document upload is 10MB.
If required you can upload multiple documents, simply select the files one at a time and click upload during the enrolment process.
Why is my purchase date not selectable in the claim form?
This is likely to be for one of the following reasons:
- You have missed the claim window for this promotion
- Your pre-order/purchase date is outside the promotional period
- You are too early to claim for this promotion
Claims for this promotion must be submitted after 30 days but no later than 60 days from ordering your Vodafone Superfast broadband as detailed in the Terms and Conditions of the promotion.
How do I upload my proof of sale?
Prepare your documents for upload and then during the claim process follow these steps:
To upload the document(s) select ‘Choose File’, then locate the file that you want to upload and click ‘Open’. The name of the document selected will be displayed on the web page, check this is the correct document then select ‘Upload’.
If you need to add more documents repeat this process. The documents will be listed as you add them. If the wrong document was selected simply remove them by using the delete button (indicated by the Bin icon). Once all documents are loaded select next.
I have just submitted a claim, what happens next?
Once we have verified your broadband package has been installed and is outside of the 14 day cooling off period, we shall send you an update by email to confirm your new claim status.
You can also use the ‘Track my claim’ function at the bottom of this page to check on the status of your claim throughout the promotion. If you are still require help with your claim, please contact us via our Contact Form below.
I have submitted a claim but have not received any further updates, what should I do?
Please make sure to double check the email account you provided during the claim form for emails related to this promotion, including your junk or spam email folder. Once we have verified your broadband package has been installed and is outside of the 14 day cooling off period, we will be sending you an email to confirm your claim has been validated.
If you have not received any email from us, you can also use the ‘Track my claim’ function at the bottom of this page to check on the latest status of your claim throughout the promotion.
If you are still require help with your claim however, please feel free to contact us via the Contact Form below and we shall be happy to assist you directly.
I have received a missing information email, what does this mean and what do I have to provide?
The email we have sent you should detail exactly what missing information is required for us to be able to process your claim. We will then ask you to provide these missing details to us, so that we can review your claim again for you.
Common reasons for Missing Information:
- Proof of sale was not legible
- Proof of sale did not show the date of pre-order/purchase, qualifying model purchased or the retailer name/logo
- An incorrect document was uploaded and not a proof of sale
Why have I not received my reward?
If you have received an email to confirm approval of reward, please check the following:
- Refer to the Terms and Conditions of the promotion for reward timeframes
- Check your emails for any updates and general details about the reward delivery that you are expecting
- If you still have not received your reward or any updates regarding its delivery, please contact us here
I have missed the timeframe to submit a claim for this promotion, can I still take part?
We must receive all claims no sooner than 30 days from the date of receipt, but no later than 60 days from the date of receipt.
How long will it take to receive my reward?
We aim to dispatch your reward within 30 days of your claim being validated, although this can take up to 60 days.
Once your Google Nest Hub Max has been dispatched for delivery, we will notify you on the contact details you have provided to let you know it is on its way.
Where can I find my order number?
The order number for your new Vodafone Superfast 1 or Superfast 2 home broadband will be included within your order purchase email from Vodafone. This will be a mix of letters and numbers, typically beginning with "EDM-", "WEB-" or "SBL-" followed by 16 digits.
How can a Google Nest Hub Max help me?
Nest Hub Max with the Google Assistant helps your busy family stay in touch and on track. Leave video messages and make video calls1. Check in on home when you’re away with the built-in Nest Cam2. See your own calendar, commute, and more.3 And stay entertained on the 10-inch HD screen and stereo speakers.
1. Google Duo account required to make video calls and leave video messages.
2. Night Vision not supported.
3. Personalized results, for up to six users, require additional enrollment and setup
Contact Us Form
If you have any problems or questions related to this promotion, our customer service team will be happy to help.
By Telephone: 03452160042
Lines are open Monday to Friday, 9am to 5pm (excluding bank holidays). Calls will be charged at local call rates from landlines only.