Frequently asked questions


Can I change the delivery address after I have placed an order for a new connection?

Once you’ve placed an order you can only change the delivery address to the billing address.

Please note: For pay as you talk handsets and accessories, the delivery address must be the same as the billing address.

Can I change the delivery address after I have placed an order for an upgrade?

Once you’ve placed an order you can change the delivery address by contacting our Sales Response team on 0870 126 1090.

Please note: If your order has not already left us we will be able to amend the address. If your order has left us we will make a note of the new address so that if your goods are returned to us by Royal Mail they can be re-sent straight away.

I have received confirmation of my order and the delivery address is incomplete. What should I do?

Please contact our Sales Response team immediately on 0870 126 1090 or by email at info@v-store.co.uk. If your order has not already been despatched we will be able to amend the address. If you order has been despatched we will make a note of the complete address so that if your goods are returned to us by Royal Mail they can be re-sent straight away.

I’ve ordered a new connection but picked the wrong phone. How can I change my order?

Please call our Sales Response team on 0870 126 1090 or email them at info@v-store.co.uk

If your order has not been processed we may be able to change it. If you order has been processed you will have to wait until you receive your phone and then arrange to exchange it for the one you want.

I’ve ordered an upgrade but picked the wrong phone. How can I change my order?

Please call our Customer Returns team on 191 from your Vodafone mobile or 08700 700 191* from any other phone. * Calls to this number are charged at the National Rate

I have a question about my bill. Who can I speak to about it?

For any questions about your bill, please call our customer service advisers on 191 from your Vodafone mobile or 08700 700 191* from any other phone.

I want to change my billing address. How can I do this?

To change your billing address, please call our customer service advisers on 191 from your Vodafone mobile or 08700 700 191* from any other phone.

I’ve just received my new phone. How do I find out what my number is?

To get your new number, simply follow these steps:

  1. Insert your SIM into the handset
  2. Turn on the phone and, once it has connected to Vodafone, enter *#100# and then the call button
  3. Your phone should then display your mobile number
I have a technical issue with my handset. Who can I speak to about it?

If you have a technical issue, please call our customer service advisers on 191 from your Vodafone mobile or 08700 700191* from any other phone.

I ordered a new connection and now want to return my phone and cancel my contract. How do I do this?

If you ordered your phone online within the past 14 days, please call us on 191 from your Vodafone mobile or 08700 770 020* from any other phone.

If you have had a contract with Vodafone for more than 14 days, please call us on 191 from your Vodafone mobile or 08700 700 191* from any other phone.

I ordered an upgrade and now want to return my phone and cancel my contract. How do I do this?

Please call our Customer Returns team on 191 from your Vodafone mobile or 08700 700 191* from any other phone.

* Calls to this number are charged at the National Rate

I ordered a new connection and now want to change to a new price plan. How can I do this?

If you moved to your existing price plan within the past 14 days, please call us on 191 from your Vodafone mobile or 08700 770 020* from any other phone.

If you have had your existing price plan for more than 14 days, please call us on 191 from your Vodafone mobile or 08700 700 191* from any other phone.

Please note: You can’t change to a lower value price plan within the first 9 months of your contract.

I ordered an upgrade and now want to change to a new price plan. How can I do this?

Please call our Customer Services team on 191 from your Vodafone mobile or 08700 700 191* from any other phone.

I have returned my phone as agreed but haven’t heard anything from you. What should I do?

Please contact the delivery company you used to return your phone and ask them for Proof of Delivery. Once you have this, please contact our Sales Response team on 0870 126 1090.

I have received my phone but it is not connected. What can I do about this?

Please contact our customer service advisers on 08700 770 020.

Please note: If you have asked us to transfer your existing mobile number to Vodafone, this can take up to 7 days.

* Calls will be charged at the National Rate