Just Ask Once – customer service made easy

Message us anytime in the My Vodafone app through TOBi and respond when it's convenient to you.

No more waiting on hold, and no more repeating yourself - allowing you to get on with your day, while we get on with solving your problem.

Just Ask Once - customer service made easy from Vodafone.

Just Ask Once is available to Vodafone Pay monthly consumer customers and small business customers with fewer than 10 employees.

Sometimes you may have a query that we'll be able to solve better with a specialist team - in those instances, our teams will explain the process to you and let you know how to get in touch with a specialist team member to resolve your query.

For example, if your query relates to complex technical support, specialist support, or home broadband premises/move queries, we'll direct you to another team. For customers who are in debt, our collections team will handle your query.

Just Ask Once is not a service for purchases or cancellations.

This service is currently unavailable for broadband customers with 1-9 employees.

Our Just Ask Once team members are dedicated to supporting you and finding the best resolutions.

Once you've explained your issue, one person will deal with it until it's sorted, so you know you are always in good hands.

If you message us at a time when the original person you spoke to is away from work, we'll assign you someone new, who will fully bring themselves up to speed with your issue - no need to explain yourself again, we'll keep you up to date.

Some problems can't be dealt with immediately, even though that's what we want.

If it's going to take us a bit longer to resolve, we will keep you up to date. No need to chase us, we will proactively keep you up to date till your query is resolved.

If you have follow-up questions while you're waiting for a resolution, you can get straight back through to the person dealing with your query by dropping them a message.

To ensure you get your updates on time, activate push notifications in the My Vodafone app by heading to your app or device settings and enabling in-app notifications.

We're really confident that we can resolve your query - if we've tried everything we can and you're still not receiving the service we've promised you, you can leave penalty free on the impacted airtime.

If you have a device loan, these will remain payable, and we will continue to collect these.

However, we won't charge you for the early termination fee (if applicable) or any equipment subsidies under a bundled contract (for example, under your My Broadband plan or some business customer plans).

Available via the My Vodafone app. Messaging service only, some exclusions apply.