Mobile Life

Inside phone view

Playing your favourite bird-flinging game and lose your grip? Running for a bus and run out of pavement? Your phone’s going to take a tumble. We feel your pain. It can feel like the end of your world when your phone is out of action.

Whether your handset is in pieces, the screen’s cracked or it simply won’t turn on our repair service will get your mobile up and running again in a matter of days. Vodafone’s UK Repairs Manager, Jonathan Leonard, is the man wielding the screwdriver – and he told us five surprising facts about how we fix phones:

50% of smartphones get fixed without our engineers ever having to touch them

Tempting as it might be to throw a broken phone on the floor and jump up and down on it in frustration, the smartest thing to do is to speak to one of our experts. You can do this by dropping into one of our stores, or by dialing 191.

They will quickly make a decision about the next step. As Leonard points out, “Before we even get to the stage where you need to have your phone sent away for repair, we try to see if we can fix it there and then.

“Around 40 per cent of devices, or 50 per cent of smartphones, can be fixed without any components being changed.”

“Our experts will check that there is nothing wrong with the SIM card, that there are no network problems in the area you tried to use it, and that the issue is not due to user error. Often, fixing something as simple as lots of apps running in the background can help, by reducing drain on the battery and improving performance.”

“Around about 40 per cent of devices, or 50 per cent of smartphones, can be fixed without any components being changed.”

Sometimes, our engineers can get a phone back on its feet simply by “re-flashing” it: the process of upgrading its software to the latest version. They might never even need to touch it.

Your phone arrives at the Vodafone repair centre at 4:30 am

If your mobile can’t be fixed there and then, it will need to be sent away to our repair centre. We have a team of 500 engineers working around the clock to ensure that your phone is fixed as quickly as possible.

Our men get to work

If you’ve dialed 191, a special postal repair pack will be sent out to you, so that you can safely package your phone up and send it to us by recorded delivery.

If you’ve stopped by one of our stores, the phone will be picked up the same day, and delivered to our repair centre at 4.30am the following morning where an engineer will be waiting to fix it.

We know what’s wrong with most phones before we even take them out of the box

We know that being separated from your mobile is a serious inconvenience, so we hit the ground running. Our smart logging system means an engineer will have been pre-warned about your phone’s arrival. They’ll know the phone’s model number, what the problem is and – invariably – will know how to fix it before they even open the box.

Only a manufacturer-trained engineer will ever touch a handset

As Leonard explains, “The engineers are manufacturer-specific. So one engineer will only ever deal with Nokia phones and another will only repair Samsung handsets and, if it’s a high-volume device, the engineer might specialise in fixing just one specific model.”

The result of this intelligent approach to repairs is that your phone will be handled by a specialist who you can trust completely to fix the problem as quickly as possible, and often they’ll fix several problems at the same time, some of which you might not have known were there in the first place.

Repairing a phone

Our engineers work in laboratory conditions, to ensure that dust and dirt won’t get into the circuit boards of your phone. All data on your mobile will be wiped to protect your privacy – which is why we advise people to back up their content and contacts before sending their phone off – and when it’s back to full health we’ll cover the handset in protective tape to ensure that it can’t be scratched on the return journey.

“We’re very particular about looking after the customers’ phone and all of our engineers treat it as if it’s their own,” Leonard says.

Once it’s been repaired, your phone makes its final journey to a screening area where it’s quality checked. The engineer will power it up and make a phone call before carrying out a series of checks, including radio frequency testing, to ensure it’s fully functional. Lastly, it’s packaged up and sent we back to you.

Your phone will be back in your hands within two days

“We’re actually seeing a decrease in the volume of phones being sent to our repair team. We repair about 50,000 phones every month, that’s about 600,000 repairs every year, and that figure is less than in years gone by,” Leonard explains.

Why is this? “In general, today’s phones are more reliable than in years gone by and this, combined with increased levels of customer knowledge about how devices work and the ability for our stores to apply software-based fixes, means there is less need for phones to be sent away for repair.”

“Obviously a physical issue, like a cracked screen or damaged components, still requires us to have the device in our repair team’s hands, but the average turn around time for repair is less than two days and customers with Vodafone Cover Me insurance can get a courtesy phone to keep them connected while their phone’s away from their side.”

For more information on the Vodafone’s phone repair services, visit our online help centre at http://vodafone.co.uk/help



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  • Nabs

    Do the manufacturers provide the engineers or are they Vodafone engineers who are put on manufacturer training courses?

    • Hi Nabs – the engineers are accredited by the manufacturers, rather than supplied by them. Dan.

  • Guest

    Whats the screen behind the touch screen called because i’m in a bit of trouble and thats cracked:L please help.

    • The actual screen (and not the piece on the front) is generally called the display.

  • racheal_reid3@hotmail.com

    Hi I have recently just sent my phone off via my local vodafone store . taken it to Apple prior who have said its not likely that I will be able to save any of my data as it wont turn on is there any chance that by it being sent off they may be able to diagnose the problem or am i likely to lose everything and have a new phone sent out to me ( its an iphone 4S)

    • Hi Racheal, there’s no guarantee that you’ll receive your phone back with all of your personal data still on it. It really depends on the problem and what method is needed to make the phone work again.

      However, the engineers will do the best they can to fix your phone.

  • Lisa Knox

    Please can anyone tell me where to send my broken n smashed phone? Can a note smartphone b fixed when the screens off not broken in half looks hopeless.or should I just send it in this phone place? Can they fix it if I have to pay upfront?

    • Hi Lisa, the best thing to do is dial 191 from a Vodafone account and speak with one of our experts. They’ll talk you through the process.

  • Shannon

    I am on a Vodafone blackberry contract and i brought my phone instead of getting it from Vodafone. The physical keyboard on my BB Torch 9800 is completely unresponsive. The touch screen works and the buttons underneath work perfect. If i take it into store to be repaired i understand that i will have to pay for it but what is the cost likely to be so that i can get the money together before i take it into store?

    • Hi Shannon, it really does depend on what’s wrong with the phone. First, dial 191 from your handset to speak to one of our experts and take it from there.

  • sarah griffin

    i smashed the screen on my nokia lumia 925 can i get it fixed on screen got dropped at work

    • Hi Sarah, as with any repair case, it’s best that you pop into one of our stores, or dial 191 from a Vodafone handset to speak with an expert.

  • Joe Motsi

    I have a Blackberry Curve 9320 and recently i have accidently put my phone in orange juice. Now the keys on my phone wont work. what do i do? can Vodafone repair it? do Vodafone charge you?

    • Hi Joe, the best thing for you to do is to either pop into a Vodafone store or to call 191 from your Vodafone account to speak to one of our experts.

  • Richard Nye

    Hello – my Huawei Ascend G300 is dead – I bought it just under a year ago – I have the box but not the receipt – is there anything I can do?

    • Hi @richard_nye:disqus, the best advice we can give is to call 191 and speak to an engineer and see what they can do for you.

  • Richard Nye

    Thanks – have sent the phone back to Huawei – hopefully they will be able to get it working again. 🙂

  • Cane

    Hey my samsung galaxy s3 screen got smashed, and the LCD display screen doesn’t work. The phone is working, because when i switch it on, the start up noise comes on, however the screen is blank. What is my best solution? I have checked with other phone repair stores, and they are quoting £180

    • Hi Cane, the best thing to do is to speak to one of our experts. If you can, dial 191 from your phone or pop into one of our stores. They’ll take it from there.

  • Jacob McCarthy

    is there any way to get a quote?

    • Hi Jacob, the best thing to do is to dial 191 from your handset or pop into a store and speak to a member of staff and explain your problem. They’ll be able to assist you here.

  • jojo

    I have an I phone 4s how much will it cost to get fixed

  • Chelsea Moores

    Can vodafone fix a broken screen in store?

  • Annie Bogie

    Hey I have a iPhone 5c contract with vodafone but I got the contract out with phones 4 u and also insurance but with them shutting down is the insurance still valid with vodafone as my screen on the phone has smashed and I need to know who to contact about it please

  • Hi Chelsea,

    We can’t fix the screen in store however, we can send it for repair – http://vdfn.co/1gzcu6B



  • Hi Annie,

    You can find more information on who to contact regarding this here – vdfn.co/1s3adwx



  • Honor Varnom

    My name is honor Varnom and I has wondering how much it would cost for a blue iPhone 5c screen to be fixed?

  • Hi Honor,

    If you visit a Vodafone store, they’ll be able to send the phone for repair for you.

    The repair centre will then contact you with a quote on how much it’ll be to fix the screen.



  • Freya in wonderland

    Hi i have a iPhone 5c with a small scratch on the screen and want it to be fixed. I have a pay monthly sim with you. I bought the phone from Apple. Will i still be able to send it off and get it fixed for free.

  • Hi Freya,

    As we didn’t supply the phone, we’ll be unable to repair it.
    You’ll need to take this back to Apple so they can help further.


  • Haz Mort 00

    when I turn my lg g2 on it just stays on the lg logo.can enter download mode but not recovery mode. will I be able to get this fixed?

  • Hi Charlotte,

    If the screen is damaged it won’t be covered under the manufacturer’s warranty, but we’ll be happy to take a look.

    A repair can be arranged here http://vdfn.co/1gzcu6B

    Alternatively, if you have insurance, see how to make a claim here http://vdfn.co/ins


  • Hi Sabrina,

    We aim to have all repairs returned within two working days.


  • Hi Tyler,

    We’ll need to take a look in our repair centre, and this can be arranged here http://vdfn.co/protectdevice  


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