Thema "Betreff: About tariff and modem change" in Kabel: Tarife & Rechnung

About tariff and modem change

ks27 — Thu, 08 Jul 2021 19:40:48 GMT

Hello,
On 25 of June, I made a call with vodafone about modem and speed change with an upgraded tariff. However, after that date, I did not get any modem, speed change or notification from vodafone about that my contract. Could you please verify if that call was with a real vodafone employee and if yes share the status of this change?

Betreff: About tariff and modem change

reneromann — Thu, 08 Jul 2021 19:58:15 GMT

In case your new speed is supported by your "old" cable router, there won't be a swap of routers. The router will just restart and get the "new" speed profile.

Betreff: About tariff and modem change

ks27 — Thu, 08 Jul 2021 20:18:50 GMT

According to our conversation with vodafone employee, the existing modem does not support "new speed" so it should have been changed. And again according to our communication, it should have been delivered 10 days before but nothing happened. I hope it's possible to check if there is a tariff change request for my account and if the existing modem supports the new speed by looking at the system log, no?

Betreff: About tariff and modem change

reneromann — Thu, 08 Jul 2021 21:02:56 GMT

Just to make this clear:

You're here in a customers-help-customers board - so I cannot check any kind of system entries or logs...

For the speed:

You may check in your customer self-service backend if there has been changes - and as I said, if the speed is supported by your router, there won't be a change of the device.

Maybe you can just tell the speed you wanted to switch to and the router you are using - then I might be able to tell what speeds the router is capable of. Usually changing is only needed if you'd switch to a Gigabit line; that one may only be used by the Vodafone Station or by the FritzBox models 6591 or 6660. Speeds slower than that (up to 500 MBit/s) also work on other routers like the FritzBox 6490, the CBN CH7466CE or the Unitymedia ConnectBox (just to name some)...

Only if your router is multiple years old and from the first phase of routers (like the CBN CH6640 or the FritzBox 6360), then a switch may be needed if your speeds would exceed 200 MBit/s...

Betreff: About tariff and modem change

ks27 — Thu, 08 Jul 2021 21:31:58 GMT

Please take this as feedback and share it with the responsibles if they care. I am basically trying to contact Vodafone via chats/emails/forums/phone calls and I still need to explain everything again and again. First, my current modem is CBN CH6640. And the context is I am contacted by Vodafone on 25 of June, to change my speed from 50 to 250mbps if I accept a price change and made a new contract, and I accepted. One result of new contract was new modem as the current one does not support "new speed". It was a long phone call around 30 minutes. The promise was I would get a new modem in a few days (not sure about the model) and after connecting that I will have "new speed". After that phone call, I did not get any package/notification from vodafone, and speed test shows ~30mbps which did not increase at all.

Betreff: About tariff and modem change

reneromann — Thu, 08 Jul 2021 21:55:02 GMT

The CH6640 should be able to provide 250 MBit/s - at least it was definitely certified and used with 200 MBit/s lines...

30 MB/s would be fine for a 250 MBit/s line (as most browsers only show MByte/s and not MBit/s download speed), but 30 MBit/s are quite low -- except you would test using WLAN as WLAN isn't capable of reaching high speeds - especially not the 802.11n standard from that router. But even with 802.11ac or 802.11ax, you should not expect to reach speeds exceeding 100..150 MBit/s using WLAN. Highest speeds can only be reached using LAN cables.

Betreff: About tariff and modem change

ks27 — Fri, 09 Jul 2021 09:05:45 GMT

I am using at least 4 years old CH6640 and my wlan speed is less than 30Mbps (not Byte but bit per second). I don't expect it to be the highest but I would expect it to increase. However, my original contact reason is not to discuss this but to ask about my new contract tariff. Can you help me to understand if my conversation was with a real vodafone employee or it was just a scam, if yes when will new tariff be effective and when will I receive a new modem?

Betreff: About tariff and modem change

Stephan — Fri, 09 Jul 2021 11:49:44 GMT

Hi ks27,

unfortunately there is no tariff change listed in your customer account. I only can apologise for that.

If you want to change from 50 to 250 MBit/s the monthly price will increase from 29,99 Euro to 32,99 Euro with a one time fee of 9,99 Euro. The router will be exchanged for the new tariff.

If that's okay for you, I'll will do this change for you.

Regards

Stephan

Betreff: About tariff and modem change

ks27 — Fri, 09 Jul 2021 18:34:21 GMT

Hi,

One time fee was not part of the offer I got, you can see a screenshot of the offer I got as an email. Unfortunately, I am really unsatisfied about whole process. I already had this agreement with vodafone and I can not understand why now I need to have an additional contract with an additional one-time fee. Please check why you can not provide the same conditions?

Betreff: About tariff and modem change

Thomas — Sun, 11 Jul 2021 06:15:13 GMT

Hi ks27,

it is not an additional contract. We are only talking about a tariff change and the lump sum is always charged.

Regards

Thomas

Betreff: About tariff and modem change

ks27 — Sun, 11 Jul 2021 10:59:44 GMT

Hi,

New or additional contract does not matter, as you see in the email offer there is no mention of one-time fee. It was also not mentioned on the phone call I have made with vodafone. I am wondering why it just started showing up.

Betreff: About tariff and modem change

Lars — Mon, 12 Jul 2021 13:56:44 GMT

Hi ks27,

the lump sum is included in the valid price list and applies to all customers who change tariff. We cannot avoid it. Of course, it's up to you to change the tariff anyway.

Best regards

Lars

Betreff: About tariff and modem change

ks27 — Fri, 16 Jul 2021 14:13:28 GMT

Hi,

What do you mean by `the lump sum is included in the valid price`? Where is this `valid price` is coming from if I can not see it? I don't see it in the offer you have made via email or phone call and I think that is not ok, please fix those. Also, this process is so broken, Vodafone basically called me, got all of my information including bank details and approval for new tariff, and when I was expecting the deliveries I learn that actually nothing happened. After all this, of course, I don't want to change the tariff since I dont trust vodafone anymore, just want to share my frustration and give some information in case it happens to someone else.

Betreff: About tariff and modem change

Lars — Fri, 16 Jul 2021 15:21:28 GMT

Hi ks27,

you can check the price list here. It is part of our contracts.

Best regards

Lars