Thema "Re: Early termination of contract" in Kabel: Tarife & Rechnung

Early termination of contract

glbong42 — Mon, 06 Sep 2021 17:33:38 GMT

Hello,

I am encountering regular internet disconnection, like now, I have no internet connection, I have to use my mobile data for this post. The same happens about 2-3 weeks ago:

https://forum.vodafone.de/t5/Internet-Telefon-TV-%C3%BCber-Kabel/Termination-of-contract/m-p/2704835#M257785

The thing is, I need a reliable internet for my job because I work from home. I will lose my job if this constant "Internetstörung" continues. Can I terminate my contract earlier? I just signed up last month (big mistake!). I am willing to pay some penalty (even though I should not in my opinion).

I called the hotline but no one is answering (I had to wait 15mins for someone to answer the call until the connection drops).

I really want to know what my options are, I cannot work like this, my boss is really getting frustrated with me not being able to join our online meeting.

Please answer these questions:

1. Can I terminate my contract earlier? How much penalty do I pay?

2. Why Vodafone has a regular internet problem? What is wrong with the infrastracture? I was with Telekom previously and I do not remember any single downtime.

3. Can Vodafone at least compensate for the losses I have because of the poor internet service?

I am sorry if you find this post a bit aggressive, I am just really frustrated.

Betreff: Early termination of contract

eldatar — Mon, 06 Sep 2021 17:41:41 GMT

Einfach ein günstiges o2 Unlimited Mobile Internet mit 2 oder 10 Mbit/s Geschwindigkeit besorgen, reicht für die meisten Büroarbeiten aus.

Als Backup-Verbindung, wenn Ihnen Ihr Arbeitsplatz wirklich so wichtig ist.

Betreff: Early termination of contract

glbong42 — Mon, 06 Sep 2021 17:48:04 GMT

I need fast internet connection. 100Mbps was not enough that is why I switched to Vodafone with 500Mbps connection. For online meeting, for sure it will be work, but downloading and uploading my work, I really need fast and reliable connection.

Betreff: Early termination of contract

eldatar — Mon, 06 Sep 2021 17:54:03 GMT

Dann bietet dir Vodafone vielleicht einen Rabatt auf als Entschuldigung

https://zuhauseplus.vodafone.de/gigacube/

Betreff: Early termination of contract

glbong42 — Mon, 06 Sep 2021 17:54:46 GMT

By the way, I am really considering booking a second internet contract but they are not really cheap, they also cost between 30.-60 euro:
https://www.o2online.de/tarife/unbegrenzt/

This is why I am asking the question if I can terminate my contract earlier (in a special way), because this is not the kind of internet service I signed up for...

Betreff: Early termination of contract

eldatar — Mon, 06 Sep 2021 18:08:49 GMT

Bei einem Verbindungsausfall von mehr als 72 Stunden können Sie nach deutschem Recht auf den Vodafone-Vertrag verzichten.

Ich würde Vodafone Mobilfunknetz über o2 für Geschwindigkeiten und Abdeckung empfehlen.

Aber mit o2 smart unlimited max kannst du trotzdem dein Glück versuchen

Betreff: Early termination of contract

eldatar — Mon, 06 Sep 2021 18:11:23 GMT

Vergessen zu erwähnen, keine Wochenenden oder Naturkatastrophen. Und kein technisches Team, das zur Behebung geschickt wurde.

Re: Early termination of contract

pRo-Marco — Wed, 08 Sep 2021 06:23:02 GMT

Hi glbong42,

I can't see any big issues at your connection. There are only some reboots. Did you do them yourself?

@eldatar Bitte keine Werbung für Fremdfirmen bei uns im Forum. Spricht nix dagegen, wenn Du Alternativen aufzeigst, aber eben keine spezifischen.

Kind regards

Marco

Re: Early termination of contract

glbong42 — Wed, 08 Sep 2021 06:51:40 GMT

Of course now there is no issue, but the time I posted there was an issue. I had no internet connection for 4 hours and I was not able to work again. It was not just some reboot because I tried it many times and it did not work. Was that not an issue??? So what about the time I lost at work???

Re: Early termination of contract

Torsten — Wed, 08 Sep 2021 16:10:37 GMT

Vodafone does not guarantee 100% availability, but a maximum of 98.5%. This means that the line can fail at least 5.5 days a year without the possibility of a special termination or a reduction in monthly fees.
Please read your order confirmation and the terms and conditions that you received with it carefully and have them translated at your own expense if you do not have sufficient knowledge of German. The contract and support language in Germany is German.

Re: Early termination of contract

glbong42 — Wed, 08 Sep 2021 17:28:07 GMT

Hmmm ok. This is new to me. I mean, I understand German language, but I did not see the part about 98.5% max availabilty. All I remember is that the line can fail in less than 24 hours to carry out maintenance works, etc. I expect that it should only happen once in a while and not regularly. I have been using it for less than a month but it happens already 3x, during work time. Is this considered normal? Should I expect that frequency of failure in the future? I just want to know because I do not want to get into situation again that I cannot work because of no internet, hence I am considering getting a second line as backup until the contract ends if I cannot really terminate this one earlier.

Re: Early termination of contract

Jana478 — Fri, 10 Sep 2021 10:09:20 GMT

Hello glbong42,

I have now taken another look at the connection. The signal values at the connection look very good. However, the modem values do not. I would like to exchange the modem here free of charge, as it may be defective and causing the aborts.

Do you agree with this?

Many greetings

Jana

Re: Early termination of contract

glbong42 — Fri, 10 Sep 2021 12:55:45 GMT

Hi,

Sure if you think that will help. How do we proceed on this? Thanks by the way for having another look.

Re: Early termination of contract

ERFD — Fri, 17 Sep 2021 07:07:04 GMT

Hello glbong42,

the last failure on the modem was on 06.09.21. There was a network fault there and replacing the modem over a week later does not change that. Was there any failure on the connection in the meantime?

Best regards Fred

Re: Early termination of contract

glbong42 — Fri, 17 Sep 2021 17:15:28 GMT

Hi,

Yes there was a failure on 15.09.2021 for about an hour.

Re: Early termination of contract

Jana478 — Mon, 20 Sep 2021 08:10:27 GMT

Hi glbong42 ,

We are now having the department install a new firmware. Please test thoroughly whether it then runs more stably. The device will then restart. This is not a malfunction, so don't be surprised.

Many greetings

Jana

Re: Early termination of contract

glbong42 — Mon, 15 Nov 2021 08:13:03 GMT

Hi,

I have notice for a while now a regular disconnection to the internet (both wifi and LAN). It could be the new firmware. Can you please check as this is like every 1 hour I get disconnected for 3 to 5 minutes and now it is getting annoying.

Re: Early termination of contract

glbong42 — Sun, 21 Nov 2021 12:00:23 GMT

First of all, I posted today that I am totally unsatisfied with the internet service - but that post is apparently deleted. Why is that? To be clear, I am just saying only facts.

Facts:

In the last 1 to 2 months, my internet connection fails almost every hour for around 3-5minutes. Since I work from home this is becoming a huge problem for me. I called vodafone yesterday to asked about it and what solution they can offer. I was told a technician will come and check. But today morning the technician called me and told me the problem was just not in my side, but also the whole street in my area. I asked my neighbor if they have issue with their internet, they said no. The technician also told me, they are working on it and I have to wait 2-4 weeks or maybe even more, he can't tell when it will be solved. Imagine having this problem for more than 1 month now and now I have to wait even more.

I really want to terminate the contract now because it is not mentioned in the contract that there will be this kind of problem. I can forgive a down time once or twice a week, but not every hour.

So vodafone, can you please tell me what is really going on? The customer service told me Vodafone has hired this company Geka GmbH to fix the problem. But why does it take them so long to fix this reoccuring problem?

I was also told to call this Geka GmbH to inquire about the status - which I did, but it was the same technician who called me in the morning and pretty much told me the same - to wait 2-4 weeks or maybe more.

First of all, why should I be the one to call the Geka GmbH to follow-up? I have the impression vodafone is not putting pressure to fix this issue - 2-4 weeks is far too long.

Secondly, can I cancel the contract? Clearly, I am not getting the service I paid for...

Edit: @glbong42 I've merged your posts. Please do not post several posts on the same topic, they are usually deleted without comment. Concentrate on one post, otherwise it will be too confusing and you will also block the mods that can then only help another customer later. Thanks.

Re: Early termination of contract

Jana478 — Fri, 19 Nov 2021 10:44:58 GMT

Hello glbong42,

I see a technician was assigned here. Was he at your house at all?

The values are bad here, I see dips and error rates at the connection.

In any case, a technician must be commissioned again. Do you agree with this?

Have there been symptoms in your household that point to Covid-19 or are you in quarantine?

If the technician does not arrive at the agreed time, or if the fault is in your own house wiring, we charge 99.50€ for the service.

Can we take over the phone number from the last job?

Many greetings

Jana

Re: Early termination of contract

glbong42 — Fri, 19 Nov 2021 11:34:03 GMT

Hi Jana,

I made another post here yesterday:

https://forum.vodafone.de/t5/Internet-Telefon-TV-%C3%BCber-Kabel/Regular-internet-disconnection/td-p/2778688

I mentioned there that the technician did not come but he called me and told that there is a problem in the whole street of my area. But I do not believe this because my neighbor do not have the same issue mine. The technician told me on the phone to wait 2-4 weeks or more because he does not know when exactly it will be fixed. I just cannot wait anymore, I have this problem since 1.5 months now. And to wait still indefinitely is just not acceptable.

There is no case of COVID-19 in my household.

I was told by another vodafone staff, the technician is from Geka GmbH. The phone number is 091613077817.

I am not sure if you can answer my question, but I am wondering why this kind of problem will take so much time to fix? 1.5 months + another 2-4 weeks?

If I cannot terminate this, or this does not get fixed, I am getting screwed at my job because I work from home. I have a lot of calls in my job that gets drop because of unstable connection.