Thema "Betreff: Subject: Transfer of internet contract to new address" in Kabel: Tarife & Rechnung

Transfer of internet contract to new address

pavlos11 — Wed, 26 Jan 2022 22:40:48 GMT

Hello,

I recently visited a Vodafone store to ask for a transfer of my internet contract to a new address. Although I was told that the tranfer was possible and the order was made, now on my account it says that my contract will be terminated and that the products are not available in my new address.

I am a bit confused since online I can see that there is availability in my new address. Could you please help me to tranfer my existing contract?

Thanks a lot.

Betreff: Transfer of internet contract to new address

reneromann — Thu, 27 Jan 2022 00:45:34 GMT

Depending from where to where you move, the customer number may change - this mostly happens if you move from one federal state to another, as there may be other Vodafone cable companies involved that have their own customer numbers.

Subject: Transfer of internet contract to new address

pavlos11 — Thu, 27 Jan 2022 07:29:28 GMT

Indeed I have moved to a different state. However at the Vodafone store I was told that everything should work. I thought I will simply have to connect my router and everything will be settled.

I want to remain at Vodafone but I am not sure how to proceed at this point?

Betreff: Subject: Transfer of internet contract to new address

reneromann — Thu, 27 Jan 2022 07:41:27 GMT

This is absolutely OK - you'll (internally) get a new customer number and therefor may need to re-register the contract at the customer self service portal, but you simply connect the router at your new apartment and it should work as before as it'll be interally switched from the old contract to the new one.

That new contract anyhow is still the same that you had before - so nothing changes except the customer number; no new price, no new term, just another customer number...

Betreff: Subject: Transfer of internet contract to new address

pavlos11 — Sun, 30 Jan 2022 19:47:06 GMT

It sounds reassuring but I doubt this is the case. I received a letter from Vodafone claiming that the desired product is not available in my new address and the contract will be terminated. So I am left without internet, I do have to pay one more month without a reason and return my router device as well.

I do not understand why the current contract has to be terminated since the same internet connection seems to be available at my new address. Vodafone gives the option to buy it online for the specific address!

Is it possible to help me make this tranfer work?

Betreff: Subject: Transfer of internet contract to new address

reneromann — Sun, 30 Jan 2022 20:01:25 GMT

If you move from one federal state to another, this might be required as Vodafone has multiple different cable companies that provide services at different federal states. And there might be also the requirement for a router exchange...

@pavlos11 schrieb:

I do not understand why the current contract has to be terminated since the same internet connection seems to be available at my new address. Vodafone gives the option to buy it online for the specific address!

Exactly the same one? Or just the same speed but different technology?

A 50 MBit/s cable contract is completely different to a 50 MBit/s DSL contract - same for the 100 MBit/s and 250 MBit/s options...

Betreff: Subject: Transfer of internet contract to new address

Torsten — Sun, 30 Jan 2022 20:30:29 GMT

To clarify: in which federal state do you live so far and to which federal state are you moving?

Betreff: Subject: Transfer of internet contract to new address

pavlos11 — Mon, 31 Jan 2022 09:18:46 GMT

I want to tranfer my 50 cable contract from Saxony to NRW.

At the Vodafone store I was told that the tranfer will be possible from the 4th of February. Instead, I received the information for cancellation with a termination date on the 23rd of February.

Even if there is a need of cancellation and exchange of router I do not understand why I am forced to keep the current contract for an additional month. Also, I have received no information whatsoever about a new contract for my new address.

Betreff: Subject: Transfer of internet contract to new address

Torsten — Mon, 31 Jan 2022 11:13:52 GMT

You are moving from the area of VFD/ex-KDG to the area of VFW/ex-Unitymedia. In fact, a direct move is not possible, since there are two different Vodafone companies.
Your contract in Saxony will be terminated and you will be a new VFW customer in NRW.
Please use the relocation service or order a new connection at your new address with your phone number, even if the phone number cannot be transferred because it is a different federal state. But this means that your old connection in Saxony will be terminated as soon as your new connection is activated in NRW.

Betreff: Subject: Transfer of internet contract to new address

pavlos11 — Mon, 31 Jan 2022 11:36:04 GMT

When I log in to myVodafone and jump to Umzugsservice it says that I have reported my move and the cable products have been cancelled since they are not available in my new address.

In the letter I received from Vodafone there is the telephone number 08006649383 which I cannot reach.

I tried to write about my problem here to get some help since I don't speak German and it is difficult to communicate via phone.

Betreff: Subject: Transfer of internet contract to new address

Chr1ssy — Thu, 03 Feb 2022 17:25:38 GMT

Hi pavlos11,

i would be glad to help you with this.

Please send me a pm with the following data information:

- full name

- costumer number

- old and new address

- date of birth

I also need the date of the movement and the product you want to use.

Please write a notification in here, after you've sent the pm.

Kind regards

Chr1ssy

Betreff: Subject: Transfer of internet contract to new address

pavlos11 — Fri, 11 Feb 2022 12:56:14 GMT

Hi Chr1ssy,

thanks for offering your help. At the end Vodafone contacted me and explain that I need to make a new contract since the cable provider is different.

But maybe you can help me tracking my new order! It was made on the 31 of January but I still haven't received the router from Vodafone. I can provide the Vertragszusammenfassungs-ID of my order.

Thanks!

Betreff: Subject: Transfer of internet contract to new address

R4mona — Mon, 14 Feb 2022 12:17:23 GMT

Hey pavlos11,

Thank you very much for your feedback.

First of all, I am glad that my colleagues contacted you and explained that you need a new contract.

In order for us to see if the router is on its way, we need a private message with the data my colleague Chr1ssy asked you for.

Please let us know here as soon as the message is out.

Kind regards

R4mona

Betreff: Subject: Transfer of internet contract to new address

pavlos11 — Mon, 14 Feb 2022 19:36:30 GMT

Hi R4mona,

I have sent you my details and the Vetragszusammenfassungs-ID of my order with a private message as you requested.

Thanks a lot for your help!