Thema "Re: RedKabel cancellation before receiving the installation" in Kabel: Tarife & Rechnung

RedKabel cancellation before receiving the installation

LorenzoF — Sat, 29 Jan 2022 09:03:49 GMT

I signed a contract in a Vodafone shop for Kabel Internet, because they guaranteed that at my address it was only necessary to receive the router and plug it in.
After waiting over 2 weeks, I found out that I needed to ask for installation to another company, which takes care for the cable at my address and I need another contract with them. I'm not happy with this and the cable company told me that they can cancel the order with Vodafone.

Would this also mean that my contract with Vodafone will be cancelled? I hope so...

Thank you for your help!

Re: RedKabel cancellation before receiving the installation

Grit — Sun, 30 Jan 2022 11:36:43 GMT

Hello LorenzoF,

you probably can't cancel the contract that easily, since it was concluded in a retail store. Which company should you hire for the installation? Where does the information come from? Vodafone works with subcontractors who are commissioned to carry out the installation.

Please explain the situation in more detail and also which state you are from.

Regards

Grit

Re: RedKabel cancellation before receiving the installation

LorenzoF — Sun, 30 Jan 2022 12:02:33 GMT

Hi @Grit Grit and thank you for your answer!
I signed the contract with a Vodafone Shop in Dresden, for Red Internet, on the 14th of January. They told me that I would have received the router soon directly at home, with no other installation concerns.
After 11 days waiting, I went back there and they told me that actually a cable company in Dresden is taking care of it, Großantenne Dresden. So I had to contact them and they told me that I need a cable connection with them as basic requirement, and that I could choose a "pass-through contract" of 6,90€ per month plus costs of activation. But they also said that, if I refuse, they can cancel the order from Vodafone and the whole contract would be cancelled. (Meanwhile, only on 27 January, I received an email from Vodafone explaining me to contact Großantenne and giving me Kundennummer and Vertragsnummer).
My wish now is to cancel the whole contract, since I've never actually received the router and it's different from what I expected.

My concern is that, if I cancel the contract, I might have to pay any penalty.

I also might decide to sign a contract with Vodafone in the near future; how can I can be sure that my Red Internet contract is actually cancelled, so I can get a different contract with Vodafone?

Thank you for your kind help, hope I've been clear enough!

Re: RedKabel cancellation before receiving the installation

Lars — Tue, 01 Feb 2022 11:12:12 GMT

Hi LorenzoF,

if the installation order is cancelled by the company, the contract will not be concluded either. Please cancel the installation order with the company if you do not want the additional contract. As soon as we have the feedback, our colleagues will take care of the final processing and cancellation. If the contract does not work, there are of course no fees.

Best regards

Lars

Re: RedKabel cancellation before receiving the installation

LorenzoF — Tue, 01 Feb 2022 12:41:08 GMT

Thank you, @Lars for your kind answer!
Yesterday I asked the company to cancel the order.
Is there a way to know when the contract is actually conlcuded? Also, will I be able to get another contract with Vodafone if the process of cancellation is still going on?

Re: RedKabel cancellation before receiving the installation

Lars — Thu, 03 Feb 2022 09:33:55 GMT

Hi LorenzoF,

it usually takes up to a week until the cancellation is finally processed. You will receive a written confirmation as soon as this is done.

You mean a DSL contract? You can already order this in parallel. To be on the safe side, I would wait for the final confirmation of the cancellation of the cable contract.

Best regards

Lars

Re: RedKabel cancellation before receiving the installation

LorenzoF — Wed, 09 Feb 2022 17:51:13 GMT

Hi @Lars,

I still haven't received any comunication. Could I do something in order to know what is the status of the procedure?
Thank you for your help!

Re: RedKabel cancellation before receiving the installation

Stephan — Mon, 14 Feb 2022 11:02:44 GMT

Hi LorenzoF,

well, then we'll have a look on that issue to see, what we can do here.

Please send me a private message with the following information:

- your full name

- your full address

- date of birth

- customer number

- e-mail address

- the link of this thread

Please reply here when you have sent the private message.

Regards

Stephan

Re: RedKabel cancellation before receiving the installation

LorenzoF — Mon, 14 Feb 2022 11:14:32 GMT

Thank you, @Stephan. I've jsut sent you a private message!

Best regards,

Lorenzo

Re: RedKabel cancellation before receiving the installation

Lars — Thu, 17 Feb 2022 10:36:11 GMT

Hi LorenzoF,

unfortunately we do not have any feedback from the company in the system yet. The order is still there. We need the cancellation, unfortunately we can not do anything before. Can you call them again? We are not allowed to cancel the order.

Best regards

Lars

Re: RedKabel cancellation before receiving the installation

LorenzoF — Sat, 19 Feb 2022 16:55:53 GMT

Dear @Lars and @Stephan ,

I asked again the company to cancel the order. They did again but I've jsut received an email saying "Widerruf nicht möglich...Sie können Ihren Auftrag nur bei Fernabsatz- und außerhalb von Geschäftsräumen abgeschlossenen Verträgen widerrufen. Deshalb läuft Ihr Vertrag mit uns weiter."
First, as I already mentioned, nobody told me in any form that I needed an extra-contract for kabel-connection.

Second, if I have a Widerrufsbelehrung, why can't I use it, since I did this even BEFORE receiving my product.

This is getting frustrating, confusing and really disappointing. I wanted to make a diffrent contract with vodafone in the future but from now on I will definitely avoid any contract with Vodafone if everything get so tricky.

Re: RedKabel cancellation before receiving the installation

Torsten — Sat, 19 Feb 2022 17:00:32 GMT

There is no right of withdrawal for contracts concluded in a stationary Vodafone shop, since you have actively approached the provider.
In addition, the terms and conditions also state that the prerequisite is an existing cable connection. So you have to provide this, even if, as in your case, a contract with the NE4 operator is required.
At most, you can submit a revocation to "Großantenne Dresden" and they will then forward it to Vodafone Deutschland / ex-KDG, whereupon your contract will be canceled there.

Re: RedKabel cancellation before receiving the installation

LorenzoF — Sat, 19 Feb 2022 17:07:24 GMT

Thank you for your answer @Torsten.
Actually, Großantenne Dresden made a revocation twice for me, but looks like Vodafone still tries to keep up the order. And this is going on since more than one month.

I understand what you said about withdrawal from Vodafone Shop, but the thing which makes me mad is that they didn't mention any further installation, they told me to wait home my Router and jsut plug it it.
Then, after waiting for days I got back to them and they randomly found out that my order was in Großantenne Dresden's hands. So, then I had to contact by myself Großantenne Dresden and so on...

Re: RedKabel cancellation before receiving the installation

Stephan — Tue, 22 Feb 2022 20:54:08 GMT

Hi LorenzoF,

sorry to read that. Unfortunately, we cannot help here at this point then. If the revocation was rejected, we can unfortunately do nothing more for you.

Regards

Stephan

Re: RedKabel cancellation before receiving the installation

LorenzoF — Fri, 04 Mar 2022 15:53:55 GMT

Dear @Lars and @Stephan,

since the Grossantenne company ensured me that the order is cancelled, but from Vodafone side is still somehow pending, I had to contact the costumer service (with some efforts).

They explained that somehow there was a fault by their side and the process of order cancellation was stuck.

Since getting in touch with costumer service is so difficult (and I need some help from somebody for the german language). would you be able to see the status of my situation?

The situation is pretty similar to this one https://forum.vodafone.de/t5/Archiv-Internet-Telefon-TV-%C3%BCber/zus%C3%A4tzlicher-Vertrag-mit-Gro%C3%9Fantenne-Dresden-f%C3%BCr-DSL/td-p/1188874

I hope to get some confirmation that everything is cancelled. Thank you!

Re: RedKabel cancellation before receiving the installation

DOCSIS4 — Fri, 04 Mar 2022 18:47:25 GMT

I suggest to order DSL meanwhile as a set-up via the phone line takes at least 10 days usually more. Vodafone won't bill you in such a case from my experience and sooner or later you will receive the confirmation.

6.90 EUR is pretty cheap though in these rare cases that a second local cable network operator is involved. I don't own a TV and am forced to pay ~17 EUR monthly additionally, but I knew it before and it's still worth for me to get 1000 Mbit/s via cable.

This is not the fault or even within the sphere of influence of vodafone of course, but unpleasant as a customer. These kind of buildings appear as "cable TV included" for the vodafone customer service but especially a local sales agent should know "his region" and could have informed you.