Thema "Re: Router doesn't see a connection after moving with Umzugservice" in Kabel: Tarife & Rechnung

Router doesn't see a connection after moving with Umzugservice

mshsutov — Wed, 27 Apr 2022 13:41:16 GMT

I successfully submitted a form (03.04.2022) to move my Vodafone internet connection to a new address. When I connect my router in the new apartment, the Network led blinks, and there is no connection. What should I do next to get the internet? I work from home: the internet is crucial for my work.

Re: Router doesn't see a connection after moving with Umzugservice

Andre — Thu, 28 Apr 2022 08:59:29 GMT

Heys mshsutov,

did you switch from a cableconnection to internet via dsl?
Or a u still using an Internet & Phone Cable tariff, like in your last thread?

If you relocate / move a dsl landline, you'll get new login credentials with your welcomeletter. Are we already past the activation date communicated there?

Then the router needs to be resettet to factorydefaults & configured with the new login credentials.
Did you try that?

Cheers,

Andre

Re: Router doesn't see a connection after moving with Umzugservice

mshsutov — Thu, 28 Apr 2022 09:06:56 GMT

> Or a u still using an Internet & Phone Cable tariff, like in your last thread?

I'm still on the same tariff.

> If you relocate / move a dsl landline, you'll get new login credentials with your welcomeletter.

I haven't received a new "welcome letter" yet.

> Are we already past the activation date communicated there?

I submitted the form twice. The second submission was with yesterday's date - 27.04.2022.

> Then the router needs to be resettet to factorydefaults & configured with the new login credentials.
Did you try that?

Nope, as I said I didn't receive a new "welcome letter".

Re: Router doesn't see a connection after moving with Umzugservice

Andre — Thu, 28 Apr 2022 11:04:14 GMT

Ok , if you are still using your old tariff / Cable contract I'll move this thread into the fitting board.

Could you please tell me in which state you've moved?

Re: Router doesn't see a connection after moving with Umzugservice

mshsutov — Thu, 28 Apr 2022 11:06:11 GMT

> Could you please tell me in which state you've moved?

I stay in Berlin, just moved to a different district - Moabit. I can send you an address in DM if you need it.

Re: Router doesn't see a connection after moving with Umzugservice

Nancy — Fri, 29 Apr 2022 09:56:07 GMT

Hello mshsutov,

did you use our relocation service for your message?

I would be happy to check whether your message has arrived. Please send me your customer number, name, date of birth and address by private message. Then report back here in this post.

Best regards

Nancy

Re: Router doesn't see a connection after moving with Umzugservice

mshsutov — Fri, 29 Apr 2022 12:20:40 GMT

I used Umzugsservice on https://kabel.vodafone.de/

I will send you additional data in the private message

Re: Router doesn't see a connection after moving with Umzugservice

Anett — Sat, 30 Apr 2022 11:14:44 GMT

Hello mshsutov,

unfortunately you cannot continue to use your old contract at the new address. We do not offer cable via Vodafone there. There is a possibility that we will switch your contract to DSL. If it's okay for you, we can arrange a callback for you, the colleagues will be happy to advise you.

Best Regards

Anett

Re: Router doesn't see a connection after moving with Umzugservice

mshsutov — Mon, 02 May 2022 10:47:26 GMT

If the transfer is not possible, could you stop my contract starting from 1 May? Why did the form accept the new address?

Re: Router doesn't see a connection after moving with Umzugservice

Anett — Mon, 02 May 2022 13:30:40 GMT

Hello mshsutov,

that the address is still available is correct in that sense. Unfortunately, we can no longer offer you cable, only DSL. Your move date was 01.05?

Best Regards

Anett

Re: Router doesn't see a connection after moving with Umzugservice

mshsutov — Mon, 02 May 2022 13:54:43 GMT

> Your move date was 01.05?

The official move date was 26.04.2022.

Re: Router doesn't see a connection after moving with Umzugservice

Nancy — Tue, 03 May 2022 12:11:43 GMT

Hello mshsutov,

I have taken care of your contract and terminated it. You will receive a written confirmation with the termination date. You can send our router back to the following address:

Vodafone Deutschland GmbH

c/o DHL Paket

Am Tower 222

90475 Nürnberg

Best regards

Nancy

Re: Router doesn't see a connection after moving with Umzugservice

mshsutov — Wed, 04 May 2022 06:55:02 GMT

I received. The contract termination date is 27.05. Why so? If the form on the Vodafone website worked correctly and informed me the transfer of my contract was not possible, I would terminate it a month earlier (03.04.2022 when I submitted the transfer request).

Could Vodafone change the date and fix the Umzugsservice form?

Re: Router doesn't see a connection after moving with Umzugservice

Nancy — Wed, 04 May 2022 08:26:59 GMT

Hello mshsutov,

unfortunately, no earlier notification of relocation has been received, which is why this termination date applies. This date cannot be changed. I am sorry.

Best regards

Nancy

Re: Router doesn't see a connection after moving with Umzugservice

mshsutov — Wed, 04 May 2022 12:40:19 GMT

Hm. Do you mean that Vodafone didn't receive my transfer request on April 3rd?

Re: Router doesn't see a connection after moving with Umzugservice

Anett — Wed, 04 May 2022 13:59:05 GMT

Unfortunately, we had not received any notification of relocation beforehand, sorry.

Best Regards

Anett

Re: Router doesn't see a connection after moving with Umzugservice

mshsutov — Thu, 05 May 2022 08:38:56 GMT

Unfortunately, we had not received any notification of relocation beforehand, sorry.

Knowing the poor quality of Vodafone's service, I am not surprised that the form on the website does not work.

Just in case, I used a form under this URL https://kabel.vodafone.de/meinkabel/meine_kundendaten/umzugsservice. I hope Vodafone fixes it to avoid the problem for other customers.

Re: Router doesn't see a connection after moving with Umzugservice

Tina — Fri, 06 May 2022 05:18:40 GMT

That your first message was not successful is annoying. The form is basically fine. However, this simply means that we lack the basis.

If you have no further questions, I will close your post here.

Best regards

Tina