Thema "Betreff: Need help in English." in Kabel: Tarife & Rechnung

Need help in English.

Eamon — Wed, 10 Aug 2022 17:38:02 GMT

Hello, I am having many problems with communication, bills and disconnection of my internet.

For starters, my contract was set up in store with the help of the instore representative who spoke English. My german is not good and was even worse when I signed up so I was relying on him to communicate everything with me. Which was falsely placed trust because he signed me up for numerous things that I didn't ask for and didn't tell me about promo pricing for addons he gave me that he said were "free".

I signed up to gigakombi mobile, Internet and TV and gave my bank details for automatic transactions.

First bill came and the money left my account, the bill was way more than I was told so I went back in and he explained the first month they charge for 2 months and this is standard in germany. Second month bill comes in, it is pretty much the exact amount I was initially quoted. Third month comes, it's much less so I check the bill and there's numerous items and discounts, all in german and even with translating, don't explain much, but I'm not going to complain about discounts. Fourth month comes and my internet stops working, I spend numerous days calling the helpline and going to the store to get help. The people in the store help me troubleshoot a little but can't do anything to actually help me and only the helpline can, so they set up a callback, which they promised will be in English. This callback and numerous other calls, when I ask to speak English they rudely say no, this is the german Hotline and some even just hang up on me immediately. After calling them for 3 days, I get a nice guy who can speak a little English and he explains to me that I haven't paid some bills, to which we then find bills in a different account (I assumed since I signed up for one account, I would only have one account). I am able to explain to him that there are numerous irregularities with these newly found bills and he helps me and says he will investigate further into some of the issues and that my internet will be turned back on for 30 days, with the next bill having the updated amount due.

Its now 5 days since then and my internet has been turned off again. I call support and get the same rudeness. One guy tells me my internet was turned on for only 7 days and I have to pay to get it turned back on. I tried to explain to him that I was told to wait for the nex bill and that my internet was turned on for 30 days but he didn't understand and told me to call back and press '9' for English, which I did and it did nothing.

This support Page is my last line of help. I either need to talk to someone in English or I need to leave this contract.

I signed up for internet and have had problems with it from the beginning, I am not receiving the service stated in my contract.

Re: Need help in English.

Grit — Thu, 11 Aug 2022 07:56:42 GMT

Hello Eamon,

there are two systems for internet & telephone and mobile communications. Therefore, there are also two customer numbers and two bills. If a line is blocked, it can only be unblocked prematurely for 7 days. Then the payment must be received or the connection is blocked again. A further activation is then no longer possible.

Have you logged into MyVodafone and added both contracts? Then you can also view the bills and check where there are discrepancies.

Unfortunately, we cannot clarify this here. The best thing to do is to contact our colleagues on Facebook or Twitter or WhatsApp.

Viele Grüße

Grit

Re: Need help in English.

MuhammadWaseem — Wed, 24 Jan 2024 16:24:13 GMT

Hello Grit,

I have several queries about products and tariffs, and I've attempted to call numerous numbers in order to speak with a customer representative. Unfortunately, I have been unable to connect with an English-speaking person. My proficiency in German is limited, and each time I call, I am provided with a new number to contact. Could you please provide the correct number where we can directly reach an English-speaking representative, or share an email address where we can send our queries?

Thanks

Betreff: Need help in English.

reneromann — Wed, 24 Jan 2024 17:05:09 GMT

Even if it sounds rude:

You signed for a contract in Germany where German is sole contractual and thus also sole support language.

There is no English speaking representative or e-mail available.

If you are unable to speak or understand German in an adequate way, you will need to get a translator on your own expenses.

Betreff: Need help in English.

RobertP — Wed, 24 Jan 2024 17:29:33 GMT

@MuhammadWaseem

try WhatsApp support

+49 172 1217212

Betreff: Need help in English.

HanaB — Mon, 18 Aug 2025 09:22:59 GMT

@reneromann This is really a sad response.

I have the same issue as Grit and there is no help for English speakers whatsever.

Imagine the following scenario: You come to Germany to work for a big company which promises that the working language is English and your Geman rtaher non existent. Despite of that, you manage get a flat, get all the neceserry burreaucracy done and need to organise internet because it's essential for this work that you were hired for. The building you move to apparently only has "Vodafone" connection, so you have no option but to go with the company, because also that's what your landlord said and because no one will support you in this in English. So you trust them and get a Vodafone cabel contract.

But there are constant issues with the internet and there is literally no way to speak to anyone in English if your internet stops working. The physical customer centers will advise you to "call the line" (which doesnt have an option for English), the Meine Vodafone app and web doesn't have the right options if you manage to use Transaltor and automatic translations in Chrome. The robot says don't speak English, the options are not there and when you think you are on the path, "there was an error on the page".

Simply put, having Vodafone contract in Germany has been some of the most frustrating technological and black hole issues I can think of. I can't wait to cancel this contract (if the ridiculous system allows me).

Betreff: Need help in English.

HanaB — Mon, 18 Aug 2025 09:23:47 GMT

I mean the same issue as Eamon.

Betreff: Need help in English.

HanaB — Mon, 18 Aug 2025 09:24:32 GMT

And while your German is non-existent, I meant to say.

Betreff: Need help in English.

RobertP — Mon, 18 Aug 2025 09:26:42 GMT

support in english is available via WhatsApp

Betreff: Need help in English.

HanaB — Mon, 18 Aug 2025 09:29:37 GMT

Sadly this is a robot in German, so no use.

Betreff: Need help in English.

Peter_Co — Mon, 18 Aug 2025 09:45:20 GMT

From the bot repeatedly request a “Kundenberater” until you get forwarded to a human agent. After that happened responses can take some time, this is no live chat and requests are worked on in chronological order.

Betreff: Need help in English.

FazilV — Wed, 26 Nov 2025 17:42:40 GMT

Sad to know about your issue

I kind also had bad experience with Vodafone Service . I had contract with faster net I paid 50 Euro each month but when Ioved out and wanted to cancel my contract they asked for so many *piep* things , like the customer number of the guy who moved in after me , activation code , and bunch of things,

When I made contract they asked for my id ( rp or passport) and just my bank details

When I want to cancel my contract they ask for Kunden Nr for other guy who moved in when I moved out , and activation code even tho I never used Vodafone app

They just make things extremely complex so that they can still get our money .

I recently reviewed email to give back Vodafone Station but I'm not living there anymore since 8-9 months and I already informed Vodafone in 2-3 emails also I went to service center and also informed there 3 times at least that I don't live there still they send me email that I should give me Vodafone Station otherwise they'll charge me..

And on customer service call they don't speak English so I tried my limited German skills and conversation was going good and person understood the issue still was persistent that I should give back Vodafone Station , but how am I supposed to there's new family living there new people there I don't even know I don't even live there , end the person just keep repeating I have to give it back or they'll charge us that's all and hanged up ...

Man when we make contract they don't say that okay you don't speak German so we can't make contract , they'll make you contract even when you're communicating using sign language

But when you ask for help on service call they just don't help ....

I mean we're the consumer and you're consumer services you must help us that's what u paid for

And Vodafone should help us after all we're the one who's paying monthly bills to keep company going....

I would say please cancel your Vodafone contract, it's *piep* and you can choose any other provider but the Vodafone. Also spread a talk in community ( friends / co-workers )as well and help them before they fall in this monopoly trap and tell them to not make Vodafone contract ...

Vodafone must provide Service to their customers not just talks .

Peace out 🙏