Thema "Re: Help needed: Duplicate Cable contract activated by agent error (router unopened)" in Kabel: Tarife & Rechnung

Help needed: Duplicate Cable contract activated by agent error (router unopened)

Jiang — Mon, 17 Aug 2026 09:11:14 GMT

Hello Vodafone Community,

I urgently need the assistance of a Vodafone Moderator to fix a serious billing issue caused by an agent's mistake during online support.

More than a month ago, I contacted online support to replace my existing Cable contract with a new one . The agent assured me this would be processed as a contract transition (change of contract).

However, I have now discovered that instead of replacing the old contract, the agent activated a second, separate Cable contract .

Here are the key facts of my situation:

Old Contract: Is still fully active, and I am still using its internet connection.
New Contract: I received a new router about a month ago, but I have NEVER opened or activated this new router . It is still brand new in its original packaging.
The Issue: I have now been billed for BOTH contracts simultaneously.

Because I was waiting for the old contract to be automatically disconnected as promised, I only noticed this mistake after waiting for one month. I do not need, nor did I ever request, two separate internet connections for the same address. This duplicate contract is entirely due to a miscommunication and error by the online agent.

Could a moderator please look into this case, help me cancel the incorrect second contract retrospectively , and arrange a refund for the wrongful charge?

I am ready to provide both contract numbers via private message.

Thank you very much for your help.

Betreff: Help needed: Duplicate Cable contract activated by agent error (router unopened)

andreasabaad — Mon, 17 Aug 2026 09:25:01 GMT

Du befindest dich hier in einem Kunden helfen Kunden Forum! Hier kann dir niemand helfen. Wende dich damit bitte an den Service. Da du aber die Vertragszusammenfassung bestätigt, die Vertragsbestätigung ignoriert und die Widerrufsfrist hast verstreichen lassen, ist der Vertrag jetzt gültig! Du kannst diesen Vertrag aber gerne zum Laufzeitende kündigen.

Re: Help needed: Duplicate Cable contract activated by agent error (router unopened)

DennyW — Mon, 17 Aug 2026 10:45:39 GMT

Hello @Jiang ,

Unfortunately, we cannot assist directly with this issue here in the forum, as we do not provide direct customer support or have access to customer data.

Please contact Vodafone through one of the official support channels, such as WhatsApp. As Andreasabaad already mentioned, you confirmed the contract summary for a new contract, and the cancellation period has already expired. Therefore, the duplicate contract can only be cancelled as a gesture of goodwill.

Whether this can be approved is not something we can decide here in the forum.

Kind regards,
Denny

Re: Help needed: Duplicate Cable contract activated by agent error (router unopened)

Jiang — Mon, 17 Aug 2026 19:34:03 GMT

Thank you for the reply. I Will try to contact through whatsapp.

Re: Help needed: Duplicate Cable contract activated by agent error (router unopened)

emily2505 — Tue, 18 Aug 2026 06:49:08 GMT

At first you will need a translator for our chatbot TOBi. After that our team will take over in English. ❤️

Re: Help needed: Duplicate Cable contract activated by agent error (router unopened)

Jiang — Tue, 18 Aug 2026 12:41:48 GMT

Well noted. Thank you Emily. I will do so.

Re: Help needed: Duplicate Cable contract activated by agent error (router unopened)

emily2505 — Tue, 18 Aug 2026 13:07:11 GMT

We are looking forward to hear your news! Best regards, Emily❤️