Thema "Re: Cancel a duplicate contracts" in Archiv_Kabel

Cancel a duplicate contracts

varayut — Fri, 01 Jun 2018 09:52:09 GMT

Hello,

I called to Vodafone centre three days ago to move my cable contract to a new apartment. A staff told me that he'll cancel my old contract, and create a new two years contract with me. However, I still didn't get new contract documents by email.

Therefore, I called to Vodafone centre again today. A staff told me that I currently have two contracts and the previous staff hasn't cancelled my old contract correctly. He told me to send a cancellation letter to vodafone in order to cancel the old contract.

I sent the cancellation letter yesterday, I got a reponse "I can't help you in your preferred language. To solve your problem, please visit our Vodafone forum".

Could you please cancel my old contract? I can send you my old/new customer numbers by pm.

Thank you very much in advance.

Betreff: Cancel a duplicate contracts

reneromann — Fri, 01 Jun 2018 18:25:14 GMT

Sorry to tell, but you cannot cancel your old contract if you move to a new apartment and your old contract can be fulfilled there. The staff member seems to have lied to you or did not know how to move your old contract...

And as the new contract has been made inside a store, there is no "Widerrufsrecht" - so there is no possiblility to withdraw within the 14-day period...

Maybe a Mod can help you - they'll read here from time to time - so it may take some time...

Betreff: Cancel a duplicate contracts

varayut — Fri, 01 Jun 2018 19:34:26 GMT

This is very bad. It wasn't my fault at all. I followed the steps that the Vodafone staff told me. If customers can't even trust the Vodafone staff, how can we trust the company?

I'm paying for the internet and currently can't use it for many days. Actually, I plan to use more Vodafone products, I might need to be more careful...

Please fix this issue as soon as possible.

Betreff: Cancel a duplicate contracts

reneromann — Fri, 01 Jun 2018 20:06:49 GMT

@varayut@ schrieb:
This is very bad. It wasn't my fault at all. I followed the steps that the Vodafone staff told me. If customers can't even trust the Vodafone staff, how can we trust the company?

And there's the problem:

Those shops are only Franchises - the staff that is employed there is not Vodafone staff!

And so the employees there get paid by their boss for selling contracts, not for administrative tasks (like moving) - because their Franchise contract does not contain those administrative tasks.

The better way would have been to call the "Umzugshotline" (hotline for movements) and/or use the "Umzugsservice" within the customer service page where you could have entered all the details about your movement at your own.

@varayut@ schrieb:
Please fix this issue as soon as possible.

Wait for a Mod - he might help you here...

I can't fix anything because I'm a "regular" customer as you are.

Betreff: Cancel a duplicate contracts

varayut — Fri, 01 Jun 2018 20:36:30 GMT

> And there's the problem: Those shops are only Franchises - the staff that is employed there is not Vodafone staff!

No, I called to a Vodafone call centre and didn't go/call to a Vodafone shop.

Anyway, I'll wait for the Mod to fix this issue.

Betreff: Cancel a duplicate contracts

reneromann — Fri, 01 Jun 2018 21:41:07 GMT

If the contract was made by phone, you may still have the right to withdraw the new contract ("Widerrufsrecht") - 14 days from the day you receive the "Widerrufsbelehrung"...

Maybe this can still help you to withdraw the new contract and only move the old one...

Re: Cancel a duplicate contracts

Grit — Mon, 04 Jun 2018 08:04:50 GMT

Hello varayut,

and exactly what @reneromann wrote, I have now done: I have revoked the new contract, because the existing contract must move with you. The new cable router on its way to you must be sent back. You'll get another letter for this.

I would now like to take care of the move of your old cable contract. Have you already moved or are you still doing that?

Regards

Grit

Re: Cancel a duplicate contracts

varayut — Mon, 04 Jun 2018 08:27:19 GMT

Hello Grit,

Thanks for your help. I didn't move my old contract yet, could you please also move it to my new apartment? Moreover, I would like to downgrade it to Red Internet & Phone 32 Cable.

Thank you very much again for your help.

Regards,

Varayut

Re: Cancel a duplicate contracts

Grit — Mon, 04 Jun 2018 12:16:34 GMT

Hallo varayut,

i was working on the move, now all you have to do is plug in the old device in the new apartment. This completes the move in the system. The tariff change can then be processed at 32 Mbps. I already have that one in mind.

Regards

Grit

Re: Cancel a duplicate contracts

varayut — Mon, 04 Jun 2018 18:08:45 GMT

Hello Grit,

Thanks again for your help. I pluged in the old device in the new apartment. Unfortunately, the internet doesn't work. The "@" sign on the modem keeps flashing fast. Could you please check what is happening?

Regards,

Varayut

Re: Cancel a duplicate contracts

reneromann — Mon, 04 Jun 2018 20:51:13 GMT

The flashing @-sign means that the device is searching for the internet signal - if this state persists even after hours, there might be a problem with your line (e.g. the main amplifier is not capable to amplify the upstream signal and/or blocks it) - therefore you need a technician to fix this.

Re: Cancel a duplicate contracts

Grit — Tue, 05 Jun 2018 07:58:46 GMT

Hello varayut,

the move had to go through the system first. I had it freshly adjusted. Unfortunately, you have not connected the device at the moment. It should work now. Please try it out, try again tomorrow if necessary.

Regards

Grit

Re: Cancel a duplicate contracts

varayut — Tue, 05 Jun 2018 08:48:28 GMT

Hello Grit,

The device has been connected since 8am in the morning, and it's still online. I just tried to plug it out and plug it in again. Unfortunately, the "@" sign still keeps flashing 😞 I'll keep it online. Could you check its connection?

Thanks for your help.

Regards

Varayut

Re: Cancel a duplicate contracts

Grit — Tue, 05 Jun 2018 10:45:03 GMT

Hello varayut

did you connect the right device? It is still displayed offline. Since you have two identical devices, I suspect you connected the wrong one. Send me the Mac address of the device you have connected via PM.

Regards

Grit

Re: Cancel a duplicate contracts

varayut — Tue, 05 Jun 2018 12:43:08 GMT

Hello Grit,

I just sent you the MAC address of the device that I've connected via PM.

Regards

Varayut

Re: Cancel a duplicate contracts

varayut — Tue, 05 Jun 2018 20:19:18 GMT

Hello Grit,

I have connected the old device since 8AM today until now, please see the attached photo. The "@" sign is still flashing. I have been waiting for the internet for 7 days now. If you still can't see the device connection, please send a technician to fix this issue. I need to use the internet for my works, this is very bad now.

Regards,

Varayut

Re: Cancel a duplicate contracts

Thomas — Thu, 07 Jun 2018 07:14:46 GMT

Hi varayut,

according to the system, an appointment has already been made with a technician. Can you confirm that?

Regards

Thomas

Re: Cancel a duplicate contracts

varayut — Thu, 07 Jun 2018 08:55:02 GMT

Hi Thomas,

Yes, I went to a Vodafone shop yesterday, a staff helped me make the appointment for the upcoming Monday.

Regards

Varayut

Re: Cancel a duplicate contracts

Thomas — Thu, 07 Jun 2018 10:05:18 GMT

Hi varayut,

that's good. Will you please report back when the technician has been there.

Regards

Thomas

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varayut — Mon, 11 Jun 2018 15:22:07 GMT

Hi Thomas,

The technician came to my apartment today. He checked the cable connection. However, he said that the cable connection doesn't work with Vodafone. Could you check what is happening?

Moreover, does Vodafone provide a customer with an alternative way to use the internet while waiting for the connection? I have been paying and waiting for almost two weeks without the internet.

If the internet doesn't work soon, I would like to take a full refund of the moving cost, the cost of the first month, and cancel the contract.

Regards,

Varayut