Thema "Re: Talk to Kabel Deutschland Customer Service from a Swedish phone" in Archiv_Kabel

Talk to Kabel Deutschland Customer Service from a Swedish phone

TobbeG — Fri, 13 Jul 2018 10:02:55 GMT

Dear Kabel Deutschland,

I just spent over 2 hours in trying to get in contact with Kabel Deutschland.

I am customer of Kabel Deutschland and used to have a DE phone and a SE phone, now I only use my SE phone.

Now, it is impossible to get in contact with Kabel Deutschland to discuss my contract and the services provided to my apartment ion Berlin.

Kabel Deutschland services with 0800-numbers do not accept my Swedish phone number – so I cannot get call it - It is also impossible for med to provide my phone number so they can call me back – the web page input does not accept my SE number.

There is no form or other info on the websites that allows me to contact them, without having a DE phone number…. – Why is that so, we are living in EU and have free roaming?

I need to talk to a human customer service agent of Kabel Deutschland about my Kabel Deutschland contract - how to do that?

Kind regards
Thorbjörn

Re: Talk to Kabel Deutschland Customer Service from a Swedish phone

Lars — Sat, 14 Jul 2018 06:56:45 GMT

Hi TobbeG,

what exactly is it about? Don't you have a way to call from a landline?

Best regards

Lars

Re: Talk to Kabel Deutschland Customer Service from a Swedish phone

TobbeG — Sat, 14 Jul 2018 18:48:12 GMT

I don't have a landline since 10 years.

I cannot call to Kabel Deutschland from my SE mobile phone number - the 0800 number don't accept my SE call
(it's just no connection and the acll is terminated after 30 seconds...)

I cannot get in touch with Kabel Deutschland to aask them call me - the only accept a DE number.

I cannot send a message through their website forms as they require me to enter a phonenumber,
and they only accept DE numbers..... which I don't have.

There seems not to be any way of getting in contact with Kabel Deutschland for a customer with a SE phone!!

When sending e-mails to their impressum mail address "kabel-impressum@vodafone.com" their only advice is
to write something here... and pray that someone knows how to get in touch.

What to do?

PS.
I used to have a DE mobile phone with Vodafone.... very costly.
Now with free roaming, I only use my SE mobile @ 30€ per month with 4G 40GB data free to use all over EU.

Re: Talk to Kabel Deutschland Customer Service from a Swedish phone

Lars — Sun, 15 Jul 2018 13:53:43 GMT

Hi TobbeG,

you can use the contact form or simply write here how we can help you.

Best regards

Lars

Re: Talk to Kabel Deutschland Customer Service from a Swedish phone

TobbeG — Tue, 17 Jul 2018 07:00:12 GMT

Hi Lars,

I cannot find a "Web form" to make contact with Kabel Deutschland customer service to discuss my current service.

Can you please send me the link to it: http://....???

A better way of solving this issue is to call me on my mobile phone
*** or just share a number I can call from Sweden.

Appreciate your prompt assistance!

Best regards

Thorbjörn

Edit: @TobbeG Phone number removed for privacy reasons.

Re: Talk to Kabel Deutschland Customer Service from a Swedish phone

gunah_eu — Mon, 16 Jul 2018 07:08:36 GMT

@TobbeG you should better remove your phone number here. 🙂

or may @Lars can remove the number

when ur having an Fritzbox you can call via your PC, with software like linphone etc. (also available for Smartphones)

Re: Talk to Kabel Deutschland Customer Service from a Swedish phone

TobbeG — Mon, 16 Jul 2018 08:50:36 GMT

@Lars @gunah_eu

This is hillarious !

I am in Sweden and I don't have Fritzbox in Sweden...

Why not have a human being @ Kabel Deutschland to call me on my phone
so I can have a decent discussion on Services provided in our contract and
how I would like to change them going forward.

Thorbjörn

Re: Talk to Kabel Deutschland Customer Service from a Swedish phone

Nancy — Tue, 17 Jul 2018 07:02:32 GMT

Hello TobbeG,

just write us here in the community what you want and we will be happy to help you.

Best regards

Nancy

Re: Talk to Kabel Deutschland Customer Service from a Swedish phone

TobbeG — Tue, 17 Jul 2018 07:57:47 GMT

@Nancy @Lars

I want to discuss available options in my current contract with Kabel Deutschland.

How can I be more specific about what I want :

PLEASE - Make me happy too.... I just want to speak to a Customer service person on phone - call me!!

As I cannot call you:
1. Your 0800 number does not allow my SE number to get through.
2. Your web based customer service incl. virtual office do not allow me to provide my SEnumber for you to call.

Thorbjörn

Re: Talk to Kabel Deutschland Customer Service from a Swedish phone

Nancy — Tue, 17 Jul 2018 10:08:08 GMT

Hello TobbeG,

please send me your customer data (customer number, name and address) by private message, so I can have a look at your contract and please write me which changes you imagine. Then please contact us again here in the article.

Best regards

Nancy

Re: Talk to Kabel Deutschland Customer Service from a Swedish phone

TobbeG — Tue, 17 Jul 2018 10:19:38 GMT

I just sent a privat message to @Nancy

Re: Talk to Kabel Deutschland Customer Service from a Swedish phone

Grit — Wed, 18 Jul 2018 13:33:27 GMT

Hello TobbeG,

again: We can't call you in your country for technical reasons. I'm sorry, but we don't have a phone number for you where this is possible. We can only help you in writing here.

You want to switch from cable to DSL. That's not possible. You also want to downgrade your contract to Internet and no more TV. You have a combination package with Internet, telephone and TV. The change to a pure Internet contract is only possible at the end of the term for which you cancel the contract. This is possible on 23.08.2019, the period of notice is 3 months. For this is not possible.

Regards

Grit

Re: Talk to Kabel Deutschland Customer Service from a Swedish phone

TobbeG — Thu, 19 Jul 2018 14:13:04 GMT

Hello

If Kabel Deutschland Customer Service cannot call me on my SE phone number,

can you then PLEASE provide me with a number I can call you !?

( Note ! Kabel DE have blocked the 0800 numbers from a non DE phone)

I need to understand the current contract situation:

Please share the contractual terms.

1. Current period of contract?

2. Cancellation must be made ?? months prior to end of contract?

3. If no cancellation is made, is the contract aurtomatically extended?

4. If so, for how long?

Thorbjörn

Re: Talk to Kabel Deutschland Customer Service from a Swedish phone

Grit — Mon, 23 Jul 2018 13:33:55 GMT

Hello TobbeG,

I don't know why you don't want to understand: We do not have a phone number for you that you can reach from Sweden. We can't call you there either. There is no need to discuss it, because we cannot change this fact.

About the contract and your questions:

1. minimum contract term 24 months, subsequent term 12 months (start of contract 23.08.2016)

2. the notice of termination must be in due time 3 months before the end of the contract with us

3. the contract is automatically renewed without notice

4. for another 12 months

Regards

Grit

Re: Talk to Kabel Deutschland Customer Service from a Swedish phone

TobbeG — Tue, 24 Jul 2018 15:29:51 GMT

So, how do you expect me ( and other customers with non DE phone numbers to get in contact with you?
Don't you agree that this is a problem for your customers?
It is more than 2 years since roaming was free in Europe and Kabel Deutschland do not allow their
customers to be in contact with them over phone, just because they do not have a DE phone?!

I believe this is discriminating and maybe it's illegal or voids the terms in the contract?

What does Kabel Deutschland Senior Customer Service Management have to say about this ?

#1 preferred solution:
I would like to change my current contract to Internet without TV from 23.08.2018

#2 if above is not granted
If your senior customer service management cannot approve #1, I would like a written statement
to why you don't accept this change.

I would also like to receive a written confirmation of a cancellation of services.

regards

Thorbjörn Geiser

Re: Talk to Kabel Deutschland Customer Service from a Swedish phone

Grit — Wed, 25 Jul 2018 14:36:51 GMT

Hello TobbeG,

I'm not having this discussion with you. If you really think that the contract is invalid because you cannot reach the customer service by phone from sweden, please contact the complaint management (Vodafone Kabel Deutschland; Kundenservice - Beschwerdemanagement; 99116 Erfurt). Keep in mind that there are other ways to contact customer service (facebook, twitter, forum, contact form, mail).

Your contract cannot be changed on your terms at this time. If you cannot accept this, the complaints department is also your contact.

Before you ask: It is not possible to contact the complaints department by telephone or e-mail.

Regards

Grit