Thema "Re: Trouble cancelling internet service" in Archiv_Kabel

Trouble cancelling internet service

jasonw — Sat, 26 May 2018 12:41:08 GMT

Please forgive my use of English as I am not fluent in German yet. Thank you.

I have had my contract for over 2 years. I moved to a new building where I was told by my landlord that I could only use a specific provider. Since then I have tried several ways to cancel my service. I have used the online form twice (I used it again today). At one point I believe I received an email stating my account. It's been 2 months since and am still being billed.

I even visited a Vodafone location and what turned away. Please help. Thank you.

Best,

Jason

Re: Trouble cancelling internet service

Lars — Sat, 26 May 2018 16:42:18 GMT

Hi Jason,

is the contract over Vodafone DSL or Vodafone Cable?

Best regards

Lars

Re: Trouble cancelling internet service

jasonw — Sat, 26 May 2018 17:59:53 GMT

Hi Lars,

Kabel Deutschland

Kunden-Nr. XXX

Also I just checked the latest bill and it has a completely different address than where I live. All bills prior to May have my old address but this latest is wrong. 😞

Best,

Jason

Edit: No personal data, please

Re: Trouble cancelling internet service

jasonw — Sat, 26 May 2018 18:05:44 GMT

Here's an email from April 25th.

Re: Trouble cancelling internet service

reneromann — Sun, 27 May 2018 08:40:02 GMT

That's the cancellation affirmation...

Please be aware that you have by law to pay for 3 additional months after your cancellation has been received by Vodafone or you moved to the new apartment (the later counts).

Re: Trouble cancelling internet service

jasonw — Sun, 27 May 2018 09:27:38 GMT

The 3 months is no problem. Any idea on if I get notice to return my equipment? I suppose I can try to take it back to the store again after my final month of the 3month term.

Thank you for your feedback.

EDIT:

SInce my address on my most recent bill is incorrect - does that mean I may have missed the equipment return notice? And is there anything else I need to do or will my account absolutely terminate at the end of 3months?

Best,

Jason

Re: Trouble cancelling internet service

reneromann — Sun, 27 May 2018 09:46:01 GMT

You have to send your equipment back to the following address at your own cost [see also here]:

Vodafone Kabel Deutschland
c/o DHL Paket
Am Tower 222
90475 Nürnberg

You cannot take it back at a store - and please be aware that this has to be done within a 14-day-timeframe. So if you cannot use the line right now, it would be better if you'd send back the equipment as soon as possible - otherwise it might be that you have to pay a fine for not sending back the equipment.

Re: Trouble cancelling internet service

Grit — Sun, 27 May 2018 10:01:53 GMT

Hello jasonw,

please check the cancellation confirmation again, especially the cancellation date and the address. The address is differentiated between customer address and connection address. The date of termination depends on the Telecommunications Act.

You must return the device yourself. You can't leave them in the shop.

Please do not post any more private data publicly.

Regards Grit

Re: Trouble cancelling internet service

jasonw — Sun, 27 May 2018 10:30:56 GMT

Hello Grit,

I went to the link above and used the return address listed. It's already boxed with my cancelation email and a letter (in German) on why I'm cancellation with my correct address in case there is any confusion. I will ship it first thing tomorrow morning. Thank you for your time.

Best,

Jason

Re: Trouble cancelling internet service

Grit — Sun, 27 May 2018 13:35:07 GMT

Hello jasonw,

you misunderstood me. You will receive confirmation of your cancellation by post, not by e-mail. This letter states the date of termination. If you have already moved, you will find two addresses on it. First the connection address and as a postal address, the new address.

Regards Grit

Re: Trouble cancelling internet service

jasonw — Sun, 27 May 2018 13:38:51 GMT

Hi Grit,

Per my previous messages, Vodafone changed my address to an incorrect address. Therefore I will never receive that message. I am just going to ship the equipment back tomorrow with a paper trail of what happened.

Best,

Jason

Re: Trouble cancelling internet service

Lars — Mon, 28 May 2018 07:18:35 GMT

Hi Jason,

please send me a private message with your customer id, name and address (old and new). I'll correct the address then. Get into the post here as soon as you have sent the private message.

Best regards

Lars

Re: Trouble cancelling internet service

jasonw — Mon, 28 May 2018 08:02:22 GMT

Hi Lars,

Thank you. I tried sending you a message but an error says I reached my limit (this is a brand new account).

Best,

Jason

Re: Trouble cancelling internet service

Lars — Mon, 28 May 2018 13:56:12 GMT

Hello jason,

I sent you a PM. Please try to answer to it and then report here in the post.

Best regards

Lars

Re: Trouble cancelling internet service

jasonw — Mon, 28 May 2018 15:04:35 GMT

I'm unable to respond. Error message:

Du hast die für das Senden privater Nachrichten festgelegte Grenze erreicht. Versuche es später erneut.

Re: Trouble cancelling internet service

jasonw — Mon, 28 May 2018 15:13:45 GMT

Perhaps you can just pm me your email?

Re: Trouble cancelling internet service

Lars — Tue, 29 May 2018 11:02:55 GMT

Hello jasonw,

can you please delete cookies and cache? Alternatively also try a different browser? We would like to solve the problem of sending messages.Thank you for your help.

Best,

Lars

Re: Trouble cancelling internet service

jasonw — Thu, 26 Jul 2018 13:05:50 GMT

Vodafone continues to bill me, 4 months after I canceled and returned my equipment. I am now reporting it to my bank. How can I get these charges to stop?

Re: Trouble cancelling internet service

Tina — Thu, 26 Jul 2018 17:56:33 GMT

Hello jasonw,

the notice period is 3 months. The period begins with the day of the move. Should the notice of termination reach us after this day, the period begins only then.

Your cancellation arrived us on 24th April 2018. So your contract ended on 23th July 2018.

Kind regards

Tina

Re: Trouble cancelling internet service

jasonw — Thu, 26 Jul 2018 18:06:25 GMT

Hi Tina,

Thank you for the clarification! 🙂

Best,

Jason