Thema "Re: Cancellation in advance" in Archiv_Kabel

Cancellation in advance

Sophie471 — Sat, 15 Sep 2018 11:27:03 GMT

Hello!

I'd like to get an assisstance in the cancellation of my contract for the DSL internet. 2 months (31 October) and actually leaving Germany. Happy to send you an official letter by mail if needed. I already have the return address for the router.

Could you kindly help?

Thank you very much.

Sophie

Edit: @Sophie471 I moved your thread to the Kabel board.

Re: Cancellation in advance

Jens-K — Tue, 04 Sep 2018 12:31:51 GMT

Hi Sophie471,

welcome to the Vodafone Community!

You can send us your cancellation via our contact form

Please mention that you are leaving Germany and tell us the date.

You will receive an e-mail with all info regarding the cancelltaion then.

Regards,

Jens

Re: Cancellation in advance

Sophie471 — Tue, 11 Sep 2018 08:18:37 GMT

Hello, thank you for the response and sorry for the late answer.

I already did that like a month ago and the customer service redirected me to here, asking to create a topic - saying that one of the moderators will help. That's confusing now.

Re: Cancellation in advance

Jens-K — Tue, 11 Sep 2018 14:12:54 GMT

Hi Sophie471,

what is the exact name of your tariff? I'm asking because cancellation of your DSL contract should be possible using the link I have mentioned before.

Or do you use a cable connection?

Regards,

Jens

Re: Cancellation in advance

Sophie471 — Sat, 15 Sep 2018 10:21:07 GMT

The name is Internet &Phone Kabel 32 - so i think you are right, it is a cable. Please let me know what I shall do next and many thanks for the help!

Re: Cancellation in advance

Grit — Mon, 17 Sep 2018 15:02:33 GMT

Hello Sophie471

do you already know the new address? I need it in order to cancel the contract.

Please send me a private message with your name, the current address, the customer number, the new address and the moving date. Then please contact me again here in the thread.

Regards

Grit

Re: Cancellation in advance

Sophie471 — Tue, 18 Sep 2018 07:27:35 GMT

Hi Grit, thanks for your response. Sent you all the details in the privat message.

Best,

Re: Cancellation in advance

Tina — Thu, 23 May 2019 09:28:37 GMT

Hello Sophie,

thank you for your private message. You will receive the cancellation confirmation within the next days by mail. As soon as you have the confirmation, send it to us via the contact form.

Have you other questions?

Kind regards

Tina

Re: Cancellation in advance

Sophie471 — Sun, 23 Sep 2018 11:44:35 GMT

Thank you very much, Tina.

Yes I have a few questions:

- It says the notice period starts after my move out date, so I see the end of the contract is on 29th Jan-2019.

Can we change that? I notified you now, for the sake of starting a notice period as of now, so I do not pay so many months in vain. Or did I misunderstand and those 3 months are counted starting from October (as I asked for a cancellation now)?

- When do I need to send you the router - when I move out or around that date, correct?

Thank you again for the help.

Re: Cancellation in advance

Tina — Tue, 25 Sep 2018 10:43:13 GMT

Hello Sophie,

the notice period begins from the date of the move. The hardware must be returned no later than 14 days after the end of the contract. Send it to the following address:

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

Best regards

Tina

Re: Cancellation in advance

Sophie471 — Sat, 29 Sep 2018 15:32:10 GMT

Hi Tina,

sure, I understnd - but i am moving our of the country - so I cannot keep my German account open until the end of January! Is there a way to change the payent method or so at some point? How do I deal with that?

And it is definitely a bad customer experience - making a customer pay another 3 months even if a customer notifies you in advance, but I am sure you are aware of that.

Best,

Re: Cancellation in advance

Ines75 — Sat, 29 Sep 2018 21:49:28 GMT

@Sophie471@ schrieb:

And it is definitely a bad customer experience - making a customer pay another 3 months even if a customer notifies you in advance, but I am sure you are aware of that.

Hello @Sophie471,

do you really think so? You signed a contract for at least 24 month (or 12 month after the first period) and now you decide to move and want to stop the contract prematurely, what vodafone allows with a deadline of 3 month after moving. And for that you call it "bad customer service"? I don't understand, why people sign contracts for periods even if they know, that they will leave the country someday.... In this case you normally have to make contracts without periods and without financial benefits for periods.

Re: Cancellation in advance

Thomas — Mon, 01 Oct 2018 14:02:29 GMT

Hallo Sophie471,

you can withdraw your bank details in the customer portal and transfer the amounts.

The regulation with the 3 months is regulated by law. We didn't just come up with this.

Regards

Thomas

Re: Cancellation in advance

Sophie471 — Thu, 04 Oct 2018 17:21:04 GMT

Ah okay, will try to do so then. Thanks for the context Thomas.

Re: Cancellation in advance

Thomas — Fri, 05 Oct 2018 12:52:49 GMT

Hi Sophie471,

do you still have questions or can the post be closed?

Regards

Thomas

Re: Cancellation in advance

Sophie471 — Sun, 28 Oct 2018 17:05:08 GMT

Sorry for the delay, please close the thread. Thanks!