Thema "Re: Problem regarding my account and bills" in Archiv_Kabel

Problem regarding my account and bills

Zuz — Thu, 03 Jan 2019 10:16:24 GMT

Hi Guys,

Some time ago I asked for an explanation regarding the surprising price of services and the problem of access to my bills. After a long time I received an answer that I should ask for help here, so I do.

I was kinda offline for a long time, bills were paying automatically and it was fine. Because I'm moving, I started to look through my stuff and learned very suprising things. First of all I I noticed that at the beginning of last year I paid about 50 euros for home internet. For some time, over 100 euros is been collected from my account each month - I do not understand what this implies and it seems... a little too much.

It's logical that I decided to look through my bills on the online account - the problem is that each time I click on the bill (at the email), after logging in I see the following message:

And obviously... it's not true.

I'm totally confused and I need help. First of all, I want to get to my bills, secondly I want to explanation why the difference in payment is so big, thirdly... after that I would like to find cheaper solution and THEN transfer the internet to the new flat...

Also, if this is impossible to resolve here, can you tell me in what Vodafone/Kabel Deutschland office I can find help in english or polish? (Mitte, Spandau, Charlottenburg).

Thanks a lot, I really hope I can find help here

Edit: Thread moved to the right board. DSL-->Kabel

Re: Problem regarding my account and bills

Tina — Fri, 04 Jan 2019 07:48:45 GMT

Hello Zuz,

so that you can check your invoices, you first have to add your contract to your customer portal. You need the activation code and your customer number.

How to add a contract.

Do you need an activation code? Send me the following informations in a private message:

full name

address

date of birth

customer number

Write a short reply here afterwards.

Best regards

Tina

Re: Problem regarding my account and bills

Zuz — Sun, 13 Jan 2019 08:51:31 GMT

Ok, thanks, I already sent you a message

Re: Problem regarding my account and bills

Tina — Mon, 14 Jan 2019 10:12:13 GMT

Hello Zuz,

I've send you the activation code to your verificated email address. Please check your inbox, possibly also the spam folder.

Best regards

Tina

Re: Problem regarding my account and bills

Zuz — Mon, 14 Jan 2019 10:38:04 GMT

I did everything I should, I guess. I see that my account looks different

But when I'm clicking on "mein tarif", there's still the same information:

I tried once again with this code and I have an information that this:

So there's something but in the same time nothing.

Sorry, but I need your further assistance, maybe it's because I'm really bad with german and did something wrong.

Thanks

Re: Problem regarding my account and bills

Tina — Tue, 15 Jan 2019 08:40:16 GMT

Hello Zuz,

if the contract is already deposited, you should be able to retrieve your invoices.

As you can see in the screenshot, please click on "Ihre Rechnungen".

Best regards

Tina

Re: Problem regarding my account and bills

Zuz — Tue, 15 Jan 2019 09:22:45 GMT

Okay, perfect, Tina. There wasn't anything yesterday, but there's everything now 🙂

Soooo... going back to my first problem 😉

I see "meine produkte":

Mein Tarif: Red Internet & Phone 200 Cable

And it's fine, everything is correct, just exactly like on my contract. I do not have any other services purchased from you, but on my bank account, each month I see TWO payments - one consistent with what I see in this bill and the other ridiculously high from Vodafone GmB - I think this is a mistake and I pay for something I shouldn't.

Please tell me what should I do here - if I need to talk to somebody, please show me an office where I can talk in English.

Other IMPORTANT thing: I want to move this internet to the new flat - from 1st of Fabruary. What should I do now?

Best!

Re: Problem regarding my account and bills

Tina — Tue, 15 Jan 2019 14:06:17 GMT

Hello Zuz,

you have only a cable contract. The other direct debit could be a mobile phone contract. Can you send me a picture of the direct debit in a private message?

please send me the new address. I'll take a look.

Best regards

Tina

Re: Problem regarding my account and bills

Tina — Fri, 18 Jan 2019 13:32:48 GMT

Hello Zuz,

I have ordered your move on 01st of february. At your new address you simply reconnect the cable router. A technician is not necessary for this.

To the debit: the responsible colleagues look into it and contact you.

Best regards

Tina

Betreff: Problem regarding my account and bills

Zuz — Tue, 29 Jan 2019 08:20:21 GMT

Hi Tina,

Thanks a lot for your help. Got an e-mail about moving and got my explanation regarding additional payments - so these cases are closed and I’m super happy 🙂

But I wanted to ask you: is there a possibility that my Internet was “moved” to the new flat already? Because since Monday (I was on holidays) there’s no connection in my current (old) apartment. It could be a technical issue? Or maybe somebody changed my contract to early?

Is there a chance that you can check this?

Best,
Zuzanna

Betreff: Problem regarding my account and bills

Stephan — Tue, 29 Jan 2019 17:41:51 GMT

Hi Zuz,

your move is still dated February 1st. Must be something technical.

Is the connection still down? I see that your router is offline?

Regards

Stephan

Betreff: Problem regarding my account and bills

Zuz — Fri, 01 Feb 2019 19:37:37 GMT

Hi Stephan,

I checked the connection in new apartment and there’s exactly the same problem. Wifi is working, everything looks normal besides actuall Internet connection. Symbol @ isn’t active.

Please help me, because I need this to work and now I’m really doomed.

Thanks

Betreff: Problem regarding my account and bills

Zuz — Mon, 04 Feb 2019 15:15:30 GMT

I don’t feel super great pushing this like that but I need my Internet for work and it’s super urgent right now.

I open another thread but nobody answer so I need to try here. Somebody? Something? Please?

Betreff: Problem regarding my account and bills

Jens — Tue, 05 Feb 2019 08:01:58 GMT

Hello Zuz,

I told them you needed a technician and someone contacted you.

Regards

Jens