Thema "Re: [English] Gigakombi is not working (nothing works at all)" in Archiv_Kabel

[English] Gigakombi is not working (nothing works at all)

cable_not_cabel — Fri, 10 Jan 2020 18:55:09 GMT

Hello all,

On 8th of January around 7 pm, I made a phone call with Vodafone Online store to ask a combination deal of Cable internet, landline and upgrade for my current mobile phone contract. The person whom I talked to told me that I can upgrade my current contract to Red Xs tariff with a mobile phone purchase and in return I would get 10€ discount per month and additional 5GB internet to the base tariff due to the combination of services. I accepted the offer and I ordered cable internet for my house with landline and the new mobile phone contract with smartphone in it for my current number. Here is the sequence of events that happened since then:

1) I recieved 2 emails, one for cable internet order and one for mobile phone purchase with tariff upgrade on the same day of phone call (via online shop).

2) Next day, I recieved another email for mobile phone purchase and tariff upgrade which says Vodafone is not able to do that since my current contract is not older than 3 months (which will be 3 months in 10 days).

3) Same day, (9th of January) I recieved an SMS which tells me a technician is assigned for cable network setup for the adress that I ordered.

4) on 10th of January, the technician came to my adress and did the setup and left. I tried to connect to the internet but it asked me details about the cable internet contract which I have not recieved yet.

5) I had another phone call via online shop and told them the situation. But they told me to call customer services which is 08005266625.

6) I called the customer services as I was told, since my level of German is not good enough to explain the issues, and they rejected to speak in English, I had to end the phone call.

Now, I have a couple of questions and problems need to be solved due to this issue:

1) Will my current mobile phone contract upgraded to new tarif as I was told previously? If it won't, then do I have the right to do this upgrade with the same conditions that I was promised due to the combined service order after the 3 month period ended?

2) Is the Gigakombi purchase still valid? I mean, I haven't recieved any papers or contract (and there is no sign of cable internet contract at MeinVodafone application) but I recieved the router. However I'm not able to use it since it asks me some details about the contract.

3) Is there any properly working customer services that I can speak in English?

Willing to find a solution for this complicated situation. Any help will be appreciated!

Best Regards,

cable_not_cabel

Re: [English] Gigakombi is not working (nothing works at all)

Boris — Sat, 11 Jan 2020 14:25:26 GMT

Hello @cable_not_cabel,

sounds very disappoiting what happend to you.

Can you please send me a PN with your mobile number and Customer password so that i can have look at your issue?

regards

Boris

Re: [English] Gigakombi is not working (nothing works at all)

cable_not_cabel — Sat, 11 Jan 2020 23:28:33 GMT

Hello Boris,

Thank you for your reply. I sent you a PM.

I hope my problem will be solved.

Thanks a lot!

cable_not_cabel

Re: [English] Gigakombi is not working (nothing works at all)

Boris — Sun, 12 Jan 2020 11:53:58 GMT

Hey @cable_not_cabel,

I got your PN and will get back to you soon.

regards

Boris

Re: [English] Gigakombi is not working (nothing works at all)

cable_not_cabel — Sun, 19 Jan 2020 21:05:46 GMT

Hello @Boris

I'd like to update the issue that I'm having:

1) The documents for cable internet arrived. I can go online with an ethernet cable and it doesn't disconnect. However, I can't connect via Wifi since the router's wifi led is on only for a couple of seconds (The wifi or wlan option on routers' interface disappers after a couple of seconds as well) . I tried router restart, factory reset but nothing changed. I think the router is not working properly. Can anybody check it?

2) I had another conversation with OnlineShop, and told them the GigaCombi didn't work for me (for the mobile phone purchase and mobile phone tariff change). They told me it shouldn't be so, and made another order for mobile phone purchase and tariff change with the conditions of GigaCombi (extra 5GB data and 10€ discount).

3) My tariff changed as the person I talked to via OnlineShop, however still waiting for the extra 5GB data (it still shows 4GB at MeinVodafone app, although I was told it should be 9GB).

So, can anybody help me with these?

Best Regards,

cable_not_cabel

Re: [English] Gigakombi is not working (nothing works at all)

cable_not_cabel — Mon, 20 Jan 2020 15:32:22 GMT

Hello all,

I'd like to update the situation a bit more:

1) I figured out that, the WLAN/Wifi thing was related with scope of the inital pricing. In other words, I had to book WLAN option before I set the order (I didn't know that WLAN is an optional choice). So, I booked WLAN option as soon as I figured this out and Wifi was back in the morning 🙂

2) Still waiting for extra 5GB data, however, nothing has changed since the previous post.

I hope this post will help others, who are new in Germany and experiencing the same issues.

Best Regards,

cable_not_cabel