Thema "Re: Internet Speed" in Archiv_Kabel

Internet Speed

IkkeBurger — Tue, 26 Feb 2019 17:42:10 GMT

Greetings,

Recently I opted for the 400mbit kabel subscribtion, however I never got close to even 300 mbit speed, and my internet usually goes down to under 10mbits after ~18:00

This problem has been going on for a month and it's very frustrating, today I tried calling customer support but the hotline took me a full hour so I had to disconnect, then I received an email from bitte.nicht.antworten@kundenservice.vodafone.com titled "Eingangsbestätigung für Ihre Bestellung (Acknowledgment of receipt of your order)" and saying;

vielen Dank für Ihren Auftrag. So geht’s weiter:

Sie bekommen bei Neubestellungen Ihre Auftragsbestätigung in 3-5 Werktagen nachdem wir Ihre Bestellung bearbeitet haben. Für Anleitungen und Hilfe-Videos rund um Ihr Gerät klicken Sie hier.
Bei einem Tarifwechsel bekommen Sie Ihre Bestätigung kurz bevor Ihr neuer Tarif aktiv wird.

I did not make any new orders, so this was very confusing as I did not make any new orders or changes to my tarriffe!

My German is really bad and I'm still learning, so any help would really be appreciated.

Thanks

Re: Internet Speed

Grit — Thu, 28 Feb 2019 07:28:42 GMT

Hello IkkeBurger,

did you understand what you were talking about on the phone?

Regards

Grit

Re: Internet Speed

IkkeBurger — Sat, 02 Mar 2019 10:07:38 GMT

Hello, no I just said "operator" because that used to work before but the automated reply system didn't understand me so I stopped calling after a few attempts; on thursday I received a tv set from vodafone which I did not order which was very frustrating as I did not know where or who to call since I did not order it.

As for my internet speed it seems to be back to ~180 mbits (still not even close to 400mbits) and it still dips at night.

Re: Internet Speed

Thomas — Mon, 04 Mar 2019 15:29:12 GMT

Hi IkkeBurger,

let's take a look. Send me your customer number, name, date of birth and address in a private message.

Then reply again here in the post.

Regards

Thomas

Re: Internet Speed

IkkeBurger — Tue, 05 Mar 2019 06:23:28 GMT

Hey @Thomas I can't send you a message, your name doesn't show up in the receivers tab, and can't click your profile "Das Element, auf das zugegriffen werden soll, wurde nicht gefunden."

Re: Internet Speed

Grit — Wed, 06 Mar 2019 13:38:21 GMT

Hello IkkeBurger,

there is a TV contract with the GigaBox since 27.02.2019. You don't want it? What did you do with the device that was sent to you? I can revoke the TV package and you send the GigaBox back, is that what you want?

Regards

Grit

Re: Internet Speed

IkkeBurger — Wed, 06 Mar 2019 18:23:30 GMT

Hi Grit,

The package I received is unadulterated so yes I'd like to send it back. But can you please tell me how the Gigabox contract was created? because I haven't ordered it.

Thanks,

Re: Internet Speed

IkkeBurger — Wed, 06 Mar 2019 18:32:12 GMT

As for my internet, it's still extremely slow, speed test is attached below.

Re: Internet Speed

Grit — Thu, 07 Mar 2019 19:07:20 GMT

Hello IkkeBurger,

i've revoked the contract. Please use the return form in the package. You will still receive a confirmation for the revocation.

Your technical inquiry I give to a colleague.

Regards

Grit

Re: Internet Speed

Moni_GK — Thu, 07 Mar 2019 19:56:12 GMT

Hello, IkkeBurger,

in your region, there is an increased load on the line in the evening hours and therefore speed problems.

My colleagues are already taking care of relieving the management.

The work should be completed in the 2nd quarter.

Best regards

Moni

Re: Internet Speed

IkkeBurger — Sat, 09 Mar 2019 14:31:26 GMT

Thank you very much, just to make sure, I will not be billed for anything is that correct?

Re: Internet Speed

IkkeBurger — Sat, 09 Mar 2019 14:34:19 GMT

@Moni_GK

This is quite frustrating, I have lots of work which requires me to have higher internet speeds, 3mbits and lower is absolutely unacceptable, especially since i'm paying for Q1 of 2019. Is there any way to fix this sooner?

Re: Internet Speed

Moni_GK — Mon, 11 Mar 2019 11:26:01 GMT

Hello, IkkeBurger,

It's my colleagues' turn. Unfortunately there is no way to fix it faster.

I can book you gladly a credit note.

Your first message was in February, so I can book a credit from there. This amounts to 50% of the monthly amount.

Would that be okay for you?

Best regards

Moni

Re: Internet Speed

IkkeBurger — Wed, 13 Mar 2019 13:20:54 GMT

Hi Moni, what does the credit do exactly?

Thanks,

Re: Internet Speed

Tobias — Thu, 14 Mar 2019 14:37:47 GMT

Hey,

then you have a part of the money as credit on your account. 🙂

Regards

Tobias

Re: Internet Speed

IkkeBurger — Fri, 15 Mar 2019 16:34:15 GMT

So will I be able to use to to pay for the next monthly bill? or is it separate like store credit?

Also I realised that I was billed twice rechnung nr. 100622243857 and 100620163620

for the GigaTV, I was also billed 100.00 euro flat by vodafone on my bank account but I can't see the bill on the website; I'm getting very frustrated and confused.

thanks

Re: Internet Speed

Tobias — Mon, 18 Mar 2019 12:55:13 GMT

Hey,

yeah, you use that money on the account for the next bill. You have signed two contracts, you have cancelled one of them but you have not returned the modem, so there was the amount.

Regards

Tobias

Re: Internet Speed

IkkeBurger — Thu, 21 Mar 2019 13:28:54 GMT

Thanks for explaining, I'll take the credit.

Could you also please tell me how I can return the modem? I tried calling Kabel Support back when I ordered it but it was only in German, I was planning to take it to a vodafone shop in a city near me.

Thank you,

Re: Internet Speed

Claudia — Mon, 25 Mar 2019 10:40:54 GMT

Hello IkkeBurger,

you should not drop the modem at the nearest shop. It's better if you send it through mail to this address:

Vodafone Kabel Deutschland GmbH

c/o DHL Paket

Am Tower 222

90475 Nürnberg

I entered the credit note, so on the next bill or the one after you will see the amount.

Kind regards

Claudia

Re: Internet Speed

IkkeBurger — Fri, 10 May 2019 14:30:48 GMT

Hi Claudia, I have already sent the TV box and the router back, I am wondering when I will be refunded their price?

Also I was recently charged 14.99 by vodafone, however I tried to find the receit online but couldn't, as far as I know I have no subscribtion for 14.99, can I send you the rechnungnr for some clarification?

Thanks,