Thema "Re: Impossible to change Tarif" in Archiv_Kabel

Impossible to change Tarif

MdeVries — Fri, 16 Oct 2020 12:41:48 GMT

It's been about a month now that I am being sent betwen different channels of customer service and no one is willing to help.

I started my contract with Vodafone with a special deal where any speed Tarif was the same price for 6 months, with option to change to lower Tarif for free before the end of the deal. Now first of all my colleague got this same deal for 12 months, but regardless, also after 5 months when I wanted to change, it simply doesn't let me do it online and apparently literally no one in customer service can help with this. And now because no one has been able to change this for me, very conveniently, I'm outside of the "deal cancellation period".

I chose the 1000Mb option for this special deal, which has consistently for 6 months given me 30Mb (yes, 30, not even 300) down speeds and hasn't worked for a single week straight, it cuts out every other day, both on LAN and WLAN. I even have to switch to my mobile network to be able to have work meetings because the wifi at home is so unreliable.

Besides that I have a mobile number with Vodafone, but I cannot for the life of me get any insights into what I am being charged for when VF again charges me an extra 20 euro from my account, as the app for VF mobile is not available in the app store for me, so I guess I'm screwed as a non-german customer and I just have to live with the fact that I will never know what I am paying extra for, and why..

It has been an absolute headache dealing with this whole company so far, especially considering I was with Vodafone in Spain and had zero problems with them. I would appreciate if someone can do something to actually help me out because I would prefer not to go broke over a 30Mb internet connection and one 10 minute phone call.

Thanks in advance.

Re: Impossible to change Tarif

Tobias — Fri, 16 Oct 2020 19:04:02 GMT

Hey

I can take a look at the connection 🙂 Will you send me your customer data (customer number, name, address and date of birth of the contract holder) via a private message?

Then please let me know in the post when you have sent me the data.

Re: Impossible to change Tarif

MdeVries — Sat, 24 Oct 2020 07:20:56 GMT

I didn't get any notification of your answer, so apologies for the late reply, but I just sent you a private message.

Re: Impossible to change Tarif

Stephan — Tue, 27 Oct 2020 13:00:53 GMT

Hi MdeVries,

thanks for your pm.

You can change for free in following tariffs after six months:

- 500 MBit/s for 44,99 Euro

- 250 MBit/s for 39,99 Euro

- 50 MBit/s for 29,99 Euro

Please tell to whicht tariff you want to change.

Regards

Stephan

Re: Impossible to change Tarif

MdeVries — Mon, 02 Nov 2020 09:57:03 GMT

Hi,

I would like to change to the 250Mb, but I would also like to get a confirmation that this will give me 250Mb. I have had 1000Mb now for the last months and never gotten more than 30 (thirty, that's not a typo), also on LAN.

I'm also still having the same issue that the internet does not stay connected. It keeps disconnecting and I often have to switch to mobile data to get anything to load at all.

Thanks for your help so far

Kind regards

Re: Impossible to change Tarif

Tobias — Thu, 05 Nov 2020 15:12:38 GMT

Hey,

well, i cant see any problems, the line looks fine - so, where did you got these disconnects?

Regards

Tobias

Re: Impossible to change Tarif

MdeVries — Fri, 13 Nov 2020 10:51:53 GMT

Hi Tobias,

Sorry for the late answer
Could you check my last bill? It's still saying RED 1000 with Laufzeitende 29.04.2022 which is not what I signed up for.

Also as for your question, I don't know what you want me to tell you. The connection is definitely not fine, I cannot load anything on my WiFi - even if I get an image on Whatsapp I have to turn off the WiFi to download the image on mobile data, and then turn on the WiFi again. It won't load videos on any social network at all and images also often just stay blank. On both my laptops the WiFi disconnects about 8 times per day for no reason whatsoever and Netflix constantly does that "sorry we are unable to get these titles for you at the moment". All those devices are in different parts of the flat, the TV is right next to the router, the playstation is connected by LAN and has the same issue on Netflix and not loading the PS Store, so it's hardly an issue with distance. If you're not seeing any issues on the line perhaps the router you provided me with is faulty, as I have already tried to turn it off and back on again several times but it doesn't help.

Re: Impossible to change Tarif

Martin59 — Tue, 17 Nov 2020 15:43:35 GMT

Hello MdeVries,

we are happy to replace the cable router if you like.

Best wishes, Martin

Re: Impossible to change Tarif

MdeVries — Sat, 21 Nov 2020 07:48:58 GMT

Hi,

I still didn't get an answer to the important question in the last message:

Could you check my last bill? It's still saying RED 1000 with Laufzeitende 29.04.2022 which is not what I signed up for. I would like to understand why it is like this, because I contacted you as your site doesn't work for changing to a lower Tarif, but apparently no one took action and now it fell outside of the cancellation period of the 6 month trial, while I've been told 1) that I could change the Tarif myself before the end of the period and 2) that I could change to ANY Tarif while the site only lets me change to the same, not lower, or to add extras onto it.

I am not sure the router is the issue, as it has all lights working (white, steady) yet the network still doesn't load anything and gets disconnected. This morning I didn't have any network again and I turned off/on the router but still the same. If you think that a new router is going to permanently fix this issue then yes please, send me a new one. If not, I would like to find a more permanent solution so that I don't have this router sitting there as decoration while I have to go onto my mobile network to get any work done.

Re: Impossible to change Tarif

strg-alt — Sat, 21 Nov 2020 08:09:37 GMT

If you have a technical problem than it can not be solved by changing the tarif. If you receive just 30Mb/s instead of the booked 1000Mb/s, than you need to report a technical problem in order to get it solved.

Changing the tarif is a completely different topic. I see, that you asked for change to 250Mb/s on November 2nd, did you get any confirmation for that change?

For your mobile phone billing issues you better start a new thread in following forum: https://forum.vodafone.de/t5/Mobilfunk/bd-p/2001

Re: Impossible to change Tarif

MdeVries — Sat, 21 Nov 2020 18:01:53 GMT

Hi,

I am aware they are 2 separate issues, but I didn't get any answer on the first question so I just wanted to reiterate it as it keeps getting ignored. I was asked by Tobias on 16.10 to provide my details, which I sent to him. I never received an answer from him (or anyone else) after that regarding this so I had (wrongly, apparently) assumed that the change was being made.

If it's better I will open a different ticket for the issue of not being able to use the wifi.

Thanks

Re: Impossible to change Tarif

MdeVries — Wed, 25 Nov 2020 09:13:27 GMT

I see that it's updated to 250 now, as I said on the 16.10 I was in touch with Tobias to give him my details and then I didn't hear back anymore.

Could you kindly refund the last month that I had to pay 1000? I don't think it's fair to charge me for it as I was unable to change it and especially considering the fact network issues I also didn't even get to use it as intended.

Re: Impossible to change Tarif

Martin59 — Wed, 25 Nov 2020 11:03:12 GMT

Hello MdeVries,

the contract has just been adjusted by the colleagues. I also arranged the replacement of the cable router, which will arrive in the next few days. Please connect it as usual and send us the old device back.

Please keep us up to date on how the new device is doing.

Many greetings, Martin

Re: Impossible to change Tarif

MdeVries — Thu, 17 Dec 2020 18:05:45 GMT

Hi Martin,

I still didn't get a refund for the month that I've been charged due to the delay in changing the Tariff, as far as I can see.

Also the issues with internet are still there even after installing new router. Today I got disconnected 4 times so far, on average it's 2-3 times a day that I get kicked out of the network for several minutes, regardless of laptop/tv/console/phone.

Getting a bit desperate with this situation.

Re: Impossible to change Tarif

Martin59 — Tue, 22 Dec 2020 13:39:04 GMT

Hello MdeVries,

I have just set the credit, this will be visible on the next invoice.

Regarding the fault, I have set up another order, the colleagues will look at it again in more detail.

Many greetings, Martin