Ein Monat ohne DSL, der Techniker nicht kommt

GregPlanchuelo — Tue, 26 Feb 2019 08:57:58 GMT

Liebe Alle,

First of all I would like to excuse myself for writing in English. Unfortunately my German is still very basic.

I recently moved to a new flat in Berlin together with my girlfriend. As internet provider for home we decided to go with Vodafone, as my girlfriend has been a customer with them for more than a year and she was quite happy with their services. However, this time our experience with Vodafone has been terrible. We signed the Red Internet & Phone 100DSL contract with them in mid-January and almost one and a half months later, we still don’t have internet connection at home.

It is required that a technician comes to the flat in order to activate the DSL line. So far we have made 3 appointments with them (dated 7 Feb, 21 Feb and 25 Feb, please see attachments), but nobody shows up. They simply don’t come. This situation has made both of us feel stressed and impotent, as we have been forced to already expend three days of holidays at work in order to be able to stay home for the technician, yet the problem has not been solved.

As we have been paying internet for more than a month without receiving any service, I was wondering if this situation could constitute a valid cause to terminate the contract with Vodafone without having to incur in the early-cancelation costs. I have read in my contract, “Werden die vertraglich zugesicherten Up- und Downloadgeschwindigkeiten anhaltend oder dauerhaft wiederholt erheblich unterschritten, kann der Kunde eine Beschwerde an Vodafone richten bzw. Vodafone eine angemessene Frist zur Abhilfe setzen. Wird die Leistung dann weiterhin nicht vertragsgemäß erbracht, kann er den Vertrag kündigen”. Aditionally, I have read on the European Telecom Single Market Regulation (EU-TSM from 25 of November 2015) that “any significant and continuous or regularly recurring difference between the actual performance of the service and the performance indicated in the contract should be deemed to constitute non-conformity of performance for the purposes of determining the remedies available to the consumer in accordance with national law.”

As far as I understand, as Vodafone is not providing the internet performance specified in the contract, I am elegible to terminate the contract on those grounds without incurring in any penalty for an early cancelation. Would it be possible to already cancel the contract or should I first make a complaint to Vodafone? If so, can this post be considered as such?

Thank you very much for your time and all the best,

Gregorio

Ticket number of the incident: TAxxxx
Kundennummer: xxxx
Kundenname: Vanda xxxx

Termin 1

Edit: Kundendaten gelöscht und eingefügte Bilder mit Ticketnummern gelöscht.

Re: Ein Monat ohne DSL, der Techniker nicht kommt

Michi — Tue, 26 Feb 2019 09:23:59 GMT

Hallo @GregPanchuelo,

first of all, I'd like to say I'm very sorry to read this.

In order to check the connection, a Telekom technician has to come by.

Unfortunately, there is no other possibility here.

The tech guys were trying to reach you. A new date has to be arranged.

Would you like to send me a PN with your customer number? Just click on my avatar and go to "Send this user a private message" on the right side. Then I look at it again.

best regards,

Michi

Re: Ein Monat ohne DSL, der Techniker nicht kommt

GregPlanchuelo — Tue, 26 Feb 2019 18:16:36 GMT

Thank you Michi. I have just sent you a private message with all the required information.

All the best,

Greg

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Ein Monat ohne DSL, der Techniker nicht kommt

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