Thema "Re: No feedback after I sent documents" in Archiv_DSL

No feedback after I sent documents

ClarkSun — Wed, 13 Mar 2019 07:43:34 GMT

Dear Vodafone team,

I applied for a Vodafone Red Internet & Phone 50 DSL contract on February 28, and receive an email on March 1 which asked me to send copies of my residence permit and registration to Vodafone GmbH, ******

I sent the documents to ********@vodafone.com immediately on March 1. Since I received no feedback, on March 7, I sent the same documents to the email address again. But no feedback up to now. Could you please let me know if my documents are received and if everything is going well as scheduled?

Another problem is that I chose my device delivery address the same as my installation address, which is the address of my new apartment only starting from April 1. Thereby, I asked in the email on March 1 if it is possible to change the device delievery address to my current address. But no feedback as well. Could you please help me change the delivery address?

My customer ID is 0019******** and my order number is ARC69********. Thank you for your help.

Best regards,

Chen

Edit: please do not post any personal information or Vodafone information publicly

Re: No feedback after I sent documents

Kira — Wed, 13 Mar 2019 11:39:36 GMT

Hi Chen,

welcome to the Vodafone-Community!

Your documents have been received completely.

I´m sorry that it takes that much time.

Please be patient, we get back to you as soon as possible.

Thx for your patience!

Kind regards

Kira

Re: No feedback after I sent documents

ClarkSun — Wed, 13 Mar 2019 17:15:41 GMT

Hi Kira,

Thank you very much for checking it for me!

Will your colleagues also take care of my device delivery? Then I will be waiting with patience.

Best,

Chen

Re: No feedback after I sent documents

Kira — Thu, 14 Mar 2019 13:40:19 GMT

Hi Chen,

you´re welcome

Because of the validation, the information in question is currently not available, sorry

Please wait until you get the confirmation-letter for your order.

It is also possible, that the activation date is after your movement to your new appartment.

Kira

Re: No feedback after I sent documents

ClarkSun — Sun, 17 Mar 2019 22:51:23 GMT

Dear Kira,

Thank you again for your information.

I received an email and also an SMS on Friday which invited me to select the date of installation. The date I wanted, April 2, can still be booked. And I suppose it implies my validation is done. That is great!

In order to select a proper date for installing my network, I again would like to know if my device would be sent to my current address timely, because I guess the installation cannot be performed without the device, but meanwhile I would like to select a date as early as possible.

If possible, could you please check if my device will be sent to my current address (not the installation address) soon (say, before I move out on March 31 would be fine)? Thank you very much!

Best,

Chen

Re: No feedback after I sent documents

Seb4sti4n — Tue, 19 Mar 2019 08:40:30 GMT

Hello ClarkSun,

the hardware is usually delivered before connection. From the side there should be no problems. However, you should ask for the date as soon as possible, otherwise it will be passed on to another person. The hardware is also sent only then.

Best Regards

Sebastian

Re: No feedback after I sent documents

ClarkSun — Tue, 26 Mar 2019 13:57:39 GMT

Dear Kira,

Sorry to both you again.

Today I see a red cross in the status webpage. And it says the Vodafone team will contact me or I can contact them via phone. I tried to call but I cannot understand German and thus cannot continue.

Could you please ask the team member who can speak English to contact me via my phone or email? I will soon pm you my phone number and email address. Thank you very much!

Best regards,

Chen Sun

P.S.

Also thanks Sebastian for his suggestions. I've booked next Tuesday as the installation date.

Re: No feedback after I sent documents

Seb4sti4n — Wed, 27 Mar 2019 12:16:17 GMT

Hello Chen,

thank you very much for your feedback. At the moment I can't see a technician appointment but we will inform you about it. I ask here for some patience.

Best Regards

Sebastian

Re: No feedback after I sent documents

ClarkSun — Fri, 29 Mar 2019 13:05:53 GMT

Hi Sebastian,

Thank you for your reply.

I am willing to wait, however, the scheduled activiation date is next Tuesday (April 2). I am not sure if the Telekom technician can do his/her job if I don't have a device and not even a letter with information about my credentials? Also, I have waited for a month (I ordered on February 28) and, of course, I really want to have Internet connection on time.

So, could you please ask a team member who can speak English to have a look at why my application of DSL gets stuck and call me at the earliest possible time? I also pm you about my phone number and Email address. Thank you very much.

Best,

Chen

Re: No feedback after I sent documents

ClarkSun — Thu, 04 Apr 2019 12:49:50 GMT

Dear Sir/Madam,

I ordered the DSL on Februray 28 and scheduled the starting date as April 2. But there was no technician, and I received no letter nor device. I work at home a lot and rely on internet, and my CallYa data is far from enough for working. Could you please let me know what's the current status and let me get internet access as soon as possible? Thanks!

Best,

Chen

Re: No feedback after I sent documents

Kira — Fri, 05 Apr 2019 11:49:31 GMT

Hi Chen,

I´m very sorry that we don´t have any new information for you.

Please be patient as I asked you to.

We get in touch with you as soon as possible.

Best regards

Kira

Betreff: No feedback after I sent documents

ClarkSun — Wed, 24 Apr 2019 18:59:26 GMT

Finally, I received my welcome letter via email on April 9. It said the contract would start on April 24, and It would NOT be necessary for me to wait at home. The device was delivered on April 11. I connected the device but there was no signal. I just waited. On April 24, exactly on 8 a.m., the signal came in. It seems that Vodafone has used a program to start sending signal to me automatically on April 24. I just don't understand why not start it earlier.

But anyway, I have internet now, only 22 days after the scheduled date.

And thanks a lot for Kira and Sebastian for their patient responses to my inquiries! Without their help, I might have never ever internet connection from Vodafone.

Betreff: No feedback after I sent documents

Jens-K — Fri, 26 Apr 2019 06:51:35 GMT

Hi ClarkSun,

thanks for your feedback

Even if there is no appointment necessary at your home, the connection is activated by a technician from Deutsche Telekom.

Ususally they work at the distribution box near your home. We don't just click a button and your connection has been activated if you think this is how it works.

As your issue is solved I close this thread.

Regards,

Jens