Thema "Re: English support" in Störungen im Kabel-Netz

English support

Stefffen1 — Thu, 14 Oct 2021 15:28:29 GMT

Hi, Internet is not working in my house, we are having issues since yesterday

Re: English support

Moni_GK — Mon, 18 Oct 2021 08:17:25 GMT

Hello Stefffen1,

is it working again? In which state do you live?

Greetings Moni

Re: English support

Stefffen1 — Wed, 20 Oct 2021 18:52:37 GMT

Hi @Moni_GK ,

Thank you for your reply. Hopefully the connection was back on Friday evening.

1. While I was having this connection issue, one of your colleagues mentioned the possibility to receive a credit for the time I had no internet. What should I do to receive it?

2. I also discovered that 2 contracts are registered under my name, one was requested through Check24, one through your website. However, the one from Check24 was taking too long to confirm the order (even after 2 weeks of waiting I received no confirmation) and I canceled the order. At the same time I started the new order via your website. How can I cancel the contract from Check24?

I haven't received any email/contract details regarding the order from Check24, how can I access to these informations?

I got to know only thanks to your colleague that this contract is linked to ***(though by the way this was supposed to be only modem delivery address and not internet connection address), therefore it is completely useless for me to keep it.

I know the 14 initial days are already passed, but I could not make the cancellation request in time as I was completely unaware about the existance of this contract. I had no confirmation of the order, no contract, no contract number (I got to know about the contract number only now, as I started investigating with your colleagues)

Therefore, what are the options to cancel it? Please, note that I don't have access to it even in through the "meinvodafone" portal, as I have never received any documentation.

The contract I would like to cancel is the nr. ***

Community Team: Removed personal details

Re: English support

MariaK — Thu, 21 Oct 2021 08:02:13 GMT

Hello Stefffen1,

Can you please send me a PN with the following information:

Name of the contract holder

Date of birth

Street + house number

Zip code + City

State

Customer number

current cell phone number

Please let us know here briefly, if you have written us a PN.

Many greetings,

Maria

Re: English support

Stefffen1 — Tue, 26 Oct 2021 07:38:51 GMT

Hi @MariaK,

Thank you for your reply. I already sent you the requested info in a PN on Thursday. I confirm I haven't written any PN previously regarding this issue.

I would like to know, what the status is? Please note that I haven't received anything since the contract started, therefore I am not aware of anything I might have received in MeinVodafone portal.

If so, please use my email address.

Thanks,

Stefano