Thema "Re: Very slow connection" in Störungen im Kabel-Netz

Very slow connection

JimmyW — Mon, 10 Jan 2022 22:14:42 GMT

Hello,

I have many requests, due to many unresolved problem, but this is the cherry on top, that makes me finally write this request. We tried earlier calling various phone numbers, being redirected until the waiting time would never end.
- I have a subscription "Internet & Phone Kabel 200" that we successfully moved from Dresden to Munich, and until the beginning of the year, we had a reasonable Internet speed (about 70 to 80 Mbps). Now this is sometimes down to 1 Mbps or even further down to 0.02 Mbps. According to the latest tests on speedtest.net, without the IP address:

- 01/10/2022 22:09 GMT 0.02 0.55 976 Garching 0 multi 4
- 01/10/2022 0:37 GMT 0.98 0.66 9 Munich 0 multi 4

- 01/10/2022 0:22 GMT 1.01 0.63 27 Rosenheim 50 multi 4
I tested using an ethernet cable to ensure the problem was not related to the WiFi.

It is unusable, I could barely connect to this website, let alone work from home!
Please fix it, and I expect a refund of the month bill.

- When moving from Dresden to Munich, a new customer number was given, and we never received any password or activation whatsoever. I can connect with my former account number to vodafone.de, but I could not register the new one.

- When checking for my subscription, I just realized that I am paying 3.99€ for a "Sicherheitspaket 2er Lizenz" that I have no idea about! What is this about?

- Finally, we were already fed up with the very poor customer service (especially not being able to cancel our contract since we could not use it for 6 months), so we stopped as soon as possible (nearly a year after the time we wished). Could you please confirm that our contract will be over by the end of February 2022?

Thank you.

Re: Very slow connection

Claudia — Wed, 12 Jan 2022 15:07:15 GMT

Hello JimmyW,

I would like to check your connection. Please send me a private message that contains your customer number, the name and birth date of the contract owner and the complete address. Reply here again after you sent the PM.

Kind regards,

Claudia

Re: Very slow connection

JimmyW — Wed, 12 Jan 2022 20:56:18 GMT

Hello Claudia,

I sent you a private message.
Thank you.

Best regards,

Re: Very slow connection

ERFD — Fri, 14 Jan 2022 20:57:28 GMT

Hello JimmyW,

please leave us some current tests, because the ones you sent are already a few days old;) Gladly distributed over the day. Over the day, the values in the upstream sometimes fluctuate very strongly and the modulation goes down. Only at night there is no movement visible.

Best regards Fred

Re: Very slow connection

JimmyW — Sat, 15 Jan 2022 01:43:58 GMT

Hello Claudia,

I cannot send test during the day since I cannot remotely work with such a poor connection. It has been now 2 weeks, without any improvment:
TEST_DATE TIME_ZONE DOWNLOAD_MEGABITS UPLOAD_MEGABITS LATENCY_MS SERVER_NAME DISTANCE_MILES CONNECTION_MODE SERVER_COUNT
01/15/2022 2:40 GMT 0.94 0.77 11 Garching 0 multi 4
01/14/2022 0:29 GMT 0.98 0.76 22 Kufstein 50 multi 4
01/13/2022 20:06 GMT 0.94 0.75 24 Kufstein 50 multi 4
01/12/2022 21:53 GMT 1.04 0.64 26 Rosenheim 50 multi 4
01/12/2022 1:30 GMT 0.79 0.77 23 Rosenheim 50 multi 4
01/12/2022 0:08 GMT 1 0.77 25 Rosenheim 50 multi 4
01/11/2022 19:55 GMT 0.64 0.62 125 Kufstein 50 multi 4
01/11/2022 1:33 GMT 0.96 0.68 23 Rosenheim 50 multi 4
01/10/2022 22:09 GMT 0.02 0.55 976 Garching 0 multi 4
01/10/2022 0:37 GMT 0.98 0.66 9 Munich 0 multi 4
01/10/2022 0:22 GMT 1.01 0.63 27 Rosenheim 50 multi 4

We are far from any speed specified a contract. I would like a refund of this month and a cancellation, since I cannot use the connection.

Regards,

Re: Very slow connection

Jens — Tue, 18 Jan 2022 06:48:59 GMT

Hello JimmyW,

the connection is slow because you haven't paid a single bill in Munich yet. Therefore, we cannot make a refund, as the fault is not ours and therefore the contract is not cancelled.

So pay the bill first so that we can help.

You have already received information about the bill.

Regards

Jens

Re: Very slow connection

JimmyW — Tue, 18 Jan 2022 08:01:55 GMT

Hello Jens,

The problem, as stated in my message, is that I cannot pay, since I never

received the password for the new customer account number.

I unblocked the withdrawal from my bank more than a month ago, in order

for the money to be taken directly from my account.

Could you please send me what I need to log in to this new account

number, remove the restriction, and send me the bill to pay?

Thank you.

Regards,

Re: Very slow connection

JimmyW — Tue, 18 Jan 2022 11:13:12 GMT

I verified in my email: I confirmed that I had request to pay, and I cannot access the "new" account associated with my new address, only the old one. I was never sent any password.

No attempt to withdraw from my account is visible on this new account billing.

Re: Very slow connection

JimmyW — Tue, 18 Jan 2022 18:50:47 GMT

Could you please remove the restriction and send me the details so I can pay?

Please indicate as well when the contract cancelation will happen.
Thank you.

Re: Very slow connection

JimmyW — Tue, 18 Jan 2022 19:34:47 GMT

Thanks to my partner, we managed to pay via bank transfer, which was before not needed.

Could you please verify, remove the restriction, and give us the contract termination date?

Thank you.

Re: Very slow connection

JimmyW — Wed, 19 Jan 2022 19:18:53 GMT

The connection is still restricted, and today even lower than ever (0.36 Mbps)!
It is interesting to see that I have less answers after paying than before!
Please
- remove the restriction

- confirm the date of the contract termination that we requested to cancel last year.

It has been this way for more than a week, preventing any remote work. It appears that you need me to get my lawyer involved in this topic as well.

Re: Very slow connection

pRo-Marco — Thu, 20 Jan 2022 07:01:35 GMT

Hi JimmyW,

no payment has been received yet. The connection will be automatically unblocked as soon as the outstanding invoice has been balanced.

Kind regards

Marco

Re: Very slow connection

JimmyW — Thu, 20 Jan 2022 16:46:07 GMT

Hi Marco,

I sent you a private message.

Regards,

Re: Very slow connection

JimmyW — Fri, 21 Jan 2022 10:36:16 GMT

The restriction has been removed, thank you.
Would it now be possible to get access to the account with the new customer number so this problem does not happen again, and have the termination date of the contract?
Thank you.

Re: Very slow connection

Nancy — Mon, 24 Jan 2022 12:20:35 GMT

Hello JimmyW,

nice to hear from you.

I sent you an activation code by e-mail. Check your spam folder too, sometimes it ends up there. Let me know when you have everything set up.

Best regards

Nancy

Re: Very slow connection

JimmyW — Tue, 25 Jan 2022 21:07:40 GMT

Hi Nancy,

Thank you. I tried following the link in the email and using the given code, and when logging, I have the following error:

{"operationError":{"type": "com.uxpsystems.mint.framework.commons.exception.ObjectNotFoundException","code": "500","message": "com.uxpsystems.mint.framework.subscription.model.Account[name:de.vodafone.account.accountNumber, value:MYEMAIL]"}}

Re: Very slow connection

JimmyW — Tue, 25 Jan 2022 21:08:50 GMT

Additonally, as already asked several times, please confirm the termination date of the contract.

Regards,

Re: Very slow connection

Lars — Thu, 27 Jan 2022 15:43:16 GMT

Hi JimmyW,

you must to register with the activation code first. Please go to https://www.vodafone.de/meinvodafone/account/registrierung/aktivierungscode and enter your customer number and activation code.

The termination is penciled in for 03/14/2022. I will send you a new confirmation for the new customer number.

Best regards

Lars

Re: Very slow connection

JimmyW — Thu, 27 Jan 2022 21:16:05 GMT

Hello Lars,

Thank you. Finally all my answers.

Thanks again to you all.

Regards,

Re: Very slow connection

Nancy — Mon, 31 Jan 2022 09:11:19 GMT

Hello JimmyW,

I'm glad we could clarify everything.

I'll make a lock in front of it here then.

Best regards

Nancy