Cancellation of Contract

[PG9895]

I have moved to a new apartment (flatshare with other people which already has Internet connection). Therefore, I cancelled my old DSL contract with Vodafone. I got a confirmation that my contract was terminated and that I need to send my router back. Do I still have to pay to send the router back? Or will the payment be waved if I simply write the return address on the box and include the Retourenschein in the box?

In the cancellation document, it also says that I might have to pay a compensation payment. However, there is no invoice on my Vodafone account online. How do I find out if I have to pay the compensation payment and how much it would be? It would be great to speak to a Customer Service rep who speaks English.

Thank you!

[reneromann]

---

@PG9895  schrieb:

Do I still have to pay to send the router back? Or will the payment be waved if I simply write the return address on the box and include the Retourenschein in the box?

---

That's on your expenses - so you have to pay the postage fees.

If you send it back without paying the postage fees, the package will be rejected by Avarto and will be returned to you by whatever parcel company you chose. Prepare that this will be much more costly (as you still then have to send the router back) as if you'd pay for it at the first time.

---

@PG9895  schrieb:

In the cancellation document, it also says that I might have to pay a compensation payment. However, there is no invoice on my Vodafone account online. How do I find out if I have to pay the compensation payment and how much it would be?

---

The compensation fee will most likely be the sum of all the monthly base fees for the rest of your contractual term - as moving to another address is not a valid reason for a premature cancellation. You would only be allowed to prematurely cancel the contract by law in case the contractually agreed services cannot be fullfilled at the new address - but then you'd at least have to pay another 3 months of your base fees.

The point that there already is an internet line does not matter at all - it just matters if the contractually agreed services can or cannot be granted at the new address.

[PG9895]

Thanks for your answer, renero man. Understood for paying the postage fees when sending back the router.

I do have another question about my contract and compensation payment. So if my contract says the minimum time is 24 months, starting in November 2018, but it will be extended for 12 months ... does that mean I still have to pay if I wrote to Vodafone asking to cancel in December 2020? Technically I've fulfilled the minimum time for the contract and didn't terminate prematurely before the end of the 24 months, but then am I bound to the extra 12 months as well? Thank you for the information!

[reneromann]

Yes, in case the contract extended automatically, that new end of the term matters.

So in your case, it'd be November/December 2021 from what you said.

[PG9895]

But surely there would be a bill or invoice of some sort in my account right? At the moment, I can only see the last bill that I was charged - from the monthly period from December 2020 to January 2021 - but I can't even see when my contract as been extended to or the final amount that I have to pay. It just seems ridiculous that it's not even a compensation fee for leaving early but simply just paying for the rest of the contract as if I would be using their services still?! I understand that leaving the contract early will incur a fee... but this is quite confusing to me that I don't even know for sure how much that payment is. @Vodafone Customer Service, could someone please direct message me and clarify please? Thank you.

[Michi]

Hi @PG9895 ,

please send me a private message with your customer data (name, customer number, customer password, address, date of birth).

Then I'll take a look at it and give you feedback.

Best regards,

Michi

[PG9895]

@Michi Thank you! I have sent you a private message with my details. I appreciate your help!