ENGLISH: DSL & CABLE issue

[AhmedZikry]

Hello Vodafone,

I would like to start by telling you the full story afterward you can advise me on the best action to be taken.

Currently, I'm living in an apartment which I plan to leave for another apartment this month.

Before I sign my contract with Unitymedia/Vodafone, I asked them to test the availability of the internet provided by them in both apartments.
The employee in the branch told me that the apartment I'm living in right now can support both DSL and high-speed internet, but in the new apartment, they can only provide me with DSL.

Therefore I decided to make a DSL contract from the beginning, I received a customer number XXXXXXXX05.
I installed the router which is connected to the port through a cylindrical cable and since then the internet is working fine.

Two weeks after that I received another router from Vodafone which is connected to the port through a kind of "zigzag" socket, I also noticed that it has a different customer number which is XXXXXXXXX22.

I went to unitymedia branch with the new router, the employee told me that this is a mistake and he took the new router to return it back, he also gave me a paper that indicates that he took the router from me to return.
He also assured me that the router that I have right now "cylindrical cable" will work fine with DSL in the new apartment.

I asked him to request a moving appointment of the internet to the new apartment on 08.January.2021.

A couple of days ago I received information from Vodafone, informing me that they can't provide internet in the new apartment and that I should cancel my contract.

I got to know that this is because number XXXXXXXX05 is for Cable which could not be provided in the new apartment and that the router that uses "cylindrical plug can't be used for DSL"!!.

- Why did I get cable? I didn't request it

- Why do I have now cable and DSL?

- How can I have get DSL in the new apartment? 

Sorry for this long message, but I'm really confused and I need to have the internet to be working in the new apartment when I move.

Thanks in advance for your support.

[DanyG]

Hi AhmedZikry,

that's really a little bit messy. Let's clarify the situation in private please.

Therefore just send me a pm with your current (cable-) customer number, name, addresse and birthy date of the contract owner, and your future address. Then we can work on a solution together.

BR,

Dany

[AhmedZikry]

Hello DanyG,

I sent to you a pm, waiting for your reply.

[Ida]

Hi AhmedZikry

I have now cancelled your cable contract and I have forwarded your move request to the DSL colleagues again.

Best regards
Ida

[AhmedZikry]

Hello Ida,

Thanks alot, I can see now on my account that the cable contract is cancelled, also it is requested to return the router.

Could you please provide me with the details for this return (ex. Return address, recipient, additional info to add to indicate that this router is sent back from myside, ... etc)

[Ida]

Hi AhmedZikry

Here is a link for the return slip: RETURN SLIP

Best regards
Ida