English Support

[Mydsl16]

I have ordered a new DSL connection with 16Mbps speed and I want to speak to customer service with some Invoice queries where they are speaking in German while i speak only English.

What is the best way to get connected with English speaking person. 

[Jens-K]

Hi Mydsl16,

you can ask your questions here.

Our community will be happy to help you.

Regards,

Jens

[Mydsl16]

@Jens-K 

Hey Jens-K ....thanks for your reply.

I applied for the new DSL connection and for me the activation fee 0f 49.99Euro was taken off , now Vodafone sent me invoice saying to pay 49.99euro. I raised a complaint and was told yesterday that i need to pay this amount.

This seems to me like just grab a customer with lies and once contract is done let him pay the charges. This is not the service i expected from Vodafone. May be the guy who booked for me forgot to waived it. I have been trying to folllow with customer care but since its german lang its getting tough for me.

I hope I can get some help here.

Note: The guy who booked DSL for me spoke in English luckily.

[Jens-K]

Hi Mydsl16,

it is correct that there is an activation fee.

It compensates the costs for the technical activation by a Telekom technician.

If you received a credit as a new customer offer, it may appear on the second invoice.

Regards,

Jens

[Mydsl16]

@Jens-K 

Thanks for your reply

They told me that I will have to pay and it cannot be removed since its listed in invoice contract. Are you sure that it get credited in second month? What in case if it doesn't get credited?

[Norman]

Hi Mydsl16,

i'll take over for Jens.

Did you get a starting credit? This will then offset the activation fee. The booking of the starting credit can take up to the secound invoice. It's not unusal.

Best regards

Norman

[Mydsl16]

@Norman 

Hey Norman

I didn't get any credit yet. All i know is that guy said he will take off the activation fee for me and then i booked the DSL connection.

When i enquired with Vodafone team why am i billed they said they cannot waive off this activation fee of 49.99Euro

Below is the reply i got from them

((((( Sie haben länger auf unsere Antwort warten müssen, das tut uns leid. Aktuell erreichen uns
außergewöhnlich viele Anfragen.
Wir haben Ihre Anfrage geprüft. Bezüglich Ihrer Anfrage zu der Gutschrift in Höhe von 50 Euro für
die Einmalaktivierung, müssen wir Ihnen leider mitteilen, dass bei Ihrem Paket keine Gutschrift für
die Bereitstellungsgebühren zur Verfügung gestellt werden.
Freundliche Grüße
Ihr Vodafone-Team))))

Thanks

[Norman]

Ok. Thank you.

Let me take a look. Please send me a private message with your customer details.

Best regards  

Norman