Internet not working for too long - please help, or cancel contract

[Javi]

I've called 5 times already. My german is almost zero, but I tried a little, and I am still treated rudely. English is NOT my first languaje by the way.

I've being able to give my kundernummer, my address, a description of the problem, etc.
But they keep asking things and I just don't understand. And the most annoying part is that they already know the answer.
One of the service people told me, in english, that he does not speak english and that I should come to this website for help. So here I am.

It is not the first time with several days with no internet...

First it was 2 weeks, that I paid! Now it's been almost a week, and I am still paying! I don't understand how this is legal in Germany.

There is an issue ticket open already (003-0311954), and I am wondering how many weeks am I going to have to wait.

I am very desperate by now. Dealing with Vodafone is been the most stressing interaction with service providers in the four countries I've lived in.

I also went to the office where I signed the contract, because I wanted to cancel it. And they can't (or won't). I have to send a letter! a physical letter! In 2018!

So, how can I send this letter?, what does it need to contain?

I don't want to make any mistake in sending this letter.

Please help! I am desperate. I feel that I am being robbed.

[reneromann]

If you already got an issue ticket opened, than most likely a technician will have to come to fix your connection.

Please be aware that you are in Germany and that the contractual language is German - in so far it would be helpful if you'd ask some of your collegues or someone in your neighbourhood to help you calling the Hotline (as there are only few English speakers there - there is no special English operator).

And yes - if you want to cancel your line prematurely, you'll have to send a written (physical) letter to Vodafone stating your problems. And as far as most of the offices are only Franchises and not directly operated by Vodafone, you cannot go there to cancel your line - they only can sell lines on behalf of Vodafone, but not more.

[pRo-Marco]

Hi Javi,

was there a technician on site in the meantime?

It is really advisable to have someone who speaks German with you, when you call the hotline. It makes it easier.

Kind regards

Marco