Hi community members,
I would appreciate your advice regarding my situation.
On 2 Nov 2019, I reported to Vodafone via Kontaktformular that I have slow internet speeds at different points of the day for several weeks. I'm subscribed to DSL 16mb/s plan, and on contract, I'm supposed to receive minimal download speed of 6mb/s and upload speed of 0.7 mb/s. I did a speed check and found download speed as slow as 3.2mb/s and upload lowest at 0.014mb/s.
On 13 Nov 2019, I called Vodafone hotline to remedy the issue; but was told to remove and plug in the internet wire and read the online manual to optimize WLAN. I did and tried but the slow speed remains an issue, that I had to use my mobile's data in place of home internet whenever internet is slow.
On 20 Nov, Vodafone staff requested for me to do minimally 3 speed checks to get 3 ticket numbers. Due to planned travels, I could respond with 6 speed checks & ticket numbers in early January 2020.
A week later, I was told my ticket numbers were passed to technology department for analysis. A few days later I received an sms to inform me that the team has checked the connection but could not find any fault.
On 22 Jan 2020, I wrote in to tell them that I cannot accept 'no fault & no solution' as an answer, since I am paying for the service monthly. In this email I asked if they could allow us to terminate our DSL contract without penalty or increase our speed, so that we will get the speeds that fulfills what we signed for on our contract. There was no response thereafter.
This year during the earlier Coronavirus lock-down, the Internet was extremely important and I tried to reach out to Vodafone via hotline, but could not get through. The slow internet speeds at different parts of the day did not change and I wrote in to request to terminate my contract without penalty. Again, there was no response.
In early July I called Vodafone hotline contract department to request for the termination and was told that I have to reach the technical department via whatsapp/ hotline to verify my DSL speed. I did via whatsapp and on 14 July 2020, they reset my connection on their end. However, it did not change the slow internet connection. I did a speed check and download speed was 0.325mb/s and upload speed 0.782 mb/s.
Now I am requested to send in 3 speed checks again. I cannot imagine how many speed checks do I need to do to convince them that this problem has existed for our DSL for so long, and I am frustrated that there is no proper solution. What is my legal right here on termination?
Moved from feedback to DSL, MS
