Vodafone refuses to terminate the contract

[BorisAghajanyan]

Hi Vodafone Community,

I have an ongoing DSL contract with Vodafone, but there is a problem with APL box in my building. The technician from German Telecom came to my apartment, but it does not come with the keys to my apartment. PYUR provides internet services, so I have to leave the contract with you refusal of admission yesterday. I can not find the APL box and I should look for it but myself, which is not the person to do it and I even don ' t know how it looks like. So now I'm in a situation when company connot provide service to me but it refuses to terminate the contract.

This is the last place before going to customer rights protection agency and I hope I can find a solution here.

Any advices?

[Jens-K]

Hi BorisAghajanyan,

neither we nor the Deutsche Telekom have keys to your building.

Please contact your landlord or the owner of the house and ask him where the APL is.

It usually is in the basement. Maybe in a separate, locked room.

After that please contact us in order to make another appointment and ask your landlord or janitor to provide you with the keys.

Regards,

Jens

[BorisAghajanyan]

The problem is that the house manager says that there is no such box in the building and there is one which belongs the the telecolumbus.

[BorisAghajanyan]

And I understand that you don't have the keys to my building I was about the APL box for which only the technicians have keys, and as we found out with the 2 technicians from the German telecom there is no such box in my building. Why do you think that I like this situation it's already a month I'm calling to you *** hotline and having the same response 'we can't help you'... Then who can help me I have the contract with you and do net get the service you should provide to me? I mentioned in the message that the housemanager says that there is no such box but you still say there is... Tell me what shall I do? as I contacted to housemanager, Vodafone hotline, vodafone support center, german telecom many times and did not get any solution.

[Jens-K]

Hi BorisAghajanyan,

where did you sign the contract?

In a shop or via website or phone?

If you signed in a shop, only the colleagues there can order the cancellation of the order.

If you have made the contract via phone or online you can send me a private message. Click on my avatar -> Diesem Benutzer eine private Nachricht senden

I need your name, customer number and customer password.

Regards,

Jens

[BorisAghajanyan]

I signed the contract in the shop in Alexa. I went there for cancellation and they told me I need to send a letter to Vodafone. I sent a letter to vodafone and got a response that I need to make a new termin for finding that box. But why to look for something if it does not exit in the building and why to do something the third time because the last to technicians were not able to find it.

[BorisAghajanyan]

When I click on your avatar I am redirected to an empty page.

[Jens-K]

Hi,

this  is a direct link to my private message: https://forum.vodafone.de/t5/notes/privatenotespage/tab/compose/note-to-user-id/2586039

If the contract was made in a shop only the shop can cancel the contract.

Regards,

Jens