Cancelling contract for cable internet and TV

[stefan_m_er]

Dear support/community,

Please excuse my use of English, my German is not good enough.

I have a contract for cable internet and phone (Red Internet&Phone 400 Cable) and TV (HD programs via Vodafone's digital receiver) for 3 years. A couple of weeks ago, I moved to a new flat and reported this to Vodafone using the online Umzugservice. I got the cancellation confirmation for internet and phone (the same service, i.e., cable internet and phone, is not available in the new flat). I can see on my Vodafone profile that internet and phone contract is scheduled to be cancelled on 20.02.2020, 3 months after I changed the address. Everything good so far.

Another letter I got from Vodafone states that I can keep using my TV service in the new flat, i.e., that the same service is available. I would like to cancel the TV service as well but I cannot find the contract on my Vodafone profile. I sent a cacellation letter by post and got a weird email directing me towards this forum. How should I proceed with the cancellation?

Thanks in advance!

[Lars]

Hi stefan_m_er,

I'll take a look at it.

Please send me your customer number, name, address (new and old) and date of birth by private message. Please contact me here in the thread as soon as you have sent the PM.

Best regards

Lars

[stefan_m_er]

Hi Lars,

I sent you a private message with my personal data.

Thanks for the assistance.

[Lars · Accepted solution]

Hi stefan_m_er,

it is in fact only possible to watch television via Vodafone cable at the new address. Internet unfortunately does not work.

The internet contract remains under your known customer number until the termination. For television a new customer number was created at the new address. Therefore you cannot see the contract. I will send you an activation code by e-mail for the new customer number. Then you can add the contract to your customer portal.

The colleagues probably didn't understand the cancellation correctly. I made up for that now and terminated the contract at the end of the term (11.03.2020). You will receive the written confirmation promptly by e-mail.

Do you have any further questions?

Best regards

Lars

[stefan_m_er]

Hi Lars,

Thanks for the quick response.

I got the activation code by email, but I did not get the new customer number (at the new address). How shall this be communicated? Via post or email?

Best regards

[stefan_m_er]

I have received the new customer number via email. Under the new customer number there is only TV contract and I can now see that it will be terminated at the end of the term (11.03.2020). Thanks Lars!

[Lars]

Hi stefan_m_er,

great, I'm glad we got it all cleared up.

I close the thread with it. Should you have any questions again, please feel free to contact us again.

Best regards

Lars