Cannot get answers from Hotline

[BarisYakut]

Hello, 

My German is not so great so I will explain my issues in English. I hope someone can help me because I couldn't get any help via the Hotline.

On 20.07.2020, one Vodafone salesperson came to my door and we chatted about some offers that Vodafone had. Please note that, at that time I was a Telekom customer (I still am). My contract with Telekom should end in January 2021.

So, long story short, I decided to switch to Vodafone from Telekom. He assured me that Vodafone will take care of the cancellation of my contract with Telekom and I was not going to pay anything until my contract with Telekom ends. In the "Anmerkungen" part of my contract with Vodafone he wrote "Kunde will, dass wir Altvertrag kündigen. Keine doppelten Kosten. Bis Vertrag endedt nicht bei Vodafone bezahlen.". 

However, I am being charged by both Vodafone and Telekom. What can I do here? I was told that Vodafone would not charge until my contract with Telekom ends. It is also written in my contract.

The other thing is, I signed up for "Red Internet & Phone 1000 Cable". He also assured me that I could use this tariff for six omnths and then decide which speed I want. Well, I get nowhere near 1000 Mbit/s, so I would like to change my tariff to "Red Internet & Phone 250 Cable". How can I do that?

The third point is, can a mod check that has Vodafone indeed cancelled my contract with Telekom? Is that possible?

Best regards,

Baris

[Grit · Accepted solution]

Hello BarisYakut,

Vodafone only accepts the termination of the contract with the old provider if there is a change of provider order. The prerequisite for this is the commissioning of the telephone number collection, which must be commissioned by you via a corresponding form. If you have not done so, there is no need for Vodafone to take action with your old provider.

If you have technical difficulties in getting the speed you have booked, a fare change will not change that either. Create a post on the appropriate board and describe exactly what does not work, how you are connected to the router and what you have tried so far.

Please refrain from contacting all moderators via PM unless asked to do so.

Regards

Grit

[BarisYakut]

Exactly on 20.07.2020, a Vodafone salesperson came to our apartment to tell us about some offers Vodafone had. We decided to go with the "Red Internet & Phone 1000 Cable" tariff. At that time we were Telekom customers and he told us Vodafone would take care of cancellation of our contract with Telekom, and Vodafone would not charge us until our contract with Telekom ends. He also wrote this in the contract in the "Anmerkungen" part. Quote: "Keine doppelten Kosten. Bis Vertrag endet nicht bei Vodafone bezahlen".

However, till this day, every month we were charged by both Vodafone and Telekom. I would like to know how I can get a refund from Vodafone, as clearly this was not supposed to be the case.

Unfortunately, I couldn't get any help from Hotline, so I am asking here.

Best regards,

Baris

[reneromann]

Have you provided all the data to Vodafone, especially the form about the porting of the telephone numbers from Telekom to Vodafone?

As this request to port the numbers and cancel the old contract is crucial for this reduced monthly fees.

[BarisYakut]

He got my "Kundennummer" and said that would be enough. He wrote this down in the contract where it says "Ich bin Kunde bei folgendem Anbieter: " and he wrote "Telekom, <My Telekom customer number>".

Regarding the telephone numbers, he asked us if we needed to have any telephone numbers we said "no".  Because all we need is internet connection.

Then he checked the "Nein" checkmark in the contract where it says "Rufnummernmitnahme (Portierung):".

[reneromann]

And there's the problem:

As far as I know, the free months are bound to not only cancel the Telekom contract but also to transfer the numbers. If you opted for not transfering the phone numbers, you won't get those free months...

And I am also not sure if in this case Vodafone is able to cancel the old contract on your behalf - because as far as I know, these cancellations by the new carrier on behalf of the customer for the old carrier only work if the new carrier also opts for a number transfer on behalf of the customer. So it might be that you're ending up with two contracts and the old one not being cancelled because of this "No" tick mark.

[BarisYakut]

First of all, thanks for the heads up. I just sent my cancellation request to Telekom via online form. Luckily, notice period is in 11 days. I hope it works out. 

Secondly, I understand what you explained and I feel like I was misinformed. He clearly told me that I was not going to pay double fees (knowing that I didn't want to transfer my telephone number). I actually didn't believe that and told him to write that on the contract. So he wrote that I would not pay anything to Vodafone until my contract with Telekom ends. 

So, I have something written, shouldn't this support my case?

[Tina]

Hello BarisYakut,

for a closer look send me the following informations in a private message:

full name

date of birth

address

customer number

Write a short reply here afterwards.

Best regards

Tina

[BarisYakut]

Hello @Tina ,

I sent you a private message with the information you requested.

Best regards,

Baris

[Tina]

Hello BarisYakut,

thank you so much.

Please send me the cancellation confirmation from your previous provider in a private message. Then I can see what I can do.

Best regard

Tina