Charged 61.92€, not sure what for

[naled]

Hi Vodafone community, 

I've been charged 61.92€ and don't know what for. 

I've upgraded Kabel Internet from 25mbit to 200mbit, but only getting 90mbit (measured over the cabel not over WIFI), and I contacted support, they said they will send technician to check the line and they will get to me during the week. After few days I got sms that technician checked the line and everything seems fine and that case is closed. My internet is still 90mbit, way slower than what I'm paying for. I went to MediaMarkt to buy new cabel (from wall outlet to the router, I bought the best one, gold plated, in case cabel is not good enough, but still internet is 90mbit. 
PS: Upload speed is 12mbit, as promised. No problem with upload, only with download speed.

I didn't have scheduled time when technician will be at my house, nor they said technician will come to my house, so I didn't expect anyone. So it wouldn't be fair to charge me for that, even though sms is saying technician was able to check the line. I would really appreaciate if I get my money back, especially that I didn't get any help and internet is the same slow. 

So, I have 2 issues - I'm charged 62.92€, and I'm not getting promised Internet speed. I hope this community can help me as I'm not able to speak german on the support hotline. 

Thank you.

[reneromann]

If the download is stuck at around 90 MBit/s, could you please check whether your network is capable of running at Gigabit speed? If either your network card/interface and/oder the cables are not certified for Gigabit speeds, your network will fallback to Fast Ethernet connection speed - that means 100 MBit/s. And with this Fast Ethernet speed, you'll get around 90..95 MBit/s of download speed (the rest is mainly overhead on your local network).

For the invoice:

As we cannot have a look at your invoice, we can only guess what happened there...

My guess: You switched the tariff within the last month and as the new tariff is much more expensive than the old one, you are charged the difference between the old and the new price for the last month (as you have only paid for the old tariff for the last month in advance) - plus the price for the new tariff for the next month.

[naled]

I have Macbook Pro 2015 that supports gigabit connection, so it can't be the problem. Using it for work the same way and having 700mbit connection running at work. Also my router supports 300mbit speed. All requirements are met. 

Regarding the invoice, I've been paying 29.99€ for 25mbit, I upgraded to 200mbit for 33.29€, so new package is just few euros more, besides that I was charged this month for new packagage 33.23€ (expected) + 62.92€ for something I don't have idea what for. This invoice can't be seen in my Kabel Internet bills, only on my bank account.

Can someone look into my case please?

[Lars]

Hi naled,

I'll have a look. Please send me your customer number, name and address by private message. Please contact us here in the post as soon as you have sent the PM.private message.

Best regards

Lars

[naled]

Thank you Lars! I just sent you the PM. 🙂

[Lars]

Hi naled,

I cannot find a debit under the transmitted customer number over 61.92€. Can you send me the invoice number and the purpose of the debit via PM? Then contact us briefly here in the article.

Best regards

Lars

[naled]

Thank you Lars for all your efforts. I've just sent you transaction details via PM. 

[Stephan]

Hi naled,

Do you have an additional contract with Vodafone, for e.g. about mobile?

Regards

Stephan

[naled]

Hi Stephan, 

When I called the support to report that I'm not getting upgraded Internet speed, man on the phone suggested me to switch from O2 prepaid to Vodafone combi plan RED S (keeping my mobile number), so I'd have with my Kabel Internet contract also mobile plan all together, switching would be free, and for the first 6 months mobile would be free, and then it will start charging me additionally 9.99euro for the mobile. After 12 months it would be few more euros, in total around 50uros for everything. I agreed on that via phone, to have Combi plan with my Kabel Internet with those conditions, he said I'll get confirmation letter via post mail, then I'll need to send it back, but nothing came to my post mail regarding that matter. That happend month ago, but nothing came to my post mail. I still have my O2 prepaid, and there was never mentioned such figure (61.92€). I hope this context will help you. 

Thank you. 

[Stephan]

Hi naled,

thank you for your explanation. I'll pass this along to our cell phone colleagues.

Regards

Stephan