Complaint - internet speed and compensation

[Jiri90]

Dear sirs,
at the end of November I have ordered new 1000 MBs internet from Vodafone for my apartment on address xxxxxxxxxxxxx, Hamburg. We had an existing contract until the end of 2021 with different provider, but as it was too slow for 4 people in Home office, we decided to have Vodafone as soon as possible simultaniously, and thus paid for two contracts at the same time.

To our disappointment, the new Vodafone contract was still not fast enough, with the speed varying between 10 and 200 MBs throughout the day. We had already two visits from Cable way and third one is schedule for tomorrow, but the problem was still not resolved. On a hotline I asked for compensation and was offered 20 EUR, but considering that the standard monthly price is 50 EUR/month and I had to pay for two contracts at the same time, it is not a sufficient compensation.

Therefore I ask that on top of offered 20 EUR, also the reduced fee period is extended to last at least 6 months from the point, when our internet has the contracted speed of 1000 MB/s. That still leaves me unhappy, because we have been struggling now for one and half months with bad internet on Home Office and I have spent several times hours trying to reach your customer service and resolve this issue (waiting times on your support lines took often 20 minutes or longer). Thus I ask how else you can compensate me for this inconvenience and wasted time?

Alternatively we can cancel the contract altogether and I will be happy to approach an alternative provider.

Thank you for understanding.
Kind regards,
Jiri xxxxxxxxx

Kundennummer: xxxxxxxxxxxxxxx

Telefon: xxxxxxxxxxxxxxx

E-Mail: xxxxxxxxxx

Edit: @Jiri90 

Please do not post personal information publicly.

[Moni_GK]

Hello Jiri90,

I would be happy to take a look at the line. Please send me a PN with your customer data (name, address, customer number and date of birth).

Then please contact me again here when you have sent me the data.

Best regards

Moni

[Jiri90]

Hello Moni,

I have sent you the requested data by PN. Thank you in advance for your help.

Kind regards,

Jiri

[pRo-Marco]

Hi Jiri90,

do I understand this correctly? Your contract with the old provider is still running in parallel? If this is also in your name, then there may be the possibility of making the cable contract free of charge until the old contract expires. We call this the "remaining term program".

On the subject: The signal values are not correct. There is LTE radiation here. Another date is set for Jan. 18. To bridge the gap, we will block the affected frequencies around 800MHz until then. Please see how it behaves from now on.

Kind regards

Marco

[Jiri90]

Hello Marco,

no the previous internet contract was under the name of my flatmate, who was moving out and was conlcuded by the end of 2020. I keep pushing for the issue to be fixed, so after the unsuccesful visit on 6th Jan I have agreed on another visit of technician with the Hausmeister on 18th. However in the meantime, the situation is still not good. It has slightly improved in the sense that there is less occasions, where the internet speed is below 20 MBIT/s (which was frequent before), but still it fluctuates mainly between 40 and 200 MBIT/s (my test at the ponit of submission of this reply was ca 120 MBIT/s). 

Still my issue here is with the fact, that I am paying for 1000 MBIT/s, and dont have consistently even 50 MBIT for more than month and half. I was offered 20 EUR compensation, but considering that the average monthly cost is 40 EUR, I dont consider this sufficient. I ask that my reduced fee period starts from the point, when the full speed is delvered. Please confirm if that can be done. 

Kind regards,

Jiri

[Moni_GK]

Hello Jiri90,

the credit is correct. If the internet is too slow, the credit is 50% of the monthly amount.

Please wait for the technician appointment.

Greetings Moni