Contract I did not sign for GigaTV

[VladimirK]

Hi,
on the 1.09.2020 I received a TV box delivered by DHL to my home, even though I didn't order it, then, I found in MeinVodafone account "Vodafone Premium Cable 2 Gratismonate" and GigaTV, even though I didn't order any TV services. After that, I sent the TV box back to Vodafone (tracking number of the Retour is #********5809) and it was successfully delivered back to you. On 14.09.2020 I was charged 58,78 euro for Bereitstellungsentgelt TVeinmalig (Rechnungsnummer ********4420). I want to have this money reimbursed and never charged again for the service I didn't order.

I did not sign any contracts for TV neither in your shop nor via the phonetor your website.

How is it possible that I got this contract, then?

Your representative with whom I talked over the phone on 11.09.2020, told me that the contract was made in the shop, that's what he had in the system on 28th of August.

But I was not physically in any of your shops and could not sign anything, and I didn't do it online or over the phone. You have all recordings of the calls, so you can check.

This is why this sounds like a scam from Vodafone side and I don't want to pay for the services I didn't order.

I ask to cancel this TV contract (Vodafone Premium Cable 2 Gratismonate, Vodafone Premium Cable, GigaTV Cable, vertrag ******528) immediately and reimburse me 58.78 euro charged for ********4420.

On 11.09.2020, I received an answer from Vodafone via email “Ihr Widerruf über das Produkt Vodafone GigaTV Cable inkl. HD Premium Cable ist nicht wirksam. Sie können Ihren Auftrag nur bei Fernabsatz- und außerhalb von Geschäftsräumen abgeschlossenen Verträgen widerrufen. Deshalb läuft Ihr Vertrag mit uns weiter.”

It seems that Vodafone doesn't read the messages and respond always with a templated answer. Again, I was NOT in your store and I did NOT sign any contract in your store. Hence, this is could be a scam either from Vodafone employees or from someone else. That’s why I ask you to find out the reason how this was possible and cancel the contract I didn’t sign.

I am deeply disappointed by this accident that costed me money and more importantly my precious time and nerves to call Vodafone to figure this out, to go to the post office and send this TV box back and to write emails to your service and post this mail as well.

For any personal information you need to investigate this case like contract number, invoice number, you can reach me out here.

Vladimir Khudiakov 

[Lars]

Hi Vladimir,

I want to have a look at the system to see what I can find out.

Please send me the customer number, name, date of birth and address by private message. Report briefly here in the post as soon as you have written the PM.

Best regards

Lars

[VladimirK]

Hi Lars, I've just written a private message to you with the details you asked for.

[Lars]

Hi VladimirK,

I have now taken a look at it. Something seems to be wrong indeed. There is an e-mail address in the order, which clearly cannot be assigned to you. The colleague must have made a mistake somewhere. I have therefore decided to revoke the contract now. The incurred fees will be refunded automatically. A written revocation confirmation is on its way to you.

Best regards

Lars

[VladimirK]

Thanks, Lars! You were the only one who was able to resolve this. From my three requests through email, I got only templated responses that didn't solve anything and seemed automated. I'm happy that still there are some people in Vodafone's customer service who care.

I have another question. I had problems with my internet connection and called Vodafone about that in August, they said that they'll send a technician and I had to call several times to Vodafone to finally get an appointment with a technician. Finally, he came and fixed something and the Internet became better, but is still below 200 Mbit/sec (see attached photo). When I called on 11th of August, Vodafone's representative told me that he will arrange a technician and suggested a free upgrade to Red 1000 for the same price, so I agreed, but then I saw that it's actually €5 more than I had (€44.99). I called again then and asked to change it back, and Vodafone's representative told me that he changed it to Red 500 for €44.99.  But I still don't see this change in my Account. Can you please check if this change was made?

Given that I get only 200 Mbit/sec, can my speed be improved? Or otherwise, I don't want to pay for 500 Mbit/sec plan when I'm having 200 Mbit/sec only and would like to downgrade.

[Nancy]

Hello VladimirK,

currently you have the 1000 Mbit line for 39,99 Euro. Do you reach the whole time only 200 Mbit? How did you do the speed test, via LAN or WLAN connection? Please test at different times via LAN connection and post the values.

Best regards

Nancy

[VladimirK]

Hi Nancy, 

this is now via LAN (195 Mbit / sec), see attached. I do both from WLAN (my laptop) and LAN (working station).

Also, I have € 39.99 only for 3 months, then it'll be € 49.99, as I understood.

[Moni_GK]

Hello VladimirK,

some line values are not ok.

This should be checked by a technician on site. Would that be okay and will the colleague come with you to the house system?

Under which phone number can the colleague make an appointment with you?

Due to current developments we have to take certain precautions. Therefore, we need to know if there are any symptoms in your household that could be related to Covid-19. Of course we don't want to offend you, but on the other hand we don't want to endanger more people unnecessarily.

Greetings Moni

[VladimirK]

They can contact me via the phone number under my account (the number is correct there).

Also, please respond to my other question about being charged 30 euro only for 3 months, then 49.99. Is it true?

[ERFD]

Hello VladimirK,

is the access to the house distribution system free and are there any known diseases in the household with Covid 19?

You pay 39,99€ in the first 3 months and then 49,99€.

Best regards Fred