ENGLISH Support

[ENG-Support]

I was told to open a new thread here.:

Dear VodaFone,

I wish to dissolve my contract with you. I have recorded multiple days of download speeds (attached) . They range from 3 to 109 Mbit/s. Most measurements are below 20Mbit/s.

After re-starting the modem many times and checking the cable originally provided is the one in use, there was no improvement in connection speed and on October 9, 2020 I switched to Red Internet & Phone 500 from 200 in hopes that speeds would become more stable.  I was also informed by the customer service representative that I need to submit 3 readings of poor connection speed in order to dissolve my contract at any time.

In the attached, you will note that I have submitted 6 readings from October 8th and 8 readings for the time period of October 13 - November 1, 2020.  While speed very briefly improved, it is back to unacceptable levels.  Connections to conference calls are sporadic in quality, often being very poort that I cannot conduct business in a professional manner.

This kind of unreliable connection is not what I expect from you and not something I will continue to pay for.  At this point I am only interested in canceling my contract due to the fact that the service being paid for is not being provided.

Please confirm receipt of my cancellation request and also confirm what will be the last day of service so that I may switch to a more reliable provider in a timely manner.

[Tina]

Good morning ENG-Support,

welcome to our community. nice to have you here

The reason why you write here is unpleasant. Basically we can't accept any cancellation here. In case of a premature termination due to persistent disturbances, the connection should be checked in advance. Have you ever reported the impairments? We should look at that in the first step.

Best regards

Tina

[ENG-Support]

Dear Tina,

Thank you for your reply.   I documented the inconsistent connectivity issues using a speed test and yes, I reported the inconsistent connectivity issues via phone on October 9 and then, as mentioned, was switched from Red 200 to Red 500.  The representative also said he would check if a new WALAN router was needed, but I was never informed that one was needed and none was sent before the new tariff was activated.

As for not being able to accept a canellation, I sent an email to customer service on Sunday and was instructed to do the following:

"I’m sorry that I can’t help you in your preferred language. To get your problem solved, please visit our Vodafone forum at http://forum.vodafone.de. Open a new thread for your questions and please have a little patience. One of my colleagues will take care of your question there.
Friendly greetings
Your Vodafone team"

Given the above, what I would appreciate from you is specific, step-by-step instructions on how to terminate this contract..

Thank you in advance!

[Lars]

Hi ENG-Support,

I would like to have a look at it in the system.

Would you please send me your customer number, name, address and date of birth by private message? Just give me a short note here in the post as soon as you have sent the PM.

Best regards

Lars

[ENG-Support]

Dear Lars,

PM sent.

[Stephan]

Hi ENG-Support,

thanks for your pm.

Unfortunately, I do not see in your customer data any fault report from you in October, but only the tariff change.

I would also like to ask you to do a new speed test, e.g. via breitbandmessung.de or speedtest.net

The speed test, you sent along in the pm can't be correct. The upload is much higher than anything we offer at all.

Regards

Stephan

[ENG-Support]

Dear Stephan,

Thank you for your message.

Regarding my customer data, I placed a call to customer service on October 9, 2020 to complain about the poor connection speed and switched to Red Internet & Phone 500 in hopes that this would resolve the problem.  How the customer service representative flagged that call in your internal system is beyond my control, however I was clear that the connection was very poor.

As for the speedtest results I have sent in, I used the Vodafone speedtest and cannot comment as to why "the upload is much higher than anythingh we offer" but I would hope that you would agree that the results I have submitted clearly show that the connection is unreliable and poor.

Finally, as you requested, I am submitting a new speed test from breitbandmessung.de.  I performed one test via WIFI and another via Cable (page 19 & 20 in attached PDF).  My company VPN was turned off for these tests and as you will see, the connection speeds were well below the stated minimum for a Red Internet & Phone 400 connection (this was the closest tariff listed but I have Red Internet & Phone 500).

As requested before, I want to terminate my contract a.s.a.p. as I cannot continue to work from home with such an unstable and poor connection.  I believe that I have now provided enough readings to demonstrate that the service I am paying for is clearly not being provided so please inform me of the next steps in order to finilize the termination of my contract.

[Stephan]

Hi ENG-Support,

as I can see so far, the test were made via WLAN. Pleas do the tests via a direct connection via LAN-cable. This is the only way to obtain reliable data.

Regards

Stephan