I have been with Vodafone for the last two and a half years for DSL in Hamburg without any major issues. However I have moved flat and am now having a lot of problems and no one at Vodafone seems to want to take any resposibility for the issues.
I told Vodafone that I would be moving from my old address at Admiralitatstrasse to new address at Poststrasse on the 27th March. This move was delayed to the 30th April because of difficulties with Coronavirus however and I used my German work colleagues to inform Vodafone 4 times by phone to delay the cut off of my DSL at Admiralitatstrasse. Every time they said this would be no problem and my internet would definitely not be cut off on the 27th March but when the date came (no internet). Luckily I had a pay as you go Gigacube and customer support told me on calling them again that they would add extra data ( two differnent support agents twice ) however none was ever added. I estimate overall that this up to now has cost me around 150euros and climbing.
I eventually worked out that the confusion all related to a miscommuniation between Vodafone and Vodafone Cable Deutschland ( I had no idea that I was even being switched between the two or that there was any difference ). On moving to my new apartment at Poststrasse the issues have continued unfortunately. Twice Cableway the installers have come out to install my new connection to glass fibre but on the first call out stated that they needed about 3 hours to install a cable from the exchange at number 17 to my number a few doors down. They would need the permission of the Hausmeister and the building owner to do this which I have no problem but was difficult and would take time. They agreed to come back today (08th May) to install the cable and finish setting up the connection. Today Cableway came again but with a different technician. (they said they would send the same person last week). Unfortunately the technician today also did not understand the issue and now says that he has to come back again with two technicians and I need to arrange another appointment! He also suggested I try a different company rather than Vodafone.
I now have to wait for two technicians to come back on the 18th May to try and install the line. All in all I am probably having to spend around 200 Euros on my pay as you go gigacube as both my wife and I have to work from home and we require a lot of data. I have had very little support from Vodafone customer support or the local Vodafone shop now they are open again and also Vodafone Cable Deutschland. I have also had to devote around 12 hours and counting to this issue and am still no closer to resolving anything and am extremely dissapointed with Vodafone. Is there any help that you can give me or is it possible to escalate this to someone that can?
Thanks Ben
