Extra Charges from Keding

[ekinga]

Dear Vodafone Community,

We are a costumer of Vodafone Kabel Deutschland since September 2018 and everything has worked well till we moved recently to another flat, where VKD connection is only possible through a firm called Keding (in Berlin, but Vodafone has agreements with Unitymedia in other parts of Germany). After the moving service request,  we got a letter from that company, saying further VKD service is possible only we have another television contract with Kedding with extra costs of 17,90 Euro per month, otherwise they do not offer us internet connection (kabel) at all.

Obviously as our contract with Vodafone does not include anything about this surprisingly appearing TV connection with an extra cost and as we also do not need a television contract, we have been trying to find a solution to move our internet contract, which is supposed to end in September 2020. For days and days, we had several calls through the numbers that Vodafone website offers, but every single agent on the phone either has no idea about Kedding or says completely different scenarios than the letter from Kedding.

Some scenarios were as following:

1) In our building (13357, Berlin), there is already VKD connection, we do not even need any further help.

2) Vodafone do not have any connection with Kedding, we should ignore the letter and wait for a call from a technician. (We still can't understand who the actual technician is.)

3) They know Kedding but we do not have to pay an extra cost. It is just wrong and we should only wait.

4) Maybe they might offer us a DSL connection, but a technician has to prove that VKD is not possible. (But in this case, we might only again a contract for 2 years which starts from now on and for even higher price for the same conditions)

5) Or we might cancel the contract with 3 months extra payment for a service that they don't offer more, starting from moving date according to telecommunication laws. ( Unfortunately, the law takes sides in favour of only Vodafone, but I am sure this case will change in future.)

Unfortunately, we got completely lost because of the ignorance and unclear explainations of the several agents. We would like to find a solution to use our internet as we agreed on our initial contract or be offered by another option till September 2020. After this really complicated and unsolved process, we are not sure to have a further service from Vodafone anymore and we do not suggest anyone to use Vodafone in their home. If someone has already a solution we would be really pleased to hear!

We hope, that sharing this sort of experiences and stories might be helpful to change Vodafone customer policies and its negociations with other companies to offer better service in future.

Thanks.

[Lars]

Hi ekinga,

I'd like to take a look at it.

Please send me the following data by private message:

- Customer number

- name

- date of birth

- Address (old and new)

- A photo of the letter from the company Kedding.

Please report briefly here in the post as soon as you have sent the PM.

Best regards

Lars

[ekinga]

Hello Lars,

I have sent you a private message with all the necessary info.

Thanks in advance.

[eudaemon]

Hi, 

I am prety interested in this isue with Keding. I have the same problem and I am still trying to become a Kabel customer since July. I will be glad to be contacted. This can happen also in German.  I was told by my last contact to Vodafone that this time everything looks good and I do not need to pay 18 Euro per Month on this firma. Today i received a letter from Vodafone to contact you about the technicker termin. I did it and got the number from Keding. I was not called by them....what they actually need to do. I am really excited what they will tell me on monday....

[ekinga]

Hi eudaemon,

It is very sad to hear that you still deal with the firm since July. I hope it will be solved finally. But you will get a technician from Keding at the end and will not have a contract them with extra costs? How could you manage this deal? And any news today?

On the other hand, we are always trying to contact in German (with native speaker friends), in English, I guess, it is even more impossible, because of the agents directly hanging up on you. 

I hope the forum might be useful this time.

Thanks.

[Lars]

Hi ekinga,

please excuse the late reply.

You sent me 2 letters. The second letter from 27.11.2019 contains the necessary procedure. It says that if you don't want the additional TV contract, please call Keding. They will then cancel the order and we will automatically receive the feedback.

Please let Keding know that you do not want the connection. Then we will automatically process your request. Please keep us up to date here.

@eudaemon: Please open your own thread with a short description so that we can check it for you.

Best regards

Lars

[ekinga]

Dear @Lars ,

Thank you for your answer. We called Keding and canceled the order. What would be the next steps and the solution? Do we cancel the contract or does Vodafone offer any other service?

Thanks.

ekinga

[Lars]

Hi ekinga,

as soon as we receive feedback on the cancellation of the order from Keding, the responsible colleagues will presumably terminate the contract. You will then automatically receive a written confirmation. You don't have to do anything.

Best regards

Lars

[ekinga]

Hi @Lars 

Thank you for your answer.

Unfortunately, still any news about the cancellation. The moving date has also already passed. We are already paying to a service we don't get, as a while we have no internet at home. We have been trying to contact the operators to cancel, but the story with the operators is still the same. No one has no single idea about what to do and forwarding to another, noone takes any responsability!

After all we definetely would like to cancel our contract with Vodafone. Can someone please at least from Forum give an end to this endless story ?! 

Thanks.

[Lars · Accepted solution]

Hi ekinga,

I've taken care of the cancellation now. Unfortunately Keding did not inform us about the cancellation. Of course I believe you called her. A written confirmation of the cancellation will be sent to you by post.

Best regards

Lars