Impossible to change Tarif

[MdeVries]

It's been about a month now that I am being sent betwen different channels of customer service and no one is willing to help.

I started my contract with Vodafone with a special deal where any speed Tarif was the same price for 6 months, with option to change to lower Tarif for free before the end of the deal. Now first of all my colleague got this same deal for 12 months, but regardless, also after 5 months when I wanted to change, it simply doesn't let me do it online and apparently literally no one in customer service can help with this. And now because no one has been able to change this for me, very conveniently, I'm outside of the "deal cancellation period".

I chose the 1000Mb option for this special deal, which has consistently for 6 months given me 30Mb (yes, 30, not even 300) down speeds and hasn't worked for a single week straight, it cuts out every other day, both on LAN and WLAN. I even have to switch to my mobile network to be able to have work meetings because the wifi at home is so unreliable.

Besides that I have a mobile number with Vodafone, but I cannot for the life of me get any insights into what I am being charged for when VF again charges me an extra 20 euro from my account, as the app for VF mobile is not available in the app store for me, so I guess I'm screwed as a non-german customer and I just have to live with the fact that I will never know what I am paying extra for, and why..

It has been an absolute headache dealing with this whole company so far, especially considering I was with Vodafone in Spain and had zero problems with them. I would appreciate if someone can do something to actually help me out because I would prefer not to go broke over a 30Mb internet connection and one 10 minute phone call.

Thanks in advance.

[MdeVries]

Hi,

I am aware they are 2 separate issues, but I didn't get any answer on the first question so I just wanted to reiterate it as it keeps getting ignored. I was asked by Tobias on 16.10 to provide my details, which I sent to him. I never received an answer from him (or anyone else) after that regarding this so I had (wrongly, apparently) assumed that the change was being made.

If it's better I will open a different ticket for the issue of not being able to use the wifi.

Thanks

[MdeVries]

I see that it's updated to 250 now, as I said on the 16.10 I was in touch with Tobias to give him my details and then I didn't hear back anymore.

Could you kindly refund the last month that I had to pay 1000? I don't think it's fair to charge me for it as I was unable to change it and especially considering the fact network issues I also didn't even get to use it as intended.

[Martin59]

Hello MdeVries,

the contract has just been adjusted by the colleagues. I also arranged the replacement of the cable router, which will arrive in the next few days. Please connect it as usual and send us the old device back.

Please keep us up to date on how the new device is doing.

Many greetings, Martin

[MdeVries]

Hi Martin,

I still didn't get a refund for the month that I've been charged due to the delay in changing the Tariff, as far as I can see.

Also the issues with internet are still there even after installing new router. Today I got disconnected 4 times so far, on average it's 2-3 times a day that I get kicked out of the network for several minutes, regardless of laptop/tv/console/phone.

Getting a bit desperate with this situation.

[Martin59]

Hello MdeVries,

I have just set the credit, this will be visible on the next invoice.

Regarding the fault, I have set up another order, the colleagues will look at it again in more detail.

Many greetings, Martin