Internet Speed

[IkkeBurger]

Greetings,

Recently I opted for the 400mbit kabel subscribtion, however I never got close to even 300 mbit speed, and my internet usually goes down to under 10mbits after ~18:00

This problem has been going on for a month and it's very frustrating, today I tried calling customer support but the hotline took me a full hour so I had to disconnect, then I received an email from bitte.nicht.antworten@kundenservice.vodafone.com titled "Eingangsbestätigung für Ihre Bestellung (Acknowledgment of receipt of your order)" and saying;

vielen Dank für Ihren Auftrag. So geht’s weiter:

• Sie bekommen bei Neubestellungen Ihre Auftragsbestätigung in 3-5 Werktagen nachdem wir Ihre Bestellung bearbeitet haben. Für Anleitungen und Hilfe-Videos rund um Ihr Gerät klicken Sie hier.
• Bei einem Tarifwechsel bekommen Sie Ihre Bestätigung kurz bevor Ihr neuer Tarif aktiv wird.

I did not make any new orders, so this was very confusing as I did not make any new orders or changes to my tarriffe!

My German is really bad and I'm still learning, so any help would really be appreciated.

Thanks

[Stephan]

Hi,

the GigaTV Box was reported back to us last Thursday. I am now arranging the correction booking so that the fee for the device will be refunded to you.

Regards

Stephan

[IkkeBurger]

Hello again,

I have received a refund for the GigaBox. However I have not received a refund for the router that was sent to me.

Also my internet connection is still super slow at 0.6mbits sometimes, only during midnight is it ever usable.

I'm using my phone's data plan to browse the net because it's impossible to do so other wise, when will this be fixed it's been over 4 months.

Also I am still waiting on the cancellation of my old internet connection from my companies account, can I send you the account number to check if it will be cancelled this June? I tried to cancel it 2 years ago and even received a letter by the mail confirming it but later it was never cancelled and was told that I can only cancel it in June, tried again the year after and that never worked and therefore I had to make a new account (this one) to use the 400mbits option and even then I paid double the amount of money for super slow and possibly worse internet connection, this is absolutely frustraiting and if it's not getting fixed I will have to find other options.

Thanks,

[Stephan]

Hi IkkeBurger,

why should you get a refund for the router? You still use this device.

What kind of company contract do you have with us? Also via cable or DSL?

Regards

Stephan

[IkkeBurger]

The account im currently using is a private account, however the other one im asking about is a company contract for 100mbits kabel.

As for the router refund, when I first made this new account, the private one, I received two routers and two contracts by mistake, I have since called kabel deutschland and explained the problem and so I sent the router back, however I was charged 100 or so euro on my account for it, I think it has been mentioned on the first or second page on this post.

Thanks,

[Stephan]

Thanks for the explanation. I looked again and found another customer number from you. Now it all makes more sense.

I have arranged the correction booking for this router, so that the 100,- Euro will be refunded.

Regards

Stephan

[IkkeBurger]

Hello again,

It seems that no matter how long I wait my internet speed is not going to go above 10mbit/s

I have waited long enough (8 months) my internet speed barely ever reaches 100mbit let alone 400mbit

I want this to get fixed, or I want to cancel my subscription and get a refund for all previous months; it's getting annoying that I can't use my internet, if I wanted <10mbit/s I would have paid for less than 10mbit/s.

Also, last week I came back from a trip to find a 160 euro charge from Kabel Deutschland in my bank account, what is this about?

Thanks.

[pRo-Marco]

Hi IkkeBurger,

the issue should be fixed within the next weeks. The bad speed should only appears in the evening. At the moment full speed is available.

I can't see a bill like this in our system. For which product is it?

Kind regards

Marco

[IkkeBurger]

Hi Marco,

I was already promised that the issue will be fixed in April, I don't want to wait anymore, I almost paid a years worth.

as for the other matter, I don't know what the product is, I can send the billing data.

Thanks,

[pRo-Marco]

Hi IkkeBurger,

so how will you go on with the situation? I can only give you the informations from our system.

Please send a picture of the bill via PN.

Kind regards

Marco

[pRo-Marco]

Hi IkkeBurger,

the bill is from another contract, which is canceled. You did not send back the Fritzbox (MAC c8:0e:14:XX:d7:49). Please send it back and we will refund the bill.

XX is only a placeholder

Kind regards

Marco