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

[IkkeBurger]

Thank you very much, just to make sure, I will not be billed for anything is that correct?

[IkkeBurger]

@Moni_GK

This is quite frustrating, I have lots of work which requires me to have higher internet speeds, 3mbits and lower is absolutely unacceptable, especially since i'm paying for Q1 of 2019. Is there any way to fix this sooner?

[Moni_GK]

Hello, IkkeBurger,

It's my colleagues' turn. Unfortunately there is no way to fix it faster.

I can book you gladly a credit note.

Your first message was in February, so I can book a credit from there. This amounts to 50% of the monthly amount.

Would that be okay for you?

Best regards

Moni

[IkkeBurger]

Hi Moni, what does the credit do exactly?

Thanks,

[Tobias]

Hey,

then you have a part of the money as credit on your account. 🙂

Regards

Tobias

[IkkeBurger]

So will I be able to use to to pay for the next monthly bill? or is it separate like store credit?

Also I realised that I was billed twice rechnung nr. 100622243857 and 100620163620

for the GigaTV, I was also billed 100.00 euro flat by vodafone on my bank account but I can't see the bill on the website; I'm getting very frustrated and confused.

thanks

[Tobias]

Hey,

yeah, you use that money on the account for the next bill. You have signed two contracts, you have cancelled one of them but you have not returned the modem, so there was the amount.

Regards

Tobias

[IkkeBurger]

Thanks for explaining, I'll take the credit.

Could you also please tell me how I can return the modem? I tried calling Kabel Support back when I ordered it but it was only in German, I was planning to take it to a vodafone shop in a city near me.

Thank you,

[Claudia]

Hello IkkeBurger,

you should not drop the modem at the nearest shop. It's better if you send it through mail to this address:

Vodafone Kabel Deutschland GmbH

c/o DHL Paket

Am Tower 222

90475 Nürnberg

I entered the credit note, so on the next bill or the one after you will see the amount.

Kind regards

Claudia

[IkkeBurger]

Hi Claudia, I have already sent the TV box and the router back, I am wondering when I will be refunded their price?

Also I was recently charged 14.99 by vodafone, however I tried to find the receit online but couldn't, as far as I know I have no subscribtion for 14.99, can I send you the rechnungnr for some clarification?

Thanks,