Router returned still getting bill

[Jsangram]

Dear Team,

I quite annoyed with Vodafone lately.

I have Vodafone DSL connection [Easy Box] since almost 2 years now. Though it is expensive thats the only choice because, together with Vodafone tried to get new connection atleast 2 times in last 2 years but it is not possible . Technicians are unable to get the cable from Kellar to our house and House Owner doesn't agree to get cable from outside on walls.

Now suddenly in 21 January 2020, we have Sales executive from Vodafone visited us for new contract. We told him all the attempts did in past and also that it is not possible to get the cabe to our house.

He told us that they checked the possibilities and can now get the cable to our house and hence we agreed.

As usual, the router arrived. I called Vodafone team to know when they can install it because of my unique case, Technician listened and told us it will not be possible.

Ok, I called the Sales person who gave us the contract many times but he did not respond.

Hence went to Vodafoe shop and informed them, called Customer Care and informed them too. As suggested by them I returned the router on 19-Feb-2020.

Now, I still got the bill... I don't know for what ?

I again called on Online Filale, they checked account and said they can not find the reason for bill generation and asked me to call on 08001721212, 

Unfortunately the person on 08001721212 told me that they only can support in German language. I explained the problem "somehow" in German. 

Only Solution they can provide is to ask my house owner to send a letter (not EMAIL) to Vodafone Kabel Deutschland in Erfurt, saying that House Owner denies cabling from outside house. Why ?

I have requested house owner already but don't know if and when they will inform Vodafone. 

Why should I pay for the services that I do not have ? Can someone from Vodafone Community help here ?

Thanks.

[Stephan]

Hi Jsangram,

welcome here in our Community.

Let's have a look on your problem. Please send me a private message with the following information:

your name

your address

date of birth

your customer number

the link of this thread

Regards

Stephan

[Jsangram]

Thank you Stephan.

I have sent the details to you.

[Grit]

Hello Jsangram,

i can't understand the thing with the impossible installation. currently there was not even a technician with you. The last one had deposited that an installation is possible and that the permission to lay the line through the chimney is available. There is also another customer with internet & telephone from Vodafone Kabel Deutschland in the building.

The question now is, should we send a technician out to check it all again? We also offer to terminate the contract. How do you want to stay?

Regards

Grit

[Jsangram]

Hello Grit,

Thank you for your message.

As I mentioned, in last 2 years twice we did all the exercise with Vodafone for the new cable connection. And as there is no option we are continuing with Vodafone DSL connection and paying more 😞

Technicians have already checked chimney and it's not possible.

Please terminate the contract. I already have returned the router on Feb 19, 2020.

Thank you.

[Tina]

Thank you for your feedback. You will receive the confirmation again separately. I am sorry that we could not install the connection.

Do you have other questions?

Best regards

Tina