Termination of contract

[TingLiu]

Hello, can I ask how to terminate my contract as I'm moving abroad? I've been using the internet service for only 14 months but I'm leaving Germany in 2 weeks for work reason. I sent an email to the customer service and they told me to ask here....

[Grit]

Hello TingLiu,

we will be happy to help you. Send me your name, the current address, the new address (please complete), the customer number, the moving date and your date of birth in a private message. It is important that you register again here in the thread.

If I have all data, I can work on the notice after the telecommunications law (removal + 3 months).

Regards

Grit

[TingLiu]

Hello Grit, I have sent you the information in a private message. Please have a look, thank you!

[Grit]

Hi TingLiu,

I can use the temporary address.

Concerning the immediate termination of the contract: This is not possible. No matter if you move in Germany and the new address is not available or if you move abroad, the regulation is the same for everyone. This is regulated both for customers, and for the offerers by the telecommunications law.

I have stopped the notice, the contract ends to 20.01.2020. You'll get confirmation on that.

Regards

Grit

[TingLiu]

Understood. Thank you for the explanation! It's okay to pay another 3 months.

But is it possible to pay it at once right now? I am going to close my bank account in Germany so it will not be possible to charge it from my bank account later.  And do I need to return the device? If needed, could you please tell me how and where I can return it? I would like to finish everything before I leave Germany. 

[Grit]

Hello TingLiu,

I've already processed the resignation. A confirmation is on its way, you can also view it in the customer portal. It contains the return modalities (deadline, address etc.). It is not planned to pay the future months in advance. You would then have to transfer this manually, we cannot debit it this way. You would then have to calculate the amount from the fees together.

By the way, it is enough if you answer me here publicly. You don't have to send me everything by PN;)

Regards

Grit

[Mithun]

Hi, I got my Kabel connection a week back but I want to cancel the contract as of now. Can you please help me

[TingLiu]

Thank you and sorry for the private message! I wasn't sure if you saw my response here. 

I have checked the document but it's all in German and I google translated it. Just in case I did not understand it correctly, I will double confirm here.

So I need to return the devices, is it possible to return them now?

And for the future cost, you mentioned that you can not debit it in advance, so can I transfer them manually at once now? If yes, do I just transfer it to the IBAN stated in the document? What extra information do I need to specify ? Will my customer number be sufficient ?

Thanks for your support!

[Grit]

Hello TingLiu,

Of course I see your messages here. 🙂

The documents are always in german. We can't change anything about that, the official language here is German. We're both gonna get this right here.

You can already send the devices back now, that's no problem. You don't have to write anything, the assignment to your customer data is done by the serial number.

As for the bank transfer, you can enter the customer number or an invoice number so that the money finds its way to your customer account. The bank details are:

Deutsche Bank AG

BLZ: 380 700 59

Konto: 045 335 700

IBAN: DE13 3807 0059 0045 3357 00

BIC: DEUTDEDK380

Greetings

Grit