Internet Speed Test & contract cancellation

[Jenniiy]

Dear Vodafone,

I got my first Vodafone internet installation on the September.11.2018. (3 days ago)

As my location of the house is very limited with the internet, I was told that

the max. speed availability is 16mbit/s. (I was told that the speed will be okay by the employee at the voadfone store). However, the actual interenet speed after the installtion was around 10mbit/s, and it is too slow for me to use. 

I then went back to the voadfone store, and I was told that the only way is to cancel the contract, and the employee kindly told me the process to do the speed test 3 times and send them the screen shots, and I did. Then, I was told to contact the service center at 1212 (on my phone) and complain about my situation, and the cancelation will be processed.

Unfortunatly, I need the service in English. I did call the number, and said 'Operator' as I was told, but the connected assistant couldn't speak English and was not able to communicate... He mentioned about 'English hotline' but couldn't find it anywhere..

Is there any way that I can get help ?... 

Thank you for your reply in-advance..

Best,

JY 

[Jens-K]

Hi Jenniiy,

welcome to the Vodafone Community!

The bandwidth of a 16 Mbit/s connection is ususally between 6,1 and 16 Mbit/s downstream.

So 10 Mbit/s is in this range. Please note that if you use WIFI the bandwidth can vary a lot. If you want to receive reliable speedchecks, please use a cable connection between computer and modem and make sure that no donwloads or streams are running.

If the bandwidth is lower you can open a technical ticket. Our technicians will have a look into your connection and, if necessary, will order the Telekom to solve the problem.

The contract will not be cancelled automatically because of a possible bandwidth issue.

Regards,

Jens