Internet not working after address move / Internet funktioniert nach dem Umzug nicht

[balac]

Hello,

We created a move request online. We received an email telling us that we can take the router from the old address and plug it into the new home. We tried all 3 outlets in the new home but there is no internet coming to the router.
We saw that in the online account it says "Vertrag abgelaufen Du kannst Deine Kabel Deutschland-Produkte nicht mehr nutzen". In the move confirmation letter (Ihre Umzugsbestätigung) it does not say anything about any contract changes.

Please help us. We need internet at home for our jobs.

Thank you.

[Nancy · Accepted solution]

Hello balac,

You have to connect your cable router to your new address, that's right. Since it doesn't work, I'll send you a technician who will install it for you for free. He will call you in advance and make an appointment with you.

Then please let me know if everything worked out.

Best regards

Nancy

[balac]

Thank you so much, @Nancy !!! Where do we provide our customer information so that the technician can make an appointment with us?

Thanks again for your help.

best regards

Bala

[Nancy]

Hello balac,

you're welcome. We are here to help. The technician receives your data from us and then calls you.

Best regards

Nancy

[VivekRai]

I also have the same problem. I moved from Nuremberg to Fürth and tried plugging in the router as explained but it did not work.

The vodafone website says the address has cable internet available. Please advise.

[Grit]

Hello VivekRai

please make your own contribution to your request and write more information in it so that we can help you.

Regards

Grit

[MichaelJC]

Hello,

I am having the same issue. I moved from Kaiserslautern to Queidersbach and received a letter in the mail confirming that I can move my cable modem with me. Upon plugging it in at my new home, I cannot receive internet service.