Hello,
My connection has not worked correctly for months. The cable repeatedly disconnects and sits for hours with "searching for downstream frequency." I have tried every suggested step on the website numerous times and have attempted to contact customer service many times but cannot get any help.
I am an American living in Germany and I barely speak any Deutsch, unfortunately, due to my work being primarily in English. For more than three months, my Vodafone internet connection has routinely disconnected and will not come back online for hours. I have attempted numerous times in February, March and April to contact Vodafone by telephone, but even when I manage to make my way through the telephone prompts with the help of Google translate, the person on the other end always refuses to speak English and informs me that there is nobody that they can transfer me to that speaks English.
At this point, I am paying for a contract that does not work from a company that refuses to do business with me in a language I can understand. I respect that fact that I am in Germany and that means Deutsch is the language of choice, but the fact that I spoke English didn't seem to be a problem when I wanted to open the account... it is only a problem now that I try to seek help.
On my most recent attempt to speak with customer service, the lady on the other end directed me to post in this forum. So here I am.
There are two options:
A) Vodafone can fix the connection immediately and credit my account for the significant downtime which I can prove with connection logs from the modem which show the frequent disconnection.
B) Vodafone can cancel my account immediately with no penatly or cancellation fees so that I may pursue a service contract that does work.
In the event that no agreement is reached at the connection continues to not work, I will refuse future debits from my bank account and refer to legal assistance to handle the issue.
Sincerely,
Sascha Burges
