Hello!
I hope to find some help here because every time I call the service number I get more confused.
Couple of weeks ago I've called the Vodafone Service number to check if it was possible to move my Kabel contract at a new address. The Kabel was not available at the new address and I was proposed to have a dsl contract instead (without a phone number as I don't need it), so we went ahead and proceeded with the contract, the employee told me that the target date was 27th August to close this.
After the call I've received the contract by email and found out that the Surname was wrong and also the date of the moving (27 September reported on the contract instead of the 27 August as reported by the operator). I've called back again, the first operator told me that it was not a problem and that I could change my surname online after I'll receive the contract credential but didn't seem to be very convinced. I've called again and spoke with the Umzug service where I've explained everything again, they said that would fix the surname and that it would go ahead as soon as possible.
The 25th August as it seemed strange that I didn't receive the modem nor the contract yet, I've called the helpline again and the employee told me that the procedure has been blocked because the surname was not corresponding to the Kabel contract, so she told me that she fixed it and everything would go ahead normally from there.
Today I've reached the helpline to understand what was the situation, the guy told me that everything was still blocked because of the wrong surname and that I should fill some paper that he was about to send me by email.
The document asks me to provide the details of the Kabel contract because they cannot port the number as the surname is wrong.
I didn't ask any porting of the number and everything seems unreal as the company is the same for the 2 contracts and every single operator that reported the problem as fixed, has not fixed anything.
I still do not get the contract in paper, I do not understand where the problem is on fixing the surname.
Is it possible to get some help here? I would need my connection soon to work in the new address and I'm seriously thinking to just subscribe a new contract with another operator and cancel everything with Vodafone.
Best Regards,
Marco
