New dsl connection

[Valentina9]

Hi, I've requested a new dsl connection via check24 more than 3 weeks ago, still on processing. 

I have received vodafone message that they will come tomorrow but they never confirmed, the status is still pending and I dont know who to contact as I dont speak German. 

Why is it so complicated????

[R4mona]

Hi @Valentina9,

 We are very sorry that you have not yet received any feedback. This is definitely not how it should be. 😢

Let's find out together what the current situation is with your contract and your connection. Please get in touch with us via the following contact channels.

Kind regards
R4mona

[Valentina9]

Hi R4mona, thank you so much for getting back. 

Unfortunately Myvodafone section is not working and I cannot get my contract number (the website is flashing everytime I try to log in) - I tried to contact you on whatsapp but you only speak german. What should I do? It's getting really annoying to be stuck in this situation, it should be a simple online process...

[J0hann]

Hello @Valentina9,

the service on WhatsApp will help in English, just our bot TOBi has a fwe questions in German. 

BR J0hann 

[Valentina9]

Hey J0hann, I did reach out to WhatsApp but they told me they don’t understand English. What’s the correct WhatsApp number?

[MariaK]

Our TOBi can currently only communicate in German. Please use a translation tool for his questions. Once you have answered all of TOBi's questions, a member of staff will contact you in English. 

[Valentina9]

Tobi is not helping at all, it only provides me the phone number. I do really want to get out of this order as this is getting too annoying.

How can I cancel this request? I do not want to be with vodafone anymore, you left me waiting more than 3 weeks and there is no way of having assistance. 

[ricky92]

Hello @Valentina9,
 

i'm sorry about your situation. You can let TOBi know that you would like to be forwarded to an employee.  
 

Best regards
ricky92

[Valentina9]

I feel I'm being played by Vodafone right now. This is a joke and it's not funny! I've been contacted via whatsapp and they have requested all my details and password and they say my password is not valid? Oh my god this is unbelievable. I just want to get out of this as soon as possible!!!

[reneromann]

You cannot cancel the contract just because you are unable to communicate in the contractually agreed language. Service is provided in German only as this is the sole contractual language (as German is also the official language in Germany; English is NOT an accepted secondary official language!) -- if you are unable to speak and/or write in German, it is up to you to get a translator on your own expenses.

And just before somebody says this is rude: This is true in any country - not only in Germany: You will only get support in their respective official languages and NOT in English, if English isn't either primary official language or at least a country-wide secondary official language. Only exception is if there is a separate amendment to the contract to also explicitly include English as additional support and/or contractual language (which none of the end user ISPs in Germany do, as far as I know).

And for the password: Either you directly selected the customer password -or- it was set by Check24 on your behalf -- this customer password is anyhow needed to authenticate you. If you didn't select this customer password in their checkout process, you have to ask Check24 to provide you with the customer password that they provided as your selection to Vodafone on your behalf.