Hello Vodafone Community,
I am moving from Heidelberg to Weinheim on 1 October 2026. Vodafone’s own availability check confirmed that my current cable internet product is not available at the new address.
Because of this, I submitted a special cancellation due to the move on 1 September 2026, requesting termination on 1 October 2026.
I have since tried multiple channels: the online cancellation form, Form 72, WhatsApp support, email and customer service.
On WhatsApp, Vodafone confirmed that cable is not available at my new address and offered me DSL up to 250 Mbit/s instead. I explicitly said that I do not want DSL or a slower contract, especially because I work from home and need high-speed internet.
The agent then wrote:
“Sehr gerne habe ich Dir die Kündigung zum 1.10 eingestellt.”
So I expected a cancellation confirmation.
Instead, I received a request to confirm a new GigaZuhause 250 DSL contract, even though I had explicitly rejected it. I have not confirmed this order.
This situation is becoming extremely frustrating. I do not speak German fluently, and I have also experienced telephone support as dismissive and disrespectful when I struggle to communicate in German. Because of this, resolving contractual issues by phone is very difficult for me.
I would appreciate if someone could please confirm:
that the unwanted DSL order is cancelled;
that my existing cable contract ends on 1 October 2026;
and that I will receive the official cancellation confirmation.
I have screenshots of the availability check, WhatsApp conversation and the DSL order if needed.
Thank you.
