English Support needed- Contract Closure

[expat_123]

Hello, I have an issue with my DSL connection. I requested internet with Vodafone the 27.12.2021 and till today 14.04.2022 I am not able to connect to the internet. I have called 28 times your call center and requested assisance via facebook as well. I had the people on the customer service line closing the phone at me as I was not able to speak good enough german (this is a racist behaviour as the conversation was on-going) and after this treatement and the fact that for 3 months, while I followed every step suggested I was not able to connect I cancelled my contract. I called once more to request not to pay for a service not received but once more Vodafone hanged up the phone on me. Can you please contact me with any possible way in English to secure that I will not pay for a service I have not received and what should be the next steps of the cancellation?

[reneromann]

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@expat_123  schrieb:

[...] (this is a racist behaviour as the conversation was on-going) [...]

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You signed a contract whose sole contractual language is German and therefor whose sole support language is German. Support in any other language except the ones stated in the contract (German) is given on best-effort base - which obviously also includes that there may or will be no support in other languages except German at all. It's up to you to get a translator on your own expenses if you cannot communicate good enough with the Support in the contractually agreed languages.

Therefor this is not racist at all - but it's just sticking to the contract that you signed for.

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@expat_123  schrieb:

Can you please contact me with any possible way in English to secure that I will not pay for a service I have not received [...]

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As I said - you signed for a contract in Germany with its sole contractual langauge is being German. So if you aren't able to communicate in the contracutal language, you will need to get a translator on your own expenses.

Please also note that not paying is also no option, especially because it is up to you to notify your contractual partner in time in the contractual language about any kind of issues you have - if you refrain to comply with these obligations, especially if you are unable to communicate in the contractually agreed language, you will still need to pay the contract as part of your contractual obligations.

Not paying the contract because you are unable to communicate any kind of issues in the contractual language is a breach of the contract from your side which can lead to fines being imposed to you.

So get yourself a translator to help you to set up the line.

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@expat_123  schrieb:

[...] and what should be the next steps of the cancellation?

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You can send a cancellation letter in German language (as this is the sole contractual language) to Vodafone - but be aware that the cancellation will become effective to the end of the minimum contracutal term. There's no right for a premature or immediate cancellation if you are unable to report any kind of issues in the contractual language.

[expat_123]

Hello, thank you for your reply, as I mentioned above 1, I requested my neighbour to help me in german, issue is you call me 2 days after the proble is reported as a ticket needs to be set up and the phone call comes in unexpexted times thus I might not be with a native speaker. 2. Indeed the language barier might not constitute on a rason to break the contract however, the lack of service received should.

[reneromann]

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@expat_123  schrieb:

Hello, thank you for your reply, as I mentioned above 1, I requested my neighbour to help me in german, issue is you call me 2 days after the proble is reported as a ticket needs to be set up and the phone call comes in unexpexted times thus I might not be with a native speaker.

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As I said - this is your problem and not something that Vodafone is responsible for.

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@expat_123  schrieb:

2. Indeed the language barier might not constitute on a rason to break the contract however, the lack of service received should.

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Not if the lack of received service is based solely on the fact that you are unable to report issues due to your language barrier.

[RobertP]

back to the problem...  😉

what kind of connection we are talking about?

DSL or cable?

did you receive a router from vodafone or do you use your own?

if you received the router from Vodafone which one (modell number)

can you give some more details about the problem?   (f.e. blinking lights on the router)

[expat_123]

Currently I have a router I ordered and received from vodafone, it is the 7430, the problem is that while it shows that connection happen succesfuly I still have no internet in any device. During the installation I proceeded with the MIC code as adviced, it was not possible to connect due to time out errors and got adviced to utilize the username and password for internet connection. At Fritzbox.com the message received was that the installations was done correctly and still I have no internet connection. On the router I have 2 green buttons power and w-lan and there is no blinking they are green however, after removing from electricity and plugging it back up the router blinked. Still no internet.

[RobertP]

try to start from scratch:

order a new MIC here

reset your 7430 to factory defaults

configure the fritzbox using the new MIC

[expat_123]

Thank you very much!

[expat_123]

Please there is a real issue here, you just comment to judge, and this is a help forum, this behavior is not helpful, stop replying and thanks. 

[Andre]

Hey expat_123,

I'm sorry that your landline is still not working properly.

Sadly there is no dedicated english speaking hotline. Most agents should be able to hande a call atleast in basic english nevertheless.

Feel free to send me a private message with your dslcustomernumber, password & a mobilenumber.

I'll have a look into this.

To send me a private message, please click on my name/avatar -> then the big red button on the right side "sende diesem Nutzer eine private Nachricht".

Cheers,
Andre