I need help in English

[PaumellePainter]

Hi, please can someone help me in English. I’m having a customer service nightmare. I’ve just moved house and now my internet doesn’t work. I’ve tried resetting the easy box and gone through the SMS chat option who couldn’t help and told me to call the contact number. When I called the contact number for the 10th time in the past 2 days they just said they don’t speak English and they didn’t have any English speaking colleagues so they can’t help.

[Der Ritter]

Important questions to start with: 

• Did you inform Vodafone of your change of address?
• Did Vodafone check if they can provide service at the new address?
• Did Vodafone confirm both the availability of service as well as a precise date of transfer of service to the new residence?

[Der Ritter]

The one thing I will never understand in any such case: 

• Someone (e.g. in this case @PaumellePainter) requires help. 
• In order to help that someone (e.g. in this case @PaumellePainter) some essential questions are being asked.
• The someone (e.g. in this case @PaumellePainter) has been logged onto the board several times between the initial post, the questions and now this my second post in this thread.
• However, the someone (e.g. in this case @PaumellePainter) doesn't feel too inclined to take the time and answer the questions in order to allow for any help.
• Without the answers by that someone (e.g. in this case @PaumellePainter) help is most probably not possible.

Strange approach.  Really strange.

[PaumellePainter]

Wow, that’s rude. I’m in the middle of a house move and the Vodafone community kept kicking me out so this is the first chance to reply.

Anyway, to answer all your initial important questions, yes we informed Vodafone about the move and they confirmed it works. The engineer even came to install the box but told us that it would take an hour before the internet worked. I used the SMS customer service which said to reset the box, which I did and it still won’t connect.

We’ve tried two iPhones, a windows laptop and a Samsung tablet and none of them can connect.

[Norman · Accepted solution]

Hi @PaumellePainter,

i'm sorry for your issue. 😞

Please send me a pm with the following data:

1) Your customer or phone number

2) Your customer password ti identify you

3) Your cellphone number

I'll check your line and will be bach to you asap.

@Der Ritter: Don't be so harsh to our new guests my lovely one. 😉

Best regards,

Norman

[PaumellePainter]

Hi Norman, thanks for your reply. My german friend spoke to Vodafone and my problem is solved.

Best regards,

PaumellePainter

[Su]

Hi PaumellePainter,

friends are great.

I´m happy your prob is solved - I´ll close your thread.

All the best

Su