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TV: Kabelfernsehen wird Mietersache. Jetzt handeln!
Deine Störung ist nicht dabei? Dann nutz unseren Störungsfinder!
Frage
Antwort
Lösung
am 23.09.2021 13:56
I got a new internet contract (1000 Mbits) on 04 Sep 2021. I've been checking my internet speed from time to time and I always get speeds around 300 Mbits. This is far away from the max. promised line speed of 1000 Mbits.
That is why I called the vodafone customer support today. First it's hard to find an English speaking support executive. I found one today but he didn't understand what I was asking for. He gave me another support telephone number where I found THE MOST RUDE SUPPORT AGENT I've ever encountered.
It didn't take him long to start raising his voice and yelling at me for no reason. I said I don't understand German but I'll try talking to you nevertheless, but he kept insisting that I should post my question to the vodafone forums as he cannot speak English. It felt like he found an excuse to end the call and was trying to get rid of me.
If you guys record customer calls for quality purposes, you should listen to the last call I had with your customer support.
Anyway I'm done with Vodafone.
My trial period of 2 weeks is already over but I want to end my contract on grounds of slow internet and bad customer service.
am 23.09.2021 14:56
The contract and support language in Germany is German. Unfortunately, nothing helps. If you do not speak and understand German sufficiently, you will unfortunately have to look for someone who can translate for you. But here in the community you also get English support.
How is the speed measurement done? The speed is only guaranteed via LAN connection, but not via WLAN, as this is subject to a lot of interference on site.
Incidentally, there is no special right of termination due to "poor customer service".
And in which federal state do you live in?
am 23.09.2021 15:27
I live in Berlin.
I made the test over a LAN cable and used the speedtest portal to check the internet speed. I'm getting around 300 Mbits for a 1000 Mbits connection which is too low. It's alright that they don't speak English, I can get someone who speaks German.
But is it alright to be yelling at the customer? What is this, the new Vodafone normal?
There are a 100 things he could have done differently on that call but he chose to be impatient and angry.
am 24.09.2021 17:41
Hello koushal,
please excuse the way you were treated. This is certainly not how it should be.
Please send me the name of the contract holder, date of birth, full address and customer number via PN .
After that, please leave a short feedback here and I will have a look at your connection.
Best regards, Martin
am 29.09.2021 07:07
Hello koushal,
yes, we moderators are all employees of Vodafone 😉
Best regards Fred