Trouble cancelling internet service

[jasonw]

Please forgive my use of English as I am not fluent in German yet. Thank you.

I have had my contract for over 2 years. I moved to a new building where I was told by my landlord that I could only use a specific provider. Since then I have tried several ways to cancel my service. I have used the online form twice (I used it again today). At one point I believe I received an email stating my account. It's been 2 months since and am still being billed.

I even visited a Vodafone location and what turned away. Please help. Thank you.

Best,

Jason

[Lars]

Hi Jason,

is the contract over Vodafone DSL or Vodafone Cable?

Best regards

Lars

[jasonw]

Hi Lars,

Kabel Deutschland

Kunden-Nr. XXX

Also I just checked the latest bill and it has a completely different address than where I live.  All bills prior to May have my old address but this latest is wrong.  😞

Best,

Jason

Edit: No personal data, please

[jasonw]

Here's an email from April 25th.

[reneromann]

That's the cancellation affirmation...

Please be aware that you have by law to pay for 3 additional months after your cancellation has been received by Vodafone or you moved to the new apartment (the later counts).

[jasonw]

The 3 months is no problem. Any idea on if I get notice to return my equipment? I suppose I can try to take it back to the store again after my final month of the 3month term.

Thank you for your feedback.

EDIT:

SInce my address on my most recent bill is incorrect - does that mean I may have missed the equipment return notice?  And is there anything else I need to do or will my account absolutely terminate at the end of 3months?

Best,

Jason

[reneromann]

You have to send your equipment back to the following address at your own cost [see also here]:

Vodafone Kabel Deutschland
c/o DHL Paket
Am Tower 222
90475 Nürnberg

You cannot take it back at a store - and please be aware that this has to be done within a 14-day-timeframe. So if you cannot use the line right now, it would be better if you'd send back the equipment as soon as possible - otherwise it might be that you have to pay a fine for not sending back the equipment.

[Grit]

Hello jasonw,

please check the cancellation confirmation again, especially the cancellation date and the address. The address is differentiated between customer address and connection address. The date of termination depends on the Telecommunications Act.

You must return the device yourself. You can't leave them in the shop.

Please do not post any more private data publicly.

Regards Grit

[jasonw]

Hello Grit,

I went to the link above and used the return address listed.  It's already boxed with my cancelation email and a letter (in German) on why I'm cancellation with my correct address in case there is any confusion.  I will ship it first thing tomorrow morning.  Thank you for your time.

Best,

Jason

[Grit]

Hello jasonw,

you misunderstood me. You will receive confirmation of your cancellation by post, not by e-mail. This letter states the date of termination. If you have already moved, you will find two addresses on it. First the connection address and as a postal address, the new address.

Regards Grit