About tariff and modem change

[ks27]

Hello,
On 25 of June, I made a call with vodafone about modem and speed change with an upgraded tariff. However, after that date, I did not get any modem, speed change or notification from vodafone about that my contract. Could you please verify if that call was with a real vodafone employee and if yes share the status of this change?

[reneromann]

In case your new speed is supported by your "old" cable router, there won't be a swap of routers. The router will just restart and get the "new" speed profile.

[ks27]

According to our conversation with vodafone employee, the existing modem does not support "new speed" so it should have been changed. And again according to our communication, it should have been delivered 10 days before but nothing happened. I hope it's possible to check if there is a tariff change request for my account and if the existing modem supports the new speed by looking at the system log, no?

[reneromann]

Just to make this clear:

You're here in a customers-help-customers board - so I cannot check any kind of system entries or logs...

For the speed:

You may check in your customer self-service backend if there has been changes - and as I said, if the speed is supported by your router, there won't be a change of the device.

Maybe you can just tell the speed you wanted to switch to and the router you are using - then I might be able to tell what speeds the router is capable of. Usually changing is only needed if you'd switch to a Gigabit line; that one may only be used by the Vodafone Station or by the FritzBox models 6591 or 6660. Speeds slower than that (up to 500 MBit/s) also work on other routers like the FritzBox 6490, the CBN CH7466CE or the Unitymedia ConnectBox (just to name some)...

Only if your router is multiple years old and from the first phase of routers (like the CBN CH6640 or the FritzBox 6360), then a switch may be needed if your speeds would exceed 200 MBit/s...

[ks27]

Please take this as feedback and share it with the responsibles if they care. I am basically trying to contact Vodafone via chats/emails/forums/phone calls and I still need to explain everything again and again. First, my current modem is CBN CH6640. And the context is I am contacted by Vodafone on 25 of June, to change my speed from 50 to 250mbps if I accept a price change and made a new contract, and I accepted. One result of new contract was new modem as the current one does not support "new speed". It was a long phone call around 30 minutes. The promise was I would get a new modem in a few days (not sure about the model) and after connecting that I will have "new speed". After that phone call, I did not get any package/notification from vodafone, and speed test shows ~30mbps which did not increase at all. 

[reneromann]

The CH6640 should be able to provide 250 MBit/s - at least it was definitely certified and used with 200 MBit/s lines...

30 MB/s would be fine for a 250 MBit/s line (as most browsers only show MByte/s and not MBit/s download speed), but 30 MBit/s are quite low -- except you would test using WLAN as WLAN isn't capable of reaching high speeds - especially not the 802.11n standard from that router. But even with 802.11ac or 802.11ax, you should not expect to reach speeds exceeding 100..150 MBit/s using WLAN. Highest speeds can only be reached using LAN cables.

[ks27]

I am using at least 4 years old CH6640 and my wlan speed is less than 30Mbps (not Byte but bit per second). I don't expect it to be the highest but I would expect it to increase. However, my original contact reason is not to discuss this but to ask about my new contract tariff. Can you help me to understand if my conversation was with a real vodafone employee or it was just a scam, if yes when will new tariff be effective and when will I receive a new modem? 

[Stephan]

Hi ks27,

unfortunately there is no tariff change listed in your customer account. I only can apologise for that.

If you want to change from 50 to 250 MBit/s the monthly price will increase from 29,99 Euro to 32,99 Euro with a one time fee of 9,99 Euro. The router will be exchanged for the new tariff.

If that's okay for you, I'll will do this change for you.

Regards

Stephan

[ks27]

Hi,

One time fee was not part of the offer I got, you can see a screenshot of the offer I got as an email. Unfortunately, I am really unsatisfied about whole process. I already had this agreement with vodafone and I can not understand why now I need to have an additional contract with an additional one-time fee. Please check why you can not provide the same conditions?

[Thomas]

Hi ks27,

it is not an additional contract. We are only talking about a tariff change and the lump sum is always charged.

Regards

Thomas