Cancellation of contract as moving abroad permanently

[Faz]

Dear team,

I am moving back to the UK tomorrow. I previously went into a Vodafone store to check on the right procedure to cancel my internet contract and return my DSL modem and was told by staff to send an email to  kundenservice at unitymedia de  with a copy of my abmeldung and a letter from my employer proving my change of address outside of Germany, which I did a week ago but have not received a response yet. 

I was also told to then hand the modem into a local store, which I tried to do this morning but was turned away by staff who said they do not take these from customers. In both cases can you please advise me on what to do as I no longer know what the correct process is.

Please help me.

Kind regards,

F.

[Torsten]

You post here on the DSL board, i.e. Internet via the telephone socket, but you write about Unitymedia, i.e. Internet via the TV cable in North Rhine-Westphalia, Hesse and Baden Württemberg.
What technology are you really using now?
If it is Internet via the cable TV network, then the email address for customers in North Rhine-Westphalia, Hesse and Baden Württemberg is correct, but you also have to add the processing time. During the Christmas season there is often a very high volume of inquiries, so processing can take a little longer, but you have to calculate a few days. The contract is then terminated with a period of 1 month (calculated from receipt of the termination), as long as you still have to pay.

[Faz]

Dear Torsten thank you for your response. The email address I listed was specifically given to me by a Vodafone staff member from their store in the NRW region for the cancellation of an internet (DSL) contract, so it would appear it is the correct one, thank you for confirming that.

With regards to the processing time over Christmas, I understand it will be slower I was just hoping for a confirmation that they had received my mail nd docs to be sure. I had to get my Abmeldung before I could apply for this as per Vodafones cancellation process and policy.

As for the payment and cancellation time being a month, that is fine, I just need staff to confirm  the correct procedures to do this and I keep being given different answers. Additionally I now need to know what to do/how to return the modem itself today,

[Torsten · Accepted solution]

Where is your router plugged in, in the telephone socket or in the TV cable socket? Who debits money from your account every month, Vodafone NRW (Hessen or BW) GmbH or Vodafone GmbH? The email address given to you is ONLY valid for cable Internet customers in North Rhine-Westphalia, Hesse and Baden Württemberg, there is NO email address for DSL, so you have to report the move via MeinVodafone.

[Faz]

Thank you for your help Torsten. I think I need direct contact with a Vodafone staff member now as it appears even after undertaking all instructed steps the process is not correct and therefore there is little else I can do until I have a clear recommendation from an official staff member.
I have sent a message to Vodafone via the contactform hoping they contact me directly because there is no option within my online account to cancel my contract due to a permament move abroad. 

It is incredibly frustrating to ask staff for the correct process and to send emails and obtain the right documents only to be told differing answers constantly. 

[Torsten]

Just remember that the customer service language, like the contract language, is German. If you are not able to do this, you will have to find a translator yourself. And since you don't want to answer which technology you are really using, I will close your article here.