English Hotline: Cable Contract Error

[JZAM]

DSL

Hello! I tried to call the DSL / Kable customer hotline but apparently there is no English support and they directed me to post my concern here in the forum.

So a couple of week ago I agreed to avail of the DSL contract that has a monthly charge of 29.99 EUR. This agreement was made over phone and a corresponding email was sent to me indicating such. But yesterday, I received a letter in the mailbox containing a DSL / Kabel contract for 49.99 EUR with an indicated activation code.

Can you please have this corrected. Thanks!

[Stephan]

Hi JZAM,

welcome here to our Community.

First of all: what is this contract really about? DSL or cable internet? What is the name of the tariff on this confirmation?

Regards

Stephan

[JZAM]

The one I agreed over phone is a DSL connection. The email confirmation says 'Vodafone Red XS ohne Smartphone'. I specifically mentioned during the phone call that I don't need Cable service.

But the contract I received via post is Red Internet & Phone 1000 Cable.

[JZAM]

@Stephan - Bumping up the thread since today is supposed to be the start of my DSL contract and I wanted to prevent unnecessary installation and deactivation

[Lars]

Hi JZAM,

can you tell me which German state you are from? So then the cable contract must be canceled, do I understand it correctly?

Best regards

Lars

[JZAM]

@Lars I am in Berlin. Yes, the cable contract needs to be cancelled since I did not ask for that. As for my DSL, how can I check the status? I did not receive a contract by post on that and there is no communication when the wifi-router will be delivered. I asked it to be installed today. What I wanted to make sure is that I get what was agreed over the phone a few weeks ago -- a DSL connection starting today with free router and free first 6 months for 29.99EUR per month.

[Lars]

Hi JZAM,

I cannot tell you whether a DSL contract has also been created. But I am afraid that there is only a cable contract if you have not received a confirmation with an ARC number or similar. Why do you not want to use the cable contract?

Please send me the following data via private message:

- Customer number

- Name

- Date of birth

- Address.

Write shortly here in the thread, as soon as you have sent the PM.

Best regards

Lars

[JZAM]

@Lars private message sent

[JZAM]

@Lars I finally got in touch with an English speaking customer service. She clarified everything to me, and there is actually no error in the contract. I just had special discounts. No need to cancel the contract. Thanks for the responses.

[Lars]

Hi JZAM,

ok, so everything has cleared up and we can close the thread?

Best regards

Lars