Kabel vertrag cancellation

[canoski]

Hello,

A few days ago, I sent a cancellation request letter to Vodafone Kabel Deutschland Customer Service in Erfurt. After sending the letter, I received a phone call from this number: 0800 52 666 25. However, I couldn't answer the call at that time, and then I received a mail from Technischer Kundenservice. In the mail, it says you have some questions about the cancellation request and wanted me to call the number above. I called that number, as usual, Vodafone Customer Service didn't speak English, so I'm reaching out from here.

You can add your questions in this thread. From my side, I don't want you to fix my connection, or offer me some other options. I just want to CANCEL my contract AT THE EARLIEST POSSIBLE DATE.

Thank you. I'm looking forward to hearing you, since this is the only connection channel due to your non-English speaking customer service.

[reneromann]

As already said in previous threads - the earliest possible date is the end of the minimum term (usually 24 months).

And support is already given in German only - as German is sole contractual and thus sole support language. It's up to you to get yourself the necessary translators on your own expenses if needed.

[canoski]

Thank you for your answer, but I have special conditions which I denoted in the letter. Last month, I didn't have internet connection for a week. The internet connection hasn't been stable since then. I don't want to pay for the service that I don't get. 

Now, Vodafone trying to reach out to me via phone and mail. They also mentioned that I can reach out to them from this forum, so I'm trying to answer their questions from here.

[canoski]

I can answer the questions Vodafone Customer Service has about my cancellation request from here. There's no need to call me from this number 0 800 5266625 since I'm not able to speak German. I'm looking forward to hearing from you.

[reneromann]

As already said: It's up to you to reach out to the customer service and notice them about faults in German language. If you can't do this and don't notify the support and agree in technicians checking and fixing your line, it won't work.

The first thing is to notify your provider about the fault - in the contractual language. And only if this happens, further steps can be done. As long as there is no notification to the support about the line faults and no technicians coming to fix the issue, you don't have a premature cancellation right, no matter what you state in your letter or not.

For a cancellation in general: As I already said - a regular cancellation is only possible to the end of the minimum term (e.g. after 24 months).

Anyhow, this does not mean that a premature cancellation could not be possible for an earlier date - but as already mentioned, special conditions have to apply and special steps have to be followed in order for a premature cancellation to be possible. If one of the conditions or one of the steps is not met, a premature cancellation is not possible.

[reneromann]

---

@canoski  schrieb:

I can answer the questions Vodafone Customer Service has about my cancellation request from here. There's no need to call me from this number 0 800 5266625 since I'm not able to speak German. I'm looking forward to hearing from you.

---

Just as a remark: This forum is NOT an official contact way - so nobody from the customer service will call you for threads being created here. And customer service won't write in this forum for things that you sent through a letter.

This especially means that any questions that the customer service at the hotline wanted to clarify with you won't lead to any reaction here.

Either you answer the calls (in German) -or- you don't. But nobody from the people there will read or write in this forum.

[canoski]

Sorry, are you one of the Vodafone customers or a person from Customer Service ? Because, I'm looking for answers from Vodafone itself. I already mentioned technical issue in the letter. A technician from Vodafone also visited our apartment and checked the issue and told one of my neighbours that I'm quoting my neighbour.

Es gibt eine Rückwegstörung. Statt 64 bit haben wir nur 1 bit, deswegen fällt das Internet immer wieder aus und deswegen die geringe Geschwindigkeit. Es gibt keine Lösung. Es sind uralte Geräte in der Nähe und deswegen haben wir ständig Signalstörungen. Das Gebiet ist riesig und ist unmöglich alles zu erneuern.

I mentioned this problem with the specific dates in the letter. I'm looking for an answer from Vodafone Customer Service because they're calling me and then sending me mails mentioning they have some questions about the cancellation. If you're a person from Vodafone Customer Service, I can accept your answer and find someone speaking German to reach out to Vodafone Customer Service as soon as possible, otherwise I'm looking for some answer from a person from Vodafone Customer Service. Because I've been told to send a letter to Vodafone, which I did then you're telling me to reach out to Vodafone again.

[canoski]

Then why do they direct me to this forum in this mail by saying

rufen Sie uns bitte kostenlos an unter 0800 52 666 25. Wir haben Fragen zu Ihrem Anliegen und konnten Sie leider nicht erreichen. Oder Sie melden sich bei unserer Community auf forum.vodafone.de ?

[reneromann]

You are here in a customers help customers board and not in a official support chat - so don't expect anyone from Vodafone to read and/or answer to your thread in here.

[Jana478]

Hello canoski,

The letter with the termination confirmation is out, the termination is deposited for June 2023.

What is the current situation with the connection, do you still have faults, if so which ones?

Greetings Jana