Misunderstanding with new Contract/TV connect instead of second Smartcard

[kosti89]

Hello,

I am a Vodafone Kabel customer since many years and I receive the TV and HD Premium from Vodafone on my Smartcard from SkyQ. Everything works perfectly fine since many years. Today I decided to order an additional smartcard for the Ci+Modul for my other TV. I entered the serial number of my Ci+Modul and it was clearly indicated that I do not need to pay additional money for this option I selected. However, I just received an email from Vodafone with a new contract:

19.99 euros (monthly?) for Vodafone TV Connect

49.99 euros additional fee

I really do not understand! I already pay for Vodafone Basic (3.99)+ Premium HD (9,99) each month. I really tought that having a second Smartcard was free of monthly charge. If it is the case that for this additional SmartCard I have to pay additionally 19.99 euros per month I would like to definitly cancel what I ordered today.

I really hope someone helps me here, as my german is not good enough for a phone call. Thank you so much!

Best,

Kosti

[Torsten]

What federal state are you from? Do you already pay for the cable connection (TV Connect) via the ancillary costs?

[kosti89]

From Hamburg. And I already pay the cable connection via the ancillary costs. It was strange to see that I need a  TV Connect when I already have the cable connection on the flat...

[Torsten]

Then you can book a second ticket that contains the private ones in HD (BasicTV). This costs you €29.99 for activation and €9.99 for shipping.
The prerequisite is, of course, that you have your own CI+ module and state the serial number when ordering. If this is not the case, a CI+ module must be booked for €3.00/month.
Unfortunately, as far as I know, this is not possible in self-service, you have to contact customer service (note: hotline only in German!) or you wait until a mod can contact you here. But that can take a few days.
If you have already ordered the other contract, send an email to kabel-widerruf@vodafone.com immediately and cancel the order.

[Stephan]

Hi kosti89,

we can have a look on that.

Please send me a private message with the following information:

- your full name

- your full address

- date of birth

- customer number

- e-mail address

- the link of this thread

Please reply here when you have sent the private message.

Regards

Stephan

[kosti89]

Hello Stephan,

i just sent you a message. 
thank you so much for your help and best,

Kosti

[Lars]

Hi kosti89,

I have had a look at it. You have moved in 2019. There is no contract with your landlord at the new address. Therefore, each household has to sign a TV Connect contract themselves. Your previous contract is currently tolerated, but TV Connect is automatically booked with a new booking.

Best regards

Lars

[kosti89]

Hi Lars,

Thank you very much for your reply. Does that mean that from now on is it mandatory that I pay the additional 19,99 euros per month for the TV connect or can I let the contract without any change as it is at the moment?

[kosti89]

Could you please cancel the contract for the additional Smart Card and TV connect? I would really like to keep everything as it was before ordering this new card. 
thank you for your help

[Stephan]

Hi kosti89,

okay we will then cancel the new TV-subscription. You'll get a confirmation for that soon.

Regards

Stephan