No internet no help whatsoever

[patyplaja]

Hi there, 

I recently started my contract with vodafone for cable internet. At first the internet box didn't work, so I got sent a technician last friday. The guy basically couldn't fix the issue and he left a hole in my wall with cables just coming out of it. No solution, no help, no nothing. I called the customer service hotline and no one could speak english therefore no one could help me.

I just moved to Germany and this has been a really bad experience that makes me want to cancel my contract and move with another company who can provide a faster solution for me.

Writing this with the last hope someone can help me before I cancel this contract and go somewhere else.
In desperate need of a technician and a solution as I work from home.

[reneromann]

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@patyplaja  schrieb:

I recently started my contract with vodafone for cable internet. At first the internet box didn't work, so I got sent a technician last friday. The guy basically couldn't fix the issue and he left a hole in my wall with cables just coming out of it. No solution, no help, no nothing. I called the customer service hotline and no one could speak english therefore no one could help me.

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Sorry to say - but you are living in Germany and sole contractual language is German. Same applies for the service language - so in case you are not able to speak German at a sufficient level, you'll need to get a translator on your own expenses.

Secondly: You'll need to call and get a technician to fix it and/or report if he is unable to establish the connection. It's not up to you to decide what to do as you have concluded a legally binding contract with Vodafone.

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@patyplaja  schrieb:

I just moved to Germany and this has been a really bad experience that makes me want to cancel my contract and move with another company who can provide a faster solution for me.

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There won't be "a faster solution" at all - even if you'd opt for a DSL line, it'll take another 4..6 or even 8 weeks until this line will be set up.

Despite this, your first chance to cancel the contract is at the end of the minimum contractual term - which usually is 24 months from the day you sign the contract.

[ERFD]

Hello patyplaja,

has the technician said anything? Will he come back again or is a connection currently not possible via the house wiring? We will be happy to take a look at your connection and the history. Please send us the customer number, name incl. address and date of birth of the contract holder via private message.

Please write here briefly when the data has been sent.

Best regards Fred

[patyplaja]

Was looking for a solution but I'm pretty sure your answer was not it 🙂 thanks though, I'm well aware about where I moved I was hoping someone could give me a hand.

[patyplaja]

Thank you so much for looking at my case. Just Private messaged you with all my details. 

[ERFD]

Hello patyplaja,

According to the technician, the signal in your apartment is very poor and he needs access to the neighboring apartment. For this purpose he is in contact with the janitor. The colleague has not finished with your connection yet. That is why he left it like this. As soon as an appointment with the neighbor WE 003-002 could be arranged it goes on.

Best regards Fred

[patyplaja]

Hi Fred,

Thank you so much for looking into it. I just spoke to my neighbour and I was wondering if I could have a technician coming over next Wednesday morning (Any time between 9:30 am -12:30) or next Thursday morning? Thank you again.

[patyplaja]

Hi Fred, I privated messaged you regarding my request.

I was wondering if you could please look at it, Thank you so much

[Wallace]

Hi patyplaja,

You must make the appointment directly with our technicians. I will send you contact details via private message.

Regards

Wallace