Incorrect Billing and Missing Discounts for Combined Mobile and Home Internet Plans

[pii1]

Hi Vodafone Community,

I’m facing an issue with my Vodafone billing, and I hope someone can help clarify or provide guidance on this.

On July 24, 2024, I switched to a postpaid mobile plan with Vodafone and simultaneously started a home internet subscription linked to this plan. But, my home internet only became active on September 9, 2024. My total monthly fee is supposed to be 34 euros—20 euros for home internet and 14 euros for my mobile plan. I was eligible for a 10-euro discount for subscribing to both services together, and I also receive an additional discount because I’m under 28.

However, my mobile bill from August 8 did not reflect the 10-euro discount for having both services. After contacting customer service, they told that the discount was not applied because my home internet wasn’t active yet, but they assured me that the missing 10-euro discount from August and the September discount (total 20 euros) would be credited in my September bill.

On September 6, my latest mobile bill was issued, showing an amount of 24.25 euros. I was expecting to pay 14 euros for my mobile plan, and I also expected the missing 10-euro discount from August to be applied, meaning I’ve been overcharged by 20 euros in total. I still cannot see my home internet bill on the Vodafone portal, so I’m unable to check if the correct discounts have been applied there.

Has anyone else experienced a similar issue? What would be the best way to resolve this and ensure the correct discounts are applied? Since I am not in Germany currently, I am not able to call Vodafone Customer Service and I couldn't find a way to reach them via email.

Thanks in advance for your help!

[Pierre35]

Hello @pii1,

thank you for your message. The GigaKombi discount can only be set up once your second contract has also been activated. Unfortunately, this is not possible before then. As your message says that your Internet contract will be activated tomorrow, please contact our WhatsApp-Team when the contract has been activated. We will then set up the GigaKombi discount and you will receive a text message from us when it has been activated.

Best regards
Pierre35

[pii1]

Hi @Pierre35,

Thank you for your answer. Sorry for typing mistake, it was 9th of August. So it has been 1 month since the home internet has been activated, and I did not receive the discount yet. That's why I said I've been overcharged by 20 euros in total. 

Best regards

[Peter_Co]

You get a text message when the combination discount becomes active. If you don’t receive that text message within 5 days of both combined contracts being activated, you have to act yourself to start the activation, and there will be no refund for the missed time. As @Pierre35 said: contact support via WhatsApp (support in English is available there).