Old contract doesn't work at the new address

[MaksSh]

Hello dear community,

I have faced a difficult situation with my cable connection. I have a contract I used in Berlin for around 5 years already. Yesterday I moved to Stralsund, and before that, I ordered to move my internet connection to a new address. I have received an email from Vodafone that it's all good, I only need to connect the router to DSL, and the connection will be established. Didn't happen.

I tried to restart the router and make some magic with WPS, but nothing helped. I tried to connect via LAN with no success. The browser redirects to https://kabelmodemaktivieren.vodafone.de/ and this page doesn't load.

I have called the support many times and they tried to help, but that was mostly useless. Also, some of them couldn't find my contract number. Once that happened, I opened my Vodafone account and found a message saying that my contract ended ad I have to send the router back. But! After this message, it was said that if I didn't finish the contract, it is all good. I am really confused.

I need help with this situation. I think I have tried everything. And as not a native speaker, it's quite hard to talk to support and get real help, even though they all are very nice and friendly.

[J0hann]

Hi @MaksSh,

please contact our customer service via these contact channels. I suggest one of the social media channels.

My friends will help.

BR J0hann 

[MaksSh]

Thanks @J0hann!

I will wait a bit more in case the activation code comes and will fix the problem.

[RobertP]

no activation code nessesary for a rental device

activation takes place automaticly

problem is that the router is not associated to your current contract

[MaksSh]

@RobertP how can I associate it? And, I didn't get any contract update. I was told that I can just put the cable to the socket and that's it.

[RobertP]

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@MaksSh  schrieb:
how can I associate it?

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you can't associate the router to your contract, only Vodafone can do this

as @J0hann already wrote try these contact channels:

https://forum.vodafone.de/t5/Vodafone-News/Dein-Kontakt-zu-Vodafone/m-p/1912292#M10954

support in english is available via Facebook, X (formerly Twitter) and WhatsApp

[MaksSh]

The WhatsApp contact is TOBI, which is super useless. Could you tell me where to send a message on the FB page, please? There is no message box or something,

[RobertP]

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@MaksSh  schrieb:

The WhatsApp contact is TOBI, which is super useless

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you have to overcome the Tobi bot with tags like "Kundenbetreuer"

after a while he'll give up and pass you to a real person

[MaksSh · Accepted solution]

Eventually, I got a call from Vodafone and 2 days later a technician came and set up everything. The problem is solved.

Thank you everyone!

[Kurtler]

Then I'll close the thread here.

Best regards Kurt