I recently moved into a new flat and communicated the move to Vodafone Kabel, who proactively sent me a new router for higher internet speed to be installed at the new location. I’ve been told that all I had to do was to plug it in myself at the new house. After a few hours without signal I called the support hotline. The lady did not speak English but ensured me that an English speaking colleague would get in touch shortly. The second colleague called me back and, after the situation was explained, I have been advised to let the router connected overnight since the process could still take some time. The next day the problem persisted and since then I have been unsucessfully trying to reach the support hotline. Most operators simply do not speak English and after saying “das ist eine deutschsprachige Hotline” refuse to proceed, some hang up the call when I try to make myself understood in my (poor) German, some transfer the call which eventually falls, some promise me a callback from an English speaker colleague which never happens. I cannot find a way of solving the issue and since I currently work from home this situation is very disruptive. Let alone the fact that I am still paying for a service I am not taking advantage of. Did someone here experience the same issue and would have any advice to share? Thank you!
