Slow Internet Connection paying for 1000MBit but getting 10Mbit !!!

[aykcel]

Hi, 

Before we go, I already called 0800 172 12 12 and they redirected me here to write my problem. 

Every evening after 19:00-20:00 my internet connection is dropping around to 10-50MBits and I can not get a constant internet connection. This is like this for the last 6-8 Months. I tried calling and complaining but not one in customer service is actually speaking English and leaving me no way to communicate. 

Currently I am paying around 50EUR each month for 1000Mbits but not getting it. Even during the day it is at most 600-700Mbit. And in the evening it is 10-50Mbits. This is far more less then I am paying for.

If you think this is not true or would like to see a proof, I am attaching an evidence of own vodafone speed test results for various days.

Therefore I am asking for a refund for the internet speed problems for the last 8 months or cancellation of my contract. Maybe both if this is not going to be solved.

I tried creating a maintanence ticket but no luck! Nothing has changed and ticket got solved in a magical way!!!

Thanks,

[reneromann]

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@aykcel  schrieb:

I tried calling and complaining but not one in customer service is actually speaking English and leaving me no way to communicate. 

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Getting a translator is up to you - obviously on your own expenses as you signed a contract which contractual language is solely German. This also means that support is given in German only - support in other languages than German is given on a best-effort base, which also includes that there might be no support in other languages than German at all.

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@aykcel  schrieb:

Therefore I am asking for a refund for the internet speed problems for the last 8 months or cancellation of my contract. Maybe both if this is not going to be solved.

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It doesn't work in that way - it's your contractual obligation to report any issues in time - and "in time" does not mean after 8 months. So you won't get any refund for times where there was no ticket open and/or you even didn't notify Vodafone about your issues.

You may get a refund for future times after you submitted your issue - obviously in German language, as German is the sole contractual language and thus also sole support language.

And just as a side note: Wireless connections won't be able to serve you full speed - just due to the nature of wireless connections. There's too many things that can distort the wireless signal and as such you would notice a bandwidth drop even though this is not related to the internet connection but to your local wireless network. Therefor speedtests have to be done (and this is mandatory) by using a PC with a wired connection to the router.

[aykcel]

Thanks for the reply, even though it is not helping for any of my problems at all.

For the obvoius facts, I know that the contract is in German and the only supported language is German. But I am actually questioning the "best effort base" statement here. Even when I asked for transfering my call to a English speaker I got a negative answer. The impression I got is that, the vodafone customer service doesn't want to be in problem solving side, they just want to postpone the problems until the customer gets desperate and just accepts the fact that paying the full amount for a service that is available %50 of the time. 

Now when it comes to my complaints, I don't know if you read the full thread but there is a section where I talk about opening tickets and they being solved macigally without any improvements on my service or any solutions for my problems. Obviously those tickets were not 8 months old but they were opened around two months ago. It also took some time to find a customer service agent to help me create that ticket.

About the side note, please check the screenshot that I sent if you have not. There is a column there that shows the speed that my modem is getting. My modem is connected to infrastructure directly with a coaxial cable and even there the speed is %30 percent of what is promised. My modem is not some kind of custom modem. That is the one provided by vodafone.

And my side note for future readers of this thread, in your contract there might be some statements to justify these kind of problems in exceptional occurrences but know that they might be REALITY as it is in my case right now and expect to get very little or no help from customer service if you are not a proper german speaker.

[reneromann]

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@aykcel  schrieb:

For the obvoius facts, I know that the contract is in German and the only supported language is German. But I am actually questioning the "best effort base" statement here. Even when I asked for transfering my call to a English speaker I got a negative answer.

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You have a wrong understanding from what "best effort" means. Best effort means: If the Call Center Agent is able to speak English, he may help you in English - but if the agent does not, there is neither a special option you can (pre-)select to get an English speaking agent nor is there any possibility for the agent you got on your call to transfer the call to another agent that speaks English -- as English is not mandatory for the agents.

And as call centers are widespread, there is also no option for "Hey guys, I got an English speaker here, who can take over"-call into the room...

And as I already said - it would be up to you to get a translator on your own expenses in case you cannot communicate your problems in an adequate way in German language.

[aykcel]

I don't know if you could follow, in my previous two messages I wrote about creating a ticket. That was done via a successfull communication between me and a customer service agent. But the problem is: the ticket got solved after a couple of days without any improvements or solving my problem. Now what you are suggesting is to find a translator and repeat the same steps until my problem is solved. This doesn't make sense to me. Because trying the same thing over and over and expecting a different result is completly out of sense. 

It seems like I am still being pushed to accept paying a full amount for a limited service with some kind of excuses. I guess this is a common sense. I am not interested in discussing the whole vodafone customer service strategy. I honestly don't care. I kindly ask you to stop deviating the topic from the obvious problem which is getting %10 for a service that is stated to be 1000Mbits. 

[reneromann]

In case you haven't noticed - you are here in a customers-help-customers board - and if you're yelling around, I doubt there will be any help at all.

[aykcel]

Yelling ? I don't know how did you get that impression but I guess bold texts were the problem. Bold texts are the points that I'd like to focus it is not about reflecting some kind of emotion. 

Anyways, this far from help and just pushing an agenda is not defined as a solution or help. That is why I'd like to create focus using text styles. 

Thus, I will stop answering you from now on as your purpose seemingly was to push some unrelated info to obselete the problem.

[ERFD]

Hello aykcel,

without a ticket created so far about the problems in the evening hours, we do not refund retroactively. Please leave a current speed test in the morning and in the evening directly via LAN on the modem here. We will gladly take a look at your connection and the problem. Please send us the customer number, name incl. address and date of birth of the contract holder via private message.

Write here briefly when the data has been sent. Currently it takes a few days until we are back in the post 😞

We wish you a happy new year.

Best regards Fred

[FamBitsch1]

Only for completeness: the speedtest in the first post shows modem speeds of about 250 MBit/s, that is 25% percent of the speed booked.

So despite the fact the end connection being wireless and the problems of language, there is a technical problem.

[aykcel]

Hi, 

Sent out the private message. As I said in the message, I don't have necessary accessories for LAN cable connection but feel free to take the router speed as referance. Even a slight improvement there would save my day here. 

Thanks for answering.

Best regards,

Aykut.