Very slow connection

[JimmyW]

Hello,

I have many requests, due to many unresolved problem, but this is the cherry on top, that makes me finally write this request. We tried earlier calling various phone numbers, being redirected until the waiting time would never end.
- I have a subscription "Internet & Phone Kabel 200" that we successfully moved from Dresden to Munich, and until the beginning of the year, we had a reasonable Internet speed (about 70 to 80 Mbps). Now this is sometimes down to 1 Mbps or even further down to 0.02 Mbps. According to the latest tests on speedtest.net, without the IP address:

- 01/10/2022 22:09 GMT 0.02 0.55 976 Garching 0 multi 4
- 01/10/2022 0:37 GMT 0.98 0.66 9 Munich 0 multi 4

- 01/10/2022 0:22 GMT 1.01 0.63 27 Rosenheim 50 multi 4
I tested using an ethernet cable to ensure the problem was not related to the WiFi.

It is unusable, I could barely connect to this website, let alone work from home!
Please fix it, and I expect a refund of the month bill.

- When moving from Dresden to Munich, a new customer number was given, and we never received any password or activation whatsoever. I can connect with my former account number to vodafone.de, but I could not register the new one.

- When checking for my subscription, I just realized that I am paying 3.99€ for a "Sicherheitspaket 2er Lizenz" that I have no idea about! What is this about?

- Finally, we were already fed up with the very poor customer service (especially not being able to cancel our contract since we could not use it for 6 months), so we stopped as soon as possible (nearly a year after the time we wished). Could you please confirm that our contract will be over by the end of February 2022?

Thank you.

[JimmyW]

The connection is still restricted, and today even lower than ever (0.36 Mbps)!
It is interesting to see that I have less answers after paying than before!
Please
- remove the restriction

- confirm the date of the contract termination that we requested to cancel last year.

It has been this way for more than a week, preventing any remote work. It appears that you need me to get my lawyer involved in this topic as well.

[pRo-Marco]

Hi JimmyW,

no payment has been received yet. The connection will be automatically unblocked as soon as the outstanding invoice has been balanced.

Kind regards

Marco

[JimmyW]

Hi Marco,

I sent you a private message.

Regards,

[JimmyW]

The restriction has been removed, thank you.
Would it now be possible to get access to the account with the new customer number so this problem does not happen again, and have the termination date of the contract?
Thank you.

[Nancy · Accepted solution]

Hello JimmyW,

nice to hear from you.

I sent you an activation code by e-mail. Check your spam folder too, sometimes it ends up there. Let me know when you have everything set up.

Best regards

Nancy

[JimmyW]

Hi Nancy,

Thank you. I tried following the link in the email and using the given code, and when logging, I have the following error:

{"operationError":{"type": "com.uxpsystems.mint.framework.commons.exception.ObjectNotFoundException","code": "500","message": "com.uxpsystems.mint.framework.subscription.model.Account[name:de.vodafone.account.accountNumber, value:MYEMAIL]"}}

[JimmyW]

Additonally, as already asked several times, please confirm the termination date of the contract.

Regards,

[Lars]

Hi JimmyW,

you must to register with the activation code first. Please go to https://www.vodafone.de/meinvodafone/account/registrierung/aktivierungscode and enter your customer number and activation code.

The termination is penciled in for 03/14/2022. I will send you a new confirmation for the new customer number.

Best regards

Lars

[JimmyW]

Hello Lars,

Thank you. Finally all my answers.

Thanks again to you all.

Regards,

[Nancy]

Hello JimmyW,

I'm glad we could clarify everything.

I'll make a lock in front of it here then.

Best regards

Nancy