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.

[Claudia]

Hello JimmyW,

I would like to check your connection. Please send me a private message that contains your customer number, the name and birth date of the contract owner and the complete address. Reply here again after you sent the PM.

Kind regards,

Claudia

[JimmyW]

Hello Claudia,

I sent you a private message.
Thank you.

Best regards,

[ERFD]

Hello JimmyW,

please leave us some current tests, because the ones you sent are already a few days old;) Gladly distributed over the day. Over the day, the values in the upstream sometimes fluctuate very strongly and the modulation goes down. Only at night there is no movement visible.

Best regards Fred

[JimmyW]

Hello Claudia,

I cannot send test during the day since I cannot remotely work with such a poor connection. It has been now 2 weeks, without any improvment:
TEST_DATE TIME_ZONE DOWNLOAD_MEGABITS UPLOAD_MEGABITS LATENCY_MS SERVER_NAME DISTANCE_MILES CONNECTION_MODE SERVER_COUNT
01/15/2022 2:40 GMT 0.94 0.77 11 Garching 0 multi 4
01/14/2022 0:29 GMT 0.98 0.76 22 Kufstein 50 multi 4
01/13/2022 20:06 GMT 0.94 0.75 24 Kufstein 50 multi 4
01/12/2022 21:53 GMT 1.04 0.64 26 Rosenheim 50 multi 4
01/12/2022 1:30 GMT 0.79 0.77 23 Rosenheim 50 multi 4
01/12/2022 0:08 GMT 1 0.77 25 Rosenheim 50 multi 4
01/11/2022 19:55 GMT 0.64 0.62 125 Kufstein 50 multi 4
01/11/2022 1:33 GMT 0.96 0.68 23 Rosenheim 50 multi 4
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

We are far from any speed specified a contract. I would like a refund of this month and a cancellation, since I cannot use the connection.

Regards,

[Jens]

Hello JimmyW,

the connection is slow because you haven't paid a single bill in Munich yet. Therefore, we cannot make a refund, as the fault is not ours and therefore the contract is not cancelled.

So pay the bill first so that we can help.

You have already received information about the bill.

Regards

Jens

[JimmyW]

Hello Jens,

The problem, as stated in my message, is that I cannot pay, since I never

received the password for the new customer account number.

I unblocked the withdrawal from my bank more than a month ago, in order

for the money to be taken directly from my account.

Could you please send me what I need to log in to this new account

number, remove the restriction, and send me the bill to pay?

Thank you.

Regards,

[JimmyW]

I verified in my email: I confirmed that I had request to pay, and I cannot access the "new" account associated with my new address, only the old one. I was never sent any password.

No attempt to withdraw from my account is visible on this new account billing.

[JimmyW]

Could you please remove the restriction and send me the details so I can pay?

Please indicate as well when the contract cancelation will happen.
Thank you.

[JimmyW]

Thanks to my partner, we managed to pay via bank transfer, which was before not needed.

Could you please verify, remove the restriction, and give us the contract termination date?

Thank you.