problems with Cable internet

[Basit]

Hi there, 

I live in Garmisch-Partenkirchen, Archstr.***.  For years i have complaints with vodafone connection. But nobody ever responded my emails, i tried to book appointment with technician but no technician/vodafone personnel ever got back to me. Recently i had an issue and i sent email expecting that again nobody would respond, but fortunately some good guy instead of a robot was sitting on the other side and he/she gave me this link for contacting vodafone for english speaking customers.

In addition to my slow and very short range vodfaone connection (the signal drops even 20 feet distance from the router) my recent issue is that a few days ago a vodafone personnel came to my home, he told my wife that the router needs to changed because it is 100 k and we will get 250 k router without any extra cost.  My wife took it as a pleasant surprise. The vodafone guy got her signature as acknowledgement that we agree to upgrade. Later in the day i got an email from vodafone that says( as what i understood in the translation) that we have subscribed TV package and now we have to pay 10 Euros per month additional for the tv channels and we have 2 years contract for this new package. Please see the attached file.

I still can not believe that the vodafone guy has really sold us the tv package or it is just a misunderstanding on vodafone or our part,  and it is actually  what he said that is upgrade to 250 k without extra cost.

I would appreciate if somebody could explain as what is the ground situation with regard this issue.

Thanks

Basit 

Edit: House number and attachment with personal data deleted. Lars

[Wallace]

Hi Basit,

I would like to look at this in the system. Send me your customer data (name, address, customer number, birthday) in a private message and then let me know here that you have sent the data.

Regards

Wallace

[Wallace · Accepted solution]

Hi Basit,

You can still cancel the GigaTV app within the next 10 days. A cancellation form was enclosed with the order confirmation.

Because of the problem with the Wi-Fi, I would like to exchange the router. Is that OK?

Regards

Wallace

[Basit]

Dear Wallace,

Thanks for the reply.  I have already sent the cancellantion form for GigaTV to vodafone by postal mail. 

I will certainly  retain the  upgraded internet and will be happy to exchange the router.  The vodafone guy who visited my house,  promised that the new router will arrive by  Wednesday (07.07.2021) , unfortunately, it did not arrive until now (09.07.2021). I would greatly appreciate if you could follow this up.

Many thanks,

Basit

[Martin59]

Hello Basit,

I have just initiated the exchange. The new device will arrive in the next few days. Connect it as usual and then send the old device back to us.

Many greetings, Martin

[Basit]

Dear Martin,

Many thanks. Hope i will get the new router within the next couple of days.

Just wondering if i need to return the old router? If yes, where should i despatch the old  router?

Thanks again and have a great day.

Basit

[pRo-Marco]

Hi Basit,

in the package of the new router there is a return-paper. Please send the old one back with it.

Kind regards

Marco

[Basit]

Dear Marco,

Thank your very much for processing the order. I received the new router. I installed it and it is all working fine. The internet speed is also good mostly 250 +

I will send the old router tomorrow to vodafone.

I am happy with the solution of my query. You may like to  close this issue/ticket.

Thanks again for all your help and support.

Basit

[ERFD]

Hello Basit,

Thank you for your feedback. We will close your contribution with this.

Best regards Fred