Vodafone (Germany) Customer Service Issues

Dear Members, I am writing to address an issue I have been experiencing with my Vodafone Red Internet & Phone 50 DSL service. Last month on 12.12.[redacted], my internet connection suddenly stopped working. It appears that my EasyBox [redacted] router is malfunctioning as it is not responding despite several attempts to reconnect. I contacted Vodafone's hotline and scheduled a technician visit for 16.12.[redacted], but they did not show up. After rescheduling, a technician came on 21.12.[redacted] and confirmed that my router needs to be replaced. Despite their report, I have yet to receive any update on the replacement router. This ongoing outage has left me without internet and TV services. I am concerned about the delay in resolving this matter while still having to pay my bill as usual. Thank you for your attention to this matter. Best regards, Dubravko Nenadić Johann Strauß strasse 8a [redacted] Vaterstetten

In November [redacted], I signed contracts for phone and internet services for two years. Recently, I canceled the contract on 13.08.[redacted] to avoid automatic renewal after the initial two years, and I have the cancelation documents. The issue now is that despite canceling, I am still being billed for the services. Additionally, the cancelation email states that I will be charged until November [redacted], which means an additional year of charges. This situation is both inaccurate and unfair.

Dear team, I regret to say that I am dissatisfied as the contract was in German, and I could not understand it. During our meeting, I was under the impression the contract was for 2 years, but no one mentioned I needed to inform about cancellation afterward. To my surprise, I received unexpected charges, including payment for a telephone device, which seemed unfair and costly. I kindly request a review of my case and a refund, particularly for the charges related to the telephone device. I am at your service. Regards, Christakis L. Tel [redacted] P.O. Box [redacted] - [redacted] Pissouri - Cyprus

I have some questions about my Vodafone services. I cancelled two numbers, but I'm still receiving emails and received a bill a month after the contract should have ended. When I called, I was told I have 3 additional numbers on my account but couldn't get more information. They said the service providers would contact me, but they didn't. I've moved to another country, don't use the numbers anymore, and cancelled the contract a while back. The numbers are now active as pre-paid, causing a lot of confusion. I feel frustrated and taken advantage of. I just want this situation resolved. I need to know which numbers are still active and if the cancelled contract is truly cancelled because I can't get a clear answer. Thank you for your assistance.

I recently canceled my Vodafone contract due to poor upload speeds and internet connection issues, with the contract ending on July 15th. On July 13th, two days prior to contract end, I decided to give Vodafone another chance and ordered their Cable Max tariff online. Last Monday, on July 18th, I received an email to return the router, which I promptly did. Assuming my contract expired and not hearing back for eight days, I proceeded to sign up with O2 for internet service. Unfortunately, yesterday I received an email from Vodafone stating a technician will be setting up their internet. I am now concerned about potentially having two active internet services and wonder if I can cancel the order with Vodafone. Thank you.

My phone was stolen in Brazil on August 19th around 16:30 MET. I would like to block the SIM card or the entire device. We managed to block the SIM card with PureMobile, an Apple representative in Brazil, who is located at an Apple iPhone shop in the International Mall in Sao Paulo, close to airport GRU. They are currently working on closing the entire phone, and this process will be completed by September 18th. They mentioned something about an "Account Recovery" (I will regain my Apple password according to the email so I can potentially block it myself), does that sound correct? Additionally, I wanted to ask about my confusion regarding PureMobile handling the SIM card blocking while my bills are with Vodafone (customer number: [redacted]02). I appreciate a brief explanation. Thank you. Sabine K.

I would like to report an issue I had at the Vodafone shop located at Augustenstr. 63, [redacted] Munich where they mishandled my transaction. I visited the store to purchase a prepaid sim card and was charged an incorrect activation fee of 40 euros, which was not the actual price. I was only offered the option to pay in cash and was denied a receipt for the payment. Unfortunately, being a tourist, I believe the staff took advantage of me in this situation. After seeking assistance from Chinese-speaking Vodafone customer service, I discovered I had been overcharged. The activation fee should not have been 40 euros. I specified that I wanted the flat s plan, but he failed to set it up for me. To rectify this, I had to pay more after consulting Vodafone customer service online. Additionally, the staff misled me by claiming the sim card could only be activated in-store, which I later found out was false as it could be done online. Despite being told by the online service that a receipt could be reissued, he refused and suddenly cited language barriers.

Our internet speed has been extremely slow for the past month, reaching a maximum of 1 Mbps. Following an issue with our old router, we visited the Vodafone office in Heilbronn to request a new code for reconnecting. Despite receiving documentation, we were unable to access the router to input the code. Subsequently, a new router was dispatched, and we returned the old one. However, due to my roommate's recent divorce and change in surname, the package got lost in transit. We are seeking assistance to resolve this matter promptly. It is crucial for us to have a stable internet connection with a speed of [redacted],[redacted], as per our contract for cable internet.

Good Morning Vodafone, Please send all account-related emails to my email address instead of Ms. Mohr. Thank you. On August 25th, I canceled my account with Vodafone, as shown in the attached picture. That same day, I handed over my WiFi router to a male associate at the Vodafone Shop (Trierer Str. 7, [redacted] Wittlich, Germany). He assured me that he would forward the router to the necessary parties. Please contact the store as they have the router as of August 25th. I no longer reside in Germany and do not have immediate plans to return. Kindly respond in English if possible, as German is not my native language. Thank you.

I, Venktesh Soni, a resident of India, moved to Germany for studies in March [redacted] and obtained a Vodafone contract for 2 years. Due to family reasons, I had to return to India earlier than expected. Currently employed in India with no plans to return to Germany, I find the phone number unnecessary. I wish to cancel my contract for the postpaid plan, as 20 euros are deducted monthly. Kindly assist in closing the contract associated with the phone number +[redacted][redacted]. Thank you.

Dear Sir or Madam, I am writing to urgently request assistance. We ordered home Internet on November 14th but have not received the router or a contract. Despite multiple unsuccessful phone calls and a visit to your office yesterday where we were denied help since the order was placed online, we have received a bill with no service or router. Please promptly send us a router as Internet is crucial for my work from home. I apologize for any errors in my German, as I am still learning. Please confirm and send it to DHL Office, DHL Packstation [redacted]. Thank you, and I hope this time we can finally have a router and service. Regards, Dimitrinka Hinkova Main Street 56, [redacted] Ludwigsburg

Hi, I'm Yashaswini. I canceled my Vodafone Internet prepaid contract on September 30, [redacted] and returned the router. Despite this, I continue to receive bills for October, November, and December for a service I no longer have. Kindly address this issue promptly and process a refund for the overcharged amount. Account: [redacted]07 Service: Red Internet & Telefon [redacted] Kabel U Address: Bonhoefferstrasse 13, [redacted] Heidelberg, Germany

Upon leaving Germany two years ago during the pandemic, I hastily departed and believed I had terminated my Vodafone prepaid CallYa sim card along with its recurring auto-top up. Regrettably, I lost access to my German bank account during that period. Today, upon finally regaining access, I discovered that Vodafone Germany has continued to charge me 20 euros monthly for the past two years despite my inactivity. Unfortunately, I am facing difficulties logging into the Vodafone app as I do not receive the email notifications for password resets and am unable to receive text messages on my old Vodafone number. I discarded the old SIM card assuming I had canceled it. I seek assistance in canceling the auto-top up and, if possible, obtaining a refund for the accumulated charges. Language barriers add complexity to resolving this matter.

Dear Sir/Madam, I am using my Indian Vi (Vodafone idea) Number, +91 [redacted], which I had recharged for roaming. Currently, I am experiencing an issue with registering on the network. Even though the tower signal shows full, my device is not registering on the network. I have attempted to resolve this by removing and reinserting the SIM card multiple times, but the problem persists. Interestingly, when I tried using my Airtel SIM card, it registered on the network without any problems. I kindly request your assistance in addressing this matter so that I can successfully register on the network and receive my OTP. Thank you, Rakesh Kr. Singh (+49 [redacted]3)

Hello, I accidentally subscribed to the CallYa Smartphone Allnet Flat instead of checking other tariffs on the MeinVodafone website. It seems that my original tariff, CallYa Allnet Flat S, will be automatically canceled next month. I tried to switch back to Flat S by myself in the "kundekonto"-"mein tarif"-"oeffnen"-"details & andere tarife" section, but I couldn't find the option for Flat S. When I attempted to select Flat M, I encountered an error message. Could you please assist me in restoring my original tariff to Flat S? Kindly keep me updated via email as I do not speak German and prefer not to be contacted by phone. Thank you for your help!

Hello, my name is Dana Mora. Six months ago, in August [redacted], I left my home country at night. I have been without a phone or internet since then. I left my device with the owner. Could you please close and end it for me at the last address I provided? I haven't paid, so I want to clarify that. I am in another country now, someone else might be able to use that internet. Unfortunately, I forgot to provide my last address, it is in Göttingen [redacted].

My name is Ettoree R., and my customer number is [redacted]07. I left Germany in September [redacted] and returned the Vodafone device (device number 3cb74b2ee754). I received confirmation from Vodafone that the device was received on 13.09.[redacted]. I still have the notification: "Your customer account will soon be deleted. Please return borrowed devices to us." But I have already sent the device back. I have paid until December [redacted], then I closed my bank account in Germany. Could you please check and eventually close my account? Thank you.

Dear Sir/Madam, I am reaching out regarding an issue with the pin code on my sim card. After entering the wrong pin code three times, I am now locked out of my sim card. Although I now know the correct pin code, I have exhausted my attempts. I urgently need to resolve this matter as I need access to my phone promptly. Please contact me at your earliest convenience. Thank you, Best regards, Elizaveta M.

The homeowner agrees. I have been living in this house for years and have been a Vodafone subscriber all these years. The cable in my house is for Vodafone. How do you explain that the owner of the house did not allow it? Maybe there is a mistake on your end and not on mine. Please come and install the internet for me at home. I have been waiting for a long time. Customer Number: [redacted]81 Waseem Z. [redacted][redacted]

I subscribed to Vodafone Internet using Customer number [redacted]04. My date of birth is the 16th of July, [redacted]. When I moved into my apartment, the internet was under the earlier tenant's name with o2 as the provider. I subsequently signed up with Vodafone in December [redacted] to have the service in my name. Now, I am leaving Germany for a year-long internship in the UK and have sublet the apartment to other students. The new tenants want to keep the existing internet service, so I need to cancel my Vodafone subscription. I kindly request guidance on how to proceed with this cancellation. Additionally, I ordered a Vodafone router that I couldn't pick up as I was abroad. The delivery is pending. I have already paid for it and would like it sent to my address promptly. I understand that the router delivery and contract cancellation are separate matters that can be handled independently. Your assistance in this matter would be greatly appreciated, as it will help me manage my expenses while studying.