‎Trapped in provider-switch loop: Over 1 year of double billing on Glasfaser line

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Trapped in provider-switch loop: Over 1 year of double billing on Glasfaser line

vor 4 Tagen

Hello Telekom Hilft Team,

I am a foreigner living in Germany. I am completely overwhelmed, stressed, and financially drained by a severe double-billing problem that has been ongoing since May 2025. I am writing here because the phone hotline promised me English callbacks that never happened, and I cannot keep repeating this complicated story on calls repeatedly.

I have always had a Glasfaser connection. In April / May 2025, I initiated a provider change to Vodafone. Telekom even sent a technician to my apartment on May 6, 2025, to modify the physical hardware line, and sent a final completion SMS on May 12, 2025.

When I tried to manually cancel my old contract on the official Telekom website before that time, the system blocked me. After asking several questions, the portal explicitly stated that I should not cancel manually and that my new provider must handle the cancellation.

I followed your system's instructions. However, Vodafone failed to send the proper cancellation order. I have an official letter from Vodafone where they explicitly apologize and admit this failure from their side.

I followed Telekom's direct website instructions, yet I have been heavily double-billed for over a year for a Telekom service I do not use. My Telekom customer number is safely saved in my private forum profile.

Note on evidence: To protect my privacy, I have not attached my documents to this public post. I have the Telekom setup emails, the technician SMS logs, and the written Vodafone communication regarding this matter. Please also let me know on how can I securely upload these files to you in case you need them for review my case.

Could a team member please take over this case manually, retroactively terminate my old contract to the May 2025 technician date, and process a full refund for the overcharged months? This situation is very stressful for me as a customer and I sincerely request you to please resolve this matter because I have tried everything and this is my last option to contact you here.

Thank you for your understanding and support.

Letzte Aktivität

vor 12 Stunden

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Offizielle Lösung
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vor 14 Stunden
Hello @SwitchLoopHelp,

I do understand your frustration concerning this matter, so I want to clarify further why the solution I offered is all we can give you.

In the deployment document "Auftrag_O540216537.pdf" dated April 24, 2025, the text under the section "Danach" explicitly marks the workflow under: "Sie haben einen Anbieter-Wechsel beauftragt?". This confirms that from day one, this line migration was ordered and handled as a formal provider switch ("Anbieter-Wechsel") under the technical cooperation between Vodafone and Deutsche Telekom, not as a parallel second line.

What you are referring to is a document that informs you, that the fiber-socket will be installed on the 6th May, 2025. It is a confirmation of the appointment for that. For nothing else. The additional part you mentioned is the following, screened from the document directly:

The question "Sie haben einen Anbieter-Wechsel beauftragt?" and the following text contains a general information, no official confirmation of a provider-change. If a provider change is ordered, you receive an order-confirmation stating exactly that. And you also receive documents from the former provider, that also confirms that you leave, that confirms a termination-date and that we hand you over to Vodafone. Without such a confirmation, there is no such order.

Secondly you have mentioned that you haven't received, document that proves a mistake on Vodafone's site. Have you checked all attachments because attachment no. 5. 001962760705.doc_14_10_25_13_46_10 states as "You have informed us that, contrary to Vodafone's promise, your contract with your previous provider has not been terminated, which has now led to a double charge. I am very sorry that this error has occurred." I am not sure what other proof can there be of System Failure.

Furthermorre quoting this document you've sent me, please note, that in the very same document Vodafone asked you for sending them the confirmation of termination from Telekom. (Screen below)

This document is also no confirmation of a provider-change. Vodafone also needs proof from you, that an error has occured, so they can correct it. Of course one can apologize in advance, that is part of being polite in a service-job and in general. Such situations are always followed by an accurate examination of what has happened. Afterwards a decision can be made, if something has to be corrected, and what further measures need to be taken.

Deutsche Telekom's own field technician physically altered and activated the hardware profile on May 6, 2025, specifically to shift the line infrastructure over to Vodafone.

Yes, a Telekom technician came to set up the last part of the technology, because the Vodafone infrastructure uses parts of our infrastructure as well, which is stated in the doccuments you sent me. Totally fine. But still, this is no switch from one provider to another. In the future, it could also happen that you have an issue with your Vodafone-contract. And if the cause lies withing parts of OUR infrastructure, Vodafone has to get in touch with us, because we are responsible for our own infrastructure. But that's it.

Furthermore, your manual website loop actively blocked my independent cancellation attempts by explicitly printing that my new provider must manage the technical cancellation workflow.

You could have - at all times - used our termination form, provided online, to cancel your contract. But we never received such a form from you, nor did you call us to ask for help or simply ask for a termination. I am truly sorry I'm putting it so bluntly, but I want you to understand that the fault lies not on our side, because we NEVER received any information you wanted to leave us. That's why neither I nor my colleagues can and will terminate the contract to an earlier date.

This is the final word concerning this matter. I apologize for the inconvenience and ask for your understanding.

Kind regards

Louisa

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vor 12 Stunden
Hello Louisa,

Thank you for your blunt response. I am deeply saddened and hurt by, how this provider switch somehow becomes mistake on my part, where no one really guided me in a proper way. To correct you, I did call Telekom and never received an English call back which I have requested. Though this case is closed but if the calls are recorded then you know my phone no., please check the details of my call early this year on 15th May 12:22 PM for 22 mins 54 sec where I have explained same things to customer care executive to get support and if even possible remotely, please support my cancellation at least based on my last call details. I should have had followed up more and at a previous time. So, thank you for your detailed answer which helps me to understand the situation.

Though to be fair, I request you to please escalate a genuine proposal to Telekom to at least remove time consuming Q&A, from Telekom website and let customer self-cancel their contract directly for whatever reason, instead of misguided messages like the "new provider must cancel with Telekom" and better would be to directly guide and provide towards this form to cancel, which I was not directed to, after my Q&A session on Telekom website. This direct English guidance on website towards this Form, would have helped foreigners like me in the first try without complications. Sadly, I have no proof of my Q&A session. Another proposal to please include English Language on website and more English language support on cusotmer care call.

Just to clarify and not blaming but frankly, I did not voluntarily open a second parallel line but somehow, I landed up in this situation.

This entire situation has caused me immense stress and exhaustion. Anyways, I sincerely hope that Telekom will consider a human approach in future and show a genuine gesture of goodwill to help a loyal customer in best of capacity instead of forms and proofs and no value of human voice.

I wish you a nice day. I apologize if I have been more blunt, but I really needed to correctly and honestly put my thoughts as a cusotmer. This will be my final message regarding this matter and will wait for your last and final response with updated solution from you regarding my phone call proof (if considered). Thank you for your prompt responses and details Explanation so far.

Regards,

SwitchLoopHelp
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