CyberSW

THEY are the ones who need to find a solution for you.

Ne, Vodafone ist der neue Anbieter, Telekom der frühere. Und wenn Vodafone es verpennt zu kündigen, dann muss sich der Vertragsinhaber darum kümmern.

@SwitchLoopHelp, this sounds like a lot of misunderstandings happened.

At first cancel your old contract at Telekom asap. Use this form: https://www.telekom.de/kontakt/kuendigung 

It is right that it is recommended that your new provider should cancel the ongoing contract for you as there are special regulations on the handling. To do so the new provider needs to know at the time of order that you are coming from another supplier. Yet, as you are the contracting party responsibility of cancellation lies with you, not Vodafone. If this step fails out of any reason you need to take care yourself.

But if your contract at Telekom is still running this means as well you still have a connection by Telekom. It sounds for me that you have ordered a second line instead of changing the provider. Vodafone would not able to be take over the physical line if there's still an ongoing contract on it. At the time the technician has been at your apartment what did he do exactly? 

I am really wondering why you did not send a mail or letter within 15 months clearly stating to cancel the contract to end this situation to avoid any communication hustles over phone. However, cancellation would be only possible if not further minimum contract term applies.

@andiling 

andiling

Vodafone would not able to be take over the physical line if there's still an ongoing contract on it.

Doch das ist bei FTTH technisch möglich. 

Es können drei FTTH -Anschlüsse auf eine Glasfaser-ID gebucht werden. Damit soll verhindert werden, dass der Raumvorgänger die Leitung für den Raumnachfolger für Monate blockieren kann, so wie es derzeit beim Kupfer der Fall ist. 

Hello @SwitchLoopHelp,

I received the documents you sent via form. 

Unfortunately none of those prove, that you actually booked a provider-change for May 2025. The document you attached was dated to October 2025, when you already had the connection with Vodafone. All you've sent me looks like you've booked the Vodafone-contract in addition. And I also didn't receive a document from you, that proves a mistake on Vodafone's site.

What I do now is cancel your contract with us to the 3rd September 2026. I'm sorry, but it is impossible for me to cancel your contract back to May 2025, since we lack everything: order for privider-change, documents, proof and messages from you informing us and asking us for cancellation yourself - what you could have done at any time. 

Kind regards

Louisa

Hello Louisa,

Thank you for your response. I respectfully disagree with this evaluation and offered solution.

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.

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.

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

Since Deutsche Telekom's technical department held full corporate knowledge of this active provider migration, the administrative failure to stop the automated billing system constitutes a processing loop error. I request that this matter must be reviewed again formt he point of view of a customer who tried to cancel on Telekom Website but "Not Possible"; Also contacted new provider Vodafone where they couldn't cancel also. Why as a customer I am being double billed for something, which I believed will happen according to standard process but later found out it didn't.

Thank you for your time.

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

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