Complaint / internet cancelled without notice?

Question

Hi,  I have a really strange situation. I just had my landline internet switched from Vodafone to Telekom, and finally, by yesterday, all parts clicked and I had connection (there were multiple technicians, a lot of helpdesk calls, but finally got it working). Only to discover that today it stopped working. After a few calls (waiting on the phone for half an hour to get a connection), the customer care representative explained that my contract is terminated. I could not understand what happened - the contract has a loyalty period of 2 years, and there are certain prerequisites of termination (like notice in advance, or warning about the very serious conditions that would enable an uni-lateral cancellation), none of that were met. No one could tell me the exact reason behind that, it's just not there. Best they could offer is to have another contract, and within a week I might get my internet back. When I mentioned that in this case I'm not going to pay for the previous contract, they hang up. Can you pls. help - either by pointing me to someone who can help getting my internet back as soon as possible, or by telling me, how should I raise a complaint (I also filed one with the online form, but I'm not entirely sure it will get proper escalation and/or attention). I'm more looking forward an address to where my legal representative will write a formal complaint about breach of contract. Thanks,Balazs

Nico B. · Accepted Answer

@balazs.misangyi, thank you for the call. This situation really got messy and I will try to explain it, as good as I can, so that you are on the same page as I am. So you wanted to switch internet service providers (will call it  ISP 's from here onwards) on the 3rd of August 2020. Unfortunately we couldn't provide you with a stable connection on that day, because of technical difficulties that occurred on the 'Hausanschluss' /  APL  / demarcation point inside your apartment building. To go a bit deeper into that exact issue: We had to go through several walls, to get the connection up and running, which obviously takes time and effort. We therefore asked Vodafone to extend the service until the 31st of August, so that you at least have service from them. You simultaneously, because we didn't really inform you about that process to be honest with you, asked them to extend your contract for 2 weeks. Vodafone wanted to extend for 2 years, which you gladly denied. This miscommunication all the hustle internally regarding this and the technical difficulties, lead to the change of dates. From the 3rd of August to the 19th of August. I am again really sorry about the experience you had to go through, literally sitting in the dark the whole time, while also not knowing, when we are establishing a connection. I hope this cleared up a few things. If you have any more questions, please feel free to ask. Kind regards Nico B.

Andreas__ · Answer

Could you please update your profile, so the team can call you back and check the situation?

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