Request for Order Cancellation – Mis-selling and Technical Obstacles
vor 4 Monaten
Hello @Telekom Hilft Team,
I need help cancelling an order because it was based on misleading information (Fehlberatung) provided by a sales agent.
- Deception regarding Presence: The agent told me my presence was not required for the switch. However, I have now been informed that a technician requires access to the building's basement/connection box.
- Technical Impossibility: I am a frequent traveler and will be out of the country for several months starting February 12, 2026. Because I will not be present and I do not have access to the basement, the activation is technically impossible.
- Withdrawal of Consent: Since the technical requirements were hidden from me at the time of signing, I am contesting the validity of this contract.
I have already tried the hotline, but there was a language barrier. I request that this order be storniert (cancelled) immediately before the activation date. I want to remain with my current provider (Vodafone) to ensure my smart home devices stay online while I am away.
Best regards,
Hinweis:
Dieser Beitrag wurde von Waage1969 am 27.01.2026 17:00 eskaliert.
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vor 4 Monaten
Where did the sales agent contact take place - phone, shop, ...?
If shop then you need to revert to the shop, as far as I know.
If phone then there is the legal right to declare a "Widerruf" within 14 days after reception of the order confirmation "Auftragsbestätigung", details how to do that explained in the "Widerrufsbelehrung"
6
von
vor 12 Tagen
Hello @TelMaj,
Thank you for the update on the current situation. I’m sorry there was a service interruption. We notified Vodafone immediately on April 30 (around 12 PM) that the connection needed to be held upright. Unfortunately - likely due to the holiday on Friday - the reactivation was not confirmed until today. Internet connection should be back up and running shortly. We will contact you directly with further information.
Kind regards
Maurice
von
vor 11 Tagen
Hello @Maurice K. ,
Thank you for your update. However, it has now been several hours since your confirmation, and I still have no internet connection.
I am currently completely without service, and this situation is very critical for me.
Could you please urgently follow up with Vodafone on your side and ensure that the reactivation is completed immediately?
I would appreciate your support in resolving this today.
Kind regards,
von
vor 11 Tagen
Hello @TelMaj, your provider sent us confirmation of your connection activation yesterday around 11 a.m. If the connection is still not working, please contact Vodafone. Kind regards Tringa
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vor 4 Monaten
Hello @TelMaj,
I am looking into your request.
Unfortunately, I was unable to reach you by phone just now. When would you like me to call you back?
Kind regards
Maurice
0
vor 4 Monaten
Hello @Maurice K. Feel free to call me anytime
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