Can anyone help me? I have received a letter from Cablecom saying that they think I am moving house and will terminate my connection. I have not sent a request for a home move so I do not know where this comes from. I tried to contact he customer helpline but no English speaker. I sent a mail using contact form 3 days ago but I have had no reply. How do I tell Cablecom that I am NOT moving and DO NOT disconnect my service?
edited on 07-04-2016 16:33
Oh dear! This is the right place to tell us about your issues and concerns. I checked your files in the system and saw that you updated your billing address. This entry might have caused the letter confirming you are moving places. However, I will immediately inform our responsible team accordingly. Utterly sorry you are having this experience. Will get back to you once I have a response.
Wishing you still a nice evening!
I got following feedback from our administration team:
We obviously received a cancellation note from you, but for a former address of yours. This cancellation was confirmed. In order to have this issue settled, I will contact you by PM (as I will need to cross check some personal data).
Glad you are sticking with us!
Not sure if you received the private message (PM) I sent a few days ago. Yes, your services will stay connected. However, I need to know which account you want to use in future. You have two accounts in our system with different products. In order to have a proper account setup it would be really helpful if you could reply to my PM stating your current account no., address and product setup.
Thank you for your cooperation.
Following your message I contacted my colleagues in the administration team. The situation is as follows (according the log files in the system):
According to my colleagues, it is necessary that you send us an official letter requesting to reactive the services. If there wasn't a cancellation note, the letter would'nt needed and we could speed up the process. Kindly ask you to use the following address:
upc cablecom GmbH
Having two cancellation requests for both of your accounts with set termination dates we were following the instructions received. Therefore, it's best to get in touch with our administration team to get this sorted out. I honestly regret the trouble you are experiencing.
With best regards,
Please show me the ccancellation request. I have not sent any cancellation request. You must track down the person pretending to be me. Because you have removed my internet and phone I habe limited means to contact you