FAQ and other service topics
Here we answer frequently asked questions (FAQ). If you have any further questions or require information, please contact us directly.
Why do we need broadband?
Fast Internet connections are now the prerequisite for the meaningful use of modern information and communication technologies. Broadband connectivity plays a crucial role in assessing the social and economic competitiveness of municipalities. High bandwidths and thus high transmission speeds promised the retrieval of information within a few seconds. With DSL technology, even the retrieval of audio and video data is possible. In the future, broadband connections will also be used for other services (e.g., IP television). This will again dramatically increase the need for further bandwidth. In the future, broadband connections will also be used for other services (e.g., IP television). This will again drastically increase the need for further bandwidth.
Who are we?
In order to provide access to modern information technologies to as many fellow citizens as possible in the municipality of Enkenbach-Alsenborn, the municipality of Enkenbach-Alsenborn and the local communities of Enkenbach-Alsenborn, Mehlingen, Neuhemsbach and Sembach decided to found their own company, VEGA-net GmbH, to tackle this ambitious project, which is unique in the whole country.
By connecting all local communities and districts to a fiber-optic network that enables the transmission of large bandwidths, the settlement of commercial and industrial enterprises in the municipality of Enkenbach-Alsenborn will be made even more attractive and the quality of living will be further improved.
In addition to the classic supply and disposal tasks (water, sewer, electricity, district heating), telephony and Internet services are now offered in the municipality of Enkenbach-Alsenborn by the municipal VEGA-net GmbH with the usual good service and high quality.
What to expect?
The fiber optic network operated by VEGA-net GmbH is, according to today's technical standard, the only technology that can realize the ever-increasing demand for broadband in the future. Therefore, a fiber optic connection will be established to the corresponding cable end distributors in the local communities. The distributors connect the surrounding houses to the telephone network, using the existing copper cables of Deutsche Telekom. This means that no earthworks are required on your property. Telephone and Internet charges are billed exclusively by VEGA-net GmbH. There are no further charges from other telecommunication providers for your connection.
Why do we need fast data connections?
While the Internet was initially used only for military and scientific purposes, its commercialization began in the mid-1990s. With the rapidly increasing number of Internet users, a need arose for ever faster data connections. High bandwidths and thus high transmission speeds promised the retrieval of information within a few seconds. With DSL technology, even the retrieval of audio and video data is possible.
In the future, broadband connections will also be used for other services (e.g., IP television). This will again dramatically increase the need for further bandwidth.
What is an itemized bill (EVN)?
The itemized bill documents all outgoing calls (dialed number, duration, date, time). Calls made using the flat rate are not shown in the EVN.
You have the choice in the itemized bill whether the dialed number is shown completely or shortened by 3 digits at the end. As a rule, the EVN is retrieved online, but they can also receive it by mail for a monthly surcharge of € 2.00. The deletion of the data takes place either 6 months after invoicing or immediately after sending the invoice. If the data is deleted immediately, we are not obliged to provide you with the data to prove the accuracy of the invoice. If you would like to request the itemized bill at a later date, please contact us by e-mail or telephone. Please note that you will only have access to your data from the date of the request.
Price list for our customers
In our price list you can find all the costs that may arise for you as a customer. Whether moving, cancelling or subsequently adding an additional option, here you can find all prices. If you still have questions, we are of course happy to help.
Can I book an upgrade and what are the costs?
You can book a package with a higher bandwidth at any time. There are no provisioning fees for this package change. With the booking of the new package you bind yourself again to VEGA-net GmbH for 24 months. For the realization, however, we need a new application form DSL (copper) or fiber optic, completely filled out and signed in triplicate, via e-mail or mail. The changeover will take place automatically remotely within 8-10 days. You do not need to make any changes to your connection (FRITZ!Box, access data, etc.).
Order processing information
In order to implement and realize your order smoothly, we ask you to consider or clarify the following points in advance:
- Check contract terms with your current provider so that you receive your VEGA-net connection in time.
- If you currently obtain telephone and Internet from a single source, we will handle the termination of the current connection for you through the process of switching providers.
- However, if you have two different providers for telephone and Internet or additional products such as domain, e-mail addresses or security packages, we can only terminate the telephone connection for you not the DSL connection. Therefore, after we have informed you of the date for your VEGA-net connection, we ask you to cancel your DSL connection separately in writing with your provider.
- If you wish to port, the provider change form must be completed in full by you and signed.
- Furthermore, we ask you to inform us that you do not want a separate VEGA-net phone number. Please note that the number transfer can only take place after the expiration of the contract with your current provider.
- Please ensure that if you have your own router, it is also suitable for the booked package. Gladly we take over the test when communicating the type / serial number.
For further questions about order processing or even technical questions, you can always contact our staff or you can also find useful tips on the page FAQ / Help.
Which forms do I need in order to become a customer of VEGA-net GmbH?
In order for you to become a customer with us, we need you to complete and sign the application form at Downloads. Please note that on the reverse side of the application, in addition to placing the order, the granting of a SEPA direct debit mandate must also be confirmed with your signature.
If you would like a telephone directory entry, the completed and signed form must be submitted to us at Downloads.
In order for us to be able to terminate your existing telecommunications contract for you and take over your previous telephone numbers, we require the so-called provider change form at downloads. It is important to ensure that the porting form is in the name of the actual subscriber and that it is also signed by the subscriber. If there is more than one person, it is essential that all line owners sign. All phone numbers to be transferred from your previous telecommunications provider must be entered on this form.
Do I still have to continue paying my previous provider?
The porting and number transfer will terminate the connection with your previous provider. From this point on, you will only receive bills from VEGA-net GmbH for this connection.
Eventual additional options (e.g. domains, rental of terminal equipment, etc.) of your former telecommunication contract, which you have booked and which are not inseparably linked to the connection, may continue to run (depending on your previous provider).
This is why we advise you to always provide us with exact contract details and, if necessary, bring along an order confirmation or monthly invoice from your previous provider so that we can inform you of this.
How long does it take from signing the contract to the realization of my telephone and Internet connection?
For a new connection, we are usually dependent on Deutsche Telekom, as we rent the last meters of copper line. Our own fiber optic network ends at the cable end distributors. Here, the processing time until the connection is switched on is 2-3 weeks.
For a call number transfer, we depend on the contract period of your previous provider. Your previous provider will give us the cancellation date and our services will be made available to you on the same day. In order to handle this process smoothly, it is important to submit your documents in time. Please note the different notice periods here.
What are the one-time fees for switching to VEGA-net?
For all packages, there is a one-time connection fee of € 99.00. Here, the option of installing the connection box for € 49.00 can be selected. A description of the services included in the installation package can be found under Downloads. When adding this option, we need the completed and signed form.
Should you want to use your own router, the one-time connection fee is reduced to 59.00 €.
You have, however, the option to conclude your contract without a term. Here, a one-time fee of €249.00 instead of €99.00 is incurred.
Can I keep my previous phone numbers when switching to VEGA-net GmbH?
The transferability of telephone numbers regulated in the Telecommunications Act is of course possible. In this case, the phone number is disconnected from its previous connection and transferred to the connection at VEGA-net GmbH (so-called porting). The number porting is free of charge at VEGA-net GmbH.
Please note that your previous telecommunications provider may charge you a fee for the number porting.
Is there a secret number with VEGA-net?
You can obtain a secret number from us at no additional cost. It will not appear in any telecommunications directory and it will not appear on the called party's display for outgoing calls.
Will my name appear in the telephone directory when I switch to VEGA-net?
Every customer has the option to have a free phone book entry recorded for his connection. To do this, please submit the completed and signed form under downloads to us.
If a customer who has a private entry for a telephone number wishes to have a second private entry for the same telephone number, he must order this directly from the telephone directory publisher. This second entry is subject to a charge and will be billed to the customer by the publisher.
Note that if you switch to VEGA-net, you will not be automatically deleted from the telecommunications directory. If you no longer wish to be listed, please refer to your cancellation confirmation from the previous provider. You may have to explicitly insist on deletion of your data.
If a new, modified entry is ordered from VEGA-net, the previous entry will be overwritten.
What settings are necessary to retrieve VEGA-net emails?
We will be happy to send you a guide on how to set up an email account with Outlook. However, there is also a webmailer available, so you can check your emails on the go at any time. https://webmail.vega-mail.de. Please note here that the username is your complete mail address.
Here is the information about our incoming and outgoing server:
pop3 server (incoming mail server): mail.vega-mail.com
smtp server (outgoing mail server): mail.vega-mail.com
Can I become a customer of VEGA-net GmbH, although my credit report contains negative features?
If your credit report contains negative features, it is still possible to become a customer of VEGA-net GmbH. Please understand that in these cases we reserve special contract conditions (eg prepayment, deposit).
What happens if I move my residence?
If you move within the municipality and we can continue to provide you with our services, a one-time fee of € 59.00 must be paid for the switching work. To do this, request a relocation notification from us. You can request the form from us. Prerequisite for the provision of our services at the new location is the availability of a local loop (subscriber line) by Deutsche Telekom.
If your new place of residence is outside the municipality and we can no longer offer you our services, you can terminate your contract with a 3-month notice period as of the moving date. The connection box must be returned to VEGA-net. After the move, a certificate of registration with the new place of residence must be submitted for the termination to take effect.
How can I keep my @t-online.de email address despite cancellation?
After the termination date, you can still access your email inbox for 180 days. If you would like to keep your email account/telecom login beyond this period, you can find more information here: ATTENTION - if you have several e-mail addresses, perform the steps for each individual e-mail address! https://www.telekom.de/hilfe/festnetz-internet-tv/e-mail/e-mail-adresse-passwoerter-und-sicherheit/e-mail-erhalt
What does the phone flat rate include?
The flat rate includes all calls to the German fixed network. Excluded are special numbers. Calls to all mobile networks or abroad are also billed separately. Prices for international calls can be found at downloads.
Please note that the billing for special numbers will be sent to you separately. The costs will be debited from the account known to us.
How much do calls to the German mobile network cost?
Calls to all domestic mobile networks cost 15 cents/minute.
Is there an international flat rate?
There are two different international flat rates:
VEGA-net international flat rate 1 and VEGA-net international flat rate 2. The details can be found under Downloads.
Can I book an upgrade and what are the costs?
You can book a package with a higher bandwidth at any time. There are no provisioning fees for this package change. With the booking of the new package you bind yourself again for 24 months to VEGA-net GmbH. However, for the realization we need a new application form.
How long is the contract period?
The contract term for our DSL and fiber packages is 24 months. Cancellation is possible no later than 1 month before the end of the contract.
You have the option to book our packages without a term (surcharge 150,00 €) and can thus terminate the contract at any time at the end of the month.
What is the clocking when billing calls?
All phone calls outside of a bookable flat are billed in clocking 60/1. That is, the first minute is charged in full, then billed by the second.
Why is VEGA-net GmbH able to offer faster internet connections than other telecommunication companies?
The fiber optic network operated by VEGA-net GmbH is, according to today's technical standards, the only technology that can realize the ever-increasing demand for broadband in the future. Therefore, a fiber optic connection will be established to the corresponding cable end distributors in the local communities. The distributors connect the surrounding houses to the telephone network, using the existing copper cables of Deutsche Telekom. This means that no earthworks are required on your property. Telephone and Internet charges are billed exclusively by VEGA-net GmbH. There are no additional charges from other telecommunications providers for your connection.
Can I get a direct fiber connection?
The VEGA-net GmbH has established a fiber optic network in the municipality of Enkenbach-Alsenborn, which ends at the cable end distributors of Deutsche Telekom. To avoid cost-intensive earthworks in the communities, the existing, much shorter subscriber line (usually copper cable) of Deutsche Telekom is leased between the cable end distributor and the customer connection. In the course of developing new development areas or expanding existing municipal roads, property owners will in future be offered fiber-optic house connections (FTTH, fiber to the home), with which extremely high bandwidths (currently up to 500 Mbit/s) can be realized.
What technology is used at VEGA-net GmbH?
In the complete coverage area was switched to the VDSL2 vectoring (Profile 17a) technology. This allows data rates of up to 100 MBit/s download and 40 MBit/s upload to be realized in the ideal case. The data rates up to 100 MBit/s download and 40 MBit/s upload can be booked now. The application forms can be found at downloads.
With our fiber optic house connections, up to 500 Mbit/s in download and 50 Mbit/s in upload can be booked. Contact us directly for this via e-mail or telephone.
Which FRITZ!Box is provided?
We use and recommend to our customers the FRITZ!Box 7530 as standard router or the FRITZ!Box 7590 as premium router for 3,95 € monthly surcharge. For fiber optic connections, we recommend and use the FRITZ!Box 5530 as standard router or the FRITZ!Box 5590 as preimium router for 3,95 € monthly surcharge.
Can I use my own router?
You are welcome to use your existing router, provided it is Internet telephony-capable and compatible with our technology (VDSL2 vectoring, Profile 17a). You can also find more details on this in our service description under Downloads. The one-time connection fee is only €59.00 if you use your own router.
You always have the option to receive a connection box from us, should your router not work. Your connection fee will then increase by 40.00 €.
How can I find out what bandwidth to expect on my telecommunications connection?
An accurate measurement of the bandwidth is only possible when the connection is switched. However, an approximate statement can be made beforehand by measuring the total length of the line.
Can you make a phone call and surf the Internet at the same time?
Yes, both services can be used simultaneously.
Do I have to dial the area code when making a local call?
No, you make calls as usual.
Can we continue to use the call-by-call procedure?
No, this is not supported by us.
Is it possible to block 0900 numbers?
These expensive service numbers are automatically blocked at VEGA-net. However, you have the option on our application form to have them unblocked free of charge.
Can you still use Voice over IP, e.g. Skype?
Yes, you can continue to make calls over the Internet as usual.
What are the upload speeds?
The following upload speeds are achieved:
- "VEGA-8" up to 1,000 kbit/s.
- "VEGA-40" up to 10,000 kbit/s.
- "VEGA-75" up to 20,000 kbit/s.
- "VEGA-100" up to 40,000 kbit/s.
Where do I turn in case of a malfunction?
You can call our phone number 06303 / 999 8 999 at any time. During opening hours, you can reach one of our employees personally, who will be able to help you.
Out of opening hours, a phone number will be announced to you, where you can describe your problem.
Optimizing Powerline for VDSL/Removing interference when using Powerline and VDSL vectoring at the same time
Test after you have "untangled" the cables, whether this step could already cause a stable connection. Often the problem is then already solved.
Advice Optimize Powerline for VDSL:
Which router is used by VEGA-net?
For all DSL packages, the FRITZ!Box 7530 is provided to you free of charge as a connection box; for a monthly surcharge of € 3.95, you can choose the FRITZ!Box 7590 premium router. For our fiber optic products, the FRITZ!Box 5530 is provided free of charge as a connection box; for a monthly surcharge of € 3.95, the FRITZ!Box 5590 premium router can be selected. In each case, this is a rental device that you must return to VEGA-net at the end of the contract period. You can find more details on this in our General Terms and Conditions.
Cancellation before the end of the minimum contract period
The contract period is 24 months. If you want to terminate your contract before the end of the minimum contract period, for example, because you move outside the municipality, this can be done in writing with a notice period of 3 months to the end of the calendar month. Further, a certificate of registration of the new address must be submitted.
Cancellation in due time at the end of the contract period
If you wish to terminate your contract with us in due time, please note the one-month notice period. The termination must be made in writing and the FRITZ!Box must be returned to us complete, with all accessories, at the end of the period. After termination of the contract, you will receive a final invoice from us.
Move within the association
If you move within the association municipality, you must notify us of this in writing. The contract will continue without any change to the agreed contract term and other contract contents. VEGA-net is allowed to charge the customer for the expenses incurred by the move. The costs for this are € 59.00 one-time.
Relocation outside the association municipality
If you move away from the association municipality, you must terminate your contract in writing. The notice period is according to TKD law, § 46 Provider change and move, 3 months to the end of a calendar month. A certificate of registration of the new address must be submitted after the move. After termination of the contractual relationship, the FRITZ!Box with all accessories must be returned to us. We will gladly send you the termination form by mail or e-mail.