FAQ and other service topics

Can I book an upgrade and what are the costs?

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