Additional Cost Demanded for Promised Technician Visit
vor einem Jahr
Hello,
I’m writing with regards to the new Internet contract I have with Telekom. As agreed a technican has visited my place to check the connection and detected a problem from Telekom’s side, the ID number of the house was entered incorrectly, that’s why he left and told me he will flag the problem to Telekom and I should reschedule the appointment. I received a message that the problem is solved but now when I call the customer service they tell me I should pay 90 euros + cost of a techician if I want a technician to visit. Given this problem didn’t occur from my side I find it unacceptable that I am demanded money in this situation. Currently I am not able to use the Internet service I’m paying for as the initial check promised by Telekom has not been complete. Could you please help me address this issue?
Thank you!
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vor einem Jahr
I haven't fully understood... why do you need a technician? Is the connection meanwhile operational or not?
If you want s.b. in order to set up the router etc. then this is not included in the standard package.
4
Antwort
von
vor einem Jahr
the connection is currently not operational
But you have tried... connected the router with the TAE plug and checked whether the modem connection is o.k. or not?
For that you do not need a technician.
In many cases the technician is asked to show up - but not in all. In your case in first place it was obviously required, whether a second visit is mandatory I cannot tell you.
Best to fill your forum profile, so that a Telekom Teamie can check for you. One advantage is that an English speaking Teame can take your case (while on the hotline you might be required to speak German)
Antwort
von
vor einem Jahr
Yes, I've tried to connect the router and checked, modem works just fine but when I try to connect to the internet with my customer number and password and etc communicated with me by Telekom, it doesn´t allow me to connect.
What do you mean by fill your forum profile? Because so far it´s been impossible to communicate with someone in English, I would really appreciate speaking with someone.
Antwort
von
vor einem Jahr
What do you mean by fill your forum profile?
https://telekomhilft.telekom.de/t5/user/myprofilepage/tab/personal-profile
That's your forum profile, visible only to Telekom Teamies
Hint: put your mobile phone number there, do state when you are reachable today or one of the following days, be prepared to have the last 6 digits of your IBAN ready (for authenticaton purposes a Teamie will ask)
Uneingeloggter Nutzer
Antwort
von
vor einem Jahr
As agreed a technican has visited my place to check the connection and detected a problem from Telekom’s side
Why was the technicians visit appointed? Did you order a new connection or did you report a problem with you existing connection, or did they just show up and say they need to check something with your line?
A bit of context might be helpful.
1
Antwort
von
vor einem Jahr
Sorry I thought I was clear, I have a new contract, so yes I ordered a new connection for my new place.
Uneingeloggter Nutzer
Antwort
von
vor einem Jahr
Is it a DSL line or fiber?
Edit: Let me take a wild guess: It is a fiber connection and you brought your own router. Did you configure it to use PPPoE via VLAN7 on the WAN interface?
12
Antwort
von
vor einem Jahr
Hallo @elif2,
super, wenn wir etwas für dich tun können, melde dich gerne wieder.
Ich wünsche dir einen schönen Abend.
Viele Grüße Khaled A.
Antwort
von
vor einem Jahr
@elif2
Thank you for your final feedback 😊 I am very happy that the connection is now running 🙏🏽
I have already refunded the basic fee for the disruption period. You will also receive a notification. I will take care of the refund of the removal fee as soon as it appears on the next invoice 😊
Have a nice week.
Many regards.
Timur K.
Antwort
von
vor einem Jahr
@elif2
Hello Elif,
I'll get back to you as promised. I have now seen that the invoice is available and have already initiated the corresponding refund for the €69.95 removal fee. You will be notified as soon as the credit has been issued.
Best regards
Timur K.
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