@amlucko 

Thank you so much for the pleasant conversation earlier and your patience 🙂

As discussed, I am now trying to clarify everything and find a solution as quickly as possible 🙌🏽 I have now contacted our responsible disposition due to the impossibility of providing the VDSL connection and asked for current information. In addition, I have contacted our technical department and asked for an update on the expansion and when the completion can be expected.

Since you had to remain without Internet for quite some time, I booked you the MagentaZuhause Schnellstart (mobile router) to bridge the gap. This should also arrive in the next few days. Here you will find the form where you can submit the bills for the already booked data volume. This will then be checked by our special department.

As soon as I receive feedback from our colleagues, I will contact you directly.

Best regards
Timur K.

Hallo @amlucko, 

der Techniker war heute da und seinen Notizen zufolge scheint der APL bei Renovierungsarbeiten entfernt worden zu sein. Diesen benötigen wir für den DSL-Anschluss, den wir dir vorübergehend bereitstellen wollten. Der Techniker hat ein internes Ticket erstellt und an die Netztechnik weitergeleitet. Wenn es allerdings stimmt, was der Techniker vermutet, dann muss der Hauseigentümer sicher die Kosten für die erneute Installation des APLs übernehmen, da er diesen nicht hätte entfernen dürfen. Ich kann da also leider auch keine schnelle Lösung versprechen. 

Auf unsere Nachfrage, warum es mit dem Glasfaser-Ausbau nicht weitergeht, haben wir noch keine Rückmeldung erhalten. Sobald wir eine Antwort haben, sagen wir Bescheid. 

Viele Grüße Inga Kristina J. 

Hi @amlucko,

we are still waiting for feedback in order to give you new information. Please be patient.

Best regards,

Louisa G.

@amlucko

We have now received interim notification that you and the owner have been briefed by our technical department on the current situation. There are currently difficulties with the conversion to FTTB . However, our colleagues are working on it and as soon as there is news, the owner will be informed directly. 

Best regards 
Timur K.

Over the last few days I have received a lot of conflicting information from Telekom regarding getting the FTTB set up with the house. Telekom first called me and said a technician was supposed to come to the house, but they did not show up. That same day I received a text message suddenly claiming the connection was working (I checked and it is not working) and we would start being billed as normal. Then I received an email saying the connection to the house should be finished by the end of March 2024... Which is almost a year after the initial order date. This is completely unacceptable. These end dates have also been promised before, and every time the deadline has been pushed back over and over again.

So to anyone who cares to check this post, it has now been almost 7 months since the order for an internet connection was first placed (April 2023). Over that time, at least 10 technicians have come to inspect the property and I have spoken with plenty of Telekom employees by email, phone, and this forum. From this it took Telekom 4 months to even figure out that the problem was the FTTB , which I had said was the issue from the very start of this whole process. Since then (early August) they have claimed that there is a technical issue with booking the FTTB expansion. If this is true, there have been 3 months that the system has been down, and not a single person in all of Munich should have been able to get a new glassfiber expansion in this time since the system is vital to proceed. I simply cannot believe that this is the case, but it is either that I have been lied to about this as an excuse or Telekom really is so incompetent that they cannot fix this problem and think it is acceptable to have put all of their new clients on hold since August. The only offer of any fixes has come from Timur, who gave me a measly 60GB of data for a mobile router back in August to try to bridge the gap until the issues could be resolved. I doubt any reasonable person would expect that to last for anything more than a month or two

I have been patient with all of these issues. But after 7 months with absolutely no progress being made in solving any of the problems that have been identified, and potentially another 5 months of waiting for a solution to be reached, I really would have to be stupid to keep trying with Telekom. 

So I would like to cancel the contract. With luck maybe another service provider can get the internet connection figured out before the middle of 2024...

@amlucko

I can absolutely understand your anger. It's not a nice situation, of course. I have seen that the VDSL connection has now been terminated, even though it is not technically possible. The reason for this is that the contract has to be canceled. I'll be happy to take care of this, but I'll have to call you again to verify your identity so that I can make this booking. 

The reason why the fiber optic expansion still needs more time and is constantly being postponed is that FTTB construction is quite complex. The FTTB expansion was requested by the owner. Unfortunately, I don't have any new information yet. 

Best regards 
Timur K. 

@Alucko

Hey, I had already offered to take care of canceling/reversing the current DSL contract since it is not usable. To do this, I have to legitimize you over the phone. I haven't received any feedback yet. The last feedback I received on this topic was from the specialist department on 02.11.23. There is an error in the fiber optic process that needs to be fixed. It is still FTTB and not FTTH , as this is required by the homeowner. I will get back to you as soon as I have new information. 

If you want me to take action to reverse the DSL landline contract, please let me know when I can reach you. 

Best regards 
Timur K. 

Hey @Alucko,

thank you for the nice phone conversation.

My Colleague will contact you as soon as possible.

Kind regards Khaled A.

Hey Alucko,

my Colleague Louisa G. will be at 20.12. at work. Do you want to wait her? I'm also pleased to help you.

Kind regards Khaled A.

Hello Alucko, I'm pleased to help you. When do you have time? I will contact you, then check the contract. Kind regrads Khaled A.

Hi @Alucko,

unfortunately I couldn't reach you.

Please let me know when a call suits you better, so I can try again.

Concerning your Login in this Community: 

There is a difference between logging into this community and logging in to our customer center. But I can assure you that the old account amlucko still exists. Please try using the option for a forgotten password and set a new one. 

Best regards,

Louisa G.

@Alucko

I have now seen that the junction boxes have been successfully installed and that you have now also received the setup link 🙂 You can now set up the connection 🙏🏽 

Best regards 
Timur K. 

I have tried to set up the connection. However, I still have my doubts about it working... I guess I do not have the proper router yet, as I assume I need a router/modem combination (which was never told to me and I was told that my current router would be fine by previous technicians). However, when checking the lines with the devices I do have available, I am not receiving any signal from the cables to the junction boxes in the basement. It appears to me that the connection is entirely dead as the devices do not even register that an ethernet cable is plugged in to them when it is from the junction boxes. I have been out of the country for the last few weeks, so I did not see if the technicians actually tested the connection when it was installed. I am willing to wait until I have the proper router available to declare that the junction boxes are not working, but I do not have a lot of faith at this point.

For resolving the many other problems, please call me in the evening as I do not reliably have access to the customer data during the day.

Aaron

@Alucko

Thank you for your message 👍🏽

It's a shame that the connection doesn't seem to be working so far 🤔 Have you already configured or set up the router? You can easily do this via the MyMagenta app. 

We can also check the connection. When can we call you this evening? 

Best regards 
Timur K.