Solved
Duplicate contracts by Telekom Guy and double billing and deducted money from account
9 months ago
I have a Telekom contract MagentaZuhause L which I registered in February 2024 but due to Glasfaser construction work it was only possible to activate the connection from May 2024.
Afterwards on 06.05.2024 I called Telekom customer service to activate my connection as on the website it was showing "No further construction needed" on the Glasfaser status. Customer service successfully activate my connection over phone and I got an activation email and setup the modem and router.
After few months I got an email that Telekom Guy will come to my apartment to activate my connection where my connection was already activated. I told them my connection is already activated but still they wanted to come and check.
On 24.07.2024 telekom guy came into our apartment and re-setup everything. I got another email to activate the connection and I followed the instructions and successfully done the router and model setup. Unfortunately it started a new contract with the same package. Now I have two contracts but I'm only using one connection.
Today I got a new invoice which deducted money twice. It's really frustrating. What should I do now?
308
11
This could help you too
150
0
1
2 years ago
128
0
1
in
170
0
2
9 months ago
Hi Abdullah,
Thank you for reaching out.
I have informed the Telekom_hilft team and they will get back to you. Please fill the contact details in your profile here (only visible for Telekom staff), including a phone number where and and a time frame when you can be reached. Also, please have your customer number and the last six digits of your IBAN at hand for authentication. It would not make much sense for your to call the regular support, since there is no longer a dedicated English language hotline.
But I am sure that the team will help you out in a timely manner.
Fingers crossed,
Thomas
0
9 months ago
@teezeh Thank you for your reply. I updated the profile 🙂
1
Answer
from
8 months ago
Hello @Abdullah A,
I've just cancelled your second contract.
I will have a look again tomorrow just to make sure that everything is cancelled correctly. 😊
Kind regards
Belana
Unlogged in user
Answer
from
8 months ago
Hello @Belana M.
Thank you for cancelling the second contract. I already got a confirmation email.
Unfortunately, now my router has disconnected from the internet. Looks like the contract you cancelled, the router was configured with that.
I think I need a configuration email again to set up my router with the first contract again.
Regards,
Abdullah
1
Answer
from
8 months ago
Hi @Abdullah A,
I need the Modem-ID to make it work again. But you are at work, arent you? When will you be home again?
Sincerely,
Johannes
Unlogged in user
Answer
from
8 months ago
Hey @Johannes P.
thank you for reaching out.
I have the modem Id with me. Even though I'm in the office, you can call me. No problem.
Thanks,
Abdullah
3
Answer
from
8 months ago
Hi @Abdullah A,
so, please tell me if it worked out, as soon as you are home. The router and modem is connected, isnt it?
Sincerely,
Johannes
Answer
from
8 months ago
Hello @Johannes P.
I checked the connection. Now It's working fine. I had to put the username and password in the router manually then it worked.
Thank you so much for your effort.
Regards,
Abdullah
Answer
from
8 months ago
Hello @Abdullah A,
thank you for letting us know. Great that everything worked out, and I'm sorry about the confusion and the minor inconvenience.
If you have any more question, feel free to let me know.
Have a nice weekend. 😊
Kind regards
Belana
Unlogged in user
Answer
from
Accepted Solution
accepted by
8 months ago
Hi @Abdullah A,
so, please tell me if it worked out, as soon as you are home. The router and modem is connected, isnt it?
Sincerely,
Johannes
0
Accepted Solution
accepted by
8 months ago
Hello @Johannes P.
I checked the connection. Now It's working fine. I had to put the username and password in the router manually then it worked.
Thank you so much for your effort.
Regards,
Abdullah
0
Unlogged in user
Ask
from