(ENG) contract order confirmed, no router received
6 months ago
Hi,
I have subscribed to a MagentaZuhauseXL contract, the technician is coming tomorrow to set up connection but I haven't received the router yet and have no way to track shipment.
Is this normal? When can I typically expect to receive the router?
Thanks in advance and sorry for writing in english,
Rodolphe
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6 months ago
Hi @rodolphemo_,
normally the router arrives a couple of days earlier, but it depends obviously on the time everything has been ordered.
But the router is ordered, isnt he? Probably I will not be able to check, where he is, but if you fill in your profile with your customer data and give me timeframe for a call, I can check if everything is ordered correctly.
Sincerely,
Johannes
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6 months ago
Hi @Johannes P. ,
I filled my customer number in my profile but I unfortunately can't fill the phone number field as I have a French number and it doesn't fit in the box.
On the order confirmation, it shows that the router is ordered and the sending fee also appears.
Thanks
Rodolphe
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6 months ago
@rodolphemo_, yes ... A foreign number makes it more difficult. I do not know how to fill in a foreign number too.
Anyway! Without the call I am not allowed to give further Information because of data security. But maybe it would be best that we have a call. Can you fill in a German number on which I can call you?
Sincerely,
Johannes
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6 months ago
@Johannes P. Unfortunately I don't have a german number and can't fill one at the moment...
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6 months ago
There are a couple of other ways @rodolphemo_,
the quickest one will be to call our hotline. Unfortunately the chances are, that you need to call multiple times to get someone who is capable of speaking English to a sufficient amount.
Next to that you could fill in the number of a friend on which I could call you in the next hour.
Another possibility is using our contact form and fill in everything - that may not be a quick way, because is it not our normal way to work, but it will work too.
Sincerely,
Johannes
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6 months ago
@Johannes P. I filled the contact form, I am available for a call during the afternoon. Thanks for your help.
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6 months ago
If you used the contact form, we will need a more general timeframe than just today @rodolphemo_. What would be one?
I will only be here for one and a half hour. Can I call in the timeframe. I am asking because it is possible, that there won't be someone who can speak English with you. 🙂 Otherwise I will look and hope for the best.
Sincerely,
Johannes
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6 months ago
@Johannes P. do you have access to my phone number from the contact form? If yes, you can call me anytime soon.
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6 months ago
Hi @rodolphemo_,
the call was me. I cannot call on a foreign phone number, so I need to do it as an unknown user. I'll try it again in a minute.
Sincerely,
Johannes
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6 months ago
available now
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6 months ago
Ha @rodolphemo_, happy that it worked out!
So please tell me, if everything got good in the end.
Best wishes,
Johannes
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6 months ago
@Johannes P.
Everything went well and even just plugging the router : internet works!
Thanks for your help.
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6 months ago
@Johannes P. I plugged the router yesterday evening and everything worked. Technician appointment was scheduled today between 8 and 13, but nobody showed up. Since everything is working, I assume this is normal and there is nothing to do with the line.
Could you confirm this is correct ?
Thanks,
Rodolphe
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6 months ago
@rodolphemo_
The technician was on site but could not find you or your apartment. According to the technician, no doorbell is labeled with your name 😕
Since you only have a foreign phone number, the technician couldn't reach you either 😓 Is the address labeled or is there a doorbell sign?
Best regards
Timur
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6 months ago
No, unfortunately only the landlord can change the doorbell labels and this has not been done yet.
Reaching a foreign number is easy, why can’t the technician use it ? In case of french numbers, just call 0033 or +33 and the number, nothing fancy.
I’ve taken two days off so far and no one reached me. If the technician can show up again today, I can keep an eye outside and open the door from my apartment.
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6 months ago
@rodolphemo_
It would have been important to know that it is not yet labeled 😕
It would make sense for the landlord to label the doorbell sign first 🙏🏽 The colleagues have company cell phones with special systems, which is probably why the callback is not possible.
Please get in touch as soon as the doorbell sign is attached. Then we can arrange a new appointment. Otherwise it will go wrong again.
Best regards
Timur
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6 months ago
I’ve subscribed to Telekom almost a month ago now, for some reason I have internet just because i’m apparently using the previous tenant line meaning I’m at risk of losing internet anytime soon, and you’re now telling me I have to wait until the landlord agrees to change the doorbell labels… ?
They absolutely will not do it in the next few days. The apartment is a WG and they will wait until all rooms are rented before doing so.
All this trouble simply because I’m freshly moving to germany and don’t have a german number yet, I must say the Telekom service is truly disappointing.
By the way, I’ve been told by my neighbors that on the first appointment day the technician did show up long after the time slot and managed to get in the building.
I surely hope I won’t get charged for two missed appointments.
Thanks for your clarifications anyway @Timur K. , in case I manage to get the name of the previous tenant ie. the current doorbell label, how could I communicate it to you so that a technician can finally show up?
Regards,
Rodolphe
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6 months ago
@rodolphemo_ you can send us a dm here, or we can arrange a phone call as soon as you have the information.
Sören
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6 months ago
i sent a DM.
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6 months ago
@rodolphemo_ I added the Names that are on the doorbell to your ticket. And booked the next available technician appointment.
Sören
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