‎(ENG) contract order confirmed, no router received

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(ENG) contract order confirmed, no router received

vor 2 Monaten

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

652

Telekom hilft Team
vor 2 Monaten
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
2
Antwort
von
vor 2 Monaten
@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
1 Sterne Mitglied
vor 2 Monaten
@Johannes P. Unfortunately I don't have a german number and can't fill one at the moment...
1
Antwort
von
vor 2 Monaten
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
1 Sterne Mitglied
vor 2 Monaten
@Johannes P. I filled the contact form, I am available for a call during the afternoon. Thanks for your help.
1
Antwort
von
vor 2 Monaten
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
1 Sterne Mitglied
vor 2 Monaten
@Johannes P. do you have access to my phone number from the contact form? If yes, you can call me anytime soon.

1
Antwort
von
vor 2 Monaten
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
1 Sterne Mitglied
vor 2 Monaten
available now
1
Antwort
von
vor 2 Monaten
Ha @rodolphemo_, happy that it worked out!

So please tell me, if everything got good in the end.

Best wishes,

Johannes
1 Sterne Mitglied
vor 2 Monaten
@Johannes P.
Everything went well and even just plugging the router : internet works!
Thanks for your help.
0
1 Sterne Mitglied
vor 2 Monaten
@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
9
Antwort
von
vor 2 Monaten
@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
1 Sterne Mitglied
vor 2 Monaten
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
1
Antwort
von
vor 2 Monaten
@rodolphemo_ you can send us a dm here, or we can arrange a phone call as soon as you have the information.

Sören
1 Sterne Mitglied
vor 2 Monaten
i sent a DM.
1
Antwort
von
vor 2 Monaten
@rodolphemo_ I added the Names that are on the doorbell to your ticket. And booked the next available technician appointment.

Sören