English - Over a month of no internet service.
6 hours ago
*** Please email, do not call. I do not have my phone with me during the work day, I cannot answer the phone from 07:30 to 15:30 Monday-Friday***
Hello. I wrote in September about beginning a new move but the internet was turned off early in my old apartment and the modem was never ordered. I've been without internet in my home since 8 September. I moved on 15 September and finally received a modem, however, when I set up the modem and tried to connect a router, no signal was able to leave the router. I have tried repeatedly for over a month and failed to get an internet connection in my home. I received notifications that my modem was set up successfully, and I've tried three different routers. None produce an internet signal. Even my neighbor tried to help me. He works in IT and he couldn't get it to work.
Due to my being an American who speaks little German (I'm taking classes), I have been forced to have an unproductive email conversation with someone from the "Backoffice" who just tells me that there is an outage and I have to wait. They gave me a 20 euro credit on one bill and a temporary mobile hotspot to use but refuse to answer questions about when the outage will be addressed. I find it very hard to believe that an outage could last nearly two weeks with no resolution, and when I looked it up a few minutes ago, Telekom is not reporting any outages associated with my number. The compensation provided is not nearly enough for turning off my internet service five days early and an "outage" two weeks long. I even tried to get a technician to come out to my house, but no one ever emailed me.
I receive phone calls while I'm at work, but I am not permitted to have my phone with me at work from 07:30 to 1530 M-F, and they never leave any voicemails. Not speaking German, I can't navigate the phone menu if I try to call back.
Please someone help me. I'm missing my German classes because I don't have internet at home. I don't know what else to do to get this fixed. I'm so frustrated and disappointed. I am going to have to cancel my contract and look for a new provider if this isn't addressed soon.
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6 hours ago
Please someone help me.
*** Please email, do not call. I do not have my phone with me during the work day, I cannot answer the phone from 07:30 to 15:30 Monday-Friday***
Hello. I wrote in September about beginning a new move but the internet was turned off early in my old apartment and the modem was never ordered. I've been without internet in my home since 8 September. I moved on 15 September and finally received a modem, however, when I set up the modem and tried to connect a router, no signal was able to leave the router. I have tried repeatedly for over a month and failed to get an internet connection in my home. I received notifications that my modem was set up successfully, and I've tried three different routers. None produce an internet signal. Even my neighbor tried to help me. He works in IT and he couldn't get it to work.
Due to my being an American who speaks little German (I'm taking classes), I have been forced to have an unproductive email conversation with someone from the "Backoffice" who just tells me that there is an outage and I have to wait. They gave me a 20 euro credit on one bill and a temporary mobile hotspot to use but refuse to answer questions about when the outage will be addressed. I find it very hard to believe that an outage could last nearly two weeks with no resolution, and when I looked it up a few minutes ago, Telekom is not reporting any outages associated with my number. The compensation provided is not nearly enough for turning off my internet service five days early and an "outage" two weeks long. I even tried to get a technician to come out to my house, but no one ever emailed me.
I receive phone calls while I'm at work, but I am not permitted to have my phone with me at work from 07:30 to 1530 M-F, and they never leave any voicemails. Not speaking German, I can't navigate the phone menu if I try to call back.
Please someone help me. I'm missing my German classes because I don't have internet at home. I don't know what else to do to get this fixed. I'm so frustrated and disappointed. I am going to have to cancel my contract and look for a new provider if this isn't addressed soon.
There must at least a telephone call to legitimize you.
But the @Telekom hilft Team is here from 7am to 11pm, 7 days a week, please leave a time window here for the call.
9
from
4 hours ago
Hey I'm sorry for the late response. That was not our department. Actually I'm busy with a difficult case and will call you afterwards directly.
Kind regards Sven
0
from
3 hours ago
I have never been so frustrated in my entire life.
Hi. Someone called about 40 minutes ago. They did not speak much English. They were from the DSL department. They said "someone from the glasfaser department will call you shortly." No one called. I received a text message saying they couldn't reach me.
I have never been so frustrated in my entire life. This is completely unacceptable.
have a look here @Karlielb36 :
That was on 9th of september, but no response by you any one.
So this is the reason for the delay.
0
from
8 minutes ago
Good evening @Karlielb36 and thank you for the pleasant 3-hour-phonecall. 😅 3 routers later, it was worth the persistence. 🥳
If there is anything you need help with in the future, you know where to find me and my team.
Have a great evening and a good night. 😊
Kind regards Sven
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