Dear all,

Apologies for the English but my German is not yet sufficient. I recently extended the contract for my internet in exchange for a reduced price for some months. Now I am being billed incorrectly at a higher rate than I have ever paid, without any change in service level. I have an email confirming what the correct price should be.

I tried to get support in the local Telekom store. They confirmed there’s an error with my bill but refused to help since I extended the contract online instead of in the local shop (which is extremely frustrating). They referred me to the same English support number I am always referred to but this has been disconnected for months at least (0800 33 01 080). The regular support line also does not offer English in the many attempts I’ve made.

Is it possible to get support In English for an incorrect bill? And is it really Telekom policy to refuse support in the local shops?

Thank you.