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vor 5 Jahren

My spoken language is English, although I have been having reasonable service from Telekom, I do have reservations about the service. I was signed up to a Mengenta home service which I don't require (I do not speak German) I am not allowed to cancel the contract. Now I have a problem with my Internet access which is now an important requirement for me to complete my daily work. I raised a ticket for support as soon as I spoke to somebody they told me to call a English service which did not reply. I raised a ticket on line, the technician called me today as soon as I said hello they hung up. In my opinion Telekom still seem to provide a poor quality service for customers who do not speak their mother tongue can't finiish the contract soon enough.

919

5 Sterne Mitgestalter*in
vor 5 Jahren
@allan-watson

Sales and customer service

Fixed line network: 0800 33 01080
(Mo. - Fri. 8 am to 8 pm)

4
Antwort
von
vor 5 Jahren
Sorry, Alan, as far as I can see, YOU have not managed to fill in your contact details into your profile so that a team member would be able to contact you correctly ( this was suggested some way up )
Pls. do so asap.
https://telekomhilft.telekom.de/t5/user/myprofilepage/tab/personal-profile
5 Sterne Mitgestalter*in
vor 5 Jahren
Hi @allan-watson ,
unfortunately I cannot judge the quality of service for English speaking people. If this is really important and urgent I would recommend that you try to find support from a friend or neighbour who can speak German. In German the service is good - at least this is my opinion as a standard German speaking customer.

I think it might take too long to fix the problems that Telekom potentially has with support of English speaking customers. Also here in the community other English speaking people have been supported in the past.

Best wishes,
Coole Katze
4
Antwort
von
vor 5 Jahren
@wolliballa
Dein Link führt zu
meiner zu
da bei deinem ein paar Zeichen fehlen, ich dachte, jemand der kein deutsch kann, findet das nicht sofort und warum ein indirekter Link, wenn es einen direkten gibt?
Telekom hilft Team
vor 5 Jahren
Hello @allan-watson,

sorry for the late reply.
Like @Mächschen and @wolliballa already said, we can help you, even in English.
For that to happen though we would need further personal information, that you can give us by filling out your profile.
After doing that, please write me again, so I can contact you.

Kind regards.
Nico B.
0
Telekom hilft Team
vor 5 Jahren
@allan-watson,

thank you for filling out your profile.
I tried calling you earlier, but sadly I couldn't reach you.
When can I try it again?

Kind regards
Nico B.
2
Antwort
von
vor 5 Jahren
@allan-watson schrieb:
Well I have a update to my situation, I made a complaint against Telekom I answer the phone in English they immediately hang up ( three times now). The solution they came up with was to cancel the problem I reported on my behalf. That's now the second they have cancelled my ticket, the one annoying thing I find is I can't cancel my contract until December. As far as I am concerned they are not keeping to the contract I signed up for, hopefully I may find a company that cares about the customers then.
@allan-watson I can understand how frustrating the situation is. But @Nico B. offered you twice to call you back in english. So if you would answer him here, and tell him when he could try to call you, he will do it and I'm sure you will find a solution together.
Telekom hilft Team
vor 5 Jahren
Hello @allan-watson,

I had a look at the line and could see many errors. I just restarted the line and now we have to wait a little to see if it gets better.

If not, then we should definitely send a technician to you to.

Could you please write me here if the disconnects carry on the next hours?

Kind regards, Inga Kristina J.
3
Antwort
von
vor 5 Jahren
Hello Inga,

Indeed the line has disconnected again this morning more than once.
Thank you.
Telekom hilft Team
vor 5 Jahren
Hello @allan-watson

I tried to reach you right now but just reached your Mailbox. Should I try it later the day?

Kind Regards
Karsten L.
1
Antwort
von
vor 5 Jahren
Hi Karsten,

I am getting no where with the problem I am having my Network has failed twice again today I have a number to organise a visit to my apartment, it is not international, I seem to be going round in circles now. I have been in my Flat all day I don't why you can't contact me. Should I take the router to the shop will they be able to replace it immediately? I am sure the router is faulty.
Telekom hilft Team
vor 5 Jahren
Hello @allan-watson

I was trying to reach you on the German mobile number you gave us. But if I'm calling you the call always gets answered by your mailbox. You can try if you can get a new one in one of our Telekom Shops. The other Option would be that I'm sending a new one to your place. But for that we'd need to talk.

Kind regards
Karsten L.
3
Antwort
von
vor 5 Jahren
@allan-watson schrieb:
I may be wrong about the router but I hope not I have checked the line myself and there is a very high rate of errors and retransmissions. I would send a screen shot but I can't. I am available at the moment on my mobile I have been talking to a colleague recently.
@Karsten L. er wäre jetzt erreichbar ☎️
Telekom hilft Team
vor 5 Jahren
And again just your mailbox. Maybe the number is incorrect? Can you please check your profile again and put in your mobile number, so I can see that the number is correct? Because I have to legitimize you before I'M allowed to check the line.

Kindg regards
Karsten L.
2
Antwort
von
vor 5 Jahren
Well that was good I was on the helpline again for the english version and the line was cut off from my mobile number. Perhaps you need to contact me through my private email rather than the community group.
Telekom hilft Team
vor 5 Jahren
I don't get the point with your mobile number? If I search with your mobile number I can't find a mobile contract with us. So we don't cut off your mobile connection. If we need to talk via E-Mail please fill this form. After that we'll figure out how to fix the problem.

Kind Regards
Karsten L.
1
Antwort
von
vor 5 Jahren
I don't have a mobile contract with Telekom, it is my own pay as you go mobile. I have a problem with the Land Line number XXXX XXXX. I need a number I can contact that will not hangup

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Editiert aufgrund von Datenschutz durch Karsten L.
Telekom hilft Team
vor 5 Jahren
I had to edit your last message cause you send your landline number in a public chat.
I know that it is about your landline. But I need ta talk to you, that is the reason I already called you 4 times now but always just your mailbox is answering the call. And that's why I was asking you to check your profile if your mobile number is correct. So we finally can talk on the phone to legitimize you and check your DSL-Line. If it doesn't work to have a call you can fill the form I send you in my last message, and we will have the contact by mail.

Kind Regards
Karsten L.
3
Antwort
von
vor 5 Jahren
Hi Karsten,

This problem is now starting to exhaust me could you ask somebody to call me on the landline (who is willing to speak English) and make arrangements for somebody to come to my flat and fix the problem, they have my ticket number contact details everything. I have provided a screen shot of the problem which has been visible to me for several weeks it is progressively getting worse. Your colleague has also confirmed this morning that they could see a problem.
Line errors.jpg