Hello Telekom hilft Team,

First, please excuse me for writing in English as my German is still limited.

I hope you can help me resolve an issue with my fiber-optic contract.

I ordered Glasfaser 150 as a new customer at a Telekom shop on 02.08.2024. The offer was 19.95€ for the first 6 months + 70€ Router Gutschrift.

Because the fiber connection was still under construction, I was given a transitional tariff. However, my transitional tariff was changed several times during the waiting period:

(Zuhause Sofort L -> LTE Sofort -> MagentaZuhause L + MagentaZuhause Schnellstart 3)

• 02.08.2024 – I was originally given Zuhause Sofort L
• 06.08.2024 – An agent called me and told me that I had to change to LTE Sofort for an unknown reason
• 23.09.2024 – After I reported that the LTE service was almost unusable, the Telekom shop manager contacted customer service for me. I was told that the change to LTE had been a mistake. After that, I was offered to switch to MagentaZuhause L, and MagentaZuhause Schnellstart 3 was added as another temporary solution while waiting for installation. I was told that this was still only a transitional tariff while waiting for the fiber connection.

My fiber connection was finally activated on 01.04.2026, but I noticed 2 problems:

1. My original new customer promotion was no longer applied. Instead of the agreed promotional price, I have to pay the full monthly price (44.95€) from the beginning, and the 70€ Router Gutschrift was also removed.
2. I was charged for MagentaZuhause L for April. This is confusing because my fiber connection was already activated on 01.04.2026.

On 02.04.2026, the store manager sent an email to customer service for me and told me that someone would contact me within a few days. However, I have still not received any call or email since then.

From my point of view, this is the continuation of my original fiber order, not a normal tariff change. Could someone please review my case and explain why my original promotional conditions were not applied?

Thank you very much.

Ting

Attached documents:

1. 02.08.2024 – Glasfaser 150 Bestellung
2. 06.08.2024 – LTE Sofort Auftragsbestätigung
3. 23.09.2024 – MagentaZuhause L Auftragsbestätigung
4. 14.10.2025 – Glasfaser 150-Bestellung (latest version received from Telekom)
5. 01.04.2026 – Glasfaser 150 Auftragsbestätigung
6. Rechnung of MagentaZuhause L for April