Hello! I need support in Englisch.
I'm planning to move to the new apartment in one month. I already created a moving order with basic options (no technician etc.), but I unfortunately learned that no fiber connection installed-ready in the new apartment yet. (Building address shows fiber is supported)
So, should/can I cancel that order ? Can we update the order to add technician support with socket etc. required installations?
Could some support-line staff here who can speak English call me if it is possible? (I also have additional questions about the contract and modem update with the newer models)
Thanks!
vor 2 Monaten
Hallo @cunal
If you haven’t already done so, please also note in your profile when and how you can best be contacted.
I’ll pass your question on to the team – please bear with us.
Best regards, -LERNI-
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vor 2 Monaten
Thanks for the quick answer! I've updated the details in my profile.
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vor 2 Monaten
Hello @cunal,
welcome to our community, and thank you very much for the pleasant call.
As discussed, you will soon be able to select the actual appointment for the installation of the fibre-outlet in your new flat.
Once you are done moving and the new connection is working as well, you can create a return form for your current router via our return-portal.
Let me know in case any further questions arise.
Kind regards
Jonas
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vor 3 Stunden
Hi @cunal,
thanks for the update and the additional information.
That sounds like the right way forward. Since your landlord has already contacted us and you were told that Our Team will get in touch with you to arrange a new appointment with the required equipment to pull/blow the fibre through the existing conduit, we recommend waiting for that call first.
Once the new appointment has been arranged and the necessary conditions on site have been met, the fibre installation can continue.
If you don't receive a call or if there are any issues arranging the new appointment, please let us know again. We'll be happy to take another look at the current status with you.
Best regards
Khaled
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vor 2 Stunden
Hello again!
I just got an email, and a status update on glasfaser-portal:
"unser Ausbaupartner vor Ort hat uns mitgeteilt, dass der Eigentümer der Immobilie bzw. die genannte Kontaktperson nicht erreicht werden konnte."
portal update regarding the delay:
"Verzögerung: Aktuelle Informationen 30.09.2026 - Der Ausbau verzögert sich, weil unser Ausbaupartner die Eigentümerin oder den Eigentümer nicht erreichen konnte."
If these mean that you were somehow not able to contact me, then I would like mention that that was not the case, you can just contact me any time you want to conclude this process asap, fyi.
Thanks, best regards.
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vor einer Stunde
Hello @cunal,
these messages mean that our partners were, as of yet, unable to contact the owner of the building.
So the "issue" lies with your property management or the owner directly. You are not at fault and, sadly, simply have to wait.
Kind regards
Jonas
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