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 6 Stunden
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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vor einer Stunde
Hello Jonas,
I'm sorry but tbh there is a bit unclear and conflicting states we have here:
I contacted with my landlord and learned that they had a call & agreement with you (Telekom), which is: "Alright, we are going to call our customer (me) and directly arrange a new appointment with the tools and equipment to handle the missing cable issue and to install the connection."
So, what we need here is to arrange a new appointment asap (I have the keys, I can reach the basement/box, afaik we don't need to wait or dependent on anybody, management etc.) to conclude this.
If is there anything you are waiting, or any blocker, please let me know what it is then we could clarify and continue.
Thanks.
Best regards.
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vor 54 Minuten
Hi @cunal
We cannot see why they tried to reach your landlord. Maybe there were further questions open.
It would be good if you could contact your landlord and ask him to call the colleagues again. In this actual status I guess nothing will happen until your landlord has been talked to.
Kind regards Inga Kristina
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