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 einem Monat
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 einem Monat
Thanks for the quick answer! I've updated the details in my profile.
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vor einem Monat
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 12 Tagen
This morning, which today is my appointment day for fiber installation, I've just received an update about the appointment date changed to 20 days (!) later.
I already had did very early planning for the appointment day, applied a month ago etc. Nevertheless I experienced this non-sense 'last-minute' change. This is unbealiavable and unacceptable, my wife and I are both working from home.
I tried to talk with support on the phone, was offered some possible workaround solutions (box-sim thingy) etc.
Is there any possibility of changing the date, arranging some urgent kind of thingy? This local partner of yours here, you should talk maybe? What is their problem exatcly, to do a last minute change??
Fyi, thanks.
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vor 12 Tagen
Hallo @cunal
Please don’t let my report confuse you; I’ve informed the team again, but the only option I had was to report your post as inappropriate, which it certainly isn’t.
Gruss -LERNI-.
von
vor 12 Tagen
@cunal Please accept my apologies for the delay in the fiber-optic installation appointment. I see that an alternative solution has already been arranged for you.
Kind Regards Wiebke
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