In April 2018 Rechnung I was charged 58.78 Euro(Netto) for Magenta Zuhause M. Bereitstellung.

Again in May 2018 Rechnung I was charged 41.97 Euro(Netto) for Fahrtpauschale.

In all, through 13.03 -10.04, I had 4 appointments, the techniker only came to my apartment ONCE in the last appointment and installed the internet on 10.04. I didn’t have internet for 12 days and spent hours waiting for your customer service to answer and even got treated very rudely by some of your agents. The whole thing has severely disturbed my work and life. And now I need either a solid reason for why I’m charged twice for installation fee and “Fahrtpauschale”, or reimbursement.

The whole process with details are listed below:

13.03.2018 12:00-18:00 First appointment to install my internet. I stayed at home the whole day and the techniker didn’t show up or call at all. In the mean time I contacted Telekom customer service at 13:22, 16:18 and 18:30, the first two times I was told that the techniker is on his way, the last time I was told he couldn’t find my address. The truth is, my apartment is facing a big street, even a 5 year old kid with a google map can find it easily without any problem. My name was big and clear  on the entrance of the house near my door bell. Anyway, I lost a day of work and got no internet as the contract promised.

16.03.2018 8:00-13:00 my second appointment to install my internet. I took off another day from work and waited at home. I waited until 14:00 and was told finally told that the techniker was “too busy” and cannot come. In the mean time I contacted customer service at 10:09, 11:59, 13:33, 13:58. The first two times I was told the techniker is on his way and I should wait. The last time I called I was told he cannot come. 

20.03.2018 08:00- 13:00 is my third appointment. On 19.03, the evening before the appointment, out of curiosity I plugged in the SpeedPort and find out that I have connection to internet even though the techniker never came. I called again on 18:20, 19:10 and 19:20 and asked the customer service for explanation. The agent told me that if I have internet then it is fine and she just cancelled my appointment with the techniker.  So no techniker is planned to come on 20.03.

06.04.2018 my internet didn’t work at all. I called 10 times that day and I was hung up three times by your agents because I said “My German is not so good, can we please speak English” at the beginning. The solution the agent offer is to send me a new cable. So I went to a Telekom shop and got a new cable and it still didn’t work. After that I finally got an techniker appointment on 10.04.

10.04.2018 Finally, for the first time, the techniker called me and came to my apartment on time. He tested my connections, and it turns out that my internet was not installed at all. He went to the Keller and rewired the wires in the Telekom box and I finally got internet. (Again, it proved that there is no problem finding my address and ring my door bell.)