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Internet issue unresolved for 2 days + Cannot access contract, invoices or support ticket (English support needed)
vor 21 Tagen
Hello,
I am facing two issues with my Telekom internet (Festnetz) contract and would really appreciate help.
1. Internet connection issue (not resolved for 2 days)
My internet is not working properly for the last 2 days.
I already contacted customer support and raised a ticket.
However, I cannot see the ticket status anywhere in Kundencenter or MeinMagenta. When I contacted customer support on the first day, the representative told me the issue would be fixed within 12 hours. However, it is still not resolved. Today, I was informed by customer support that they do not know when the issue will be fixed.
This is very frustrating as I depend on the internet for my daily work.
2. Contract not linked to my Telekom login.
I receive emails from Telekom on my registered email address.
However, I cannot see any contract or invoices in Kundencenter or MeinMagenta.
The option to add “Festnetz / Internet” contract is disabled for me.
I tried creating a new account with the same email, but still no contract is visible.
Because of this, I cannot access my invoices at all and also cannot see the support ticket I raised for the internet issue.
I do not speak German well, so it is very difficult for me to communicate with customer support.
Can someone help?
Hinweis:
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vor 21 Tagen
Can you make an Hotspot with your mobilephone?
In have informed the teamies
Profile füllen with Kundennummer Telnumber
Know your iban for identifikation at telefon
@nariveli
2
von
vor 21 Tagen
Yes, I have already filled out my profile with the Kundennummer and phone number.
0
von
vor 21 Tagen
phone number.
Yes, I have already filled out my profile with the Kundennummer and phone number.
And under WEITERES..telefontimes possible
@nariveli
Teamies work until 23uhr
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Offizielle Lösung
akzeptiert von
vor 21 Tagen
Thank you for the pleasant call @nariveli.
According to the system they have to switch out a component in the grey box which supplies your internet. That is planned for tomorrow between 03:00 and 04:00 am.
We have also discussed the login issue. The first step is trying to reset your password. If that doesn't work, and you don't find the letter with the Zugangsnummer and persönliches Kennwort you can request a new set of login information here.
Let me know if you need further assistance.
Sören
5
von
vor 21 Tagen
Expected to be fixed by 20 April,”
@Sören G. The login issue has been resolved. However, my internet connection is still not working. Could you please let me know exactly when it will be fixed? The fault report states “Expected to be fixed by 20 April,” which is very disappointing. I have a lot of work to complete and cannot manage with limited mobile data. I believe I should at least be entitled to compensation.
This ist to.
daymorrow .monday!!!Thats very Quick
@nariveli
@Sören G.
g. I have a lot of work to complete
@Sören G. The login issue has been resolved. However, my internet connection is still not working. Could you please let me know exactly when it will be fixed? The fault report states “Expected to be fixed by 20 April,” which is very disappointing. I have a lot of work to complete and cannot manage with limited mobile data. I believe I should at least be entitled to compensation.
That is planned for tomorrow between 03:00 and 04:00 am.
Thank you for the pleasant call @nariveli.
According to the system they have to switch out a component in the grey box which supplies your internet. That is planned for tomorrow between 03:00 and 04:00 am.
We have also discussed the login issue. The first step is trying to reset your password. If that doesn't work, and you don't find the letter with the Zugangsnummer and persönliches Kennwort you can request a new set of login information here.
Let me know if you need further assistance.
Sören
von
vor 20 Tagen
Hello @nariveli , I've seen, that they are still working on that ticket. We'll keep you updated!
Kind regards Sven
0
von
vor 19 Tagen
Hello @nariveli,
I just saw that the ticket has been resolved.
Can you confirm this? Is your connection working again?
Kind regards
Louisa
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