I’ve had a complete internet outage since around 20:00 on New Year’s Eve (Johannisthal, Berlin).
• Yesterday, the Telekom disruption status showed resolution by 21:00, which did not happen.
• This morning, customer support again confirmed resolution by 21:00 today, which also has not happened.
This means more than 48 hours without service, despite repeated promised fix times.
I’m paying a premium price for this connection and expect a reliable service and transparent communication, especially when outages last this long.
At this point, I’d like to understand:
What the actual cause of the outage is
A realistic restoration timeframe
How Telekom intends to compensate for the downtime
If this situation continues without clarity, I will need to reconsider my contract and evaluate alternatives.
I’d appreciate escalation and a concrete update.
vor 28 Tagen
What the actual cause of the outage is
I’ve had a complete internet outage since around 20:00 on New Year’s Eve (Johannisthal, Berlin).
• Yesterday, the Telekom disruption status showed resolution by 21:00, which did not happen.
• This morning, customer support again confirmed resolution by 21:00 today, which also has not happened.
This means more than 48 hours without service, despite repeated promised fix times.
I’m paying a premium price for this connection and expect a reliable service and transparent communication, especially when outages last this long.
At this point, I’d like to understand:
What the actual cause of the outage is
A realistic restoration timeframe
How Telekom intends to compensate for the downtime
If this situation continues without clarity, I will need to reconsider my contract and evaluate alternatives.
I’d appreciate escalation and a concrete update.
Has no meaning to you.
A realistic restoration timeframe
I’ve had a complete internet outage since around 20:00 on New Year’s Eve (Johannisthal, Berlin).
• Yesterday, the Telekom disruption status showed resolution by 21:00, which did not happen.
• This morning, customer support again confirmed resolution by 21:00 today, which also has not happened.
This means more than 48 hours without service, despite repeated promised fix times.
I’m paying a premium price for this connection and expect a reliable service and transparent communication, especially when outages last this long.
At this point, I’d like to understand:
What the actual cause of the outage is
A realistic restoration timeframe
How Telekom intends to compensate for the downtime
If this situation continues without clarity, I will need to reconsider my contract and evaluate alternatives.
I’d appreciate escalation and a concrete update.
Depends on the reason for outage.
How Telekom intends to compensate for the downtime
I’ve had a complete internet outage since around 20:00 on New Year’s Eve (Johannisthal, Berlin).
• Yesterday, the Telekom disruption status showed resolution by 21:00, which did not happen.
• This morning, customer support again confirmed resolution by 21:00 today, which also has not happened.
This means more than 48 hours without service, despite repeated promised fix times.
I’m paying a premium price for this connection and expect a reliable service and transparent communication, especially when outages last this long.
At this point, I’d like to understand:
What the actual cause of the outage is
A realistic restoration timeframe
How Telekom intends to compensate for the downtime
If this situation continues without clarity, I will need to reconsider my contract and evaluate alternatives.
I’d appreciate escalation and a concrete update.
Is decribed in TKG law §58.
If this situation continues without clarity, I will need to reconsider my contract and evaluate alternatives.
I’ve had a complete internet outage since around 20:00 on New Year’s Eve (Johannisthal, Berlin).
• Yesterday, the Telekom disruption status showed resolution by 21:00, which did not happen.
• This morning, customer support again confirmed resolution by 21:00 today, which also has not happened.
This means more than 48 hours without service, despite repeated promised fix times.
I’m paying a premium price for this connection and expect a reliable service and transparent communication, especially when outages last this long.
At this point, I’d like to understand:
What the actual cause of the outage is
A realistic restoration timeframe
How Telekom intends to compensate for the downtime
If this situation continues without clarity, I will need to reconsider my contract and evaluate alternatives.
I’d appreciate escalation and a concrete update.
Other providers have no outages? Don't dream.
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von
vor 28 Tagen
Thanks for the reply.
I understand that restoration time depends on the cause — that’s precisely why I’m asking for clarity on the underlying issue and a reliable estimate, rather than repeated generic time promises that are not met.
I’m also aware of §58 TKG . My question is how Telekom plans to handle compensation in this specific case, given that the outage has already exceeded 48 hours.
I’d appreciate an update from a Telekom team member who can provide concrete information on the status of the disruption and next steps.
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von
vor 28 Tagen
Good evening @Larry dsouza,
welcome to our community. Thank you for your contribution and feedback here.
It's good that a fault has obviously already been reported.
Here: https://www.telekom.de/hilfe/hilfe-bei-stoerungen/uebersicht-status you will find instructions and help on how to bridge a fault with your connection.
There you can also find out the current status of the fault.
As soon as a fault has been resolved and the exact duration of the fault has been determined, a corresponding refund for the services booked with us will be issued automatically.
We apologise for any inconvenience caused.
Best regards,
Kathrin
von
vor 28 Tagen
Good evening Kathrin,
thank you for getting back to me.
I’ve already checked the status page and the fault is indeed registered. What’s been challenging is that the communicated resolution times have already been missed twice, which makes planning difficult.
Could you please let me know:
whether there is more concrete information on the cause of the disruption, and
whether the currently shown restoration time should be considered realistic?
Regarding the refund: thank you for the clarification. Given the extended outage duration, I’d also appreciate if you could check whether a goodwill credit is possible in addition to the automatic compensation once the fault is resolved.
Thank you for your support.
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von
vor 28 Tagen
Do you pay a „premium“ with a certain uplink guarantee or is it a common fixed line B2C contract? I understand this is very uncomfortable nowadays but you can trust that people are working on your connection.
Usually customer service gives you free data on your mobile contact if you’re using Telekom mobile and ask for it - maybe this helps. Otherwise compensation is regulated as mentioned and arranged afterwards.
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vor 24 Tagen
Hello @Larry dsouza , thank you for the call. I'll check the invoices and do the refund, after it's created. Also I call you, when the cancellation is in the system you forward you to the colleagues from the winback team. 😊
Kind regards Sven
von
vor 17 Tagen
Good evening @Larry dsouza , as discussed, the invoice is now created. As soon as I got the refund, I'll call you again. 😊
Kind regards Sven
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von
vor 16 Tagen
Hey @Larry dsouza , thank you again for the nice and final call. If there is anything else I can do for you, just let me know. 😊
Kind regards Sven
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von
vor 15 Tagen
@Sven Ö. Thank you for the amazing service and help throughout the whole process. I'm happy with how it went through :)
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von
vor 15 Tagen
You're welcome @Larry dsouza . 🤝😊
Kind regards Sven
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