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Keine Auftragsbestätigung nach Eingangsbestätigung erhalten
1 year ago
Hello,
I have placed an online order for MagentaZuhause XL DSL on 17.05.2024 from the telekom website. Immediately after, I received the Eingangsbestätigung and I also confirmed my email address. But it has been 5 days and I have not received the Auftragsbestätigung yet. The starting date of my new internet connection is 03.06.2024 and I am worried that my order might have some issues.
I have contacted the kundenservice via live chat, phone and also WhatsApp but I have received contradictory information from all of them. In the live chat, they said that my order has issues and tried to sell other expensive products. In WhatsApp they have not replied to me in 2 days. Over the phone they are just asking me to wait indefinitely for the document to arrive.
I understand that without the Auftragsbestätigung the contract can not be concluded and that worries me because I work from home in IT and I desperately need an internet connection from 03.06.2024. Please help!
P.S - I am moving to a new apartment and that is why I ordered a new DSL connection. This is not a change of provider.
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1 year ago
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Accepted Solution
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1 year ago
Hi @indra_90
An order confirmation usually comes after 14-21 days.
The confirmation of receipt is good because you know that the order has been received.
It is checked whether resources are free.
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1 year ago
Okay but the start date is less than 2 weeks from now. If the order confirmation comes after 14-21 days, will my contract start?
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1 year ago
The contract begins as stated in the order confirmation. This can be your desired date, but it can also be later.
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1 year ago
Do you mean confirmation of receipt or order confirmation? As I mentioned, I have not received any order confirmation.
I also have not received any update about the delivery of the router or appointment with the technician.
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1 year ago
I also have not received any update about the delivery of the router or appointment with the technician.
You will get this information with the Auftragsbestätigung.
The Auftragsbestätigung will be sent out as soon as the resources (cables and xDSL ports) are checked for capability.
It can take up to 3-4 weeks.
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1 year ago
I had a live chat now with telekom and the person told me that my online order is cancelled and tried to sell me MagentaZuhause XL optical fiber connection at a higher price. I am very disappointed. There is no clarity.
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1 year ago
MagentaZuhause XL optical fiber
that should be the same price as for DSL connection.
Wait for the @Telekom-hilft-Team to support you.
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1 year ago
It is not the same price. If you buy it online there is promotional price and extra benefits. Anyway I do not want fiber optics connection as my building does not support it. Also why without notifying me and giving any reason my connection is said to be cancelled!
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1 year ago
Hi @indra_90,
we will gladly look into this issue. Could you tell me a timeframe in which you are available for a short call?
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