Long time to install DSL
4 years ago
Hello guys, first of all, sorry for write to you in English but my German is still too basic.
So, I signed a contract with Telekom in June to switch from my old provider O2 to telekom to join the new Regio M in my area. The thing is that O2 accept the portability and ends my discounts that I have it with them since end of June and I paid (with the August invoice) high prices for a very bad service. I tried to call to the customer center in telekom to try to know when my new DSL connection will comes up, but, the answering machine has a very complex workflow and there is no chance to switch to English. My question here is, how is the average time that telekom takes to switch from one provider to another?, I'm really bored with the internet connectivity that I have and I need a solution as soon as possible. Thanks for the community for the hints that they will provide to me.
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4 years ago
Hello @leo.gutierrezg,
if you have placed a switch order, your contract with O2 will only be terminated at the end of the contract term. How long does your contract with O2 still run?
I will inform the team so that someone can contact you. Please have a little patience.
LG MarciPan
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4 years ago
Hello MarciPan.
I have the termination letter for the O2 contract and they wait till december this year to receive them router back. So, as I mentioned in my message, they shutdown the discounts that I have and now instead of to pay 19.99 monthly I pay 39.99 because the 20EUR of discount that I have is valid meanwhile I have an O2 contract and mobile contract, so, right now I have only mobile contract with them.
Finally, if the situation is in the way that you explained, the original contract will due in June 2022.
Please confirm this situation, because this is the case I prefer to return everything to them and to keep only my company mobile meanwhile I search for another provider that attends to me in the time that I deserve.
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4 years ago
I hope I got the situation correctly. If your landline contract with O2 has a minimum duration until June next year, you will not be able to terminate the contract early. I guess the discount was a special offer for new customers with reduced monthly standing charge in the first year of a two year contract. This certainly has been explained to you in the confirmation you have received by O2 when you placed your order in the first place.
If you have placed an order with Telekom for switching the provider, they will only be able to provide service to you from June next year when your O2 contract has been terminated.
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4 years ago
I tried to call you but head no luck. When will be a good time for a new try?
Kind regards Sven Ö.
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4 years ago
right now, have you my mobile number?
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4 years ago
Thanks for our friendly conversation.
A switch order can only be executed at the switch over date, which - in general - is the end of term of the agreement with the provider.
If the service provided is of poor quality and does not conform with the contractual agreeement, you may ask for special right of cancellation.
In order to still get the service be switched over in a 'seamless fashion' (implies less then 24 h of no service), the switch order date needs to be brought forward, i.e. closer to the current date. The term used for this process is 'Terminvorziehung', and it must be initiated by the provider. That is to say that Telekom must not initiate 'Terminvorziehung'.
Regards, Lorenz S.
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4 years ago
did you get any feedback from your provider concerning your request for special right of cancellation?
Freundliche Grüße, Lorenz S.
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4 years ago
Hi Lorenz, unfortunatelly I didn't.
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3 years ago
Hello Lorenz.
I have some news about this issue. I post in the English help community of O2 my continuous service interruptions and they declare that they can't solve my issue right now and they will propose to me a technology change in my connection. I don't know if this really works in terms to hurry up the connection process with Telekom, if you guess that this will works, let me know and I forward to you the whole conversation that I have with them.
Thanks in advance and have a nice day.
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3 years ago
Thanks for our friendly conversation.
Unfortunately, I can only offer you a DSL16.000 connection.
You may be better served by mobile provider, as even a hybrid solution I cannot offer.
Regards, Lorenz S.
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