Misleading Offer and Unwanted TV Subscription — Need Help Resolving the Issue
8 hours ago
Hi everyone,
I’m having a frustrating issue with Deutsche Telekom and would really appreciate your advice or help.
On March 24, I received a call from a Telekom employee (either from the landline or hotline) who offered me an upgrade for my home internet. He explained that this upgrade would include three improvements:
A more stable and faster internet connection – supposedly using two or even three signal lines instead of one, which would improve speed and reliability.
Additional devices to extend Wi-Fi coverage in my apartment – this was the main reason I agreed, because my current router doesn’t reach my home office room.
Telekom TV and a streaming stick or similar device – I wasn’t interested in this, but he said it was part of the package and couldn’t be removed, so I reluctantly agreed.
I agreed to the offer under the impression that I would receive all three parts. However, a month has passed and I received nothing – no new router, no signal extenders, nothing. Yet, my contract was extended for another year, and I’m now being charged monthly for Telekom TV, which I never really wanted in the first place.
I visited a Telekom store recently, and they told me that the devices were sent out, but I never received any of them. Because of this, they said the upgrade was canceled, and I wouldn’t receive any of the promised hardware. However, the TV subscription is still active, and I’m stuck paying for something I don’t use or need.
Even worse, the store staff said they couldn’t cancel it for me and that I would need to send a letter or contact customer support myself. I tried calling but couldn’t figure out where exactly to go or what department to speak with.
So now I’m left with:
A contract I can’t change
No improvements to my internet connection
No devices to extend Wi-Fi
A monthly charge for Telekom TV that I never asked for and don’t use
What should I do in this situation? I just want to go back to my original internet setup before this misleading call happened. Any advice or help on how to properly cancel the TV service and reverse the contract changes would be really appreciated.
Thanks a lot in advance!
Best regards,
Sam.
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7 hours ago
Thanks for the pleasant call @user_134b46. I will call you again later in the evening. Please make sure to have the customer number and the last 6 digits of your IBAN ready. Kind regards, ^Martin
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4 hours ago
@user_134b46 thank you for the pleasant call even though I was not able to accommodate your wish for an earlier cancellation date.
Sören
5
Answer
from
3 hours ago
Even though I understand that you’re currently unable to help me with an earlier cancellation, I must say that this situation — where I was offered services that were never delivered, and yet my contract was extended until 2027 with an unwanted TV subscription
Thank you again for your time and the call, Sören, and your try to help me with this situation.
Even though I understand that you’re currently unable to help me with an earlier cancellation, I must say that this situation — where I was offered services that were never delivered, and yet my contract was extended until 2027 with an unwanted TV subscription — is very disappointing and, in my view, unacceptable.
As this issue stems from a misleading offer and unfulfilled promises (particularly regarding the promised Wi-Fi devices and improved connection in the package with TV), I will now move forward by submitting a formal written complaint to Telekom. I also plan to contact the Verbraucherzentrale (consumer protection association) and, if necessary, initiate a case with the Bundesnetzagentur (Federal Network Agency), including a possible official arbitration request (Schlichtungsverfahren), as I believe my consumer rights have not been respected and the call records can prove that I was mislead with the offer.
If there’s still any chance to escalate the matter internally — for example, to a specialized complaints or customer advocacy department — I would deeply appreciate your support in doing so.
Thank you again, and I hope Telekom will take this issue seriously and help find a fair resolution.
Best regards,
Semen Shendyapin
did you read your order confirmation and what did it said?
If the order confirmation didn't match with the promises you must cancel the order. Its always possible to request external help but if the order confirmation is "correct" you have no legal basis to change anything on your contract sadly.
Answer
from
2 hours ago
Hi again Sören, Jumpignon
Thank you again for your reply.
To clarify my situation: I never received any order confirmation by email or any document clearly stating that my original contract would be cancelled and replaced with a new one binding me to Telekom until 2027. I only confirmed the offer verbally over the phone with the salesperson — and at no point did they explain that this would result in a completely new long-term contract, or that this new contract would go into effect even if the hardware was never delivered.
Even more confusing and frustrating is the fact that the salesperson did not mention that if the hardware fails to arrive, that part of the contract would silently be cancelled, but the MagentaTV service would remain active — something I never explicitly wanted and was told could not be removed from the bundle. This is deeply misleading.
I’ve been a happy Telekom customer up until now, but this whole situation feels extremely unfair and frankly quite absurd. I was promised a better internet connection, additional Wi-Fi hardware, and a complete upgrade package, but what I received instead was:
No hardware,
No improved connection,
And an unwanted TV subscription tied to a new multi-year contract.
Instead of a good-will solution — like sending me the promised hardware with initial offering or simply reverting my contract to the previous version without TV — I’m being offered a €20 voucher and the option to rent the Wi-Fi hardware myself. And still, no option to reverse the changes or cancel the TV.
Yes, I understand that the 14-day withdrawal period has passed. But it’s also true that I did not receive what I was promised. That should matter. I believe Telekom as a company should recognize this mistake and take corrective action, especially if it values customer trust and long-term loyalty.
I kindly ask again that you escalate this internally or refer me to someone who can actually help resolve this issue fairly — ideally by either sending the full promised hardware or by reverting my contract to its previous state with my previous option to opt-out from Telekom as it was in my previous contract. Which at this point is preferred way.
Thank you,
Sam
Answer
from
1 hour ago
Yes, I understand that the 14-day withdrawal period has passed. But it’s also true that I did not receive what I was promised. That should matter. I believe Telekom as a company should recognize this mistake and take corrective action, especially if it values customer trust and long-term loyalty.
Hi again Sören, Jumpignon
Thank you again for your reply.
To clarify my situation: I never received any order confirmation by email or any document clearly stating that my original contract would be cancelled and replaced with a new one binding me to Telekom until 2027. I only confirmed the offer verbally over the phone with the salesperson — and at no point did they explain that this would result in a completely new long-term contract, or that this new contract would go into effect even if the hardware was never delivered.
Even more confusing and frustrating is the fact that the salesperson did not mention that if the hardware fails to arrive, that part of the contract would silently be cancelled, but the MagentaTV service would remain active — something I never explicitly wanted and was told could not be removed from the bundle. This is deeply misleading.
I’ve been a happy Telekom customer up until now, but this whole situation feels extremely unfair and frankly quite absurd. I was promised a better internet connection, additional Wi-Fi hardware, and a complete upgrade package, but what I received instead was:
No hardware,
No improved connection,
And an unwanted TV subscription tied to a new multi-year contract.
Instead of a good-will solution — like sending me the promised hardware with initial offering or simply reverting my contract to the previous version without TV — I’m being offered a €20 voucher and the option to rent the Wi-Fi hardware myself. And still, no option to reverse the changes or cancel the TV.
Yes, I understand that the 14-day withdrawal period has passed. But it’s also true that I did not receive what I was promised. That should matter. I believe Telekom as a company should recognize this mistake and take corrective action, especially if it values customer trust and long-term loyalty.
I kindly ask again that you escalate this internally or refer me to someone who can actually help resolve this issue fairly — ideally by either sending the full promised hardware or by reverting my contract to its previous state with my previous option to opt-out from Telekom as it was in my previous contract. Which at this point is preferred way.
Thank you,
Sam
Noone is able to proove it the only thing that matters is the order confirmation which you should have received and Telekom should be able to proove that you received it.
I can understand your frustration at the other hand this is also your fault as you should always check your orders and don't call for help one year after.
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