Solved
need help in English please
4 years ago
Hello, my husband and I moved from the RP to Bayern in Nov 2020. I called to cancel our internet. I was told I had to pay through Feb 2021 before it could cancel. I gave them my new address and was told a box would be sent to retrieve the modem. Now I am getting bills for April and I have not lived in the house for nearly 5 months! I need help to cancel again! I cannot seem to get someone on the line who speaks English and I'm afraid my German is not good enough. Please help!
852
12
This could help you too
4 years ago
161
0
2
6 months ago
495
2
3
4 years ago
314
0
5
4 years ago
What are the items on your latest bill? Is DT still invoicing for the internet connection or only for the modem/router? Did you receive the box and return the modem/router?
I must say, I am not aware of a process where DT sends out boxes to retrieve routers or modems. Usually, you would register your wish to return the device on a website. The website would allow you to print a shipping label and then you would use the label to return the device.
3
Answer
from
4 years ago
I was pretty certain that they had said they would send a box but I could have been wrong. I haven't received any return shipping label information. The website can't seem to find my account or connect to my service, I just end up going around and around. I am getting email invoices that say its for a landline, which I never even had and for a random amount. I just want to speak to someone over the phone.
Answer
from
4 years ago
I am only a customer myself but I will notify the support team about this thread, they may be able to give you a call and arrange the return of the device and discuss the whole billing situation...
Answer
from
4 years ago
Thank you so much, really appreciate it!
Unlogged in user
Answer
from
4 years ago
thank you so much for joining our community!
I want to help as fast as possible.
Unfortunately, I couldn't reach you. Which time-frame do you prefer for a call?
Thank you in advance & kind regards
Christina P.
3
Answer
from
4 years ago
Hallo Christina, I'm sorry I did not hear my phone ring! I am available all day tomorrow and will look for your call. Thank you!
Answer
from
4 years ago
Still waiting for a phone call.
Answer
from
4 years ago
@Christina P.
Unlogged in user
Answer
from
4 years ago
unfortunately I couldn't reach you again. 😕
You only have to return the two Speedports.
We already send you the return label for both.
Thank you in advance & kind regards
Christina P.
2
Answer
from
4 years ago
I was away from my phone for 10 minutes.
can the labels be emailed to me please? I cannot access them online, the system does not recognize that I have an account. Or please just call me again. Or give me a number to call, I don’t understand why it must be so difficult.
Answer
from
4 years ago
thank you so much for this call.
You will receive soon the promised refund.
And I am also happy that we found a solution for this issue.
Just send the items back, and we will cancel both of them.
If you have any further questions, please don't hesitate to contact me again.
Have a nice day & kind regards
Christina P.
Unlogged in user
Answer
from
Accepted Solution
accepted by
4 years ago
thank you so much for this call.
You will receive soon the promised refund.
And I am also happy that we found a solution for this issue.
Just send the items back, and we will cancel both of them.
If you have any further questions, please don't hesitate to contact me again.
Have a nice day & kind regards
Christina P.
0
Unlogged in user
Ask
from