Need to Cancel Fiber Contract and Installation – Moved Out and Never Heard Back
2 days ago
About two years ago, a Telekom representative visited my residence and offered to sign me up for a fiber internet plan. At that time, I was told that fiber installation would be completed within six months. Based on that promise, I agreed.
However, I never received any further updates or communication afterwards, and frankly, I had completely forgotten about it. Just a few days ago, I suddenly received a fiber contract confirmation along with a scheduled installation date.
The problem is: I have moved out of that address quite a while ago and no longer live there. Therefore, I would like to cancel both the contract and the installation appointment immediately.
Could someone please advise me on the proper steps to cancel everything? Thank you in advance for your help!
(PS: I don't speak German. I had a staff member from Telekom call me yesterday and after I asked him if he spoke English, he hung up immediately without saying anything. This has happened a couple times now. It's really irritating. Is this how a large telecom company like Telekom trains its customer service staff???)
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2 days ago
I don't speak German
About two years ago, a Telekom representative visited my residence and offered to sign me up for a fiber internet plan. At that time, I was told that fiber installation would be completed within six months. Based on that promise, I agreed.
However, I never received any further updates or communication afterwards, and frankly, I had completely forgotten about it. Just a few days ago, I suddenly received a fiber contract confirmation along with a scheduled installation date.
The problem is: I have moved out of that address quite a while ago and no longer live there. Therefore, I would like to cancel both the contract and the installation appointment immediately.
Could someone please advise me on the proper steps to cancel everything? Thank you in advance for your help!
(PS: I don't speak German. I had a staff member from Telekom call me yesterday and after I asked him if he spoke English, he hung up immediately without saying anything. This has happened a couple times now. It's really irritating. Is this how a large telecom company like Telekom trains its customer service staff???)
After more than two years in Germany?
4
Answer
from
2 days ago
After more than two years in Germany?
I don't speak German
After more than two years in Germany?
Zusatzfrage, wie hat dann die Kommunikation vor 2 Jahren stattgefunden als alles an der Tür "besprochen" wurde?
0
Answer
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2 days ago
It is surprising that someone would expect to call a German hotline and be able to communicate in a foreign language.
Because that doesn't work, the employees are portrayed as poorly trained.
I have expressed my surprise and have not expressed any opinion
Answer
from
2 days ago
Hallo @Stefan und @der_Lutz,
dass da nicht direkt eine Meinung hinter steht, mag sein.
Unter unseren Kolleg*innen und den Unternehmen in unserem Auftrag beim Direktvertrieb wird es sicherlich auch solche geben, die der Englischen Sprache mächtig sind. Und ja, wir haben eine deutsche Hotline. Dass bei einem Unternehmen unserer Größe bei einem englischsprachigen Anrufer einfach wortlos aufgelegt wird, ist in der Tat ziemlich arm. Da kann ich die Kritik des Kunden vollkommen verstehen.
Da ich mit dem Kunden bereits in Kontakt stehe, sind diese Beiträge, die sich auch kein Stück auf die eigentlich gestellte Frage beziehen, hier leider alles andere als hilfreich.
Viele Grüße
Jonas
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2 days ago
Hello @user_4d7d48,
thank you for contacting us via our community.
My apologies for the inconvenience our hotline has caused you. I will gladly help you with your case.
For that, I will need to speak to you. Please go to your profile and fill in your mobile phone number and your customer number. These can only be seen by me and my colleagues from Telekom hilft. Once you have done so, I can call you and look into the fiber contract you wish to have canceled.
Kind regards
Jonas
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