New address is mistakenly listed as Telekom compatible, can't cancel contract
2 months ago
Hello, I already have a DSL contract with Telekom, and I am moving into a newbuilt which is operated by a company. Their technical building manager has told me (with capital letters) that Telekom is NOT supported. However, Telekom insists it can provide its services. I had applied for extraordinary termination, which got rejected, and a cancellation date was set at the end of the contract period, in 6 months.
Trying to explain all this to someone in the support chat, he offered a second contract for the new address because he couldn't un-cancel or make changes the first contract. This triples the problems instead of solving anything. He then logged off from the chat abruptly when I told him no I will not sign a second contract. lol.
It is far more probable the building manager is right, and telekom might have an old record (the whole neighborhood was rebuilt after all). Is there anything I can do? Get the two parties to talk to each other?
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2 months ago
Welcome to our community @user_387e86,
I'll gladly assist you in this matter. Could you please fill out your profile with your customer-number and callback-number? To do so, just go to your own profile, go to its settings and then on the first page activate the switch seen in this screenshot:
After you filled out the info, please let me know when a short call would suit you best.
Kind regards
Louisa
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2 months ago
Hello @user_387e86,
I'm sorry that I'm a bit late. Can I still reach you today?
If not, then I will try again tomorrow.
Kind regards
Belana
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2 months ago
Hello, sorry didn't see the reply yesterday. Today any time works.
Thanks,
George
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2 months ago
Thank you very much for the pleasant conversation and your time 🙏🏽😅
Unfortunately, the case was a little more complicated than expected, but we managed it. We can offer you a connection at the new address as we have a cooperation with MNET for fiber optic connections. However, your fiber optic ID does not seem to be active yet, which is why I had to place an order with a technician appointment through MNET 🙂 You should receive an email within the next few days to make an appointment.
As soon as the date for the installation is set, I will cancel the connection at the old address on that date 🙂 I will still have the fiber optic ID checked in the background in parallel, so a technician may not be necessary after all. However, the order remains and should anything change, I will of course contact you directly 🙂
Best regards
Timur
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