Guten Tag,

I apologize for posting in English, but I don’t speak German (yet).

I’ve recently moved to Cologne and I had made an appointment to install a new Telekom DSL home internet connection today (16.9). Instead of the technician getting an appointment, I got a postal letter saying that I had to pay a 290 EU deposit in order to get service.

I sent the payment as soon as I saw the letter, and then I reached out to Telekom customer service via the app to check the status of my appointment. Long story short, I chatted with three different agents, none of them gave me a new appointment, and instead they said that it would take between 3-5 working days for the payment to be reflected in my Telekom account (though it left my bank already), and that only then I could get a new appointment.

Is this usual? Did this happen to someone else? Is there any way I could speed up the process?

I haven’t been given a customer number yet, the number I pasted there is the reference number on the letter. I also have an order number, and a buchungskonto number.

Thank you advance!