No Confirmation email for DSL
3 years ago
To whom it may concern,
We have placed an order for Magenta Zuhause L through the Deutsche Telekom website at the beginning of the last week (together with a router). We chose tomorrow as the installation date through the process (at the Deutsche Telekom website) and have obtained "Eingangsbestätigung".
However, we have not received the confirmation email (nor a router) yet.
When we placed the order, we believed that the internet will be installed tomorrow as indicated by your website and arranged our schedule as such. So, we are worrying about whether our order was processed properly or not.
Could you kindly check the status of our order?
Thank you very much for your time in advance.
424
7
This could help you too
4 years ago
1672
0
5
915
0
1
3 years ago
Please enter your customer ID (in case you already got one) and a phone number where you can be reached at into your community profile and let us know here once you have done that. I will then highlight this thread to the support team who I guess will call you to discuss the topic.
That said, the preferred date that Telekom lets you enter on the service request website is non binding and often (not to say always) rather unrealistic. In many cases it takes until after that date to even get a definitive statement on whether the requested service can be provided at all. What makes matters worse is that sometimes service requests are cancelled by Telekom without notifying the customer at all. Either way, I would not bet on anyone showing up today to set up your line.
6
Answer
from
3 years ago
Hello @Alcedinidae,
I just tried to call you again, but I got the message: "The number you have called is not recognized".
Could you please check if the mobile number you added in your profile is correct, and give us a short feedback here?
Kind regards Inga Kristina J.
Answer
from
3 years ago
Dear Christina P and Inga Kristina J,
Thank you very much for your help, and I'm sorry for my late reply.
Unfortunately, we received a letter (by post) that Telekom cannot offer the internet service to us.
In the meantime, we luckily met a Telekom staff who is offering a help for us to sort out the problem.
Although the letter did not specify the reason, it is likely that the issue is that we used a non-German bank account for the payment, and I think Telekom does not accept this (Is this true?). It might be the same reason you could not contact me as my mobile number should be correct although it is not German number.
We will know the outcome soon, and will let you know this as soon as possible.
Answer
from
3 years ago
Hi @Alcedinidae,
we're often calling non-German phone numbers, usually this is no problem. But I'm glad you already found someone who's going to help you.
The bank account should be approved for SEPA direct debit. If that's the case, you can also use a non-German bank account for the payment.
I'm looking forward to your next update.
Kind regards Inga Kristina J.
Unlogged in user
Answer
from
Unlogged in user
Ask
from