No internet after 10 weeks and 3 fiber install appointments
vor 5 Monaten
- 4 Feb: I ordered fiber internet. There is already fiber in my building, but no Glasfaser-Dose in my flat.
- 19 Feb: First appointment - Two technicians arrived and found there was no fiber run from the keller to my flat. They said I needed a new appointment and the technicians will be sent with the required equipment.
- 11 Mar: Second appointment - Two technicians arrived without the tools to run fiber to the keller. Again I needed a new appointment.
- 15 Apr: Third appointment - No technicians arrived. 2 hours after my appointment window, I received an email saying my appointment was cancelled with no explanation. When I called the hotline, they said it was cancelled because only 1 technician was assigned to my appointment. I am supposed to have another appointment within the next 2 weeks.
After 10 weeks and taking time from work 3 times, I still have no internet in my flat.
I understand the fiber run to the keller was a surprised on the first appointment. But it was clear after that visit that the job required 2 technicians and special equipment.
I've called the hotline, I've sent emails. Everyone has been friendly, but no one has been able to help me.
This has been a terrible, frustrating experience. Can someone please help arrange for my installation to be completed as soon as possible?
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vor 4 Monaten
Hello @jmccart,
I'm not too sure why the previous messages are gone.
However, we sadly have not gotten any info back yet.
We will keep you updated.
How thought about the tariff via Funk ( LTE / 5G ) as a short term solution.
Kind regards
Belana
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vor 3 Monaten
Hello @jmccart,
I'm sorry for the misunderstanding.
The ticket is still ongoing and I just put in another request.
I will keep you updated.
Kind regards
Belana
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vor 3 Monaten
Thank you, Belana!
What about the short term 5G service?
I'm available for a call
Thanks,
Jeremy
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vor 3 Monaten
Thank you very much for the pleasant conversation earlier. 😊 As discussed, I’ve signed you up for the 5G plan as a temporary solution. You’ll receive all the details in the order confirmation. We’ll continue to keep an eye on the fiber optic inquiry and will let you know as soon as we hear back.
Best regards
Timur
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vor 3 Monaten
Hello @jmccart
We're still keeping an eye on the issue. I can see that there is a new appointment for the installation. I noted in the ticket that we're still waiting for a solution and information.
Kind regards Inga Kristina
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vor 4 Tagen
Thank you for sharing the message from technical support, @Wiebke S.. I'm starting to understand the problem, but I'm still a bit confused.
The technicians have never tried to run fiber through the conduit during any of the install appointments I've had since February. They all said they didn't have the necessary equipment.
A few more questions would be a huge help
Vielen dank für deine Hilfe
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vor 4 Tagen
@jmccart Thank you for your feedback. I will pass this on to our technical service team as additional information.
Kind Regards Wiebke
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vor einem Tag
@jmccart I received the following response: as previously mentioned, the inner conduit has a kink. The owner or property management is responsible for this. We can only blow in the cable once this has been replaced.
The customer needs to contact the property management or owner to inquire about this.
Kind Regards Wiebke
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