No internet after 10 weeks and 3 fiber install appointments
vor 24 Tagen
- 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 24 Tagen
Hallo @jmccart,
Es tut mir leid, was du bisher erleben musstest.
Das ist absolut nachvollziehbar frustrierend, vor allem nach mehreren Terminen und so viel Aufwand. Das sollte so natürlich nicht laufen. Ich möchte mir deinen Fall gerne genauer anschauen und dafür sorgen, dass schnell eine Lösung gefunden wird.
Bitte trage noch deine Kundennummer und Telefonnummer in deinen Profil-Benutzerdaten ein.
Ich freue mich auf deine kurze Rückmeldung, damit wir das gemeinsam voranbringen können.
Viele Grüße
Fadi
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vor 4 Tagen
Hi Jeremy,
We have raised the issue again with our technical department and are waiting for a definitive response. We'll keep you updated.
Best regards
Timur
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vor 2 Tagen
Thank you @Timur K.
Immediately after your last message, I received another appointment from Deutsche Telekom Außendienst for 28-May. This looks exactly like the 3 other appointments, but my understanding is a different department or partner needs to complete the building wiring.
Will technicians for this appointment be able to run fiber from the keller to my flat or do I need a different appointment for this work?
Thank you again for all of the help,
Jeremy
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vor 2 Tagen
@jmccart We have just received an update stating that it has been forwarded to the relevant department.
Kind Regards Wiebke
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