No internet after 10 weeks and 3 fiber install appointments
vor 3 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 einem Monat
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 einem Monat
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 einem Monat
Thank you, Belana!
What about the short term 5G service?
I'm available for a call
Thanks,
Jeremy
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vor einem Monat
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 21 Tagen
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 12 Tagen
Hey,
We're checking in again. I noticed that the installation appointment on June 18, 2026, couldn't take place and was canceled. 🙏 Did you cancel the appointment? If not, we'll need to follow up with our technical department. 👍
Best regards
Timur
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vor 11 Tagen
@Timur K. no I didn't cancel. This happened with the last 2 appointments also. No one shows up and then at the end of the day I receive a cancellation message. I think they skip me because it's clear from the notes on the account that the install cannot be completed until the fiber is installed between my unit and the Keller.
Can you please check with the technical department? It's been 20 weeks and 5 appointments now 😞
Thanks for your help,
Jeremy
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vor 11 Tagen
Hello @jmccart,
thank you for your feedback. That is really odd.
I will try to find out why it was cancelled again.
I will keep you updated.
Best regards
Belana
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