I am having a very frustrating and serious ongoing issue with Telekom. I notified Telekom on 31.03.2024 that I was moving house on and set my internet move over date as 22.04.2024 - they said on the website it would take only 7 days to move over, great! 

We moved in a little earlier than expected, on Wednesday 17.04.2024, and on this day I phoned Telekom to just ask if there was any way they could move my internet starting date earlier, knowing it was unlikely but I thought it was worth asking. The person I spoke to on the phone said “unfortunately not, but we can install your internet on Monday!” Which as this call was on Wednesday 17th April, I assumed she meant the following Monday 22nd April, my original date. No worries, as expected but at least my original, requested date was still on and I confirmed that Monday was fine.

24 hours later I got an email that actually, the installation date would be Monday the 13th… OF MAY! Which the person on the phone did not at all specify, so I immediately called them to rectify that May 13th was waaaay too late for me as I requested the 22nd April and I work from home, so it would not be at all possible for me to wait that long. 

After being hung up around 4-5 times, I finally got a break and spoke to someone who said “there’s been a mistake, the person incorrectly put in 13th of May but I can see we can install your internet on 23.03.2024 between 08:00-13:00” - a day later than I had originally hoped but all okay… these things happen.
23rd April comes and NO sign of Telekom. By 14:00, I call them again and am trying to phone them for over 2 hours and have been HUNG UP on over 10 times!!! Just *beep* with absolutely no assistance. 

I have now managed to speak to someone on WhatsApp who is telling me that the technician has been postponed to 13th May… despite me putting in this request on 31.03!!! They also said “my colleague was mistaken(?) and there was NEVER actually any appointments available for 22nd or 23rd April” … I took the whole day off work to be here for this appointment which apparently never actually existed despite my app and account telling me it was still going ahead. 

Does anyone have any advice here? I am absolutely stumped and at a dead end, every time I phone Telekom they hang up on me and I’m getting nowhere. I can’t live in my apartment for a whole month with no internet. I am beyond furious at this point and exhausted. I’m minutes away from cancelling my entire contract with them over this whole thing.