I recently accepted Telekom’s fibre upgrade offer, with a temporary DSL fallback line provided until fibre activation. A technician installed the line on 27 July, and since then, I’ve been left with no internet, incorrect billing, and no meaningful response from customer service.

As I was travelling, I reported the issue on 3 August. A technician visited on 5 August, confirmed that the problem lies on Telekom’s side, and told me to wait. I followed up via WhatsApp on 7 August, but received no response. There is still an open fault report.

In addition, I signed a contract for €29.95, but my account was charged €42.75.

For the moment:

• I understand I’m entitled to compensation under TKG § 58 for lack of service (working online without internet is not fun)

• To avoid being charged indefinitely for a non-functioning line, I submitted a termination notice under § 314 BGB, giving Telekom time until 18 August to resolve the issue (as a safety measure)

Could anyone advise:

1. How do you think I could move this forward and get the connection working?

2. How can I request a refund for the overcharge and prevent further billing issues?

3. What’s the proper process for claiming compensation under TKG § 58?

I’m still hoping for a constructive resolution, but if that’s not possible, I’d also like to understand how to terminate the contract properly without further complications.

So far, customer service has only said, “Everything looks fine on our end.”

Thanks in advance!