Solved
No setup link after fiber installation
10 months ago
(Sorry for posting in English, my German is poor)
Hello community,
I had the Internet connection for Vodafone and I ordered Fiber Internet on May 10. A technician from Telekom installed the fiber connection to our appartment on June 18. They told me in order to activate the connection, I need a setup link from Telekom to configure the modem. The setup link is usually sent to me on the day when my contract with previous ISP is ended (i.e Vodafone).
Telekom handles the termination of my contract with Vodafone. My contract with Vodafone has ended on June 28 (I can confirm that from both Vodafone and Telekom's portal). However, as of today, July 10, I still haven't received the setup link from Telekom. I tried call the hotline, but they either don't speak English, or they can't check my order due to permissions. I visited a Telekom shop nearby, they can't help with my order neither - just asked me to wait. (They gave me a router with SIM card as a temporary solution so I don't lose Internet connection, thanks!)
I don't know what to do now. I just want to make sure there is someone actively looking into my order so it can be finally resolved.
Best,
Chi
159
8
This could help you too
1 year ago
88
0
2
1 year ago
258
0
16
1 year ago
91
0
3
4 years ago
405
0
4
10 months ago
The support people in the community (" Teamies ") should be able to help you with a new setup link, but it can take several hours for them to get to your posting.
If you are comfortable with a phone call in German, you could also call the dedicated fiber helptline (0800 2 266100), who should be able to help you right away.
0
10 months ago
@lejupp Thanks for your reply!
Since I don't speak German, can Teamies help look into my issues? Thanks!
0
10 months ago
@Chi Wang I have highlighted your thread to the support team.
0
10 months ago
@lejupp Thank you!
The support team just made a phone call to me explaining the issue with my order: due to technical reasons, my order was stucked at changing provider step - that's why I never received the activation link.
The support team is able resolve this issue by providing me a new order and I should be able to activate the fiber connection tomorrow.
Thank you all for the help!
1
Answer
from
10 months ago
@Chi Wang
Thank you very much for the pleasant conversation earlier 🙏🏽
As we discussed, the fiber optic order got stuck during the provider change process and went into an error 😕 I'm very sorry that this has dragged on until now.
The technology on site is already in place and you also have the fiber optic socket in your home 🙂 I have now been able to set up a correct order for the fiber optic connection and I have set up the activation for tomorrow. You will then receive the setup link tomorrow, which will allow the connection to be activated. Please give me some feedback afterwards to let me know if everything went well 🙌🏽
My colleague from the provider change area will then also take care of the corresponding change credit as soon as the first invoice is available. If there is anything else, you can contact me at any time 🙂
Best regards
Timur
Unlogged in user
Answer
from
Accepted Solution
accepted by
10 months ago
@Chi Wang
Thank you very much for the pleasant conversation earlier 🙏🏽
As we discussed, the fiber optic order got stuck during the provider change process and went into an error 😕 I'm very sorry that this has dragged on until now.
The technology on site is already in place and you also have the fiber optic socket in your home 🙂 I have now been able to set up a correct order for the fiber optic connection and I have set up the activation for tomorrow. You will then receive the setup link tomorrow, which will allow the connection to be activated. Please give me some feedback afterwards to let me know if everything went well 🙌🏽
My colleague from the provider change area will then also take care of the corresponding change credit as soon as the first invoice is available. If there is anything else, you can contact me at any time 🙂
Best regards
Timur
0
Accepted Solution
accepted by
10 months ago
@Timur K.
Thanks again for your help! I am able to activate the connection this morning and I am using the fiber connectin to write this reply! ❤️
1
Answer
from
10 months ago
@Chi Wang
Thank you for your feedback 🙂 I'm really pleased to read that the connection is finally up and running and the hassle has come to an end 🤩🤩
Best regards
Timur
Unlogged in user
Answer
from
Unlogged in user
Ask
from