No update on GlassFasser Connection for two months
vor 2 Jahren
Hello,
I had booked a fibre optic connection alomst 2 months ago and the fibre optic connection is already setup in the building for two months now (screenshot attached).
However, I have not received any update regarding connection set up from Telekom. Previously the estimated date for connection setup was 21st May (while I booked the connection) but now it keeps on increasing day by day (system now will show 2nd week of July). I visited the telekom store and they raised a ticket on my behalf but no callback from the customer service.
The housing company which manages my building mentioned telekom technician was supposed to visit but they did not and also no reason was provided by telekom regarding the same. They tried to reach out to telekom with my booking number but telekom mentioned they cannot find any such booking number. Which is surprising to me because the telekom store was able to see it in their system.
I have the Schnellstart Router to cover the gap for connection but it is frustrating to have limited data 60GB and the top up each and everytime the data runs out. While I was booking the glass fasser connection I was not made aware about the LTE sofort option by the store representative. It also has a drawback of 16 MBPs speedlimit and not preferable for me as I need high bandwidth.
I work from home atleast 3 days in a week and really need the Glassfasser connection established as soon as possible!!!
Can someone from the telekom support help here? I can provide my booking details and customer number separately over chat.
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vor einem Jahr
@Timur K. Yes. It was booked. Apologies for late reply, seems to be some issue with my email notification.
Regards,
Yash
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vor einem Jahr
@yash2
No problem 🙂 I'm happy to read that 🙌🏽
Best regards
Timur
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vor einem Jahr
@Timur K. @Christian Ha. Can you extend my unlimited data voucher again? My current voucher expires this Sunday.
I hope it is fine if I redeem the new voucher only on Sunday even though I have received it before.
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vor einem Jahr
Hello @yash2,
I've sent out another voucher. 😊
Kind regards
Belana
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vor einem Jahr
@Belana M. Thank you for the quick voucher 😊
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vor einem Jahr
@Timur K. @Christian Ha. I tried to book the 60GB voucher which was provided by @Belana M.
However, when I tried to book it showed the following message.
But when I check the booking history, no voucher is displayed
Can you please provide me a voucher again? It will be really helpful if you can provide unlimited data voucher.
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vor einem Jahr
@Timur K. Thank you 😊
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vor einem Jahr
And, @yash2, it will arrive soon.
Sincerely,
Johannes
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vor einem Jahr
@Johannes P. Thank you very much! It has arrived 😊
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vor einem Jahr
@Timur K. @Johannes P. @Christian Ha. As per previous information the house connection should have been completed by first weeks of September. However, it is already end of September and there is no sign of the house connection being established. What I know from my landlord is that there has been no communication from Telekom as well in this regard. I am really now questioning if Telekom really wants to setup the house connection or not? There is no respect of the timelines given and each and every month the timelines are shifted in the future. I can understand that certain type of connections have different requirements and may take some time, but not certainly this long.
Can you give me a latest update on the connection status?
Also, my unlimited voucher expires tomorrow, can you grant me a new unlimited data voucher?
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vor einem Jahr
Good evening @yash2,
you should have received a new unlimited voucher for the next 30 days.
I'm terribly sorry that the whole process takes so long.
Since the order of the fiber connection for the house is a slightly special one, it's some kind of extra-tricky... My apologies for that. 😕
Kind regards
Louisa
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vor einem Jahr
@Timur K. @Christian Ha. @Louisa G. My current voucher expires in 2 days. Can you issue a new unlimited data voucher for me?
Do you have any update for the connection? By when will it be available in my apartment?
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vor einem Jahr
Hey @yash2,
we took care of the voucher for you.
About the connection itself we don't have any updates yet.
Kind regards
Louisa
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vor einem Jahr
Yes, I have received the voucher.
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vor einem Jahr
@yash2
Perfect 🙂
Best regards
Timur
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vor einem Jahr
@Timur K. @Louisa G. Good Day,
Can you issue another unlimited data voucher for me? My current voucher expires on 3 days on Friday.
Also, is there any update on the connection? I see that there was a viewing appointment on 5th November. But do not have details after that.
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vor einem Jahr
@yash2
Thank you for your renewed message 🙏🏽
I could see that the viewing appointment was on 05.11.24. But nothing else has happened yet. We can only top up the voucher again on Friday and will get back to you here 👍🏽
Best regards
Timur
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vor einem Jahr
Thanks @Timur K.. I will come back on Friday for the voucher
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vor einem Jahr
@yash2
All right 👍🏽
Best regards
Timur
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vor einem Jahr
@Timur K. Good Day,
Can you issue me a unlimited data voucher now?
Regards,
Yash
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vor 11 Monaten
Unfortunately, we do not yet have any new information from the specialist department 🙏🏽 As soon as we have new information, we will get back to you 🙂
Best regards
Timur
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vor 11 Monaten
@Timur K. @Louisa G. I finally now have my connection for glasfasser setup and connected to the internet and this ticket can be closed. I would like to thank all the colleagues in this forum who helped me with the vouchers and other queries. But, I am at the same time also super annoyed that the process was so long an tedious.
However, here is my feedback regarding the 1 year long process (which ideally should not be this long!) that I had to go through
- Firstly, the building setup should not be 4 years long!. My landlords had placed the order for fiber optic expansion in our building in 2021. I understand there was covid at the time but after 2023 the process should have expedited and be much smoother
- Secondly, the house connection was already ready with the FTTB setup done in all apartments. Only missing piece was the DPU in the basement to convert fiber signal to copper. But it is surprising that it took almost 1 year to have it set up.
- The representative in the Telekom shop provided with me the schnellstart router. They should have recommended the LTE Sofort from the beginning as I had told them that I need internet for my work everyday.
- LTE sofort is a good solution however, in this day and age 16mbit speed is too low in my opinion. It should be updated to atleast 50mbps.
- I have noticed that the communication between Telekom internal departments is really poor. My landlord informed that they had to dial lot many times to understand what the next steps would be and each department would jump from one place to another.
I also see the experience regarding connection of fiber optics is also very bad annoying for other members of the community. I have seen numerous posts with similar experiences. I would really wish Telekom considers all the feedback that people have provided and hope new customers do not have to go through this long process.
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vor 11 Monaten
Hey there @yash2,
thank you so much for your feedback. Once more, I can only apologize for experience you've had regarding your fiber product. Please be sure, we do take feedback & cases such as yours serious and are constantly working on improvements and optimization of every process along the line.
Should you ever have any other issues regarding the use of our services & products, please let us know right away, and we'll attend to that matter accordingly.
Have a great week and enjoy your evening
^Christian
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