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Options for changing glassfiber Modem ID as a non German speaker
8 months ago
According to this, I can "register" the new Modem ID by calling the helpline. With a little help from the conversation translator function on Google Translate and a little luck being directed to an agent who spoke english, I was successfully able to register my new modem device.
My question however, is if calling this number is the only way? The call tree to get to the agent itself is in German, and uses phrase recognition to select options instead of numbers.
Can I do this via an email or a support chat session instead? Atleast this way I can use a translator more conviniently and as an added bonus avoid any mistakes in passing along the Modem ID as well. Or is there even (or can there be) an online form on my telekom.de contract portal to do the same?
The answer probably is that calling this number is the only option for now. If so, it would be great if the above can be taken as feedback.
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8 months ago
The only other option I'm aware of is via the support team in this community. They usually deliver better service than phone support and they do it in English too.
Just wait for a Teamie to show up if you still need any help.
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8 months ago
Hello @nulltermination,
thank you for the post. 😊
You can use the hotline number, however, like @lejupp, already wrote the team here can also help. Especially when you are a non-German speaker. So you can skip the whole asking tree part and get called by an English speaker.
Kind regards
Belana
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8 months ago
Thank you for confirming @Belana M. This is great, next time I'll just post here. Much appreciated.
Would be great if this was made self-serviceable sometime in the future :).
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8 months ago
Hello @nulltermination,
you're welcome. 😊
That would make it easier, as of right now we are more than happy to help.
Kind regards
Belana
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Accepted Solution
accepted by
8 months ago
Hello @nulltermination,
thank you for the post. 😊
You can use the hotline number, however, like @lejupp, already wrote the team here can also help. Especially when you are a non-German speaker. So you can skip the whole asking tree part and get called by an English speaker.
Kind regards
Belana
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Accepted Solution
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6 months ago
For those that end up here looking for potential options, these are two "semi" alternatives that you can use to avoid having to go via the hotline call tree. Not necesarily rocket science or anything new. Just summarising.
Contact options are available from https://www.telekom.de/hilfe.
Option 1: Use call back service
This method simply avoids going through the German language only call tree. But this also relies on you having some luck ending up with an agent who is willing to try helping you out in English. But recently, your probability of success is higher.
Have your last 6 digits of your IBAN ready for identification.
Option 2: Use WhatsApp chat
This method is particularly useful if you are comfortable using a translation app. You can also simply use the WhatsApp webapp to enable in-browser auto translate. You will have to translate your messages prior to sending them though. The advantage really is that it avoids the "Can we speak English?" dance and it is really quick once you get an agent.
You can start a chat at https://wa.me/4915142227878. For reference, my chat went something like this prior to being transferred to an agent.
The messages after, were a login url to generate an OTP. Once that was done the, the bot asked if this "was a problem"? Simply respond with "Nein".
And wait for a minute before you are connected to an agent. They will ask for your old and new Modem ID. Once you share this, the connection on the old modem will be disabled and you will be asked to connect the cable to the new modem.
Pro tip: Make sure you have backup internet on the device you are using WhatsApp, otherwise once the internet gets disconnected on your old modem, you won't receive any more messages 😂. This definitely did not happen to me.
Option 3: Organise a time here for a call back in English
This was already pointed out before, the friendly Telekom Teamies will always help you out with a scheduled call back on here. Just have your details up-to-date on your profile.
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6 months ago
@nulltermination
Many thanks for your summary and the helpful information for other users 🙂🙏🏽
Best regards
Timur
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