Repeated delays, failed contract, and inactive Schnellstart SIM – still without internet
vor 22 Stunden
I am extremely frustrated with my experience so far and would appreciate some help.
On 23 May 2026, I ordered a 100 Mbps internet plan. At the time of ordering, I was given a technician appointment for 15 June 2026.
However, without any prior arrangement, a technician came to my address on 28 May 2026. Since I was not at home (I was expecting the visit on 15 June), the installation could not be completed and my internet was not activated.
I was then given a new technician appointment for 18 June 2026.
On 18 June 2026, I stayed home waiting for the technician, but no one arrived. After contacting customer service, I was informed that my contract had failed for some reason, so the technician would not visit and the internet connection would not be activated.
A completely new contract was then created for me on 18 June 2026, with yet another technician appointment scheduled for 29 June 2026.
Since I had already been waiting for several weeks without internet, Telekom sent me a MagentaZuhause Schnellstart 3 router, which I received on 20 June 2026 as a temporary solution.
Unfortunately, the SIM card supplied with the router is not active, so even the temporary internet solution does not work. As a result, I am still without any internet access.
I have been following up with customer service repeatedly since placing my order, but instead of getting connected, I have faced multiple appointment changes, a failed contract, and now an unusable Schnellstart router because of an inactive SIM card.
Could someone from Telekom please look into my case and help resolve this as soon as possible? Specifically, I would like to know:
Why did my original contract fail without informing me in advance?
Why is the SIM card for the Schnellstart router inactive?
Can the temporary internet be activated immediately while I wait for the technician appointment on 29 June 2026?
Any assistance would be greatly appreciated.
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vor 22 Stunden
@dhiren
the Teamies will contact you.
Greats Waage1969
0
vor 21 Stunden
Hello @dhiren,
welcome to our community.
I'm very sorry you're not online yet.
I'm happy to take a closer look.
To do this, please enter a callback number including contact details in your profile details and then inform us about it here.
We are on duty daily from 7:00 a.m. to 11:00 p.m.
The largest possible time frame would be ideal.
Best regards
Kathrin
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vor 21 Stunden
Hello @Kathrin W. thank you for your reply, I have updated the details
von
vor 20 Stunden
Vielen Dank @dhiren
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vor 18 Stunden
Hello @dhiren
Thank you very much for the friendly conversation.
I ordered the activation of the SIM-card of your Schnellstart router, and I'll write you an email with the details of the new contract in a few minutes.
If you have any more questions, please write to me here again.
Kind regards Inga Kristina
2
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vor 4 Stunden
Hello @Inga Kristina J. thank you for your prompt response yesterday. I see the SIM card of the Schnellstart router is now active, so I can use it until the setup of the internet.
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vor 4 Stunden
We were happy to help. If you have any other questions, feel free to reach out here anytime. 👍🙂
Best regards
Timur
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