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Seven weeks with no Glasfaser installation with no end in sight
vor einem Jahr
I ordered a glass fiber connection for my apartment on 30.11.2023 and was assured by a sales person that by 21.12.2023, it will be connected as it's marked in their system. We received an Auftragsbestätigung confirming our order. The previous tenant also had fiber optic internet; I talked to our neighbours and they had only good things to say about it so I thought it should be easy and fast to receive the same service as it is already in the apartment. There's a box with the Telekom logo and the words "Glasfaser Modem 2" on it in the internet box inside the apartment. Unfortunately this odyssey turned out to be very different.
In my Glasfaser-Portal, the last thing that happened was a Besichtigungstermin on 19.12.2023, and since then nothing has moved. I talked to the Hausverwaltung and Hausmeister but none of them actually heard from Telekom, nor do they need to approve this connection, so I wonder if anything even happened on that date.
After calling support many times, the best I can get is a redirect to another phone number to call but I am spun in circles until I'm ultimately redirected back to the Glasfaser Hotline number.
The information I've received from many unhelpful hotline personnel is to just wait for an email with a link to make an appointment for installation and nobody can give an estimate when this could happen. I don't understand why this email should take so long if it's only an entry point for booking the appointment. Why can't the booking link be sent now so I can have at least a date in mind when to expect this connection?
Often on the hotline I get answers like "be patient and wait". Sometimes the phone personnel are just plain rude and aggressive saying I should wait as it could be 8 weeks, 4 months, or any amount of time and they just hang up. It is unacceptable for people on the hotline to end the conversation like that. Some of these must be recorded and be assessed by quality control.
I tried going to the Telekom shop to talk to a person there as hotline proven to be not helpful at all. In the shop they told me in their system it says the building should be connected by 17.01.2024 and this deadline has passed already as well. Calls to the Bauherren service are also unsuccessful as the order is not found in their system.
I have a feeling my order is either lost somewhere in the system or misunderstood since, again, the connection and the wire from Telekom is already inside the apartment and I cannot see any reason for a further delay or a need for a technician.
Is there any way to make it work and receive a date when I finally get my internet connection? I understand that it takes time but Telekom must have all the data to at least arrange the appointments in the future, instead of merely telling me to wait for a mystery email.
If there is no way of making it work I am considering involving a lawyer and cancelling the contract as unfortunately Telekom so far doesn't seem to fulfill promises.
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vor einem Jahr
I’m sorry to hear your struggles and somehow it looks like you’re waiting for a completely new connection to be installed while in fact you just want to reactivate an existing one. However, maybe your area is just in the process of migrating to a different platform which would also cause a significant delay in processing your order.
Kindly update your user profile and fill in the necessary data such as your customer number, a phone number the @Telekom hilft Team can reach you and indicate the best timeframe for a call as I think only they can give some insight. (The data you provide in your profile can only be seen by the team not others.) Thank you for your patience.
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vor einem Jahr
Thanks, I added missing information to my profile.
The neighbourhood consists of buildings built 2018-2020 so it would be weird to upgrade such recently placed cables. Even in case of the update I see it unreasonable to keep me out of service for unknown time until that upgrade is completed while the rest of the building is using the service via the current tech.
Uneingeloggter Nutzer
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vor einem Jahr
Wer ne Kurzfassung braucht:
Did you provide the ID on your fiber optic box when placing the order? Because the current description makes it sound more like a new construction.
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vor einem Jahr
I informed the sales person about that but they insisted that all the needed information is already in their system so nothing else is needed from my side and I have to "trust the process"
Uneingeloggter Nutzer
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von
vor einem Jahr
Who was the sales person? Telekom shop, phone, agent, someone at the door?
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vor einem Jahr
@OlehK
Very good 👍🏽
The building was noted as being developed and completed in one go and not several dates at different times. It was the owner's decision that it should be extended and completed in this way.
Best regards
Timur K.
Antwort
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vor einem Jahr
@Timur K.
I talked to property management and they say they have never heard anything like that and didn’t change anything with Telekom. Could it be a mistake that, in the system, the building is marked as being developed?
Antwort
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vor einem Jahr
@OlehK
The technology is outdated and no longer compatible. It needs to be replaced and the owner has agreed that the entire building will be removed in one go. Our colleagues are already clarifying this with the owner.
Perhaps there is another colleague at the property Management who knows. Either way, the property management should have a contact person at our company.
Best regards
Timur K.
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Akzeptierte Lösung
akzeptiert von
vor einem Jahr
@OlehK
I have already received a reply from the specialist department 🙏🏽
The object belongs to a so-called BULK order. This means that the building is first completely expanded in all apartments and then the connections are activated. The colleagues are currently working on the scheduling but the owner is currently unable to provide access to the properties with facility manager and contact person. The colleagues are already in the process of clarifying this, but cannot do anything else at the moment.
Please contact your owner and ask for information.
Best regards
Timur K.
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vor einem Jahr
@Timur K.
I asked property management about this and will post an update here as soon as I have an answer about that.
As I understand nobody in the whole building would be able to get a fiber connection until this expansion is finished regardless of their provider.
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vor einem Jahr
After talking to property management and them reassuring us there's nothing going on between them and Telekom at the moment, last week yet another hotline call managed to get some progress on the issue.
As the specialist on the other side figured our existing fiber wire inside the apartment--for whatever reason--was still assigned to the previous tenant (wasn't suspended by Telekom correctly?), the nice person on the other side of the hotline created a ticket to fix it. By the end of the last week we got a call back that the issue has been fixed and informed us that our initial order (remember when I started with Telekom shop employee) was created incorrectly like a new construction, which was not the case so they fixed our order.
In the new order, the new date when the contract would start is mentioned as 07.02.2024 and we already received the devices that were rented to us on the first day. It's a Speedport Smart 4 Plus with built in modem and a Speed Home WLAN. Unfortunately we can't use this router because it doesn't fit inside our fiber cabinet in the apartment, nor it makes sense in there as it's not recommend as a wifi spot according to the device manual I just read. We have a Glasfaser Modem 2 from Telekom and this is the largest device that can fit inside the cabinet in the apartment(picture attached). I believe the size of the device and placement restrictions is something the sales person at the Telekom shop should have informed us before selling this product.
@Timur K. could you please help us with the return process of these devices? I'd like to use the existing Glasfaser Modem 2 device instead of the router.
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Akzeptierte Lösung
akzeptiert von
vor einem Jahr
Short update to close the topic: everything as I mentioned before. The original order was created incorrectly and for two months Telekom support ignored our questions insisting everything is fine and we should trust the process. There’s no any bulk order on the building nor the currently available technology is outdated. I am successfully connected via the exact same wire I had in the apartment(claimed to be old technology), no technician visit was necessary and I am writing this via my new connection. I am endlessly grateful to the nice person on the support line who figured it out eventually and made this work just within one week.
P.S. I had to use another modem because the router given to us is not fitting the box. So I’m up for another adventure but it will be a new topic.
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