Several interruptions per day
vor 2 Jahren
Hello Telekom friends.
I would like to know how is the procedure to trigger a claim about the service, since 06-01-2023 I started to experiment several drops of connection during the day, I checked the activity on the router and sometimes a yellow light blinking appears, during the moment of the light blinking the internet is not available. The problem to me is that I worked from home and to have a stable internet connection it is so relevant for me. I also saw some technicians works in my surrounding area with some "temporary connections". The problem persists until today 10-01-2023
I would like to know if here in Germany, as in other countries, you have the chance to request some compensation due to the disturbances or any other thing that helps meanwhile the problem is not totally solved.
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vor 2 Jahren
how is the procedure to trigger a claim about the service
Hi Leo,
You have to go to the Kundencenter self-service portal and initiate a line check > https://www.telekom.de/hilfe/hilfe-bei-stoerungen/leitungspruefung. Depending on the results of the check you can report an incident.
For a possible compensation, see > Bundesnetzagentur - Störung. But first of all you have to report an incident so that Telekom knows that you are having issues with your internet connection.
Some standard questions: How fast is your line, which router do you have, do you have Powerline devices in your home network?
Best wishes,
Thomas
3
Antwort
von
vor 2 Jahren
Thanks for your answer Thomas.
I have 50/10Mbps, the router that I have I don't remember now what is, but it is provided by Telekom in June 2022 and there is no Powerline devices in my network.
The issue that I have is the same issue that all my neighbors have in Oberkaufungen (34260) area since last friday. Today I come to the office to avoid the constant outage that I experiment during the day.
Antwort
von
vor 2 Jahren
@leo.gutierrezg
Hey Leo,
thank you for your post in our Community 🙌
Unfortunately, i couldn´t reach you at the moment, to check the Internet-issues with you.
When can i reach you under your mobile number? 📱
Greetings
Timur K.
Antwort
von
vor 2 Jahren
Thanks Timur for try to reach me out, but now I'm in a meeting, round about 16:30~17:00 I will be a your disposal. Please call me again to my mobile during that time frame.
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Antwort
von
vor 2 Jahren
Hello, I got this message when I run the link from my computer connected to the router:
* Note : We currently do not offer a diagnosis for mobile communications, MagentaZuhause Regio, home cable and direct dialing connections .
1
Antwort
von
vor 2 Jahren
Hey @leo.gutierrezg thank you for the quick, but nice call. Please let me know, if the colleagues from the Regio-Hotline could help you out and if there is something bigger.
Kind regards Sven Ö.
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