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Telekom contract created in 22.11.22, cancelled in December, but still active in March 2023
vor 2 Jahren
To whom it may concern,
On 22.11.2022, I made a contract at Telekom shop, where I specified that there is no fiber dose mounted into my apartment, but the fiber cable is passing near my door.
On 27.11.2022 I received the mail which was announcing me that my connection is activated and I have to register the modem. As I had no fiber dose mounted yet (nobody came to do that), the next day I asked my landlord (German speaker) to call Telekom (as I know it will be difficult for me to find an English speaker). The Telekom employee raised a ticket for the fiber dose mounting.
On 02.12.2022 I received the Sepa mandat to be signed, as no signs from Telekom side, I decided the next day to go to Telekom shop again to check the problem ticket status, when I found out that the contract was cancelled.
On 5.12.2022, my landlord called again Telekom customer service to ask about the cancellation and she was told that the contract had to be cancelled as the ticket couldn't be raised on existing contract and they had to create another contract for the ticket, but the new contract is dated on 5.12.2022 (when my landord called) and apparently it is half of the first contract, as the other half (modem order and renting router) was still active (I received the invoice for it, even though I couldn't use them as there was no physical connection possible). I was told that I have to pay for those because they are in my possession, therefore I decided to send them back (the router via Telekom shop on 12.12.2022 and the modem via DHL on 13.12.2022). Along with the retour for the devices, I decided to cancel the entire contract, therefore I requested cancellation of the first contract (auftragnummer was requested) on 13.12.2022 at 10:20am. Just to be sure that everything is cancelled, on 27.12.2022 I asked again my landlord to call Telekom customer service to double check the status of the contract which was on my name. The Telekom employee said that everything is cancelled and while my landlord was still speaking, the Telekom employee hang up to her.
All good until 7.02.2023, when I started to receive mails and phone calls from Telekom to make an appointment for fiber dose mounting. As I know I do not have any contract with Telekom anymore, of course I asked my landlord to call Telekom again. As we know the problem we had with all the splitting contracts, she was trying to propose that we would like to have fiber dose mounted (of course I will pay for it) just to have it for the future, but no Telekom contract anymore. The appointment was done based on the contract which is supposed to be already cancelled, which is not what we asked.
My question for Telekom hilfe team is: is it possible to have the fiber dose mounted in my apartement (for the future) without a contract, of course I will pay for the mounting (I presume there is a fee for it)? If not, then I would like appoinment from 16.03.2023 for the fiber dose mounting to be cancelled as well.
Will it be in the future, by any chance a way to write emails with our problems to the Telekom customer service? (calling - not a chance in English, forms - are for specific problem, every person has its own problem, different problems which can't be all covered in a form)
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vor 2 Jahren
@Ecaterina
I think, their should be help from Telekom Hilft Teamies necessary. I hope they 'll call you ASAP if you have entered a phone number in your private Area. I see you've edited same Data, but i can't see which one.
0
Community Guide
vor 2 Jahren
Good to know: contract and order are two different things.
Normal procedure is: you raise an order which becomes a contract on reception of the order confirmation (that also specifies the date).
Also good to know: it is not possible to cancel an order raised in a Telekom shop - unless the Telekom shop is willing to do so.
Your contractual status / your landlord's contractual status is a bit not so clear - insight into your customer data is required. As @NoOneElse already wrote best would be that a Teamie has a look at it. Some of the Teamies also can communicate in English. Have you also specified in your forum profile the hours when a Teamie might call you today/one of the coming days?
(a good idea is to have the last six digits of you IBAN at your hand for the phone call)
7
Antwort
von
vor 2 Jahren
Hello @Ecaterina,
thank you for the nice call.
As we discussed, I cancelled your appointment for the mounting for the glass fiber.
You will receive a cancellation via mail. 📨
For the mounting of only the glass fiber box in your apartment, please talk to your landlord.
Unfortunately, there is no english hotline.
For questions, in the future, you can always contact us here in the Community. 📞❤
I wish you all the best and a nice weekend. ✨
Kind regards
Sana A.