Gelöst
Telekom Has Scammed Me
vor 18 Tagen
Telekom had sent me an email in February 2026 regarding continuation of my Internet contract and new offerings. I spoke to the Helpline on 09.02.2026 and they told me limited and incorrect information regarding moving my tariff plan from Magenta ZuHause L to Magenta ZuHause XL. They never informed me about the need for a new router with 5G capabilities. I did my research and then spoke with them again after 24-hours to cancel my order on 10.02.2026. The agent confirmed that she had cancelled the order. I insisted to move to Magenta Home L Flex instead once my contract would end.
Later, while I was out of Germany for 37 days, Telekom moved me to Magenta ZuHause XL and sent me a router which was delivered to my DHL Paketshop.
The Paketshop owner informed me about it after I returned to Germany, and by that time the return date for the router had already passed.
This is a serious breach of consumer trust despite me informing the company categorically that I do not wish to move to Magenta ZuHause XL.
I chatted with Jessica via FragMagenta service in the app on 14.04.2026 and asked her to move me to Home L Flex, which she confirmed and told me that it will be updated in my MyMagenta App in 24-hours. She also told me that she will send me a DHL ticket to return the router via email.
She also tried to sell me the MagentaTV contract which I declined again after much insistence from her.
After 24-hours had passed, I didn’t receive any email nor did my plan show Home L Flex details on the app, so I reached out to the FragMagenta support agent again. This time, a Justin K. informed me that there is no history of any call or chat between me and Telekom and that the contract cancellation date has passed therefore it cannot be reverted.
I have the screenshots of the calls that I had with Telekom on 09.02 and 10.02. I need to know the way forward as this is a serious concern and cause of customer mistrust.
Telekom is scamming customers and despite giving specific instructions, the company is forcing people to pay higher prices by giving them incorrect information.
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vor 18 Tagen
@OsamaShaukat24
one of the english spoken Teamies of the @Telekom hilft Team will contact you.
greats Waage1969
8
von
vor 16 Tagen
Hey there @OsamaShaukat24,
I just tried to call you on the number you have in your profile here in our community. Unfortunately I got the same announcement my colleague Sven git yesterday.
Are you blocking service-numbers on your phone by chance? That could be the cause of why we can't reach you.
Please check this and let me know as soon as I can try calling you again. I'll be here til today's evening, and I'll gladly help you sort this matter out. 🙂
Kind regards
Louisa
von
vor 10 Tagen
Hi Louisa,
May I know which number you’re calling me because I am a Telekom subscriber and I was surprised to know that Telekom had my incorrect mobile number on file when I asked them. I gave my correct number on the chat ending with 59. Do you have the same one?
0
von
vor 10 Tagen
Also I got the Rechnung today and I am supposed to pay 66 Euros up from 47. This is so seriously disturbing the way I am wrongfully locked into this contract despite me rejecting it categorically.
0
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vor 18 Tagen
to Magenta ZuHause XL. They never informed me about the need for a new router with 5G capabilities
Telekom had sent me an email in February 2026 regarding continuation of my Internet contract and new offerings. I spoke to the Helpline on 09.02.2026 and they told me limited and incorrect information regarding moving my tariff plan from Magenta ZuHause L to Magenta ZuHause XL. They never informed me about the need for a new router with 5G capabilities. I did my research and then spoke with them again after 24-hours to cancel my order on 10.02.2026. The agent confirmed that she had cancelled the order. I insisted to move to Magenta Home L Flex instead once my contract would end.
Later, while I was out of Germany for 37 days, Telekom moved me to Magenta ZuHause XL and sent me a router which was delivered to my DHL Paketshop.
The Paketshop owner informed me about it after I returned to Germany, and by that time the return date for the router had already passed.
This is a serious breach of consumer trust despite me informing the company categorically that I do not wish to move to Magenta ZuHause XL.
I chatted with Jessica via FragMagenta service in the app on 14.04.2026 and asked her to move me to Home L Flex, which she confirmed and told me that it will be updated in my MyMagenta App in 24-hours. She also told me that she will send me a DHL ticket to return the router via email.
She also tried to sell me the MagentaTV contract which I declined again after much insistence from her.
After 24-hours had passed, I didn’t receive any email nor did my plan show Home L Flex details on the app, so I reached out to the FragMagenta support agent again. This time, a Justin K. informed me that there is no history of any call or chat between me and Telekom and that the contract cancellation date has passed therefore it cannot be reverted.
I have the screenshots of the calls that I had with Telekom on 09.02 and 10.02. I need to know the way forward as this is a serious concern and cause of customer mistrust.
Telekom is scamming customers and despite giving specific instructions, the company is forcing people to pay higher prices by giving them incorrect information.
@OsamaShaukat24
If you have stated the new tariff correctly then there is no need at all for a new router with 5G capabilities.
A "gesetzlicher Widerruf" is normally done via email or via internet form or via snail mail.
If you do this via phone then this can be problematic as such - and especially if your German is limited, because often the agents' English is quite limited.
6
von
vor 18 Tagen
0800 3301000
This is the "normal" one - is there a language selection at the start of the call?
0
von
vor 18 Tagen
This is the same number that the German agent gave me to today again to speak with their English colleague.
0
von
vor 18 Tagen
Good evening @OsamaShaukat24 and welcome to our community. 😊
I'm really upset to read, that you had so much trouble with this process. I just tried to call you, but got the announcement, that a call is actually not possible.
Can you tell me, when you are available for a call?
Kind regards Sven
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Offizielle Lösung
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vor 10 Tagen
Thank you for the pleasant call @OsamaShaukat24
I am sorry that you had this experience with us, but I am confident that we found a solution.
As discussed I just ordered the rollback from MagentaZuhause XL Hybrid to your old MagentaZuhause L. As soon as this is finished I am going to change it to MagentaZuhause L Flex. This 2-step process is necessary to allow the system to correct the invoices and contract periods automatically. The current invoice is on hold for 30 days, so you can see the correction on the next invoice before paying.
I will post an additional answer as soon as everything is correct on our end.
The return label for the Speedport Smart 4 and the 5G -Empfänger is on its way via email.
If you have further questions and or are in need of assistance send us a message here.
Best regards
Sören
2
von
vor 10 Tagen
Thank you so much Sören for all the help, and being so swift with this. I truly appreciate all the assistance.
von
vor 9 Tagen
@OsamaShaukat24 the change to MagentaZuhause L Flex is in the system, and you should have already received the confirmation mail.
If you have any questions let me know.
Best regards Sören
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