Telekom Has Scammed Me
vor 4 Stunden
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 3 Stunden
@OsamaShaukat24
one of the english spoken Teamies of the @Telekom hilft Team will contact you.
greats Waage1969
1
von
vor 3 Stunden
Thank you!
Uneingeloggter Nutzer
von
vor 3 Stunden
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 3 Stunden
I clearly told them to not move me to XL and the lady I spoke to cancelled it while I was on the call. Also it was the English helpline so is isn’t my fault that their English isn’t good enough.
von
vor 3 Stunden
Also it was the English helpline
I clearly told them to not move me to XL and the lady I spoke to cancelled it while I was on the call. Also it was the English helpline so is isn’t my fault that their English isn’t good enough.
Interesting - I thought that this was discontinued, also consistent with this info page
https://www.telekom.de/hilfe/services-en?samChecked=true
I'd be interested to know the phone number of the English helpline, for the sake of other English speaking customers with a problem, would you pls tell me?
von
vor 3 Stunden
0800 3301000
0
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