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The technician refused to make a phone outlet to install the modem
vor 3 Jahren
Last year, I had a visit from someone from Telekom buzzing my door and offering the service, the seller's pitch was pretty much this: "The cables in the street are being changed, and now you can have a dedicated connection instead of having to split the main cable with other neighbors". Of course, after hearing about the plans and clarifying to him that I had no DSL nor Phone outlet, and the landline is actually in the current vodafone modem (over cable), not a regular telephone line, was pretty much a no-brainer to accept the offer.
The installation was scheduled for 7.2.2022 and the modem arrived on 2.2.2022, to my surprise it was a DSL modem (Speedport Smar 4), so far I had thought that they would use the same infrastructure of the previous internet contract. On 4.2.2022 (Friday) I've called customer service 0800 33 01000 to clarify that and to make sure that I wouldn't be without service because I knew my vodafone contract would be canceled by Telekom. After an hour of waiting for an English speaking attendant, I've finally received the following answer: "Every german building is obliged by law to have a telephone cable, so even if you can't see the outlet, the cable is there, and the technician will install for you".
On 07.07.2022 (Today), the technician came to my apartment, the first thing I've told him was that I don't have any phone outlet, and then, using google translator, I've said the same thing that was told me by the customer service on 04.02.2022. He then told me I have to contact my landlord to tell me where was the outlet. Unfortunately, I don't have a straight connection with my landlord and that information could not be retrieved easily, he said I have to call and schedule a new appointment and left.
So I was left without any connection, but the mobile one I have, which is not suitable for my work, and with no short-term solution. I've been calling the customer service 0800 33 01000 since he left, and after being redirected all over, a few calls shut while waiting, I've decided to reach the support here.
I'd like to ask someone from customer support to cancel my contract with Telekom, and reestablish my contract with Vodafone because I really don't want DSL, nor want this customer service again.
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Community Guide
vor 3 Jahren
Telekom cannot reestablish your contract with Vodafone.
Question is: when have you received the "Auftragsbestätigung"? Starting with that you have a 14 day legal period for a "Widerspruch". If that period has expired then you have a binding contract.
If Telekom accepted the order then it should be possible to provide you a DSL line. What is not possible: to offer Telekom via the existing Vodafone cable plug.
I can only recommend you to get in touch with you landlord, how difficult it may be for you.
Also be aware that for a second visit by a technician Telekom will probably charge you in addition, I am not aware of the current tariff but probably it will be close to 100 Euro (or even above).
This is b-u-l-l-s-h-i-t.
The issue is the other way round: in most addresses still Telekom is obliged to provide a fixed network connection - however only if ordered by the owner. And that primarily affects the so called " APL " that usually resides in the cellar area of a house.
In order to use that in a house with apartments, a cabling from the APL to the apartment is required, and a " TAE " plug will be installed in the apartment. If this TAE plug does not exist the technician will install it - however there are some boundary conditions. The landlord must agree with the way Telekom does this. And possibly it can lead to further costs if the cabling length exceeds the included in the price length.
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Telekom hilft Team
vor 3 Jahren
Good morning @queiroz,
I just tried calling you but unfortunately no one picked up.
Like @muc80337_2 already said, you have to speak to your landlord regarding the phone outlet.
We can discuss further actions directly if you are available for a call.
Kind regards
Nico B.
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