Die Telekom hilft Community zieht um und ist bis zum 8. Januar 2025 nur eingeschränkt zugänglich.
Two internet connection orders created for one single order
vor 8 Monaten
Hello,
I created a Telekom order for internet on 29 March 2024 from Check24 website. I immediately received a confirmation email from Telekom (Eingangsbestätigung - Ihre Bestellung bei der Telekom) with details of the order including "Bestelldatum" and "Internet-Eingangsnummer".
On the next day I received confirmation email for the contract (Bestätigung zu Ihrem Festnetz-Auftrag vom 29.03.2024) with the details such as "Auftragsnummer", "Kundennummer", appointment for installation etc. What was not noticed was that there were two emails sent at exactly the same time in the same email-thread, but with two different "Auftragsnummer". Since the appointment date for installation was not suitable for us, we postponed it to a later date.
We received the Routers within a week (without any prior information about shipping details from DHL), but the week after that we received another package from Telekom (this time with DHL shipping details informed over email). Additionally, the appointment guy came over at his predefined date and not at the postponed one. That was when I realised that there were two different orders created from Telekom. We asked them to cancel the second order whose installation appointment we had postponed.
The order was cancelled, but also subsequently informed to Check24 that we had cancelled the Telekom internet order. I absolutely have no idea which telekom order was linked to check24 order. Since the order from Check24 is cancelled, I also cannot claim any benefits/cashback from them.
I initially asked the customer support chat and they redirected me to call the hotline 0800 33 01000, but they have no idea why/from where the second order was created. The only thing the lady repeatedly told was that there were two online orders created no Matter how many times i tried to explain to her that I only created one order from my side. They redirected me to 0800 33 05399 which was of no help since it was some number for offers which was already expired. Then I came across @Telekom hilft Team to address the issue.
I want a written confirmation from you that both the orders from Telekom were indeed created for the single "external" order from Check24 so that I can claim my benefits from them. Else, I need the information about where/how the second order was created because I have only one Eingangsbestätigungsemail (which is for the order I created).
Thanks in advance for your response.
178
24
Das könnte Ihnen auch weiterhelfen
vor 11 Monaten
118
0
2
vor 7 Monaten
103
0
1
vor 5 Jahren
250
0
2
vor 8 Monaten
83
0
3
vor 3 Jahren
384
0
1
5 Sterne Mitgestalter
vor 8 Monaten
Good morning! Please fill in your contact details in your community profile. This is necessary for the Telekom team to be able to contact you.
Have you tried contacting Check24? They usually have a quite speedy customer service, you can require a call back here
0
1 Sterne Mitglied
vor 8 Monaten
I firstly contacted Check24 before reaching out to Telekom. They could not help me further since they received the information from Telekom that my order was cancelled and hence they updated the status of the order in Check24 accordingly.
0
5 Sterne Mitgestalter
vor 8 Monaten
Thanks for filling in your contact details, I will alert the team. @Meghana
1
Antwort
von
vor 8 Monaten
Hello @Meghana and welcome to the Community.
I apologise for any inconvenience caused. I'm happy to take a closer look and check the options here.
On which time are you available for a call?
Kind regards
Malte
1 Sterne Mitglied
vor 7 Monaten
Hello,
You can call me today after 13:00. I will be available.
BR
1
Antwort
von
vor 7 Monaten
I'm sorry that no call happened today.
I don't want to call you unannounced since it is already so late.
Is it okay that we will call you tomorrow after 13:00 again?
Kind regards,
Martin Bo.
1 Sterne Mitglied
vor 7 Monaten
Yes that should be fine.
1
Antwort
von
vor 7 Monaten
Thanks for the short call @Meghana.
That is very unfortunate that you could authorize yourself.
As discussed, we will call you after 13:30 again, so can get ready the customer number and your last 6 digits of the IBAN.
Kind regards,
Martin Bo.
1 Sterne Mitglied
vor 7 Monaten
will you still call me today? it is already 15min past 13.30
0
1 Sterne Mitglied
vor 7 Monaten
@telekomhilft : can you give me an update about when I can expect a call from you?
0
5 Sterne Mitgestalter
vor 7 Monaten
@Martin Bo.
@Meghana
The team is on duty until 10 p.m. You were only told that you would be called back some time after 1.30pm, which means the call is scheduled during the afternoon shift.
0
1 Sterne Mitglied
vor 7 Monaten
I had mentioned to call at 1.30pm.
After 1.30 to 10.00pm sounds like a big time range where one should be available for the call.
Could you schedule a call for tomorrow at between 10.00 to 11.00 am?
1
Antwort
von
vor 7 Monaten
Good evening and thank you for the nice call, even it's that late. As discussed, I'll come back to you on Tuesday in the hope of more information.
I wish you, despite all circumstances, a great weekend.
Kind regards Sven Ö.
1 Sterne Mitglied
vor 7 Monaten
I did not receive a call yesterday as promised by you.
May I know what is the status?
3
Antwort
von
vor 7 Monaten
Thank you for the nice call. As discussed it seems that we found a solution.
With the named order-number Check24 should be able to find the contract and in your account it seems to be activated. The refund for the technician is already done.
Just let me know, what the support of Check24 says to the order number. Have a great weekend!
Kind regards Sven Ö.