Gelöst
Unsuccessful DSL order / landline unavailable
vor 4 Jahren
Hi there,
I have ordered DSL connection via Check24 on April 22nd. The order has been confirmed and Telekom has sent me the router on April 28th (which I didn't understand why they have sent it). Anyway, my requested service has not been connected so far because of unavailability of landline as customer support told me via chat. I would like to cancel my order. Does anyone have a similar problem? Your help is appreciated.
Regards,
Seyedmehdi.
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Akzeptierte Lösung
akzeptiert von
vor 4 Jahren
Hello @mehdi.yeganehparast ,
for further help we need more information, such as tariff preferred resp. required and router model. Your order obviously included a router. Just check your confirmation.
According to Telekom terms of condition the customer has the right to revoke an order within 14 days, starting from date of confirmation. So have a look at your confirmation. Perhaps you are still in time. If so, please fill in the form below:
https://www.telekom.de/hilfe/auftrag-erste-schritte/auftrags-und-lieferstatus/auftrag-oder-bestellung-widerrufen?samChecked=true
Should the due date has been expired, please give more information as mentioned above. You filled in your profile data already, i.e., a member of the Telekom team has access to your file, but no-one else.
Perhaps you and the team will find a landline solution.
Kind regards,
Marlise
2
Antwort
von
vor 4 Jahren
Hi @Marlise ,
These are additional information:
Ordered product: MagentaZuhause XL mit MagentaTV Smart (Which customer support told me that "it is not available". It was supposed to decrease it to L )
Router:Speedport Smart 3
TV box: MagentaTV Box schwarz
Regards,
Seyedmehdi
Antwort
von
vor 4 Jahren
Good evening @mehdi.yeganehparast ,
as @Nico B. mentioned, I would suggest you to contact a representative of Check 24 to clarify the present status of your order with this company.
@Nico B. wrote: Regarding your order cancellation, you would have to speak to a Check24 representative because there currently is no order confirmation for the connection itself.
@Nico B. wrote:
Regarding your order cancellation, you would have to speak to a Check24 representative because there currently is no order confirmation for the connection itself.
After having found a satisfying solution for both of you please contact us again. You may use this thread for continuation.
The next step should be to check the availability of broad band at your place.
@mehdi.yeganehparast wrote: About other facilities, I am not sure whether they are available in my place. I am afraid that my request stays in this state for a long time without any update.
@mehdi.yeganehparast wrote:
About other facilities, I am not sure whether they are available in my place. I am afraid that my request stays in this state for a long time without any update.
We shall see. Perhaps the team and you will find a solution for landline application.
I wish you a good night,
Marlise
Uneingeloggter Nutzer
Antwort
von
vor 4 Jahren
@mehdi.yeganehparast
What an unlucky combination... a Telekom order confirmation means "binding contract", Telekom MUST deliver.
@Marlise has already pointed to a possibility. Also after the 14-day period you can get out of the contract, provided that you request Telekom to fulfill the contract within a due time span (e.g. two weeks), unless they do so you announce to cancel the contract, also under the reserve to claim damage.
The point however is the following: Du you have an alternative to Telekom access? I mean specifically
- cable TV company offering internet service like e.g. Vodafone Kabel Deutschland
- local fiber internet provider
- mobile network LTE / 5G
- satellite
If you however request e.g. o2 or 1und1 then in mosts cases they use Telekom access and even if they now claim to be able to offer a connection, you most likely will see a fallback to the current situation. Just that you have lost further time
1
Antwort
von
vor 4 Jahren
Hi @muc80337_2 ,
Thanks for your reply. I have not concluded yet to cancel the service. I have spent about 20 days. I would not like to kill more time. That's why I did not check other operators. I have only access to a mobile network. About other facilities, I am not sure whether they are available in my place. I am afraid that my request stays in this state for a long time without any update.
Kind regards,
Seyedmehdi.
Uneingeloggter Nutzer
Antwort
von
Akzeptierte Lösung
akzeptiert von
vor 4 Jahren
Good morning @mehdi.yeganehparast,
you can send back your router here.
Regarding your order cancellation, you would have to speak to a Check24 representative because there currently is no order confirmation for the connection itself.
Kind regards Nico B.
2
Antwort
von
vor 4 Jahren
Hence no order confirmation, no binding contract, no obligation to deliver...
Antwort
von
vor 4 Jahren
Hi @Nico B. ,
Thanks for your help.
Kind regards,
Seyedmehdi.
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