Urgent: Fiber Connection Order Issue - Need English Support Call Back
27 days ago
Hello Telekom Community,
I need assistance with a critical fiber connection issue that wiull leave without internet service starting June 4th, 2025.
My Situation
I placed an order for a new fiber connection through Logitel after a Telekom technician installed a socket in my apartment and confirmed the connection was ready. The technician instructed me to include the socket code/QR code when ordering, which I did.
Current Problem
After receiving my order confirmation, I contacted Telekom via email due to delays. I received two responses explaining that despite having a house connection, my building status shows "prepared" and requires additional construction work as part of a "BULK order." The emails indicate that all apartments in the building need fiber sockets installed before any individual connections can be activated. On May 21st, a second technician visited and replaced the QR code due to an issue with the original installation.
Critical Issue
Telekom has already cancelled my previous Vodafone contract effective June 4th, 2025, but my fiber connection is still not active. This means I will have no internet service, which is absolutely critical as my partner works from home.
What I Need
- Immediate clarification on when my fiber connection will actually be activated
- Urgent interim internet solution since my previous contract has been cancelled
- English language callback support to resolve this complex situation (phone number in my profile)
This situation has created a service gap that threatens our ability to work from home. Any assistance from the community moderators or Telekom representatives would be greatly appreciated.
Order details and Home ID available upon request.
Thank you for your help.
Note:
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27 days ago
Hi @provided7180
This needs to be looked at by the telekom support team, I have hence escalated this thread. The support team should get back to you soon and, unlike other DT support channels, the telekom hilft team usually do speak English.
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Answer
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19 days ago
Hi @provided7180 , unfortunately I don't have any new information. Tomorrow will be my last day and I'll be on holiday until June 23, 2025. In the meanwhile, my colleague @Inga Kristina J. will check the actual status and inform you, if there are any further information. :-)
Kind regards Sven
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6 days ago
First of all, I would like to thank Sven, for the prompt reply and very helpful calls. I'm pleased note that I received a confirmation that the tariff was finally confirmed last week. The only remaining issue is that when I booked the tariff via Logitel it included a FritzBox modem/router. Logitel now says that the FritzBox will be shipped via Telekom, but I have received any notification of this not do I see any reference to it in the account. Is this normal? Thanks again!
Answer
from
5 days ago
Hey there @provided7180,
thank you for reaching out once more! :) I just checked the details of the order, which we receive from Logitel, and unfortunately it does not state in that order the inclusion of the router.
Should Logitel have promised a device with the order it has not been relayed to us. You can of course order one directly from us or choose a third party.
Should require further assistance, I'll be happy to help! :)
Kind regards
^Christian
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