soufiane.ezzahidi

We have ordered a DSL from Telekom that was supposed to work a week ago, but it's not working.

Hi Soufiane,

Did you order from Telekom directly or did you use an intermediary like, e.g., Check24? When exactly did you order? Have you received a confirmation ("Auftragsbestätigung") with a scheduled date?

The internal technical check usually takes 2 - 3 weeks after placing your order. Only once this was successful, you would receive a binding Auftragsbestätigung.

If you would like the Telekom_hilft team here to reach out to you, please fill out your contact details in your profilfe (only visible to authorized staff) including a time window when you a reachable via phone.

Good luck!

Best wishes,
Thomas  

Hello @soufiane.ezzahidi,

I am sorry to hear that your DSL access is not working. In order for the Telekom-hilft-Team to help you, you will need to fill in your customer number, a phone number you can be reached at, and a time window when you can be reached at the given phone number. Please enter these data via this link: https://telekomhilft.telekom.de/t5/user/myprofilepage/tab/personal-profile:telekom-custom-user-profile-userdata The data you enter via this link can only be accessed by the Telekom tam and you. Also have your IBAN available. You will be asked for the last 6 digits when a Telekom employee calls you.

Best regards,

Lutz

Hello @soufiane.ezzahidi,

thank you for providing these dates. However, they are unrealistic. It usually takes 2 to 3 weeks before you receive what is called "Auftragsbestätigung" in German. Only this document defines the real start date of your DSL access. These 2 to 3 weeks are necessary for the Telekom to check if the required resources are available. @teezeh was right when he asked if you really received the "Auftragsbestätigung" (confirmation of contract). You cannot receive the "Auftragsbestätigung" at the day of your order. That is simply not possible. You might have received a confirmation that your order has been received. But that is no "Auftragsbestätigung". Therefore, I assume that the "planned date" 13 September 2023 was the day you wished the DSL access to be connected. But that's only a "wish" date. It's not the real date committed by Deutsche Telekom.

Please wait for a member of the Telekom team to clarify this topic.

Best regards,

Lutz

Dear @soufiane.ezzahidi,

you are right. This is the "Auftragsbestätigung". Please wait for a member of Deutsche Telekom to clarify the topic.

Urgent! Please remove the "Auftragsbestätigung" immediately! It contains very personal data that can be abused and, therefore, should not be made available publicly. Keep in mind that this forum can be viewed all over the world.

Best regards,

Lutz

@soufiane.ezzahidi 

Update: I informed the Telekom team. However, it seems that your profile is incomplete. I cannot see the data itself. But I get an information that you entered only 33 % of the required date. Please make sure that you have entered a phone number you can be reached at, your customer number (Kundennummer, listed in the Auftragsbestätigung), and a time window when you can be reached. 33 % indicates that 2 of the 3 entries are missing.

Dear @soufiane.ezzahidi,

have a nice day, too.

By the way, it's not my team. I am just a customer as you are as this is mainly a customers-helping-customers forum.

Best regards,

Lutz

Hi @soufiane.ezzahidi,

thank you for the pleasant call. I will get back to you later today to discuss the further steps.

Kind regards

Sören G.

Hi @soufiane.ezzahidi,

unfortunately I could'nt reach right now.

Do you have a fiber wall socket already installed in your flat and does it have a 7 digits alphanumeric code on it?

Sören G.

@soufiane.ezzahidi to summarize what we agreed upon.

The first contract had to be cancelled and a new contract, including the placement of a fiber box in your flat, was booked.

I have ordered Magenta Zuhause Schenllstart for you as temporary solution and if you need additional data voucher give us a quick heads-up here.

Kind regards

Sören G.

Hello @soufiane.ezzahidi, 

I've sent out an e-mail with more data for your schnellstart. 😊

Kind regards 

Belana M.