‎English hotline number - need urgent help

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English hotline number - need urgent help

4 years ago

Hi,

I have been experiencing lots of trouble since I ordered the DSL connection with Telekom. At first, I had ordered it through check24 and had received a confirmation email but after not receiving the modem I contacted the company directly through the chat since I do not know how to speak in German. The person told me that there has been a problem with the way that check24 has made the order and he told me he can fix the problem by making another order. I was not given any information about what was the problem and when I asked check24 later they told me there has been no problem and the person has canceled your order because they wanted to order it themselves and get the reward for it!!!! Because another order was made the start day of contract changed from 23.04 to 27.04!

Anyway, after sometime I received a message saying that DHL has not been able to find me! While I was at the house at that time. When I contacted the website again I realized that telekom had not given all the information to DHL my floor and flat number number was not given to DHL. I was told that another modem is going to be sent. Today, when I was looking at the order I realized that while creating a new order the Telekom guy has ordered me a wrong modem. I wanted the LTE modem. When I tried to contact the company I was given several number for the English hotline and none of them works! To my surprise, I have not been able to find someone who can really help me. Now, I am getting the modem I did not want in the first place tomorrow and I am worried about the installation since you cannot speak English and I cannot speak German!

I am tired and angry. Had I known the service would be this bad, I would have never ordered from Telekom.

1582

4 years ago
@b.yousefi2911 Welcome to the Customer-helps-Customer-Community.
Always bare in mind, that you did not set up an order with Telekom but with check24 just to save some EURs.

So don't blame Telekom first place.

This happens quite often, at least more often as if you had taken the direct road.
As I have seen, @jojo1 already took initiative to escalate your problem to the T-Team.

They migt be busy these Corona days, so just be patient.

Oh, by the way, pls. show me the road to German hotlines in non-german-speaking countries. Typically there is none.

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4 years ago
Hi @wolliballa
I can order however I want, directly or indirectly. As a customer I deserve to receive good service and be forced to choose the path that Telekom likes. And German is not the international language! You cannot expect everyone to be able to speak German but everyone should be able to communicate in English in some level at least basic! When I called the hotline they could not even understand the sentence "Please connect me to someone who can speak English"! That is the issue here. Telekom doesn't simply care about its international customers! I am not the only one who have encountered an issue and I won't be the last one! There Should be a hotline number for English speakers as English is the international
Answer
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4 years ago
@b.yousefi2911 Sure you can Order wherever you want. But don't expect the same level of smoothness during Implementation.

And compared to the US, UK , France, Spain (this is what I know) international support is more than good here....

Most english speaking countries and France have not even realized that there are other languages.

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4 years ago
Hello @b.yousefi2911

I'm here to help you in English as well. I'm sorry for your bad expirence.
You are talking about the Speedport Smart 3 and the Speedport Pro. You want to have the Speedport Pro instead of the Smart? Also I saw that one Router got delivered into a "Packstation". Did you already pick this one up?
Also you are missing the Hybrid-Option in your contract right?

Regards Karsten l.
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4 years ago
Hello @Karsten L.,

Thanks for the response! I cannot believe that it really worked! No, I did not pick the router from the Packstation. Yes, I want the hybrid option and as I was told for that I also need the Speedport Pro modem., But at this point I am not sure if I get it in time since tomorrow is the starting date of the contract and I am in urgent need of stable internet connection
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4 years ago
I can promise that we are absolutely interested in giving you as an international customer the same possibility to use our service as normal.
I did an order for a delivery of the Speedport Pro to your address like you ordered it before. If the other Speedport Smart arrives at your place you can use it till the new Speedport Pro is at your place, and then you send the Smart back to us (You'll get a prepaid returnable). As soon as your Line is active I'll also activate the Hybrid-Option.

Regards
Karsten L.
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4 years ago
Thank you very much @Karsten L.. Words cannot describe how thankful I am to you for helping me. I was disappointed and did not know what to do anymore. I wish there was a hotline for English speaking people too. That way I would have found you or someone like you much faster. I found this forum by accident. At least it would have been nice if the people who I was chatting with them on the website had introduced this forum to me, instead of giving me wrong numbers for the English hotline that does not exist at the moment.

Thanks again for your help,
Kind regards
Answer
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4 years ago
Hi again @Karsten L.

I have not received the router and I was called by one of Telekom employees for the installation I guess. He could only speak German but I think understood me when I told him that I have not received the router yet.

I made an inquiry about the state of the shipment through Telekom chat platform and to my surprise they told me that the router has been sent today and I can expect to receive it 3-4 days later! I told them that they should look for the first router sent to me! But guess what the person just decided to cut the conversation! I do not really know what to say!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

I am frustrated and looking for a way to file a complaint about this bad service!!!!

Please give me a number, English speaking employee, so I can talk to someone about this!
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4 years ago
I already answered your private message. But I'll send it to you here one more time.
I just send the new Router yesterday, that is the reason the new one isn't at your place yet. The confirmation for this order was sent via E.-Mail and also the confirmation about the Speedport Smart was sent via E-Mail. I also checked the current status of your order. - The line should be already ready. I could see that the technician tried to reach you 3 times, after the first call. The technician called you to speak about the installation. But if you don't have the Router yet you won't be able to use the line. Also I still see that one Router was delivered to a "Packstation" didn't you pick this one up? Normally the place a letter in your mailbox with the notice that the Router is in one of the "Packstationen". I'll ask a colleague if he can check if the Router is still in your "Packstation" or if the router is already sent back to us because you didn't pick it up. Regards Karsten L.
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4 years ago
This is the part I am talking about
"
Anyway, after sometime I received a message saying that DHL has not been able to find me! While I was at the house at that time. When I contacted the website again I realized that telekom had not given all the information to DHL my floor and flat number number was not given to DHL. I was told that another modem is going to be sent.
"
Just look, I have explained it here that what has happened with DHL! Now, you have made things worse! I was told by two of your colleagues that a new router is on the way before you making a change in my order! Fix it please!!!!!

Answer
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4 years ago
Okay, one more time. I did read all messages.

I did not change anything with your orders. I just sent a new Router, without changing anything with any other order. It is a new order for the Speedport Pro you want.

There are just two shipments to your place in total.

Shipment 1: Is delivered to a pack station close to you since 22 April 2021

Shipment 2: The order I did yesterday (26 of April 2021)

There is no shipment between the one that is in the pack station and mine from yesterday. I did not cancel or change anything. I don't get how did I make it worse for you now. I did exactly what you asked for and send the Speedport Pro.

There is no way for me to force DHL to pick the package out of the packing station again today and deliver it again to your place. If there would be this option I'd do it.

Regards

Karsten L.
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4 years ago
Yesterday, there was two shipments and people could see them. I do not know what changed it. I am sure they told me I am going to receive the second router today. You can check the chats! It should be there. I am not lying. You think I am making this up! This is unbelievable.
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4 years ago
Like I told you via private message. Here again. Please let us stay with one option to communicate, so we both don't have to write everything twice.

I send a new Router yesterday. For sure the new Router isn't at your place yet, because I just ordered it yesterday. The other Router is at the Packstation since 22nd of April 2021. Address: XXX (sent it to you via private Message) Tracking-ID:XX (sent it to you via private Message). The tracking from DHL is saying that the package was tried to deliver to your place but couldn't get delivered because no one took the package. That's the reason DHL delivered the package top a "Packstation". There is no option to get DHL to pick the package up from the Packstation again and deliver it to your place again. Both orders are done with delivery to your Address, if no one is picking up the order at the address DHL brings the package to the closest "Packstation". Regards Karsten L.
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4 years ago
I totally understand you, and I'd never say that you are making something up. If there would be any option to provide you a Router today, I'd do that.

I spoke to two of my colleagues to be sure that there are really just two shipments, like I already told you. They could also see these two shipments.
The easiest way to use your line today would really be to pick up the Router from the packstation. I checked the distance between your place and the Packstation, it's about 300 meters by foot .
Otherwise you'll have to wait till the order from yesterday is at your place. I'm sorry, but I can't do anything else for you right now.

Regards
Karsten L.
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4 years ago
I was told that the package is going to be delivered to me! No one told me to go and pick it up; it was supposed to be delivered to me, and I am new here I do not know how packstation work! I do not have an account with them. I have never asked anyone to deliver my packages there!
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4 years ago
And that is exactly what we arrange with DHL.
DHL tried to deliver to your address, but could transfer the package to you in person. After that DHL transferred the Package into the Packstation and you got a letter into your Mailbox/letter Box with the advice how you get the package out of the Packstation. That's an automatic process by DHL and not from us. We can't have any influence of this process. Here you find all Information about the DHL Packstation, if you need further help with that DHL is the company which you'll have to contact them because I can't give you a professional support for DHL-Packstation.

Regards
Karsten L.
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4 years ago
Are you really talking about just 2 weeks between ordering an setup? And have everything up & running?!

That would be a new speed record!

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4 years ago
I was supposed to get the internet today! But now despite picking up the router they are telling me the activation date for my internet is for 30/04/2021. which is the activation date for the new order, @Karsten L. made!!!! I am lost for words! Please someone help me! I want my internet connected today as promised.
Answer
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4 years ago
Good Morning @b.yousefi2911

I checked everything again today.

1. Your line would have been activated yesterday, like it was promised, but the Router was missing at your place and the technician couldn't reach you by phone. - I already saw that there is a new appointment tomorrow between 08:00 and 12:00 o'clock.

2. The order I did for you isn't connected to your order for your Line, it is a separate order of the Router that doesn't have an influence of the order before. I also send you the Tracking-ID of the Speedport Pro via pirvate Message.

3. You could have already used your line if you picked up the Router from the Packstation. (But I got your point that you don't want to go there to pick it up)

Regards
Karsten L.
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Accepted Solution
accepted by
4 years ago
Good Morning @b.yousefi2911

I could see that the technician called you 4 times this morning, did everything work out? For me it looks like you line is activated already. Did you set up the Speedport Pro that I sent you?

Regards
Karsten L.
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4 years ago
Hi @Karsten L. ,

Yeah, today a technician came to the house and set everything up I am using the Telekom internet connection right now! We used the router you had sent me; to my surprise, it was delivered very fast and directly to me not a packstation.
Now, I have the internet but the only thing missing is the LTE option which you told me that you are going to take care of. So thank you very much for following up and seeing to it so that my story has a happy ending

Thanks again,
Kind regards,
Behnaz
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Answer
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4 years ago
Hello @b.yousefi2911,

I'm happy to read that your landline is finally working properly. I'm taking care of the LTE -Option. You'll receive a confirmation, when it has been successfully booked.
Feel free to write uns again, if we can help you with further questions or other requests. Have a nice evening.

Kind Regards
Malte M.
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4 years ago
Hello @ b.yousefi2911

We activated the LTE -Option and the SIM will be shipped to your Address.

Regards
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