‎Issue with portability, can't get English support

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Issue with portability, can't get English support

4 years ago

Hello,

I'm trying to sign up with a MagentaMobil plan, by porting my phone number from EDEKA-Smart.

I've received an e-mail telling me there was a problem and to call 0800 5726252. I've called, but wasn't able to talk to anyone that speaks English. I was given the phone number 0800 3301080 and told it's for English support, but when I call it I get a German message telling me they can't put me through.

Is there any other way to get support for my order in English?

Thanks!

226

4 years ago
describe your Problem and one of the Team members will sort this out.

Please complete your Profile as well under the link below:

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2
Answer
from
4 years ago
Hi, thanks for the quick reply!

I don't know what the problem is. I've received an e-mail with the following letter attached. The letter also contained the
Auftragsnummer and Referenznummer of the order. I've added those to my profile.

Ihr Kontakt: Kundenservice
Erreichbar unter: Telefon: 0800 5726252* (Mo–Fr 08:00–18:00 Uhr, Sa 08:00–16:00 Uhr)
Datum: 25.06.2021
Thema:
Zu Ihrer Bestellung bei der Telekom haben wir noch Fragen.
Sehr geehrter Herr ****,
vielen Dank für Ihre Bestellung bei der Telekom. Wir möchten Ihnen diese gern zusenden, allerdings haben sich vorher noch Fragen ergeben.
Bitte rufen Sie uns kostenfrei unter 0800 5726252 an.
Das gibt uns die Gelegenheit, alles direkt im Gespräch mit Ihnen zu klären. Danach veranlassen wir sofort den Versand.
Ohne dieses Gespräch können wir Ihren aktuellen Auftrag leider nicht ausführen.
Sie haben natürlich die Möglichkeit, dann einen neuen Auftrag zu stellen. Direkt mit den vollständigen Angaben. Aber schneller geht es, wenn Sie uns jetzt einfach kurz anrufen.
Bis bald!
Mit freundlichen Grüßen
Ralf Hoßbach - Leiter Kundenservice
Answer
from
4 years ago
I've escalated the thread - someone will get back to you as soon as possible - please be patient
Unlogged in user
Answer
from
4 years ago
Hello @rafasoares

I spoke to our provider change team. You've chosen the wrong "current" provider and that's the reason the order didn't go through.
There are two options now. Option one is you are doing another order and choose the correct current provider, or I'll do the order for you if you provide the order confirmation "Eingangsbestätigung/Auftragsbestätigung" via this form to me.

Regards
Karsten L.
1
Answer
from
4 years ago
I see. I couldn't find the correct option for my current provider (EDEKA-Smart). Looking online, the suggested option was allMobility WBS Brands, which is the one I selected.

I'll send you the information.

Thanks!
Unlogged in user
Answer
from
4 years ago
Alright, please just give me a short text here as soon as you sent the documents.

Regards
Karsten L.
1
Answer
from
4 years ago
Just did it, thank you very much.
Unlogged in user
Answer
from