Hi :) I was hoping an issue with my latest invoice could be solved here. We called the customer line, but didn't get any help (and the email we were provided has been deactivated). 

On my latest invoice, it states that we're being charged an extra fee for "T-Service und Montage Nachweis" for something that happened on 19.06.2025. The charge is for €41.97 net (€49.95 gross). 

After a lot of digging online, I've come to the conclusion that this charge might be for a technician visit. We needed someone to come by to set up our Glasfaser connection. Our home already has Glasfaser, and I guess it just needed to be connected to us? I'm not very sure on the exact details. We tried to set everything up ourselves with the router that we got, but still couldn't get internet for reasons that we couldn't figure out, so we booked a technician appointment.

I assume that the charge was because the technician came and couldn't do anything, but the entry in the price list states that we'll be billed for it if it was our fault that the technician couldn't do anything. The reality is that the situation was entirely outside of my control, so there was no customer fault.

I remember that the technician arrived, looked at our router, and determined that something had to be done in some other room elsewhere? I had no idea that this other room existed, or that it'd have to be used. My husband also had no idea, and we didn't even know where it was. The technician left without doing anything. 

My husband and I immediately went to find the room in question, and managed to do so, but our keys wouldn't let us in. We contacted our house service, who told us that the technician should already be able to get into the room. Regardless, I set up a time for someone from the house service to come over so they could open the room for another technician. During our next appointment, the technician was (luckily) more patient and we were more informed, so we managed to contact the house service and let him into the room.

I'm disputing the charge for that first visit, because I believe that I've done all that could be done at the time. I was home (I have timestamped proof of this), I called my husband so he could translate for me, the visit failed because the technician couldn't get into a room that we didn't even know existed (that the technician should've been able to get into on his own), and I instantly cooperated afterward (setting up another appointment, finding the room ourselves after knowing about it's existence and learning that it was necessary, contacting the house service, etc.). 

Because I fully cooperated and the issue was a logistical failure between Telekom and the building management (which the first technician never asked me to contact, he just left), I kindly request my bill to be amended to account for this. I have screenshots of my text messages from that day proving my presence and immediate action, which I am happy to provide privately.

Best regards.