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Hello,
This is my first time of running into a complicated situation with Telekom.
We moved to a new apartment. Before the moving we contacted Telekom through service line and we informed them about the moving. The representative logged in a different information and sent a new router to my old address. At the moment I have two speed sport routers from the old address. At this point I was confused because we waited for close to two weeks without appointment.
We called again and was told that what we described now wasn't what the representative did and the new representative apologised. And told us that we can move the old contract to the new apartment which will take like one month or start a new one. This new contract will make it faster for technicians to come earlier because I work from home.
We actually accepted this new contract. Only for us to find out that they will not be able to fix fiber optic in the building due to disagreement with the owner of the house. This they never told us before hand.
At this point, we decided to cancel the contract with Telekom since we are not getting a good feedback. We have applied online for cancellation of this new contract and it seems this cancellation of the new contract is being delayed. So many calls to get a contract canceled is overwhelming. At the moment we have no internet in our home.
We need help on how this can be resolved.
Thank you.
10.03.2024 21:14
Hello @Nwene and welcome to the community.
I'm sorry to read that you are facing difficulties with your landline.
I'm happy to help and check the available options here.
On which time are you available for a call?
Kind regards
Malte M.
11.03.2024 20:40
Good evening @Nwene,
I am sorry we could reach you by this time-frame.
Do you have an alternative time slot in which we can reach you by phone? Please have the customer number and the last 6 digits of the IBAN on file ready for the call.
Thank you in advance & kind regards
Christina P.
12.03.2024 11:47
Hi @Nwene,
I'm terribly sorry that we are too late for a second time...
I'll call you back personally tomorrow within the same timeframe.
My apologies for the inconvenience.
Best regards
Louisa G.
13.03.2024 10:16
Hello @Nwene,
unfortunately I was unable to reach you when I just tried to call you.
When would a call suit you better? I'm on duty until roughly 3 p.m.
Best regards
Louisa G.
15.03.2024 22:48
Good evening @Nwene , I'm sorry that you didn't receive a call this afternoon. Due the time I didn't want to call you unasked and I'll try to arrange a callback for tomorrow!
Kind regards Sven Ö.
17.03.2024 17:16
Hi @Nwene,
thank you for the pleasant call. As already told, your contract will be canceled to the end of the month and everything else is cancelled, too. You can send the routers back with the return label, you already received.
Sincerely,
Johannes P.
@Johannes P. @Thanks so much. I already got the mail and I will return the devices tomorrow.
Regards.
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