Hi, Team!
Got a new modem to set up fiberglass internet in the new apartment. When entering modem Id and glassfiber id - setup offers to test the connection. Connection test fails with an error: "Verbindungstest vom Glasfaser-Modem fehlgeschlagen"
Called last week to support on Thursday and was mentioned that the ticket was created to resolve the issue and I should expect to have a callback on Friday/Saturday. Unfortunately - no one called back. I called back on Monday and was told that they will tell me what to do next on Tuesday - still no call.
Tried to call today, but unfortunately, the lady just dropped the call after 20 min (unfortunately my German is not sufficient for the phone conversation)
No idea what is the problem and when it will be fixed.
I'm very frustrated. It's been already almost 2 weeks without any progress, and internet connection.
What else can I do?
Thank you in advance
vor 2 Jahren
Welcome to our community @botanick,
I'm terribly sorry for the unpleaseant experiences you had to make.
But here in the community my colleagues and I are able to support you in English. Many users might be able to give some advice as well.
Please add your callback number to your profile and let me know as soon as you did.
You can also add a time frame for a callback under "zusätzliche Informationen".
Feel free to make use of that. 😄
I'm looking forward to your reply and hope you have a pleasant evening.
Best regards,
Louisa G.
0
10
von
vor 2 Jahren
Hey @botanick,
thanks a lot for the quick reply.
Since it's pretty late already, I'd prefer to call you back tomorrow.
Just let me know when a call would suit you best.
Best regards,
Louisa G.
0
von
vor 2 Jahren
Hi @Louisa G. !
Today between 12:00 and 15:00 would be perfect!
0
von
vor 2 Jahren
@botanick
No problem 🤝
We will get back to you from 12 noon.
Many greetings
Timur K.
0
Uneingeloggter Nutzer
von
Akzeptierte Lösung
akzeptiert von
vor 2 Jahren
@botanick
Thank you for the pleasant conversation earlier 🙂 As discussed, the current order had to be canceled and rescheduled so that the fiber optic box and fiber ID could be exchanged, as they are currently not compatible. That I have now done to the exact same conditions and you have already received an email. As a bridge, I have booked you the MagentaZuhause Quick Start (Mobile Router). If the data volume is used up, you can contact us at any time. I have also passed it on internally that an appointment will be coordinated with you as soon as possible and keep that in mind.
Thank you so much for your patience.
Best regards
Timur K.
0
Akzeptierte Lösung
akzeptiert von
vor 2 Jahren
@botanick
Hey, I'll get back to you as I was able to see that the fiber connection was successfully activated today 😊 Have fun with your connection and have a great week.
Best regards
Timur K.
0
0
Uneingeloggter Nutzer
von