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Seeking Advice: Issues with Early Termination of Deutsche Telekom Contract
1 year ago
Hello everyone,
I'm in a bit of a bind with my Deutsche Telekom contract and could really use some advice or insights from anyone who might have faced a similar situation.
Background: I had a long-term contract with Deutsche Telekom for my flat in Berlin. Due to an accidental early cancellation, I visited a Telekom office three months ago to resolve the issue. At that time, I explicitly informed the staff that I would be leaving the flat in February 2024 (5 months from then) and would need to cancel the contract early. I was reassured that everything would be fine as long as I provided proof of my lease termination with my landlord.
Current Issue: Fast forward to now, when I went to the office to initiate the cancellation, I was informed that I cannot cancel the contract unless I am leaving Germany. This is particularly perplexing because I already have another contract with Telekom for my new flat. They mentioned that if I didn't have another contract with them, they might have been able to cancel it.
Complication: This situation is incredibly frustrating. I feel stuck paying for a service in a flat I no longer inhabit due to what seems to be misinformation or incompetence at the time the new contract was created. It's disheartening to think that I was misinformed about the terms of early termination.
Seeking Advice: Has anyone here experienced something similar with Deutsche Telekom or any other provider? Is there a way to escalate this issue or any consumer protection agency that might assist in such cases? Any advice on how to approach this situation would be greatly appreciated.
Thank you in advance for your time and help.
Best regards,
Sam
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3 years ago
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1 year ago
This is particularly perplexing because I already have another contract with Telekom for my new flat.
Yes, and that's the mistake: you made a new contract for the new flat instead of transferring the old contract after five months to the new location.
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1 year ago
This is particularly perplexing because I already have another contract with Telekom for my new flat.
As Falk already said, you should have applied for an „Umzug nach TKG (Telekommunikationsgesetz)“ instead.
On the other hand, the Telekom staff at your first appointment should have clearly pointed out the correct procedure, which obviously did not happen. So there might be hope for a good will resolution. I will inform the team. In the meantime, please fill out the contact details in your profile including a phone number and time frame where you can be reached. Also, please have your customer number and the last six digits of your IBAN at hand for authentication.
Fingers crossed,
Thomas
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1 year ago
which obviously did not happen.
Das geht aus dem Geschriebenen nicht hervor, die Frage nach der Bescheinigung lässt auch den Schluss zu, dass genau ein Umzug gemeint war.
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1 year ago
Thank you very much, Dear Thomas!
Yes, I was 100% confident that I would be able to cancel my Berlin apartment internet after I have Kündigungsbestätigung on hands as I was informed by staff member, otherwise I would simply use my mobile internet in there.
I have updated the information. Hopefully everything can be resolved.
All the best,
Sam
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1 year ago
Due to an accidental early cancellation
Who did that? Telekom or you?
If it was you then actually you had following Telekom new contract options
With #2 (I guess your variant) in view of that you move to a different place you had the options
https://telekomhilft.telekom.de/t5/Festnetz-Internet/Uberlappender-Umzug-voruebergehend-zwei-Anschluesse-parallel/ta-p/5788194
I guess that you just ordered a new 24 month contract in your new place, in addition to the already running 24 month contract in the old place.
Strictly formal way - you can order the existing contract for the old place to be moved to the new place in accordance with the rules issued by German telecommunication law TGK. Result can be
(Different situation would be if the Telekom contract in the new place would be e.g. on your wife/friend - then Telekom has a special way for treating that with an early termination)
Maybe a Telekom Teamie can do s.th. based on Telekom goodwill
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1 year ago
Hello @shendyapin.s and welcome to the Community.
I'm sorry to read that you are facing difficulties with your landline(s).
I'm happy to help and check the options for you.
On which time are you available for a call?
Kind regards
Malte M.
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1 year ago
Hello again @shendyapin.s,
I currently finished all the contract details we already discussed by phone.
There was a huge misunderstanding and I am very sorry for that.
I cancelled the contract in Berlin to the due date in February and sent the return label via E-Mail to you.
I can book the ,,MagentaEINS Vorteil" after the cancellation in February.
Have a nice weekend & kind regards
Christina P.
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1 year ago
Thank you very much, Christina!
This is the best resolution of the issue I could hope for.
Have a lovely weekend and thank you very much again for the great support!
Best regards,
Sam.
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1 year ago
Good morning @shendyapin.s,
I currently booked the ,,MagentaEINS-Vorteil" for you with your current address and mobile phone number.
Now everything is finished. 😊👍
(P.S.: You can rate us in a survey, which you'll receive in the next 24 hours) 🫡
I wish you a nice weekend & kind regards
Christina P.
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