Hello,
Earlier this week I moved into a new apartment and created a new order for MagentaZuhause XL Flex. However I've just realized that my apartment does not have the right socket for DSL. I would like to cancel my contract as I cannot connect to DSL in my apartment. I was hoping to be able to cancel this on this Widerruf eines Telekom Auftrags.
However it asks for an 11 digit Auftragsnummer which I don't have. I cannot locate it in the MeinMagenta app either. The closest information that I could find is a 10 digit order number. My understanding is that I only have 14 days from my order during which I'm able to cancel this contract, so I'm hoping to cancel this as soon as possible please.
vor 4 Tagen
Thank you for your contribution to our community. 🙏
I would be happy to assist you with your issue. 🙂 Have you already received an order confirmation by email? After receiving the cancellation policy, you can cancel within 14 days. You can find the cancellation form on our website.
However, I don't think cancellation is absolutely necessary. If you don't have a telephone socket in your apartment, the technician will install one on the day of provision. Have you received a technician appointment for activation?
Best regards
Timur
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vor 3 Tagen
Hello Timur,
I've received two emails from Telekom regarding my order so far. The first has my Bestellnummer, and the other informs me that I can monitor the status of my order in the MeinMagenta app. In the app, I can see my new contract under "Open orders" with the same Bestellnummer. I believe that I have an appointment for activation scheduled for today, but I can't see confirmation of that in the app. I took a picture of the socket that I have and asked a Telekom store associate about it. He confirmed that it is not from Telekom (he thinks it is from Vodafone), and also it is a cable connection rather than DSL. This is why I believe I won't be able to connect to DSL in my apartment. I supposed I can confirm with the technician today, if one is indeed coming.
I would also like to clarify another issue: the "Widerruf eines Telekom Auftrags" webpage that you linked asks for an Auftragsnummer which "ist eine 11-stellige Ziffernfolge oder hat das Format xxxxxx-PSM-xxxxxx". I cannot seem to find an Auftragsnummer that is 11 digit or in the specified format. Could you clarify where I could find this please?
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vor 3 Tagen
Good morning @cobalt_ringbearer,
you can find the Auftragsnummer in your MeinMagenta App. Navigate in your MeinMagentaApp to the service symbol and click on "Hilfe und Service".
There you will find "Aufträge anzeigen" or "Auftragsstatus". Here you can find open and closed orders. Click on the order that you want to show details about. In the details you will find such things like the Auftragsnummer. 😊
Let's talk about this situation on the phone. Please let me know in which timeframe a call would suit you best.
Kind regards
^Christoph
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vor 3 Tagen
Hello Christoph,
Thank you for elaborating, I can see the my order under "Auftragsstatus" and there is an Auftragsnummer under "Auftrag" in Details. The problem is that this is a 10 digit number but the "Widerruf eines Telekom Auftrags" webpage that you linked asks for an 11 digit number. I cannot proceed with cancellation request with the 10 digit number.
I should be available any time during the day to discuss this on the phone.
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vor 3 Tagen
@cobalt_ringbearer,
thank you for the pleasant call.
I'm glad that I could answer all of your questions. If there's anything else we can help you with in the future, feel free to write again.
Have a nice day and a good time.
Kind regards
Malte
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vor 3 Tagen
@cobalt_ringbearer,
thank you for the pleasant call.
I'm glad that I could answer all of your questions. If there's anything else we can help you with in the future, feel free to write again.
Have a nice day and a good time.
Kind regards
Malte
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