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Customer recovery agent that speaks english
5 years ago
Hello all,
I've been DSL internet customer for several years, however, I sent a couple of months back the cancellation letter because it was quite expensive compared with other providers in my area. Unfortunately, I was not able to pick up the phone when the customer recovery team called to revisit the prices. I called multiple times to 0800 300 1188 to see what offers are in place, however, nobody there speaks English.
My service is planned to be disconnected mid of April and would like to take a decision to continue or change the vendor this week.
Is there any phone number that I can call to understand what offers are applicable to me and compare?
Thanks, FP
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5 years ago
Hopefully you have alreadey contracted the alternative provider. Otherwise if pricing offered is not suitable to continue with Telekom you will sit there without a contract.
Hopefully the Team will show up in time ( I know, there is also a foreign language hotline, i don't have the number on hand ).
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5 years ago
Dear all,
I called again several times (0800 300 1188), different days (weekends, weekdays) and different times (morning, afternoon, evening) and suddenly a guy was able to switch to English and help me with current offers for me. Fortunately, we had a deal.
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5 years ago
I'm really sorry for the late replay. Sounds like you already found a solution with my colleagues on the phone. Is there still anything I can help you with?
Greetings
Karsten L.
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5 years ago
we will have to wait till tomorrow to give you further information. Since bookings wont be realized on sundays, we can take a look at it tommorrow morning, and inform you.
Viele Grüße
Dean B.
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5 years ago
Hi @Dean B.
Thanks, I'll appreciate your support. Looking forward to tomorrow morning.
Regards, FP
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5 years ago
Hi @Dean B.
Could you please take a look to see what is the status of my internet ? Im quite worry that tomorrow I should work from home and my services was disconnected without any reason.
Thanks a lot.
FP
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5 years ago
As discussed we will still need to wait another day, to see if it all worked out.
If you have further questions, please don't hesitate to contact me.
I wish you a great day.😉
Kind Regards Martin Bo.
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5 years ago
like the last time you had an issue, I can call you if you are available.
Please tell me when I can call you, so that we can solve this issue.
Kind regards Nico B.
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5 years ago
Hi Nico B,
I checked the line again with the Telekom tool on my mobile phone it was 16Meg this time
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5 years ago
thank you for the call.
Like I said, you can check the actual speeds here: https://speedport.ip by typing in your device password ("Gerätepasswort").
Kind regards Nico B.
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5 years ago
thank you for the call.
I will send out an LTE Router, so that you can at least have Wi-Fi.
It should arrive in 1-3 business days.
I will also give you feedback on the Recovery of your DSL contract, as soon as I've gathered information about it.
Kind regards and stay save.
Nico B.
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5 years ago
Hi @Nico B. @Martin Bo. @Dean B.
I received an SMS on saturday that the "Technical Problem" was solved. However, the landline service is still disconnected and nobody on the customer service line or here in the forum can understand what is going on.
As a recap my contract was renewed on April 7th and the service was disconnected without any reason on April 12. After that, I have renewed it again two times with all recordings etc. The router is still online. I have received multiple excuses from multiple colleagues over the phone and over here but looks like nobody knows why I'm still offline and not able to help me with the "unknown" issue.
As a result of all this mess, Im commuting to the office in Cologne via train everyday since April 13 during a quarantine season. Thanks Telekom for that.
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5 years ago
we've already spoken about this on Saturday.
As I've said, I'm already contacting my colleagues about the situation but I' haven't received any news about it yet.
I will have a call with them later in the day and you will receive new information about it also later today.
I'm again very sorry about the current situation and the circumstances that you are in right now, but I'm hopeful, we resolve this issue as soon as possible.
Kind regards and stay save.
Nico B.
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5 years ago
Hi @Nico B.
Thanks for your quick reply.
We didn't talk on Saturday but on Friday. As I mentioned, on Saturday after our call, I received an SMS that the "Technical Problem" was solved. Therefore, I called again on Saturday and your colleague told me that service is planned to be connected today early in the morning. Today, I just called again and another colleague told me that there is a "Problem" that could take days or even weeks but no clue about any details or reasons for the service disruption or the root cause. I'm wondering how can you solve an issue that nobody knows the root cause ??
In the meantime, no news about a solution, or solution date and I'm still without service for more than one week.
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5 years ago
you are right, we spoke on Friday, my bad.
I spoke with the colleagues that are in charge regarding your situation.
We can't provide you with any kind of connection in the next coming weeks.
Why? In order for us to provide you with internet, we need to do civil engineering, which will take a couple of weeks just to plan it and receive authorization from the local community.
If you want to talk with me on the phone about this, then please tell me, when I can call you.
Kind regards Nico B.
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5 years ago
Hi @Nico B.
But all the situation started when the service was irregularly disconnected. This is not a new service or new installation. Why the service was originally disconnected ? What are your options to temporarily solve the problem that Telekom initiated ?
Please call me after 6pm I would like to talk about those options.
Regards, FP
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5 years ago
Hi @Nico B. At what time can we talk ?? I would like to know if I have a contract with Telekom or not (I renewed it 2 times), also, why it was delivertely cancelled without any notice and why on telekom site my address shows that service is fully available in my building.
What are my options at this point ?? .
Thanks for your reply.
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5 years ago
Good morning @FelipeP78,
sorry for the late response and the missed call yesterday.
To finally clear all of this up and to answer (hopefully) all of your questions, I'm writing instead of calling you because I'm currently working from 7am-4pm so calling you at 6pm isn't possible.
This isn't an excuse for the missed call yesterday just for your information.
You cancelled your contract with us on the 28th of December 2019 via an online form.
The contract would then be cancelled on the 12th of April 2020.
Before that happened, you were contacted by my Customer recovery colleagues and renewed the contract with us on the 7th of April 2020.
We tried getting your internet connection back as soon as possible but the problem was, It was technically already given to another provider (because you formerly cancelled the contract with us and another provider had access to it because of that)
Getting that DSL-line or internet connection back cost us a lot of time, therefore we couldn't give you your connection back immediately.
When we have to get the DSL-line / internet connection back from another provider, our system declares it as "awaiting planned date" which basically says, that our technical department either gets the DSL-line back from the other provider or our infrastructure planning department has to "build" a new connection, which takes weeks to do.
Because of that, my colleagues that were calling you told you, that there was a "technical problem" and that they don't know if it would take days or weeks.
Hopefully all of your questions could be answered regarding, why we are here right now and why you still have no connection.
But I actually have some good news as well.
Our technical department got the DSL-line back and now we only need a technician to plug you in essentially.
We need a certain time frame form you, when you are available and because of data protection I can only give you the information about it on the phone.
So please tell me when I or one of my colleagues can contact you.
I will make sure, that you get the call, the information that you need and finally your internet connection back.
I'm very sorry about all the things that happened over the past couple of weeks, but there is a light at the end of the tunnel at least.
Kind regards and stay save.
Nico B.
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5 years ago
Hi @Nico B.
Thanks a lot for your time and detailed explanation. That is exactly was I was missing from Telekom. I was considering a move to another provider because of the uncertainty but now I understand the situation.
I'll be available to receive you or your colleagues the call today any time after 13:00.
Best regards,
Felipe
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5 years ago
thank you for the call.
There will be a technician coming on the 28th of April 2020, so basically Tuesday next week.
If it still doesn't work after that, or you have any other questions, please don't hesitate to contact me.
Kind regards Nico B.
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5 years ago
Hi @Nico B. Also, I received an invoice on April 16 (after disconnection of the landline on April 12), including charges for the full month of service from April 1st to April 30th. Could you please help me to fix this issues as internet service and speedport were not functional since April 12. Thanks, FP
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5 years ago
regarding your new contract you are correct that in this case you agreed to an renewal but we couldn't provide that due to the issues mentionend in this thread. The contract we confirmed is a new one and those fees are standardized. Your case is a special one of course and I am sure we will find a way to solve this. More important for us right now is to provide you a working connection.
The invoice you received for April will be adjusted automatically.
Kind regards
Sören G.
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5 years ago
Hi @Nico B. @Sören G.
I would appreciate if I can have an updated contract before the connection date with the fees agreed over the phone during the renewal process. The contract sent to me via email does not match with terms and conditions agreed over the phone.
Regards, FP
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5 years ago
I've seen that you didn't get the agreed monthly fees.
I'm currently working on getting those conditions back, but because of the upcoming weekend it can take a couple of days.
I will make sure though, that you get the agreed fees, just give me a couple of days to figure this out.
Kind regards and stay save.
Nico B.
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5 years ago
I did buy the router in a shop in Darmstadt thanks. It is very frustrating that problem I am having is random and will not go away.
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5 years ago
I forgot to mention my house phone is also I loosing the connection this is now happening on a random basis but more frequently.
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5 years ago
1) the rented router, my coworker explained the 14 days right of withdrawal to you. Since you went on vacation and couldnt send the router back. we could cancel the rent out of goodwill. Do you want that? If so you need to send back the router and cancel it on our website for it (i can provide you the link if you decide to do that). We will stop any extra payment for canceling the router before the contract is fullfilled.
2) The router you bought in the shop: you have to return it to the shop we unfortunately can't do anything for you with that. But you already mentioned you bought it in Darmstadt, so i guess thats not a problem
3) your line is stable in the last 10 days we had 1 init in our Maintenance window and 1 init on 24th of August. The measured data look fine as well. Are you having more disconnects than the ones i mentioned here?
4) if your phone loses the connection you should check how you connected them to the router. You should renew the connection/maybe try a different one and reset your phone. Depending on what kind of phone you have you can reset it by taking out the batteries. If the connection loss is random then its not related to the line but to your hardware.
5) checking the connection from your apartment to the local loop in the cellar, we can send you a technician to have it checked. Normally thats for free. But if it need to be replaced you have to talk to your landlord about it.
Best regards
Sarah Ti.
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