Solved

English support not possible? Incorrect bill after contract extension

5 years ago

Dear all,

 

Apologies for the English but my German is not yet sufficient. I recently extended the contract for my internet in exchange for a reduced price for some months. Now I am being billed incorrectly at a higher rate than I have ever paid, without any change in service level. I have an email confirming what the correct price should be.

 

I tried to get support in the local Telekom store. They confirmed there’s an error with my bill but refused to help since I extended the contract online instead of in the local shop (which is extremely frustrating). They referred me to the same English support number I am always referred to but this has been disconnected for months at least (0800 33 01 080). The regular support line also does not offer English in the many attempts I’ve made.

 

Is it possible to get support In English for an incorrect bill? And is it really Telekom policy to refuse support in the local shops?

 

Thank you.

451

6

  • Accepted Solution

    accepted by

    5 years ago

    Hello @notty,

    thank you for the call.
    I unfortunately can't help you regarding this situation.
    The options, that are available to you, have been shown.

    I am again very sorry for the inconvenience.

    Kind regards
    Nico B.

    0

    0

Popular tags last 7 days

No tags found!

Cookies and similar technologies

We use cookies and similar technologies (including ) on our website to save, read out and process information on your device. In doing so, we enhance your experience, analyze site traffic, and show you content and ads that interest you. User profiles are created across websites and devices for this purpose. Our partners use these technologies as well.


By selecting “Only Required”, you only accept cookies that make our website function properly. “Accept All” means that you allow access to information on your device and the use of all cookies for analytics and marketing purposes by Telekom Deutschland GmbH and our partners. Your data might then be transferred to countries outside the European Union where we cannot ensure the same level of data protection as in the EU (see Art. 49 (1) a GDPR). Under “Settings”, you can specify everything in detail and change your consent at any time.


Find more information in the Privacy Policy and Partner List.


Use of Utiq technology powered by your telecom operator


We, Telekom Deutschland GmbH, use the Utiq technology for digital marketing or analytics (as described on this consent notice) based on your browsing activity across our websites (only if you are using a supported internet connection provided by a participating telecom operator and consent on each website).

The Utiq technology is privacy centric to give you choice and control.

It uses an identifier created by your telecom operator based on your IP address and a telecom reference such as your telecom account (e.g., mobile number).

The identifier is assigned to the internet connection, so anyone connecting their device and consenting to the Utiq technology will receive the same identifier. Typically:

  • on a broadband connection (e.g., Wi-Fi), the marketing or analytics will be performed based on the browsing activities of consenting household members’.
  • on mobile data, the marketing will be more personalised, as it will be based on the browsing of the individual mobile user only.

By consenting, you confirm that you have permission from the telecom account holder to enable the Utiq technology on this internet connection.

You can withdraw this consent anytime via "Manage Utiq" at the bottom of this site or in Utiq’s privacy portal (“consenthub”). For more, see Utiq's privacy statement.