New DSL home internet, security deposit, and connection appointment
vor einem Monat
Guten Tag,
I apologize for posting in English, but I don’t speak German (yet).
I’ve recently moved to Cologne and I had made an appointment to install a new Telekom DSL home internet connection today (16.9). Instead of the technician getting an appointment, I got a postal letter saying that I had to pay a 290 EU deposit in order to get service.
I sent the payment as soon as I saw the letter, and then I reached out to Telekom customer service via the app to check the status of my appointment. Long story short, I chatted with three different agents, none of them gave me a new appointment, and instead they said that it would take between 3-5 working days for the payment to be reflected in my Telekom account (though it left my bank already), and that only then I could get a new appointment.
Is this usual? Did this happen to someone else? Is there any way I could speed up the process?
I haven’t been given a customer number yet, the number I pasted there is the reference number on the letter. I also have an order number, and a buchungskonto number.
Thank you advance!
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vor einem Monat
Hallo @Santiagol
Please also enter a callback number and a time when you can best be reached in your profile.
A member of the team will call you back.
Please be patient.
Greetings -LERNI-
0
vor einem Monat
Hallo @Lerni , thanks for your reply.
I have added the best time to reach me in my profile, under the "more information" section. My profile also contains my cellphone number (starting with 15) and my order number-- I was forced by the form to delete the reference number, since it contained letters and was deemed not valid. Now my order number appears in the place where my customer number should be
Thanks again,
Santiago
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vor 18 Tagen
Hi @Santiagol,
as discussed I just entered the refund for the difference between the contract you made and the contract that was made by my colleague in the system. I am just waiting for the approval.
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vor einem Monat
Hello @Sören G. @Lerni and team.
Today the technician came home to install the DSL home internet connection. He set up everything, told us to wait 10 minutes before testing the internet connection, and he left.
Two hours later, the service still doesn't work, and it never worked during this period. All router lights (Speedport 3) light up properly (see pics at the end), and I can connect to the wifi network it provides, but there is no internet service. Could you please look into it? After waiting more than three weeks to get connected, I was quite disappointed to see that the technician would leave before making sure everything was working as it should.
I've tried both resetting the router (after an hour and a half of it being connected) or setting it up via the Magenta app, and none of them work. Could you please look into this to see if the problem can be fixed? The contract was set to start today, so I am currently being billed.
Thank you in advance,
Santiago
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vor einem Monat
Hello @Santiagol,
thank you for the nice call. 😊
I've just restarted the line and from our part ever things looks good.
Let us know after your vacation if you are still having trouble with the connection.
Kind regards
Belana
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von
vor 25 Tagen
Hello Balana,
Everything is working properly now.
Thank you,
Santiago
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von
vor 25 Tagen
Thank you for the feedback @Santiagol.
I am glad it works.
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