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No internet, cannot access ready to surf, unreachable hotline....HELP
2 years ago
Hello,
I'm writing to report a recent issue with our Telekom service. Today, a technician was scheduled to visit our location to set up our internet. Unfortunately, due to a mix-up in account details, the technician couldn't reach us, resulting in the cancellation of our appointment.
When I called the hotline for assistance, I encountered a frustrating experience with an agitated representative who informed me that the next available appointment was two weeks away. We are currently without internet access despite being subscribed to your service. We are paying for nothing.
We also attempted to use the "ready-to-surf" function, but it indicated that we had reached the maximum number of attempts. We're stuck without internet, and no one on the hotline seems to be able to help.
I kindly request your immediate assistance in resolving this situation. We rely on our internet service for essential tasks, and the prolonged outage is both inconvenient and unfair.
Please expedite the rescheduling of the technician's visit or provide an alternative solution to restore our service promptly.
Thank you for your prompt attention to this matter .
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2 years ago
a mix-up in account details
Who mixed them up?
an agitated representative who informed me that the next available appointment was two weeks away
It should not take that long. Try to call 08003301000 again and ask for an English language operator. You can also wait for the Team here to reach out. Please fill out the contact details in your profile, including a phone number and a time window during which they might call you.
We also attempted to use the "ready-to-surf" function
How exactly? You might want to follow the instructions here -> Ready to surf – Leitungs-ID ermitteln | Telekom Hilfe (use Google Translate or DeepL if you don't understand the German).
Good luck with your line!
Best wishes,
Thomas
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2 years ago
They mixed them up and entered a wrong phone number on my profile. I could not edit it because I didn't have an access yet until now.
@teezeh wrote: How exactly? You might want to follow the instructions here -> Ready to surf – Leitungs-ID ermitteln | Telekom Hilfe (use Google Translate or DeepL if you don't understand the German).
It was asking me to verify my identity first and I tried it 3 times but since they have a wrong phone number, I could not verify it, locking me out of the system.
Answer
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2 years ago
Hey @yanaisbl,
I'd gladly assist you to get your contract running.
Pleas fill your profile with your current mobile number and tell me here as soon as that is done. I'll call you back then so we can have a look at the contract and possible appointments.
Best regards,
Louisa G.
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2 years ago
Hi @Louisa G., i have filled in my profile with my customer and mobile number.
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2 years ago
Hi @Louisa G., we're supposed to have an appointment with a technician today but no one has come to our house to fix the internet.
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2 years ago
Greetings @yanaisbl,
I just checked your connection and everything looks fine to me.
Do you need further assistance?
Best regards,
Louisa G.
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2 years ago
All good now, thank you! 😊
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2 years ago
All good now, thank you! 😊
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