No internet since installation, no solution despite fault report + tecnician visit, and overcharged on top of that... Any solutions?
5 days ago
I recently accepted Telekom’s fibre upgrade offer, with a temporary DSL fallback line provided until fibre activation. A technician installed the line on 27 July, and since then, I’ve been left with no internet, incorrect billing, and no meaningful response from customer service.
As I was travelling, I reported the issue on 3 August. A technician visited on 5 August, confirmed that the problem lies on Telekom’s side, and told me to wait. I followed up via WhatsApp on 7 August, but received no response. There is still an open fault report.
In addition, I signed a contract for €29.95, but my account was charged €42.75.
For the moment:
- I understand I’m entitled to compensation under TKG § 58 for lack of service (working online without internet is not fun)
To avoid being charged indefinitely for a non-functioning line, I submitted a termination notice under § 314 BGB, giving Telekom time until 18 August to resolve the issue (as a safety measure)
Could anyone advise:
How do you think I could move this forward and get the connection working?
How can I request a refund for the overcharge and prevent further billing issues?
What’s the proper process for claiming compensation under TKG § 58?
I’m still hoping for a constructive resolution, but if that’s not possible, I’d also like to understand how to terminate the contract properly without further complications.
So far, customer service has only said, “Everything looks fine on our end.”
Thanks in advance!
68
0
8
This could help you too
4 years ago
410
0
2
4 years ago
403
0
3
You might also be interested in
Request purchasing advice
Fill out our online contact form quickly and easily so that we can advise you personally in a timely manner.
View offers
Informieren Sie sich über unsere aktuellen Internet-Angebote.
5 days ago
Hello @Mreuzu,
thank you for the nice call.
We will call you tomorrow at 9am.
Please have customer number and the last 6 digits of your bank account number ready.
Kind regards
Belana
0
4 days ago
Hello @Mreuzu, the outage was reported on August 3rd and was resolved on August 5th. Section 58 of the Telecommunications Act does not apply here, because the disruption was resolved within 2 working days.
Kind Regards Wiebke
0
6
Answer
from
3 days ago
@Kathrin W. , I'd like to quote @Wiebke:
"...outage was reported on August 3rd and was resolved on August 5th."
This is an incorrect statement and may give forum readers the impression that the issue is resolved, which it is not.
There is an ongoing problem on the 9th, with an open ticket, reported on the 3rd and acknowledged in writing by Telekom on the 8th. Accordingly, this issue has been going on for 6 days. Therefore, it is bound by Section 58 of the Telecommunications Act (i.e., fault surpassing 2 days after reporting).
Please don't hesitate to reach out to me. I would be happy to find a solution, whether it is initiating the contracted internet services or cancellation (§ 314 BGB).
0
Answer
from
3 days ago
Thank you for the productive @Mreuzu.
As discussed I will roll back the Zuhause Sofort XL in our system. You'll get the confirmation via email.
You can send the hardware back using this link. If a fee for early termination occurs we will refund that to you. Just inform us here, if you get an invoice for that.
Regarding your fiber contract I declined to terminate it. The 14 days grace period is already over, and you said, that you would think about what to do with the fiber contract.
If you have further questions, or I missed something let me know.
Sören
0
Answer
from
3 days ago
@Sören G., Thank you for the call. I’ve received the termination confirmation via email, noting the technical impossibility on Telekom’s side. I’ll return the modem as discussed.
I’ll wait until the end of the month to ensure any potential charges are cleared, then mark this topic as resolved.
Regarding the fibre contract, as long as Telekom can provide a working service, I’m fine to keep it.
Thanks again for the solution regarding the DSL line.
Unlogged in user
Answer
from
Unlogged in user
Ask
from