‎no network on Magentazuhause schnellstart device since 2 days - very poor customer support

Telekom hilft Community

Telekom Business Community

Private customers

Telekom Shops

Contact

no network on Magentazuhause schnellstart device since 2 days - very poor customer support

9 months ago

We have a new fiber optic internet connection with Telekom. They sent a schnellstart device to use till the actual connection is made.

But the device shows no network and there is very poor support from Telekom customer service. I have spoken with atleast 6 different people and everyone tells a different story. Will be activated in 2 days, will be activated in 1 hour, will be activated today etc etc.

I am really starting to doubt my decision to go with Telekom here.

Please help!!

177

9 months ago
Hi @SM91 ,

welcome to the Telekom hilft Community.

The Telekom Team will be needed to support you. You have already entered your data in the profile, additionally you could list some time slots when you are available on the phone. I will inform the Telekom Team that their support is needed here.

Best wishes,

Coole Katze
0
9 months ago
Thanks for the quick response.
Some update - I was able to speak to some support staff from Telekom and they identified a problem in the way my contract was setup. Apparently my schnellstart device should have been activated when it was sent to me. Nevertheless, they promised me that the SIM in the device should be activated tonight or latest by tomorrow.
Fingers crossed!!
1
Answer
from
9 months ago
Good evening @SM91 and welcome to our Telekom hilft Community.

Thank you for the nice call, even if it's that late. I'm very pleased to hear, that the Schnellstart-Paket is now running. You can also give us a response on the fibre-topic, when it's done. If you have any further questions in the meanwhile or need any kind of support, just let us know.

Kind regards Sven
Unlogged in user
Answer
from
9 months ago
Yes, I am happy that the first problem is solved and now my appointment for the fiber optic connection is set.

I appreciate the effort on Telekom's part to follow up on this.

Best Regards
Sambit
6
Answer
from
9 months ago
Hello @SM91

Thank you for our friendly conversation.

I checked with our technical service department.

They had emailed you on Friday 16. to inform you that the appointment today could not be kept.

They also booked a replacement appointment for 29. August 2024 from 0800 - 1200 hours.

The technician will require both access to the technical room in the cellar and your apartment.

Your existing fibre optic terminal adapter is from a previous network provider.

It needs relabeling with a current home-ID.

Regards, Lorenz S.
Answer
from
9 months ago
Okay, thank you for the information. I am available all day.

I again have the call receive problem from you. I see the calls but they disconnect immediately.
May be use a different number to call if that's possible.

Best Regards
Sambit
Answer
from
9 months ago
Hi @SM91

I tried both numbers available to me: The one ending 112 and the other ending 923.

Regards, Lorenz S.
Unlogged in user
Answer
from
9 months ago
It looks strange - the only times we got connected on the number you called from were when I was actually trying to call back on that number.
May be please try from a cell phone, if that's not against Telekom policies.
5
Answer
from
9 months ago
Hi @SM91,

That's news to me.

I was told that the appointment had been cancelled on Friday 16th, and rescheduled for 29. August 2024, 0800 - 1200 hours.

Did anyone show up?

Regards, Lorenz S.

Answer
from
9 months ago
What? Who cancelled? This is definitely not from my end and is so strange. What's going on here?
I have been waiting the whole day for this.
Answer
from
9 months ago
And even more strangely, you spoke with the team/ got info today morning about the planned installation today, isn't it? How can it be cancelled on 16th?

Unlogged in user
Answer
from
9 months ago
Okay, now I see there's an email from Telekom this morning around 11:00AM that my appointment was rescheduled to 29/08.
But this change was made solely by Telekom without any information to me before.

Also, I wasn't given an option to select and alternate date and time. I have another appointment planned for 29/08 between 08:00-12:00

Please provide me with an alternate appointment after 13:00 on 29/08

3
Answer
from
9 months ago
Also, is any date before 29/08 not possible?
Answer
from
9 months ago
Hi @SM91

I just emailed you.

Please refer to my email if you wish to alter the appointment.

Regards, Lorenz S.
Answer
from
8 months ago
Hi @SM91

I just tried to call you.

Your fibre-optic service was activated today.

I hope you will enjoy your new connection.

All the best and

Regards, Lorenz S.

Unlogged in user
Answer
from