Gelöst
Seven weeks with no Glasfaser installation with no end in sight
vor 2 Jahren
I ordered a glass fiber connection for my apartment on 30.11.2023 and was assured by a sales person that by 21.12.2023, it will be connected as it's marked in their system. We received an Auftragsbestätigung confirming our order. The previous tenant also had fiber optic internet; I talked to our neighbours and they had only good things to say about it so I thought it should be easy and fast to receive the same service as it is already in the apartment. There's a box with the Telekom logo and the words "Glasfaser Modem 2" on it in the internet box inside the apartment. Unfortunately this odyssey turned out to be very different.
In my Glasfaser-Portal, the last thing that happened was a Besichtigungstermin on 19.12.2023, and since then nothing has moved. I talked to the Hausverwaltung and Hausmeister but none of them actually heard from Telekom, nor do they need to approve this connection, so I wonder if anything even happened on that date.
After calling support many times, the best I can get is a redirect to another phone number to call but I am spun in circles until I'm ultimately redirected back to the Glasfaser Hotline number.
The information I've received from many unhelpful hotline personnel is to just wait for an email with a link to make an appointment for installation and nobody can give an estimate when this could happen. I don't understand why this email should take so long if it's only an entry point for booking the appointment. Why can't the booking link be sent now so I can have at least a date in mind when to expect this connection?
Often on the hotline I get answers like "be patient and wait". Sometimes the phone personnel are just plain rude and aggressive saying I should wait as it could be 8 weeks, 4 months, or any amount of time and they just hang up. It is unacceptable for people on the hotline to end the conversation like that. Some of these must be recorded and be assessed by quality control.
I tried going to the Telekom shop to talk to a person there as hotline proven to be not helpful at all. In the shop they told me in their system it says the building should be connected by 17.01.2024 and this deadline has passed already as well. Calls to the Bauherren service are also unsuccessful as the order is not found in their system.
I have a feeling my order is either lost somewhere in the system or misunderstood since, again, the connection and the wire from Telekom is already inside the apartment and I cannot see any reason for a further delay or a need for a technician.
Is there any way to make it work and receive a date when I finally get my internet connection? I understand that it takes time but Telekom must have all the data to at least arrange the appointments in the future, instead of merely telling me to wait for a mystery email.
If there is no way of making it work I am considering involving a lawyer and cancelling the contract as unfortunately Telekom so far doesn't seem to fulfill promises.
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