Hello everyone,
I don’t know if anyone has experienced a similar issue... In our new housing development, a regional provider is rolling out broadband. Their name is Inexio, but I believe they have now been taken over by Deutsche Glasfaser.
Anyway, we ordered a fiber optic connection from them when construction began, which was around September 2022. We also ordered a connection from Telekom, but they offer lower bandwidth. The other houses in the development are also connected through Inexio; most of those homes are already built or already connected. We are more of a latecomer.
Now we are at the stage where the house can be locked up, and all other utility connections including Telekom seem to be working fine. But I can’t get in touch with Inexio / the fiber provider. At the end of 2022, I submitted a support ticket asking about the next steps, what they need from us, and at what stage of construction they want to hear from us and how the process works. That ticket is still open and unanswered today.
Since then, I have called their support a few times. Each time I speak to a friendly employee who can see that I have called several times before and is surprised that no one has gotten back to me. They then say they will forward it to the “specialist department” and that someone would contact me, but that never happens. I have had about 3 or 4 of these calls in the past few weeks.
Has anyone ever had similar problems? Are there other ways to escalate this besides repeatedly calling the same hotline and getting the same unhelpful responses?
It doesn’t make sense to get frustrated with the hotline staff since they probably have no influence on what this mysterious “specialist department” does or does not do, right?
I don’t know if anyone has experienced a similar issue... In our new housing development, a regional provider is rolling out broadband. Their name is Inexio, but I believe they have now been taken over by Deutsche Glasfaser.
Anyway, we ordered a fiber optic connection from them when construction began, which was around September 2022. We also ordered a connection from Telekom, but they offer lower bandwidth. The other houses in the development are also connected through Inexio; most of those homes are already built or already connected. We are more of a latecomer.
Now we are at the stage where the house can be locked up, and all other utility connections including Telekom seem to be working fine. But I can’t get in touch with Inexio / the fiber provider. At the end of 2022, I submitted a support ticket asking about the next steps, what they need from us, and at what stage of construction they want to hear from us and how the process works. That ticket is still open and unanswered today.
Since then, I have called their support a few times. Each time I speak to a friendly employee who can see that I have called several times before and is surprised that no one has gotten back to me. They then say they will forward it to the “specialist department” and that someone would contact me, but that never happens. I have had about 3 or 4 of these calls in the past few weeks.
Has anyone ever had similar problems? Are there other ways to escalate this besides repeatedly calling the same hotline and getting the same unhelpful responses?
It doesn’t make sense to get frustrated with the hotline staff since they probably have no influence on what this mysterious “specialist department” does or does not do, right?
Reggert schrieb:
I guess with Kati it’s Telekom laying copper cables? And inexio installing fiber optics?
Then you’d be waiting forever, of course... Yes, Telekom is laying copper here and inexio is installing fiber optics. I think (or at least hope) they operate independently from each other.
Patricck schrieb:
Are you getting fiber optic all the way into the house, or does the fiber only go as far as the distribution point?
Calling regularly and being persistent often helps—ideally once a day.
That’s what I had to do until I finally reached the right person on the phone, who was able to help me after almost half a year.
If necessary, you can also ask the local municipality; they should have access to other contacts there. Fiber optic is coming all the way into the house. It’s apparently connected at the property already, as far as I know. They just need to send a crew to do the digging.
We already have a multi-utility house entry installed.
The municipality is aware, too, and is in contact with the network providers regarding the entire development area. But we’re a bit off the usual schedule since we are somewhat “later” compared to the others.
WilderSueden schrieb:
The hotline is supposed to connect you directly to the technical department. That’s a good idea; I’ll ask if they can do that. I’ve heard the excuse “The technical department will call you back” often enough by now. 😀
Yes, you need to know—will you be getting a fiber optic connection directly to your house, or will the last stretch be over copper cable?
So, the conduit will be installed first, and then the fiber optic cable will be blown in? That alone can take some time because the completion certificate must be issued before the technician can come to blow in and connect the fiber. Additionally, the main distribution frame must be ready.
Once the completion certificate is provided, the service provider (Telecom) can activate the connection.
And all of this can take weeks...
So, the conduit will be installed first, and then the fiber optic cable will be blown in? That alone can take some time because the completion certificate must be issued before the technician can come to blow in and connect the fiber. Additionally, the main distribution frame must be ready.
Once the completion certificate is provided, the service provider (Telecom) can activate the connection.
And all of this can take weeks...
We will have two connections: Telekom (copper) and Inexio (fiber optic, direct to the house, not over copper).
We have no issues with Telekom; that seems to be progressing as expected. However, we are obviously more interested in the fiber optic connection than in Telekom’s 1000 Mbps line. 😉
We have no issues with Telekom; that seems to be progressing as expected. However, we are obviously more interested in the fiber optic connection than in Telekom’s 1000 Mbps line. 😉
W
WilderSueden20 Mar 2023 09:21Why do you still have copper wiring when fiber optic is coming anyway? Phone service is now almost always VoIP.
WilderSueden schrieb:
Why do you still have copper cables when fiber optic is coming anyway? Telephone service is now almost always VoIP.It was included in the house contract. In our first house, we only had fiber optic installed. In this one, I have to admit I was put off by the Google reviews of the fiber optic company, so I wanted to have the telecom provider in the house as a backup. Since I currently live in a house without any telephone connection and have to play online shooters over the mobile network, I thought—better copper cables than no cables at all. 😉
kati1337 schrieb:
It was included in the house contract. In our first house, we only had fiber optic installed. For this one, I have to admit I was put off by the Google reviews of the fiber optic company, so I wanted to have the telecom provider installed in the house as a backup.
Since I currently live in a house without any phone connection and have to play shooters over the mobile network, I figured — better copper cable than no cable at all. 😉We did the same. In the end, it took over two years for the promised fiber optic to be installed, and only because we and our neighbor put pressure on the provider. Our houses were the second and third in the town to get fiber optic.
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