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?
C
Costruttrice20 Mar 2023 09:49We don’t get German fiber optic service here either. It seems like every company prefers to do their own trenching. And yes, Telekom is definitely more organized…
We are having both copper and fiber optic cables installed, but unfortunately there are frequent fiber outages here. I read about them almost every week in our local Facebook group. That’s quite inconvenient with two people working from home, so Telekom is also coming to the house.
The neighbors say the internet is reasonably good, so hopefully, that will be enough as a temporary backup in case the fiber goes down.
So far, I’m relaxed about German fiber optic service; they don’t want to come until the current construction stage is finished. They showed up as promised at our neighbor’s house, so I’m hoping for the best.
In cases where nothing progresses and you just get delayed repeatedly, something I have done several times is to write an email to the board. I looked up the name in the legal notice (Impressum) and then tried contacting them on a hunch. I always got a reply from the office team, and they took care of the issue, so things moved forward. Whether it was Hermes, the postal service, or Telekom, that approach has always worked so far.
We are having both copper and fiber optic cables installed, but unfortunately there are frequent fiber outages here. I read about them almost every week in our local Facebook group. That’s quite inconvenient with two people working from home, so Telekom is also coming to the house.
The neighbors say the internet is reasonably good, so hopefully, that will be enough as a temporary backup in case the fiber goes down.
So far, I’m relaxed about German fiber optic service; they don’t want to come until the current construction stage is finished. They showed up as promised at our neighbor’s house, so I’m hoping for the best.
In cases where nothing progresses and you just get delayed repeatedly, something I have done several times is to write an email to the board. I looked up the name in the legal notice (Impressum) and then tried contacting them on a hunch. I always got a reply from the office team, and they took care of the issue, so things moved forward. Whether it was Hermes, the postal service, or Telekom, that approach has always worked so far.
Nida35a schrieb:
and give you the direct extension number beforehand, then you can call them yourselfJust as a general point based on experience: It’s possible that the hotline staff have instructions not to give out direct extension numbers. That wouldn’t be unusual. In some places, there are definitely blockers (transfers allowed, but the reception staff will never give you an employee’s direct extension). Of course, it doesn’t hurt to ask, and if you do get transferred, you can always ask again whether they might provide you with a direct extension.My approach would be to try to find out which specialist department it is (and make a note), try to get transferred there, and, if possible, obtain a direct extension number for follow-up questions. Generally, if you reach someone who seems to have more knowledge or can provide better information than others, I’d consider asking for their name and making a note of it. Then, next time you call, you can reference this or ask to be transferred to that person if you don’t get a direct extension. Otherwise, with hotlines, you quickly end up having to explain your issue from scratch every time :/
The promised call did not come between 2:00 and 4:30 PM as expected. I waited a bit longer and called again around 5:30 PM.
I was disconnected twice in total. On the third attempt, the hotline agent immediately consulted with the so-called "specialist department," which was supposed to call me back at about 6:15 PM (18:15).
That callback—with a scheduled time—also did not happen. This is really driving me crazy.
I was disconnected twice in total. On the third attempt, the hotline agent immediately consulted with the so-called "specialist department," which was supposed to call me back at about 6:15 PM (18:15).
That callback—with a scheduled time—also did not happen. This is really driving me crazy.
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