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:
Starlink?
If it starts like this, it’s going to be a long odysseyWe’re currently used to an o2 4G router, which is sufficient for working and casual gaming. In the new house, from the office, there’s a direct line of sight to the nearest cell tower, so we get almost maximum 4G bandwidth on the phone speed test. Therefore, if everything else fails, we have Telekom with copper lines, or o2 with 4G. Although 4G is probably faster than anything Telekom can offer. Only when the weather outside is really bad, the connection might become unreliable.
kati1337 schrieb:
In our new development area, a regional provider is rolling out broadband.
They are called Inexio, but I believe they have now been taken over by Deutsche Glasfaser.
Anyway, we ordered a fiber optic connection from them when construction started, which was around September 2022. We also placed an order with Telekom for a connection, but their bandwidth is lower. The other houses in the new development are also connected through Inexio, though most of them are already built or connected. We are a bit behind.
Now we are at the stage where the house can be locked up, and everything else, including Telekom, seems to be running normally. Most likely, everyone has only placed a connection order with either of the two providers or a TAL reseller, and your double order is now blocking the port that can be activated for you—basically a conflict that can only be resolved by canceling one of the two orders. Fiber optic connection is always installed by only one provider, and your connection cannot be activated simultaneously by both the operator and the reseller. The corresponding warning light at the "specialist department" is probably the reason why the callback is scheduled for the distant future.
I once encountered a similar case where two friends swapped their offices in the same connection area because one needed a larger office while the other needed a smaller one. Both went together to the business service center, stood in front of the order processing agent, and explicitly explained the situation. After ten weeks (!), I had to clarify to the specialist department that their previous cables would become available for each other. Until then, Jürgen was told that no line was free (of course, Peter's was still in use) and vice versa. These processes are designed by highly paid incompetents; their workflows do not include "using common sense." By the way, "specialist department" is telecom industry jargon in Germany for the escalation from a hotline subcontractor to their client—where it is then handled by some intern still learning the ropes. In call centers, practically everyone beyond the team leader level is called the "specialist department." The term "specialist" only means that the problem can’t be solved with the standard script and that a somewhat knowledgeable person is involved for a change.
https://www.instagram.com/11antgmxde/
https://www.linkedin.com/company/bauen-jetzt/
kati1337 schrieb:
These are different technologies. With Telekom, we ordered copper, with Inexio, fiber optic FTTH. Are you sure that in a new housing development Telekom still installs new copper lines, instead of renting a fiber optic line from the fiber provider and then emulating a legacy connection for you via a converter box (Optical Access Line / OPAL)?
https://www.instagram.com/11antgmxde/
https://www.linkedin.com/company/bauen-jetzt/
11ant schrieb:
Are you sure that in a new residential development the telecom company still installs new copper wiring, instead of renting a fiber optic line from the fiber provider and then emulating a traditional connection through a converter box (Optical Access Line / OPAL)? Yes, pretty sure. The contract explicitly specifies "copper technology."
Edit: The development is already somewhat older. We are latecomers. I guess the fiber optic network was installed there after the first houses, so copper is still available.
For house 1, we actually had the option, but declined it back then because it would have cost extra.
kati1337 schrieb:
Yep, quite certain. The contract explicitly states "copper technology."Copper is actually considered an end-of-life product in DTAG’s network development policy. And for OPAL, it would be typical that the offered product would lag far behind the speed of the feeder fiber optic connection—so much so that it would effectively emulate a retro DSL.https://www.instagram.com/11antgmxde/
https://www.linkedin.com/company/bauen-jetzt/
Similar topics