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?
11ant schrieb:
Copper is considered an end-of-life (EOL) product in DTAG’s network development policy. It is typical for OPAL that the offered product then falls significantly behind the speed of the feeder fiber optic cables—so much so that it emulates a retro DSL connection ;-)As I said, I believe the copper network has been there for a long time before it was classified as an EOL product. The development plan dates back to 2006.
In 2006, it was about ten years before POTS was classified as end-of-life. Back then, people still accessed the internet via the telephone network; now it’s the other way around, and even at DTAG, local exchange boundaries have become virtual. Customers are connected in the simplest way possible, sometimes even through a TAL leased from a competitor. Unfortunately, I know my crowd too well not to expect absolutely anything from them – and usually the most unbelievable first ;-)
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I can ask about it if you like, but as mentioned, the contract explicitly refers to copper technology on the part of the telecom provider. The other provider offers FTTH, where the fiber optic cable goes directly into the utility room.
In our 2020 house, we also had the option to do it that way. We declined because they wanted 700€ for their outdated cable. 😀
In our 2020 house, we also had the option to do it that way. We declined because they wanted 700€ for their outdated cable. 😀
C
Costruttrice21 Mar 2023 22:16A sales representative from Telekom explicitly advised us to apply for fiber optic service with a competitor and have it installed in the house, so that after two years—or as soon as it becomes available to other providers—we can switch. The reason given was that Telekom is not currently installing fiber optic cables in our area, so if we want it, we have to go with Deutsche Glasfaser now.
Telekom only offers copper wiring here. I even saw this myself because during excavation, the supply from the electricity provider was separated, and the neighboring house was left without a phone for a long time until the Telekom-contracted team finally arrived.
Telekom only offers copper wiring here. I even saw this myself because during excavation, the supply from the electricity provider was separated, and the neighboring house was left without a phone for a long time until the Telekom-contracted team finally arrived.
kati1337 schrieb:
As I said, I believe that the copper network was already there long before it was classified as an end-of-life product. The development plan dates back to 2006. kati1337 schrieb:
But the contract explicitly mentions copper technology, as I said, When the residential area was connected in 2006, there was still copper running from the local exchange in a star topology to the distribution point at your nearest junction. Then DSL was introduced, and when ISDN was declared obsolete, vectoring followed. Every member of parliament was talking about connecting their constituency to the information superhighway. Meanwhile, a DSLAM three times as wide has replaced the former distribution point, and instead of a star-shaped, hierarchical local telephone network, there is now a meshed network of these cabinets on the "last mile" network level. This system distributes triple-play internet into a variety of smaller segments, including POTS for grandma’s rotary phone. The "copper network" now exists only on the last mile. It is fed via fiber optic cables, sometimes from competitors’ fiber networks due to competition law requirements. Telekom is left with no choice but to effectively fill their own copper lines with internet coming from other providers’ fiber—a process formerly called OPAL. Alternatively, they may carry out the conversion in your utility room, delivering actual copper lines "customer-side" to you, but the fiber bringing the signal there could belong to a competitor. If this fiber is simultaneously reserved by the fiber concessionaire of the residential area both for themselves and for Telekom, the described "interrupt conflict" arises between your two orders. Here, redundancy fails due to politics; the difference between competition policy and actual competition is similar to that between a party comrade and a friend.
So I see two possible scenarios here: either (which requires particularly rare free ports) it is actually possible for copper to come from the gray “I stand here for fast internet” cabinet directly to your basement—in which case I’m calling out in vain; or (unfortunately more likely) the copper connection "originates" only at your house entry point from fiber leased from a competitor (and my fear of self-blocking would be confirmed). It sounds complicated—and unfortunately, it is even more complicated than that unnecessarily.
And with that, goodbye for a while—I will hardly have time to visit the forum for about a week.
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