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?
H
HoisleBauer222 Jul 2023 00:15I have had a contract with Deutsche Glasfaser for a year now, but they have not contacted me since then. When the trenches were dug in autumn 2022 for multiple utilities to lay fresh water and electricity, I quickly commissioned Telekom to install a telecommunications connection. So, I have a contract with Telekom as well as one with Deutsche Glasfaser, who at that time were offering "fiber optics for everyone" in this town. 🙂
HoisleBauer22 schrieb:
So I have a contract with Telekom and one with Deutsche Glasfaser, who once offered “fiber optic for all” here in town 🙂Last fall, we saw so many of their posters around here, as if they were running for mayor ;-)https://www.instagram.com/11antgmxde/
https://www.linkedin.com/company/bauen-jetzt/
H
HoisleBauer222 Jul 2023 00:36Addition: The telecommunications provider installed my house connection very quickly. When the internet service will start at my place is still uncertain... for the entire town, the status has remained "planning phase" for about 9 months now.
xMisterDx schrieb:
But that wouldn't matter regarding broadband expansion. There is a right to 10 Mbps, not to fiber optic.
And the fact that Deutsche Telekom can’t even deliver 10 Mbps over copper would first have to be proven and legally challenged.
However, the DigiNetz Act has viewed this completely differently since 2016.
New development area = fiber optic
HoisleBauer22 schrieb:
Addition: The telecom company installed my house connection in a very short time. When the fiber optic (DG) will start in my area is still uncertain... the status for the entire town has remained "planning phase" for about 9 months now.Currently, I’m also unclear about the telecom status, but the building contractor (BU) is handling it, which usually proceeds without my involvement.
I just don’t want to have contracts with both providers, because if they both get connected, I’d have to pay for two plans for two years.
In our area, it’s no longer the planning phase; some fiber optic connections are already operational.
P
Pitiglianio2 Jul 2023 08:51For us, it was the other way around.
PfalzConnect brought fiber optic cable to the street last autumn and installed it inside our house this spring.
Additionally, about a year ago I commissioned Telekom to lay their copper cable to our house as a backup, but apart from meaningless phone calls, nothing has come from them. We have been keeping the trench open for weeks so they can finally lay their line.
PfalzConnect brought fiber optic cable to the street last autumn and installed it inside our house this spring.
Additionally, about a year ago I commissioned Telekom to lay their copper cable to our house as a backup, but apart from meaningless phone calls, nothing has come from them. We have been keeping the trench open for weeks so they can finally lay their line.
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