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?
Malle Zwabber20 Mar 2023 02:36Hello Kati,
my experience was similarly slow.
I was only able to apply for the connection with Inexio after the main service line had been installed by Telekom. Inexio does not install its own cable but uses Telekom’s network. I think it will be similar in your case. It then took about 8 weeks for Telekom to activate the main connection after the service box was installed in the building and ready for use by Inexio. Inexio itself then needed another 6 weeks before I could actually use the connection.
my experience was similarly slow.
I was only able to apply for the connection with Inexio after the main service line had been installed by Telekom. Inexio does not install its own cable but uses Telekom’s network. I think it will be similar in your case. It then took about 8 weeks for Telekom to activate the main connection after the service box was installed in the building and ready for use by Inexio. Inexio itself then needed another 6 weeks before I could actually use the connection.
Do you get fiber optic directly into your house, or does the fiber only go up to the distribution box?
Often, calling and following up persistently helps—ideally once every day.
I had to do the same until I finally reached the right person on the phone who could help me after almost half a year.
If necessary, try asking the local municipality, as they should have access to other contacts there.
Often, calling and following up persistently helps—ideally once every day.
I had to do the same until I finally reached the right person on the phone who could help me after almost half a year.
If necessary, try asking the local municipality, as they should have access to other contacts there.
W
WilderSueden20 Mar 2023 08:46The hotline will connect you directly to the specialist department.
WilderSueden schrieb:
The hotline should connect you directly to the specialist department and provide you with the direct extension first, so you can call them yourself.
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