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:
Has anyone called back yet?No, it’s a disaster. When I didn’t get a callback, I tried the hotline again the next day and said that I hadn’t received a call. They briefly put me on hold while the agent talked to some mysterious specialist department. Then he told me that someone would call me at 6:15 PM. This was around 6 PM... Of course, no one called.
Then I left it alone for two days because I didn’t have time. I called again today — they said they had good news, that my order is now being processed. I asked if they could connect me to the department. They said no, but supposedly I should hear something by the end of the week.
My prediction: I won’t hear anything and will call again next week.
I’m thinking next week I’ll try other channels as well. Social media, feedback email, Google reviews, writing directly to management. Otherwise, I can’t think of anything else.
I’ve even thought about submitting a new order for a fiber optic connection every day from now on. Like a snowball system—in case one of my customer numbers doesn’t just get shelved. 😀
C
Costruttrice17 Apr 2023 16:58@kati1337 How has the situation with Deutsche Glasfaser developed for you?
We received a letter stating that they assume we no longer want the connection because we hadn’t responded. This is definitely not true, as we were able to prove the opposite with our emails. On the phone, they even said that the letters were sometimes sent out “by mistake” and told us to ignore them. Very strange.
Meanwhile, we are now experiencing the second fiber optic outage within two weeks, affecting several locations, with no service for hours. Not great when working from home…
I’m glad we also contracted Telekom with a copper line as a backup.
We received a letter stating that they assume we no longer want the connection because we hadn’t responded. This is definitely not true, as we were able to prove the opposite with our emails. On the phone, they even said that the letters were sometimes sent out “by mistake” and told us to ignore them. Very strange.
Meanwhile, we are now experiencing the second fiber optic outage within two weeks, affecting several locations, with no service for hours. Not great when working from home…
I’m glad we also contracted Telekom with a copper line as a backup.
Costruttrice schrieb:
@kati1337 How did things develop with Deutsche Glasfaser on your end?
We received a letter stating that they assumed we no longer wanted the connection because we hadn’t responded. Which is definitely not true, and we proved the opposite with our emails. When I called, they even said the letters are sometimes sent “by mistake” and we should just ignore them. Very strange.
Meanwhile, we have experienced a second fiber optic outage within two weeks. In several locations, nothing has been working for hours. Perfect timing for working from home...
I’m glad we also ordered a copper line from Telekom as a backup. So far, we are still going in circles.
Calls to the hotline always lead to another excuse from a colorful range of standard replies. The latest one I heard was that someone would contact me within five business days—again. The case had been with the “wrong department” most recently. Of course, I haven’t heard anything so far, but it hasn’t been five business days since my last call either.
I now know others are having the same experience. A neighbor of ours is at a different stage of the connection process but faces the same issue with the hotline. Even the same excuses. There is now a contact person at the district administration, and even the mayor is discussing the matter with them. Everyone runs into the same excuse trap at the hotline, and letters remain unanswered. It’s truly ridiculous.
Our builder said he is also experiencing similar problems with the company.
We also have Telekom as a backup, and although they offer much less bandwidth than the fiber connection, we are now glad we arranged that as well.
By now, I am endlessly frustrated with these people. I have been following up on the connection since September 2022.
At this point, I am in contact with 5 or 6 different people involved in the process. One of them assured me that it is still realistic to complete the connection within 4 weeks—but that was already 2 weeks ago, and since then, exactly nothing has happened.
I am now considering whether it is possible to take legal action. Normally, you could simply switch to another provider, but this provider was awarded the contract to expand the new development area, so they basically have a monopoly here. There is now a legal right to a broadband connection. It feels like a joke to have only one provider to choose from, who simply won’t respond.
At this point, I am in contact with 5 or 6 different people involved in the process. One of them assured me that it is still realistic to complete the connection within 4 weeks—but that was already 2 weeks ago, and since then, exactly nothing has happened.
I am now considering whether it is possible to take legal action. Normally, you could simply switch to another provider, but this provider was awarded the contract to expand the new development area, so they basically have a monopoly here. There is now a legal right to a broadband connection. It feels like a joke to have only one provider to choose from, who simply won’t respond.
X
xMisterDx30 Jun 2023 14:05The broadband connection from Telekom should also count; legally, you are covered with it. This means that Deutsche Glasfaser no longer holds a monopoly position.
kati1337 schrieb:
I am now considering whether it is possible to take legal action. Normally, you could just switch to another provider, but this provider was awarded the contract to develop the new residential area, so they basically have a monopoly here.A monopoly comes with responsibilities; you should file a complaint with the Federal Network Agency (BNetzA).https://www.instagram.com/11antgmxde/
https://www.linkedin.com/company/bauen-jetzt/
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