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:
A monopoly comes with responsibilities, file a complaint with the Federal Network Agency.That’s what my initial legal consultation told me today as well. The municipality, but also that I should send a written request including a deadline. I also had a fairly productive conversation today with a representative responsible for the expansion project. He gave me information on who will continue the work now and a time frame for when the cable is supposed to be installed. If it gets damaged again, I think I’ll continue with the official process.
I’m not sure to what extent the telecom cable exempts them from their monopoly position. I believe the broadband entitlement requires “at least 10 Mbit,” which the telecom provider cannot achieve there.
kati1337 schrieb:
I’m not sure to what extent the telecom cable exempts them from their monopoly status. I believe the right to broadband guarantees "at least 10 Mbit," which the telecom provider cannot achieve there. The "monopoly" on fiber optic network development in a specific area relates solely to that fiber optic network deployment itself, regardless of what a competitor can provide there using copper.
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xMisterDx30 Jun 2023 22:49But that wouldn't matter when it comes to broadband expansion. There is a right to 10 Mbps, not to fiber optic.
And the fact that the telecom provider can't even deliver 10 Mbps over copper would first have to be proven and legally challenged.
Apart from that, the BNA is more or less a toothless tiger.
It's like the right to a daycare place. By the time you have legally enforced it, the child is already in lower secondary school.
And the fact that the telecom provider can't even deliver 10 Mbps over copper would first have to be proven and legally challenged.
Apart from that, the BNA is more or less a toothless tiger.
It's like the right to a daycare place. By the time you have legally enforced it, the child is already in lower secondary school.
schubert791 Jul 2023 06:38I am familiar with the association. Unfortunately, you won't get a fiber optic connection anytime soon. Why? Experience!
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