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?
K
Klinkerstyle2 Jul 2023 09:03Pitiglianio schrieb:
For us, it’s the other way around.
Fiber optic was brought to our street by PfalzConnect last autumn and was installed inside our house this spring.
Additionally, almost a year ago I asked Telekom to lay their copper cable as a precaution, but apart from meaningless phone calls, nothing has happened. We have kept the trench open for weeks so they can finally install their line. Have you already reported the site readiness to them? They usually only pass it on to subcontractors after that.
For us, it went smoothly. We reported site readiness on April 25 and the cable was installed on June 19.
P
Pitiglianio2 Jul 2023 09:07Klinkerstyle schrieb:
Have you already notified them about the building readiness? They usually only pass it on to subcontractors.
For us, it went smoothly. We reported building readiness on April 25 and the cable was installed on June 19. Yes, a long time ago. I think it was in February. Since then, I received a confirmation email. Phone calls just go unanswered.
X
xMisterDx2 Jul 2023 11:42Fiber optic cables must legally be installed wherever new construction takes place or the ground is excavated, yes.
But as is often the case, having the right and getting justice are two different things, because in court and at sea, you are in God's hands.
Of course, you have to keep pushing, but if the network operator ghosts you... what else can you do? Besides switching to 5G, even if that means gaming won’t be as smooth anymore.
Still, there are probably worse things in the world than that.
But as is often the case, having the right and getting justice are two different things, because in court and at sea, you are in God's hands.
Of course, you have to keep pushing, but if the network operator ghosts you... what else can you do? Besides switching to 5G, even if that means gaming won’t be as smooth anymore.
Still, there are probably worse things in the world than that.
Pitiglianio schrieb:
Additionally, about a year ago I asked the telecom provider to install their copper cable to our location as a precaution, but apart from pointless phone calls, nothing has come of it. Find the mistake:
guckuck2 schrieb:
New development area = fiber optic The telecom company will not reinvent the copper twisted pair for a customer in a fiber optic area; “last mile” copper connections no longer exist for new installations. If someone wants “copper,” they get POTS (from the network termination device to the telephone socket) emulated over a fiber optic connection. Where the telecom provider is not the fiber infrastructure developer themselves, this will have to be done over a leased local loop cable, which initially must be laid by the developer. In other words, you basically have to accept a connection from the developer first, cancel after the minimum contract period, and then switch providers. I no longer see redundancy as easily achievable under these circumstances.
https://www.instagram.com/11antgmxde/
https://www.linkedin.com/company/bauen-jetzt/
xMisterDx schrieb:
Besides getting upset about 5G, even if it means you can’t game as well anymore. Or not being able to work as well... but whatever, who needs video conferences anyway.
5G is great when you actually have 5G. Our plot cost 50€ per square meter (about $50 per square yard), do you really think there’s 5G here? You should be happy if you at least have Edge for calling.
xMisterDx schrieb:
Fiber optic cables must be installed by law wherever new construction or excavation takes place, yes. No. Conduits need to be installed.
In new development areas, fiber optic is required as the broadband medium, as I mentioned.
xMisterDx schrieb:
But as it always is: being right and getting justice are two different things, because in court and at sea you are at the mercy of fate. I don’t see the relevance to this topic here. Is that your way of saying, "oh right, my statement was wrong, sorry"?
xMisterDx schrieb:
Of course you have to keep at it, but if the network operator ghosts you… what can you do? Other than getting something with 5G, even if that’s not great for gaming anymore.
But there are worse things in the world. The utility company responsible for infrastructure was chosen by someone, probably the local municipality. They have other contacts with the provider; I would try through them. You could also organize with others affected. Contacting the local media can also be helpful.
Without (genuine) broadband, I wouldn’t build or rent a place in location X nowadays. It’s much more important than, for example, a motorway connection.
By the way, 5G often offers less bandwidth than LTE in many areas, though it might have better latency. But that is always just a plan B.
kati1337 schrieb:
You can consider yourself lucky if you have EDGE just for calls. Wi-Fi Calling as a plan feature is the lifesaver 🙂
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