Internet signal but no internet

[LucaDea]

Hi,
I installed the router I got home a month ago but still internet is not working. The power symbol continues to blink, I see the signal but it says “no internet”. I moved to a new apartment and I received your letter saying you activated the line but 10 days passed and still not working. What should I do?

[LucaDea]

the technician came and checked the internet connection, but he couldn't fix the issue. He said I should book another appointment with other technicians who will check in the basement 'cause it seems a problem within the building. Additionally, he told me that it might cost to me 99 euro to fix the problem... I do not know what to do, honestly. Can I get the refund for the month of July? I hope you will block the next payment until Internet will be active properly. I won't be available for the next two weeks, if you can book another appointment by Thursday, otherwise after August 12th. 

Thanks, 

Luca

[Claudia]

Hello LucaDea,

we will take care of that 99€, you should not have been charged for that. We will give you a refund when it is on the bill in August. A new task was given to the installation team, you should receive another call next week. We will see what we can do about the bill when the installation is finished. Sorry for the inconvenience.

Kind regards,

Claudia

[LucaDea]

Another technician came and didn't fix the issue and asked me to book another appointment because they need to make a hole in the wall. It would be the third appointment and each time I need to ask for a half-day off for this from work. Would you pay back this as well? Which kind of technicians do you have? He didn't even look at the router! I paid more than 80 euro for nothing and I want the refund IMMEDIATELY, cause if we wait until the installation maybe it is 2020. And since I haven't seen the internet at all from your side, I want to cancel the contract without any extra fees to pay. Please, issue the refunds as soon as possible otherwise this is called fraud. 

[Manu]

Hi LucaDea,

The technicians will have to install a new cable for your apartment, as none will lead to your apartment so far. But nobody could know that before the contract started.

This installation must now be approved by your property manager, because we are not allowed to work in the house without permission. We have made a request and are now waiting for the answer.

as Claudia told you, I will credit you the amount for July. In August we'll see when the installation could take place and then credit you with the days when you couldn't use it.

The technician did not charge 99€, so this is invalid.

Best Regards, Manu

[LucaDea]

No issue resolved yet. Like after 6 months, is that possible? We are in 2019 and you are like from the 1980. I made my landlord contact you and you’ve just cancelled my contract, but in June 2021! They’ve said to him a cable connection is not possible in my apartment, that’s why they cancelled the contract. I also got a letter from your side I owe you 84,74 euro for the previous months which doesn’t make any sense since I haven’t had internet at all! I just signed a contract with another provider and I need a confirmation of cancellation as soon as possible. I also sent a letter to the customer service in Erfurt explaining the whole situation and asking for an immediate cancellation with refunds of the charges you issued. So please just send me a confirmation of cancellation immediately + a communication I don’t owe you anything via email so I can continue with a better provider. 

Thanks, Luca 

[Martin59]

Hello LucaDea,

please give us a phone number where you can be reached by the technicians.

The contract is active, but the installation order was cancelled because you could not be reached.

If the technicians can reach you, we will arrange an installation date with you.

Best regards Martin

[LucaDea]

I’ve already talked with technicians and scheduled two different appointments with them, without resolving the problem. It seems you don’t communicate properly with your external companies. Now they are affirming they would resolve the issue with a final appointment. Now you sent me this letter asking me to pay 84 euro, but I won’t pay it cause I’ve no service yet. Can you send a confirmation I won’t pay until you get the issue fixed?

[Martin59]

Hi LucaDea,

we need a phone number where you can be reached. The contract was not cancelled. The contract is still running, it could not be installed because you are not reachable.

Thanks, Martin

[LucaDea]

I don’t know what it’s not clear that I’ve already had 4 APPOINTMENTS with your useless technicians!!!! how did I reach them, with pigeons?? The only period I wasn’t reachable was in September cause I was in the US. I sent a letter for a immediate cancellation and I won’t pay you a single euro more. I go for legals it you don’t cancel the contract immediately and GDPR committee. 

[Anett]

Hello LucaDea,

I've reviewed the facts of the case now. We have tried to contact you several times to arrange an appointment, which unfortunately was not possible. A letter from your landlord, for the refusal of the installation, I can not find. You are welcome to send it to us, then we can terminate the contract.

Regards

Anett