Router, contract and technician

[Anam-Ahmad]

I ordered red internet 1000 cable on 07/25/2020 but I have not received the router box yet. I have called customer service many many times since I ordered but all waste.

I am writing this on forum with a hope i get the solution.

Contract: I ordered 1000 cables but once i called the customer care they verbally asked me and may be changed it to 500 cable internet and the issue has arrived then.

I haven't received the router box and customer service says 3 different things:

1. They say you will receive your router within 3days every time I call them (which I haven't received till date)

2. They say the technician will call you and bring the router along with him. (Why will a technician has to come as it is the plug in and go process, as i was using Unitymedia earlier and i know the process.

3. They say they need the house owner permission. I don't know for what purpose do they need the house owner permission to install the necessary technical components as told me but since the building has already connection available.

Please solve this as connection is available on my address and I do not want the technician for any unnecessary installation.

Please check the attachment.

Thanks and Regards

Anam ahmad

[Lars]

Hi Anam,

will you tell me in which state/city you live?

Best regards

Lars

[Anam-Ahmad]

Thanks for replying.

I live in 13409, Berlin

[Lars]

Hi Anam-Ahmad,

ok, then I should be able to help you.

Please send me your customer number, name, date of birth and address by private message. Write a short note here in the post as soon as you have sent the PM.

Best regards

Lars

[Anam-Ahmad]

hello

I have sent you a private message.

[Lars]

Hi Anam,

Thanks for the PM. I took a look at it.

Unfortunately there is no immediate installation possible. It is currently being clarified with the property management whether we may install our products. For this, new cables must be laid in the house. Unfortunately, this is only possible with the consent of the property management.

As soon as the OK is there, a technician will contact you. Until then I can only ask for your patience.

Best regards

Lars