DSL installation problem

[JoachimE]

Hello,

I apologize for writing in English, but my German are really basic at this time.

I have order a DSL internet connection (***) and today I had an appointment with the technician, at 12:00-17:00. Noone showed up, but I received an SMS at ~14:00 that my connection could not be completed, and to call support or go to dsl.vodafone.de/termin to reschedule an appointment.

Unfortunately I cannot get past the robocall on the support line, and the URL forwards me to Mein Vodafone, where I cannot do anything more.

My Fritzbox connects to DSL, but cannot connect to the ISP.

What am I supposed to do now?

Edit: @JoachimE personal data deleted.

[Andre]

Hi JoachimE,

i'm sorry that the technician did not meet you onsite.

Most of our products / websites are mainly focused on german customers. After entering your customernumber the automatic regognizion system of our hotline should identify you.

If you want, i can book your next appointment.
The new appointment needs to be 10 workingdays ahead. Mo-Fr either 8-13 or 12-17 o'clock.
Please keep in mind that i may need a day or two till i get to your private message.

I will book the earliest appointment and inform you via PM. If you have a specific date in mind, feel free to let me know
. Sadly i cannot speed this process up. If you have a preferred date, keep in mind that i may need 1 or 2 days till i get to answer your PM.

Send me a private message with your customernumber & customername. Therefore please click on my name/avatar -> then on the right side "Diesem Benutzer eine private Nachricht senden".
Most appointments fail because the technician did not find the customer name on the bell. To be sure, that your name matches the contractpartner/bell.

Best regards,
Andre

[JoachimE]

Hi Andre and thank you for your response.

Does that mean that I will have to pay the 59 euro fee for a second appointment?

[JoachimE]

And another question, could I also go to a Vodafone store to receive help? Do they help landline customers?

[Andre]

The fee depends on what the technician from the german telecom said.
If its a reason within customer's reign (like bell not written , customer was not present in the time slot etc.) yes . If the technician was unable to hold the appointment on his side , not.
Since i have no clue what customeraccount we are talking about, i can only guess.
Feel free to send me a private message with the requested info.

Though it may take atleast till tomorrow till i can read it most likely.

Best regards,
Andre

[Andre]

It depends on what you are expecting.
He can't speed the installation process up.

Most likely he is able to make an appointment (atleast adress it to the service department).

You can also buy a callya simcard (if you have no vodafone contract).

On this simcard we could book some lte traffic, free of charge.

This way you could use your mobilephone to surf.

Best regards,
Andre

[JoachimE]

Thank you for your replies, I have send you a private message.

I understand that the technician does not belong to Vodafone. I had to leave work for the appointment, and I will have to do it again for the next appointment. I have receive multiple deliveries in my house and my name is clearly visible on the doorbell. Failing to show up is unacceptable.

Is there a way to file a complain against him or his organization?

[Andre]

Hey JoachimE,

since vodafone is your isp , we are kind of responsible.
Even if we only have the report of the technician.

The only way to "officially" complain over behavior of the telekom would be with a letter to the Bundesnetzagentur .

Best regards,
Andre

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