English expats

[EbrahimJ]

Good day
My wife and I moved to Cologne in October. 
We needed to get internet as soon as possible. 
We went through different internet providers and decided we will take mobile data and DSL plan with Vodafone. 
Big mistake! Wish we knew more at the time. 
So now after few weeks of waiting for someone to do our installation. The man comes and spends less than 15 minutes at our apartment then leaves. He leaves saying everything is fine. 
We start the process of logging on to the modem and input of password. 
The entire night it was trying to establish a connection. We phoned the call centre. Requested an English speaking consultant. No luck!!!
Luckily we had someone who could speak to the consultant. We find out there is a problem with the line. Now how can the installation person just leave without checking all in order!!! We are very disappointed. We waited almost 3 weeks for an appointment to install. How long will this new appointment take??? My wife and I have to work from home because of Covid numbers. 

We need assistance urgently 

Please assist  !! Can anyone advise??

[Andre]

Hey EbrahimJ,

I'm sorry to hear that your landline is not working yet.

There is no dedicated english speaking hotline.
Most agents should be able to handle a call in basic english nevertheless.

We do not offer an installation service. Setting up our dsl routers is a pretty easy & selfexplaining process.
The technician is only there to activate the landline & check that a proper dsl signal arrives.

Did you get an sms with a technical ticketnumber (TA123456789)? Then my colleagues from the technical department will have a look into this as soon as possible.
If an onsite appointment in your appartment is necessary , they will contact you to make an appointment.
Most likely for the next workingday.

Cheers,

Andre