Bad internet Connection (English)

[Sadik0934]

Hi, Sorry my german is still on the lower level so I will use English instead

My main problem is the Unstable Internet and during the day several times,  the internet is down.  If I restart the modem, the internet works again. My other problem is high ping, especially on online games. I can't call the customer service because of the language problem.

Could anyone help me with this situation?

Thanks

[Nancy]

Hello Sadik0934,

I have forwarded the information about the appointment to the relevant department. Please let me know as soon as there is any news.

Best regards

Nancy

[Sadik0934]

Hi @Nancy 

I contacted my new provider and they told me that they need a "Terminvorziehung" from you. They need this document from you to start mycontract with them sooner.

Can you provide this document?

Best Regards

[Nancy]

Hello Sadik0934,

I have therefore passed it on to the specialist department. The colleagues are taking care of it.

Best regards

Nancy

[Sadik0934]

Hi @Nancy 

How is the process going? Because nobody contacted me for date confirmation from the new internet provider.

Is there any problem?

Best Regards

[Nancy]

Hello Sadik0934,

the colleagues have cancelled the original order for the number portability and reordered it. The date has been brought forward. Unfortunately, I don't know how quickly this can be processed by the colleagues. But everything has been noted so far. Please be patient a little longer.

Best regards

Nancy

[Sadik0934]

Hi @Nancy 

I got the cancellation confirmation document but contract end date still same (20.11.2023) This date already confirmed before. My intention was using my extraordinary cancellation right to change a new provider as soon as possible. Is this normal? Could you please explain?

Best Regards

[Anett]

Hello Sadik0934,

Currently, the cancellation is still being coordinated with the new provider. Please excuse the confusion.

Best Regards

Anett

[Sadik0934]

Hi @Anett 

Thanks for the respond. I would like to ask a another question, will be a compensation for the bad internet connection? Because I paid 3 months Red Internet /Phone  1000 cable fee but I couldnt be able to use this service  as it is promised and sometimes I had to use my mobile internet because of the service down.

Could you please help about this situation?

[Nancy]

Hello Sadik0934,

Your contract will be terminated prematurely due to the impairments. Therefore, I can only offer you a small credit (1/2 monthly fee).

Best regards

Nancy

[Sadik0934]

Hi @Nancy 

I am ok with the offer. Thanks