Frage
Antwort
Lösung
am 01.02.2022 14:35
am 03.02.2022 11:17
Hi Denis901,
good that you got in touch here. We like to take a look at it.
Please send me a private message with the following information:
- your full name
- your full address
- date of birth
- customer number
- e-mail address
- the link of this thread
Please reply here when you have sent the private message.
Regards
Stephan
am 03.02.2022 11:29
Thank you for getting in touch Stephan!
I have send all the information requested in a PM.
am 05.02.2022 21:52
Good evening Denis,
some values at your connection are bad. I want to assign a technician for that. If you agree I have 3 questions for you:
1. under which phone number can the technician reach you to make an appointment? (via private message)
2. it is important that the technician has access to the house installation. Can you please ensure this?
3. did people in your household experience symptoms in the last 14 days that could be related to Covid-19?
And one more note: The cause seems to be within our jurisdiction. In this case the service is free of charge for you. Only if the cause is caused by a device connected by you or the technician does not meet anyone at the agreed time and does not get access, we charge 99.50 € for the service.
Best regards
Tina
am 06.02.2022 18:17
Hello Tina,
Thank you very much for helping with this.
1. I have sent you via private message the phone number where you can reach us easily at any time.
2. Yes, we will make sure everything is accessible and the technician will have a comfortable working environment. When you mention house installation do you refer to anything else outside the flat where we have everything set up (connection, cables, router etc) ? We are in a block of flats so I am not entierly sure if there will access needed to somewhere else. Like mains switches or lines in the basement for example.
3. There has not been any symptoms in the last 14 days that could be related to Covid-19 in the household.
Many thanks,
Denis
am 08.02.2022 17:28
Hello Denis,
regarding bullet point #2, yes, the technician will need access to the main switch. Do you know where it is and can the technician get there with your help if the room is locked? The technician has the key for the house installation itself.
Kind regards
Claudia