Broadband provider house connection - contact failed

Hello everyone,
I don’t know if anyone has ever had a similar problem... in our new development area, a regional provider is rolling out broadband. They are called Inexio, but I believe they have now been taken over by Deutsche Glasfaser.

Anyway, we ordered a fiber optic connection from them at the start of construction. That was around September 2022. We also ordered a connection from Telekom, but they offer lower bandwidth. Most of the other houses in the new development are also connected through Inexio, but most of them are already finished or already connected. We’re more of a latecomer.

Now we’re at the point where the house can be locked up, and with all the other house connections including Telekom it apparently runs normally. But I can’t get through to Inexio / the fiber provider. At the end of 2022, I already inquired via a support ticket about how the process continues, what they need from us / from which construction stage they want to hear from us, and how this works. The ticket is still open and unanswered today.
Since then, I’ve called their support a few times. Each time I reach a friendly employee who can see that I’ve called several times and is surprised that no one has gotten back to me. Then they say they will “forward it to the specialist department and they will get in touch,” but that never happens. I’ve had about 3 or 4 of these calls over the past few weeks.

Has anyone had similar problems? Are there any other ways to escalate this besides repeatedly calling the same hotline and always getting the same inaccurate response?
It doesn’t help if I vent at the hotline employee—they probably have no influence on what this mysterious “specialist department” does or doesn’t do, right?

Hello Kati, the whole thing was similarly slow for me. I was only able to apply for the connection with Inexio after Telekom had installed the house connection. Inexio itself does not lay its own cable but uses Telekom's. I think it will be similar for you. It then took Telekom about 8 weeks until the house connection was activated after the house connection box was installed in the building and could be used by Inexio. Inexio itself then took another 6 weeks until I could use the connection.

Presumably, with Kati it will be the case that Telekom lays copper? And inexio fiber optic?

Then you would, of course, have to wait forever...

Do you get fiber optic directly into the house or does the fiber optic only go as far as the distributor?

Often calling and being persistent helps, preferably once every day.

That's how I had to do it until I finally got the right person on the phone who could help me after almost half a year.

If necessary, ask at the municipality; they should have access to other places there.

The hotline should connect you directly to the [Fachabteilung]

The hotline is supposed to connect you directly to the specialist department

and give you the direct extension number beforehand, so you can call it yourself.