Broadband provider house connection - contact failed

German fiber optic never arrives here either. It seems like every company prefers to dig up themselves. And yes, Telekom is really more organized in that regard… We also have copper and fiber optic laid, unfortunately there are very frequent fiber optic outages here, I read that almost weekly in the FB group of our town. This is quite inconvenient with two times home office and therefore Telekom is coming to the house as well. The neighbors say the internet is reasonably good, hopefully that will be enough as a bridge in case of fiber optic failure.

For now I am still relaxed regarding Deutsche Glasfaser, they don’t want to come at the current construction stage yet. They came to our neighboring house as promised, so I hope for the best.

What I have often done in such cases, where nothing progresses and you are only being put off, is write an email to the board. Looked for the name in the imprint and then tried my luck. There was always a reply from the office team, it was taken care of and things moved forward. Whether Hermes, Post or Telekom, it has always worked so far.

and give you the direct number beforehand, then you can call them yourself

Just as a general point of experience: It’s possible that the hotline staff are also instructed not to give out direct extensions. That wouldn’t be so unusual. At our place, there are definitely one or two blockers (transferring calls is allowed, but the reception will never give you the direct extension of an employee). It doesn’t hurt to ask, of course, and if you have been transferred, you can always ask again there if they might give you a direct number. My approach would be: try to find out which department it actually is (and note it down), try to get transferred there, and if possible, find out a direct extension for further inquiries. In general, if you have reached someone who you feel actually knows more or could provide better information than the rest, I would possibly ask for their name and note it down. Then you can possibly reference that on your next call or ask to be transferred to that person if you don’t get a direct number. Otherwise, with hotlines, you often quickly end up having to explain your problem from scratch every single time :/

Getting the direct line was actually not possible. Apparently, I’m supposed to get a callback, this time within a few hours. Otherwise, I’m supposed to call again. So far, nothing. We’ll see.

I do not know the specific provider, but if possible, I always recommend contacting them via [Social Media]. Usually, there are people who have both more knowledge and more authority than outsourced call center employees.

The promised call of course did not come between 2 and 4:30 pm. I waited a bit longer and called again around 5:30 pm. I was disconnected twice in total. The third time, the hotline employee immediately consulted with the mysterious "specialist department," which was then supposed to call me back at 6:15 pm (around 6 pm at that time). This callback - this time with an appointment - also did not take place. It’s really driving me crazy.

Starlink?

If it starts like this, it will be a long odyssey