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We are currently having huge problems with the pink bogeyman...

Of course, we commissioned the customer service for builders too late because our electricity and water foreman simply hadn’t laid any telephone cable. It was supposed to take 4 months.

Twice we asked if we had to dig the trench for the cable ourselves (after all, we have a 40 m construction road); the first contact person said “no,” the second emphatically said “yes.” So we dug until—after 5 months—the civil engineer commissioned by Telekom looked at us as if we were idiots and asked why we had dug the trench—he would do it himself.

Well... it was a bit of a change from the office... why not.

But now the real adventure begins: you get 400 € back from the 600 € house connection fee if you switch to Telekom as a new customer.

A good month ago, we then ordered Magenta M by phone with number portability. The old contract had already been cancelled, the number parked—also coordinated with the old and new provider (of course only by phone).

After almost 2 weeks, Telekom hotline called me and said it was too complicated and they couldn’t help me—I should go to the local store—there were better offers. I was already a bit annoyed—after all, we have had no phone or internet since February.

On Saturday, I dragged myself through town, waited 30 minutes, and was then advised.

Everything sounded great—the porting order was signed for the second time. Even 10 € cheaper per month than on the phone because of the EM offer—there should also be a 120 € credit for the router and, last but not least, the TV receiver was included. The latter point was a bit suspicious to me—I asked explicitly. The salesperson said: it’s included, 29 €/month and not a cent more. But he wouldn’t enter it directly now, would wait until Monday because the EM offer only applies from then. On Monday he would confirm by phone again, and then a colleague would give feedback on the porting on Wednesday, as he would then be on vacation. He would inquire about the 400 € with the builder consultation, no problem.

Now it starts... I was away during the week. Of course, no call came on Monday. On Tuesday, I called the store (several times) and last time left a message. Wednesday again (called several times, left one message). Then on Wednesday, I called the hotline again—the man knew nothing about my order, offered to take a new one—of course without the EM offer. On Thursday, I called the store again—was actually called back with the statement that they couldn’t tell me anything about my order—data protection and so on—I should come to the store again. My mood was already very bad by then.

So on Saturday, I went to the store again, waited nicely again—the salesperson told me he didn’t know, there was nothing in the system—number portability was not possible anyway (!), since we had already cancelled with the old provider. I was then somewhat unpleasant and asked for the manager. He came and explained to me that the order was not there. He offered to place a new one now. I called my wife, who was even more annoyed than I was. Alternatively, I didn’t have to place an order, he said (!)—if looks could kill.

He then understood and invited me to the desk, where I had to wait another 10 minutes. During that time, I called the hotline again—no order, nothing new. Then I went through the order with the salesperson again—he wrote it down on paper again; how I hate this salesperson nonsense, ideally with a big calculator. It was then a similar offer, only the receiver was not included anymore (which I had somehow expected). The 10 € EM offer per month only applied for the first 12 months—I didn’t know, but okay—it is what it is. He didn’t mention the 69 € connection fee—which we would have had to pay anyway, we found out later.

Then, luckily, my wife called in between and said she had explained everything to the builder consultation and was then forwarded to an advisor who created the order with the help of the team leader (I think that was no longer the call center). He said it was total nonsense (!) to send us to the store, as the 400 € for builders only applies if ordered directly by phone. Number portability was no problem because providers must not release the number for at least 6 months. We will allegedly be regularly informed about the status of our order.

I am very curious.

In summary: the processes in that store are terrible, the advice is miserable, customer friendliness is the worst. Store, call center, and administration do not work together. Once it involves peripheral processes—like builder consultation—it becomes criminal.

As you have already correctly recognized, the interaction between the individual departments at Telekom is non-existent. This is because all call centers are "outsourced" and have absolutely no opportunity to talk to the real Telekom employees. In the very, very, very best case, the external companies have access to the customer databases of Telekom itself.
The employees at the t.punkt are basically just "call center employees" themselves, only that you have them right in front of you. Even they get stuck in queues in call centers and cannot even handle or understand the simplest matters.

The only department that somehow worked was the construction service. We were warned that things there could also be strange and that we shouldn’t be surprised if there is no feedback or anything. Since we simultaneously also booked fiber optic from the municipal utilities, I was not so on top of the Telekom connection. Of course, it was ordered in time, but never received any feedback. Strangely enough, but next to the gas line, there suddenly was a Telekom cable in the trench that ended in the utility room. Two weeks later, a call came saying that an electrician would like to install the socket in the utility room and would need an appointment with access. On the street, the connection was already hooked up before the hole was filled. I was amazed at how well that worked, given that nothing ever came back. Now I have 2 connections and can switch new customers every 2 years :)
We paid €400 for the Telekom connection. If you sign up directly through the construction service, you get €200 refunded. In the end, it’s just some kind of new customer bonus that you would otherwise get differently (e.g., 12x €10 less base fee etc.).

PS: It is possible to have a connection installed WITHOUT choosing a tariff from them afterwards. We were even able to terminate the old apartment contract prematurely since at the time of cancellation there was not yet a new connection at the new location.

I am glad that everything with us ran through Netze bw. Called Telekom construction client assistance once, received a commission number, gave it and that was it.