Beantwoord

No internet since 16 Nov 2022.. LOS Red.. POS Off..

  • 25 November 2022
  • 35 reacties
  • 399 Bekeken

Below is my first month experience with T mobile (Home internet services):

I do not have internet at my home since mid november. Raised the service request on 16th November and booked appointment with Guidion technician for 22nd November.

On 22nd, I got a call that he would go to some network centre and would try to do put some fix over there.. Unfortunately the fix did not work and he mentioned that was all he could do and hat he would open another case so someone can come to my home to fix it. 

Followed up with T mobile on 22nd, the customer care representative mentioned the request is open and guidion would send another person for fixing it. So wait.

Called Guidion next day, they said its out of their scope and that network guy might come to fix (probably KPN) so connect with T mobile.

Called T mobile again, they mentioned, case is open someone would give a call for appointment.. so wait.

Did multiple follow-ups with t-mobile customer care but after verification, problem hearing. etc. got same reply of wait wait and wait.

Today morning 925th Nov) called them again since weekend is approaching and 1 day wait from them would mean 3 calendar day wait and another weekend without internet, The executive gave KPN’s number and mentioned they need to come and fix it and i can try to check with them and wait

In the evening I called KPN on the number provided, their executive checked the details and mentioned they do not see any open request of my problem and asked me to connect t mobile

Called t mobile again.. The lady did all verification checks without fail, checked things in system but again the standard reply that there is no good news but wait..

She mentioned call is open but KPN is saying they do not have anything in their queue.. but in all this I being the consumer, is the sufferer at the end.

Not sure how many days wait is pending and if T mobile actually cares for the customers or that they have grown so big and they have stopped paying serious attention to customer complaints now. 

I am new to Netherlands.. so i do not know much about T mobile services but may be if anyone from community come across this post and let me know that are in general like this only or mine is a special case.

 

icon

Beste antwoord door Inderjeet Singh 14 December 2022, 12:17

Bekijk origineel

35 reacties

Reputatie 7
Badge +4

Hi @Inderjeet Singh, thanks a lot for sharing your story! I really hoped to read another experience. I’m so sorry for the inconvenience and for not knowing the exact status is at this moment. This morning I directly asked one of my colleagues from the technical department if they have can take a look to your case this morning, because I want to have your issue fixed as soon as possible. It is the correct way that Guidion comes first at your house and investigates everything indoors. But it’s not the correct way that you have to chase all the updates. So from now on I will check the status for you. As soon as I receive an update from my colleague, I’ll let you know. Thank you so much for your patience! ❤️

 

 

Thanks Lisa for the acknowledgement. Hope it gets resolved soon as it is really impacting my work and other activities. I am left to monitor my mobile data every now and then and topping it up.

Regarding Guidion visit, I just got a call from the technician and he mentioned he went to the network centre to fix the issue. So not sure if only that was expected from him or was he supposed to come over to my place to try some fix..

Reputatie 7
Badge +4

Hi @Inderjeet Singh, I have some very good news for you! 💪 My colleagues have sent a request to the network administrator. The network administrator will contact you as soon as possible to make an appointment. Good to know is that they can call you anonymously, so please be aware of that. They will fix this issue for you. Please let me know if you managed to schedule an appointment with the network administrator. 

 

Hi @Inderjeet Singh, I have some very good news for you! 💪 My colleagues have sent a request to the network administrator. The network administrator will contact you as soon as possible to make an appointment. Good to know is that they can call you anonymously, so please be aware of that. They will fix this issue for you. Please let me know if you managed to schedule an appointment with the network administrator. 

 

Thanks for the update Lisa. I ‘ll let you know once I get the call. I think its with network team since 22nd November.

Reputatie 7
Badge +4

Hi @Inderjeet Singh, you’re very welcome! Perfect that you’ll keep me posted. If there is anything else that I can do for you, just let me know. I love to help! 

Hi @Inderjeet Singh, you’re very welcome! Perfect that you’ll keep me posted. If there is anything else that I can do for you, just let me know. I love to help! 

Hi Lisa, The appointment is booked with VolkerWessels Telecom for Thursday. Hope it goes well.

I recharged my Lebara sim for once for 15 euros and then for 30 euros to get things working through hotspot. Please see if this can be compensated.

Reputatie 7
Badge +4

Hi @Inderjeet Singh, perfect! Fingers crossed that everything works perfect again on Thursday. Thank you for letting me know. Normally we only reimburse the subscription costs, but I want to make an exception for you. Can you send the receipt to klantenservice@t-mobilethuis.nl? If you can let me know when you've sent this, I will reimburse a part of the costs that you've had. 

Hi Lisa, I just sent an email to the above id with emails from Lebara as confirmation of the payments made.

Reputatie 7
Badge +4

Hi @Inderjeet Singh, thank you for the quick response! I've just reimbursed a part of the costs for you as a compensation. I couldn't reimburse everything, but I hope you're still happy that I made an exception for you. You can check this in your My T-Mobile Thuis environment: https://thuismy.t-mobile.nl/rekeningen/compensaties.

Hi Lisa, 

I expected at least 30 euro since the recharge that I did on 26th was only because data usage on my recharge on 16th was fully exhausted. I did not need calling minutes or SMS from the bundle. Since 30 euro bundle was giving me 15 gb and data only bundle was costing more, i went for 30 euro pack. I even did not have to do the recharge on 16th since I had got a new KPN number sometime back.

Also I think the compensation amount would be more even if you do so by reimbursement through subscription cost. Please give it a thought.

Hi Lisa, The technician came in today but issue still persists. He said another appointment would be needed. 

Hi Lisa, The technician came in today but issue still persists. He said another appointment would be needed. 

Hi,

Can you help sending some technician to fix it by tomorrow.. Another weekend is approaching and I am afraid its going to be the third one without internet. 

Hi Lisa, The technician came in today but issue still persists. He said another appointment would be needed. 

Hi,

Can you help sending some technician to fix it by tomorrow.. Another weekend is approaching and I am afraid its going to be the third one without internet. 

Got a call and another appointment booked for coming Wednesday i.e. 7th Dec.. So its going to be 22 days without internet at minimum. Would need to go for another recharge.. No words no thoughts??

Reputatie 7
Badge +4

Hi @Inderjeet Singh, thank you for providing me with these extra updates! As an extra exception I compensated € 15 extra, so the total of the compensation is € 30. I really want to be lenient in this situation. Please know that you’ll also receive a compensation as soon as your connection is up and running again. 

I really hoped to read that you were online again today. I want to do everything I can to advance the appointment, so I asked my colleagues if this is possible. We’re still trying to fix this for you, so I’m waiting for a reaction. I’m not sure if we can manage this, because we are dependent of the agenda’s from the network administrator, but I want to do my absolute best to arrange this for you. I’m really sorry that they couldn’t fix it today. I’ll keep you posted! ❤️

 

Many thanks for the gesture and honest effort you put in to get things back on track. 

Reputatie 7
Badge +4

Hi @Inderjeet Singh, thanks a lot for this nice compliment! I want to share the update that I just received from my colleagues, even though I really hoped for a different outcome. Sadly it isn't possible to change the date, because we depend on the network administrator. My colleagues expect that it may be a Fiber break and then it might take a bit longer because they have to dig. Because it will take a few days extra, I just reimbursed you € 10,00 extra so you can use that for you bundle. Hopefully this way you will experience the least problems. 

 

Hi @Inderjeet Singh, thanks a lot for this nice compliment! I want to share the update that I just received from my colleagues, even though I really hoped for a different outcome. Sadly it isn't possible to change the date, because we depend on the network administrator. My colleagues expect that it may be a Fiber break and then it might take a bit longer because they have to dig. Because it will take a few days extra, I just reimbursed you € 10,00 extra so you can use that for you bundle. Hopefully this way you will experience the least problems. 

 

Hi Lisa, Thanks for the update I got the call from network team as well and they confirmed appointment between 11 to 2 on Monday. So they have indeed preponed it. Thanks.. Will keep you posted what happens on Monday.. Fingers crossed.

Reputatie 7
Badge +4

Hi @Inderjeet Singh, you're welcome! ❤️ Great to hear that they will come by on Monday instead of Wednesday. I eagerly await your update. 

Hi Lisa, The network guy came in today but the issue still persists. He said the signal is coming to the house but not passing to media converter.. So someone from T mobile or Guidion would come to check it. So back to square 1. Another appointment.. 

Hi Lisa, The network guy came in today but the issue still persists. He said the signal is coming to the house but not passing to media converter.. So someone from T mobile or Guidion would come to check it. So back to square 1. Another appointment.. 

Is it possible for you to get the appointment link generated so I can try to book the slot at the earliest?

Reputatie 5
Badge +2

Hi @Inderjeet Singh, I can understand your wish! Right here I can see that we have received an update from KPN NetwerkNL about an hour ago, that the contractor has been informed. At this point I can't speed up anything, althought I wish I could. We will need to wait until the contractor has done the work that is needed to solve the issue. Thank you so much for your patience. We keep a sharp eye on it, please know that!

Hi @Inderjeet Singh, I can understand your wish! Right here I can see that we have received an update from KPN NetwerkNL about an hour ago, that the contractor has been informed. At this point I can't speed up anything, althought I wish I could. We will need to wait until the contractor has done the work that is needed to solve the issue. Thank you so much for your patience. We keep a sharp eye on it, please know that!

By contractor, do you mean that Guidion has been informed to fix it or KPN would sending some other network contractor? It would have been really helpful if things could have speed up since its a real pain when I wait for someone to come and fix it (specially after postponing other stuffs just because I do not want to miss first available slot of technician visit) and the technician tries something, puts ball in another court and says sorry, another appointment is required. Hope you can wear my shoes and feel the frustration and pain considering my home automation, security, workspace and TV.. everything is down for last 21 days. 

Hi @Lisa, Is there no way/process in T mobile to put long pending tickets on high priority and fix the issues at earliest. I have not received any communication yet for appointment and can not even comment on  how many days gap they would put for just the appointment/visit.

Any update on this? How long I have to wait ? Its 22nd day without internet now.. Every time first I wait for the call/email for appointment and then i wait for someone to come and fix the issue and the loop continues..

Reputatie 7
Badge +4

Hi @Inderjeet Singh, I want to let you know that I’ve asked to a few of my colleagues if there is anything that I can do to speed up the process for you. But like @Cheyenne wrote we can’t speed up the process at this point, because it’s up to the contractor now. Again I’m really sorry for this and I wish that could fix it personally. Please let us know as soon as the contractor contacts you. They will contact you as soon as possible. I wish I could give you a different answer, but I like to be transparent. I totally agree with you’re waiting for a few weeks now and that that really needs to improve. So I’m taking this as feedback, so hopefully we can adjust some of our procceses. 

Reageer