Beantwoord

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

  • 25 November 2022
  • 35 reacties
  • 401 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.

 

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

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35 reacties

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. 

Hi Lisa, I trust you but the the customer service executive mentioned the case is with back office team and they are working to fix it. Which contractor is it with? Day before yesterday, network guy mentioned to me that network is coming to my house and he can not do anything else.

Guys, Any concrete update on what is happening with this request except advising for wait. Its been 23 days today without internet and 4th day since technician last visited.

Reputatie 7
Badge +6

@Inderjeet Singh I have checked for any update. It seems that there is an appointment scheduled with Reggefiber/KPN for tomorrow at 11:00 to fix the issue. Is it correct that they have contacted you today about this? 

@Inderjeet Singh I have checked for any update. It seems that there is an appointment scheduled with Reggefiber/KPN for tomorrow at 11:00 to fix the issue. Is it correct that they have contacted you today about this? 

Yes Demi.. The appointment is scheduled from 8 to 11 tomorrow morning. Last time the network guy said there is no problem with the network.. Not sure if that was from different contractor or same. Hoping for a positive outcome this time.

Reputatie 7
Badge +4

Hi @Inderjeet Singh, great to hear that the appointment is this morning! I am really looking forward for the update that you're online again after the appointment. Fingers crossed and I love to hear from you. 

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Hi @Inderjeet Singh, great to hear that the appointment is this morning! I am really looking forward for the update that you're online again after the appointment. Fingers crossed and I love to hear from you. 

Hi@Lisa , its still the same outcome. LOS is still red and no internet at my home. The network technician confirmed again that network is all in good state and signal is coming to house. Probably the problem is in the device(s) installed by Guidion.

 

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Hi @Inderjeet Singh, great to hear that the appointment is this morning! I am really looking forward for the update that you're online again after the appointment. Fingers crossed and I love to hear from you. 

Hi@Lisa , its still the same outcome. LOS is still red and no internet at my home. The network technician confirmed again that network is all in good state and signal is coming to house. Probably the problem is in the device(s) installed by Guidion.

 

Hi @Lisa, I got the direct debit message for 2.50 euros. I believe, they have considered 30 euros from the compensations you added and pending 2.5 they have charged for additional wifi point I have from tmobile. My understanding was that the compensations you added would be considered for when the internet gets working and till then the bills/invoices would be waived off.

Reputatie 6
Badge +5

Hi @Inderjeet Singh, You can see the specification of your invoice at your T-Mobile Thuis pagina: My T-Mobile Thuis | Rekeningen inzien en informatie over je abonnement. If you download the invoice and scroll down you can see that you've got € 30 discount on this invoice. Another € 10 will follow next month. It's not possible to stop the currenct invoices, we only work with compensations.

Hi @Lisa @Demi @Cheyenne @Ginny , The internet services are back up at my home after 29 days of outage. The issue was with the media converter device. The technician replaced it today and I am back online. Thanks all for the efforts you have put in to this case. 

A suggestion: May be good to ask Guidion technicians to try replacing media converter as part of their SOP (last point) during the first visit and before routing it to network guys.

Note: I have already requested for the compensation on the account of no services for a month on the FB page post.

Reputatie 7
Badge +4

Hi @Inderjeet Singh, this is great news! 🎉 Thanks a lot for sharing this. I immediately arranged the compensation for you, which you can check in your My T-Mobile Thuis environment: https://thuismy.t-mobile.nl/rekeningen/compensaties. So you won't have to arrange this via Facebook anymore. I think that this is a great tip, thank you for this feedback. If there is anything else that I can do for you, pleaset let me know. Enjoy your day! 

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