Beantwoord

Internet in Germany

  • 20 april 2016
  • 7 reacties
  • 258 Bekeken

After weeks of no connectivity due to a mismatch with "travel and surf" I finally got back my mobile internet today. So far so good.
One hour after I received again a system message by t-mobile informing of my limit is about to be reached...
W.t.f. My contract has no limitations, there is still something not right, I believe the system will ask me later today to buy "travel and surf" again.
This truly shall stop, who @t-mobile can help permanently?

Thx E.
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Beste antwoord door Amy 21 april 2016, 13:54

Hey E,

Thank you for asking your question! This morning you had contact with one of my customer service colleagues. She solved the issue permanantly by deleting the Travel & Surf-ability. 🙂

Will you please let us know if everything is working correctly?
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7 reacties

Reputatie 7
Badge +15
Hey E,

Thank you for asking your question! This morning you had contact with one of my customer service colleagues. She solved the issue permanantly by deleting the Travel & Surf-ability. 🙂

Will you please let us know if everything is working correctly?
Indeed, that's what we thought... Now 45 Mins ago Internet stopped working, referring to "travel and surf" to be the option. I received a system message telling me that I used up my data volume. Well, it worked for a day or so but not anymore. Back to where we started.

Thank you for looking in it
Cheers E.
Reputatie 7
Badge +15
Hey E,

Thank you for the update! I'm sorry that this still is an issue. I have forwarded this to our technical department. They will look into it and call you when they have an update.

In the meantime, if you have any other questions, let me know!
... And the story continues...
After the recent change of month, I had internet back, so I thought.
To be sure, I did a reset of the data counter and to my surprise there was another system message today stating that I maxed out 80% of my data limit.
Turns out that there is a limit to 250MB - that is not correct! Please correct as soon as somehow possible. It's somewhat embarrassing for T-Mobile, isn't it? That's going on for months now.

Cheers, E.
Reputatie 7
Badge +20
Hi E,

We are sorry for the inconvenience. I can imagine this must be frustrating. However, our technical specialist are doing whatever it takes to solve your problem. They haven't found a solid solution yet, but I'm sure they will solve it for once and for all. They will contact you when they have an update.

Hope you are enjoying your stay in Germany. If you have any other questions, please let me know!
Another two weeks without results... How much patience can one have before thinking of legal steps? T-mobile is not fulfilling its contractual obligations, not delivering as part of the terms agreed upon. It is very simple, since March there is no internet available to me abroad. Whatever technical issues you face currently, compensation is the bare minimum as well as a clear outlook in resolution. what is the holdup? Thanx E.
Reputatie 7
Badge +20
Hi E,

Once again I am so sorry for the inconvenience. The technical issues seem to be more difficult therefore a solid solution hasn't been provided to you yet. I have asked our technical specialist for an update and they will contact you once they have more information.

I do believe a compensation is the bare minimum we can offer in this situation therefore I have offered you a discount which will be visible on your next invoice. I hope this softens the frustration a bit.

If you have any questions further, please let me know.

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