Beantwoord

Any idea when we could get back internet(DSL) in Alkmaar?

  • 25 maart 2019
  • 5 reacties
  • 452 Bekeken

  • is een Top Poster
  • 6 reacties
Over a weekend internet was jumpy.. and today is completely gone (modem complains about disconnected cable).
In my client page (T-Mobile thuis) I see that issue was opened 21-03-2019.

Any ideas when I could expect to get my internet back?

P.S. rebooting modem and other voodoo do not help.

Cheers
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Beste antwoord door Brian 26 maart 2019, 14:50

Hi @mires, the broader network disturbance has since been resolved but your connection still isn't up. The disturbance notice on the My T-Mobile page is incorrect so you can ignore that. We are sending over a mechanic to check your connection and our partner Guidion will contact you to make an appointment. Apologies for the inconvenience and if you have any questions I'm happy to help!
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5 reacties

21-03-2019 Storing in jouw postcodegebied registered
22-03-2019 Storing in jouw postcodegebied
23-03-2019 Storing in jouw postcodegebied
24-03-2019 Storing in jouw postcodegebied
25-03-2019 Storing in jouw postcodegebied. Now Internet completely gone. Costumer service: no can do. Can not help.
26-03-2019 Storing in jouw postcodegebied. Internet completely gone.

Any idea when I can get my internet back ?
Reputatie 7
Badge +7
Hi @mires, I just checked your incoming connection but I still can't seem to connect to your modem. I've asked our network specialists to look into this with high priority and I will contact you as soon as I receive word from them!
Reputatie 7
Badge +7
Hi @mires, the broader network disturbance has since been resolved but your connection still isn't up. The disturbance notice on the My T-Mobile page is incorrect so you can ignore that. We are sending over a mechanic to check your connection and our partner Guidion will contact you to make an appointment. Apologies for the inconvenience and if you have any questions I'm happy to help!
Dear Brian,

Thank you for your help. I was indeed contacted by Guidion, but they earliest they availability is second half of next week (8 working days). It means in best case scenario I will be without the service for at least 1/3 of the month. Your company taking money for services you not providing.

Moreover, in the description of the issue it is mentioned only possible modem fault. If the problem not with modem but, let say with DSLAM, ten I stuck without connection another 10 days?

Is it possible to do something faster?

P.S. Storing in jouw postcodegebied is still open.
Reputatie 7
Badge +6
Hi @mires,

When there's an incident and you can't connect, it's no more than fair that we compensate you for the period. Rest assured, we will correct this on your invoice. The first and most important thing is that we fix your connection. When it's up and running again, then we can fix the invoice! 🙂

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