Beantwoord

Loosduinen glasvezel - FTU at home - no update from VolkerWessels Telecom

  • 20 april 2021
  • 8 reacties
  • 167 Bekeken

  • is een nieuwe Poster
  • 3 reacties

Dear T-mobile,

On the 31st of March the FTU has been installed at my house and after measuring the signal, technician noticed signal loss and tried to fix it together with the remote operator, unfortunately without success.

I have been told that this issue needs to be fixed by a specialised sub-contractor.

3 weeks later nothing happened, nobody contacted me about the status and obviosly my fiber internet is delayed even more.

I have tried contacting VolkerWessels several times, each time i was assured that this problem is being looked at and that someone would contact me shortly. This has never happened.
Can someone from T-mobile escalate this issue? 

I am working from home and i have issues with my current ISP, i would like to switch to T-mobile ASAP.

Kind regards

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Beste antwoord door Lisa 21 april 2021, 17:17

Hi @tkrupa, thanks a lot for your extensive explanation! First of all: welcome to the T-Mobile Community. I'm more than happy to help you with this, because especially in these times Internet is really important. I directly checked your profile and called VolkerWessels so I could provide you with more information. They've let me know that you had contact with them yesterday. They are trying their best to solve this problem as soon as possible. I made sure that another reminder is sent to the executor to fix this situation for you as quickly as possible. Because you live in an appartment, the situation is a bit more complex. I really hope they will contact you really soon with some good news! I've also made a note in my agenda, to check the status for you during the week. If you have any further questions as well, please do not hesitate to ask them! 💪

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8 reacties

Reputatie 3
Badge +2

Hi @tkrupa, thanks a lot for your extensive explanation! First of all: welcome to the T-Mobile Community. I'm more than happy to help you with this, because especially in these times Internet is really important. I directly checked your profile and called VolkerWessels so I could provide you with more information. They've let me know that you had contact with them yesterday. They are trying their best to solve this problem as soon as possible. I made sure that another reminder is sent to the executor to fix this situation for you as quickly as possible. Because you live in an appartment, the situation is a bit more complex. I really hope they will contact you really soon with some good news! I've also made a note in my agenda, to check the status for you during the week. If you have any further questions as well, please do not hesitate to ask them! 💪

Dear @Lisa 

Thank you very much for taking care of my case. Much appreciate it.

I hope that now, with your involvement, at least i will have a regular update on the case.

Honestly, the last thing i want to do is to call VW on a weekly basis, i thin that they should be providing the update to me, just so i know what the progress is.

About the fact that i live in the apartment, without knowing the technical details of the issue they are facing, it is hard to comment…. but .. I have a house with the entrance on the ground floor, directly facing the pavement and the street, the fiber cable has been put through the outside wall, also on the ground floor, the FTU is installed in the "Meterkast" on the ground floor. For me it looks like the most basic case for the installation.

To add to the story, when i spoke to the technician who installed the cable, he said that before my house they installed the cabling to  20 houses/apartments on my street and based on what he said none of them had the signal issue that is present in my place. 

I am a technical person myself and i have been dealing with fiber optics infrastructure installed in so many places, that in my opinion are much more difficult to reach than a street facing house and definitely for a fiber cable it does not matter whether it is installed in a large data center underground or an apartment (just saying :)

Nevertheless, i truly hope they solve the issue soon and i will become a happy T-mobile customer.

Regards

 

Reputatie 3
Badge +2

Hi @tkrupa, you're very welcome! It's certainly not the intention that you have to contact VW on a weekly basis. Thanks a lot for the update. Because it is taking so long, I checked in with one of my technical colleagues. I just implemented a new request so my technical colleague can keep an eye on this. He has sent another request with the statement that VW needs to contact you to fix this. We will make sure that VW will contact you as soon as possible to schedule an appointment. I really hope we can solve the problem real soon for you so you can enjoy Internet at its best. After today I have a few days off, but I asked one of my colleagues if they can keep an eye on this case if an update will follow. I will be back on Wednesday! 💪

 

 
 

 

 

Hi @Lisa 

Sounds good! I also hope this will get fixed soon. Enjoy your time off, have a great time! :thumbsup:

Reputatie 3
Badge +2

Hi @tkrupa, thank you so much! I enjoyed my days off to the fullest. My colleague kept an eye on your case, but unfortunately there wasn’t any update. I hoped that everything was solved during my mini vacation. I will take care of this again, because I personally want to make sure that this will be fixed once and for all for you. I asked one of my colleagues from the technical department for an update today, and they sent a new request to VWT. They’re doing their absolute best to get a reaction from them, but they respond not as quick as we would like. As soon as VWT contacts our tech-department, I will receive an update of this and send this to you as well. If there is anything else I can do for you, please let me know! 

 

 
 

 

 

Reputatie 3
Badge +2

Hi @tkrupa, I'm still keeping an eye on your case, because I want to have this solved as soon as possible. I wish I could provide you with the news that everything is fixed, but VWT still needs to reply to our technicians. My colleagues from the technical department sent an another email to VWT today with the request to prioritize this situation. They expect to receive a reaction from them this week. So fingers crossed I can finally give you the good news that you deserve at the end of this week. I'm really sorry for the inconvenience. I'll keep you posted!

 

Hi @Lisa 

I have no doubts that you are doing your best. Much appreciate it! I hope to receive some good news soon. It has been over a month since the FTU has installed in my home. Not sure what are the operation procedures and standards/SLAs at VWT, but in my opinionion the are not acting like they should in the 21st century in the middle of Europe…

 

Reputatie 3
Badge +2

Hi @tkrupa, thanks a lot for the compliment! I also hope I can give you a clear explanation real soon why it takes so long. I'm checking the case multiple times a day to see if a new update will appear. We're on top of it! 💪

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