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Hi,

actually my connection somehow broke some weeks ago. I started a ticket via chat with T-Mobile. Next was to select a monteur appointment, where first possible option was 4 weeks later (25th of August). Then I started a chat with Guidion to get a better date. They told me to put me on a manual list and get a better date for me, but I would have to wait up to 5 days and will then receive a mail. So I waited but in between I only got automatic reminders to select a date and after 4 days a proposed date for the 29th (even 5 days later). This again doesn’t fit into my calendar so I tried to change it but what I can find is no other date at all until end of October. Again I contacted Guidion to get something within first week of October, but seems not possible. 

In between again I contacted T-Mobile support via chat, but they just told me, that I have to contact Guidion on that, just saying that it is an external company and they can’t help.

To be very honest, I have a contract with T-Mobile and not with Guidion, so expect help from T-Mobile service and not just to be pushed to someone else. For sure I will select a possible date for those guys to come and check, but that seems not possible.

And actually I also expect some help to get a broken connection up and running quickly, not just in some weeks or even months.

Now again I started another chat to at least get one suitable appointment date within this year. But the only offer from Guidion is to set me on a “manual list” again (which didn’t work first time). Other free slots are not available within this year I was told.

Luckily this is only our vacation home and not used for work. But this also means, I can’t wait for a monteur that is coming on short notice just because someone else canceled his appointment.

Anything else I could do ?

 

Hi @mewsa29, welcome to our Community!

It is super busy at the moment due to the holiday period. Unfortunately, I cannot look into Guidion's calendar. What you could possibly still try to advance the appointment is to call this phone number: 0203232767. This is the priority number, hopefully they can do something for you! 

Hi Tommie,

thanks for your quick response. But I do not understand the excuse, that it is holiday season. It would be ok up to September, but I would at least expect to select a suitable date after the holiday season. But the calendar is showing only the 1 date end of August, which doesn’t fit for me. And Guidion even said, that there is no option at all within this year. That has nothing to do with any season. (After summer holiday immediately automn holiday, then christmas holiday season will come !)

In the link to get an appointment it says, that if not suitable I can change to a better date. But there is no other, no earlier, no later, no other at all. To me it looks more like a problem with the contract between T-Mobile and Guidion. And actually I will not go and solve this for my case. So either you can get an appointment for me in 2.-7. October or 1.-4. November or I will cancel the proposed one and wait until I get other options. 

During the time without internet connection, so from 31. of July until the connection is up and running again (maybe even in 2024) I expect to get monthly invoices with 0 (zero) Euro (no cost and no booking from my account). Could you please confirm on this. Otherwise I would have to cancel our contract immediately.

Hello @mewsa29 

You will have to pay the invoices monthly but once your connection is online again then you can count on a compensation which will be calculated as follow:

1/30 of your monthly costs × the amount of days you had no internet.

Hey @mewsa29. Did you happen to call that phone number yet? I cannot, in fact, schedule another appointment for you. They can do this for you over the phone. In fact, I see the same dates as you can see. As @Waqqas already stated, we will reimburse you for the entire period you have not had services. We can only realise this once it has been resolved, though. This is because then we will have an exact period of no services. 

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