Internet stopped working

Hello @Claudiu 

Do you have a Fiber or DSL connection?

In case of Fiber which lights are on or blinking on the mediaconverter and is the UTP going to the WAN port of the router?

You can also look in your My T-Mobile account > meer > storingen to see if there is an outage.

Thanks for the reply @Waqqas 

I have a DSL connection and there's no outage in my area.

Hey @Claudiu, welcome to our Community!

I see you have already contacted our customer service team. In addition, I see that you have also already scheduled an appointment with Guidion. Can you keep me updated on this? Hopefully you'll be back online very soon! 

Thanks for the reply @Tommie!

I have made an appointment indeed but it is next Wednesday.

That means more than a week without Internet for me which is very inconvenient.

Hi!

I just came back from my weekend trip. I still don't have Internet.

It's been almost two weeks without Internet. This is beyond words..

Can anybody still do anything for me or I should just quit?

@Claudiu

Was there someone at home when the technician came? And if yes what did the technician say?

@Waqqas ,

Yes I was at home and he said that the problem is not from my side and I should be expecting a call within one hour with some updates. Needles to say nobody called and 4 days passed.

@Claudiu 

So the technician came just begore the weekend? It can take upto 5 working days for T-Mobile to further investigate this.

No, he came on Wednesday

In the end I switched to another provider. Customer support told me that they cancel my contract and get my money back. Surprise Surprise, two weeks later, nothing happened. I think my subscription is still going.

I ask how is this possible?

Hey @Claudiu, thanks for reaching out.

I immediately went to check for you and I do indeed see an active subscription with us. It also shows an application for fibre optic. I understand you want to cancel both of these? 

Hi @Tommie,

The answer is yes. On the 23rd of August I had a chat with a T-Mobile agent and he said he was going to do this and reimburse my connection cost. Apparently he lied since my connection is still active and I didn't receive my money.

It's worth mentioning that I have also tried calling customer support on Saturday but after explaining everything I was put on hold for 53 minutes until my battery died.

@Claudiu thanks for your quick response. I have just cancelled both subscriptions. I wish you the best of luck with your new provider and have a nice day!

@Tommie, thanks for your help. It's great to finally get a resolve on this. Have a great day!

Hi!

It's me again. I just received an invoice for 30 euros. I've already paid 67 euros (that apparently I'm not going to get back) for three weeks of working Internet.

What is this invoice for? I'm no longer a subscriber.

Best regards,

Claudiu

Hi @Claudiu, it’s logical that you ask for clarification, I am happy to provide it to you! On the 2nd of September we created your invoice for the month of September, which was prior to your immediate termination of the contract on the 4th of September, which means that the invoice system was unable to account for it. 

Don’t worry, the invoice system is already planning to correct this! In the next invoice cycle of October our system will set up a credit invoice for € 26,- which is exactly your subscription fee for 5-30 September. This amount will be credited to your account in October.

In short, the invoice system will soon correct itself and you will have your money returned!

Hi @Cal van Odido

Thanks for the clatification.

However, technically I stopped having Internet on the 9th of August and customer support said they're going to close my subscription on the 23rd and reimburse.

Basically I'm paing 9th of August - 2nd September for nothing.

Regards,

Claudiu