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

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! 

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! 

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…

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! 

Dear @Lisa 

How are you doing? I hope everything is good. I am writing this to check if there has been any update on the case, and the main reason is that few things have happened since the last message i received from you:

• the status of my Internet order on the T-mobil website has changed and i was able to schedule a meeting with Guidion for the 21st of June
• I have received the T-mobile installation package to my house, this package includes the Zyxel T-50 model and the Huawei Fiber/copper media converter

Based on tha few questions:

• do i really have to wait that long for the technician? this installation for me is very straightforward and easy, my house infrastructure is ready for this and i can connect everything up by myself, then it would be just a matter of someone to activate the line, check the parameters remotely and i could enjoy my new Internet
• if not, can, in this case (me waiting so long for the service) somebody come to my house sooner? (like in the next 2 weeks) to get everything set?
• i have not received the STB for the Television, on the t-mobile website i am not able to add that to my subscription yet for some reason, is that something you could add to my subscription?

Kind regards

Hi @tkrupa, thank you so much for asking! I'm doing great and I hope you do too. You've sent me some really good questions, which I love to help you answer.

I can finally share some good news with you, yay! I checked in with my colleague almost every day to see if I could provide you with a new update. I now see that the issue is fixed (the line is activated) and that it's only a matter of time until you are online. Guidion needs to come by to arrange this, so I immediately called Guidion to ask if they can come by sooner. I'm really happy to let you know that they already have some room tomorrow between 8 AM and 8 PM. Because I don't know your agenda, I couldn't schedule an appointment. I'd love to call them again for you if you let me know which time you prefer tomorrow and if it's possible, but my suggestion is for you to call them. This way you can make a new appointment right away, because you know your agenda better than I do haha. The customer service agent from Guidion also didn't understand why you received a date that is so far away in the future, so I'm sorry for the inconvenience. I also checked why it took so long before this issue was fixed, but that is because VWT really did their best to solve the problem but they just couldn't get it fixed in the beginning. I really want to thank you again for your patience, you rock!

Please let me know if you succeed in calling Guidion so your appointment can be rescheduled! I'm really excited that after such a long period of time I can share this news with you. The phone number of Guidion is: 088 - 200 0151. 

I love to help you with your questions about TV as well. I can see in your profile that you only have Internet in your subscription, but it is really easy to add TV to that as well. You can arrange this in your My T-Mobile environment: https://thuismy.t-mobile.nl/abonnementen. You can adjust this to your own preferences, which is great! Please let me know if you need help with this, but I think you can do this! 

Dear @Lisa 

This is such a great news! Thank you so much for taking care of this.

I have called Guidion, but apparenly i have not been able to change the appointment by myself.

Can you please arrange that for me?

Tomorrow I am available for the whole day, so the appointment can be scheduled for any time.

Much appreciate it!

Kind regards

Hi @tkrupa, you're very welcome! I immediately called them after I saw your message. Unfortunately tomorrow's agenda is full because it is a couple hours later. However I arranged the 19th of May for you between 6 and 8 PM. I hope I chose a time that you are at home. You will receive an email with the new appointment. If Wednesday isn't option for you, you can call them again to reschedule the meeting. I hope that after Wednesday your Internet is (finally) up and running, yeah! Please let me know if I chose the right time. 

Dear @Lisa 

I have received the message for the appointment, the timing is perfectly fine.

I am so happy that you have managed to speed everything up. Thank you again! :)

As for the TV, the system is not allowing me to do that yet. 

The message from the website is this one: 

“Je hebt op dit moment een lopende bestelling. Zodra deze bestelling is afgerond kun je hier het TV abonnement aanzette”

I guess this will be possible after my subscription is fully active and i will be able to do that by myself.

For the time being...

I will definitely let you know after Wednesday if everything is working good. I keep my fingers crossed! For the time being, have a nice afteroon.

Warm regards

Hi @tkrupa, I'm really pleased to hear that the timing today fits perfectly into your agenda! I will be really excited when you give me a sign that everything is working later today. Yes, that's right. As soon as your Internet is up and running you can add TV to your subscription. Great to hear that it will be possible to do this yourself as soon as Internet is active. I'm keeping my fingers as crossed as possible! I'm looking forward to hear that you can enjoy your subscription to the fullest!

Dear @Lisa 

Technician came, checked everything, connected the fiber and at the beginning the status on the fiber interface on the media-converter was RED, so the technician thought that the line is not active on the other end. The technician said that someone would activate the line in the next day. 
I found it odd, as you have mentioned that the line was already active from the VWT.

After the technician left, i have checked again and actually the light on the media-converter is GREEN, so  for me it looks like there is a signal. 

I have checked on the Zyxel modem and unfortunately still the WAN is not active.

Can you please check tomorrow if there is anything else that need to be activated? otherwise what are the next steps?

Kind regards

Dear @Lisa 

Good afternoon! :)

Not sure if you have had time to look into my response.

I did some more checks. I have actually managed to login to the GPON media converter and i have checked the fiber optics parameters and i can definitely confirm that i have a signal! 

I guess now the ball is on the t-mobile side to activate the subscription, am i right?

I am wondering if you could do that, so i could enjoy my Internet today?

Best regards
 

Dear @Lisa 

I have a very good update. My internect connection is finally working! :)

There was an issue with the signal loss (still) but the VWT technician came this morning and fixed it and now i am enjoying my new subscription. I will be testing it for a couple of days but for now it looks very good! I am extremaly happy and i would like to thank you again for your invaluable help! 

Honestly, you have provided the best help possible, being so engaged and monitoring the case constantly and speeding everything up! I am very impressed by your professionalism.

I wish you all the best in your career!

Kind regards

Hi @tkrupa, I'm sorry for the late response! Yay, I'm so happy to read your latest message. I really hope that you can enjoy your connection to fullest from now one. Thank you so much for your kind words, that just made my day! I am really glad that your connection is up and running now without any problems. I wish you the nicest weekend and if I you ever need help again, I would love to help you. Cheers!