Deutsche Telekom AG Reviews 14,088

Since 4 months I’m trying to get a refund for payments after I canceled my contract. The customer service is unable to solve my problem and unresponsive. Best decision to leave as a customer.

Total scam! Overcharging and under-delivering. Any contract change makes things worse. They turn on without consent features never booked and to get out is almost impossible and can take years!

Worst internet provider I have ever encountered. The Internet is terrible, constant communication problems, no response from the service provider.
I recommend NEVER use their services.

all the time, problem with monthly invoices. There is no a clear view showing what invoices allocated to my account are already paid and which one not.

The reversal of password can be done only via traditional post.

The worst experience. One employer came to my home in Germany, and requested an evaluation of the current internet speed. What I signed was for study, that's him say, but later I received information that I have a new internet contract with Telekom, the most expensive. Thank you telekom for what you do and the lies that employees are trained to present to customers.
One Star is too much for Telekom!!!!

I changed bank accounts in October and of course went about updating all my providers who take direct debits – Telekom being one of them. Despite phoning and receiving confirmation that my new bank details were recorded, there seemed to be a problem with my account. I received an email on Wednesday 28th of December saying I owed 117 euros, and at this point my phone didn’t work to either call or use data. I promptly paid the 117 euros, but I still had no reception or data on Friday the 30th December. I called customer service on Friday morning, which is also a nightmare to actually get through to someone. After 10 minutes of pushing different buttons on seemingly forever having to enter a new customer number or having to re-identify myself, I spoke with an employee. She told me I had to pay 175 euros immediately so the problem would be fixed. I did, which was actually a mistake because she didn’t bother to look up the fact I had already paid 117 euros on Wednesday. It is now a week since I have had no reception, even despite OVERPAYING by 117 euros and doing exactly what I was asked. Noone was able to help me get reception again. I was just told to wait, and that there was nothing anyone could do. As it was almost the weekend I had no choice… It has ruined plans that were in place for New Years, and my mother is visiting from Australia and I couldn’t do the things we had planned because they rely on data, and my mother has health problems which means I need to be connected. I called on Friday evening as a last minute attempt to rectify the situation and a helpful employee named Antonio spent 45 minutes trying to figure out what went wrong. He was probably the only one who ever cared to help, but nevertheless I still have no reception. I will be seeking compensation for it too, especially as I had made the effort to update my bank details. I am super disappointed in this company ☹

Very bad customer service
Location: Munich

We had fluctuating internet speeds and we logged the problem with the customer service. The technician investigated and told that the cable connecting the router from the main connection had a problem.

Now, it is your duty to come in and fix the problem because you sent a faulty cable with the router in the first place. But we were told that we should check all this by ourselves because it is in my house. He did not even give a spare cable considering the rent we are paying for the device. I had to use my own cable. The technician argued that we have to pay a bill of 89.95 Euros.

I pay 60 Euros including router rental every month for this kind of service (bad internet, bad service) and I also have to test the cable by myself, what are you taking money for? You are too expensive for what you are selling.

DT is just stealing money from people. I never had this problem with Vodafone. I do not recommend anyone taking Deutsche Telecom connections.

It was the LAN cable given with the router that was not working. Nothing in the building at all. Why should I pay for the faulty LAN cable sent to me? And 90 euros? Customers are not fools.

Latest update: Jonas BL from the customer service on 26 Dec said he would refund the money. But we are charged 149.88euros for the cable which had manufacturing defect! And now there is no refund and DT is not ready to accept the mistake. The DT service did not give a damn about writing the problem in the handover form. Jonas also sent a mail asking us to do whatever we want(if we want to take it to the consumer forum). The bill also includes an amount for the fahrtpauschal that's more than what the AGBs specify. This is also overcharged and not right.

So overall worst service from a bunch of losers.
Go for 1&1 or Vodafone anytime!

So their messages here in trust pilot being nice to you and asking you to write to them is all nonsense. I doubt anyone has ever gotten their refund.

If you call a DT service technician home ask them to write what was the problem in front of you and take a picture. This could also be a strategy that they intentionally put faulty cables and charge you hefty amounts later.

Also the 2.4ghz and 5ghz connections on the modem was interfering with each other. This interference was created by the technician who installed the connection couple of months ago. The technician who charged us said this was also an issue and he fixed it.

But in the end Telekom staged it well. Hats off.

Telekom acts with dishonesty wanting customers to pay for the company's mistakes. We had a valid, ongoing contract that we wanted to bring to our new flat. Instead of the address change requested, they sneaked in an expensive and unsolicited new contract. There was absolutely no reason or need for a new contract! They cannot just walk away from an ongoing contract without any valid reason, or our express acceptance nor any penalties. Contracts bring obligations for both ends. It's like they just send unsolicited contracts randomly via email and hope for people not to see them to profit from it now? So many of their emails end in Spam folder, as they send so many! Instead of the minimum, as a matter of decency, which would be to honor the cheaper contract, they're insisting on forcing an opportunistic unsolicited more expensive contract that was clearly an error by their side! It's not just about money, is mainly about respect for the customer and ethical behavior, which is clear this company is lacking of. I cannot accept this absurdity and would like our case to be escalated and solved in a fair, honest way. Telekom never again!

I have not felt in such despair and humiliation for a long time, as after communicating with Telecom. A month ago, they knocked on my door with an offer to instal home Internet. The consultant was fluent not only in English, but also in Ukrainian, which was a big plus for me, as I had just arrived in Germany, and I decided to sign the contract. Then they sent me a router and on the day the contract began, I tried to activate it and it turned out that my router was "technically not compatible with my new connection" (what does it even mean??). I tried to call support for an hour, finally person on the line told me that the router was inappropriate and I need a different one. After 10 minutes, I received an invoice for 240 EUR for a new router to my email. WHAT??? I was not even planning to purchase a new router. Then I spent three hours (literally 3 hours) trying to contact Telecom in different ways. Not a single consultant spoke English on the phone, they promised to call me back and never called back, in support chat they only kept recommending me to call the hotline. When I said that the answering machine on the hotline speaks German only and it is difficult for me to understand it, they simply closed the dialogue with me. Finally, I managed to get in touch with a consultant who agreed to email details so that it would be easier for me to understand what was going on. In the end I was offered two options - to pay extra 50EUR for some special adapter or to pay 7.95 EUR (instead of 6.95) every month for renting new router. So what happened is that Telekom sent me the wrong router and now I have to pay more then mentioned in the contract. There was no apology by the way. This is the worst customer service in my life. I do not recommend T to anyone. If your company only serves German speaking customers, kindly let your potential customers know about it in advance so that no one facing THIS ever again.

The worst provider I have had out of 8 countries I have lived in. No customer service, no stability or reliability in their "broadband" service which has to be reset 8 plus times a day on their "new" high speed lines. Which are only new until they connect to the old copper networks that have no buisness being bridged into these networks. Also their network layout is very primitive and has no redundancy plan. Think of old Christmas lights. When one goes out the whole line goes out. It's called a line network and uses most times the same layout as the old phone or tv lines so they save money while charging you 3 to 4 times what any other place would for services from the early 2000's. If I could cancel telekom from my life I would. They are more likely to hang up on you than help you. Would rather hit with a truck than deal with ever again.

Telekom is just great!

I have changed a few cheaper mobile/internet providers (Vodafone, Lidl connect etc) and experienced very bad customer support, or lets rather say no customer support. I changed for Telekom and am not looking back. I know it might be a bit more expensive then some other providers, but is totally worthed. They are stable, reliable and have great customer support!

I, of course highly recommend them.

if i could give them zero stars, i would. this is the worst service i have ever experienced and on top of that, they lie and say they tried to contact you but “no one was home.” i’ve now missed two work days sitting waiting for someone to show up in the insane windows they provide and yet no one ever comes. save yourself the headache and go with a different more affordable provider. absolutely do not reccommend.

16 days after the land line was fixed, the cable broke again. For the third time in six months. In March we were 3 weeks without internet, last month over two weeks. It's rather hopeless. Noone seems to think of a permanent solution to the problem. Our neighbour has reported over a 100 'Störungen' over the last thirty years. We are lucky with only a dozen 'Störungen' in five years.

Telekom is the worst company I've ever had the displeasure of dealing with. After 9 months of trouble I've had countless calls trying to get help with no success, always being told "there's nothing we can do" and sometimes even laughed at. All I want since December (9 months ago) is for them to set up my fiber connection. But after at least 6 visits by contracted technicians and constant calls by the technicians and by me I still have no connection and no assistance. If I wasn't forced to work with them by the lack of other available options I would wash my hands of this company forever.

We are customers of Deutsche Telecom since July 19th, when we sign our contract (in Frankfurt am Main).
Our Internet (land line) was supposed to be connected by July 25th. It's long but we accepted that.
Internet was not connected until Aug 5th, when technican arrived.
Finally on Aug 5th we got the service we were already being charged for. (our appeal to not to charge us for period when service was not provided was ignored)

On Aug 24th (3 weeks after it was connected) it stopped working. Service line is obviously useless.
3 out of 4 times it just disconnects. One out of 4 they say they cannot help.
Our repair was scheduled to be fixed by September 1st. Its september 6th and it still doesnt work.
We went to the Deutsche Telecom office and we were told that there is nothing they can do, and we can cancell contract after 2 months of not receiving service.

If any1 have a contact to legal advisory I would apreciate it.
My wife and me feel like hostages of bad and immoral company. We cannot sign contract with another provider, as DT can fix it day before 2 month period, and we will be stuck with double charges for our Internet.

Scummy company that will keep charging you for stuff your not paying for.

Ok, taking a deep breath for this one.

Honestly the first experience was ordering internet by chat. Which went fine. My router came, no problems so far.

The 27th of July i had my appointment with the tech, he came and the first thing he does is complain about some problem. He played with some wires and said, sorry can not connect you today, you have to make a second appointment. Frustrating, but ok.

Made my second appointment for August 13th from 0800 to 1300. Nobody came to my address! So i called, had a really nice lady on the phone. Helped me out and said the tech is still coming today. I said ok great, then i will wait. I waited till 1800, nobody came to my address!! Pissed off that i was. And i called again, first one could not help me, the second guy did, and he was patient. Which was good. He told me the tech was at my house but nobody was home... I was home all day watching the door. If there is one thing i can not handle is liars like that. I had to cancel a workday for nothing, this cost me more money then needed. Extremely frustrated a made a third appointment for today as i am writing this review.

Tried calling again, 2 people, both hung up on me in less then 5 minutes. And trust me, i wanted to do this in German, but i did not even get the chance to say two words. People like that need to get fired for BS like that. Extremely rude. This is absolutely NOT the way how you treat customers. Like what the hell is wrong with your employees?! No patience at all. Horrible. Then i chatted with a really nice lady, let me tell you. She had the patience and the will to help a customer. I can not write German, i can speak it, not perfectly but not writing. She used a translator to help me out and boy did she. The only thing i wanted to ask is, will the tech come to my address today and could you please check my address if it is correct. Two simple questions to hard for people on the phone and a nice lady on a chat did what she had to do.

Honestly, hire more people like Regina K. Atleast she knows how to work with customers on a damn chat.

Still waiting for the tech to show up to connect me to the internet...

HORRIBLE UX for both the website and Magenta App. Really, truly painful, frustrating and completely unpleasant to go through.

They don't have language options to switch between DE to EN like other respectable websites, some section titles are in english but the important information is in german making it very hard to navigate.

Apart from that, they're cluttered and saturated with all types of offers and the descriptions are unclear. It's not easy to reach customer support. The best help I usually find in their shops, talking to actual people. the online presence is horrible.

It feels like they intentionally make it hard to use prepaid services to make you switch to long term contracts, but if this is so unpleasant already, I can't imagine how frustrating it can be after the switch.
I do regret every time I have to interact with their apps and whatnot...

My Internet went down yesterday, and again today. There are like 5 different ways to notify the company of this, both automatic and manual. I engaged with several of them. The WhatsApp response didn't even come on the same day it happened. After requesting a callback, and waiting a long time for it, I was finally called back and after being told they would take some time to fix the problem and that I should stay on the line; they hung up after 10 minutes or so and never called me back after. Extremely unprofessional, no help at all, lousy service for the money you pay (I have a friend in Switzerland who pays double the money I do for 100 times the bandwith). Telekom sucks overall

Störungen seit 3 Monaten.
They just care about you until they sell you their product. I have disruptions for almost 3 months. No one cares. I have called them may be 20-30 times. They kinda send their technicians, finally they told that the problem lays on the line from the basement to the apartment and I must pay to repair it. The question is why you did not tell me that there is a problem on the line when you first installed your device. They have checked everything and should have seen it also. Now everyday I have at least 50 disruptions. They must see it on their devices, but who cares. Now I have to wait 1.5 years till this fu...ng contract ends and I can switch to another Operator.