Deutsche Telekom AG Reviews 14,088

If I could give 0 stars, I would. Without doubt, the worst company I have ever dealt with - customer service is absolutely shocking - I can see why there is no email address to send a complaint to - If you're German isn't great then you'll get nowhere - I eventually managed to cancel a contract that was extended by one year because I didn't know that in Germany you have to cancel the contract within 3 months of it ending or they just simply extend it (obviously embedded somewhere in the small print) - they have taken over 600EUR and supplied no service. You try to complain they just cut you off - incredibly rude

Wlan connection drops regularly. I contacted to the service several times. Eventually they replace the router. But the problem remains. I bear the pain for two years. Never ever again! Absolutely avoid them. Only good thing is that you can reach them over phone without long waiting time.

I left Germany in 2019. I just received a collection notice for Telekom a month ago. I have the cancelation email, notices, orders and bank statements that reflect the payments for the following 4 months after canceling. I just sent all this info to the collector but my credit is still F'd up. I am going to see if there are any legal ramification that can happen to Telekom or just get them added to the "do not use" their services list from the base. All of my friends that were stationed with me have had the same issue. This is a scam to get money out of our service members and needs to stop.

I've had issues with Telekom for Months!!

Ever since i signed that darn contract. I wish i never did!

Getting into contact with them is impossible. I've tried Email, WhatsApp and calling and all get is a bot or computer/bot. I've moved countries 10 months ago and have been trying to cancel ever since then but cannot get in contact withy anyone from Telekom!

Can you even find an email addressee on their Website (nearly impossible)?

I am shocked by this as I always thought Germany was Top in the world, especially when it comes to communication!

I guess I am wrong.

Sad to give you 0/10 for customer support.

Super slow to update you on anything and customer service is horrible.

So if you dont know how good they are..i tell you if your bill is pending even for one day or a week they ll keep disconnecting your internet and after a week everything is paid and i did complaint about internet keep disconnecting and now my internet is stop for them last 4 days and they are just trying to ignore as much as possible...so get any other providers but not telekom at all..
My sister also got telekom internet and its working normal but mine is keep stoping from last 4 days...and for the bill its all paid alwyz...

Firstly, when I purchased SIM card , the seller told me they are only accepting cash! In Germany in 21st century!
Then I purchased two vouchers for 25 euros each to have have access to internet. Firstly, I was unable to roll over balance from the first voucher (about 2 G balance) and got 7 G on the second voucher. Of course I used that within a week or so and Telekom switched me to some extremely low internet! I simply can’t load any page and use any of the services (Uber and Google map for instance) I wanted to buy additional data but Telekom is asking 15 euros for 1.5 G! Are they transferring data from Mars or what??? Frustration and frustration only!!!

not trust worthy, barely no support to call
wifi doesnt work properly. Just a trashy company.

I am moving abroad and have to cancel internet/tv, after first struggling a bit to find who to talk too I was able to get it done over the phone in minutes by calling their service number (no need to send letter or fax etc). The easiness to cancel is huge, hence 5 stars. I was able to cancel from 1-30days ahead of time. Amazing

1. They basically have no English speaking staff. Getting someone who speaks English was a chore to even get something small done. To boot, they LOVE calling and speaking very quickly even when you tell them you cant speak German well. If you can't speak German at a C1 level, I absolutely dont recommend you even looking at Telekom.
2. They show up at your place unannounce to sell you more expensive contracts.
3. Their connection tends to flicker on and off - I believe this happens at least once in every 2 weeks. This is AFTER stupidly signing up for a more expensive plan (which costs about 50EUR per month).
4. Their contracts are binding. So even if you are moving out, you are EXPECTED to take the contract with you - regardless of circumstances. Transferring your contract is also difficult cause they want the next contract holder to have stayed in the apartment for a year at least.
5. Even after leaving the apartment and terminating the contract, they STILL charge you for God knows what. If you miss it, instead of informing/reminding you like a proper company, they send a debt collector after you (which looks so much like a scam - only to find out from their security team that they are real). I honestly have never felt so insulted by a company.

My experience with “Hayatsu” working at Telekom shop Lörrach was really very good. He has a very good customer care, he is so kind and always smiling.

Telekom is the absolute worst representation of Germany’s apparent efficiency. 2 months have passed since we requested a wifi connection. Their customer service is beyond terrible. The people are mostly unfriendly, unwilling to help, and clearly incompetent. Nobody seems to know the actual problem, this is utterly unacceptable. I have no words to express this disappointment. No one is willing to fix/ or even find out the root issue. We don’t receive any updates on the situation, unless we call their hotline continuously, hoping for someone to help. We have received their temporary mobile router, which is also awful and extremely slow (+arrived late). As a student, this is absolute torture. With exams coming up, and no wifi, it is becoming extremely difficult to even study (as most course material is online). Both my parents work from home, and have had to stop working, or work with continuous disruption. They were forced to go stand on the street, in order to get service, this is unacceptable. Everyone at home is getting frustrated and is unable to work. After all this wasted time and money, it would be great to receive an actual solution (wifi), instead of a typical response with false promises; As the saying goes, “actions speak louder than words”. After reading other customer reviews, it has become evident that we aren’t the only ones facing issues. I suppose this incompetency should be expected by a monopoly that misuses its power.

2 MONTHS TO INSTALL AN INTERNET CONNECTION (REQUESTED APRIL 1ST, CONNECTED MAY 25TH). NEVER TOLD ME THERE WAS COMPLIMENTARY MOBILE INTERNET FOR COSTUMERS THAT HAVE TO WAIT, UNTIL I INSISTED IN EARLY MAY THAT THE WAIT HAD BEEN COSTLY TO ME. HOWEVER, THE COMPLIMENTARY MOBILE INTERNET KIT NEVER ARRIVED TO MY ADDRESS.

Response to Telekom response: I clicked on your link. It asks for a username. To create a username, I need a Zugangsnummer, which according to the webpage should start with 32, 52, or 55. I have NOT RECEIVED a Zugangsnummer. I only have Kundenummer and Auftragsnummer.

This has to be some kind of joke and horror story.

My story. I ordered my internet from Telekom on April 18th. I had not received any appointment for a Technician for two weeks. So I called them up. Apparently, they did a mistake. So finally I got an appointment for the May 2nd week.

The guy calls. I miss the call. And I call him back in a minute. They do not lift the call. And they again the postpone the appointment for many days.

It's May 18. It's been a month and I still do not have an internet connection at home. The customer service is unhelpful. I just wish I had not signed with them.

Wir haben einen Monat auf Internet gewartet. Alle Fehler und Verzögerungen gehen auf das Konto der Telekom. Ein Vertreter nahm unsere Daten auf und als unser Brief mit dem Installationsdatum ankam, hatte er die falsche Adresse. Er wurde an unsere richtige Adresse geschickt, aber in der Zeile für die Terminadresse war er falsch. Wir gingen persönlich zur Telekom und der Vertreter sagte, es sei in Ordnung. Unsere Telefonnummer war falsch, weil wir eine neue Nummer bekommen haben. Wir haben insgesamt 7 Mal angerufen, um unsere Telefonnummer korrigieren zu lassen, und 3 Mal persönlich. Zwei Mal mit Übersetzern. Sie hatten immer noch unsere falsche Telefonnummer und wir verpassten einen Techniker und mussten den Termin verschieben. Der zweite Techniker ging zur falschen Adresse und sagte, er könne mir nicht helfen, weil die Adresse in seinen Unterlagen falsch sei und er die falsche Ausrüstung habe. Auch diesen Adressfehler hatten wir bereits 9-mal korrigiert! Jedes Mal wurde uns gesagt, dass der Fehler behoben sei. Beim dritten Mal, als wir den Übersetzer aufsuchten, waren alle Fehler korrigiert, und wir hatten am Montag um 8 Uhr einen Termin. Um 430 Uhr am Freitag davor rief eine Person an, die kein Englisch sprach, und sagte mir, dass wir stattdessen bis Freitag warten müssten! Seine Ausrede war, dass unser Termin nicht bestätigt wurde, und er stellte eine Frage, die wir bereits geklärt hatten. Was ist nur los mit dieser Firma. An diesem Punkt wird mir klar, dass sie unsere Sprachbarriere ausnutzen. Ich habe nach einem Manager gefragt und der Mitarbeiter hat es einfach ignoriert. Das geht nun schon seit einem Monat so. Dies ist eine schlechte Darstellung der effizienten Deutschen, die ich kenne, und dieses Unternehmen sollte sich schämen.

---Ja, es ist ein Neubau, aber das sollte keine Ausrede sein. Unsere Nachbarn haben alle einen Internetanschluss, obwohl wir die ersten waren, die die Telekom kontaktiert haben. Wir haben nach einem Manager gefragt und niemand kümmert sich. Wenn Sie der englischen Sprache mächtig sind, wenden Sie sich nicht an diese Firma. Geben Sie ihnen nicht Ihr Geld. Es ist klar, dass sie Englischsprachige als unerwünschte Kunden behandeln.

We’ve waited a month for internet. All mistakes and delays due to Telekom. A representative took our information and when our letter arrived with the date of install it had THE WRONG ADDRESS. It was sent to our correct address but in the line for appointment address it was wrong. We went in person to Telekom and the representative said it was fine. Our phone number was incorrect bc we got a new one. We called 7 times in total to get our phone number corrected and 3 times in person. Two times with translators. They still had our wrong phone number and we missed 1 tech and had to reschedule. The second tech went to the wrong address and he said he couldn’t help me bc the address was wrong on his paperwork and he had the wrong equipment . Again we had corrected this address error 9 plus times! Each time being told it was corrected. The third time we went to the translator all the errors were corrected and Monday at 8 am was our appointment. At 430pm on the Friday before a person that didn’t speak English called and told me that instead we had to wait until friday! His excuse was our appointment was not confirmed and asked a questions that we had already been over. What is wrong with this company. At this point I now realize they are taking advantage of our language barrier. I asked for a manager and the agent just ignored it. It has been a month of this. This is a poor representation of the efficient Germans I know and this company should be ashamed.

-Yes, it is a new building, but that should not be an excuse. Our neighbors all have internet connection, although we were the first to contact Telekom. We asked for a manager and no one cares. If you are proficient in the English language, do not use this company. Don't give them your money. It is clear that they treat English speakers as unwanted customers.

There is no support or service and promised benefits of the contracts are not kept.
If you can stay away from this company.
As every other provider was not able to offer a connection in the location, I was forced to use them, but I regret this every day.

At the beginning they told me that Telekom has an English hotline and that it would have been easy to contact them in English via chat or telephone. I'm now trying to contact them since two days, I spent 3 hours on a chat for someone to give me the wrong phone number for English support because they were not able to sort out my technical problem and while calling there's no way to hear any direction to talk to someone in English. Very kind and friendly until you sign the contract, after that they don't care. Very disappointed.

I have had Telekom fibre 500 for almost 2 years now and I have no seen so much as a single packet being lost.

Granted, this is a brand new building with fibre to the flat and we are maybe 2km from Frankfurt exchange.
Always 1-2ms ping to Frankfurt servers (obviously), speed is almost just above the spec (500-520, upload also 20-30mbit higher than spec).

The only issue is price and contract length.

I have been offered 1Gbit down/500mbit up (twice as fast) with PYUR Cable (using fibre) for 30% cheaper than I pay with Telekom. If the quality is the same then I cannot see a reason not to switch.

However, I will switch straight back if there is so much as a single packet lost with PYUR as I would rather pay a little extra for stability.

Disconects all the time and is nearly unusable

Two weeks and counting without an internet connection. I just moved apartments and since I have had a positive experience (in the past) with Telekom, I decided to merely transfer my contract from the old apartment to the new one. I had the first technician appointment 2 days after my move, the technician came, but did not go to my apartment. Which then necessitated that I call their hotline and make the second appointment. The second appointment was one week after. When asked if there are earlier appointments available, I was told there was none. 7 days after, the technician came, set everything up, everything worked well -- for about two hours. Then again, internet went kaputt. So I had to call again, make an appointment. Again appointment was in 5 days. After 5 days, technician came but said he was there to set up the router and not fix the connection. So still problem not solved. The third technician did not arrive. After 2.5 weeks, still no internet.

I dont speak good german (B1) but I try to speak to them in German since I find that they respond more willingly if I speak the language. However, i have received comments (from both technicians, and customer services representatives) like "You should speak German" or "Can you speak better German?". Why is there a need to make comments like that? I am at least making an effort to speak the language :(

Maybe they should include in the advertisements that "we only want to provide our service to those who speak German"