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When will customer service get training in IT and organizing things?


I'm going to make this short, as the long version on facebook was not answered. After 3 years as a satisfied customer, I must say I'm deeply concerned about the customer service level at UM. 3 times in the last 2 months, I've had a total of almost 6 weeks downtime - all because of the customer service bad service! So, the 3 stories short:

1st time: Upgrade from 3play 100M to 200M. Customer service "forgets" repeatedly to activate my new fritzbox (upload option). No internet for a week. 10 calls

2nd time: Bought my own cable modem, called UM to register MAC and SN. Was done in 5 minutes, activation took over 20 calls. Was lied to about a "grossstörung". After a week, tried (of curiousity) to attach old Fritzbox modem from UM (which was inactive according to customer service). Worked like a charm. Outraged - for 1 week nothing had been done. Was going on vacation, half way into the next week the new fritzbox was finally activated (never got a message). No internet for almost 2 weeks. 20 calls

3rd time: Reported a house move online 2-3 weeks in advance. Activation date at new house set to 23rd of sep. In the morning, old connection stopped working (fine), but new one did not work. 20 more calls, tons of empty promises and incompetent people until I was told I need a technician visit. Even though error is the exact same as the 2 other times. Unfortunately, technician company is overloaded and can only provide technician in 2 weeks. Smart move UM... Technician came yesterday, very nice guy. Tested all connections and they worked, however after he phoned with the UM customer service, he found out they moved all our services to the very bad horizon box (this box really is bad!). He got the internet moved back to the fritzbox as it was supposed to be, however this has yet to work (maybe customer service lied to him too about doing it?). So far 3 weeks of downtime, a handy tarif which has by far exceeded 8 gb of usage and a lot of stress as no internet impacts my ability to work in the home.

So my questions are now:

- Why does the customer service not have appropriate training? It looks like they don't have a clue about anything regarding TCP/IP/DOCSIS or any other IT term related to the service.
- Why does none of them speak english? I tried multiple times (as I don't see my german sufficient enough to properly explain myself) to get some english speaking person but would either get hung up or thrown to another german-only person. It's not a good experience for foreign people like me.
- Why does customer service lie to me? Multiple times they said they would activate things but the workorder always remained open.
- Why is there no Level 2 support? I have CCDA, CCNA & CCNP (even fiber installation certifications) so I know what I'm talking about. Why can't one talk to some technical staff who knows their stuff when the Level 1 support is so useless?
- Why are your customer service so arrogant? Multiple times they tried to look like the better-knowing people, however as an IT professional, I can only laugh of this - as well as being concerned in regards to the general attitude towards customers.
- Why did the customer service move all my services to the horizon box when my internet was already running on the fritzbox? Since I have the upload option (10mb extra), which requires a fritzbox, shouldn't they have realized that something was not right? Even when I verified the MAC and SN with them several times? Why would I register a device which I'm not intending to use for anything?
- Regarding the move of my internet to the horizon box, why wasn't I informed about this as well?
- Why don't you hire more companies to do your technical work - or actually get your own technical staff? Do you believe 14 extra days of waiting time is fair for a customer who's been without internet for over a week at the time being?
- Why can I not see my active devices myself? Can't your developers code that into the website so I can at least get more abilities to do self-help on the internet connection? Could have helped in all 3 cases.
- How will I be compensated? I pay 85€ a month which is a ton of money, since customer service is not included. I need some compensation for this mess that UM caused.
- Why isn't it possible to speak to the manager in the callcenter? Is it a policy in UM that the front-end staff takes all the hits while the management hides in the back? I can imagine that many customers get a good service, however I have noticed increased amounts of bad experiences, so I know I'm not the only one. Especially the arrogance is a problem according to many people.
- To extend my previous question, you have a serious customer service problem. They are not organized, they deliberately lie to the customer about the situation, most of them has an arrogant atittude, there's no possibility of escalation and no sign of IT skilled people.

I guess it's easy to treat customers bad when they just extended for another 2 years, being loyal to the company. PS: The horizon box is really bad! Could I send this back and get a CI+ card in return? please?

- Chris
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Konnte dir geholfen werden?
  • Ja
Richtige Antwort
  • Mittwoch, 19.10.2016 um 15:21 Uhr
Hi @vrod,

sorry for your bad experience. "Normally" at least a few agents speak english.
it is correct, that we don't answer to public Facebook posts anymore.
Therefore please send a Private Message to the Facebook Unitymedia-Hilfe Account. In this message also mention your customer ID, the address, name & date of birth (legitimation).

The Facebook Team replies also in English language.

Best regards

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6 weitere Kommentare
  • Freitag, 14.10.2016 um 11:55 Uhr
Und was können wir anderen Kunden jetzt für dich tun?
  • Freitag, 14.10.2016 um 13:17 Uhr
as an English speaking customer it is not very likely to get a proper answer here as this is a platform for customers from customers which are about 99% Germans.
I recommend you to contact Unitymedia here
or send them a DM via FB or Twitter.
  • Samstag, 15.10.2016 um 10:34 Uhr

That's very unfortunate. I did send a message to them on FB, no response for a week and now they have directed everyone to use this forum... Where unfortunately there is still not help to get.

Nevertheless I spoke to the customer service once again yesterday... The second guy I spoke to was nice as the first lady just hung up on me immediately when I asked if she spoke english. Anyways they promised it would be active that day (friday). This did not happen and late this night I got an email saying that some new hardware is on the way to me as well as the activation day is today (saturday). Why do I now need new hardware?

@Torsten - Sind der nicht Unitymedia Kundemitarbeitern auf diesem Forum? Oder können diese Leute auch nicht English verstanden?
  • Samstag, 15.10.2016 um 13:44 Uhr
Hey vrod,
I'm sorry for you, but Business Language in Germany is German. No one has to give support in any other language. And the hotline are mostly extern callcenters, where the agents are paid to "Mindestlohn". You won't get an english support for 8,50 € per hour.
In my active time in Callcenter I didn't give support in english, because no one would pay for that. So all my collegues did.
  • Samstag, 15.10.2016 um 13:45 Uhr
Und ja, hier sind auch Unitymedia-Mitarbeiter dabei, aber die haben keinerlei Einsicht in Kundendaten. Ob die englisch verstehen, kann ich dir nicht beantworten.
  • Sonntag, 16.10.2016 um 09:20 Uhr
Hi Torsten,
I'm aware of that but it leaves foreign customers in a bad situation if their german is not really good. However since I come from a country which almost speaks english as second native language (our government even have fully english supported systems/services/websites), I would have expected it from a big country like germany. It surprises me though that so few people here are able to speak english at all.

In the meantime the activation did (of course) also not happen yesterday. DHL never came by and since it's still not working, I'm starting to think that UM have sent me a new fritzbox... I'm starting to get used to probably never going to have my internet working here again.. lol
Richtige Antwort
  • Mittwoch, 19.10.2016 um 15:21 Uhr
Hi @vrod,

sorry for your bad experience. "Normally" at least a few agents speak english.
it is correct, that we don't answer to public Facebook posts anymore.
Therefore please send a Private Message to the Facebook Unitymedia-Hilfe Account. In this message also mention your customer ID, the address, name & date of birth (legitimation).

The Facebook Team replies also in English language.

Best regards