Improving the quality of internet and telephone services

We can detect certain anomalies in connections directly via our network. In such cases, we proactively inform business customers so that we can investigate any potential disruptions at an early stage.

Indications of a possible quality issue have been identified, such as recurring instability or anomalies in connection quality. Here are a few examples:

• Total failure
• Connection drops
• Very slow connection
• Unstable connection
• High latency / delays
• Wi-Fi isn't working
• The router is not synchronising
• Internet-based telephone service disrupted

Even in such cases, it is advisable to have a check-up. Not every abnormality immediately indicates a disorder, but it may be a sign of an increased risk of future problems.

Ideally, the person responsible for the connection or who can assess the situation on site and is familiar with the equipment there.

No, we never ask you for passwords or TANs.

We need the following details from you to ensure that this is your connection:

• First name and surname of the account holder
• Your customer number
• Area code and telephone number
• The last 6 digits of your IBAN
   

If you are already experiencing noticeable disruption to your connection, please contact us by telephone immediately.

Overview of our telephone numbers

Unexpected text messages or emails should always be scrutinised carefully. Look out for these features in a genuine Telekom message:

Characteristics of a genuine message

• This is to carry out a technical check on your connection.
• It does not constitute an offer to sell.
• You will not be asked to enter passwords, TANs or payment details online.
• We will only call you back once you have booked an appointment.
• It links to an official Telekom information page.

Warning signs of attempted fraud

• Demand for payment or threat
• Request for sensitive login details
• High time pressure
• Unfamiliar or suspicious web addresses
• Unclear sender details