We want to make it as easy as possible for our customers to contact us: whether by phone, app, chat, email or at a Telekom Shop.
The MeinMagenta app provides fast help for lots of questions and an overview of usage and costs, bills, contracts, and order status. Customers can use the “Magic Button” to start a (video) chat with a consultant and speak with them personally.
In the „Telekom-hilft.de“ (Telekom helps) community, it is primarily customers helping other customers. Our customer advisors get involved whenever no solution can be found without their help or when customer data is needed to solve the problem. Tens of thousands of users are reached every day through the community.
The personal callback service can be used within five days of the first contact by the customer. After the phone call, the customer receives a text with the information that the advisor just spoken to will call back at the customer’s request between 8 a.m. and 8 p.m.
When a customer contacts our service and finds that the announced waiting time is too long, they can request a callback from Deutsche Telekom in the voice menu to a phone number specified. The callback will then be made within the previously announced waiting time.
In the U.S., we offer all postpaid customers competent, personal contacts, in the shape of our „Team of Experts“, who can immediately assist with any questions. That way we avoid customers having to be forwarded multiple times. In Germany, too, more and more Telekom Experts (TEX) teams are ready to help.
Planning for the next visit from an engineer is easier thanks to “Mein Telekom Techniker” (My Telekom Engineer): Customers receive a personalized link that lets them track the arrival time of our engineers in real-time. They can also reschedule their engineer appointment themselves with a few clicks and will receive a reminder text before the visit.
If your PC, smartphone, etc. ever stop working, or questions crop up about an application, our Computerhilfe support experts can help – easily and conveniently by phone. If the problem can’t be solved by remote access, the experts will come to the customer’s home to help there.
Since 2018, our Ideenschmiede (think tank) has been offering interested parties the opportunity to help shape Deutsche Telekom’s products and services. The community now has more than 8,500 members working on more than 100 projects.
Hacking attempts on private households have also been on the rise for years. Deutsche Telekom offers affected customers quick assistance with its Digital Schutzpaket. To prevent attacks from happening in the first place, Deutsche Telekom experts help protect home networks from hackers.