
On January 24, 2025, a Dresden-based IT entrepreneur and Deutsche Telekom business customer reported ongoing issues with in-store support and the Telekom Business Customer Hotline. In detailed documentation, the customer describes two abruptly ended phone calls, missing contact-person information, and difficulties with identity verification.
Challenges at the Telekom Shop: No Dedicated Point of Contact
In the afternoon of January 24, 2025, the customer attempted to reach a previously assigned business contact at the Telekom Shop on Prager Straße. According to a staff member, that contact person had been transferred to Bautzen, leaving the customer with no official replacement. Phone-based identification or consultation was reportedly unavailable, and the shop instead required a personal visit with a valid ID, followed by an SMS to the customer’s mobile phone to finalize identity checks.
The customer criticizes this approach as unsuitable for business operations, noting that a standard ID card — acceptable for travel within the EU—apparently does not suffice for basic contract or offer inquiries. They also question why no official notice was provided regarding the departure of the previous contact.

Business Customer Hotline: Disconnections at Critical Moments
Subsequently, the entrepreneur called the Hotline for Business Customers (+49 800 330 2828). According to the customer’s account, two separate calls ended unexpectedly in close succession:
1. First Call (4:09 p.m.)
• The automated system failed to verify the account number.
• The hotline agent stated the on-file email address was “not authorized,” yet sent a confirmation message to that same address shortly afterward.
• Around 17 minutes in, the call was abruptly terminated. A callback attempt from Telekom reportedly rang for only one second on the customer’s device.
2. Second Call (4:29 p.m.)
• The agent explained that a “temporary customer account” had been created for a recent smartphone purchase without the customer’s knowledge, and that it was not linked to the main business account.
• An outstanding one-time SEPA payment (11.21 EUR) must now be transferred manually because it apparently could not be automatically debited.
• When asked to open a technical ticket concerning email authorization, the agent declined.
• After approximately 27 minutes, the call ended abruptly again—without any additional callback from the hotline.
The customer suspects the calls were dropped at sensitive points in the conversation and criticizes the lack of a proper callback procedure for business customers. Because the customer also wished to address other topics—such as a DSL offer and refilling a prepaid card —he described the experience as “incompetent” and “uncoordinated.”

Open Questions and Ten Requested Tickets for System and Process Analysis
To clarify the situation, the customer requests that Deutsche Telekom open the following ten tickets:
1. Prepaid number (xxxxxxx) cannot be topped up via browser (Safari/Chrome, macOS).
2. Verification issues with the account number (xxxxxxx) in the hotline’s automated system.
3. Unclear email authorization: Why was a certain address “not authorized” on January 24, 2025, despite a confirmation sent on December 20, 2024?
4. Staff-based email authorization without customer input: How could a Telekom employee label an email address as authorized without any code entry from the customer?
5. Call termination on January 24, 2025, at 4:26 p.m.: Log data analysis.
6. Callback attempt at 4:27 p.m. rang for only one second: Why so brief, and why was it impossible to answer?
7. Second call termination at 4:56 p.m.: Log data analysis.
8. No callback after the hotline agent disconnected: Explanation of why no further contact attempt was made.
9. Temporary customer account created without the customer’s consent: Technical cause analysis.
10. SEPA details for one-time payment not recorded: Why were these not correctly set up during contract signing?
The customer insists on receiving ticket numbers to track each issue. They also request a competent sales contact for a DSL offer at their business location, along with a swift resolution for the prepaid top-up problem.

Service Status Overview: No Central Telekom Dashboard
Deutsche Telekom does not currently provide a unified online status page where customers can view real-time conditions across all network and service areas (e.g., fixed line, mobile, smart home). Instead, most checks focus on individual phone numbers or contracts, which many users find insufficient. Other companies—such as Apple—offer comprehensive portals that let users quickly assess the operational status of various services.
If the matter remains unresolved, the customer may contact the Federal Network Agency. They note that the Telekom board’s complaints office previously addressed certain prepaid issues.
