Deutsche Glasfaser Reviews 

Excited for Fiber in my community.

Top notch work

Order process was quick and easy to complete. Everything was explained and easy to follow.

We were practically forced to subscribe to Deutsche Glasfaser, as they were the only option in our region. I work from home and depend on a functioning internet connection. Since we are customers at Deutsche Glasfaser, the service breaks down about twice a week for varying lengths of time.
When ever that happens, the company has been incredibly not helpful by any means. Their customer support hotline is hard to reach. It takes for ever to get a person on the phone and what ever your problem is, their answer is always calm but useless. Their customer service is basically non existent. If I could change my provider I would gladly do so, but everybody in my hometown was forced to sign a two year contract with Deutsche Glasfaser.

It was a nice person on telephone

Customer relationship

Our contact person (Simon Mueller) was very friendly and gave us all the relevant information we needed. He gave us various internet links to check and confirm the latest information.

Stefan was absolutely wonderful he has gotten me through the process quickly and efficiently as possible especially with a change in our plans and short notice move in.

Now 12 days since we last had DG internet service and thought we'd share the journey so far...
Thursday November 13th lost internet connection, telephone and television services at home.
Called DG service center and ran tests on DG Heimnetz app., checked cables and saw the red alarm light on the black box on the wall.
We were told an expert was looking into it and it was a difficult fault. No one called. We tried to reach them several times. On Saturday a response from the service center was a recorded message that the hotline was closed at weekends - not the 24 hours they say it's available.
Monday 17th Nov. - engineer visited and thru fault finding "the problem is a broken cable 200m away. Someone will come in 3 days to fix it". We posted our disappointment on LinkedIn and was asked by the DG team to send a direct message in their template which we did.
On Wednesday 19th November DG customer portal stated that by 18:00 the connection would be restored. No engineer visited and no connection.
On Wednesday 19th November, we received a message:
" Currently, no date has been set for the disruption to be resolved. Rest assured that we are doing everything we can to reconnect you to our fiber optic network as soon as possible. Please be patient. Our team of experts will contact you as soon as a date has been set."
We received a message we would be reconnected by 18:00 at the latest.
That Message conflicts with DG message.
We are still not connected.
Some companies offer 4G/5G boxes as interim support. No such thing possible from DG.
On Thursday 20th Nov., we received a message:
"The construction partner has been commissioned to rectify the fault. The date mentioned in the email was an approximate estimate of when the fault would be rectified. I am sorry that we were unable to meet this date. We are currently still waiting for feedback from the construction partner regarding a final date. Unfortunately, we do not offer an alternative solution in the meantime. I will make another note and point out the urgency of having a functioning Internet connection. Please bear with us a little longer. Our construction partner will contact you to arrange an appointment."
On Friday 21st Nov., the service center called: an engineer would visit on Saturday 22nd November between 12:00 and 14:00.
On Saturday no one visited or called.
On Monday 24th Nov, called the service center and was told it was assigned “the highest priority” but still we are without connection and reliant on finding our own solutions to work. Calling service centre today Tuesday 25th, guess what ? Still assigned highest priority.... and no connection. We have used their WhatsApp Bot, the DG call centre, filled in their template several times in the DG app.
No-one at DG can say when the construction partner will come... far less when it will be fixed.,,, not even an estimation ! Imagine if you depended on the DG network for a panic medical emergency telephone response button.
At the same time, the sales people have e-mailed re changing our tariff which is due for renewal in December.
Why should we renew, if they cannot provide a service?

Okyeahk yeah

The great support I received in English

Too delay in getting connections

Everythings is fine.
The order proces was fast and easy completed.

The connection is insanely good, i have 2ms to any server around Frankfurt. Download/Upload speed are also holding great at unneededly, but good to have, speeds (950 down, 480 up). Prices are just as insane, but compared to other local companies, acceprtable. I am a very happy customer. I think i had once in 5 years outtage for a few hours.

Super top 👍 👍