Help & questions

1. Check that all cables are firmly in place and that the router has power.
2. Disconnect the router from the power for one minute, then wait a few minutes until it has restarted.
3. Test another device, ideally with a LAN cable. If it works there, the cause is more likely the Wi-Fi or the first device.

If that doesn’t help, get in touch with your customer number on 03771 5935007 or by email at kundenservice@svntk.com.

Phone and waipu.tv run over your internet connection, so they go down with it. Restart the router first. If the fault remains, let us know.

On 03771 5935007 we’re here for you Mon to Fri, 10:00 to 12:00 and 13:30 to 17:00, and Sat 10:00 to 12:00. Around the clock, including Sundays and public holidays, our digital assistant Sven is available for you on this number. You can reach us by email at kundenservice@svntk.com.

The quickest way for us to help is if you give us your customer number, the connection address, how long the fault has been going on, what exactly isn’t working and what you’ve already tried.

If a fault lasts longer, you may be entitled to compensation under § 58 of the German Telecommunications Act (Telekommunikationsgesetz). So please always report the fault to us, so that we can record it and fix it.

That depends on your address. Enter it in the availability check and you’ll see all the plans you can book.

• Fibre (FTTH): The fibre reaches right into your building. We offer plans with up to 1000 Mbit/s.
• Cable (HFC): Internet through your cable connection, with us on a minimum term of just one month.
• DSL: For addresses where neither fibre nor cable is available. Check your address or ask us for advice.

1. Measure with a LAN cable directly at the router, not over Wi-Fi.
2. Close other devices and running downloads.
3. For reliable evidence, use the measurement tool from the Federal Network Agency (Bundesnetzagentur) at breitbandmessung.de.

If the result differs significantly, send us the measurement report.

• Place the router somewhere open and central if you can, not in a cupboard.
• Close to the router, use the 5 GHz network, which is usually faster. For longer distances, 2.4 GHz is often better.
• Connect fixed devices such as the TV with a LAN cable.
• For several floors, mesh devices or a repeater can help.

Yes, you have free choice of router (Routerfreiheit). When you order, you’ll see the options available with your plan.

Your internet and phone login details are in the customer portal Meine SVNTK, right with your contract.

Our fibre and cable plans offer landline phone service if you want it. You add the phone number as an option when you order.

Yes. Enter your current provider and your numbers when you order and we’ll arrange the transfer for you. It’s best to talk to us before you cancel your old contract.

1. Check whether the internet is working. If not, restart the router first.
2. Check that the phone is properly connected to the router or signed in to it.
3. Check in the router whether the phone number shows as registered. You’ll find the login details in Meine SVNTK.

No. The phone depends on the router and the mains power. If the power or the internet connection goes down, you can’t reach 110 or 112 through it either. So if you can, keep a charged mobile phone ready for emergencies.

waipu.tv is television over the internet, with over 300 channels on your TV, laptop, tablet and smartphone. You’ll find the packages and prices on the TV page.

We’ll get in touch with your login details. You then use them to sign in to waipu.tv.

• Connect the TV with a LAN cable if you can, or improve your Wi-Fi.
• Check whether other devices are using up the connection at the moment.
• Restart the app and the device and install any available updates.

Yes, on its own we offer waipu.tv with a term of twelve months. Shorter terms are available as an option with an internet plan, where offered.

No, our cable TV service svntk DVB-C can no longer be booked. For new TV, we offer waipu.tv.

1. Check that the antenna cable is firmly in place at the TV socket and the TV.
2. In your TV’s settings, choose “Cable” or “DVB-C” as the reception type.
3. Start the automatic channel search.

If it still finds nothing, try a different TV socket or a different cable and then get in touch with us.

It’s often a loose or damaged antenna cable. Swap it to test and try a different TV socket. If it affects all sockets or all channels, please get in touch with us.

With the fibre rollout, the old cable network will be switched off in certain areas. You’ll find the details on the pages for the rollout areas Obergraben and Schneeberger Platz and Schneeberger Straße. If you’re not sure, just ask us.

In the customer portal Meine SVNTK. There you can download invoices as PDFs and view your contracts and documents.

You need your customer number and the activation code from our letter. Open the portal and choose “Zugang einrichten” (set up access). Here’s how it works, step by step: Meine SVNTK.

You manage your bank details in the customer portal. That’s also where you request changes to your contact details and billing address.

Please email us at kundenservice@svntk.com and include your customer number and the invoice number.

Report your new address and preferred date in the customer portal. You can also track the order there. It’s best to let us know early.

Yes, you can do both in the customer portal Meine SVNTK.

Directly online with our cancellation button, even without signing in. You get a confirmation straight away. The term and notice period are in your contract documents.

1. Check your address and choose a plan.
2. Choose your options and enter your details.
3. Confirm your email address with the code.
4. Check the contract documents and place your order with obligation to pay.

Go to the start of the order.

Look in your spam folder and check that the address is spelled correctly. You can also request the code again in the form. If it still doesn’t arrive, give us a call.

That depends on the plan and the address. We plan your connection and get in touch with the date. With many plans you can enter a preferred date when you order, and with some we set the date.

As a consumer, you can withdraw within 14 days, directly online under withdraw from your contract. You will receive the notice with your documents. If we start earlier at your request and you then withdraw, you owe compensation for the value of the service provided up to that point.

We offer payment by SEPA direct debit.