Something not working?
Report a fault
What you can check yourself, how to report a fault to us and what your rights are.
What you can check yourself
- Check that all cables are secure and the router has power.
- Unplug the router for one minute and wait until it has restarted.
- Test another device, ideally with a LAN cable.
Phone and waipu.tv run over your internet connection and fail along with it.
How to report the fault
Phone: 03771 5935007
Email: kundenservice@svntk.com
The quickest way for us to help is if you tell us your customer number, the connection address, when the fault started, what exactly is not working and what you have already tried.
Your rights when there is a fault
As a consumer, section 58 of the German Telecommunications Act entitles you to have a fault fixed without delay and free of charge, unless you are responsible for it. If we cannot fix it within one calendar day of your report, we will tell you by the following day what we are doing and how long it is likely to take.
If the fault is not fixed after two calendar days, you can claim compensation from the following day for each day of complete outage: on days 3 and 4, 5 euros or 10% of the monthly fee; from day 5, 10 euros or 20% of the monthly fee, whichever is higher in each case. This does not apply in cases of force majeure or if you are responsible for the fault.
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