Massive internet and TV outages: Pyur customers in Oranienburg affected!

Massive internet and TV outages: Pyur customers in Oranienburg affected!

In Oranienburg, a massive disruption at Pyur has been causing a stir since November 6th. Hundreds of residents are affected as both internet and television are down. The reason for the impairment is cable damage on Bernauer Strasse, which occurred during a third-party drilling operation. The damaged area is three meters deep and is in an area that is difficult to access, which means that the necessary civil engineering work has not yet been carried out. So far, those affected have had to forego their usual communication, and according to Pyur, the disruption is expected to last until at least November 14th. The company apologizes to customers for this extended outage and the inconvenience it has caused. This reports Moz.de.

How do you get support now? A question that many affected people ask themselves, as it is important to report disruptions to the provider first. The Federal Network Agency points out that consumers must actively participate in troubleshooting. Providers are legally obliged to eliminate disruptions quickly and at no cost, unless the consumer has taken care of this themselves. The provider must notify within one day of a fault report if the fault cannot be remedied. If the problem is not resolved within two calendar days, affected customers have the right to statutory compensation. This regulates the Federal Network Agency.

Compensation in the event of failure

For those affected, the question of financial compensation also arises. Since December 2021, consumers have had the opportunity to claim compensation in the event of an internet or telephone connection failure. In order to assert this claim, it is essential to report the fault to the provider immediately. The provider must resolve the problem within two days. Otherwise, compensation of 5 euros or 10 percent of the basic monthly fee can be requested from the third day of loss. From the fifth day onwards, the entitlement increases to 10 euros per day of loss or 20 percent of the basic monthly fee, whichever is higher.

An example illustrates the situation: If there was an internet outage for a week, compensation for damages of just 30 euros would be possible. Anyone who finds themselves in this unfortunate situation should contact the provider and know that the Rhineland-Palatinate consumer advice center even provides a sample letter to make it easier to calculate compensation. Questions can also be sent to the consumer advice center by email at any time. Those interested can find more information about this at consumerzentrale-rlp.de.

Finally, it is to be hoped that the deep excavations will soon lead to continuous internet access for those affected and that their patience will soon be rewarded. Collaboration between providers and consumers will be crucial to quickly address these technical difficulties.