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Received all my equipment and hooked it up. I had a connection but I was not connected to internet. I called customer service several times and the issue was never resolved. A technician came today from the help line, but coul do nothing because pyur has never activated my service. Now I have to wait for a pyur technician to come activate my service. Absolutely horrible customer service
I wish The site was in English but I used Google translate to do the work. The site was easy to understand and the offers where good for internet connection. Looking forward to be connected
I had a bad experience with one of the workers from the call service, he raised his voice at me, didn’t solve my original problem, so we needed to make a new contract by phone! He got my name spelled wrong and didn’t ask me about my Router serial-number, so I’m not sure how it’s gonna work at all.
I chose 03.04.2023 (april) for contract start date, and also chose same date for Technician appointment. But Pyur sent me an sms regarding to technician appointment date will be 31 march... If I can't choose the date I want, then is there any meaning to choose ? I can not speak German so how can I explain the situation to them. Edit: Tech personel arrived 31 march, beside that everything is ok. If they offer english website/app/helpdesk then it will be great.
PŸUR - Internet- und TV-Anbieter für Ihr Zuhause! PŸUR bietet ✓ Highspeed-Internet ✓ Kabelfernsehen in HD ✓ Telefon zum Aktionspreis ➤ Jetzt einzeln oder als Kombi-Paket buchen und Vorteile sichern!
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Kaiserin-Augusta-Allee 108, 10553, Berlin, Germany
Received all my equipment and hooked it up. I had a connection but I was not connected to internet. I called customer service several times and the issue was never resolved. A technician came today from the help line, but coul do nothing because pyur has never activated my service. Now I have to wait for a pyur technician to come activate my service. Absolutely horrible customer service
Date of experience: 23 December 2024
After calling more 10 times i finally got the confirmation that i have to wait two weeks before a technician can come. I’m a new customer with no internet and no service.
Date of experience: 03 December 2024
An absolute shit of a service. Didn't activate my internet for over a year and deducted all the amount. I called them and very day, and then they stopped picking up the call.
Date of experience: 02 December 2024
Service has been greatly reduced for 3 days now and tomorrow it'll be cut completely and it'll be interrupted until the end of the week. Customer service says that this is because of maintenance, but we got zero info this was going to happen! They also refuse to apologise for the disruption or offer any kind of compensation.
Date of experience: 26 November 2024
I had the issue that I was told that I owed more than was agreed. That turned out to be a one-time thing.
At the moment, that upgraded speed (500Mb) is not there. My internet tested at 50Mb this morning, and is testing at 250ish Mb at the moment. I have contacted Pyur's technical support. Their technician was really fantastic!!
I'm supposed to remeasure using their website speed test at noon and again this evening, then tomorrow morning. From their side, it looks alright. However, when they see the speed tests, they know something is not right. I'll update tomorrow. I hope they will be able to resolve this.
The reason is that supposedly by the higher rate that I purchased, there are suddenly invisible waves that disrupt the WLAN. For 4 years, I had almost constantly the 200 Mb that I paid for. I upgraded to 500 Mb, and suddenly magical, invisible forces are preventing them from providing me with the proper speed. My computer has not changed. It's spot has not changed. Nothing around it has changed. All that changed is that Pyur is being paid for 500 Mb, and only providing 250 Mb.
And back down to 1 star. They just closed out my ticket without fixing the issue. From what I'm reading, the Fritzbox I rent from them is not WiFi 6 compatible (which my son and I have on our motherboards), and cannot give us the speed we purchased. So, tomorrow, I will call and arrange to send this box back and stop renting it around mid-January. I will buy my own hardware.
Date of experience: 23 November 2024
Customer service is unacceptable. They are not helpful at all. I don't have internet since they install me the router and it's been a week. I contacted a woman named Katharina. She was not helpful, she was rude and she hang up the phone without any solution because the service pin I provided was not correct (A pin that they provided me by message)
Date of experience: 20 November 2024
One “Pyur” scam in Deutschland , After signing a contract for 28€/month i have Discovery that they have for black week 17€/month + free 24 months free Netflix included. Thanks god i can cancel that contract from first day After taking with some neighbors who have internet Connection with them , everyone have no internet conection for weeks or in the best cases there is only couple hours a day no internet signal LOL there is no Customer service available , if you call them all they saying is “you have to pay” for the service you don’t receive 🤣 Pyur is like going to shop and pay 5 kg of Apple but you receive just 0.5 kg or nothing ! Please stay away from this Company and Go for a trusted Company Like 1&1 , Telecom , Vodafone Even you pay 20€ more at List you’we got stable conection 24/7
Date of experience: 20 November 2024
I am writing to express my frustration regarding the ongoing issues with my internet and router, which have not yet been resolved. I booked my internet plan in October and was assured that the service would begin on November 1st. As part of the plan, the router was included, but I was required to pay for parcel service separately.
As an international student, my internet connection is crucial for staying in touch with my family. However, since the first week of November, I have faced a series of problems:
1. I received a message stating that the router was sent back to the origin due to an issue.
2. When the router was resent, it arrived without the necessary Connection Cables E&F, as specified in the manual.
3. Today, I received the router again, but it still lacked the required Connection Cables E&F.
It has now been more than 20 days, and my internet is still not working. This situation is causing me considerable mental stress, and I am disappointed with the lack of resolution from your team.
Date of experience: 19 November 2024
I wish The site was in English but I used Google translate to do the work. The site was easy to understand and the offers where good for internet connection. Looking forward to be connected
Date of experience: 08 November 2024
really very very very poor service delivery. cant believe my contract has already started and yet i havent yet received my hardware and you guys are saying nothing about it. am just kept in dark not knowing whats going on. i even cant track it and am spending so much on data despite buying signing a contract with you guys
Date of experience: 23 October 2024
PYUR representatives came to my door, presenting themselves as reliable with employee IDs and personal service numbers. I signed a contract for what they assured would be €19.99/month, but instead, I'm being charged €37.99/month for two years, not one as promised.
When I received a letter indicating I had signed a different contract, I called the personal service number twice for clarification. Only later did I realize I had been misled and was now stuck in this contract.
I’ve repeatedly called PYUR’s service hotline, visited their stores, and attempted to request an "außerordentliche Kündigung" (extraordinary cancellation) as I'm anyway will be outside Germany for 6 month - sending them my student exchange letter from the foreign university – all to no avail. No one at PYUR seemed interested in my situation or the names of those involved. It feels like the company condones manipulation to secure contracts. Shame on PYUR!
Date of experience: 17 October 2024
Although my payment was automatic by SEPA mandate the internet access was interrupted while I was away.
I called them ten times, in order to do something they need a Pin. They send it to a wrong phone number and email address. They can rectify what they have in their files only if I have a Pin number, they finally promise to send one by post, say it will get there in 2 days, I still don't have it after six days... And they cannot tell me why I still don't have internet access, although I paid through my bank 3 days ago...they could tell me if I had a Pin number... Believe me, this is not an exaggeration...the script is by Kafka! I'm going to find another provider...None could be worse.
Date of experience: 24 October 2024
This company is a pure scam. Firstly, the contract that we signed was for 19,99 Euros per month but we were billed 39,99. Secondly, we don't have the Internet access for almost 4 weeks and the reason for long wait for technician to come is that they don't have the capacity to send someone sooner (as if that is supposed to be my problem).
Date of experience: 11 September 2024
Disaster customer service !!! I've never received my WiFi modem or Internet !!
Date of experience: 30 September 2024
Date of experience: 28 September 2024
If you want to have problem with internet if someone are on call phone on WhatsApp buy PYUR!
If u want to have problem in game with disconnected every time and have much more problem issue, buy PYUR!
If you want to lose your mind when u have problem with internet 24/7, every minute, every important things, buy PYUR!
And if u want your router to shut down on random moment, buy PUYR!
Contact us for more PUYR experience and the "BEST INTERNET" what they sell witch is dog.
Buy PYUR guys.. buy PYUR :D
Date of experience: 27 September 2024
Worst customer Service ever.
They are thieves. They cancelled my contract before my requested date. Offered me another contract. Charged me more then actual contract price and supplying less service.
Date of experience: 01 July 2024
What a terrible experience I had when I tried to extend my contract after two years! Not only did they charge me twice, but they also failed to provide the new router that was promised in the contract. And to top it off, they have been charging me for renting it. It's been a nightmare trying to reach their customer service since May 2024. Every time I call, they give me the same excuse - problems with viewing bills or other issues - and then pass me off to someone else. I've tried calling and emailing multiple times, but it's clear that they have no intention of fixing the issue. I have no choice but to terminate my contract, as their customer service is just as awful as T-cars in the US. Don't make the same mistake I did - avoid this company at all costs. Hamburg Area.
Date of experience: 25 September 2024
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