On May Day, another report regarding the free modem arrived.This time TIM is in the sights, with a customer who first decides to take the operator's modem but then changes his mind and wants to use his modem.Unfortunately he is missing a piece, the ONT: TIM should provide it but no one in the customer service has any idea what the person was asking for.I am an FTTH customer with Tim.I activated the Tim Executive offer at the end of February, and the installation was completed on March 8th.Details of the offer on the Tim website: https://www.tim.it/fisso-e-mobile/fibra-e-adsl/tim-fibraWhen I activated it, I asked for the Tim modem.Now I would like to have the external ONT to use my router directly without going through the Tim modem.From the page visible above, by clicking on 'Offer Details' for 'PREMIUM and EXECUTIVE', and going to the 'EXECUTIVE FIBRA' section, it is clearly indicated:'' In the case of the EXECUTIVE FIBRA offer, the TIM HUB + Executive modem is equipped with an integrated optical network termination (ONT) and therefore the installation of an external ONT in the customer's home is not envisaged.The customer may, at any time, request the installation of an external ONT free of charge by calling the Customer Service fixed line 187 - Technical Assistance.TIM will carry out the intervention at no cost to the customer, within 5 working days of the request. 'Now, this step is impossible to complete: I called 187 several times and each time I met people who didn't know what an ONT was.In particular, twice a fault was reported to me and once a technician from the 'Doctor Tim' service was called (for a fee!), Which obviously was never requested.As of today, I still don't have this ONT at home.I can provide screenshots of Doctor Tim's SMS, or links to tickets that talk about disruptions on the line when the line has never had the slightest problem.For example, in the last ticket opened yesterday:As mentioned, I have never reported any problems with navigation or with the connection.The result of these tickets is that the technician in charge of leaving my home is not informed of my request -> he does not have the ONT available because Tim does not provide them to him (the request is for something else!) -> he often has to go out anyway to be able to close the 'fault'.Thank you for reading this, and let me know.We obviously contacted TIM, which started the usual checks, and who replied to us after a few days.TIM apologizes to the customer for the inconvenience and makes itself available to make an appointment at his home to finalize all the activities necessary for the installation of an external ONT (Optical Network Terminal).It was a mistake that did not allow the customer's request to be successful.It was indeed a very particular request, even if perhaps TIM should consider providing a slightly more qualified technical assistance service for its “Executive” customers than the normal operator.May Day has solved the case anyway: our reader has let us know that everything is now working correctly.Yesterday, Tim called me to confirm that I would be contacted by a technician today, already knowing of my request from the ONT.I was actually contacted a few minutes later, and the appointment was given for this morning.Today, in fact, a Tim technician came to me and installed the required ONT.No technical problems to report, everything works correctly.Thank you for your help!It was tough but all is well what ends well.MayDay strikes again!We also thank TIM for the speed with which it took action in solving the problem.Copyright © 2022 DDay.it - Scripta Manent publishing services srl - All rights reserved - VAT number 11967100154