Hrvatski Telekom Opiniones 

Been a customer at Hrvatski Telekom for very long time. Service and coverage are poor to average if you compare it to the other EU countries. Service/technical support is extremely poor. This is mainly as their field work is outsourced to various companies and their own employees providing the field support are lazy and without appropriate level of knowledge or solution fixing skillsets. Worst of all they are always late for intervention as mainly drinking coffee and beer at local pubs and caffee bars during their working hours, leaving minimal time for actual problem fixing.

Lately a I have been without service for over 3 months. Both internet and tv not working. Tried customer support few times without much success. Wrote emails to prigovori and got the response how Telekom is aware of the issues I face but due to complexity of work unable to estimate time it will take to fix the issue. Next day I stopped the T-Com van on the street and asked the guy to check why my internet is gone for months. After 15 minutes checking the maintenance hatch down the street he got back and said some wires were busted but now replaced and everything is back in order. Sent a request to terminate the contract and a request for penalties for non-service (30 €/day). Goodby Hrvatski Telekom for good.

HT je stvarno zona sumraka, nadam se da sam sa ovim završila s njima zauvijek.
Obzirom da nisam produžila ugovore (mobilne i fiksne) već sam prešla na drugog operatera, HT mi je odmah onemogućio pristup web portalu i app na kojima sam dobivala njihove račune obzirom da sam se odlučila za taj način dostave računa a ne u papirnatom obliku.
Prošli tjedan dobivam mail od HT genijalaca sa velikim slovima OPOMENA da nisam platila račun broj.... ali ti isti genijalci ne prilažu račun u mailu. Nemam pojma o čemu se radi da li HT da li Iskon (njihova kćerka), da li mangenta 1 ili mobilne usluge. Sve to sam i navela u mailu, međutim ne odgovaraju zato što imaju 15 dana za odgovor. Počinje nemoguća misija zvanja telefonom, nakon 15 minuta uspješno se javi mladac i konačno nakon objašnjavanja itd dobijem prijepis mailom. Ovo je samo dodatak na prijašnji osvrt da se pripremite što možete očekivati od njih ako ih izaberete za operatera.

Žali Bože ko sve radi tamo, dno dna

"Već mjesecima je internet katastrofa – spor do neupotrebljivosti, ni obična poruka ne može proći. Kad zovemo operatere, tvrde da smo potrošili sav brzi internet. Kako je moguće da je na početku novog mjeseca internet već usporen zbog navodnog 'potrošenog' prometa? To nije greška, to je namjerno varanje i obmana korisnika. Ovo je sramotno neprofesionalno, i jasno pokazuje koliko im je stalo do svojih klijenata dok im pune džepove novcem za uslugu koju nikad ne dobijemo."

I’ve been a loyal customer of Hrvatski Telekom for years, but this latest experience has been unacceptable.

In November 2024, I signed a contract for optical internet and MAXtv. It’s now August 2025 and the service is still not installed.

For over 8 months, I’ve waited patiently, filed formal complaints, and contacted customer service multiple times. No one gave me a clear deadline. No responsibility was taken.

As a “solution,” they offered me €450 without any guarantee of installation. I consider this a personal insult after months of waiting in good faith.

If this is how they treat a regular, responsible, paying customer then it says a lot about their values.

I cannot recommend Hrvatski Telekom to anyone expecting professionalism or accountability.

I've been a customer for over two years at HR Telekom now. First I had a complete package with tv, mobile and fixed Internet with a two year contract. In the middle of the contract they raised the price by 6 percent and when I wanted to cancel they refused! At the end of the contract I just took only fixed Internet for 30 euros a month. Since yesterday I don't have any service and they say they are "working on it". Terrible company, terrible service.

Seit über 2 Wochen funktioniert Internet nicht aber die Monatsrechnung ist schon da. Hab Telekom mehrfach angeschrieben: die Störung ist bekannt ist in Arbeit, daß war und ist immer die Antwort.

Pozdrav, pokušavala sam razgovarati sa korisničkom službom koja mi nije nudila razgovor sa operaterom kao osobom, već sa robotom koji mi ne može pomoći kao fizička osoba. Prijavila sam se sa svojim brojem mobitela u aplikaciju te kada sam ušla u nju prebacilo je na broj mobitela moje bližnje osobe. Voljela bih kontaktirati nekoga da porazgovaram, ali te opcije nema, lijepo su se ogradili.

ABSOLUTELY THE WORST SERVICE EVER!!!!
We’ve had internet service from Hrvatski Telekom for over 2 years. I won’t even start listing all the frequent outages — they’ve become a daily routine. However, since July 2, 2025, we’ve reported a complete internet outage, and we are paying 28 euros per month for this service!

The incompetence of the Telekom employees in Makarska is beyond belief. I spent about 4 hours chatting and calling the customer support line, only to hear endless empty promises that the issue would be resolved. It never was.

I visited the Makarska branch twice in person — again, more promises, and yet we are still without internet.
I sent emails to support and technical departments — no response! Apparently, they have 11 days to reply. This level of unprofessionalism, arrogance, and inability is something I have truly never experienced before.

The services of Hrvatski Telekom feel like something from the Stone Age, not the 21st century. The staff seems to be in vacation mode all year long, with zero concern for customer satisfaction.

If you’re considering an internet provider — avoid Hrvatski Telekom at all costs!

Very good service , support from Montenegro !

**My Personal Experience with Hrvatski Telekom Support:**

After you report a fault, you receive only a message stating that a T-Com technician *attempted* to call you — even though they actually didn’t call at all.
When you try to call them back immediately, the central helpdesk is no longer able to connect you with the person who “called” you.

When you call the helpdesk, they say the fault is probably not on your end but in the central office, and that a technician visit to your home is likely not necessary.
Despite this, the T-Com technician still takes no action.

The next day — again just a message, and the whole situation repeats itself.

The phrase “we resolve faults within 48 hours” has clearly been redefined: the fault is *allegedly* supposed to be resolved within that timeframe.
But when you call them after the 48 hours have passed, they say that the period hasn’t expired yet because it “ends at the end of the day” — even though you reported the fault two days ago, at noon.

You ask the helpdesk why it’s taking so long to resolve the issue.
They respond that they don’t have enough technicians.
When you ask why they don’t have enough technicians, they say it’s because they have — too many clients.

You ask the helpdesk until what time the technical service operates — they say until 8:00 p.m.
You ask the technicians themselves — they say they work until 4:00 p.m.

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**Day 3 – at this point, by both our and T-Com’s standards, this falls under urgent support:**

**09:00** – I check the status in *Moj Telekom*:
*"We are determining the technical causes of the reported issue. The issue will be resolved as soon as possible."*

**09:10** – Helpdesk calls us and now claims that the fault is probably on our end after all.
We check plugs and cables — no effect, everything is the same. They say a technician will be sent.

**10:45** – I call and ask the helpdesk when the technician will arrive, but they don’t have access to that information.
During the call, I receive a message saying that the technician tried to call me and will try again.
I check the call history — no one called.
I ask the helpdesk to investigate why this is happening. They say the request has been registered.

**10:55** – The technician finally calls and says he is on the way.
**12:00** – The issue is resolved after 72 hours. The technician informs us the fault was in the connection between the modem and the central exchange.

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**Conclusion of Support Analysis, Gemini.com:**

The user's experience reveals serious flaws in Hrvatski Telekom’s technical support process:

* **Poor and misleading communication**: False SMS alerts, inability to reach contacts, contradictory information.
* **Inefficient diagnostics and problem resolution**: Changing diagnoses, delays in taking necessary action.
* **Failure to meet defined SLAs**: Arbitrary interpretation of the 48-hour resolution period.
* **Lack of internal coordination**: Conflicting information about working hours, disconnect between helpdesk and field technicians.
* **Unreliable system for notifying users of technician calls.**
* **Shifting responsibility onto the user and unacceptable excuses for delays.**

Such an experience damages customer trust and harms the company’s reputation.

Smece od kompanije, sve steka, podrska nula! Nitko se ne javlja na telefon satima, spori, ne educirani radnici vezano za internet signal i wifi postavke. Sve u svemu katastrofa!!

Scammed me into using their eSimpa service by advertising it at half price but then claiming the offer has expired - regardless of the offer still being presented on their website. Then they stopped communicating. They make their workers scam people if they want a paycheck. I've recorded the whole experience as evidence, available for viewing per request.

Nestručno i nesposobno osoblje. Tri puta u tri dana ih zoveš i dobiješ tri različita odgovora na isto pitanje. Sve u svemu, puno zuji a malo meda daje.Loše 👎

Od Studenog,2024.g. nemamo usluge za koje plaćamo!

Been their user for 10+ years... i have been satisfied so far BUT last 2-3 years they are very bad... problems all the time with network, problems with this and that... asked them to change my personal info so many times they never did, they have so little agents you will be lucky if you wait one to answer you in 1h
Very dissapointed lately as their loyal customer all these years and slowly noticing their downfall... do not reccomend to anyone anymore.

I’ve been a loyal T-Mobile customer for over 4 years, and while their services are fine when everything works, their technical support is a complete disaster.

There’s no proper communication channel—everything is dominated by useless chatbots and automated call systems. Talking to a real person is nearly impossible. Even finding the technical support email is a challenge, as it’s hidden from users. When you do manage to send an email, don’t expect a helpful or timely response. My first attempt took over 15 calendar days just to receive a generic reply asking for account details. After responding, I’m now stuck in an endless loop of waiting, with no resolution in sight.

Adding insult to injury, you’ll receive automated apology emails saying they can’t provide proper support and recommending faster resolutions through chat agents or Facebook Messenger—options that are equally frustrating and ineffective.

T-Mobile's hypocrisy is astounding. If you’re even a day late paying your bill, they’ll hound you with calls, reminders, and penalties on your next invoice. But when you need their help, you’re left praying for a miracle.

To anyone visiting Croatia: avoid T-Mobile at all costs. Their flashy commercials and appealing packages are nothing but a ploy to take your money. Their promises are empty, and their customer support is practically non-existent.

Impossible to get support - waiting time is unbelievable,
their app doesn't work and after a year it's not fixed,
they do not send pdf bills no matter how many times you contact them or visit one of branches.

Nicht empfehlenswert.
Hatte vor 4 Wochen den Vertrag verlängert und sollte längst einen neuen Router erhalten. Der ist aber immer noch nicht da.
Dann war der Rechnungsversand auf E-Mail wiedermal umgestellt worden, aber es klappt weiterhin nicht, mit der Rechnungszusendung als PDF Datei.
Schade, dass es nicht klappt, war bereits wegen dem Problem 3x in dem T Laden in Zadar gewesen.
1A wird sich freuen, mich demnächst als neuen Kunden zu begrüßen.