Superonline Canceled My 100 Mbps Fiber Internet Installation Request

On September 30, 2025, I purchased a 100 Mbps Superonline fiber internet package with a 12-month contract, offering the first two months free and a monthly fee of ₺600 thereafter. I was given an installation appointment for October 3, 2025. On the scheduled date, the team arrived at my address but left without completing the installation, claiming that the communication room at the building entrance was locked and that the building was still under construction. This was not communicated to me. When I later contacted customer service, I was informed that my application had been canceled with the note “building under construction and installation area locked.” However, my building is fully operational, with active internet subscriptions already in use. Despite requesting that the installation proceed and the cancellation be reversed, no action was taken, and I was given misleading or incomplete information throughout the process. The customer representative later stated that I needed to reapply and that the package price had since been updated. As a result, I suffered financial loss and inconvenience through no fault of my own. Furthermore, when I tried to file a formal complaint, the system blocked me, and I was ultimately told I could not submit one. I request that my issue be resolved promptly, that my internet service be installed under the original terms and pricing valid at the time of cancellation, and that the misinformation and inconvenience I experienced be taken into account. My customer number is 12515342, and the installation address is Gaziantep, Şahinbey, Abdülhamit Han Mahallesi. I have also filed a complaint with the Consumer Arbitration Board, which is currently under review. I request that my issue be resolved as soon as possible.