Augsburg, August 27, 2026 – Conntac GmbH officially announces its successful partnership with GELSEN-NET Kommunikationsgesellschaft mbH. Conntac's customer self-service solution is now integrated into GELSEN-NET's technical customer support, providing customers with a central digital hub via the new GELSEN-NET app since June 30, 2026.
The GELSEN-NET App supports customers in setting up and managing their internet and TV connections. Step-by-step instructions, guided troubleshooting, and various diagnostic tools help users resolve technical issues independently. With this, GELSEN-NET is adding a 24/7 digital channel to its customer service offerings.
"We are very pleased to have gained another regionally rooted fiber-optic provider as a partner in GELSEN-NET. The new app gives customers simple and direct access to technical support for their connection. The solution helps them resolve many issues independently while simultaneously creating the foundation for more efficient service processes." – Dr. Michael Faath, CEO, Conntac GmbH
GELSEN-NET consolidates technical support into one app
The GELSEN-NET app guides users from the initial setup of their home internet access to resolving technical problems. A setup assistant leads users step-by-step through the installation of routers and network-enabled devices. The app also provides support for router configuration as well as the setup of Wi-Fi devices and TV connections.
An integrated speed test allows users to measure their current internet speed. A camera scan function enables the capture and automatic entry of required device data, reducing input errors and simplifying the setup process. Additionally, the GELSEN-NET customer portal is directly accessible via the app, keeping important information and services in one central location.
Initial usage shows demand for digital support
In the first two months following the launch, nearly 3,000 processes were initiated via the GELSEN-NET app. Digital troubleshooting is also being actively used: of the 135 troubleshooting sessions started in August, only twelve were still reported as unresolved by users at the end.
Initial figures show that the GELSEN-NET app is being well-received as an additional service channel. Customers receive practical assistance exactly when they need it. At the same time, recurring technical questions can be handled in a structured, digital manner.
"With our customer app, we are creating another key component to continuously increase customer satisfaction. Our customers receive quick, targeted, and practical help there and can resolve many issues directly themselves. This provides more convenience and satisfaction while simultaneously relieving the pressure on our hotline. Our customers benefit just as much as we do: it’s a true win-win situation." – Ilka Malangone, Head of Sales at GELSEN-NET
A modular solution for tailored customer self-service
The GELSEN-NET app is based on the modular MyProvider customer self-service solution from Conntac. The core functionality has been enhanced with suitable add-ons that cover additional use cases within GELSEN-NET's service portfolio. In addition to standard topics related to internet connections, the application also covers the setup of TV connections and provides direct access to the existing customer portal.
By combining guided setup, technical troubleshooting, and centralized service access, customers get a clear, digital hub for their needs. At the same time, the app complements personal customer service and helps GELSEN-NET provide technical support quickly and easily.
