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DSL not working

E
Rang
Hello,

I have a problem with my o2 HomeBox 6741:
The DSL light is not turning on and the internet in not working.

I already scanned the router with the "o2 DSL Hilfe" app but it couldn't find the problem. I turned on and off the router many times, but it didn't have any effect.
I bought also a new DSL cable to make sure that is not a hardware problem. The DSL light is still not on and the internet still not working. I called the hotline but nobody was able to give any advice in English.

What should I do to fix this problem?

Thanks,
Eduard
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Lösung von o2_Lars 15 June 2019, 13:38

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18 Antworten

o2_Lars
Benutzerebene 7
Hello @EduardFel,
if you encounter difficulties with your DSL connection and the tipps you find here and here don't bring any improvement It is necessary to open a trouble ticket with our DSL technical departmenet. Since we can not promise that you will reach an english speaking agent I recommend to call with a friend of yours who speaks german if you don't.
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
E
Rang
Thanks for your answer @o2_Lars .

I did as you suggested and I opened a trouble ticket with the DSL technical department. I had a German speaking friend that helped me. He made sure that I get an appointment from the technical support. I took my day off from work so I can be at home when the techinician arrives to FIX THE PROBLEM. And nobody came from O2 that day.

I called them again and they rescheduled the appointment for another day. Again, same thing, nobody from O2 appeared to fix the problem. We called again to make sure that they have the right address, and yes, they do have it.

So in the end we ended up with 5 appointments from the o2 technical support with nobody coming to our home. IT'S BEEN ALREADY 2 MONTH SINCE WE ARE PAYING FOR A SERVICE THAT DOES NOT WORK. Please tell me how am I supposed to deal with this? What should I do in this situation if I call the hotline support and they are still unable to send a technician to fix this neverending problem? I cannot afford to take 7 days off from work to wait for somebody from o2 to fix the DSL. What should I do in this situation?

Eduard
R
Rang
@EduardFel I am exactly in the same spot as you are in right now. Did u have any luck getting the internet fixed?
E
Rang
@RamRag Hello Ram. Unfortunately not, nothing happend. I sent them a letter, I called several times, they said an appointment was made, then nobody came. It's horrible. It's been 4 months since our internet is not working and we have to use our neighbour's internet. I'm sad to hear you are in the same situation. I really don't know how we can fix this. It's thw worst client service in the world. When it's about getting money, they can do it with just your signature, but when it's about fixing that damn internet you have to climb a mountain of paperwork and phonecalls until they decide to look at you and ask "did you try to turn it off and then on again?" ...if you find any way to fix it please let me know.

Cheers,
Eduard
R
Rang
@EduardFel Oh ok, sorry to hear that 😞
I am already planning to cancel the contract and get a new contract with some other network if it does not get fixed in a week's time. I really don't want to be without internet for 4 months.
E
Rang
Well, good luck. I really hope you can end the contract. Take care!

Eduard
R
Rang
Thanks, I can imagine that will be another bigger headache. I will certainly let you know if something moves on my side. Here is the thread explaining my sad story - de/router-software-internet-telefonie-34/my-o2-dsl-does-not-work-since-a-month-504882#post1896189
o2_Lars
Benutzerebene 7
Hello @RamRag,
as far as I can see my colleague @o2_Manga already answered your question in your thread and is in a communication with you right now?
Also there is a new apointmnent for the technician on August the fifth, I am sure the connection will be working then.
Please excuse any inconveniences.
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
o2_Lars
Benutzerebene 7
Hello @EduardFel;
if I see this right the email address that you are using in our community is not the same as the one you are using in your DSL account, is that right?
So unfortunately I do not have the possibility to look into this issue right now. If you want me to look into this, feel free to leave a note here and I will get in touch with you :-)
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
E
Rang
@o2_Lars Hello Lars. No, the email address is not the same becuase the DSL contract is made on my girlfriend's behalf. Should I send you her email then?

Eduard
R
Rang
@o2_Lars
>Also there is a new appointment for the technician on August the fifth
I had an appointment on Tuesday(4th appointment without someone showing up), again today had an appointment, no one showed up, what is the Guarantee that someone shows up on 5th August? Please tell me.

I waited at home without going to office, how do you explain this pathetic customer service to any customers?
o2_Lars
Benutzerebene 7
Hello @EduardFel,
I'll send you a Private Message shortly.
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
o2_Lars
Benutzerebene 7
Hello @RamRag,
if an apointment for a technician is made that does not automatically mean that he has to enter your flat and have a look at the TAE plug in the wall.
Especially if errors are found somewhere else on the line it will happen that this will be fixed without a special notice to you.
Normally you should recieve feedback short after that for example an error was fixed.
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
R
Rang
Well, since the issue is not being fixed after 5-6 appointments and countless calls with O2 customer care resetting the router, I assume no one did anything useful at all towards fixing the problem. Also, there was no feedback after each appointment, I had to call O2 customer care to find out that there are different answers each time I call.

In the end, Eduard does not have internet since 4 months, I don't have internet since a month(it was disconnecting frequently for 3 months before that) independent of problem being reported several times.
o2_Lars
Benutzerebene 7
Hello @RamRag,
as far as I can see an apointment was made for today.Pleasse make sure that the technician can access the TAE and the APL of the house, I am sure this will be fixed :-)
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
R
Rang
Yeah, I am waiting at home like always for this Nth "appointment". FYI, you all know it - it's a BIG lie if any of the technicians did report that I am not available at home, every time I also provided my phone number and specifically asked O2 customer care to reach out to me in case the technician can't find my home. My door bell works, my name is on the bell at the main entrance(And only for one out of the 6 appointments, someone once showed up as well- which proves that my apartment is not hidden), in the worst case - technicians can reach out to me on my phone number, but they didn't.

And this is the LAST time I am going to wait. I know what I must to do next.
R
Rang
@o2_Lars
My appointment time has passed, no one did contact me yet and still don't have internet. How about I take rest of days of the year off from work, waiting for my internet to be fixed? 🙂
o2_Lars
Benutzerebene 7
Hello @RamRag,
the feedback we recieved from the technician was that the apointment did not take place "for other reasons". Unfortunately that is not very specific... :-/
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋

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