Skip to main content
Warum O2
Warenkorb
 Service
Gelöst

Made a switch to my Home L, internet slower than via ADSL

  • April 1, 2019
  • 8 Antworten
  • 184 Aufrufe
H
Besucher:in
Hi,

I had an original contract via Alice with 50 Mbps, moved location and only got ~8 Mbps. O2 support told me I had to switch tariff, it triggers switch from coax to fiber. So I got my Home L (100Mbps) 10 days ago. As soon as it activated, the download speed was ~3.5 Mbps, upload close to 0. O2 support opened a ticket to have a look at it, apparently needed my assistance, as I was traveling I was unable to respond, and they were quick to close the support ticket. Contacted the support today, another ticket opened (ID 7474612 can't see status because PLZ check fails 😕 ).
I work from home, and usually connect to remote servers for it, and this internet situation is making it impossible to operate. Can someone from O2 have a look at it, and bump up the priority and possibly provide me with alternative mobile connection until the DSL situation is resolved.

Lösung von o2_Manga

Sorry to hear the trouble you faced with the technician so far. But unfortunately I am unable to fix another appointment right here. The technician left no comment why he didn't show up so far.

Pls get in touch with our customer service again to discuss a new appointment.

Thx.

    8 Antworten

    o2_Manga
    • o2_MangaModeratorin
    • April 2, 2019
    Hi,
    as far as I can see there is an appointment by tomorrow in the afternoon. I keep my fingers crossed for a fast solution. Unfortunately we have no possibility to speed up a ticket like yours.

    KR Manga
    Konnte dein Anliegen gelöst werden? Dann freut sich der Helfer, wenn du seine Antwort als Lösung markierst.
    H
    Besucher:in
    Hi @o2_Manga

    Yes, there was an appointment scheduled for today afternoon. However, it was a no-show, at least no technician bothered me today. Maybe something was done in basement or remotely, the connection is now at 6 Mbps download since noon. Only 94 Mbps to go.

    And I just received SMS to schedule technician appointment 😕 Did it for tomorrow.
    H
    Besucher:in
    Same today
    H
    Besucher:in
    Same yesterday, even though I got SMS from d telekom to make sure i'm available at appointment time.
    H
    Besucher:in
    Got another SMS to make an appointment, but can't verify my PLZ for the ticket 7474612
    o2_Manga
    • o2_MangaModeratorin
    • Lösung
    • April 9, 2019
    Sorry to hear the trouble you faced with the technician so far. But unfortunately I am unable to fix another appointment right here. The technician left no comment why he didn't show up so far.

    Pls get in touch with our customer service again to discuss a new appointment.

    Thx.
    Konnte dein Anliegen gelöst werden? Dann freut sich der Helfer, wenn du seine Antwort als Lösung markierst.
    H
    Besucher:in
    Update:
    Made another appointment. Also no show. And received another SMS to schedule new appointment. This was couple of weeks ago. I had to travel, so didn't schedule anything. During travels received phone call from O2, but couldn't communicate, I speak no german, caller spoke no english. The ticket got closed again.
    Checked connection when I came back few days ago, ~4Mbps.
    However, since yesterday, connection is at full 100 Mbps. O2, don't touch anything!

    To summarize: took over 1 month, 4 no-show appointments, 2 opened and closed tickets, hours spent with customer service, hours making sure I was at home for appointments, and in the end no apparent action to fix the connection speed issue.
    H
    Besucher:in
    I said don't touch anything!

    Today afternoon back to 3.5 Mbps. O2 didn't have problem sending yesterday the invoice for past month, full charge, but has problem looking into my connectivity issue. If the strategy is to ignore me to the point of me giving up, it's starting to work. Nothing left but to laugh.

    What I've noticed from my Speedtest app: last month it was connecting to Berlin servers, ~10ms ping and 3-7 Mbps. This weekend the app was connecting to Dusseldorf and Cologne servers with ~10ms ping and 100Mbps download. Since this afternoon the app connects to wilhelm.tel server at Norderstedt with terrible ping and 3.5Mbps download.
    Allgemeine Nutzungsbedingungen der O₂ CommunityAccessibility statement
    © Telefónica Germany GmbH & Co. OHG Telefónica