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O2 DSL not working and I can not reach to O2 service

A
Rang
Benutzerebene 1
Hello.
Until last week my internet is not working. I tried different modem and different cable. But nothing changed.
I do not know German and I don not have any friend to help me to open a ticket.

So I can not use the internet.
How can I solve this problem?
Is there any e-mail adresse or online chat possibility to technical service?

Thank you.
icon

Lösung von adsahin01 27 August 2019, 09:53

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19 Antworten

schluej
Rang
Same problem as u wrote her?
Are you still using the 7390?
What is the status screen is telling? See below.

1 Anlage
Live long and prosper 🖖
A
Rang
Benutzerebene 1
Hello. I am using Fritzbox 7412.
And the screen view is like this:

1 Anlage
schluej
Rang
Open this screen
Live long and prosper 🖖
A
Rang
Benutzerebene 1
I attached it.

1 Anlage
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5
@adsahin01 Did you O2 DSL connection have work since you have a contract with O2? Best regards
Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
A
Rang
Benutzerebene 1
Yes it worked properly until last week.
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5
@adsahin01 Hmm. You have a big problem in my eyes. You use Fritzbox 7412 (1&1 Provider Box) Yes it works with O2, but I think you can have problems to make a technical ticket at O2. The personal don’t like the word 7412.
You can make the the O2 DSL App for Android and iOS (German/English Interface) a technical ticket too, but unfortunately the app works only the a RENTED Homebox or a Fritzbox 7490/7590.
I really don’t know how to help you. You really need a native German speaking person for the technical ticket. No o2 Moderator from this forum can do it for you. After you have a ticket number they can help you. Sorry for this information.
Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
A
Rang
Benutzerebene 1
Case number is not helpful I think?

1 Anlage
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5
Yes. You have luck. Try to call tomorrow after 8am the Dsl technical hotline. If you have luck you a get an English speaking operator. You must call the Hotline with the number from the App.
Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
A
Rang
Benutzerebene 1
Thank you for your help.
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5
@adsahin01 And have you luck today, that you can made a ticket with an english speaking operator?
Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
A
Rang
Benutzerebene 1
Hello.
No luck.
The operator did not speak English and closed the phone to my face.
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5
@adsahin01 i am very sorry for this. I only can say. Please call again. There must a English speaking operator who try to help you.
Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
o2_Matze
Hi @adsahin01
Good News. A trouble ticket was created by our colleagues from customer service.
A technician will get back you to as soon as they get info from the local provider.
I left a note in your trouble ticket asking for an english speaking colleague if a callback is nessessary
Best Matze
https://g.o2.de/wcr
A
Rang
Benutzerebene 1
Thank you very much!.
I am too glad to hear that.

I hope the problem can be solved.

Thanks again.
o2_Matze
You are welcome. Please get back to us when there is an update concerning your trouble ticket.
Best Matze
https://g.o2.de/wcr
o2_Matze
Hi @adsahin01
Any Update from your side?
Are you back online? :-)
Best Matze
https://g.o2.de/wcr
A
Rang
Benutzerebene 1
Hello.

Last thursday the problem solved.
they told us that 1-2 months ago there was a construction work around our house. So the lines were damaged.

Thank you very much for all your helps.
o2_Matze
Hi @adsahin01
Thank you and you are very welcome.
Best Matze
https://g.o2.de/wcr

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