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Hi,

all of a sudden my DSL connection is lost since Tuesday 20.11.2018. I have tried resetting the router many times, also tried with different router but it seems the DSL signal is lost. I have already runned o2 DSL Hilfe app, the result you can find under the number 816 740. Furthermore I runned the Fritz!Box diagnostics tool and DSL line test which says: “The DSL connection test was successful over the first 200 meters. A problem may be located on a further segment of the connection to your DSL provider. If the connection problem persists, contact your DSL provider.”

Let me know please what is causing the problem and how it can be sorted as a metter of urgency. Thanks in advance
Hello martintaylor,



have you already contacted our technical support? The number is shown in the app or can be found here under step 2. Please let us know if you have already got a ticket number from them.



Kind regards,



Giulia
Hello Giulia,

thanks for your answer. No I have not received a ticket yet, i’ve been trying to call a couple of times but always got the answer “not available at the moment, please try again latet”. Also i don’t speak German and as I learned from this forum it is really not easy to catch someone who speaks English so it’s better to report my problem here. Let me know please how to proceed.

Thanks
Hi i have exactly the same problem. Since 25th Nov my dsl connection is lost. would anyone from O2 please contact with me?
For such case every provider need a dialog with the customer in case of line interruptions. A forum ist too slow, if you like to get back internet before eastern.
Hi,

pls go ahead with the following steps:

- unplug the router for at least ten minutes and restart

- if you don't succeed: do a hardreset and install everything new

- check the cable if there is anything damaged

- call 0800-5251378 to order a technician

Please be aware to call by your mobile phone. My colleagues might check the line and interrupt the connection if necessary.

KR Manga
Hi Manga,

for your 1st, 2nd & 3rd advice I’ve already wrote in my first post that these steps were done many times also with a different (new) router and cables so that can’t be the issue. For your 4th advice I wrote that I can’t speak German and I can’t get through the line as English is not an option.

I visited an o2 shop over the weekend where I was told that if I need help in English I should share my problem at the English online community and here I am being told to call the German line.

Is it possible to sort my problem here in English or shall I restart my router and call the German line again?

Thanks
there is no alternative for

- call 0800-5251378 to order a technician
Hi, the number was called, the guy asked me for my persnal password from my contract. I quoted the exact same numbers which is written on my contract under ‘persönliche kundenkennzahl’. When he said it is not correct i just wanted to ask where i can find this number then but i had no chance because he hang up on me immediately!! The whole vonversation took about 5 seconds.. May I ask you then where I can find my password if the one in my contract is not correct? Thank you
Anyone please?
dear martintaylor,



I'll send your personal four-digit customer pin by mail to your contactaddress, so you can use it again.



kind regards,

Andrea

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