DSL Customer support in English

I am trying to reach the English support for a couple of days now with no success. The voice command menu is unpenetrable and if somehow I succeed I am not getting any support in English.

Is there a chat option? or a direct number?

@YFBerlin mobile or dsl problem/question? If dsl, you want to make a technical ticket?

Yes, this is what I am trying to do. I have disconnection problems with my router. 

@YFBerlin Make a pre ticket with the dsl App. Call between 10am and 3pm and ask for english speaken operator. If you have luck, you get someone. If you have a Fritzbox you can post the technical dsl information. I can look, if I can see something. Best regards.

Can actually the English speaking operator help with technical problems if we give the code?

I have installed the O2 DSL hilfe app and retrieved an error code (867248). However when I navigated through the helpline menu, that code was not recognized and I was sent to a German operator, who then transferred to an English speaking support, but they said they could not help with technical issues (DSL problem) and sent back to German operator. My German is very bad, so that didn’t work. I tried already 3 times and always they said no one in technical support speaks English.

The problem is yesterday I had asked a German colleague at work for help if the support did not speak English, but once I was redirected to English support, he went back to work (he was already just waiting for more than 5 minutes while I navigated through all the menus, plus 2 or 3 minutes waiting for the English support).

Follow-up question:

1. Can you please provide a direct number to the DSL technical support? (so if I ask a colleague he doesn’t have to waste too much time waiting)
2. Can I actually do this at work (given I have the O2 DSL Hilfe error code) or do I need to be at home? (I passed by an O2 store yesterday and they told me I needed to be at home, because of potential troubleshooting; not sure when I could make that happen, having a German friend coming to my place just for this...)

PS: it’s been now quite a few weeks without internet, I have an O2 Box 6431, and the DSL light just keeps blinking. I tried all disconnect and reconnect, even a hard reset of the router, and still nothing. Thanks!

Hi @Luso 

Please sent us a private Message via our o2_Support User (click here) 

and tell us your full name, email, full address , Date of birth and your customer account no 

and get back to us here in this thread and we will take a closer look,.

Best Matze  

Hi Matze,

Thank you for your reply, I have just sent a private message to the O2 support account above with the data.

Thank you. Could you be so kind and perform a full factory reset and re setup the router again? 

 You will find the reset button on the back of your modem. It is labelled with “Reset”. Press and hold the reset button with a pen for about 10 seconds. Release the reset button. Your o2 HomeBox is ready to be used again as soon as the Power-LED is on permanently. To set up your modem again: Connect your PC/Laptop with the modem via LAN-cable or via WiFi. Enter o2.box in your browser's address bar and follow the "Einrichtungsassistent" (setup assistant). You have to enter the 10 digit pin here, that we sent you with the order confirmation. Please note that the Wifi password will also be reset. You find the original Wifi password on the sticker under the modem

If you are still offline after that procedere please use the o2 DSL Hilfe App a second time (the error code 867248 is from Nov 21th and a bit to old for a troubleshooting)

and get back to us here with the new error code

Best Matze 

Thanks, will try. Is there however any other way I can get the 10 digit code? Was it sent with the modem? If so I don't think I have it.

Though I was trying to do it now and I don't get to that point where I am asked any code. I followed the instructions in the installation CD, but am stuck in the below screen. I cannot select any of the options on the left menu. Also after 30 minutes, the DSL light is still blinking, so I guess there is no connection. If by tonight it is still blinking I run the O2 Hilfe app again.

Hi again. I have done the reset as per above, and still no DSL signal, still blinking light. I have run the O2 help app again and got the error code: 709584

Hi @Luso 

Thank you. Our tec department will take a closer look, they will get back to you as soon as there are any news regarding your trouble ticket.

Best Matze 

Thanks you for your help! I now managed to book a technician to come next Monday and fix the line. Thanks

Hi @Luso 

We will keep out fingers crossed that the tec guy will fix your connection on monday. 

Please get back to us after the appointment and give us a brief update. 

Best Matze 

Thanks,

I actually meant this Monday, and indeed he went there and there was a disconnected cable in the building’s connection box. So now I do have signal in the router, but probably need to configure something else, so need to get a German friend to do the follow-up call (after the technician was there and fixing the connection, I ran again the DSL hilfe app and got the error code 195886; I do not have the 10 digit activation PIN, though it didn’t even got to ask me that, when I tried to run the setup CD from the PC).

@Luso you never get an email or letter „Willkommen bei o2“ In the Email Is a pdf with the Voip Pin. 

@Luso Thanks for your reply. I have jus sent you the order confirmation (the letter „Willkommen bei o2“) a second time via E-Mail.

Please check your Inbox (and Spam Folder too)  There you should find the letter Joe Doe mentioned. 

Best Matze