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I started a contract with O2 more than a month ago, and after two missed appointments with the technician (showed up only the third time, with no explanation why he didn't show up before), my internet was activated.



But it's been more than a month now, the router/modem is nowhere to be seen. I tried to buy an old modem online, but it didn't work. I called and online chatted with O2 many times, they kept telling me the router is on its way, but nothing for more than a month.



Finally I decided to terminate the contract, because there is no service, and they are charging me monthly fees. But they told me i cannot because it is past 14 days of the beginning of contract.



This is unbelievable costumer service, no service, no termination of contract allowed, no solution to the missing product.



At one point they advised me to get a modem myself, because of some "system failures" so the router cannot be sent, and they are not sure when it can be sent. I got a modem with VDSL availability, but now it still doesn't work. I tried to activate my service on 192.168.1.1, but the website is not available.



This is the worst experience I've ever had with an internet provider.
Dear qlei,

I can see, that you had contact to the technical support in the meanwhile. Was the technical support helpful?

kind regards,

Andrea
Yes, after a month and a half's struggle my internet is finally usable, but with a Fritzbox modem that I bought myself. The modem that was supposed to be sent to me is still nowhere to be seen....
Hello qlei,

I had a look into this.

We tried to send you the hardware in June, unfortunattely the hardware was returned to us.

I can see that you tried to reach customer care and arrange to resend the router to you but due to internal difficulties a new router could not be sent to you, I apologize forthat.

As far as I can see and since you are already using an own router a deleivery of an o2 router is not planned.

Regards,

Lars
Hello Lars, thank you for looking into the case. Yes, I've been in contact with multiple customer care representatives for many times, and no router has been sent to me. So now I've bought my own router and the internet has been working fine. HOWEVER, I did not receive any credits from the first month that I paid for and i received no service, as promised by multiple representatives. Also, I have an extra fee of two euros 2.93 EUR on my bill from O2 this month, for which there is no explanation in the Rechnung, and I believe it is the rental fees for the router that I did not receive.
Hello qlei,

I have sent you a private message.

Kind regards,

Giulia

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