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Hello O2,



Like most of people here I am new to Germany. I am at Heidelberg. I have signed a contract with O2 on 4th May 2019. The technician arrived was supposed to arrive on 22nd May to activate the line which he did not, however, my local O2 shop called and said that he did arrive and asked me to setup the device as per instructions.



I followed the instructions to the letter and I was not able to connect to the internet. My friend who spoke German called the O2 customer service and we were told that O2 was having some issues and were asked to call on the 23rd May the following day. I went to my local O2 shop who gave me an O2 number and said that O2 will be able to provide English services if I requested. I did as he asked and after multiple attempts where O2 would just hang up on me the technical department said that the telecom technician did not activate the right line and fixed me with an appointment for 29th May for the technician to arrive and fix it.



Surprisingly, the technician did not show up. O2 from 30th May would then take my calls and transfer to the technical department who hung up on me rudely more than 3 times before even I had the chance to explain the situation. I went back to my local O2 dealershop who helped me translate the problem but I was told that I need to find someone who speaks German to talk with the technical team.



My friend called them and the O2 technical team said that they will give this the highest priority and fix the issue. They have stopped billing me since I don't have internet connectivity. But my problem is unsolved. If O2 has given the high priority to my case when will it be solved ?



I have done EVERYTHING I have been asked to do. Also, since the technical team has stopped speaking to team and hang up everytime, I don't seem to have any choice left but post my query here. Is there a possible solution in the horizon or should I not have internet because O2 customer service does not like to solved problems judging by so many bad reviews the company has got in Germany ?



Information that might be useful

I have Home M flex WLAN Home box 2

All lights are green and stable except Internet which blinks. No landline.



Kind regards,
Dear @Amartya ,



first of all, welcome to our forum. Nice that you have found the way to us. :-)



As far as I can see you had several telephone calls with our hotline and there is a technician target date tomorrow. So we have to wait what the technician finds out.



Do you have any questions about using our community? Then take a look at Neu in der o2 Community? Die wichtigsten Funktionen und Hinweise auf einen Blick. There you will find all the information you need to use!



Kind regards,

Andrea
Dear @o2_Andrea ,



Thank you for replying, while yes the technician appointment is scheduled but since 22nd May 2019 the technician has failed to arrive/ resolve the problem, so forgive me if I don't put too much hope in this matter. Also, the fact that O2 closes tickets before finding out if the problem is resolved. I have faced so far nothing but false promises from the company and on many occasions rude behaviour from the technical department which is totally uncalled for. I have been nothing but polite in all my communications and I am reaching to the limits of my patience in dealing with zero internet connectivity.



Kind regards,

Amartya
Hello @Amartya ,



so far, I have not received further feedback from you, has your concern been resolved by the technician on June 18th?



Kind regards,

Andrea
Hello @o2_Andrea ,



The signed a form given by the technician which stated that the problem was resolved and my ticket number also mentions that, that is why I had not stated it here.



Yes, the problem has been resolved finally.



But that does not excuse O2 technical team for their rude behaviour on multiple occasions.



Best wishes,

Amartya
Hello there!



We can´t listen to the conversations, I´m afraid.

Rude behaviour is of course nothing that should happen, I´m sorry to hear that you´ve made such bad experiences.



Did you have the oppertunity to rate your experience via Mail or SMS?



Viele Grüße,

Kurt
Hello,



Yes I did that.

Best,

Amartya

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