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Hi,



I have a 16 Mbps DSL contract with O2 since about 4 years ago. I was only able to get 12 Mbps in the past, but fine. The problem now is that, since a few days ago, I only get 3 or 4 Mbps. I've tried resetting the router numerous time, jiggling the DSL cable, and even did a factory reset of the router yesterday - still, I'm stuck at 3-4 Mbps.



I've just tried to call the hotline at 089787979400, but the guy that answered was unable to speak English to me and also refused to transfer the call to an English speaking colleague (I was under the impression you guys offered English support on weekdays, between 11 and 15 - has that changed?). So now I'm not sure what to do. This is a tricky issue to explain with my limited German skills, so I need to speak with someone who understands English. Any tips or advice?



Thanks.
Hello @andre.dorit,

I had a look at the connection and your DSL line. It seems to me that the router had a new synchronization a few hours ago and according to the data that I see you should recieve a download speed of roughly 13MBIt/s, can you confirm this?

If you encounter issues regarding the connection and a trouble ticket is necessary to be opened by our technical DSL team maybe you can call with a friend of yours who speaks german since we can not promise that you will reach an english speaking agent.

Regards,

Lars
Hi @o2_Lars,



Yes, that's correct. Looks like whatever the problem was, it sorted itself out a few hours ago. Thanks so much for looking into the issue and for the advice.
Hi @o2_Lars,



The problem is back since a few hours ago - I'm back to 3Mbps. Is there anything you can do from your end or should I call the hotline?
Hello,

I had a look at the connection and it still is still lower then before. In this case I recommend to call the DSL technical hotline to have a look into this issue since this is something that we can't fix here via this forum, sorry. :-/

Regards,

Lars

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