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Cable to DSL ended up with chaos and No Internet

R
Rang

Hi

I recently requested to change my Cable Internet to DSL but it brings No Internet and chaos. 

I raised this request on 23rd Feb 2024, this was 250Mbps DSL line and the activation was supposed to happen on 8th March 2024. On 8th march 2024 I came to know that activation was not successful due to speed limit. Even though O2 website shows 250Mbps is possible for my address. 

I raised another request on 8th March 2024, this time it was 100Mbps DSL line. Now this was supposed to activate on 25th March 2024 where Deutsche Telekom Technician visiting on 25th March. The Technician arrived and he tried to provide the connection and ended up with No Connection where he said there is some issue with my line. This needs to be fixed by House Owner then they can provide the new DSL connection. So I requested my House owner for the same. In the meantime my cable internet has been deactivated on 29th March 2024 Morning and stating my DSL connection is activated. But I do not have any active DSL connection to my house. Now with no internet and no support to fix the existing cable connection. Not sure how this can be sorted. I need O2 to help asap.

 

o2_Giulia, 30.03.2024, 16:48: verschoben von DSL, Kabel & Glasfaser zu English O₂ Community: Broadband & Landline

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Lösung von Joe Doe 30 March 2024, 15:38

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16 Antworten

R
Rang

Now The line between APL and house is fixed but still no internet on DSL. I need a technician to check this. Kindly help at the earliest.

schluej
Rang

Moin,

the router gets a sync?

Live long and prosper 🖖
R
Rang

Less

the router gets a sync?

If the question is about DSL router then answer is No. 

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@reacharts What router you exactly use?

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
R
Rang

I am using TPlink vr2100v. I am using the option called o2 vdsl uber Telekom with vlan id 7. 
 

i dont think the issue is with respect to router. 

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@reacharts I just wanted to make sure that a suitable router was being used. We have had people who wanted to use an ADSL only router and were surprised or complained that they were not getting (V)DSL sync.

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
R
Rang

@Joe Doe understood. Thanks for your help 

o2_Giulia

Hello @reacharts,

welcome to our o2 Community 😀

Unfortunately, I don't know much about your router and I only know many users here in the community who had problems with this router model. Do you happen to have the opportunity to test a different router on the connection?

If the DSL line in the house has been repaired by your landlord meanwhile, please contact our English hotline and report the outage so that the line can be checked again by a technician. You can reach the English hotline on 089-666630081 (Mon. - Fri. 8 am - 8 pm, Sat. 10 am - 6 pm, on workdays)

Best regards

Giulia

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R
Rang

Hello @o2_Giulia, yes I understand that I can connect with English hotline number but I am with no Internet due to the long holiday from yesterday. What should be the next step? Can I get a resolution for the time period? 

o2_Gerrit

@reacharts,

that is unfortunate, that the DSL line in your house is not working right now.

If you have a mobile plan you can create a hotspot, how to do this you can see in our instructions if you translate that page into english.

Best Regards,

Gerrit

R
Rang

Guys, this is insane. Then Why would I pay extra for home internet if I have mobile plan. And who is going to pay for the data used in mobile. This I didn’t expect from an organised customer care.  

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@reacharts Did you have an o2 mobile contract? If yes, the hotline can you book a free 200GB data package as long your VDSL is not working.

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
R
Rang

Please close this thread as the reported issue is fixed. 

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@reacharts How the problem was solved if I can ask?

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
R
Rang

I have another socket at home and fortunately it’s connected. When I tried with the credentials it’s working. 

o2_Ines

Hi @reacharts, I'm very pleased that everything is working now.

Thank you for writing to us what the problem was. This will definitely help some users. 👍🏻

Kind regards, Ines.

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