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My O2 DSL internet stopped working since a month and it's not fun !.



Well, it's getting disconnected frequently, like around 10 times in the evening while watching TV. My bad luck, I reached out to O2 customer care and planned on the occasion of the disconnection issue. No one showed up. Again called customer care and made another appointment. No one showed up.

I called customer care for the 3rd time and this time one customer friendly care person. I'm in it, I'm losing it, the only issue is disconnection. He said everything wants to be fine and he wants to call me back in 10 minutes. That's it, my internet is gone, no more DSL light is on again. And of course, he did not call me until today.



Again called customer care and scheduled to arrive for the 4th time, I was told that the technician had come to the third time near my building and checked the line from outside the building and went back. He probably did not understand that. May be a shy person and did not want to enter my apartment.



Anyway, 4th time the Deutsche Telekom technician showed up. Not really, he says that the Deutsche Telekom line is completely fine and problem ought to be with the router. I borrowed a Deutsche Telekom router from my colleague and tried to connect, no luck, it did not accept the username / password provided in the O2 contract. Customer care says that O2 DSL, of course, O2 is very special.



And then starts my countless no. Of calls to O2 customer care and finally a great guy decided to send a new router after completing all the procedures for 1.5 weeks! Everyone promised they will get back but they did not.

Received a new O2 router today and tried connecting it. The only progress is that DSL light is flashing and I am stuck on `start page`. It suggests to check the cable to router.



Again I call the O2 customer care, tried resetting the router, no luck. And they have another appointment on next week Tuesday with Deutsche Telekom technician. Seems like I'm doing home office while it's not easy with my mobile phone. Seriously, is this how O2 treats their customers? I am very disappointed and I can not believe this child of customer support from O2.



My customer number: xxxxxx, if there is anyone who can suggest my solution, please let me know. Canceling contract wants to be the next option. Of course.





Edit o2_Flo: Personal Data anonymized.

...
@Joe Doe You are absolutely right. As I said earlier, it was another useless appointment where no one showed up and O2 didn't give a damn about it. I am DONE talking about it and waiting for the appointment. I can't hope for anything from O2 anymore. But I am being charged as well for the damn connection now.



In case you would like to know further updates on another thread, here it is, just for additional fun : https://hilfe.o2online.de/english-o2-community-43/dsl-not-working-499551#post1901640
Finally, O2 sent me a confirmation on the cancellation of my DSL contract as of today.

"schade, dass Sie Ihr o2 DSL-Produkt nicht länger nutzen möchten. Wir bedauern Ihre Entscheidung sehr und bestätigen Ihnen die Kündigung zum 29.08.2019."



However, I am being refunded only from 22.06(date of reporting) until 09.08 because the ticket 7618019 was closed on 09.08 even though my internet issue was not fixed.



I sent my cancellation request on 06.08 and I got a confirmation about the contract cancellation today. Please someone from technical support create a ticket for me from 09.08 since you can check that I didn't make use of your internet even after 09.08. And why would O2 close the ticket while the issue isn't fixed?

@o2_Manga @o2_Flo please.
If your contract is canceled at 29.08.2019 no one will help you...

You are not a customer of O2. Why should any one open a ticked??
Hmmm, I would also ask myself. Why would O2 close the tickets twice while the damn issue is not even close to getting fixed?
One can say everything they like to. But O2 can certainly verify that not even 1 KB of their internet was used since more than 2 months. Still they closed their damned tickets that I opened for fixing my issue and now I am responsible for not opening a ticket for the 3rd time while no one showed up for any of the appointments and wasted so much of my precious time.



This kinda treatment can be experienced only with world class customer service provided here. This entire thread is a proof for that.
If your contract is canceled at 29.08.2019 no one will help you...

You are not a customer of O2. Why should any one open a ticked??

Because someone I chatted with O2 customer service asked me to reach out to technical support to open a ticket so that he could refund me the amount for entire duration. Well, if the O2 wants to be fair to their ex-customers, or rather any fellow human beings, they can prove it by doing so. Otherwise, I know it, you know it. It's being unfair for charging me for something that I didn't make use of because it was never provided to me since I reported the issue.
Hello @RamRag,

I had a look into this. As far as I can see there were two tickets openend for you. The first one was closed because we sent a new router which was deemed the possible reason for the disconnect.

A second ticket was opened and later closed automatically since we recieved no further information or could arrange a new apointment with you.

From this date on we had no possibility to see wether there was something wrong with the connection nor recieved further information regarding this.

The cancelation department checked if it was possible to grant a refund for the time that there was no open ticket but unfortunately did not have the possibility to do so.

We also can not open a new ticket and date it back to a prior date, this is impossible for several reasons.

If you also recieved a router from us I recommend to send it back to us free of charge using our DSL logistics portal.

Regards,

Lars
Hi @o2_Lars ,

Thanks for looking into it. Looks like the refund is approved for the duration when tickets were open atleast. I received an email with following message few days back.

"

Lieber o2 Kunde,

wir haben Ihr Anliegen geprüft. Da für uns Ihre Zufriedenheit im Vordergrund steht, haben wir Ihrem Kundenkonto 6053062997 am 31.08.2019 den Betrag von 47,69 EUR gutgeschrieben.



Freundliche Grüße

Ihr o2 Team

"



Now, would it be credited to my bank account since my customer account would no more be used? Could you please let me know ?
>A second ticket was opened and later closed automatically since we recieved no further information or could arrange a new apointment with you.



How could the ticket be closed without me or some technician confirming that the issue is resolved. I was not contacted by O2, no one called me, no emails. It was too late anyway since I was tired of waiting and I had sent a contract cancellation request by Aug 6th. Why would I open another ticket after sending a contract cancellation request?
I have sent both the O2 routers I received yesterday.

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