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DSL activation failed - What number to call?

  • 20 February 2019
  • 7 Antworten
  • 317 Aufrufe
V
Rang
Hello,

My DSL connection was supposed to be activated today, but despite being home all day, no technician arrived and I received an email that "Dieser Termin nicht zustande gekommen".

I need to call you to schedule a new activation, since my phone with you is a prepaid one, the normal Hotline is not accepted (my number is recognized as prepaid and the voice tells me to call the prepaid hotline). I can only call the prepaid hotline, but there they refuse to talk about DSL. Extremely frustrating.

How can I reach you from O2 prepaid in order to schedule a new technician appointment?
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Lösung von Ville L. 7 March 2019, 10:26

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7 Antworten

o2_Lars
Benutzerebene 7
Hello @Ville L.,
I had a look into this and as far as I can see you were already able to contact our customer service and arrange an new appointment for the technician.
If you try to contact our hotline with an o2 prepaid phone it may sometimes be necessary to suppress the phone number. In the o2 network you can do this by dialing "#31#" followed by the phone number that you want to reach.
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
V
Rang
I managed to get in touch via calling the Prepaid Hotline to which I could get through. However, first time I called the lady that answered refused to discuss DSL connections (in German, I can manage that), but second time I called later the day I managed to explain the situation and get connected to a DSL representative to schedule another technician appointment. No explanations was provided though why the technician did not show up the first time.

Regarding calling O2 from Prepaid numbers, I would not say it is "occasionally", but always required. There was no way getting through the automated part of your system if not calling the Prepaid Hotline. That is something called a serious bug. I appreciate sharing the workaround solution, but that is hardly something one can find online when help is most needed.

Best, Ville
o2_Lars
Benutzerebene 7
Hello @Ville L.,
I had a look into this. You had an apointment für today but as far as I can see the technician was not able to establish the connection, it looks like for example the bell did not work or did not have your name on it or maybe the access to the technical infrastructure in the house was not possible...?
You should already have recieved an email asking for a new pointment... :-/
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
V
Rang
Yes, we had an appointment today. The technician came and the access was there. The problem was that he did not find a signal from the Hausvertailer to our apartment, suggesting that the intra-building line was broken.

We are currently trying to get the Hausverwaltung to send a technician to check/fix this and only then it makes sense to schedule a new Telekom technician appointment. Don't know what is the problem as the previous owner had a DSL in the apartment.

So, very annoying, but nothing to do with you for the time being. Thank you for your quick concern 🙂 I'll probably still need to call your hotline to inform you about the situation though.
o2_Lars
Benutzerebene 7
Okay, thanks for thisi nformation . I left a note in your data regarding this issue so the DSL department knows why the activation did not take place.
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
V
Rang
The telephone lines are now fixed in our apartment and we are now waiting today for a new (3rd) technician appointment.

However, I have a bad feeling, since like first time when the technician did not show up and unlike the second time when he did, we have not received any confirmation SMS from Telekom about a scheduled appointment. Should they always send one if they are coming? Absence of one makes me think I'm wasting again 4h of working time waiting home for a no show.

Best, Ville
V
Rang
Please disregard the earlier message. Despite no SMS from Telekom, the technician arrived timely and now we have our internet connected. Thank you very much for your helpful responses!

Best, Ville

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