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DSL Störung

Z
Rang
Hello. On the 19th September I lost my DLS connection. Have been calling the customer support line, even chatting with the O2 Guru. Finally I was sent a technician to my place, 2 days ago, on the 24th September. The technician never showed up. I called a couple of times again to customer support, they said they need to wait for the technician's answer! What is this? Why can't you send another techinican to my place? I asked a day off from work to be at home and nobody came. Not a reply or feedback, why does the customer should have to suffer for this? If the techincian doesn't say anything back then you send another one. If I don't pay for my internet service on time what happens? I guess you cut if off no? So, if I pay it on time you should respect me as a good customer! I have been your customer since 2016 and now how long will I have to be without internet because the way you work is not efficient? Is it fair that I have to pay for that? Please help with this issue, I need internet as I am paying for it! If I pay for a service I want to use that service.
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Lösung von o2_Matze 17 October 2019, 20:44

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20 Antworten

Z
Rang
Still didn't receive any SMS as you said I would get one in 2 days max... Can I get an update on my case please? Thanks
Z
Rang
Called O2 customer support again, they say that there is no ticket from the technician, as he didn't show up. Can someone help me please?? This is getting ridiculous!
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5
@Zerathull sorry for the problems. I believe to 99.9% that there are problems at the DSLAM, but I want to know what router hardware you use. What is the status from the leds?
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
Z
Rang
Hello. Thank you for replying. My router is a Homebox 6641. The only LEDS on are the Power and WLAN.
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5
Unfortunately i can only recommend to call tomorrow again the DSL technical hotline 0800 52 51 37 8 and ask for the status from your ticket. Credit for the days you can’t use your internet line you can make over the community here.
Hope you don’t live in Hamburg or Berlin. The technican from the Telekom often don’t show up at the date. 😕
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
Z
Rang
Last day of my second week without internet. Tomorrow starts the third week. It's good that you acknowledge that the technicians don't show up, this seems a highly professional service! According to O2 customer service, a new ticket was raised with Telekom, and I was advised to wait for a new appointment from the technician. So far, nobody contacted me to set the appointment, no phone call, no SMS, nothing. It's very nice from O2 to throw the problem onto Telekom now, so that me, YOUR customer, have to keep contacting you for any updates. O2 should be pursuing this problem with Telekom on my behalf, showing that you care about your customers. This actually makes me feel abandoned by you. I shouldn't have to call every single day for an update. You should be on top of the situation and keep me updated. Everytime I call I get the same answer, wait, wait, wait, wait, you need to wait... I thought it's almost 2020, but feels like 1920...
Z
Rang
Called O2 customer support again, entering third week without internet service! The lady said they need to wait for a colleague to say it is ok to send a technician to my house. I asked her to contact that "colleague" and speed up the process. She says we need to wait for the colleague! This is getting even more ridiculous, the process takes so long when possibly all could be done in minutes! Can someone please raise a ticket and send a technician to my house?? I don´t have internet, I need internet, your service and your support are failing me. You have to take your customers into consideration! I want my problem fixed! Can you please speed this up and solve my problem? Why do we all need to wait forever? Please take action!
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5
@Zerathull did you have really no ticket number in the moment for your technical problem?
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
Z
Rang
No ticket number. I was told on the phone that they are waiting for a colleague to say it is ok to send another technician.
Z
Rang
So, today I had an appointment with technician. 1h and 15 minutes to end the deadline. 2 days I had to ask at work to be off. No technician so far... Ticket ID 7678014. Who is going to pay me for these 2 days??
o2_Lars
Benutzerebene 7
Hello @Zerathull,
I am sorry to hear that there is an issue with your DSL connection :-/
As far as I can see you already openeds a ticket witrh our technical DSL team, that was the right action to take. We informed the technical departement of the local provider to have a look at this issue.
It is not necessary everytime that the technician enters the flat itself, often it is possible to repair issues regarding the connection outside of the flat since the origin itself not always is located in the flat.
It seems to me that unfortunately the technician was not able to fix this issue on the first appointment. A new appointment already has been made, I am sure this issue will be solved soon, please excuse any inconveniences.
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
Z
Rang
Thanks for the reply Lars. Let´s see if this gets solved this friday. It's not fair that I have to ask day off from work 3 times because of something out of my control.
o2_Lars
Benutzerebene 7
I am sure this will all work out fine and the connection will be up and running :-)
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
Z
Rang
Ok, after almost one month I have internet back. Now, next problem. I was told on the phone I wouldn't have to pay during the time I was without service. Today the bill arrived, and I am being charged the whole month. I would like O2 to comply with what I was promised, and wouldn´t hurt if you could compensate me for the trouble, as I asked 3 times for a day off from work, to be at home waiting for a techinician that never showed up (the first 2 times), which made me lose about 240€. Who is responsible for this now?
Z
Rang

Hello? Anyone?

o2_Matze

Hi @Zerathull 

You will receives a credit note in the amount of 29,40 Euro which compensates

the basic charge during the disturbance from the 19th of Sep. to the 14th of october.

You will find the credit note on you next invoice in november.

Best Matze 

https://g.o2.de/wcr
Z
Rang

And I am back without internet once again! This is getting ridiculous and I´m seriously thinking about changing internet provider. O2 customer support agents on the phone are rude, and I may also add, a bit racist, as my german is not very good but still I try to explain the problem and just get hung up on by the agent. Only on the 3rd call in a row I could get an agent who listened to my problem. Still he said they would investigate. I need my internet back or I will definitely cease my contract with O2! Enough is enough!

o2_Matze

Hi @Zerathull 

I am sorry for this experience and i hope this will not happen again.

My colleagues from customer support told me you arranged a tec appointment for tomorrow between 2pm and 8 pm.

Please get back to us after the appointment and tell us if everything went as planned.

Best Matze  

https://g.o2.de/wcr
Z
Rang

Finally got my internet back. And again, the problem was not at my house, it was in the street. So far, I lost 4 days out of work to be at home waiting for a technician, whom didn’t even show up the first two times. Who can compensate me for the money I have lost so far?

o2_Matze

@Zerathull Thanks for the Update. You will get a refund for the days you couldnt use your Internet, 

but I am sorry, it is not possible to compensate you for the money you have lost. 

Best Regards

Matze 

https://g.o2.de/wcr

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