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Internet not working after moving to a new apartment

N
Rang
Hello O2 team,
I moved into a new apartment on 31.05 and the Also took my existing connection along with me. The technian came and did his job and said the internet would start working in some time. But unfortunately it didn't. I registered a complaint and another technician came on 05.06 and said the problem is not from them. He even showed me "internet erricht" on his device. I called the customer care, Hotline, tried everything but still the internet is not working.

I use my own router and with this same router and same setting it was all working fine in my old flat for the past 10 months.
I am using TP-Link w9980b vdsl router. I tired the setting in VDSL mode in Vid number 7 and VID 11. My zugangsdaten also I entered it only by copy pasting it and I believe I can't go wrong there.
When I I called your technical support they are saying they can't help me. As I haven't taken one of your routers.

I request you to kindly help me in this regard.

Thanks
Madhu Nikaash, Yellapragada
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Lösung von o2_Lars 19 June 2019, 18:01

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20 Antworten

B
Rang
Benutzerebene 7
Abzeichen +1
According to the technical data on the TP-Link website, the device does not support G.993.5 / VDSL Vectoring and therefore does not conform to the interface description.
When choosing your own device, the customer must ensure that it complies with the interface description. Your device will not work with a VDSL vectoring connection according to standard ITU-T G.993.5.
o2_Lars
Benutzerebene 7
Hello @Nikaash,
as far as I can see you already were in touch with our DSL department. Has this issue already been solved or could your questions be answered?
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
N
Rang
Hello @o2_Lars,

Thanks for your reply. After @blablup (@blablup thanks for taking your time in explaining the problem 😃 ) pointed out an interesting point about the compatability, I decided to order a router directly from the O2.

For this purpose I choose the whatsapp portal and explained my entire situation. I specifically asked the person who was chatting with me to send the router to my friend's place as I am on a vacation for the next two weeks.

Now the next level of complications have started. Inspite of my specific request to forward the router, (please see the Screenshots of my conversation) they sent it to my current address which obviously failed to be delivered.

What kind of ridiculous service is this! Now, I am wondering whether I was actually speaking with a person or just a chatbot with no brains. Or was the message wrongly conveyed? I just asked them to send my router to my friend's address so that by the time I return from my vacation I can have internet at my home.
I am sorry to say, but the service especially in this situation is very terrible.
I am looking forward to get this issue resolved as soon as possible.
Mit freundlichen Grüßen
Madhu Nikaash, Yellapragada

1 Anlage
o2_Lars
Benutzerebene 7
Hello,
as far as I can se we sent a router to you on the 13th, that router apparently came back to us, a new router was sent to you just yesterday and according to our data should have been sent to the right address now.
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
N
Rang
Hello Lars,

I got the router from O2, homebox6741. I plugged it in and used the O2 dsl Hilfe app to get it running.

However, the internet is still not working.
This is totally unfair. On top of that, I am being billed wrongly. Your executive never told me anything about the Anschluss Preis for the Box and now I have been billed 49,99€ for it. Also another executive told that I would be charged the monthly bill as there was no internet but again that amount too was billed.
After all this, finally there is still no working internet at my house.
I request you to kindly revert these wrongly billed charges.

I am totally vexed up with this kind of service!!! Please provide me with a solution asap. If you cannot do anything, atleast please terminate all my contracts with O2 so that I can find a better service provider.
@blablup mentioned something about vectoring which made me order one of your router and turns out that this was not the problem.

Looking forward for some solution asap.
Thanks
Madhu Nikaash, Yellapragada
o2_Lars
Benutzerebene 7
Hello @Nikaash,
I had a look at your DSL connection and I can see that there were two (short) connections yesterday evening with the router that we sent you. This shows me that all connections to your flat are correct and it is not switched to another connection by accident.
Please make sure that the router is connected to the TAE wall plug only with the cable that was delivered, no extension cords or other hardware like for example a splitter.
If the connection to the internet is still not working, I recommend to contact our DSL technical hotline to open a trouble ticket fpr you. If you do not speak any german at all I suggest to call with a friend of yours who does so since we can not promise that you will reacch an english speaking agent.
We were informed that the connection was enabled on May the 31st and seeing the connection with our DSL router it looks right for me and I can see no error on the first view.
Since the activation took place the connection is being billed even if it was, for whatever reason, not used.
We also sent you the information regarding the conditions of the o2 Homebox via letter on June the 13th.
I am sorry but I have no possibility to change any of the bills.
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
N
Rang
Hello Lars,

I tried everything with the router. Rebooted it, checked the TAE wall connection but still there's no internet working at my place. When i tried with the DSL hilfe app, it's stuck at dsl synchronizing step and nothing is happeing beyond it.
I even opened a ticket and reported the same but without solving my problem, your team is simply closing my ticket (XXXXXXXXXX) . I am really very disappointed with the kind of service.
I have been an o2 customer in one way or the other for almost 6years and never before seen such an unsolvable problem.

I request you to kindly terminate my o2 contract immediately if nothing can be done from your side. I really hate to leave o2 but you leave me no other choice.
When i called the Kündigung vormarken number, they said they dont have the possibility to cancel my contract before the end date.
How is it even fair to charge me without providing any kind of service.
Regards
Madhu Nikaash, Yellapragada

Edit o2_Lars: This is a public forum, please never post any personal information
o2_Lars
Benutzerebene 7
Hello @Nikaash,
I had a look into this. Axccording to the ticket that was opened for you a techniccian is necessary to solve this issue.
Our technical department tried to reach you on the mobile phone to make an apointment for the technician but did not reach you.
Did you not recieve any calls or SMS from us?
After there was no feedback from you the ticket was automatically closed, sorry.
In this case a new ticket is necessary so I recommend to contact our technical DSL department.
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
N
Rang
Hello Lars,

As suggested by you, i created a new ticket, and yesterday another technician visitied my apartment.
Unfortunately, he couldn't figure out what the problem was and the internet is still not working. He said the problem might be with the o2 home box, which cannot be true as it's a newly ordered one. He left my apartment without fixing the problem and now i am again left helpless without internet.

I really sick of this kind of pathetic service from o2. It's too tirng to again speak to another customer care person and explain my situation all over again. If you can't do anything, then just relive me from your contracrs so that i can find another solution.

I request you to kindly escalte this situation and to give me a solution as soon as possible.

Regards
Madhu Nikaash
o2_Lars
Benutzerebene 7
Hello @Nikaash,
if I see this right you were already in touch with our technical DSL departement for a new apointment. It seems like the technician did not have access to the APL in your house so he could not perform necessary tasks?
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
N
Rang
@o2_Lars Hello Lars,

I had to take another appointment with the technician because earlier the person who came couldn't solve the problem. We told him where the APL line was, after checking it there, he even came and said he couldn't fix the problem there. He said he would come back again and abruptly left. I am really hoping this issue would be solved at the earliest.

I request you to kindly keep this issue open as I still don't have a working internet at my apartment even after almost 2 months.
Regards
Madhu Nikaash, Yellapragada
o2_Lars
Benutzerebene 7
Hello @Nikaash,
no need to worry, we will not simply close this thread.
Feel free to keep us informed regarding this issue.
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
N
Rang
Hello @o2_Lars,

Today an appointment with the technician was scheduled and no one showed up! I was waiting from 14 till 20, also came back from my work early. Is this some kind of joke to you!? I am really very frustrated with your service.

I DO NOT WANT YOUR SERVICE ANYMORE!! PLEASE CANCEL ALL MY CONTRACTS AND I WILL MOVE TO ANOTHER PROVIDER.

I haven't seen such a worse sevice anywhere before.
4 technicians, 2 routers, 47+ days of struggle, and N number of calls and messages and despite of all these I still have no internet at my place. This is not at all acceptable. I am not going to make another appointment anymore. Please cancel my all my DSL contracts effective immediately. If you cannot help me here, I am forced to look for another options (legal) to cancel my contract.

Regards
Madhu Nikaash, Yellapragada
o2_Lars
Benutzerebene 7
Hi @Nikaash,
sorry to hear that the apointment did not take place... :-/
I understand that this situation may seem quite frustrating. If you want to cancel your contract you can do so by fax or by letter, you also have the possibility to mark the contract for cancelation online and confirm this via the phone number that will be shown there. Here in the forum we can not accept a cancelation.
For further information regarding the ticket I can only recommend to contact our technical DSL service.
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
schluej
Rang
@Nikaash
Could you pleas check:
How does the DSL LED behave?
How does the Internet LED behave?
How does the Info LED behave?
Try to use a browser to acivate the HomeBox not the app.
As @o2_Lars has written there was a contact with the HomeBox so there is a lane...
Do not connect the splitter. The box should go directly to the TAE Plug.
If the DSL LED is on, the HomeBox has a connection.
Live long and prosper 🖖
schluej
Rang
@Nikaash In this case it is better to solve the problem than to get rid of the problem...
You can only cancel the contract at the end of the term.
I do not know the remaining term of the contract.
But I think that you do not want to be without internet until the end of the contract.
So we should try to get you online.
Live long and prosper 🖖
N
Rang
@schluej thank you very much for your reply.
Today i had another appointment with a technician. He said there is no problem with the line. After he checked the line and went, the internet is now WORKING!!

The internet led was neber blinking before today.

It's a very big relief for me and i am really happy that everything works in order again.

Thank you @o2_Lars for all your support from the past 2 months.

Regards
Madhu Nikaash, Yellapragada
o2_Lars
Benutzerebene 7
Hello @Nikaash,
I am glad to read that your DSL connection is finally working, please excuse any inconvenience. ☺️
I also arranged a credit for the time this issue persisted, you will see this on one of the two following invoices.
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
N
Rang
Hello @blablup, @o2_Lars

Update:
I tried using my old TP Link w9980b vdsl router and it turns out everything works fine. There isn't any issue with the vectoring as mentrioned by you.

In future, I request you to kindly check your facts before mentioning any technical suggestions. It costed me to order a router from o2 (9,99€) and also pay the rent for 3 months depsite having a good working and function device.

All it needed was to configure the internet using o2 dsl software suite and it works on any device, like suggested by @schluej.

I am taking my time here to post this update so that in future, it would be helpful for user who are planing to use this specific device.

Regards,
Madhu Nikaash
B
Rang
Benutzerebene 7
Abzeichen +1
We can only read the technical data officially published by the manufacturer of your device. ITU-T G.993.5 (VDSL2 vectoring) is not mentioned there. That is the fact. If the data published by TP-Link is wrong, it's not my thing. It's up to you and not me or o2 to make sure that your own device complies with the interface description.

Can you please provide a screenshot of your router's menu where we can see the VDSL standard actually used for the connection?

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