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Low Signal / Base issue

L
Rang
Hi

I reported this yesterday on Twitter, but I was asked by the O2 Twitter team to create a topic here.
For over a month now (I would say almost 2), the signal in my area (10715) dropped, from full 4G, to super low GPRS or EDGE, resulting in:
a) Null connectivity for internet.
b) When it picks up Edge, internet is so slow, worse than dial up.
c) Phone calls not reaching my number
d) If the phone call makes it through, drops after a few seconds.

According to the Live Check in the app, there are some issues, O2 is aware of them but I haven't seen progress or actual solutions.

Do I get any compensation because of this failure? Don't think so. Is it fair to pay monthly for a service that I'm not getting?

Based on that, is it possible to cancel the contract and look for another -and working- alternative?

My 24 month contract is due on Oct this year, but still.
Is either that or a discount for the amount of time with no service.

Thanks


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Lösung von o2_Tobias 22 February 2019, 15:20

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17 Antworten

o2_Andrea
Benutzerebene 7
Dear @leonpanda ,

First of all, welcome to our forum. Nice that you have found the way to us. :-)

I can see that there are several issues on base stations around your home. I'll write a private message to you from our o2_Support.

Do you have any questions about using our community? Then take a look at Dein Einstieg in die Community . There you will find all the information you need!

Kind regards,
Andrea
Hat dir eine Antwort hier in unserer o2 Community weitergeholfen? Bitte markiere den Beitrag als Lösung damit andere Nutzer schneller Lösungen zu Fragen finden können.
L
Rang
Hi

I just replied.
Service are not disrupted in both 10715 and 10783.
Thanks
L
Rang

1 Anlage
o2_Tobias
Hi @leonpanda,

thanks for your patience.

I just wrote a private message from o2_Support to you.

I hope I could help you with this information.

Loving greetings,
Tobias
Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
L
Rang
No you didn't. So now next step is sending a cancellation letter and revoking the DD 🙂
o2_Tobias
Hi @leonpanda,

thanks for your quick reply.

I regret that you like to cancel your contract.

Please write a cancellation letter to the following address:

Telefónica Germany GmbH & Co. OHG
Kundenbetreuung
90345 Nürnberg

The cancellation department will check then the end of your contract.

Thanks a lot.

Loving greetings,
Tobias
Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
o2_Tobias
Hi @leonpanda,

we received your cancellation letter.

Our cancellation department will check everything and will send a confirmation to you as soon as possible.

Thanks for your patience.

Loving greetings,
Tobias
Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
L
Rang
Many thanks for the heads up about receiving the letter 🙂
L
Rang
Hi
When am I getting a written answer? Sent the letter over a week ago.
Thanks
o2_Tobias
Hi @leonpanda,

thanks for your reply.

I just checked your data. A response letter is on the way since yesterday.

The letter will arrive at your contact address within the next few days.

Thanks for your patience.

Loving greetings,
Tobias
Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
L
Rang
Service is still unusable , and yet no solution

1 Anlage
L
Rang
Hi

So far, I've already spent around €17.50 (£15) because I topped up my British Number in order to use Roaming with working Data because simply O2 does not WORK. Today I spent €15 more, topping up a prepaid Vodafone Sim Card to use 2gb of data. I Shouldn't be paying outside of my contract for a service that you're supposed to deliver. It's not fair, and it's not right. I asked to cancel my contract, early, and despite the fact that it's cancel, it still runs till November, meaning I'll have to spend more money per month to use the service that I'm already paying to use O2.
o2_Tobias
Hi @leonpanda,

thanks for your reply.

I regret the inconveniences concerning your network.

As you see in the screenshot, the technical works will continue until approx. 29th April 2019.

Therefore, I ask you for further patience.

Loving greetings,
Tobias
Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
L
Rang
Are you kidding me?!
MORE PATIENCE?!
Oh the nerve!

I'm reporting this to Verbraucherzentrale, my patience is OVER. And I'm also revoking the Direct Debit.
o2_Tobias
Hi @leonpanda,

I just have sent a private message to you from o2_Support.

Loving greetings,
Tobias
Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
L
Rang
since my PM message is locked, I need to get my number released to port it today to Vodafone.
Thanks
o2_Tobias
Hi @leonpanda,

thanks for your message.

Your mobile phone number is now free to be ported to another provider.

Please contact now your new provider and order an early porting of your number.

We will charge you for the porting an amount of 29,95 €. Until the deactivation of your contract, you will receive automatically a new o2-number.

Loving greetings,
Tobias
Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.

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