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  • 11 February 2020
  • 7 Antworten
  • 240 Aufrufe
S
Rang

Hello Team,

 

We had an electricity outage at home recently and since then we have no internet at home; our router has  a blinking green light. We used the o2 DSL app and our number the app gave us is: 335 691.

 

Could you please kindly help us?

 

Thank you,

St_Andres

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Lösung von Joe Doe 14 February 2020, 12:12

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7 Antworten

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@St_Andres with the ticket number you must call the o2 Dsl technical hotline. The flash light show what you don't have a dsl sync.

-> 08005251378

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
S
Rang

Hello Joe,

 

Thank you for the tip.

I tried to call this number, but it is not a valid telephone number.

Is there another one I can call?

 

Thank you,

St_Andres

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@St_Andres this is the valid number for a dsl technical ticket. I think you use foreign mobile phone card? The o2 0800 only works with a German mobile number.

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
S
Rang

@Joe Doe I have a German mobile phone number. Maybe because I am not inside the country at the moment.. I will try to call again tomorrow then

 

Thank you!

o2_Andrea
Benutzerebene 7

Dear @St_Andres ,

 

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

 

I see that you already called our technical hotline on Saturday and a ticket was opened for your case. However, this has not yet been finalized. So please be patient, the colleagues are working on it.

 

Do you have any questions about using our community? Then take a look at Neu in der o2 Community? Die wichtigsten Funktionen und Hinweise auf einen Blick. There you will find all the information you need to use!

 

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.
S
Rang

Hello Andrea,

 

Thank you for the reply.

 

Indeed, I have managed to open a ticket with the technical team; I have an update to call them back.

At the moment I do not know if the problem is solved since I am not at home, but I would like to share my experience with the hope that this will improve the overall service.

  1. When a non-German speaker reaches calls the automatic reply technical line 08005251378 is impossible to reach a technician since the recorded message is only in German. It took me almost 3 tries to get to the technician on the other side of the line (I was pressing random keys since I do not understand the automatic message if not in English) in order just to get a ticket that it obviously it doesn’t solve my problem.
  2. As a reply to the ticket I got a request to call the technical team back. I am not sure how this will solve the problem; we already checked that PowerDSl light on the router is blinking green, so I am not sure what is the reason to call back afterall.
  3. Please consider not charging the customer until the technical problem is solved; I am paying a bill every month and it is since the beginning of February that I do not have internet at home. Will there a credit invoice for all this time that I do not have internet at home?   

I apologize for the strong language, but I am sincerely considering terminating with O2; it should not be such a problem to solve a technical issue in mre than 15 days now..

 

Thank you,

St_Andres

o2_Andrea
Benutzerebene 7

Dear @St_Andres ,

 

these call backs to the technical team are for making a technical appointment. If you don’t call back within 96 hours the ticket will be closed and you’ll have to call the hotline again. :confused:

 

Kind regards,

Andrea

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