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No DSL routeur shipping information or activation

M
Rang

Hello there,


I have subscribed to a new DSL contract back in August to start on November 15th. I have an appointment confirmed for this Friday but have not received any routeur or any further information. 

I only received my contract and a document with my landline number (xxx685). I have tried to call the hotline but Im being told my number is unknown and I have not been able to log in to my O2 as I don’t have any log in details. 

I have tried to contact any form of customer service countless time to no help. 

Would it be possible to have assistance on this issue ?

Thank you! 

 

Edit by o2_Andrea: Due to data protection I edited the landline number

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Lösung von o2_Lars 3 January 2020, 10:01

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10 Antworten

M
Rang

Can someone help ? I cannot get any information from o2 via phone or the chat and I cannot login to my o2 as I never received any registration link. If I try to register, I am simply being told the number doesn’t exist even tho the line was activated by the technician already. 

o2_Andrea
Benutzerebene 7

Dear @mattmila ,

 

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

 

We currently have a tiny challenge for the shipping of hardware for new DSL customers. There are delays in shipping the hardware due to a problem in our logistics center. We are working on a quick solution. The router will be sent to you after the contract is active, you should then also receive a notification with the tracking number. Please be patient.

 

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.
M
Rang

@o2_Andrea Thank you for getting back to me! 

I finally received my routeur and activated my connection however I don’t have access to the online o2 portal at all. I am logged in using my email address here but I have never received any information and when trying to set up an account the number is unknown. It has now been 3 days. 

Is there anything you can suggest ?

o2_Andrea
Benutzerebene 7

Dear@mattmila ,

 

to take a look at your DSL contract I need your landline phonenumber and your four-digit personal customer key, to legitimate you. I'll write to you from the o2_Support.

 

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.
o2_Andrea
Benutzerebene 7

Dear @mattmila ,

 

it seems the contract has not been fully activated now. There is always a technical part and a systemical part. The technical part seems to work, because I see data usage on your number, but the systemical part is not complete. There is no contract visible and therfore you can’t use the o2 online portal. I’ll create a ticket for this issue for you. Please bear with patience.

 

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.
M
Rang

Dear @mattmila ,

 

it seems the contract has not been fully activated now. There is always a technical part and a systemical part. The technical part seems to work, because I see data usage on your number, but the systemical part is not complete. There is no contract visible and therfore you can’t use the o2 online portal. I’ll create a ticket for this issue for you. Please bear with patience.

 

Kind regards,

Andrea

Hey @o2_Andrea ,

It has been 19 days now and I have yet to hear from o2 about this issue. I was waiting to purchase a phone with a new contract but I will be forced to go to another provider as it seems I am not able to order a phone contract without having access my my online portal (and so benefit from existing customer prices).

Any news on this issue at all ?

Thank you!

 

o2_Lars
Benutzerebene 7

Hello @mattmila,

I had a look into this. Unfortunately the issue has not yet been resolved and is still being worked on. All necessary steps are taken that this will be fixed as soon as possibile.

All that we can do right now is to ask you for some patience, sorry :-/

Regards,

LKars

≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
M
Rang

Hello @mattmila,

I had a look into this. Unfortunately the issue has not yet been resolved and is still being worked on. All necessary steps are taken that this will be fixed as soon as possibile.

All that we can do right njow is to ask you for some patience, sorry :-/

Regards,

LKars

Hello Lars,

I appreciate your help but marking this request as solved is not really accurate.

I have been waiting for this for over a month now and my contract was set up back in August. I have absolutely no information being pro-actively shared to me (no email, no message ...) and I have to follow up randomly myself. 

How will I know when this is even fixed ? I don’t understand how I can have a working internet connection with no information on my billing whatsoever. 

I proved to be patient as you can see but it would be appreciated if you guys were actually communicating about this a little more. 

 

o2_Lars
Benutzerebene 7

Hello @mattmila,

I unmarked the answer, it seems to me this happened since there was no further answer for some time.

As soon as this issue is fixed you will recieve several emails containing information about your contract. At this time you will also finde all necessary information in the Mein o2 area on our online portal.

As long as this does not happen you will not be billed.

Regards,

Lars

≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
o2_Lars
Benutzerebene 7

Hello @mattmila,

I had a look into this, it seems to me that your DSL connection is up and running. So everything was solved to your satisfaction, I hope :-)

Regards,

Lars

≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋

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