Frage

Cancellation of DSL contract due to constant technical issues


Hi, 

I am now working from Home more often due to the current Corona virus pandemic. I have the DSL connection drop out on me anywhere between 4-10 times a day, during conference calls, while using our cloudbased telephony to clients and during document work while connected to our company server. I now would like to cancel the contract with O2 but am told this is not possible until 2021 now. What are the rights for cancellation due to these constant technical failures? 

Thanks 
Richard 


15 Antworten

Benutzerebene 7

Hello @Worrow78 and welcome to our o2 community :-)

 I am sorry to hear you encounter issues regarding your DSL connection. I am sure you already contacted our technical DSL department regarding the possible dropouts in the connection? 

Have you already tried if this also happens if you connect your computer via a LAN cable to the router?

How do the LED in the router react if you drop the internet connection on your computer? Doies it also happen to just one divice at a time or does it impact any device on the same wifi network?

Regards,

Lars

The answer you have posted here is irrelevant to the op question.

 

ı have the same problem everyday. Impossüble to play games, watch movies without interruption. And the wost is when you need the connection to be stable which is asking a lot from o2 apperantly, it always fails.

 

ı have this issue since months. No one came to check, no one is reachable by phone. 
 

The questions you asked as a reply is another form of how to stall people on the phone with irrelevant menus and options.

 

O2 is the worst desicion i made. I am looking forward to the date when my cancellation window opens. Worst company ever. Whoever asks i will always share experienced like these and try my best to keep them safe from you in the future

 

Hello @o2_Lars, Yes we have contact support previously but I don't have time to call 3 to 4 times a day to resolve this issue as most times there is a significant wait on the call.

Most times when this happens the modem ends up with 2 flashing green lights, before appearing to reboot and re-connect.

Connecting to the Modem via LAN is not an option. Modem is downstairs, office is upstairs and yes i have worked from downstairs and the same drop outs happen (I have had one while writing this post)  and as far as I can see there is no active email support where I can log the issues. I have to work from home and just cannot spend time every day on a call. I also cannot have this happen on conference calls, this is a big problem for my work. 

So is it possible to answer my question about my cancellation right due to these constant failures of service ?

Thanks
Richard    

Good afternoon @o2_Lars
Today I have had the internet service drop out 12 times, thankfully only once on an internal conference call, but all the same very frustrating. Because of this issue next week I will need to attend my office as I will be both involved in and attending a virtual event and cannot rely on the internet that O2 is providing. This is also very frustrating especially given the current Corona situation and now having to put myself at risk, just because I don't have a reliable connection. 

My next office day will be Thursday and I will now be posting every time I get a drop out of connection onto the forum. 

I hope that something can be done and that you can answer my original question regarding my cancellation rights for the multiple failures in service 

Regards

Richard 

Benutzerebene 7
Abzeichen

@Worrow78 First. Did I understand it right, that you have two or more TAE box in your apartment? If yes than I think this is your problem with the instabile VDSL line.

And @Worrow78 and @mehmetveli What Router you use? Hope no o2 Homebox. 😚

@Worrow78 If you have a stable internet connection with LAN cable, than you have a WLAN problem.

What you could try:

Go to the configuration page of the homebox.

Navigate to WLAN an change the name of the 2,4 or 5 GHz network.

Some time it helps.

Or buy a Fritzbox 7530 or 7590. Much better WLAN. You will get very help fuel diagnostic information.

The 7530 is a nice price / fetcher you will get it for about 110€. If you send back the homebox u will not longer pay for it. And with the newest Software she could speak English. And if you will leave Germany you will get a nice price on eBay for it! 

 

Benutzerebene 7

Hello @Worrow78,

the short answer to your question, if there is a possibility to cancel this contract to an earlier date right now is: No.

If there are issues with your DSL conenction please get in touch with our technical DSL team so we can improve or solve this. As far as I can see we already recieved your cancelation a while ago and you were informed about the date that the change will take place.

Having a look at your DSL connection there was no disconnect within the last days, can you confirm this?

Regards,

Lars

Thanks for your answer @Joe Doe  yes i do use the O2 box provided by them as on sign that was there recommendation. The router is plugged into one TAE box there are no other TAE boxes used through out the house so don't understand why using one would cause it to be unstable ? 

Perhaps if the O2 hombeox is bad O2 would provide a replacement ? They would be able to detect if this is the problem no ?

Thanks for the suggestion @schluej I may look into a new router and to answer your question even with the comoputer connected to the LAN it cuts out. So it is not a LAN or WIFI problem but the line. TOday so far has been good only 2 drop outs. I will be once again working from home over next 2 days so interested to see how it goes.  

Hi @o2_Lars
Thanks for answering the questions from the start of the thread. I will now try your suggestion for the  technical team to help solve the issue.  
Can you please provide me with an email, chat or @link for the technical team. With my work it is not convenient nor conducive to spend a long time on the phone and would prefer to contact this way (plus the dropouts have affected the phone line as well, go figure). hopefully they can fix the problem. 
Can you also please advise me on the procedures O2 have in place for escalating any technical issue should it not become resolved 

Thanks
Richard   

Benutzerebene 7
Abzeichen

@Worrow78 if there is more than one socket, parallel wiring can lead to massive problems. Therefore i have asked. The o2 Homebox is good for elderly people. If you make Home Office and so on the o2 Homebox is not a good choice.

Hello @Joe Doe, Will check out the other TAE boxes and see if they are operational. I know when we moved in the O2 technician shut down one to the top floor (previous tenant was Telekom customer) and had both upstairs and downstairs wired. Will check the middle floor. Would you recommend up upgrade from O2 is they offer it for the router ? Or are they all bad and I should just invest in a 3rd party router ? 

Thanks

Richard 

Benutzerebene 7
Abzeichen

@Worrow78 Stongly recommend like @schluej to buy a router by yourself. For example Fritzbox 7530 (110 Euro) or Fritzbox 7590 (190 Euro) 

You get support from o2 and you can switch to English system language. 

https://hilfe.o2online.de/english-o2-community-broadband-dsl-70/configuring-a-fritz-box-for-o2-dsl-and-change-the-system-language-to-english-spanish-etc-539660

If you switch to a rent Fritzbox 7590 from o2  (cost 5,99 Euro monthly rent) it can been that you must pay a onetime fee from 59,99 Euro.

Benutzerebene 7

Hello @Worrow78,

we have an overview where you will find all possible ways to contact us. In case of DSL issues I suggest using our WhatsApp service.

Regards,

Lars

Hello @o2_Lars,

Thanks for the reply, I have now upgraded to my router to the Firtz box 7590 recommended by @schluej & checked for a parallel TAE box in the middle floor as per the suggest of @Joe Doe to make sure the should be no interference (looks to have been shut off by the engineer from O2 when he did the top floor). Thanks @schluej and @Joe Doe:

I am still experiencing drop out of the line. You suggest the whats app group as contact. Can you let me know if it it the bottom one of the below, the link you sent does not specify any as being a whats app group. 

Kunden-Hotline
089 78 79 79 40 0 *
Mo.-Fr. 7 - 20 Uhr
Sa. 10 - 18 Uhr
Auslastung prüfen
Bestell-Hotline
089 78 79 79 40 9 *
*zum Festnetzpreis
Mo.-Fr. 8 - 20 Uhr
Sa. 10 - 18 Uhr
 
Prepaid-Hotline
0176 88 85 52 82 **
**gemäß den Tarifkonditionen
Mo.-Fr. 7 - 20 Uhr
Sa. 10 - 18 Uhr

  Thanks 
Richard

Benutzerebene 7
Abzeichen

@Worrow78 can please post a screenshot from the Fritzbox Internet/DSL Informationen/DSL (incl. DTU errors) 

@schluej and me are strongly interested in your line parameters. Thanks

Deine Antwort