Frage

DSL activation - no need of technician


Dear community and O2 workers,
I hope you are warm and safe. The O2 forum is my last chance to get help.

I am a brand-new O2 DSL customer. I eventually succeeded to get the modem. My home line does not need the technician for the activation as O2 confirmed via SMS. The line has officially been activated since yesterday.

I followed the activation steps but I failed to surf the web.
I asked the local shop for help. The shop gave me a number to call, but it is German-speaking. Also, I do not know my phone number.

Here follows the "Diagnose" report via fritz.box. A symbol (V for OK, X for KO, ! for warning) is added at the beginning for each test.

Any suggestion is welcome.
All the best,

################################################################################

V
FRITZ!Box 7490
FRITZ!OS 07.01, FRITZ!OS ist aktuell

V
FRITZ!Box-Anmeldung
Mit Kennwort gesichert

V
LAN
LAN 1 LAN 2 LAN 3 LAN 4
LAN 1, LAN 2, LAN 3, LAN 4 im Power Mode

V
WLAN 2,4-GHz-Frequenzband
Funknetzname: FRITZ!Box 7490
Gesichert, aktuell kein WLAN-Gerät verbunden
WLAN 5-GHz-Frequenzband
Funknetzname: FRITZ!Box 7490
Gesichert, aktuell 1 WLAN-Gerät verbunden

!
DECT
aus

V
USB-Geräte
kein Gerät angeschlossen

X
Internetverbindung
IPv4: nicht verbunden
IPv6: nicht verbunden

X
DSL-Verbindung
DSL Verbindung unterbrochen
Hinweis: Führen Sie den DSL-Leitungstest aus.

!
Rufnummern
Keine Rufnummer eingerichtet oder aktiv

V
Heimnetz
1 Gerät im Heimnetz, 0 davon online

V
WLAN-Umgebung 2,4-GHz-Frequenzband
9 WLAN-Netze auf demselben Kanal aktiv
keine WLAN-Netze mit demselben Namen
WLAN-Umgebung 5-GHz-Frequenzband
keine WLAN-Netze auf demselben Kanal aktiv
keine WLAN-Netze mit demselben Namen

################################################################################


16 Antworten

Moin Moin,

you have no DSL connection.

The Fritzbox has connected to the Phoneline and DSL Port?

If yes you have to call O2 Service.

Hey, thanks for the prompt reply!
1- Where can I find the phone number assigned to the phoneline?
2- How can I get assisted by an English-speaker operator?

Thanks in advance,

Best

Benutzerebene 7
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@anoneng Your landline number you find in the pdf from the email „Willkommen bei o2“ If you call the Hotline ask for an english speaken Operator. If you have luck you get someone.

But again to the question from @schluej . Have you really connect the grey dsl cable at the grey dsl Port from the Fritzbox and the other end at the TAE connector box?

Thanks for the feedback!

Yes I did. Grey cable from grey DSL port to TAE.

My problem is: how to get from the registered voice to the English-speaking perator? Is there any website where I can find the words the registered voice is saying? At least I can help myself with an automated translator.

As far as I got, I should:
- reply “Nein” (no consent for data)
- reply “Nein” (it is not the current mobile number I need help for)
- pressingthe landline number in the “Wilkommen bei o2” pdf.
Yet the landline number is somehow not accepted. I count 12 numbers (starting 0 included) and without +49 or 0049. Is that right?

Benutzerebene 7
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@anoneng Please raise a technical ticket. Use the service app for help

https://hilfe.o2online.de/english-o2-community-broadband-dsl-70/how-to-create-a-technical-error-ticket-for-v-dsl-line-at-o2-510083

If you have a pre ticket number you can try the WhatsApp chat too 

https://www.o2online.de/kontakt/whatsapp-chat/

Say you have no dsl Sync with your Fritzbox 7490. 

your landline you find in the Willkommen bei o2 pdf under 

Ihr Anschluss beinhaltet folgende Rufnummer(n):

And I read out of your text that you made the contract in a shop. There you created a four-digit secret number or was requested. This number (PKK) you need too.

P.s. You have only one TAE connector box in your room?

Dear all,
thanks for the prompt replies and support! This means a lot for me since it has been getting depressing here.

The shopkeeper said the landline number after "Ihr Anschluss beinhaltet folgende Rufnummer(n)" in the "Willkommen bei o2" pdf file is a mobile number. Nevertheless, I checked thrice and it is the DSL "Willkommen" file, it is written "Herzlich willkommen bei O2 DSL" at the top. I am confused.
At least they gave me the PKK eventually.

About the p.s.: I have only one TAE connector box. About the hotline: it is not an hotline if the waiting time to speak with a (non-English) speaker is above 20 minutes. I tried to follow the technician but eventually I did not understand and the technician was so sorry to ask me to get a German speaker with me. (which I do not have)

Since I have no Google Play, I was forced to install the app via a third-party website. Abuot that: please O2 provide the apk via your own official website.
I also was forced to install Whatsapp since ther is no e-mail address for computer-mediated support.
It has been 3 hours I am waiting for the Whatsapp service. In the meantime, I gave the pre-ticket and said I have no DSL sync with my Fritzbox 7490.

What should I do to get an appointment with a technician?

Benutzerebene 7
Abzeichen

@anoneng In which town you live? If you live in Berlin your prefix is 030 and than your number. Hamburg ist prefix 040 and so on.

In which town you live if I can ask? Your landline number must stand where I mark.

 

Dear all,

I am writing from a public wi-fi. It is getting cold here.

At last, yesterday I succesfully arranged a technical inspection/appointment for today afternoon thanks for a kind English-speaking operator (after the fourth attempt) via hotline.

However, there has been no DSL sync yet. Nonetheless, no technician visited me (no call, no doorbell) and the green "Power" led is still flashing.

I checked the ticket status via the link I received with an SMS (Ticket-Nummer: 8079747, date: 26.10.2020) but there is no mention about the missed appointment or the failed inspection.

I am confused. What happens now? Will I get a new appointment as soon as possible? Shall I stay home tomorrow? Tomorrow morning too?

Please do not ask me again to call the hotline.

All the best!

Benutzerebene 7

Hello @anoneng,

I am glad to see you already recieved helpful tipps from @schluej and @Joe Doe and a ticked was raised.

I had a look into this ticket, there was some data that hints at a defective router. You will recieve a new router within a short time, please also switch any cables that come with the router.

I am sure the DSL connection will be working as it should as soon as the new router arrives. You can send back the old router free of charge using our DSL logistics portal.

Regards,

Lars

Hey folks,
I am writing to you from the O2 DSL. Yay.
Surprisingly, it was a Fritz!Box-side issue at the end of the story. Hope next days I’ll get no problem.

There is no “Servicekarte Fritz! Notiz” in the new package. That is a note just in case the new one will be defective sooner or later.

My last takes on the whole procedure are:
- tell people the appointment is missed when no technician comes and call them back to arrange an appointment the next half day; in other words do not let people figure it out by themselves;
- use different platforms: not only Google Play to get O2 My Service, not only Whatsapp for assistance; I had to install the .APK from a third-party source and to install Whatsapp unwillngly, just to bargain support I could understand;
- hire more people: irrespective the excellent operators I found (on ths forum, too), the company shall increase the front-office.
For the moment, I am not in the condition to suggest O2 to my friends.

Please close my ticket but do not close the thread in the meanwhile I learn how to send back the old Fritz!Box.
Thanks again for all the support.

Best,

Benutzerebene 7

Hello @anoneng,

thank you for your feedback, I am glad to hear that your DSL connection is working now, your ideas regarding the activation process will be lead to the corresponding departement.

If there are any other issues or questions left feel free to ask, we will answer as soon as possible :-)

Regards,

Lars

 

Hi all, I have already packed the defective Fritz!Box.Where I can find the Seriennummer for this? https://dsl-retoure.o2online.de/start/OrderCreation/ReturnsOrder#/device

Best,

Benutzerebene 7
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@anoneng Under the defective Fritzbox. You have there a field Serien Nummer

I made the best package ever! You would be proud of me.

Is there any alternative than opening the package again?

Benutzerebene 7
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@anoneng outside at the side from the original Fritzbox pack too.

Benutzerebene 7

Hello @anoneng,

you recieved some tipps where to find the serial number of your frtzbox, did putting in the serial number into our DSL logistics portal work? :-)

Regards,

Lars

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