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DSL not working since Thursday

dodalovic
Rang
Benutzerebene 1

Hi, since Thursday 9am my DSL doesn’t work anymore. There is a case open, and the technician (I believe from Telekom Deutschland) should come on Wednesday. I would like to speed this up. 

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Lösung von o2_Tobias 16 December 2020, 17:43

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57 Antworten

schluej
Rang

There is no speed up.

Practice patiently

Live long and prosper 🖖
dodalovic
Rang
Benutzerebene 1

Hi, the technician who should have come today didn’t do it. Now it’s soon to be 7days of DSL outage for me. Anyone from o2 that cares about it?  

o2_Matze

Hi @dodalovic 

Welcome to our o2 community. I am sorry for the delay of fixing your DSL connection. 

The new technician appointment will take place on Monday, i am sure this time everything will work out as planned.

Please get back to us after the appointment so we can talk about a compensation. 

Best Regards Matze   

https://g.o2.de/wcr
dodalovic
Rang
Benutzerebene 1

Hi, @o2_Matze, as expected the information o2 provided on Friday, that the technician would come on Monday 08:00 was again not true.
What’s next? 

o2_Matze

Hi @dodalovic 

Maybe this was somekind of a misunderstanding. When a technician appointment is scheduled the appointment will take place in a time slot, in this case from 8am to 2 pm or 2pm to 8 pm. There so no “on point” appoinment like  Monday 08:00 or 9:00, its allways a time slot like 08:00- 14:00 or 14:00 - 20:00.

Best Regards Matze 

https://g.o2.de/wcr
dodalovic
Rang
Benutzerebene 1

Can you let me know do I have then active appointment?

dodalovic
Rang
Benutzerebene 1

My understanding is that the technician will come today up until 14h then?

Ticket Nr: 8097253

dodalovic
Rang
Benutzerebene 1

Ok, the technician was here, fixed the issue, which had nothing to do with me. 
When can we discuss about a compensation?

Someone can give me a call later, after 4:30 PM.

dodalovic
Rang
Benutzerebene 1

Hi, @o2_Matze, I’d like to talk to someone from O2 regarding a possible new contract, which might include some kind of compensation for the incident that happened inside. 

dodalovic
Rang
Benutzerebene 1

?

o2_Andrea
Benutzerebene 7

Dear @dodalovic ,

 

sorry for the inconvenience caused by your DSL failure. I have submitted a credit booking for the period of the outage.

We here in the customer forum do not offer call-backs, we only communicate in writing.
What kind of new contract do you want to sign?

 

Kind regards,

Andrea

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dodalovic
Rang
Benutzerebene 1

Hi, thanks for the response

What are the options available [deleted]

Per what I checked on my own, O2 my Home XL is available? If so - I’d be interested in that.

I would also like to get some offers for the two mobile contracts I’m currently using.

Ideally - I’d like to get an unlimited data amount for both DSL and mobile contracts. I’m not transferring lots of data, but since I’m working from home and working a lot with data in general, I’d like not to get limited. 


I’d like to check the options I have before we analyze any discounts on top.

Kind regards,
Dusan

 

Edit: Personal Information deleted - o2_Kurt

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@dodalovic what download speed you need at the mobile? 2 Mbit, 10 Mbit or up 300 Mbit?

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
dodalovic
Rang
Benutzerebene 1

Hi, @Joe Doe how can I find out what’s my current speed @ mobile?

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@dodalovic if you a mobile contract the monthly data amount (example 10GB) your speed is up to 225Mbit. What you have actually you can check with a speedcheck. I prefer Ookla Speedtest. Download this from the AppStore (Google or Apple)

In the picture you see the three tariff with unlimited data but cut speed. If you have more than one contract you can get 50% Rabatt for the prices down monthly. An o2 Moderator can made you an offer.

 

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
dodalovic
Rang
Benutzerebene 1

Hi, I have a 10 GB limit with the current contract, and after measuring with Ookla Speed test, my speed is :

Download Mbps: 29,0

Upload Mbps: 33,3

I believe that in Berlin I can achieve the download of even 40 Mbps only in theory.

 

What are the guarantees of the O2 Free Unlimited Max package?

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@dodalovic No guarantees.:wink:  If you 30m away from a BTS at 2am you can have speed up 200Mbit. If you stand at 1pm near a school you have 1 Mbit. :joy:
Ok. Up to the place you stay. Check the nearby BTS over www.cellmapper.net.

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
dodalovic
Rang
Benutzerebene 1

Thank you @Joe Doe for the response. I understand that infrastructure is not great. 
Currently (by looking at the prices and very varying quality I’d get), I can’t see how I will benefit from renewing the contract with o2.

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@dodalovic Normaly in my opinion 10Mibt is enough for a mobile connection. Only if you use tethering you need more speed.

I think an o2 moderator, if he merge your contracts together to one customer account, can you give good discounts. 
Think and write if you want an o2 Free unlimited Max or o2 Free unlimited Smart.

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
dodalovic
Rang
Benutzerebene 1

Hi, please send me the best offer for:

  • 1 mobile account with 20GB data plan, 10Mbps
  • 1 mobile account with 10GB data plan, 10Mbps
  • Maximum DSL possible at my location (which should be 100 Mbps)

This offer should include my 5 years of loyalty and also, additionally, compensation for all the stress I had during almost 10 days of my DSL outage.

 

Thank you

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@dodalovic Only as a conformation. An offer for switch the two mobile contracts (10/20GB) to two o2 Free unlimited Smart with max 10Mbit down and 5Mbit up with unlimited traffic.

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
dodalovic
Rang
Benutzerebene 1

@Joe Doe No, that’s the new contract I’d like to get:

  • 1 mobile account with 20GB data plan, 10Mbps
  • 1 mobile account with 10GB data plan, 10Mbps
  • Maximum DSL possible at my location (which should be 100 Mbps)
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Joe Doe No, that’s the new contract I’d like to get:

  • 1 mobile account with 20GB data plan, 10Mbps

@dodalovic Mobile tariff with data plan have max speed up to 225Mbps. After this (example 20GB) a slow down to 32Kbps. :rolling_eyes:

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
dodalovic
Rang
Benutzerebene 1

Can someone English speaking give me a call? I can’t do ping pong anymore.

o2_Tobias

Hi @dodalovic, 

 

welcome to our English community. :blush:  

 

I regret that you had the impression that we play “ping pong” with you. This was not our intention. Was the English of @Joe Doe not good enough for you? :smiley:

 

As I understood you, you would like to extend your contracts. 

 

Does it matter to you which of your contracts receives the 10 GB- and the 20 GB-plan? Just let me know the last 2 numbers of your mobile phone contracts with the required data-volume. Would you like to order also new phones? 

 

For your DSL-contract, would you like to change to a 24-month-plan, or would you like to stay with a Flex-tariff that can be cancelled each month? Would you like to get a new router as well? Please be aware of the fact that not all routers are compatible with the tariff “o2 my Home XL”. 

 

My suggestion is that we transfer your 2 mobile phone contracts under the customer number of your DSL-contract. Your benefit is that you have the possibility to get 2 combination-benefits (Kombivorteil). We offer you this transfer for free if you extend your mobile phone contracts. Would this be a possibilitiy for you? 

 

Please check also your E-Mail-address at “Mein o2” as we will send you the offers by e-mail after your reply. 

 

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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