In October 2018, I went to nearby O2 shop,Hannover to get a nanoSIM for my new smartphone. I was using O2 SIM for a long time. The colleague at the O2 shop offered me a very lucrative deal of EU flat-rate on mobile phone tariff combined with a DSL contract and Fritz!box. Though I was reluctant to change my Vodafone (Kabel Deutschland) contract, the colleague convinced me to sign the contract and said they will take care of all formalities related to shifting my contract from Vodafone to O2. Few days later, I received a letter from O2 stating that the earliest date they can provide me their service is in October 2019, because I have crossed the deadline of cancelling my Vodafone contract. Yesterday (21.10.2019), Vodafone disconnected my internet and the technician from the Telekom came and activated the new connection. So far, everything was fine. The problem starts here. I tried to set-up the Fritz!Box 7490 that was sent to me by O2 last week by exactly following the instructions in the manual. In the end, I got the error message “Internetverbindung fehlgeschlagen. Die DSL-Verbindung ist gestört”. The Power/DSL LED kept blinking all the time. I contacted local O2 shop where I had signed my contract and the colleague suggested me to use the “DSL Hilfe App” and if it still does not work, asked to call the hotline (0800 5251378). To my misfortune, the App did not help and I had to call the hotline. My previous experiences of calling the “O2 hotline” was nothing less than a nightmare. It was no different this time. I had to call them several times and the problem is still unresolved. To my surprise, one of the colleague has even lectured me that I live in Deutschland and not in England when I told him that my German speaking skill is not so good and if he can explain me in English about some technical information that I did not understand in German. As always, they were unfriendly and less helpful. Their easy answer is we have generated a ticket and will look into the matter and if it does not work in next few hours please call us back. I still have no internet at home. I went to the O2 shop again and asked for help. Their response was as usual “I can do nothing and please call the hotline and resolve the problem”. When I said if they cannot resolve the problem, I would like to cancel my contract the colleague said I cannot even do that. It appears that O2 personnel has very friendly approach until you sign a contract, thereafter if you approach them with a problem no one feels responsible. It has been two days and I still do not have internet at home. When both O2 shop and Hotline refuse to take responsibility I do not know whom to approach to resolve this problem. Hence I am posting this complaint. I hope O2 looks into this issue more seriously and find a solution at the earliest. If not I will cancel my contract (I surely can and I will) and go back to Vodafone.
Lösung von o2_Lars
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