Warum O2
Warenkorb
 Service
Gelöst

English Speaking Support Technician

S
Rang

I need to talk to a English speaking support technician about my DSL speed.  If I am lucky I am getting 1 Mbps instead of the minimum 6 Mbps in the contract, my neighbours are getting 8 Mbps.

I have tried ringing the hotline but the automatic message is in German and as to yet my German is not good enough to understand the message.

This has been going on for 3 months now and I am getting somewhat frustrated and a little bit angry.

Please can I have someone ring me to get this problem sorted.

I have tried using the Live Chat option but got nowhere as the conversation frooze probably because the DSL speed was too slow.

 

icon

Lösung von o2_Andrea 4 January 2020, 15:02

Zur Antwort springen

13 Antworten

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@SeaDogPete what DSL tariff you have? What router you use?

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
S
Rang

My Home Plus

Fritzbox 7430

 

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@SeaDogPete can you please post Screenshots from Übersicht and DSL from your Fritzbox? Thanks. 

 

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
S
Rang

Hi, Can you tell me where to find this information please

Thanks

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@SeaDogPete login in your Fritzbox→ http://fritz.box

 

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
S
Rang

Thanks

S
Rang

 

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@SeaDogPete your data from you dsl line looks not good and you have a lot of errors.

Did you have sometimes resync from your dsl line? You see this under Statistik and your powerled from the Fritzbox flash. 

I prefer to make a technical ticket. You don’t have a German speaking friend?

If you have a my home S Plus tariff the minimum speed is in the contract limits.

 

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
S
Rang

I do not see any resync happening under Statistik.

I have German speaking friends but their English is limited and hard to arrange to be here for translating.

My contract clearly states “a minimum data transfer rate of 6 Mbps Download and 0.7 Mbps Upload with a maximum of 16 and 2.4 respectively.  As my neighbours are getting in the region of 8 Mbps upload I would expect something similiar.

Please raise a ticket and we will see what happens.

Many thanks for your help

 

 

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@SeaDogPete i am not an employee from o2. Can you try to make a technical ticket with the dsl help app?

https://hilfe.o2online.de/english-o2-community-43/how-to-create-a-technical-error-ticket-for-v-dsl-line-at-o2-510083

 

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
o2_Andrea
Benutzerebene 7

Dear @SeaDogPete ,

 

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

 

As far as I can see a ticket for the technicians has opend on January 3rd and it is now marked as solved. The technician could’t find an error at the cable.

At your adress we can only offer ADSL, same the Telekom offers only 2 MBit/s at maximum with an upload of 0,5 MBit/s there. :rolling_eyes:

 

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!

 

Do you know our o2 DSL Hilfe App?

 

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.
S
Rang

This is disappointing to hear as my contract clearly states “You will receive : A Minimum data transfer rate of 6 Mbps download and 0.7 Mbps upload”

Not happy!!!!!!!!!!!!!!!

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@SeaDogPete can you post a Screenshot from your contract with the information of minimum speed. Please beware that you don’t post any personal data from you. Thank you. Best regards.

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

Deine Antwort


Allgemeine Nutzungsbedingungen der O₂ Community
© Telefónica Germany GmbH & Co. OHG Telefónica