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My WiFi network disappears


Hi all,

I have been an O2 customer for good 2 years… and 1 painful month. After my flatmate moved out, he cancelled his 2-year DSL contract with O2 so I signed a new one with the very same conditions but this time - on my name. Same deal, identical router, same flat.

Since the activation (almost a month ago), every day my WiFi network simply disappears from all the devices (all my neighbours’ networks are still visible) for 2-5 min. Today it happened 9 times! After the 3rd crash I managed to reach a guy on the hotline (meanwhile I experienced the 4th crash) who assigned the case number to my problem and promised that the tech support will call me back within 2-3 hours. Nobody called, network keeps disappearing...

What I have tried so far:

  • restarting the router
  • disabling automatic channel switching

Nothing helped.

Any idea how to approach this problem or how to contact the tech support directly?

I’d be grateful for any suggestions. 

Anna

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Lösung von o2_Lars 2 Dezember 2020, 14:18

Hello @annani,

you can reach our technical DSL departement by phone or via WhatsApp chat. We have a list of possible ways of contact :-)

Regards,

Lars

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11 Antworten

Benutzerebene 7

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

I am sorry to hear that there are issues regarding your DSL connection. You already opened a trouble ticket with our technical DSL departement and I had a look into it and also your connection. Seeing that your DSL connection is not stable and osses the sync every now and then we will go into contact with the local provider to solve this issue as fast as possible. 

Please excuse any inconveniences, I am sure the connection will bei stable again soon :-)

Regards,

Lars

Unfortunately after 2 weeks the situation has not improved much. I got a call from the local provider (I suppose) telling me that it’s the problem with electricity and suggesting that we try changing the power socket to which the router is plugged. Since previously it had been plugged to the power strip, we changed the socket and plugged it directly for a couple of days to test the solution. Hard for me to say if now the network disappears with less often but it definitely still does it...

Unfortunately after 2 weeks the situation has not improved much. I got a call from the local provider (I suppose) telling me that it’s the problem with electricity and suggesting that we try changing the power socket to which the router is plugged. Since previously it had been plugged to the power strip, we changed the socket and plugged it directly for a couple of days to test the solution. Hard for me to say if now the network disappears with less often but it definitely still does it...

Needless to say we have no problems with any other electrical device in the flat.

Any chance I was sent a faulty router?

Benutzerebene 7
Abzeichen

Could be. Best way is to buy a fritzbox 7590 privately and send Homebox back.

 

 

Benutzerebene 7

Hello @annani,

I am sorry to hear that the router still restarts. Our technical department assumed it may have to do with the power plug or the powerstrip you are using (please try connecting your router to a separate power socket). If the router still restarts please contact our technical departement so we can arrange a swap for your router. I assume you are using the power adapter that came with your router?

If your router is swapped please also make sure to swap any cables and the power supply that came with it.

Regards,

Lars

Hi @o2_Lars ,

could you please tell me how I can reach the technical department? 

Best,

Anna

Benutzerebene 7

Hello @annani,

you can reach our technical DSL departement by phone or via WhatsApp chat. We have a list of possible ways of contact :-)

Regards,

Lars

To keep things clear and transparent - the fact that the post of @o2_Lars was marked as a solution means nothing. WhatsApp chat is operated by a virtual assistant that in my case is useless. I was asked to verify myself as a customer and that’s it - zero contact, zero help. I’m asking for a simple exchange of a faulty equipment - how come that is not possible?

Hotline, O2 community, Twitter, Facebook messenger, WhatsApp - that’s what I’ve tried, all in vain. I’m honestly running out of ideas while still paying like for a normal service!

Benutzerebene 7

Hello @annani,

I had a look into this, as far as I can see you already were in touch with our DSL technical departement and a new router is pon its way to you. Please change the router and all its cables and power supplies, please send back the old router free of charge using our DSL logistics portal.

Regards,

Lars

That’s true, I managed to contact them.

I was critical and annoyed about the struggles to get in touch with the technical department for a while but I’m glad to say that once I managed to talk to the right person (thank you Sven!), the shipment and return was organised flawlessly. I’ve been observing the new router for two days and so far so good - there have been no unusual disruptions (it restarts once every night which is how it should behave). I hope it stays this way.

Thank you @o2_Lars for your patience and help. I was lost with many channels of communications that were not the most optimal, maybe this aspect could be improved in the future. Obviously the lack of fluency in German from my side did not help here.

Anyway, thanks again. Fingers crossed for the ‘new’ start!

Benutzerebene 7

Hello @annani and thanks for your fedback :-)

I am glad to hear that the new router is working as it should. I agree that being an english speaker it is not always easy to find the right way of contact, I will take this feedbackand address it internally to see if there are possibilities to improve this situation :-)

Regards,

Lars

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