Gelöst

No internet for two weeks


Hello,

I’ve had a contract with o2 for a year now, two weeks ago my internet stopped working. Since then I have gone to the O2 store many times to try and fix it, because I don’t speak German. They told me to call the technical service, but they don’t speak English. I also been trying to talk to them via text, and they are no help at all. I am tired and frustrated and angry. A couple of friends that speak German called the technical service and they were no help. It is unacceptable that I am paying for a service and nobody is helping or fixing it. Nothing is wrong with the line, they sent a new router and still doesn’t work. It’s been two weeks, with no response, no technical person coming to check, no help, nothing. It is the worst client service I have ever had. You should be ashamed. And also I’ve been trying to make a complaint but it is impossible. 
I am beyond angry. You are the worst.

If anybody has a clue on how to either terminate the contract or fix this or make a complaint, I would really appreciate the help.

icon

Lösung von o2_Lars 15 Oktober 2020, 09:24

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

I am sorry to hear that there were issues regarding your DSL connection. I had a look into this, there were two tickets raised for this.

As a result of the first ticket you recieved a new router from us (If you have not send back the old router already, please do so free of charge using our DSL logistics portal). Unfortunately the new router did not improve the situation.

In such a case it is necessary to get in touch with our technical DSL team again. This happened after you recieved the tipps regarding this here from @schluej and @Denner.

As far as I can see the ticket is already solved and your DSL connection is up an running again. Can you confrm this? :-)

Regards,

Lars

 

Zur Antwort springen

9 Antworten

Moin Moin,

I think you have a homebox…

Could you please check the following status LED

  • DSL
  • Internet
  • Info

what are the 3 leds doing and in which colour?

 

Morning,

they are all off. The only lights that are on are the power and the wlan.

That’s it. I try to go into the configuration but it doesn’t let me do anything. 

Could you please switch off the router and disconnect the router from telefon line.

wait ½ hour than reconnect the phone line and switch the router on.

If all 3 LED still off (dsl should blink for several times and than switch off) than you have to call the hotline again. With the information that dsl, internet and info are off.

I already did that several times, and still nothing. I called again and nothing, they don’t give me any solution. And I can not speak English with them. I asked at the store to make an appointment with a technician but they say they can’t. I’ve tried everything. I don’t know what else to do.

Thanks for your help.

What kind of information you get from the service?

Why the would not help you?

Wait for a O2 admin.

They tell me to check the same things as you did. And then they tell me that they have no problem in the line. And then they say that they are going to pass me with another department and they never do. I don’t know why they are not helping.

Thanks for your help :)

Benutzerebene 7
Abzeichen

You haven’t to go to a shop, that are points of sale and not service points.

 

the only thing to fix your problem is to call the störungshitline with a German speaking friend.

 

Bei Dir liegt eine Störung vor, die hier nicht gelöst werden kann. Tel:08005251378 Kostenfrei. Rufe die Störungshotline bitte möglichst von deinem Mobiltelefon aus an, da zur Problembehebung u. U. der Router neu gestartet werden muss und dadurch Anrufe vom Festnetz unterbrochen werden. 

@Andreaperar If one of your friends has a dsl connection. you can check if your homebox has a problem.

Take the home box and cable to your friend, connect every ting and check if the dsl led light green after a while. If so your homebox is ok. If not than you homebox has an defect.

 

Benutzerebene 7

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

I am sorry to hear that there were issues regarding your DSL connection. I had a look into this, there were two tickets raised for this.

As a result of the first ticket you recieved a new router from us (If you have not send back the old router already, please do so free of charge using our DSL logistics portal). Unfortunately the new router did not improve the situation.

In such a case it is necessary to get in touch with our technical DSL team again. This happened after you recieved the tipps regarding this here from @schluej and @Denner.

As far as I can see the ticket is already solved and your DSL connection is up an running again. Can you confrm this? :-)

Regards,

Lars

 

Deine Antwort