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no resopomse from customer support


Dear Sir or Madam,

I have following problem: I was trying to activate my DSL router yesterday, that I received from O2 previously. But at the end in the App, that helps with installation appeared a phrase “something is wrong with your DSL connection, please contact customer support”

 Case number: 603 500

I called the phone number from the App, but I couldn’t pass through the robots for two following reasons:

-I understand German, but I can’t speak fluently

-my German pronunciation is not good enough, so the robots don’t understand the numbers

I wrote to the O2 support chart as well several times, and was redirected to several specialists. But, however, they were asking if I speak German and after my reply, that “no” everybody stopped answering me. Also I texted that if knowledge of German language is required I can use google translate in chat. Unfortunately, I can’t make my German better in an hour.

So could you please tell me if there is possibility to contact support either avoiding robots

or somehow directly.

I apologise for lack of knowledge in German language, but I wanted my DSL connection to be fixed.

Thank you in advance.

Kind regards,

Ekaterina

 

Edit o2 Matze moved to English Broadband Board 


5 Antworten

Moin Moin,

the problem is the there is no English speaking support!

But let’s try to find out what could happen.

Could check the DSL / Internet / Info LED?

We need the Color of each LED and On/off/blinking!

The Homebox is connected directly to the Phone wall outlet? Could you up load a Photo of the outlet? Do you using the gery connector for the DSL cable?

Benutzerebene 7
Abzeichen +4

ASK a German speaker to do the foncall 

 

 

Benutzerebene 7
Abzeichen +5

@EkaterinaAstrid and most important thing: Did you really use an o2 homebox?

Hi everyone,

Thank you so much for the answers!

So what happened since yesterday: I managed finally to speak with customer support and I was told that its impossible to connect with the yellow cable (despite the O2 App telling that it is possible) and anyway you need a TAE stuff, which I don't have in my apartment.

So I went to O2 shop and described the situation, and now the technic will come again this Friday. Lets see :)

// yes, I really use O2 homebox

 

Regards,

Ekaterina

 

Benutzerebene 7

Hello @EkaterinaAstrid and thank you for your feedback :-)

The o2 Homebox is intended for use with a TAE wallplug. If such does is not visible it is stilll possible that it exists but is hidden behind a cover that is painted over.

Please keep us informed what the apointment with the technician on this friday resulted in :-)

Regards,

Lars

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