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No visit by technician on 4th January and DSL not connecting

F
Rang
Benutzerebene 1

Hello,

I have received many emails and sms messages from O2 saying that the technician will arrive to activate and test the connection, but no one came. Then I received email that my connection is activated, which is strange.

But the connection is not working and it says that the DSL cable is not connected, although it is connected to the main line.

Please solve this matter urgently as my work is depending on it and I don't want to spend money for nothing. This is very unprofessional of O2.

Regards,

Muhammad Farhan

 

edit o2_Manga: verschoben nach English Broadband

24 Antworten

schluej
Rang

Moin,

please call Kunden-Hotline 089 78 79 79 40 0

Live long and prosper 🖖
F
Rang
Benutzerebene 1

@schluej is there no one from O2 here who can help? It is very difficult for me to talk on the phone as I do not understand what they are asking.

F
Rang
Benutzerebene 1

@o2_Manga Hello, are you the responsible person? Please reply urgently if you are.

F
Rang
Benutzerebene 1

My router is Fritzbox 7530. Could this be a problem? @schluej @Joe Doe @o2_Manga 

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@farhan3d Nice a Fritzbox 7530. Good piece of hardware and to 100% working with o2 DSL. I think the Power Led is flashing? If yes you must make a ticket, if the Fritzbox correct connected with the TAE Box. 

You can use the WhatsApp Chanel for rise a service ticket too.

https://www.o2online.de/kontakt/whatsapp-chat/

For a pre ticket use the service app. But you must confirm this ticket over voice or WhatsApp Chanel.

https://hilfe.o2online.de/english-o2-community-broadband-dsl-70/how-to-create-a-technical-error-ticket-for-v-dsl-line-at-o2-510083

Edited: more information for raise a ticket.

 

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
F
Rang
Benutzerebene 1

@Joe Doe Thank you for your response. Yes the power LED is flashing.

I tried the WhatsApp channel, but the Aura bot asks me to go to a link for authentication. When I go there an log-in, I keep getting this error message:

 

Ein Fehler ist aufgetreten. Bitte versuche es erneut

Bei der Authentifizierung ist ein Fehler aufgetreten. Bitte versuche es später noch einmal

 

I don’t know what to do now.

F
Rang
Benutzerebene 1

When I type “Mitarbeiter” in the WhatsApp chat, it tells me that it cannot connect to an employee due to some reasons.

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@farhan3d is the user @farhan3d a Prospective customer account? Did you have already registered with your o2 landline number and your 4 digit secret number for a real mein o2 customer account?

 

https://login.o2online.de/idm/#/registrieren/start

 

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
F
Rang
Benutzerebene 1

@Joe Doe Yes I am logged into the Mein O2 using my email xxxxxxxxxxxx, but I don’t know how to create a ticket for technical team.

 

(E-Mail removed due to data privacy, o2 Michi)

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@farhan3d Hmm. First I am a customer like. Only o2 moderators have access to your customer data. Unfortunately they can only help you after a ticket. Did you have a german speaking friend, neighbor who can assist you at the call. 

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
F
Rang
Benutzerebene 1

@Joe Doe can you please guide me on how to file a ticket? I cannot see anything in Mein O2.

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@farhan3d have you read my article for make a technical at o2? Install the service app, switch the app to english and let it run.

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
F
Rang
Benutzerebene 1

@Joe Doe I have used the app and it has generated the case number. But it still wants me to talk on the hotline. I cannot do that because I cannot understand anything. Is there a way to share case nummer with the technical person directly?

o2_Matze

Hi @farhan3d 

Welcome to our community. I have sent you a private message, please sent us the needed info and we will get back to you here. 

Best Regards Matze 

https://g.o2.de/wcr
o2_Matze

Oh and please tell us here the case number the DSL Hilfe App generated.

Best Regards Matze 

https://g.o2.de/wcr
o2_Matze

@farhan3d 

Thanks for the messages. Could you also tell us here the case number the DSL Hilfe App generated.

Best Regards Matze 

https://g.o2.de/wcr
F
Rang
Benutzerebene 1

@o2_Matze the case number is: 830 352

o2_Matze

@farhan3d Thanks, our Colleagues created a trouble ticket to investivate. They will get back to you as soon as there is any update. Its mentioned in your ticket that your prefer english to communicate, so an english speaking colleague will get back to you with in the next few days.

Best Regards Matze 

https://g.o2.de/wcr
F
Rang
Benutzerebene 1

@o2_Matze many thanks for the help. I hope it will not be too late.

F
Rang
Benutzerebene 1

@o2_Matze Hello. Do you have any idea when the ticket will be resolved? I have only 8 hours of internet left today, after that I have to spent 20 euros again for another week for hotspot internet.

Can you please make this urgent and ask your colleagues to fix the problem soon? Thank you.

F
Rang
Benutzerebene 1

Now my O2 account in the app cannot open because it is blocked. What is going on?

F
Rang
Benutzerebene 1

So I got a message from O2 that I should book an appointment with the technician via phone. I called the number, and a lady picked up (finally human). She could not speak English, so I said what I could in very broken German.

I now have a technician appointment for Thursday morning time. Let’s see what happens.

o2_Matze

Hi @farhan3d 

I am deeply sorry, i was a few days absent.

Do you got any update for us here? 

Best Regards Matze 

https://g.o2.de/wcr
F
Rang
Benutzerebene 1

@o2_Matze yes the technician arrived a few days ago and he connected the line from the telephone box.

The line was never connected on the original technician appointment on 4th January, which is strange.

For the period that I did not have the internet, what is O2 policy of refund? I spent a lot of extra money on other hotspot internet during this time.

Thank you for your support.

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