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I have called into your call center multiple times to request a change from the 100mbps L package to the 250mbps XL package.  Each time they tell me that it’ll happen in two weeks, and every two weeks, I check and my internet is still 100mbps.

The second agent said something about an email that I would need to read and accept, but I never receive such an email.  I have confirmed that my email address and all other contact data is correct in my DSL account with O2.

When I try to speak to someone on twitter, they ignore me and say they can’t access my account.

I’m so frustrated with O2, it makes me want to switch my DSL and Mobile plan to another provider.

 

Edit by o2_Katja: Moved to our english community

Hi @John F 

Welcome to our community. 

We can switch your DSL contract form L to XL. First of all what modem are you using at the moment?

For a XL contract you need super vectoring router like a  AVM Fritzbox 7590. 

Best Regards Matze  

My modem.
 

Thanks for your reply. I have the DrayTek Vigor 165 modem which I believe supports supervectoring and has profile 35b listed as supported. I installed the latest STD firmware on the modem last night.

 

Firmwares

Can you also confirm for me that I will continue to receive the combination discount with my mobile contract, and what my new monthly total will be. 

@o2_Matze does this modem seem like it might work?

Hello @John F,

Your router is compatible with the supervectoring connection :white_check_mark:

In order to be able to continue to offer the combination benefit, both your mobile and DSL contract must run under one customer number. In this case we would move the DSL contract to the customer number of your mobile phone contract. You would then receive a joint invoice for both contracts. Do you agree with that?

The combination discout will then be increased to 10 EUR :relaxed:

Do you want to keep the DSL contract without contract duration (Flex)?

Please see our product information sheets for further details. Note that the prices contained therein are standard prices excluding any discounts.

Best regards

Giulia

Thanks @o2_Giulia

 

I don’t know why I have two different accounts.  I agree to merging the accounts, thanks.  I would like to continue to be on the Flex (cancelable monthly).

When the accounts merge, will I log into the O2 portal using my cellphone or the DSL’s telephone number?  Will this support account also be transferred to my Cellphone’s account or will I need to create a new one?

 

Thanks

Hello @John F,

allright, I will merge your accounts first then by tomorrow. Your cellphone login will also display your DSL data then. The Community login should remain the old DSL login, at least I think it will still be working. As I am not 100% sure, please let me know if you have to create a new one.

On Monday I will order the change for o2 My Home XL Flex and inform you accordingly.

Best regards

Giulia

 

 

Hello @John F,

I have sent you the offer for the change to o2 My Home XL via email. Please check and confirm it.

If you have questions, please let me know.

Best regards

Giulia

Hi @o2_Giulia Great, thanks!  I received the email and confirmed the contract.  Is there anything special needed from my side for this to start working or will the speed change happen silently?

Hello @John F,

no, you will shortly receive an order confirmation with all further information, including the date of the change, probably on December 20th.

If you have any further questions, please let me know.

Best regards

Giulia

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