You received the DSL/PPPoE login details for the configuration of a DSL router such as a Fritzbox 7530AX/7590AX a few days after ordering with the o2 order confirmation by letter or e-mail.

Hello @Dejana ,

welcome to the o2 Community .

The username and password that is required for the router should be send to you as blablup already described. But if the order is still on step four a week after the activation date, then something is probably not right with the order itself. Have you had any contact with the hotline about this already and was anything done concerning this?

Kind regards, Sven

Didn’t recived anything.
 

otline is not useful if u don’t speak German.Customer service speaks english but they transfer u to techincal service which doesn’t.So yesterday i spoke 3 hours with call being ttansfered between 20 people after which last guy just hang up🥹

Anyway...i told mate to call German speaking hotline and they said Telekom guy must come to check.Now frustrating thing about this is that it was 1 month sincei ordered dsl and weak and half since activation date.Is this usual in Germany?Like i said on side of O2 theres no comunication with me so thats little akward.
 

Hello @Dejana,
Due to a port shortage, your DSL order is being processed manually. A port shortage means that there is currently no free connection/port in your home for you to get DSL in your home. Have you just moved into the property or did you already have DSL from another provider? It could be that the port is still occupied by the previous tenant or by yourself via another provider.
Do you know the English hotline? 
English service hotline +49 (0) 89 66 66 300 81
Kind regards, Maren

Just to report

It’s been 1 month and 1 week since i signed contract.

I month since i got message delay in activation.

2 week passed of desired activation date.No feedback from o2.

Hotline said “u have internet”,”u dont have because its not activated”,”I don't know what is problem”,”Techinican will arive yesterday”,”tomorow”,”in a year” or they just hang up.
Pls tell me what to do?

Hello @Dejana ,
did you read my reply to you?
Your DSL connection is currently not switched because no port is free.
Kind regards, Maren

I don't know what previios tennant did or not.Why would i?I moved to flat 2 months ago and there where no talks in O2 about my previous place of residece.Now i do understand there is no port or whatever but,what i have to do?can i manualy switch it on?Does it mean I won't have internet forever? What one has to do get internet after all this time

Edit o2_Kathi 07.11.24 Full quote removed

Thank for your replay.

What am i suposed to do?I know its not switched.Is there a way to move forward?

Edit o2_Kathi 07.11.24 Full quote removed

Hi @Dejana,
I'd be interested to know if you've just moved in or if you had DSL with another provider before. There must be a reason why no port is available. If I have this information, I would ask my colleagues via Ticket.  
Kind regards, Maren

I’v moved in 2 months ago.I don,t uave any previous contract with any provider.Dunno about previous tenant.When theres no port available what is the procedure?

Hello @Dejana, 

I will now ask my colleagues in the activation department what the next steps are and when you can expect to be connected. You may want to check with your landlord and tell them that there is no free port for your apartment. He may be able to contact the previous tenant to cancel their DSL contract.

As soon as I have more information, I'll let you know here.

Kind regards, Maren

Vonovia has no record about previus tennt whereabout.Flat was empy for months before i moved in.

I must remind u that its been month and week since i ordered internet and i'm lossing money unable to use it.

During that time i was not ofered alternative or contacted in any way ofering alternative which means that i’m expected to cover losses all by my self.

Is this going to last?There Has to be someone who knows what to do in situations such as this.

Good morning @Dejana ,

I have sent a request to my colleagues at Activation which is still open. To bridge the gap, I can offer you to add 200GB to your contract with o2 Free M Boost. Will this help you? Should I book the 200 GB on this number?

If not, you could also call the hotline and ask them directly about activation. They have detailed knowledge and will be able to tell you more.

Kind regards, Maren

it would help if u can increse bandwidth on Free unlimited card.Everything we have in house runs on that phone and it gets choked pretty fast.

As for hotline.I mist say,again.They do not have answer why dsl is not activated.Simple.Instead they trasfer call between departments always ending on German speaking hotline which again transfer to english speaking which has no idea why my dsl is not activated.

Maren u been by far most helpful person i’v talked so far(I spoke with 30 people so far)

Tnx

Hello @Dejana,
unfortunately the ticket I created is still open. I can't add 200 GB to your Unlimited plan. There are already 200 GB booked on your other plan.
Is it possible for someone who speaks English to call the hotline with you? Our colleagues at Activation can really help you.
Kind regards, Maren

I extended both mobile contracts today with unlimited high speed net.Tnx for effort.

I came from England so i guest my English is sufficient for all conversation in King's language.

If u meant is it possible to get someone who speaks German and to call center, no.Not at the moment. Its holiday session,they left Germany.Those people who speak German around me are not technical with telecomunications.Last time mate of mine called call center and they told him O2 has nothing to do with my contract, its up to telekom now

I signed contract with o2 not telekom.

i am a bit tired of blame game.Just want answer when will my contract be realized.

Tnx for understanding

Edit o2_Kathi 07.11.24 Full quote removed

Hello @Dejana,

it's about you activating speech in the department. Not all colleagues feel confident enough to speak to you in English. If you have someone who can call with you, we will forward you directly to Activation as only these colleagues have access.

The ticket I created is still being processed and seems to be taking some time.

Please note: Deutsche Telekom is the line holder and you placed the order through us. We are therefore your contact and are in close contact with Telekom.

Kind regards, Maren

Yet another week has pased,with no movement whats so ever.

Let me explain how serious situation has become.

I have child with Dawn sydrom.We need internet so he can watch TV and all the subscriptions we have.Every day u denie this to him we have massive amount of problems in our houshold.Every day we have to go above our way to keep him occupied and to comfort him.I don't wish that expirience to anyone here.Our jobs are suffering and mental health is suffering.

For all this time u didn't came up with answer why are we waiting and how long we going to wait.

This is a nighmatere what u are doing to us.

A pure horror of customers service.

Hello @Dejana,
good that you called today. 
Do you have someone who can speak to Activation in German?
Best regards, Maren

Hi Maren.

I'm calling every day. Today was just another day stuck in loop of no help.

Tomorrow  I scheduled solicitor to call.

tnx.

Hi @Dejana ,
I don't think that's necessary. It would be good to talk to the support department about activation, they will tell you exactly why there is no port available and what you can do now.
Regards, Maren

Is there any reason why u cannot tell me what is the problem and what to expect? There were no need for German when i was sold the contract.

Hello @Dejana,
there is no free port. Then you should talk to the specialist department and find a solution. 
Best regards, Maren

I spoke with hotline. I a'm not speaking German language nor do i have means to provide someone at this time. I was told that if the issue is not fixed by the last Saturday o2 will provide me someone in activation department who speaks English.

I feel so discriminated.

Only way i can think of this pickle is to hire solicitor who speaks German and my language. That will happen tomorrow.

Tnx for understanding.