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Awful experience with o2

Hello, almost 2 months ago I ordered ADSL with o2 through the website, router came home (we live in München) and I was told that the technician would arrive home in about 15 days. 
That day I took a day off at work to be able to welcome the tehcnician so he (or she) could set up the internet and everything.

I was the entire morning there, patiently waiting and ready to hear the doorbell and no one came, nobody rang the doorbell.
To my amazement, I got an e-mail saying that no one was at home and the technician couldn’t do his work, which just isn’t true, plus now the rechnung shows that I have to pay 50€ for something that wasn’t my fault. Again, I was at home but the technician was nowhere to be seen.

At the end of April, I decided to set up the router by myself, because apparently there was a way to set it up without the need of the technician coming home. 
Did everything, called customer service and gave them the customer ID, Leitungs ID, 4 digits security number and everything, and they told me that everything was correct and now the internet would activate without the need of a technician… in 14 days???????

But still I decided to wait because at least I wouldn’t need to be home and it was just a matter of time.

The day came and to my surprise, the router had the internet light indicator in intermitent red (was blue before) and still, no connection whatsoever.

That, plus the technician not coming at home and having to pay 50 bucks, plus 14 days for internet remote activation, which takes less than hour (trust me I work in IT) was making me really upset.

So I was just losing my mind and any patience I had left and decided to go to an o2 physical store to see if they could help me with my issue… They basically told me that I’m on my own and because I bought it online, online customer service should be the ones helping me, not them.
I’m already fed up with all this process, so this is my last cry of help from you guys, please help me solving my issue as soon as possible or you will just lose a customer for life, because after all that I’m not ordering anything coming from o2 ever, even if I have 1 year of permanency.
Im just not getting the service I’m paying for.

Edit o2_Antje: Moved from o2 Home to English Community / 01.06.2024

11 Antworten

P
Rang

Just came from the o2 physical store in Marienplatz and got told to send a letter if I wanted to cancel contract, at this point you guys are just laughing at my face.
Help, anyone, please?

schluej
Rang

You have to activate the internet by your self.

What kind of router are U using, Type?

If you have a homebox than connect the router to the phone socked.

If DSL light is permanently on, than you could start the activation process Connect to the router and open http://192.168.1.1

The activation fee does not mean that someone will install you router!

Live long and prosper 🖖
P
Rang

I’m using the Homebox 3 6642, DSL light is permanent blue, internet is intermitent red, and if I go into 192.168.1.1 and put the password and the VoIP PIN, I get this: 

 

schluej
Rang

Moin Moin,

if you entered the VoPIN correctly than please call

O2 Service in English 

Our English-speaking postpaid and landline support for you. We are happy to assist you.

089 66 66 30 08 1

Mon. - Fri. 8 am - 8 pm, Sat. 10 am - 6 pm, on workdays

Tell the hotline that the pin is entered correctly and they should check a „Verschaltung“.

Just a last question… The HomeBox is rent from O2 directly? Not a buy from eBay or private!

If you have not rent the HomeBox from O2 it will not work!!

 

Live long and prosper 🖖
P
Rang

Yes it is rent from o2 directly, we don’t have a router of our own

P
Rang

Ill try to call them tomorrow early, I hope they can help me with my problem, thank you so much for answering and taking your time with me Schluej

o2_Matze

Hi @Piquitin 

Welcome to our o2 community, it's great that you've found us here. I'm sorry that activating your DSL connection is proving so difficult, that's not what we want. I see that schluej has already helped you a lot here, so thank you schluej for your kind support 💙

A first tip would be to download the o2 My Service app and install it on your smartphone. The app will help you set up your connection.  You can also use the app itself in English. Important: After starting the app, click on “Internet und Festnetz” and continue, then on the “Hauptmenü” and continue. Then click on the three dashes at the top left of the app and on “Einstellungen”, then you can change the language to English and click on the back arrow at the top, now you are ready use the App to troubleshoot and to set up your connection. 

If this does not work, it would indeed be best to contact the English-speaking postpaid and landline support tomorrow.

I would also like to emphasise once again that I am very sorry that you have not been helped so far and that the activation of your connection has been delayed as a result.

Kind regards.

Matze 

https://g.o2.de/wcr
P
Rang

Tried with the app but still, there seems to be a problem with the pin or something, I don’t exactly know
(Pin is blurry just in case of data privacy) It says Zugangs pin (Voip Pin) is succesfully entered and then right after it says is incorrect

 

o2_Sven

Hello @Piquitin ,

from what I can see, you’ve had contact with our technical department and a ticket for your issue is being worked on. Hopefully this gets resolved quickly so that you can finally go online. If you have any further questions before, please do let us know.

 

Best regards, Sven

Der Wochenrückblick - https://g.o2.de/wcr
P
Rang

The ticket is probably still up after a month, and I didn’t receive any call from the technical department, email, letter or anything related to o2.
I don’t know if this is a common thing here in Germany but I shouldn’t be looking after o2 so much to fix my issue. It should be the other way around, therefore I’m the customer.
I just wanted to point out here that I’m blocking any o2 payments on my bank account and I’m leaving for a different company that just within a week, installed my internet perfectly without issues.
So just tell someone to come get the o2 router because I know it’s rented and It’s not a property of my own, but I’m not giving o2 a single cent more

o2_Lea

Hello @Piquitin,

It's a real shame that it didn't go smoothly. It shouldn't be like that, of course, but some things can take longer. Did you ask again in the meantime for the reason why the problem is taking longer to resolve? Its really too bad that you want to leave us. The department responsible will check whether the termination is justified and give you feedback.

Kind regards, Lea

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