Cable activation confirmed but no internet for 2 days

Hello ​@souca21,

welcome to our o2 Community 🙂

That is no good development, that your new cable connection is not working.

It is good that you have reported this with our hotline, not so good if it takes 2 weeks until an appointment.

The line owner, which is Vodafone for your address is sending the technicians, so from there you will be contacted and I hope the two weeks said by our customer service were rather an estimate and it will be within a shorter timeframe.

Please keep us also updated here.

Best Regards,

Gerrit

Update.. now over 9 days without service, with the technician visit scheduled for next week, meaning I will have been without any internet connection for 15 days from my official activation date by the time someone comes to my home and that assumes the technician actually resolves the issue on the first visit.

I would like O2 to clarify the following:
1. What is the specific technical reason why my router authenticates with the O2 network but fails at the ISP authentication step?
2. What compensation am I entitled to for each day without the contracted service?
3. Given that the standard 14-day cancellation period has passed, what are my options for an exceptional contract termination due to O2's failure to provide the contracted service?

I have been patient, I have called multiple times, I have performed factory resets and firmware updates. At this point I expect a concrete response, not another instruction to wait and see what happens next.
So if there is no progress this week, I will be filing a formal complaint with the Bundesnetzagentur. In the meantime, I would appreciate if O2 could provide a temporary solution such as a SIM card with sufficient data or a mobile router to cover the service I am paying for but not receiving.

Regards.

That is not so nice that you still have to wait for the technician to come to your address to check your connection, ​@souca21.

As a temporary solutiuon you can order our Testkarte for free, which is meant to test our mobile network, has unlimited data and terminates automatically after 30 days.

With cable connections via the provider from which we rent the network, which is Vodafone in the case of your address, the technician appointment is with a Vodafone technician, so from here we can see any information only after an appointment.

Best Regards,

Gerrit

Hi ​@o2_Gerrit,
Thank you for the reply and for the tip about the Testkarte. 

I want to clarify the current situation as it has evolved since my last post. The Vodafone technician did come to my address. He checked the physical connection, confirmed everything was fine on the cable side, and told me there was nothing more he could do and that O2 needed to activate the router on their end.

Following that visit, an O2 agent called me and attempted to re-provision my router's MAC address. During that call I was told that my FritzBox 6660 Cable (international version) is not on O2's official supported device list. I find this hard to accept as this is a fully unlocked, commercially available router and I explicitly indicated at contract signing that I would be using my own hardware.

I have now been without internet for almost a month despite a confirmed successful activation, a technician visit, and multiple calls. At this point I feel like the only way to solve this as soon as possible is renting a router from O2. Would it be possible to arrange this from your end? I cannot find a way to add a rental router through the O2 portal. I would also like to know what compensation O2 can offer for a full month without the service I have been paying for.

Could you help me move this forward and hopefully close my case?

Thanks, Adrian

​@souca21 

well, as my colleagues found out your device is an international box with the wrong item number. 

You can use one of these boxes: 

Fritz!Boxen 6430, 6490, 6590, 6591, 6660, 6670 und 6690 können als eigenes Endgerät am Kabelanschluss betrieben werden
Depending on the model, the box must have the following part number:
FritzBox 6430: 20002779
FritzBox 6490: 20002778
FritzBox 6590: 20002781
FritzBox 6591: 20002857
FritzBox 6660: 20002910
FritzBox 6670: 20003047
FritzBox 6690: 20002965

You may decide if you want to purchase your own box or rent a device from us. Therefore we have to know which router we shall send. 

Please note: apart from the monthly fee you will have to pay an activation fee of 49,99 EUR once and the shipping fee of 9,99 EUR. 

If you agree get back to us to solve the problem.

Greetings

Manga

Hi ​@o2_Manga ​@o2_Gerrit,
I wanted to update you on the situation. Following your previous message regarding the incompatible article number, I took it upon myself to source a new FritzBox 6660 with the correct article number 20002910, the exact model listed as compatible. I got it on the 23rd of June and updated the MAC address in my O2 account immediately. I waited until the 26th of June for the new MAC to be registered in your system, and then connected the new router.

The result is exactly the same as before. The router shows a flashing power light and cannot establish a connection. Factory reset made no difference. I have now been without internet since the 19th of May, well over 6 weeks. I purchased a second router specifically to follow your instructions and I am still in the same situation. At this point it is clear that the problem has never been my hardware and that something is wrong on O2's end with the provisioning of my line.

I need this escalated urgently to someone who can actually investigate and fix the provisioning issue on your side. I also expect a serious conversation about compensation for over 6 weeks without the service I have been paying for.

This situation is completely unacceptable.

Adrian