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Hi. The cable internet in my new apartment was supposedly activated on the 7th of July, but there was no internet on that day. I called o2 and they explained that they had “forgotten” to register my router with vodafone.

Two days later, I still have no internet. After fighting my way through the many layers of the hotline, a technician told me that everything on my end is fine, it’s just that there is “a big problem with vodafone” and “it’s not just you, lots of people don’t have internet”, and they cannot tell me when this can be resolved.

I’ve looked at the vodafone website, there are no current disruptions reported at my address.

So what is the real problem here? Is o2 lying to me?

 

o2_Bianca: Post moved to Broadband/DSL

Moin,

o2 uses the technical infrastructure of vodafone So that your modem gets a connection, O2 has to send the MAC address to vodafone.  If the transmission of the data is disturbed, you will not get the Internet.  It is not a malfunction in the hardware that you need for the Internet.  Special kind of a communication problem.

Yeah I know this. But they had 3 weeks between my signing a contract and their promised activation date to do so, they didn’t. I’m not even using my own router, I got it directly from o2 so there’s no excuse.

On 7. July they sent the MAC address to vodafone, finally, because apparently this is something their customer has to remind them to do.

And now they are saying there’s a Großraumstörung with vodafone - which by the way is not reported anywhere else - which is why I haven’t had internet for 3 days.

Honestly I feel like they are just lying to get me off the phone.

Wait for an O2 Mod.

Hello @KC_internet,

welcome to our o2 community :relaxed:

I am sorry that your connection is delayed. I understand that you have already contacted our technical support, I am sure they will fix the problem asap. Maybe you have already heard from them? Please keep us up to date and let us know if you need any further assistance from us.

Best regards,

Giulia

We will see. It was an extremely arduous process and I still have no answers. Do you realize that in other countries, it’s possible to get fiber optics internet within 2.5 days of signing a contract that’s a fraction of what you’re charging? The baseline services you offer are already substandard, and still it takes multiple hour-long phone calls for anyone to suggest a solution that isn’t “wait another few days”. You can do better. Your customers deserve better.

@KC_internet I know countries too, where you have fiber installation in one, two days. But the installation looks so.

 

Hello @KC_internet,

any news? Is your internet connection now working as it should? :-)

Please excuse any inconveniences.

Regards,

Lars

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