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Cable internet activated yesterday but no internet

K
Rang

I called English support at 8:40 and waited for 40 minutes although the robot said the waiting time is about 10 minutes.

I am a new customer. My cable (TV antenna) connection should have been activated yesterday, 18.10.2023. now i have my full profile available on the website and i can see that i have an active internet service.

Although my router, FRITZ!Box 6690, says there is no connection. It blinks 2 times with “Power” LED, then waits 2 seconds, and repeats. 

I moved in the apartment after the people who had a contract with O2 here previously. The internet was working when i moved in, but then they deactivated their contract,  i bought the router from them and ordered my own contract.

Yesterday was the activation date but i saw nothing when tried to visit any website. I tried O2 service mobile app, but it only could offer me factory reset. I did that, and nothing changed

27.10.2023 15:55 o2_Katja: verschoben aus DSL, Kabel & Glasfaser: Router, Software, Internet & Telefonie

17 Antworten

V
Rang

Hello @Kostya,

You still have to register the MAC address of your router with O₂. Call the English hotline again.

Best regards

-
K
Rang

Hello! my MAC is registered with O2

K
Rang

This morning a technician came and said it’s probably the router. this is funny because the router worked just before it was deactivated by o2

V
Rang

Hello @Kostya,

Then contact the English-speaking hotline.

Best regards

-
K
Rang

Hello @Kostya,

Then contact the English-speaking hotline.

Best regards

I’ve already contacted them, and they told me to switch my router.

Right now I’m just thinking about how not to lose another 250E, because my current router worked just fine.  I need to approach support somehow so that they really investigate this thing with activation - deactivation. because i’ve seen some posts on this forum and Vodafone’s about issues with registering routers

K
Rang

The story continues: last week they turned off my internet because the router was bound to another contract, and the contract is not payed for, so they deactivated the router. So now i’m not getting any service.

When i filled the form for making a new contract, i typed in the MAC address of this router, so there’s no way O2 didn’t know it was still unbound.

WTF?

o2_Sven

Hello @Kostya ,

are you using your own router or is this a rented unit from us? Did you maybe have two orders and the routers ended up getting switched between those, else I couldn’t really explain that kind of reaction.

 

Kind regards, Sven

​

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

Hello @o2_Sven! I’m using my own router from MediaMarkt, which i bought from the people who also used o2, but canceled their contract (or at least requested) before they moved out from the apartment. Now we both struggle: they are told to pay for the internet services that they cannot use, and i receive no internet for what i have paid. Where they moved, there was no O2, so i suppose that’s why they canceled.

I cannot even sell this router now because it’s now locked behind a contract that O2 cannot cancel.

 

o2_Sven

Hello @Kostya ,

with a cable connection you can’t freely switch a router between different contracts as the router’s unique MAC address is directly linked to a contract. So if you bought a used unit and this wasn’t properly “freed” before thatn you can’t use that router. So this is probably just an issue with your hardware and not the connection itself.

 

Best regards, Sven

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

Dear @o2_Sven , i suppose you’re trying to say that my router is not functional. Although if i bring it to another ISP which does not use Vodafone infrastructure, it will work, because there will be no MAC binding. So it’s not the router that fails, it’s O2 denying me service.

what i want here is to speed up closure of the contract of the other family, i spoke with them last thusday and they told me that O2 is processing their application and it takes up to a week. A week later no news, just silence. They called O2 hotline and the girl said she doesn’t know and cannot know about any applications. I’m afraid to ask tech support to activate my router again because it can interrupt the cancellation process. Pardon me for stepping from the topic, but O2 support is a mess.

Last week O2 finally sent me a router, i hope it comes free of charge

K
Rang

Good day @o2_Sven! i have received the new router and called the hotline this morning to check the activation. they told me to wait paar Stunden, but since 3 hours there’s still no connection. please check that. the new router’s MAC ends with “93” 

o2_Sven

Hello @Kostya ,

there is currently still a different MAC-Address listed here, I’ve now opened up a ticket to have the correct MAC-Address entered into the system. I can’t say how long the processing is going to take here, but hopefully you should be able to go online soon.

 

Kind regards, Sven

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

dear @o2_Sven ! i still have no internet on the new router, and this is not funny. please speed things up. also, give me the link the refund form please. i used it one time but it’s hard to find it on o2 site

K
Rang

@o2_Sven  good morning! i have an update on my situation. yesterday, previous owners of the router had concluded their contract with o2, and today it finally works again. 

so, i need to ask you to stop the process of transferring my contract to the other router with MAC ending in “93” and leave the current binding as is.

i have also filed a kündigung form, which i am ready to retract now. how do i do that?

o2_Maria

Hello @Kostya ,

I am pleased to hear that everything is finally working out. I have now closed Sven's ticket here.
I see that you have already found the compensation form and submitted it. You should have already received feedback on this.
I have also deleted your cancellation request here.

Best regards,
Maria

Dir hat eine Antwort weitergeholfen? Prima, dann markiere diesen bitte als "Best answer", damit auch andere davon profitieren. ;-)
K
Rang

Good day @o2_Sven ! Last time you told me that you’ve opened a ticket about changing the MAC address of my account from one router to another. Give me please the number of the ticket so that i can use it in the Antrag auf Entschädigung.

I also wonder if you can help me here because i’m having problems with the router that O2 sent me again.

I found that i need to pay 49.99 for the Anschlusspreis Option AVM FritzBox and 9.99 for the delivery.

Now, there are 2 reasons why this is wrong. First, i asked client support in chat and in english hotline about extra charges and they confirmed that there are no extra charges if i accept this router.

Second, the router that you sent me never worked in several days  - O2 couldn’t change the MAC address, so in the end my own router just went back online.

So, since it was not possible to use O2’s router and the support told me there’s no charge for it, i want you to remove the router’s price and the delivery price from my invoice

o2_Gerrit

Hello @Kostya, I sent you a private message with the ticket number and requested a  reimbursement for the conenction fee and shipping cost of the router which you already returned.

Regards,

Gerrit

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