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Cable internet still not activated

R
Rang

I have signed fro Cable Interned on 11.01. Therefore received a technician appointment on 17.01 and eventually I missed the phone call and the technician never came. 

On 26th, I called the English hotline to make another appointment, the guy redirected me to “activation team” but nobody ever picked up. I called 3 times. Thus, I could not make another technician appointment. 

My activation date is today (02.02). 

In the meantime I received the router and I plugged it into the socket. I connected to the network and was able to see the O2 homepage, which basically says that the connection is ready, and only needs to be activated. 

My question: Do I need another appointment for technician? Can my connection be activated? 

In O2 portal it’s still “processing”. 

Thank you in advance for your reply. 

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Lösung von Joe Doe 3 February 2022, 16:12

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26 Antworten

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@resetyournick The Fritzbox 6660 is an o2 rented cable router?

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
o2_Giulia

Hello @resetyournick,

did the technician turn up again or call you? If he missed you on the first appointment it is likely that he has to come again.

Appointments with the technicians can only be booked by calling the customer service, unfortunately this is not possible here.

Please let us know if you have further questions.

Best regards

Giulia

Du willst keine spannenden Neuigkeiten verpassen? Dann abonniere gleich unsere o2 News: https://hilfe.o2online.de/o2-news-3
R
Rang

@Joe Doe yes, it’s an O2 router. 

@o2_Giulia appreciate your suggestion, but I am not able to reach anyone in your customer service, they never pickup. 

More than that, I just received an email saying that my contract was canceled.

What a nice customer service! 

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@resetyournick Have you try the English speaking hotline?

 

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
R
Rang

@Joe Doe yes, that’s the number I called. They picked up, I described the issue, then the guys said to hang on as he is redirecting me to “activation team”. Nobody then even picked up. 

I called and was redirected like for 4 times. 

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@resetyournick Unbelievable. :open_mouth:
let me guess  no technical ticket has certainly been created for you up to now.

 

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
R
Rang

@Joe Doe no, I still have no technician appointment (although I think I don’t even need it as I have connectivity to O2 homepage where they say “your internet will be activated soon”). My contract gets cancelled tomorrow. 

I just can’t describe how furious and confused I am at the moment. 

 

 

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@resetyournick Did you have a native German speaken friend who can call for you the normal Hotline. You need to raise a technical ticket. 
Unfortunately with the o2 Service App you can only raise a pre ticket number. (Apps works with a Fritzbox 6660 too)

 

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
o2_Sven

Hello @resetyournick,

maybe we will be able to affect a few things concerning your cablecontract, for that we will need a few infos from you, so that we can access your data. I’ll be sending you a privat message via our Supportuser for this, you will find the message within your Inbox. It would be very helpful if you left a short message here in the thread once you have answered the privat message.

 

Kind regards, Sven

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

Thank you @o2_Sven! 

Sent the details. Hope that will solve something :slight_smile:  

 

o2_Sven

Hello @resetyournick ,

thank you for answering and giving us the necessary info.

First of all to hopefully help with the most pressing concern. The cancellation that you were informed about has nothing to do with the cable contract, that is for a my Data M card.

For the cable contract we’ll need to set another date for a technician to come out to you, this I can do if you tell us a date that works for you or I can book the soonest possible date. Do note that we will have a lead time for the next possible date, so that the next Monday would be the earliest possible point in time that we would be able to ask for.

 

Kind regards, Sven

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

Hi @o2_Sven,

Thank you for clarifying and for your help. 

Please do book the appointment for next Monday. I will be home and waiting for the technician. 

Thank you, 
Andrei 

o2_Sven

I’ve asked for a monday date, you should be getting a confirmation with the date in the near future. Hopefully this all will work itself out and then you finally get your internet access on monday.

 

Kind regards, Sven

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

@o2_Sven thank you very much for your prompt action.  

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@resetyournick But I'm still amazed why a technician has to come.  You can see the o2 start page that activation will take place soon.  I or we look forward to Monday. Keep us updated please.

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@resetyournick You should book a free o2 testcard. Will automatically deactivate in 30 days. Have unlimited free internet.

https://www.o2online.de/e-shop/tarif/netz/o2-testkarte

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
R
Rang

Hello, 

Just wanted to leave a small update. 

On Thursday I received a SMS notification that an appointment have been asked and that I will receive another SMS or email confirmation about my termin. 

Guess what!? The SMS was never received, the technician didn’t come on Monday. 

Can I get some clarity on this please? 

Thanks, 
Andrei 

o2_Sven

Hello @resetyournick ,

that is the crux with with the dates, we only ask for a specific day, but final confirmation is in the hands of the technicians. My request went through on the 4th according to our system, which is probably why the technicians could not realize the following monday. Have you already received any information concerning a different date?

 

Regards, Sven

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

Hi @o2_Sven,

 

No, I haven’t receive any confirmation on any date, that’s why I am concerned. 
 

It’s OK if they couldn’t make it on Monday, but would be nice to receive a confirmation on when they can make it. 

 

Best regards, 
Andrei 

R
Rang

I received this email 5 minutes ago: 

We can hereby confirm the appointment agreed with you for the installation of your o2 connection by a technician.

As requested by you, the technician appointment has been postponed to the morning of February 16, 2022.

Activation will now take place on 02/28/2022.

We can confirm your postponement. The technician appointment will take place on February 16, 2022 in the morning.

We will activate your o2 connection on February 28th, 2022.

 

This is already getting ridiculous! 
 

I was promised a technician on Monday 7th and you are sending one on 16th. Why do I need a technician? Can somebody please explain me? 

 

I already told you 100 time that the connection to the internet is there and it works when I am plugging in the router, and it says on the O2 home page that the connection is not activated. Can you just activate it without sending a technician over? 

 

And why there is a 2 weeks gap between the technician and the activation date? 

 

This is already getting our of control! Where can I escalate this? I am not being heard at all!

o2_Sven

Hello @resetyournick,

I’m very sorry that we are off to such a bumpy start. The activation of an internet connection has to be done in coordination with the respective line provider. We can’t just activate your connection since we got the response from their side that a technician is necessary.

We always try to get an appointment that is as soon as possible, depending upon the availability of technicians and the general situation it can happen that a technician is only free to take your appointment at a later date than both you and us would have liked for the installation and activation.

You are being heard, as a sign of goodwill I’ve already entered a credit for the unlimited Data package you are currently using with your mobile contract.

 

Kind regards, Sven

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

Hi @o2_Sven, 

Thanks, as always for your reply. 
 

I will not be in Berlin from 11 to 18 of February, therefore the appointment will not be possible (again). Any suggestion what can we do in this case? 


Secondly, this explains why I have an unlimited internet package now - thank you for that. But does it explain the invoice I received today with monthly and activation fee for O2 my Data unlimited that I never ordered? 

I have also asked this in a separate thread:

 Best regards,
Andrei 

 

o2_Sven

Hello @resetyournick ,

that is incredibly unfortunate to hear. Do you maybe know someone else who could potentially take the appointment in your stead. It’s not necessary that you yourself are at home, if you have friends or family that could help out on the 16th that would be perfectly fine. Else we’d have to make arrangements for a new appointment after the one on the 16th did not work out.

Concerning your mobile contract and the data package I think it’d be best if we divided the topics, especially since you already opened up a separate thread about it, personally I figured that you had ordered it yourself because of the delay with the cable connection. I’m sure that everything concerning that is going to get solved in the other thread :relaxed: .

 

Kind regards, Sven

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

Hi @o2_Sven,

I was out of Germany for a few weeks and I couldn’t ask anyone to stay a day at my place, where I have no internet and therefore the “work from home” is not possible. 

 

I received a note in my postal box that the next visit will be on 04.03. However, in the O2 portal is still the old date. Can you please confirm when the next visit will be? 

 

Thank you,
Andrei 

 

 

R
Rang

Hi @o2_Sven, 

Seems like the note in my postal box was from another provider. 

Can you please make another appointment for me. I will not be available between 19.03 - 27.03. 

Thank you in advance. 

Best, 
Andrei 

 

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