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Can't establish internet contract with O2 after the Technician visit

  • 11 February 2021
  • 8 Antworten
  • 219 Aufrufe
A
Rang

Hello O2 Community,

 

Today, 11/02/2021 I had the technician visit to our apartment, he checked the basement and found that the connection to the apartment is only via coaxial and told me the only provider that can provide you with internet is Vodafone. I have tried to call O2 customer service but unfortunately I speak no German.

 

Could you please help and advise on how to inform O2 that I cannot have this DSL internet contract and cancel and reimburse the whole thing? Let me know if anything is needed for order info (Auftragsnummer : XXXXXXXXXX

 

Aminn

edit o2_Lars: Please never post any personal data in a public forum.

8 Antworten

B
Rang
Benutzerebene 7
Abzeichen +1

In principle, home cabling is not part of the service owed by o2. Before placing an order, the customer must therefore ensure that suitable in-house cabling is available for the desired type of connection. If necessary, the customer must ask the owner of the property to provide the house wiring or at least a building permit for it. If the customer is not willing to do this, the technician can install the TAE socket directly on the APL. 
Since o2 has also been offering o2 my Home rates via Vodafone cable since 27.01.2021 (see o2 availability check for your connection address), it might be an easier solution for you to convert your o2 my Home via DSL order into an o2 my Home M via cable TV/DOCSIS order. Contact the hotline for this. 

 

A
Rang

In principle, home cabling is not part of the service owed by o2. Before placing an order, the customer must therefore ensure that suitable in-house cabling is available for the desired type of connection. If necessary, the customer must ask the owner of the property to provide the house wiring or at least a building permit for it. If the customer is not willing to do this, the technician can install the TAE socket directly on the APL. 
Since o2 has also been offering o2 my Home rates via Vodafone cable since 27.01.2021 (see o2 availability check for your connection address), it might be an easier solution for you to convert your o2 my Home via DSL order into an o2 my Home M via cable TV/DOCSIS order. Contact the hotline for this. 

 

Thank you for the Information provided!

Is there a way to contact O2 without calling them i.e. email or through this thread? to ask convert my O2 request to cable TV/DOCSIS order. That would be really easy and fast solution for me as I really struggled to call.

B
Rang
Benutzerebene 7
Abzeichen +1

o2 does not offer customer service by e-mail. 

You can try WhatsApp, but I would recommend to call. You can ask a German speaking friend for help, but some English speaking personnel should be available from 11 am to 3 pm. 

https://www.o2online.de/kontakt/whatsapp-chat/

o2_Lars

Hello @Aminn, welcome to our po2 community :-)

You already recieved some tipps how to contact our customer service. Were you able to solve your issues and get answers to your questions? :-)

Regards,

Lars

≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
A
Rang

Hello Lars,

 

I was able to reach customer service in English surprisingly! There were pros!

 

They helped me to change my order from DSL to Cable. I am pending the technician to come 5th of March.

 

Previous Technician told me you have tv cable down here in basement and not dsl. I hope everything goes well this time. Could you please confirm if this is the APL box and Vodafone cable is available at home as per pictures?

 

Thank you in advance.

 

 

B
Rang
Benutzerebene 7
Abzeichen +1

The term APL is used for a house distributor for telephone lines. As you can see from the "Kabel Deutschland" sticker, it is not an APL but a junction box for cable TV.  This shows that the house is basically supplied with Vodafone/Kabel Deutschland cable TV, which is also the prerequisite for internet via these coax cables.

A
Rang

Thank you so much for the info.

 

Then it is a cable box. All right then. Will be just pending the technician visit on March.

 

Cheers!

o2_Lars

Hello @Aminn,

if you already reached our colleagues and a switch from DSL to cabele was possible this is a good sign. I am sure your internet connection will be activated soon :-)

Regards,

Lars

≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋

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