Hello @TomaszK ,

you have received a new post. It remains clearer 

How does the connection work via a LAN cable? 

Have you already talked to our tech hotline and recorded a ticket?

which router do you use?

kind regards

Jennifer

Hi Jenny. 

Thank you for your answer. 

Via LAN... I don't know, wifi Box it's to far away from tv, av, Xbox etc. I would need 50 m cable to connect it all. That's why WLAN is important for us. I'm using fritz.box 7590ax.

Your technician was here, about a month ago, maybe bit more, said that main wire on the main road is damaged and that's it. No info from o2 for another month. Then I've called your office and they said "no records of such thing" so either communication between you and your technician do not exist or someone forgot to put it on the system. 

Just want to mention it's not the first time I've been lied to. So I would like to switch to another provider. 

Thank you 

Kind regards 

Tomasz 

If the problem is with your WiFi that has nothing to do with o2. You need to test with LAN to get an accurate reading.

The technicians are not from o2 but from Telekom.

If the technician are not from o2 then... what exactly do you mean?? . They test it because I spoke to o2 and o2 has sent a technician, I am o2 customer and I am speaking to o2. Im not going to to ring every company in Germany to find out what's wrong with my Internet. I'll say it 1 more time, the main wire is damaged, on the main road. What's so hard to understand? 

Yiu wrote: "Your technicians were here". As the 'your' presumably refers to o2, I was making you aware of the situation, not suggesting you call another company.

If the cable in the street is damaged, then moving to another provider is not going to solve your problem as it will still be damaged and you will still have no Internet.

You have no choice at the moment but to report the fault again and hopefully this time the technician will be more competent.

That's not enough what you're saying @bs0 , to report it again and with a bit of luck technician will be more competent?? And if not I'll be calling you for another 2 years. No thanks. 

Luckily enough, we have fiber optic internet in our street. So @o2_Jennifer can you tell me what is the cancellation fee??

Thank you 

Kind regards 

Tomasz 

The termination fee is the monthly fee times the number of months left on your contract. 

Alternatively you can try an extraordinary termination without charge for due cause, but that would require you to give o2 the opportunity to have the line problem fixed.

Depending where exactly the fault is, fibre optic may or may not solve your problem.

Hello @TomaszK ,

as bs0 has stated, if you just wanted to end the contract before the end of its duration then the “fee” for this would be normal monthly cost times the number of months you have left with this contract.

I can’t really see a technical defect here at this time, as during the past few days the line was definitely active and in use from what we can see.

Kind regards, Sven

Hi @o2_Sven .

I've sorted it over the phone and it's slightly different from what you are suggesting. 

Anyway  that's the speed that I'm getting. 

Kind regards 

Tomasz 

Moin Moin,

maybe it is an option to make the connection working…

Could you please send us a hardcopy of Übersicht (overview), DSL, Spektrum and Statistik.

DSL hase more than one page, please send us all data.

Hi @TomaszK 

Is there an update from your side? If you use a Fritzbox, you could take a look at schluejs screenshot and post the requested information here. This should give us an assessment of the stability and performance of your connection.

Kind regards Matze