Cancellation of Home Internet Contract

Have you reported a problem?

Yes, I did multiple times.

what kind of feedback was there?

The asked me to wait, which I’m doing it for more than a week now.

Hallo ​@muddulurupavan,

welcome to our o2 community 🙂

That is unfortunate that your connection still is not up and running.

I could take a look and the ticket has been closed by our technical department. You can contact our technical department via our hotline 0800 525 1378.

Best Regards,

Gerrit

The technical department hotline is in German, so I'm unable to have a proper call with them. I also tried contacting the English helpline, but as usual, they just asked me to wait.

Also, the invoice amount for the month of February was deducted today from my account. Honestly, I'm not even sure what I'm paying for at this point.

​@muddulurupavan 

the technical department has checked your connection and found nothing. The line is connected, the landline number is registrated and the bandwith is okay. So if you disagree with the result you’ll have to find someone speaking german to assist you making a call. We are unable to reopen a ticket right here. I’m sorry.

Greetings

Manga

I am no longer expecting that the connection will work. I also don’t have the time or patience to continue going through this process. That’s why I submitted a cancellation request on February 26th and another on March 6th, but I haven’t received any response yet.

​@muddulurupavan Have you seen the answer from ​@o2_Manga ? 
She say the line is up and your landline is registrated.

Ok. What technology you use? DSL or cable? What router you use? And rented from o2 or your own device? 
In the moment a cancellation will been difficult. 
After you have answered my question, i or we can help more. Thanks.

Yes, I have already seen the answer from ​@o2_Manga. One of the main reasons I opted for o2 was for the English helpline. Sorry but I can’t really find a German speaking person for this reason.

Answers to your question

- Cable

- Fritz Box rented from O2.

I ran the diagnostics from the router yesterday and it clearly shows that the internet connection is not available. Not sure how to share it here.

Thanks,

Pavan

​@muddulurupavan Please Login in the Fritzbox over http://192.168.178.1 and make screenshots from main screen and Internet/Cable Information/overview

Please make unrecognizable your CM-Mac and the last 3-4 digits from the landline number in the screenshots.

Here are the screenshots you requested, along with the screenshot from the most recent diagnostics.

Thanks,
Pavan

​@muddulurupavan This looks really not good. What ist your AFTR Gateway?

Did you have errors in the system log for internet? (You must)  Something like ATFR Gateway errors?

​@Joe Doe 
AFTR gateway: 2a02:3040:0:200::1

After running the new diagnostic, the red cross next to Telephone Numbers has turned green, but the Internet Connection is still marked in red.

I found it difficult to interpret the logs, but there are quite a few entries, and these are from today and yesterday.

Thanks,

Pavan

​@muddulurupavan What DNS Servers you get assigned in the Fritzbox?

​@Joe Doe 

DNS servers used

2a01:c30::531

2a01:c30::530

2001:4860:4860::8888 (currently used for standard queries - Public DNS server)

​@muddulurupavan No DNS Server for IPv4? Have you modified something in the Fritzbox?
 

And when did you last perform a factory reset on the Fritzbox? Or never since delivery?

​@Joe Doe,

These are the only DNS servers that I see. 

No, I did not make any modifications to the Fritzbox except changing the language to English.
And I also never performed a factory reset.

​@muddulurupavan can you please make a factory reset over System/Sicherung/Werkseinstellungen?

You can't break anything because it's not working properly anyway. After factory reset you can go back to English menu.

I've completed the factory reset, and here are the logs. The light next to Power/Cable continues to flicker.
 

​@muddulurupavan That doesn't look good, but it's good for you now. An internet connection should have been established again soon. I'm surprised that no one ever said that you should do a factory reset. It looks like the cable stuck now in the preactivation.

Please don’t turn off the router and raise a ticket at English speaking service hotline.

After a ticket exits I hope an o2 Moderator can update your ticket with important information.

In the moment you will big problems to cancel your contract. o2 say, your landline number was registered. They don’t see the problems with the DNS Servers.

Hello ​@muddulurupavan, i am very happy that JoeDoe is so kind and was able to help you through this.

Have you been able to make the call?

Kind regards, Ines.

Thanks a lot for taking the time to check ​@Joe Doe.

Hello ​@o2_Ines , 
Yes, I made the call, just as I have multiple times before, and they raised another ticket since they couldn't identify the root cause.

Regards,

Pavan