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Connection and slow speed problem

B
Rang

Hallo,

Since January I have used O2 wifi, from starting I have problem in speed and connection, once i have changed router and once technician visit but i can not get any satisfied solution. Many times i have complained about it but they just generate ticket and closed ticket and giving reply like they were found nothing and whenever i used O2 hilfe application and checked speed , its show my speed is slow and many times 4mbps but i paid for 100mbps and the app generate one case number and shows to contact to technical number but over there i did not get any kind of solution. Please provide me helpful solution.

19 Antworten

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@b.akash what kind of router you exactly use?

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
B
Rang

@Joe Doe  o2 homebox 6741

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@b.akash  unfortunately an o2 homebox is a blackbox for the customer. You can’t seen any line values.
For this you need for example a Fritzbox 74XX/75XX. Have you ever test over LAN and get the same results?

if your values ​​are not incorrect measurements due to wifi, you could terminate your contract early after a deadline for improvement.

 

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
B
Rang

Yes, I have checked and once changed the router also, but same errors happening.

B
Rang

I have monthly contract so i can terminate any time but terminate contract and order new one is some lengthy solution.

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@b.akash first we must know what port you have. ADSL (up to 16 Mbit) or VDSL (up to 100 Mbit) This can tell us/you an o2 moderator. I think in 2 days someone show up in the thread. If you have a VDSL Port, we must discuss to switch over to  a Fritzbox (a 7530/7590 have better Wifi, technical line info and the best for you: now an english System language menu with firmware 7.20) or look the Wifi chanel from the o2 homebox. 

Other question: What say the Online check for your adress at o2. What is the maximum speed. Don’t post your adress here. Only inform us about the speed. After all I think you slowly ADSL Port.

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
B
Rang

How can i recognize wich port i have(ADSL/VDSL)?? Today i have measured speed by  “O2 my service “ app and its shows my speed is 54.40 mbps. 

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@b.akash with this Speed you have an VDSL Port. I think know, that you have a WiFi problem with your o2 homebox. If you have again problem, think about a Fritzbox 7530. English user interface, better WiFi and you get a good price if you sell the Fritzbox again.

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
B
Rang

Okay thank you very much for your help and guidance.

 

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@b.akash if you have again Problems with the speed, please post again here in your thread.

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_Lars
Benutzerebene 7

Hello @b.akash and welcome to our o2 Community :-)

As far as I can see you already recieved usefull tipps from @Joe Doe :-)

I had a look at your DSL connection and can confirm that the router itself is connected with a bit over 100MBit/s. If measuring the speed I recommend to use a computer that is connected via LAN cable to the router while no other device is connected to trhe router and no downloads or updates are running in the background. 

Using a wireless signal to measure the DSL speed is prone to be influenced by a lot of other signals , the signal strength, the amount of other wifi-devices and so forth.

If you plan to cover a bigger flat with a wifi signal using a repeater may be a possibility :-)

Regards,

Lars

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

Hallo,

I have been using o2 DSL since 2015. But since July I have problem in speed and connection, the speed drops to 0 once in 10 minutes or so and recovers and drop again- and i am not able to connect to any network or really work from home. I have 30 euros per month for 50GB speed connectivity. THe real speed over wifi is less than 5gb.

I tried reaching customer support - Did the following :

  1. DSL speed test - When it connect it is 25GB over LAN - but it takes 30 mins minimum to to this test as connection takes time.
  2. Over wifi - when it works, speed is lesst 5 gb.
  3. Contacted customer care couple of times - they refuse to accept there is a problem and refuse to issue ticket or send an technician.
  4. The router was reset multiple times - no improvement - o2 Box 6431
  5. I stay at an apartment , yes there are new tenants and I am not sure if they use o2.

Please provide a solution.

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Snp can post the speedtest result(Screenshot please) from here. -> https://www.speedtest.net

Thanks.

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
S
Rang

Hi Joe,

I am not able to upload the screenshot. It throws error.

This is the link for test results : https://www.speedtest.net/result/9876928337

The problem is not only speed, but frequent disconnections and variation of speed within minutes

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Snp I think your problem is the lovely o2 Homebox. The upload is for a 50/10 Mbit VDSL tariff.
My recommendation for you. Buy a Fritzbox 7530 (110 Euro) or Fritzbox 7590 (190 Euro) or rent a Fritzbox 7590 for 4,99 Euro monthly (not over o2. Google Fritzbox 7590 and Mieten)
After this you can see the line quality and more. And the best the user interface can switch to English. (In the moment only 7530/7590)

Did you have your dsl username and password? Please look at you mein o2 customer account. If you have you can buy or rent a Fritzbox.

 

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
S
Rang

 

S
Rang

Hi Joe,

I  have my dsl username and password. Please look at you mein o2 customer account. If you have you can buy or rent a Fritzbox. I will check that.

But it was all ok till 10 / 15 days back? Just want to know how do you conclude it is routers problem?

Prakash

 

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Snp I can’t look your customer account, because I’m customer like you. 

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_Lars
Benutzerebene 7

Hello @Snp and welcome to our o2 community :-)

If the speed that you recieve with your DSL connection is lower than it used to be there are may idfferent possible reasons for this.

As far as I can see you where already in touch with our DSL departement in July where we recommended to measure the speed with a computer that is directly connected via LAN cable.

According to your screenshot above it seems like this speed check was done using a wifi connection.

There are numerous factors that lower the attainable speed via wifi so it is really necessary to measure this via LAN cable.

Regards,

Lars

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

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