Apologies for the long post, it’s been a series of frustrating issues dealing with O2 since almost 2 months. My questions are at the bottom.
I’ve been facing a series of issues from the time I decided to go ahead with O2 home internet at the start of August.
First, I applied for O2 home cable internet on August 4, 2024. Everything seemed fine as I received a confirmation email of the order along with the contract summary. During the application process I was informed that my connection date would be August 23. I wait until August 15 to double-check August 23 will actually be the connection date, and the customer service representative informs me that no such order exists. He couldn’t find any information towards my email address, phone number, IBAN, physical address. He says the only way forward is to create a new order.
I, regretfully think that ok, maybe there was a glitch with O2’s system, and take up his offer of creating a new order. He gives me the connection date of September 10, that’s almost a month away. He says that that’s the earliest date available. I agree to it, receive the confirmation, and I could access the confirmation in the portal.
Come September 10, the online portal says that the account has been activated, but my internet at home is not working. Everything has been set up properly on the router (my own Fritz!box 6690) and on O2’s portal. I call customer care, they ask me to wait for a few hours until the next day.
Next day, same issue, no internet. I call customer care, they say that they’ll send a technician on September 13. The technician visits, checks and finds out that it’s not an issue with the router, says that he needs access to the basement. The basement was unfortunately locked and the hausmeister was unavailable, so he said that another appointment needs to be made.
I immediately make another appointment with both, O2, with the earliest available date of September 19. On September 19 the hausmeister and I patiently wait the whole day for the technician to arrive. The time is well beyond the scheduled time range, and there’s no sign of the technician. I call customer support, they tell me that the technician managed to check the basement on their own and an update to the ticket is pending?? This is 100% false, and the customer support person had the audacity to blatantly lie.
I call up support again, they say that nothing can be done and another appointment needs to be booked. It is now booked for September 23, and I have no hopes of the issue being resolved.
While all of this is going on, I book an O2 testkarte as I and my partner work remotely, and have major difficulties without internet. I activated it on August 21. On September 21, I call up customer care asking if the period of the testkarte can be extended due to the issues I’m facing with my cable connection. He tells me that I can go and pick up a new free O2 SIM at any O2 store immediately by mentioning my customer account number, and that he has made a note on my customer account explaining the same thing.
I foolishly believe him and go to 3 stores, only for them to tell me that it’s not possible and the customer support rep was lying.
I’m creating this detail post of my experience so that O2’s staff may understand what’s actually happening with their online portal and support service (if it’s important to them), and maybe people who have not yet signed up know the kind of service they can expect.
Questions:
- If the home internet continues to not work September 23, how can I immediately cancel my contract?
- How can I ensure that I’m not charged for the duration of the home internet not working?
- Is there a way to get another testkarte considering the circumstances?
