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I recently shifted to Heidelberg, Germany and took a DSL connection by o2. I got a Fritzbox 7490 from an o2 outlet. The connection was established on the 18th of May, however, there was no DSL connection at my place for about a week because of a faulty connection made by the technician. I lodged a complaint with the o2 technical hotline and this took me about three days since no one was ready to speak in English with me and that is the only language I can communicate in because I have only recently moved to Germany. This problem was then fixed and I had undisrupted internet connection for about two weeks. 

From the 6th of June the DSL connection started showing some disruption again. The connection stays for 2 to 3 minutes and then goes off. There is undisrupted connection sometime at night after 10 pm but during the day the connection is always unstable. This has made working difficult for me and I’m having to recharge my handy with internet data everyday just so I can work. The customer care executives have been extremely unhelpful, refusing to speak in English and I have made multiple failed attempts to get my complaint registered. On the 16th of June I decided to take the help of my neighbour who speaks German and a complaint was lodged. o2 opened a ticket for me and I received a message saying that the ticket has been submitted for a technical check. There has been no interference suppression as of yet and the DSL connection at my place is still disrupted, however, I received a message from o2 yesterday saying that the ticket has been closed.

I have been unable to work because of the unstable DSL connection and o2 customer care has proved to be extremely unhelpful. The ticket that was opened has been closed without my problem being solved. I have also submitted feedbacks where I have mentioned that my problem has been left unsolved and yet no one has tried to get in touch with me.

The water is way above the head now, I have been paying for data that I have not even used and on top of that I am having to pay for mobile internet data. I would like an immediate remediation of my situation or I would have to think about contract termination with o2.

edit by Thomas3 : Question moved from “dig. Wohnzimmer” to “english forum broadband area”

Hi @Sreyabnrj7 

Welcome to our o2 Community.

We have just sent you a private message via our @o2_Support  User. Please answer the priavte message and get back to us here and we will take a closer look at your connection.

Best Matze  

Hello Matze,

I have just replied to the private message. Thank you for getting in touch. 
 

Best,

Sreya.

Hi @Sreyabnrj7 

Thanks, we just checked your DSL Account, there are plenty of disconnects visible. 

This could be a fault of your hardware or the wire from the router to the socket (TAE Dose on your Wall) or a bigger problem with your DSL.

We will inform our colleagues from technical department. I assume its nessessary that a technician will check your DSL at your home.

Therefore it is nessesary to arrange an appointment. I assume our tec colleages will sent you a text message on your mobile number to coordinate the visit.

At the moment you are at home all day?  Or would you prefer a day and timeslot (possible slots are 8 am to 2 pm or 2pm to 8 pm) 

Best Matze 

Hello Matze,

I am facing a lot of issues so the earlier the better. It would be great if you could send over someone tomorrow between 8 am and 2 pm.

thanks in advance,

Best,

Sreya. 

 

Hi @Sreyabnrj7 

Our Tec colleagues are still monitoring your connection, they will get back to you as soon as there is an upate on your case.

After that it is possible to arrange a technician appointment. 

Best Matze 

Hi @o2_Matze 

There has been no intimation from the o2 team yet and now the DSL connection is completely lost and the red info light on my FritzBox 7490 is glowing since last evening. I have run diagnostics and it shows that my router is completely fine but does not have a DSL connection. I received a message from the o2 team asking me to call a certain number so that they can check my problem on-site. I did try calling but the lady who picked up refused to communicate in English. 
I would suggest that you directly send over technicians to my place on any day, but within the 8am-2pm time slot.

Thanks in advance,

Best,

Sreya.

 

Hi @Sreyabnrj7 

Our colleagues will sent a technician to you home tomorrow friday 26th between 8 am and 2 pm. 

Please make sure your name is visible on the entrance and the doorbell works properly

Best Matze 

Hi @Sreyabnrj7 

Any Update for us? Did the technician fix your DSL?

Best Matze 

Hi @Sreyabnrj7 

No Feedback from you, so i guess everything is fine now.

If not dont hesitate to contact us here via o2 community. 

Best regards Matze 

Hi @o2_Matze 

Sorry for the late feedback. Yes, my DSL connection has been fixed and is working perfectly fine. Thank you for the excellent support from your end.

Best,

Sreya.

 

 

@Sreyabnrj7 

You are welcome. Thanks for your feedback.

Have a nice day and a sunny weekend.

Best Matze 

Hello @o2_Matze ,

I am back with the same problem yet again. My router has no access to the internet and the internet LED has completely switched off. I tried running diagnostics on the router, it says that the DSL Connection is active but there’s no IPv4 or IPv6. My router underwent a technical upgrade on the 27 th of July, however, I was out of town and have come home today to this problem. I do not know how long my internet connection has been dead and I will be really grateful of you could look into the matter. It is really difficult without internet, espe

@o2_Matze 

I have fixed the issue. Sorry for the botheration. 

Best,

Sreya.

@Sreyabnrj7  Perfect, thanks for your feedback.

Best Matze 

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