Dringende Beschwerde: Kein Internetanschluss trotz Vertrags und mehrfacher Anfragen

Bitte entferne deine persönlichen Daten, da diese öffentlich einsehbar sind!

hiermit reiche ich eine formelle Beschwerde ein

Das kannst du über das Kontaktformular machen, nicht über das Forum hier. 

Please use the https://www.o2online.de/service/kontaktformular/ to get in contact with O2.

Describe your problem to get help.

Could you ask a neighbor is the have Glasfaser in house? 

A o2 admin will take a look at your post, but this could take some time.

Could you ask a neighbor is the have Glasfaser in house? 

No and I am so tired of people asking me to get this Id from anywhere. We tried everything already and we do not have it. I will try the link you gave me but please ask Admin to check on this and move it to the correct department. I need help and internet, it’s been more than a month

You should only ask if a tenant knows whether fiber optic internet is available. I wasn't asking for their ID. Can the landlord tell you if fiber optic is available in the building?

It is available, the box for fiberglass is present in my apartment, but it does not have any ID on it (not on the box and we do not have any papers for it). fiber optic internet is available on my address

I even connected my router provided by o2 to the glasfiber box already using the cable with green ends

Hallo ​@lisa.grybova,

welcome to our o2 Community.
First of all, the most important information: As all posts in our community are publicly visible, please make sure not to share any personal data.
I’m sorry to hear that your connection hasn’t been working since your move and that you haven’t felt well informed so far. I understand how frustrating that can be.
It’s great that our Kontaktformular has already been linked and that you’ve used it. Thank you for that.
We will also check the current status and will get back to you here in this thread.
Please bear with us for a little while longer.

Regards
Antje

I just recieved a message from the o2 team(i believe it is from the Kontaktformular form i filled) and they did not understand my problem in fact and suggested me to call the hotline again(which is no help at all considering how many times i did call them) to check when my fiberglass connection will be installed(it is already installed and i specified that in the contact form, I am just missing the Home Id on the box)

Can you please create a technitian appointment for my adress to change or scan my existing box which has fiberglass connection. Then the technitian will have the ID that i need to connect to the internet and I will be able to activate my internet.

Regards 

Hello ​@lisa.grybova,

our colleagues sent a request to Telekom, who are providing the technical support for the fiber optic lines which we are renting from them.

They request proof of picture, that there is indeed no fiber ID on the fiber optic box in your appartment. If there is none, I suggest you sent in here in a comment, if there is something sticking or written - for protetion of data please sent it via our contact form, using this link: Kontaktformular and then adding the picture via the buttin below in JPG or PNG format:

According the answer from Telekom, only then can a field service team make an appointment with you to fix your fiber connection.

Best Regards,

Gerrit

Here is the box, I was not able to make a photo from one of the sides but it also does not have any number there. And I do not have any papers realted to the box too to see if there is an ID.

Thank you very much, ​@lisa.grybova, I see that the ID could be found in the system and a date for the activation has been set and information will be sent to you as soon as possible.

Best Regards,

Gerrit

That’s great news! I will get back here to confirm i recived everything. Thank you for your help!

I recived a new activation date and it is in 2 weeks. Unfourtunately t does not work for me. If you say you already found the ID can I get connection ASAP and by that I mean today? I am still working from home with my mobile internet but it is not unlimited. I cannot wait another 2 weeks for the internet to be connected because in a few days I will not have internet at all. My initial activation date was Apr 13th so I believe it is fair for me to get the internet already if you have all needed data in the system.

Hallo ​@lisa.grybova, you can try via our customer service to have your router or ONT modem activated for your new address. For this, now that the ID is entered in our system, you need to give the ONT-ID, which you will find on your router:

Additionally, you can try this via us here, I have sent you a private message from o2support as well 🙂

But the activation via the ID might fail due to the ID still registered at your old address, in this case we have to wait for the activation date in 2 weeks.

Best Regards,

Gerrit

Thank you Gerrit, I have sent you my ONT-ID in private messages. I hope my router is already deregistred from old address because the first activation date of Apr 13th is already passed and I hope that this will be resolved today. Thank you for reaching out and for the help 🙂

If I call to activation will it be possible to make them activate my connection earlier? 

Unfortunately the new address for your modem is not yet registered in our system, so that your modem ID cannot be entered, ​@lisa.grybova.

With fiber, unlike in some cases with DSL or cable technology, we have no way for an express activation.

Best Regards,

Gerrit

Understood Gerrit, then I have a few questions:

1. If I call to activation will it be possible to make them activate my connection earlier? 
2. Why my router was not registered on my new adress if I already had an activation date? And what do I need to do to make sure next time I will have my internet?

For fiber technology also our activation team cannot set in motion an express activation, ​@lisa.grybova.

It has been really unfortunate that first the ID number of the fiber optic box in the system and that it then took a long time to fix this between you, us and Telekom.

Usually an activation by change of adress goes much smoother.

For the time until actoivation there is the poossibility of having internet with ordering our Testkarte, which is for customers which do not have mobile tarif with us and is free for testing our mobile network and deactivated after 30 days.

Best Regards,

Gerrit

Hello again, this is an update on my situation.

Today is May 5th, the day I had my appointment for internet connection, and I still cannot use my internet.

After trying to connect via portal and service app, I called a hotline today, and to my surprise, I was told that my router is still registered to the previous address, and I cannot use the internet with it. I SHOULD HAVE ordered a new router, so it seems, but no one told me that I should do it. And the person on the line also told me that I CANNOT order a new router unless I somehow activate this in my new place.

This whole situation and process does not make any sense to me. I have been working using mobile internet for 2 months already. Made multiple calls to the O2 support, wrote here, sent complaints, and I still cannot get my internet. What magic should I produce so it will actually work, and I will finally have the internet at place?

I was told that at least my fiber-optic connection is activated and should work now, but I cannot even check whether it is true. And I am honestly scared that if I fix this router's issues, then I will be hit with another 2 weeks of waiting time for the activation of the network.

Can someone here help me out on what I should do next?

I will be opening a complaint with the Bundesnetzagentur, so this matter will hopefully be resolved faster. Additionally, I ask you to give me contact information with whom I can talk about delivering a 5G router with unlimited bandwidth for the time that I am still not receiving the service. 

That is an unpleasant turn of events, ​@lisa.grybova, that due to a misunderstanding or a mistake your old router has been cancelled while ordering the move of your connection to your new address.

A new router can in fact only be ordered for you after the activation of your connection at your new address, which is since today you can order a new router.

A 5G router to getting over the time until a new router arrives we do not have as an emergency measure, only our Testkarte could function as such for making a mobile hotspot with it.

Best Regards,

Gerrit

Can you order me this router?
I need it ASAP

I have asked internally, ​@lisa.grybova, due to the connection not yet being deactivated at your old address, your connection at your new address cannot be activated beforehand - and therefore, the router cannot be ordered beforehand.

We checked, and the earliest date possible to order a router will be the 12th May.

Another recommendation would be for you to purchase a router, that way you can use your connection earlier.

Best Regards,

Gerrit

I am sorry, what? My activation date(second one, mind you) was on May 5th. Why do I need to wait until May 12th now?
This all feels like a very bad joke to me, honestly. What will happen next? I will need to wait 2 more weeks after May 12th to be able to use the router and the internet because “reasons”?

I do understand how you feel about it by now, ​@lisa.grybova, after a regular move of your connection first has been confronted by the missing ID, then your router was not included in the move and now usage is postponed again due to a postponed deactivation at your old address, because the necessary router cannot be ordered until then.

I can only come up with the thought of an own router, checking prices for the Fritzbox 5530, which with us is for 5,99 € monthly.

Best Regardes,

Gerrit