Dringende Beschwerde: Kein Internetanschluss trotz Vertrags und mehrfacher Anfragen

I checked the state of the activation of your internet, ​@lisa.grybova.

As it is not yet activated in our system and the router can still not be sent, I made a clearing tivket for our technicians to finally fix this.

Best Regards,

Gerrit

Honestly, I am not even surprised at this point. How was it not activated if I had an activation date on May 5th?

​@lisa.grybova First the deactivation at your old address has been postponed, that way the activation at your old address had also to be postponed.

Second, now, after the connection at your old address is now deactivated, the actibvation seems to lag in our system, therefore I addressed this to our technical department for the colleagues to fix this as soon as possible.

Best Regards,

Gerrit

​@lisa.grybova I have checked, your fiber connection is now finally active.

Could you find your own solution for a router or do you need an order for a rental router, the Fritzbox 5530 for 5,99 € monthly?

Best Regards,

Gerrit

Hi Gerrit, I already have a router in my current contract for which i pay (i rent it from O2). Please order it for me

I got a message that my connection was activated but I am not able to check it with my old router. Please order a new router to the adress of my current contract so I can check if I actually have an internet

​@lisa.grybova use the retour portal to send the old rental router back: https://router-retoure.o2online.de/start/app/dashboard 

I will do that, but order me a new one. I am not calling the hotline, they are not understanding English 

​@lisa.grybova I did order the Fritzbox 5530 and requested a credit posting for the shipping fee and the connection in total 59,98 €, as your old router has been taken away when ordering the move of your connection for you.

Only beforehand I made the mistake of ordering the 7530 AX, which is of course totalkly wrong and we send an E-Mail to our colleagues in our department for router logistics to have that order stopped.

So that you do not wonder why you are being sent confirmations for the Fritzbox 5530, which you need and the Fritzbox 7530 AX, which is not for fiber technology and which we a re trying to have stopped.

Best Regards,

Gerrit

Okay, understood, thank you, Gerrit

Hi Gerrit,

I notice that the router that was sent to me was requested to be returned back to the sender. Is this because the router that was sent was the wrong one or is there another problem related to it?

Yes, it is because it was the wrong router for the technology of your conenction, ​@lisa.grybova 

The correct router Fritzbox 5530 is being sent, when it has been handed to DHL you will receive an email with the Shipment Tracking Code, which hopefully will be tomorrow.

Best Regards,

Gerrit

Hello Gerrit,

I received the router and tried to connect it to the internet using O2 service application. After activating the router and following all the instructions, the service app indicated a problem with my connection. The number it gave me is 696828. I can talk to the support, but I am unable to find someone who could help me in English there, so can you please check what the problem is now?

Oh, that is a very sad development, ​@lisa.grybova, that you received the router but the installation is not possible and that our Service App show a problem with your connection.

From here we cannot work on broadband connections due to us Moderators here not havein the necessary systems access.

Can you try via language translation tools or friends to contact our hotline for problems with broadband connection -. our normal hotline via the 0800 525 1378  from Mo. – Fr. 7 – 20 and Sa. 10 – 18 Uhr and our emergency hotline 0800 123 7744 for all other hours?

Best Regards,

Gerrit

I tried doing thta yesterday (with my German friend), the hotline operator said he is unable to find my problem by number and sent me a video instruction with things I did 15 times already. Is there a possibility to send someone to my adress so they will connect my internet? How long am I supposed to fight over internet connection with operators who are clearly interested in helping me?

​@lisa.grybova The colleagues made an entry today that they could activate the Fiber optic modem tohgether with you. Is your connection now up and running?

Best Regards,

Gerrit

Hello Geritt,

Yes, ​I am happy to announce that my internet connection is finally working with the router I received. The O2 Service app failed to set up the router automatically, so I had to configure it manually myself with the help of an operator (the second one i called).

​Could you please advise me on one important matter? I previously sent an official complaint to the O2 head office requesting a refund for the two months I was left without service, along with additional compensation according to German law (§ 58 TKG). In that letter, I also included a clause stating that if the internet was not working within a week, I demanded the immediate termination of my contract, as waiting any longer was unreasonable.

​However, since the connection is finally up and running, I would like to keep the contract active and do not want it terminated. That being said, I am still absolutely demanding the statutory compensation for the entire downtime.

​How can I reach the department responsible for reviewing these official letters? The only update I have received so far was an SMS on May 18th stating that my case is "under review." Is there any way you could assist me with this or point me in the right direction?

​I can provide the DHL tracking number for the letter if that helps locate the case in your system.

​Thank you for your help

I see that the colleagues sent you a letter at the end of last week, declining the early cancellation and cancelling you contract on 06.05.2028, at the end of its running time of 24 mo0nths, ​@lisa.grybova. It might not have arrived yet.

If you like to, I can withdraw this cancellation.

Also I can request a refund for the time after the move until the 1st of June, when you could not use your contract delays due to no router, wrong router, and the wait for the correct ID of the fiber optic box in your new appartment.

Best Regards,

Gerrit

Hello Gerrit,

Thank you for the update.

Yes, please withdraw the cancellation (for the regular contract end in 2028). Since the internet is working now, I would like to keep the contract active as usual.

Regarding the refund and compensation, however, I need to correct the timeline: The original activation date was scheduled for April 13th. I was left completely without service from that day until June 1st. Therefore, I am requesting a full refund of the base fees starting from April 13th until June 1st.

Furthermore, I am still maintaining my claim for statutory compensation according to § 58 TKG for the entire duration of the total outage (starting from the missed activation date). A simple refund of the monthly base fee is legally not sufficient here, as the delays and router errors were entirely out of my control.

I would be very grateful if you could withdraw the cancellation and forward these correct details (outage starting April 13th and compensation according to the TKG) to the responsible department.

Best regards, Yelyzaveta

I have requested a deactivation of the cancellation of your contract, ​@lisa.grybova.

You can claim a compensation with our Compensation Form, as from here we cannot forward compensation claims.

Best Regards,

Gerrit

Ho Garret,

I just received an invoice for this month and I am curious when will the monthly payments be paid to me (starting from the moment i wasn't using the internet and till June 1). I did not see the refunds on this invoice (which is pretty high, considering I had to pay for router reconnection again)

And honestly, paying 50 euro for router set up is a little enraging me, since i still had to call 3 times to a hotline to make it work and i think i was just lucky i got a guy who actually wanted to help. Otherwise I wouldn't have an 8nternet still.

But I am generally bot happy with the quality of the support around this situation.