small update from my side:

i contacted support via phone, they created a ticket. i’m waiting for the call

Hi @undefined 

Thanks for the update.  Creating a trouble ticket via customer support hotline in a case like this always the best way to solve the connection problem. 

Our colleagues from tec deaprtment will get back to you as soon as there are any news regarding your trouble ticket.

Please keep in touch with us.

Best Regards Matze  

Hi @undefined (nice name btw),

since I am the owner of the original thread that you linked to let me get straight to the most probable error description and solution:

Most likely PYUR was not informed by O2 about your cable provisioning. Thus they did not update their DNS to recognize O2 AFTR servers.

Steps for you to take now:

• explicitly ask O2 if they have been informing PYUR about it
  • if this is not the case or if they don’t know, explicitly ask PYUR about it (maybe go to your local store)
  • if PYUR is not informed that means in consequence that they will ultimately also disable your cable connection if you are not subscribed to any other cable services from them (e.g. TV). Make sure that they do not do that by showing them your O2 DSL contract
• do not let O2 first level support guide you through your router configuration or tell them that it’s your fault. This is wasted time since cable provisioning is done automatically. Tell them politely that PYUR has to fix their DNS entries but in order to do so O2 has to inform PYUR about your O2 contract.

Sorry that I come across as a bit rude and “straight forward” but this issue has bothered me too much in the past already and I get a little angry when I read about it again :D

Best regards,

Jan

Hi @DerGeraet123 first of all, thank you so much for the detailed description in your thread. I was well-prepared for the call with support. I described everything and now i’m writing this message using my cable connection!

The ticket status is still unresolved, but internet works fine. I’m sure your case is documented somewhere in their knowledge base :)

I can imagine your emotions, because yesterday i was so mad, today i spent all my mobile data pack, because of home-office work

Downtime for me was about 20h

p.s. undefined - it’s a little javascript refer  

Hi @undefined 

great to hear :)

For me the downtime was one month, so 20h is definitely an improvement :D

Best regards

Jan

Hi @undefined, 

nice to read that your Cable internet is working now. 

That sounds great!   

I hope everything is fine now for you. 

Thanks also to @DerGeraet123 for your suggestions. 

Have a nice weekend. 

Loving greetings,

Tobias

@DerGeraet123 @o2_Tobias i just received a call from o2 technical support (at 20:30), and that was o2 first move to solve my issue, so that's mean they were not aware that it’s fixed. That’s mean it was a fix from the PYUR side. And I’m afraid that’s mean this issue could happen in the future.

My support ticket was closed in 5 min after this call.

Hi @undefined, 

thanks for your feedback. 

So, you were double-checked now.   

I hope everything is okay now. 

Loving greetings,

Tobias