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DSL moving

M
Rang
Let’s see if anyone from your ridiculously useless customer service crew can help me out here.

Stupidly enough, I decided to sign an o2 dsl contract around this time last year. I’ll skip the part where I didn’t get it for THREE MONTHS and fast forward to December 2018 when it became clear I’ll be moving to a new flat on 01.01.2019. I am working full time so obviously couldn’t go to the shop, so I went online, filled out the necessary form and then a technical error message came up, said try again later. I kept trying for days, no luck. I finally made it to a shop on a Saturday evening to be told “oh sorry, it would take us 10 min to get through on the phone and we close in 5 so just fill out the online form, it’s faster.” “Doesn’t work for two weeks now.” “Then come back after the holidays”.
Thanks.
The technical error finally got fixed, then I got an email that said “Bitte haben Sie Verständnis, dass wir Ihnen bis zum Ausgleich der fälligen Beträge keine weiteren Verträge anbieten können”. I called (which is a whole other experience I won’t get started on right now) and after an HOUR on the phone with FOUR different employees, I was assured that the address change is now confirmed and I will receive an email with a technician appointment. That was on 12.01.2019. I got an email thanking me for choosing o2 but no appointment.
I called again on 21.01 to see what’s up. Half an hour and four more employees later, it became clear that there was a system error and my address change didn’t go through so now we’d have to try and do that again. Another half hour passed by (I’m not exaggerating, I’d show you screenshots!). The system error seemed very persistent but your colleague assured me this time the change is official and I can have an appointment on 11.02. for which I would shortly receive an email. And if for whatever reason that doesn’t work, I’ll get a phone call from another colleague.
No email, no phone call.
So today, 04.02., I called again to make sure a technician will indeed show up next Monday. The appointment is NOT confirmed and nobody seems to be able to tell me anything more about it.

So please, oh mighty o2 gurus, do share when will I finally be able to indulge in the joys of the Internet again?

Thank you.

8 Antworten

o2_Lars
Hello @Marinamvt,
I am sorry to hear that you encounter this much inconvenience with the moving of your DSL connection.As far as I can see this issue has already been escalated to a higher departement and is is being worked on.- I understand that this ist not as satisfying as a working connection but I can assure you that every step needed to enable the conenction on your new address has been undertaken.
Unfortunately everything I can do right now in this forum is ask for patience, sorry.
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
M
Rang
Damn right that’s not good enough.
I went to the shop couple of days ago and after they were bounced around and put on hold for 20+ minutes, I got the same answer - “there’s no change, sorry, be patient”.
So answer me these:
What sort of a telecommunications company can’t give a clear and direct answer even to their employees?
What sort of an Internet provider has technical problems for nearly two months now?
Why does something so simple need to be solved by higher departments?
Why is it that meaningless apologies from seemingly irrelevant to the issue employees are all I ever hear?
Why has nobody from “a higher department” bothered to contact *me* and say “hey, we know it’s been unacceptably long, we’re having this and that problem, we have done this and that to solve it, we expect it to take this much time”?
*What* is the problem you’re having exactly and what *have you* done to solve it? Did you call a technician? Or, to quote your solution to all problems, did you try to turn it off and on again?
Why didn’t it cross anyone’s mind to offer some kind of a solution to this “temporary” inconvenience? Like give me my money back or keep it and make my mobile internet unlimited (since that’s what the dsl is supposed to provide me with) or send me one of those usb sticks or a hotspot pass or LET ME CANCEL MY UTTERLY USELESS CONTRACT.
Between the endless phone calls and fruitless shop visits, do you have any idea or care at all how much of my time you have wasted?

And if you’re just going to repeat that you’re sorry and it’s being worked on and I need to be patient, save it. It achieves nothing.
Get creative, come up with solutions and then maybe try again.

In the meantime, there’s clearly no point to waste any more energy here, so might as well pay someone to do it for me.

Good day to you all.
M
Rang
In case anyone’s wondering - NOTHING has changed. NOBODY has contacted me, when I try I get bounced around employees and am told there’s been a technical error and that’s it. That’s the best you’ve got.
A
Rang
Hi Marina,

I was concerned if anything changed after this comment. We faced the same issue with them, It was so frustrating we have been paying 30 euro for nothing for 3 months after address change. And after they came and connected last week the internet works and then stops suddenly and now it is completely not working since 2 days. Also we cannot see DSL usage details on the page.
M
Rang
Well, Alfred999 and everyone else, TODAY, that's right, 11. OCTOBER, ten months after, I received a letter thanking me for my inquiry from January and saying they are NOW WORKING ON changing my address. OVER TEN FREAKING MONTHS IN THE YEAR OF 2019 IT TAKES O2 TO CHANGE A GODDAMN ADDRESS AND PROVIDE AN INTERNET CONNECTION TO A CUSTOMER THEY WON'T LET CANCEL THEIR CONTRACT DESPITE BEING UNABLE TO UPHOLD THEIR END OF IT.

Obviously, I went to Vodafone many months ago so I've been all set, but COME ON.

To all o2 employees reading - how and why do YOU put up with all this crap?! I, only one of numerous unsatisfied customers, have taken up the time with angry conversations of at least 15 o2 employees - over the phone, on facebook, on here, in person... I honestly cannot imagine how it can be worth it to work for a company that puts you in that place all. the. time. I genuinely hope you're all living in penthouses and spending the summer on your yachts, otherwise just collect a big stack of angry customer letters and go demand a raise or something.

So yea. Anyone interested in joining the lawsuit, hit me up.
But maybe hit Vodafone up first, so we can have an actual chance of getting in touch.

Bye-bye now.
D
Rang

I have to shift my O2 connection to a new home, In the past one month I am trying to reach the O2 hotline to transfer my line (017688855222) but no luck, recorded Voice in German so not able to convey my message. reached new address try to find the internet availability check but not able to check the same in online, They ask me to dial 08000550200, Same issue recorded voice in German and not able to reach the customer care. I am not using the O2 internet line but still paying for it. I have shifted the location from Cologne to Munich, Is someone can help me get connected with my internet connection to a new address as quickly as possible. 

M
Rang

 Is someone can help me get connected with my internet connection to a new address as quickly as possible. 

Honestly, the one reliable way to get in touch with them is to cancel your contract. Then all of a sudden they call you 3 times a day and everyone’s like “of course I speak English!”. (They’d be calling to change your mind, so if you don’t actually want to cancel it, you can stop that process)

o2_Matze

Hi @DineshGermany 

My systems tells me you have already reached out to my colleagues from customer support hotline to place the order to move your DSL to your address.

If you need further assistance don’t hesitate to contact us. 

Best Regards Matze  

https://g.o2.de/wcr

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