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In October 2018, I went to nearby O2 shop,Hannover to get a nanoSIM for my new smartphone. I was using O2 SIM for a long time. The colleague at the O2 shop offered me a very lucrative deal of EU flat-rate on mobile phone tariff combined with a DSL contract and Fritz!box. Though I was reluctant to change my Vodafone (Kabel Deutschland) contract, the colleague convinced me to sign the contract and said they will take care of all formalities related to shifting my contract from Vodafone to O2. Few days later, I received a letter from O2 stating that the earliest date they can provide me their service is in October 2019, because I have crossed the deadline of cancelling my Vodafone contract. Yesterday (21.10.2019), Vodafone disconnected my internet and the technician from the Telekom came and activated the new connection. So far, everything was fine. The problem starts here. I tried to set-up the Fritz!Box 7490 that was sent to me by O2 last week by exactly following the instructions in the manual. In the end, I got the error message “Internetverbindung fehlgeschlagen. Die DSL-Verbindung ist gestört”. The Power/DSL LED kept blinking all the time. I contacted local O2 shop where I had signed my contract and the colleague suggested me to use the “DSL Hilfe App” and if it still does not work, asked to call the hotline (0800 5251378). To my misfortune, the App did not help and I had to call the hotline. My previous experiences of calling the “O2 hotline” was nothing less than a nightmare. It was no different this time. I had to call them several times and the problem is still unresolved. To my surprise, one of the colleague has even lectured me that I live in Deutschland and not in England when I told him that my German speaking skill is not so good and if he can explain me in English about some technical information that I did not understand in German. As always, they were unfriendly and less helpful. Their easy answer is we have generated a ticket and will look into the matter and if it does not work in next few hours please call us back. I still have no internet at home. I went to the O2 shop again and asked for help. Their response was as usual “I can do nothing and please call the hotline and resolve the problem”. When I said if they cannot resolve the problem, I would like to cancel my contract the colleague said I cannot even do that. It appears that O2 personnel has very friendly approach until you sign a contract, thereafter if you approach them with a problem no one feels responsible. It has been two days and I still do not have internet at home. When both O2 shop and Hotline refuse to take responsibility I do not know whom to approach to resolve this problem. Hence I am posting this complaint. I hope O2 looks into this issue more seriously and find a solution at the earliest. If not I will cancel my contract (I surely can and I will) and go back to Vodafone.

@PC28 what exactly type of fritzbox you use?

@Joe Doe 

Fritz!Box 7490

@PC28 ok. Hardware you can use for vdsl. You use the grey dal cable from the fritzbox to connect fritzbox and tae box? And a technician never show up? Sorry for my questions.

@Joe Doe Yes I used Grey DSL cable, the technician from the Telecom came, checked TAE port and said “everything is OK” but I still cannot connect to internet. Error is “DSL Unterbrochen”

@PC28 i only can prefer to make again a ticket over the DSL help app. You don’t get a pre ticket number over the app?

Post the result here please.

https://hilfe.o2online.de/english-o2-community-43/how-to-create-a-technical-error-ticket-for-v-dsl-line-at-o2-510083

@Joe Doe the Ticket nr that was generated yesterday was “430 400”

@Joe Doe i generated new ticket and called again. nothing changed. The guy said he will look into the matter and call me. I have been hearing this since yesterday. The only option left for me is to cancel my contract and Go back to my previous provider. It is expensive but the service was better. O2 is hopeless

Hi @PC28,

welcome to the o2 community!

I am sorry to hear that things don’t work quite as they should by now regarding your dsl connection.

My colleagues at our hotline are aware of the problem and even know what to do about it, the thing is that we’re currently experiencing some issues with a specific software. Unfortunately, this is why the ticket could not be generated so far.

We are positive that things will be back to normal by tomorrow, so I’d like to ask you to contact the hotline tomorrow afternoon again, so that the ticket can be generated and your issues can then be resolved as quickly as possible!

I am sorry for the inconveniences,
best regards,
Jan.

@o2_Jan Thanks for your response. What you are suggesting is to make another call. I already made 6 calls.Your colleague even took my phone number and said he would get back to me this morning. I am still waiting for his call. Sadly nothing changed. This is the 3rd day without internet at home.

I am definitely cursing my wisdom to opt for O2 DSL, just to save few bucks, when I already was happy with my previous provide. However, I have submitted the “Kündigungsvormerkung” today and if I dont get this resolved by this evening, I will approach another provider. Sorry, such irresponsibility is least expected from one of the most popular service providers in Germany.

Hi @PC28,

I can see our customer service has reached you in the meantime because the troubleshooting ticket has been generated, at last.

In this forum, we can only keep you updated with how things are at the moment, but then again, you will know for yourself and be informed once the dsl line is working properly, I guess.

I really hope they’re able to help you as soon as possible. :fingers_crossed:

Best regards,
Jan.

@o2_Jan Please let me correct you. Your Customer Service did not reach me, I reached them. We cannot expect O2 to ever reach their customers to solve their problem.

Yes! I was told a Technician would come on Friday. Now let me see if he will actually turn-up on Friday.

@o2_Jan Could you please confirm if a technician has been sent to look into my issue? This was the promise made to me on Wednesday when I called the hotline. I have not gone to work and at home waiting for the technician. So far no one turned up.

Please not this whole issue has affected my entire weeks work.

@o2_Jan @Joe Doe It looks like my O2 woes are never ending. After a weeks struggle I sorted my DSL problem. Although it gets disconnected quite often, I am happy that at least there is internet at my home. 

Now I have a new problem,  

When I signed my contract at the O2 shop I was promised that a Rabatt on Anschluss preis, and 3,99€/month for FRITZ box and 100% discount for first 6months. Now I got a bill of 63,24€ for this month. This includes DSL Anschlusspreis.:rage:

I kindly request you to put an end to my miseries. 

Hello @PC28,

I am glad to hear that the DSL connection is up and running.

Regarding your question about the invoice I had a look into this. In October 2018 we confirmed that there will be no activation fee for the router and a descount of 10 Euros for the activation fee of the DSL connection.

So you paid an discounted fee of EUR 39,99 plus additional EUR 9,99 for logistics, as stated in the letter from last year.

I can not verify that there would be a rebate fpr the monthly router fee, sorry.

According to all the data that I see the invoice looks correct to me.

Regards,

Lars

@o2_Lars Thanks for your reply. I really don’t understand if this is any kind of joke. 

The colleague at the O2 Shop offered me this contract. When I contacted the O2shop they admitted that there must be a mistake and the money will be credited into my account. Now you are saying that the bill is correct:rage:

This is the trust I have in O2 that I even has asked for the sheet as a proof in which she explained me the details of the contract. 

Following are the specifics of the offer used to trick me into signing this contract. Since I already had an O2 sim, I was told I will have following benefits when I take a Combi DSL package.

I will have  6 x 20€ (120€ Gutschrift). She even clarified that for the first 6 months I will be charged only 12,99€ and from 7th month I will be charged 32,98.

No DSL anschluss preis

No Fritz Box Anschluss preis,  but I only have to pay 3,99€/month for the router 

Even in the “vertragsinformation” that you sent me on 21.10.2019

O2 DSL Free = 29,99

Option AVM FritzBox 7490 Monatlich = 3,99

Summe monatlische Kosten = 33,98

Rabatte

1X 49,99€ Rabatt auf Router Anschluss Preis = -49,99

10 € Kombi-Vorteil = -10,00

10 € Rabatt auf Anschlusspreis = -10,00

6 Monate 100% Rabaat auf Grundgebhur

So with all this information I should be charged “12,99 + 3,99= 16,98€” . Now please tell me how did you arrive to 63,24€ for this month? 

It is no where stated in the vertragsinformation that there is AVM FritzBox Anschlusspreis. But in the bill for this month I was surprised to see I was charged for AVM FritzBox Anschlusspeis (42,0084€ + 19% MSt). 

Hello @PC28,

that is correct, there is a discount of 100% on the “Router Anschlusspreis”. You will find this some lines below in the invoice.

There is no 100% discount on the DSl “Anschlusspreis” (not to be mistaken with the DSL Router Anschlusspreis), there is a rebate of 10 Euros that you will also find on the invoice. So the activation fee for the connection is EUR 39,99, for activating the router you pay nothing since this is discounted to 100%.

Maybe there was a misunderstanding since there is an “Anschlussgebühr” twice? It is once for the connection itself and once for the router.

Regards,

Lars

@o2_Lars Now this is getting more and more complicated.  The colleague at the O2 shop clearly mentioned that I will not be charged the Anschlusspreis ( I have the proof of the same). I can send you the attachment if you want.

Why was this “DSL anschlusspreis” missing in the Vertratgsinformation sent to me of 21.10.2019?

I still did not understand, how did you arrive to 63,24€? 

From the moment, my DSL connection has been changed to O2 I am having nightmarish experience. One entire week you left me without internet connection, you made me waste my valuable time by trying to reach the hopeless Hotline several times, and now you are overcharging me than what I have been promised. You dont seem to have any regrets

I definitely cant take this pain anymore. I have already submitted “Kündigung vormerken”.  I will terminate my contracts with o2 with immediate effect. I guess I definitely have the right to cancel my contract over excess charging of money.

If any additional money is booked from my account I am definitely going to file a complaint in the consumer court and will seek a legal action. As I go through this community, I am stunned to see that I am not alone and this is a very common issue with O2. 

 

Hello @PC28,

I had a look into the information that you recieved on the 21st and find a discount of 10 Euros für the DSL activation fee.

If you made an arrangement at the shop that stated that the DSL Anschlusspreis will be fully discounted I can only recommend to contact this shop since every data that I can see states that you will “only” recieve a rebate of 10 Euros. We do not have the possibility to change this aftwerwards, if the shop did not activate in the way that was agreed the shop is the point to contact.

You will find every position that you are billed for on your invoice. To what position are there any uncvertainties?

Regards,

Lars

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