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Hello everyone,

since a few months it happens that we have DSL line breakdowns on consecutive days.
After several calls we tried the installation of the app to fix it, without success.

When we called, a technician was supposed to come by who didn't show up the first time because one of your employees forgot to give the data to the technician. We waited in vain and invested 20 EUR in temporary o2 packages to be able to use the internet. A short time later the internet was working again.

Now the internet is running unstable since Monday, there are frequent interruptions during the day.
We were put off that a technician would come by. Again we got 5 EUR for 15 GB Internet to be able to use the Internet for at least 24 hours straight. A technician was informed and came yesterday at noon. He said he was fixing something, but didn't tell us what exactly he was fixing.

On today's telephone inquiry, because there were already several times disconnections with the Internet, the conversation was interrupted - just hung up?

It's quite annoying to call the customer service all the time, to dial through the GDPR (DSGVO) announcement, to get the annoying app sent to you again and in the end just have to wait for a working internet.

We would like to have clarity about what exactly the technician has repaired and how to proceed, because the costs we have to pay slowly exceed the payment of a complete monthly invoice.

It would be nice if someone could write back to us who can give us clarity.

With kind regards
i.A. Daniel

Hi @Sachini 

Welcome to our o2 Community.

I am sorry for the inconveniences. 

We would like to have clarity about what exactly the technician has repaired

 

I have to admit that we dont have access to this kind of information.  

Could you give us a brief update what you discussed with our colleagues on the phone?

Did you schedule an new technician appointment with our colleagues from customer service?

VG Matze  

Hi Matze,

we had an appointment with the technician on last Thursday 24th. Last Thursday the technician didn#t say us what he did.

Directly after he left we received a notification to make an another appointment, which we did for Monday 29th. - On Monday the technician checked the Cable distributor and went.

The technician came again and changed the plugin for DSL and again after he left we received another invitation to make an appointment with the technician, which we did for Wednesday (so today).

We received a call where the technician explained he was outside and fixing the internet connectors.

But during the day after he told us he fixed it, we had another issues, like 2 times.

It is very annoying to tell your boss in call that your internet is bad again.

So if is there any recommendation to end this hick-ups, please let us know, otherwise we are willing to change the provider since we already spend time just for waiting for the technicians.

 

Thanky you in advance,

Sachini

Hello @Sachini,

 

I have checked the issue together with our technical support. We have been informed yesterday that the problem has been fixed. However, your connection still shows a few disconnects also today :(

 

Your telefone socket, distributor in the house, Line Access Multiplexer and Main Distributior have all been checked or parts exchanged. We can of course send a technician again. Before we do so, please check (again) if the wiring of your router may be causing the problem. Do you use multiple sockets or cable exentions? If yes, please try using only the original cables of the router. If the cables show any damages, please exchange them. If you have the possibility, it would also be helpful if you can test the connection with another router. 

 

Please let us know if you have changed anything about the wiring and we will inform our technical department again.

 

Kind regards

Giulia

Hey Giulia,

 

exactly, still issues.

We have no other cable extensions in use.

The router was recommended by o2 and is bought brand new.

So we talked to customer care again and get a new appointment with a technician to check if a different router doesn’t cause the issues.

 

What if the o2 router of the technician works, but we can’t measure for a day to see if it’s still stable?

And if it works we bought a brand new router for nothing?

Could we get one from o2 for free then?

 

We don’t know what to do anymore.

Kind regards,

Sachini

@Sachini what Router you exactly use?

I use the Fritzbox 7530, it was recommended by o2 since the Fritzbox 7490 was not working out.

Today we called the emergency hotline, because the internet got interrupted several times again.

We ended up using a different internet plugin which we have in the floor. Yes there is a second plugin for internet/phone, but we got told that this one is not working. But nevertheless we changed in order of the technician. Besides of that we lowered the interference in the menu of the Fritzbox to maximum stabilty.

Neither of that helps right now as the connections aren’t stable for 5 minutes straight (only when you do a speedtest shortly after the router/internet got reloaded).

I wonder that my internet worked all out with o2 before the big 1GB fibre cable changings…

Also our Apartment building has a contract with Vodafone, is this causing an issue?

 

 

Hallo @Sachini,

I had a look into this. Having two TAE-wall sockets on the same line very often will produce issues and can influence the stability of a connection. Since the faster VDSL connection uses different frequencies than the older ADSL connection it is possible that the older connection was stabe and did not suffer so much under the influences that came from issues with the wirings and several other possible sources.

Do you maybe use other utilities like PowerLAN adapters or something like that in your home?

Regards,

Lars

 

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