@rsv o2 VDSL or really coax cable? Own router or rented router from o2? What router you exactly use?

thank you for your enquire

O2 rented cable router: Fritz Box 6660

@rsv did you transmit the MAC address from the router to o2? What error message you get? (Screenshot?)

I was told they have all info since I’m renting it from them. I even preferred to rent to not have the trouble to set up.

The image attached is what happened once I connect to the WLAN and tried to access any site.

I tried already all their apps in Android or MAC that could help to fix it and they all ask me to contact the technical support.

@rsv have you full access to your my o2 service account? Here you can verify the mac address from your router. Not where was make a mistake.

This is the message that appears there:

@rsv Did you get a ticket number from the hotline?

Yes, the most recent one was 533132

@rsv I have fear this is only a pre ticket number. Did you have any german speaken friend who can assist you with a call?

Unfortunately, no. Due to pandemic I don’t have contact with anyone else.

But in any case, the problem is the technical support team that doesn’t speak English.

Hello @rsv, welcome to our o2 community :-)

I am sorry there seems to be an issue with your cable connection. I had a look into your data. It seems that we tried to send a router to you that came back to us, after veryfiing the address a new router was sent to you and as far as I can see also reached you.

Could you please have a look into the online portal under Mein o2 and verify that the MAC address for the router stated there is the same that you find on the byackside of your router? If not, please change it to the one of the router.

If the MAC address is identical please contact our technical departement either via phone or via chat or WhatsApp so they can have a look into this. 

Regards,

Lars

This is the message that appears there:

 

Hi @o2_Lars ,

Thank you for your interest. As you can see, this is what appears for me (it is translated from German by the way). How can I check it in this situation? 

The problem is that going to technical support is not a viable option, they don’t speak English and my German is too limited. I have tried several times. Can you communicate with them and check it together with them, please? 

Thank you

@rsv Please call at 10am up to 2pm the hotline at 089787979400 and ask for an English speaker operator. 
Or try the WhatsApp Chat in English.

https://www.o2online.de/kontakt/whatsapp-chat/
 

If you don’t get with both ways english support please leave a message here.

Last question. Did conference call at your mobile working?

Hi,

I tried.

A ticket, 8270558, was open on 11.05. but no reply so far.

Can someone please advise me on what else I can do?

I’m without the internet for almost a month now.

@rsv How you have have reached the Hotline? Via phone or WhatsApp Chat.

Hi @Joe Doe , hotline after many many trials..

Hi @o2_Lars ,

Can you help me somehow? 

I keep trying and every time I ended up in the cable internet technical department with them saying to me that they don’t speak English and hang up. Can you please ask someone to intermediate this? 

Hello @rsv,

I have contacted our technical support and we will inform you as soon as we have a reply from them.

I am really sorry for the trouble and hope that the problem will be solved very soon.

Best regards

Giulia

Hi Giulia,

Many thanks!

I look forward then to hearing from you.

Best wishes

Hello @rsv,

I am sorry that I have to ask for additional patience today. Our technical support is in close contact with Vodafone who are responsible for the repair of your cable connection. We will keep you up to date and I am confident that the problem will be solved soon.

Best regards,

Giulia

Hi Giulia,

That's okay. Just the fact that I'm receiving feedbacks and I know that is being taking care is an improvement.

Thank you

Hello @rsv,

I have just checked your connection and it looks like everything is okay now. Have you already tested it and is everything working now?

Looking forward for your feedback.

Best regards,

Giulia

Hi Giulia,

Thank you for your feedback.

Now it is working properly.

Hopefully it will stay like that.

Many thanks!

Hello @rsv,

I am really happy to hear that  I have already ordered a refund for your monthly charges since April 21st. The refund will be set off against your next invoice.

I would also like to apologize for the inconvenience.

For any further questions, please contact us again.

Best regards,

Giulia

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