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Hello,



I ordered a subscription awhile back for internet/dsl (50mbit) along with a router.

I get the router one week before the installation should be made. A worker comes to install the DSL and does so, but says that something is wrong and I will not get 50mbit right now, only 20mbit.



After he left, the internet was working up to 20mbit.



Two days later the internet is turned off(?) and I get nothing. I also recieve an email from o2 saying no one came to install the dsl (even though someone was there and i signed that he was there. I needed to contact o2 within 10 days or the subscription would be cancelled..



So I went to an o2 store, there they told me I have to call o2 support for this business, and I got a number. The number didn’t work so I called the normal support.



The support said that they would order a new appointment for the dsl installation. They said that the person would arrive this Tuesday between 8-12. No one showed up however and I also realised I never got an email confirming this visit. I called the support AGAIN and they just said they will ask for the next available time for them to come and install the dsl.



That’s it. I have no more information, have gotten no email and obviously I am still without internet but I have a router just standing there.



I feel like o2 really doesn’t care. I, the customer, have to try and chase o2 to give me the service they gave me a contract for.



I really just want the internet to work and I don’t understand why it is such an issue and that I have to be the one contacting support multiple times, on phone, on facebook and now here, without anything even getting solved.





What should I do? I would be really annoyed to have to change to a different company after all this time has passed...
Hello Eliass,

as far as I can see you already had contact with our customer service recently.

We ordeered a new activation date from the local provider but unfortunately we did not recieve a new apointment yet :-/

As soon as we have new information we will send it to you, as of today I can only ask for patience, sorry.

Regards,

Lars

hello, I had similar problem with my O2 DLS connection. When I ordered the router I was given an appointment  date of 16th July 2020 and then got an email for 24 July 2020. The technican cam on 24 july around 10 am, though the original appointment was between 12 to 16 CET. He did the installation from Keller than within 5-7 minute  he left stating ALL IS OK. He did not even turned the router on, i asked him to wait so that I can check the Internet. It has been almost 20 hours with no internetwork connection. I called support they don't answer,  then I chatted with online support they said to wait till 6PM and it will get activated automatically. Till now Internet not working. What I see is red light on internet icon on the router. 

 

The support of O2 is not good. I am not sure if I made the right choice of going for o2 dsl. 

Can I please get any help here. 

@Manish what kind of router you use? Exact model please and rented from o2 or buy by yourself?

It is O2 homebox 6741. It came with my O2 DSL subscription, rented from o2

@Manish what the Status from the DSL LED. Flash or on?

It is green light on DSL, power and wlan.

On internet no light.

@Manish look for me that the technican setup you to a wrong provider. (Verschaltung) 

Can you login ( http://o2.box j in your router menu and start the Startup Assistant. What did you seen at the screen?

When I login to o2.box.i get attached message and it doesn't go further. I cannot even try entering new pin

 

 

@Manish Fu… What I think before. The technican make a mistake. (Verschaltung) You must make quickly a technical ticket. Did you have a German speaken friend who can help you?

You can made preticket with the service app.

 https://hilfe.o2online.de/english-o2-community-broadband-dsl-70/how-to-create-a-technical-error-ticket-for-v-dsl-line-at-o2-510083

But with the preticket you must call. The words you must mention: Ich habe einen DSL Sync with constant green light. (I have a dsl sync) Aber im Router steht bei Status der Erkennung des Zugangsnetzes : Das Netz wurde nicht erkannt (In the Router is mentioned what the Network Is unkown) 

Da liegt eine Verschaltung vom Techniker vor. 

Sorry.

I went to the O2 store and they told me that I have entered a wrong pin which I never did.thry gave me a new pin and I reset the router but I never got an option to enter a pin. please see picture attached.

 

@Manish because the technican make a mistake and incorrectly configured your VDSL Port. Can been happen that your port is now configured for Telekom.

You see this, because you get the message Das Netz wurde nicht erkannt. → The o2 Homebox can´t reach the o2 server.

Please make a technical ticket at the hotline.

@Joe Doe one final comment from my side with more pictures just to help you to suggest me further this time I was able to go further. Does it still confirm that the technician made a mistake.

 

I was getting green light on all three check and when I clicked next it asked me to set a password for my device which did but as soon I clicked next I got a message to contact O2 customer care 

 

Step by step screen shot attached.

 

 

@Manish now looks good from my side. Status der Erkennung des Zugangsnetzes. :ballot_box_with_check: (Last picture) 

Did you have now Internet access?? Zugangspin means Voippin (for phone 10 digit number)

@Joe Doeno the internet is not there. I was able to get to the screen where it asks me to add neues kennwort where I created a new password for router and reconfirmed it. As soon I clicked next I got the message : contact O2 customer care.

@Manish please reset the o2 Homebox by pressing the reset bottom. (About 15 seconds) Try again to setup the box.

If this not work make please a ticket.

 

Hello @Manish,

 

looks like your internet is now finally working since a few hours. Can you confirm that everything is fine?

 

Thank you @Joe Doe for your help in this case :)

 

Kind regards

Giulia

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