Failing to get the compensation. Need Help

Good afternoon,

I have the problem of getting compensation for the product (Home DSL) which, unfortunately, was not delivered to me.

I have an active contract for Home internet via DSL cable since the 6th of November. However, somewhere on the street DSL cable is damaged or something, in fact, nobody really knows. I have created the ticket for a technical issue. Technicians came twice (it was identified that the problem was not inside my house or around it). The DSL cable has no connection. The last visit was after one month from when my contract started. From that point, I did not get any updates about my ticket status or what other actions would be taken. The fact the 

I cannot wait longer than 2 and a half months without the internet, especially, when I am paying for nothing as well. I called support more than one time to ask how I could receive the compensation because I did not receive the services for which I was paying and had to be delivered from the day when the contract started. They told me to use the form online in which I have to measure the internet speed with bereitbandmessung.de (which is, obviously, not possible without having an internet connection) and use it to ask for a reduction. I submitted that form without the attachment for measurement data.

Later, I received the physical letter that there was a failure due to lacking a file with measurement data. I called to support once again. The person from support told me: “Try somehow fake the measurement data by taking the screenshot with 0 speed.. try show that there is no signal, and so on”. Actually, it is not even possible to open the app without the internet… However, I made a picture with 0 speed and then submitted it again. Now I got the second letter that I needed to submit measurement results from bereitbandmessung.de.

I want to ask for help, how should I properly submit or ask for reduction/compensation for the product I did not get and currently am not getting, but paying?

Best Regards

Edgaras

Edit o2_Cora 27.01.24: Moved from → O₂ Home: Vertrag & Tarife