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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

Hi @Edgar9 

welcome to our community. Thank you for your message. 
In this particular case, a reduction is not the correct way to go, because according to your statement, your connection is not working at all, so the correct way would be to demand compensation.

We will be happy to send you the appropriate link to the form by private message. Please fill out the form completely, then our colleagues in the specialist department will take a look at it and get back to you.

Kind regards Matze

Understood, thank you! I am going to try this new form.

Hello @Edgar9,

now that a few days have passed, I wanted to ask whether you have already submitted the application for compensation? If so, have you received any feedback so far?

Best regards
Cora

Hello @o2_Cora ,

I did not fill the form yet, because the issue is not yet resolved (as far as I understood, I have to fill this form when the technical problems are resolved.). But I got a new request for technician appointment.

In the following days the technician is going to visit me again and then the things be clearer.

Kind regards,

Edgaras

Hello @Edgar9 ,

that is correct, you can send in the request once your connection is running again, hopefully this next technician visit can already solve the issues that you are currently experiencing with your DSL contract.

 

Kind regards, Sven

Good evening,

the technical problem was finally resolved with the last technician visit early this week. The DSL connection finally appeared in my wall socket. 

I already filled out the compensation form and apparently, it was accepted. 😊

Even though the DSL cable is now repaired, I have already been using the wireless 5G home internet from O2 for a month now. I am happy with this choice and most likely will continue with it further.

Thank you for your help and support!

Kind regards,

Edgaras

Hello @Edgar9 ,

that’s good news, both that your connection is up and running again and also that everything with the compensation also worked out. If you have any further questions or an issue in the future, please do contact us here again.

 

Kind regards, Sven

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