Fiber order since May – still not usable, every request answered with “please call us”

Hello,

I’m hoping someone from the o2 team here can help, because the regular support channels have not worked for me at all.

Timeline:

• 10 May 2026: I ordered o2 Home fiber (UGG network). I also moved two mobile SIM cards to o2 to get the bundle discount.
• 2 June 2026: The activation date shown in my account passed. Nothing happened, and no new date was given.
• August – September: I wrote several emails asking for a date and a correction of my delivery address. Every answer was polite, but each one sent me to a different department or hotline instead of solving anything.
• 19 September: The deadline I set in writing passed without any real answer.
• 16 October: The connection was “activated” - but only on paper. The cable end in my apartment is not connected. There is no fiber socket. So I still have no internet.

I sent a detailed email with photos of the cable and the modem. The answer: please call the hotline. But I had already called earlier and described the whole problem on the phone.

I can’t show photos over the phone. And I don’t understand why a detailed written report can’t simply be forwarded within o2. All the emails are signed “Your o2 Team” - but don’t help at all.

After more than five months, I’m close to cancelling the contract and moving all my services elsewhere. Before I do that, could a moderator please escalate my case and help get a technician appointment booked? I can send my order details by private message.

Thank you.

The room:

The basement of the building:
 

 
Edit o2_Daniela 19.10.2026 verschoben von DSL, Kabel & Glasfaser: Router, Software, Internet & Telefonie zu English o2 Community: Broadband & Landline