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FIRST DAY OF INTERNET NOT WORKING

E
Rang
Hello :)

Here a Berlin customer.

I'm not a new customer, I have already 2 phones with o2 and I've hired DSL.

24th of September they came to install internet (After 1.5 months).
25th of September 2019 DSL is not working. Powerled flashing.
I've called (after using DSL Hilfe App). They told me a technician will come on the 26th. Nobody came.

Then they told me somebody will come on 28th of September. Nobody came.

o2 Costumer service told me somebody will come on the 30th of September 2019. Nobody came.
o2 Costumer service told me a technician will come on the 2nd Oct 2019. Nobody came (they said there was no appointment made).

I've just called and they told me technician will come on the 4th of October. (Got a confirmation mail).


Questions:

  1. How can I be sure ta technician will come? When I check my SMS with my technik ticket, it doesn't say I have an appointment on the 4th of October.
  2. I don't want to pay for these days without internet. How can I communicate it to o2?
  3. I've lost 4 days of work as a freelancer. How can I get a compensation?
  4. Can I cancel my contract and not be charged of anything? (I have no minimum contract, so I guess one month).

Thanks!

11 Antworten

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5
@E.K.G Berlin. 🙁 I feel sorry for you. Hamburg and Berlin are the worst City’s for activating VDSL lines over the German Telekom.
After 5 attempts o2 will escalate your problem at the German Telekom.
Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
o2_Lars
Hello @E.K.G,
sorry to hear that your landline connection is not working as it should :-/
According to our data the connection was activated on the 24th of September. If your router still does not recieve any DSL signal please make sure that there is only one TAE wall plug in your flat and that the router is connected directly to this TAE without any additional cbales or hardware (like for example a splitter).
If this still does not work than there is the possibility that your landline has been connected to a wrong cable so that you recieve no DSL signal. In this case a technician that can be arranged via our DLS technical team is necessary.
Please apologize any inconveniences :-/
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5
@E.K.G never asked. What kind of router you use?
Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
E
Rang
@o2_Lars and @Joe Doe

Thanks so much for your replies :)

  1. @o2_Lars Correct. I only have one TAE and only the router is connected. When I did the o2 Hilfe App, we saw that it's nothing I can fix personally.
  2. @Joe Doe I have a Fritz Box 7490.
Yesterday (4th of October 2019), the technician didn't come again. I've called o2 and they said there was no appointment but I have a confirmation mail.

They told me that o2 will call me to set up a new appointment.


Any tips/ help?

Also again my questions:

  1. How can I be sure ta technician will come? When I check my SMS with my technik ticket, it says I have an appointment for the 30th of October. And of course I want to cancel this, as it's too late appointment.
  2. I don't want to pay for these days without internet. How can I communicate it to o2?
  3. I've lost 5 days of work as a freelancer. How can I get a compensation?
  4. Can I cancel my contract and not be charged of anything?
o2_Lars
Hello @E.K.G,
as far as I can see a new epoinjtment has already been made for tomorrow. I am sure that the issue with the DSL connection will be fixed then :-)
As soon as this is fixed please get in touch with us, for example here in the o2 community and we will arrange a rebate for the time that the connection was not working. Unfortunetaly we can not offer any compensation over this rebate.
If you order something via phone or the internet you have a two week time limit within you can cancel any contract witout any cost or reason. If this time already exceeded you can just cancel the contract within the period of notice of your contract.
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
E
Rang
Hello @o2_Lars ,

thanks so much for your help.


  1. Technician didn't come. ( I think they are not getting the requests from o2).
  2. Please any advice? It's more than 2 weeks now. If I cancel, do I have to pay for this month of internet?

Please advice.


Thanks!

Eric
E
Rang
I've just called o2 again.


  1. They said they gonna call me if an early appointment is possible.
But I know nobody will call.


PLEASE ADVICE :)


Thanks!
o2_Lars
Hello @E.K.G,
hm. A call would be a bit unusual but you should recieve a SMS.
I sent an inquiry to the department that is working with that apointment and hope to recieve an answer soon.
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
E
Rang
Hi @o2_Lars,

thanks so much for your help.


But I thihk what I need is:

  1. Cancel my apointment at 30th of October.2
  2. Get a real appointment asap.

Make sense?


Thanks :)

Eric
o2_Lars
Hello @E.K.G,
I recieved feedback from the department that is working on this. Unfortunately there is no possibility to cancel this apoitnment date 😕
Sorry I don't have better news for yoou...
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
E
Rang
Hi @o2_Lars ,

thanks so much for your help.

Really appreciate.

As I can't wait till the 30th of October 2019.


FYI:


  1. I've just sent my Cancellation Letter for my DSL contract (via fax).
  2. So just waiting for them to confirm.


Thanks for your help!

Eric

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