@user-b9p9 Think about to buy a Fritzbox 7530 (AX) or 7590 (AX) by yourself.

Better Wifi and you can see as a customer your line parameters.

@Joe Doe Does that mean, the problem the router.
 

How can I be sure of it?

@user-b9p9 Can been. o2 homebox is a black box for the customer. You can't see any line parameters and wifi is not good.

Hello @user-b9p9,

welcome to our o2 Community

I am sorry that you are facing performance problems with your internet connection.

This problem should be checked by a technician on site/in your appartment. If you haven’t done so already, please contact our technical support by phone on 08005251378. They will arrange for an appointment with you.

Please let us know if you have further questions, we are please to help you.

Best regards

Giulia

I wanted to share an update on my situation after one month.

• During this time, I reached out to the O2 customer care team multiple times regarding my issue. They assured me that they would send a technician to our house, but unfortunately, the technician did not arrive on the scheduled appointment date.
• Feeling frustrated, I contacted Customer Support once again. They informed me that there was no problem with my DSL connection since my download and upload speeds were good, that’s why my ticket is invalid and technician didn’t came.
• They also did suggest that I consider purchasing or renting a Fritz Box, so I went ahead and ordered one.
• Now, I have the FritzBox 7590 Ax v2, but the problem still persists. Upon using this new router, I discovered that the issue lies with the DSL line. I have attached screenshots below for reference.

I am working remotely, this ongoing problem has been severely hindering my productivity. After six months of continuous calls and attempts to resolve the issue, I now feel harassed and frustrated. I would greatly appreciate any advice on how I can cancel my contract with O2 and explore alternative service providers.

Thank you all for your support and understanding.

Hi @user-b9p9, I can understand your frustration, especially when working from home you need a strong internet connection.

I'm sorry the technician didn't come. Please make a new appointment on the number Giulia posted.

Kind regards, Ines.

@user-b9p9 Can you please post a screenshot from Interner/DSL Informationen/DSL included the DTU errors. Than we can see you line quality. Thanks!

Here is the screenshot. 
 

See, the last two screenshot, The internet connection drops every 2~4 minutes and restored after ~2 mins. 

 

@user-b9p9 Because you don’t use a Blackbox Homebox 2 anymore but a Fritzbox we can now help more. You have illegal wiring of the TAE box in your apartment. so that you always lose the DSL sync. This interrupts your Internet connection (not Wifi)

• did you have more than one TAE connector at your apartment?
• Can you open the TAE connector(s) I want to see the wiring from the TAE connectors.

Hi @joe-doe-999619,

Thanks for the reply. No I don’t have more than one TAE connector in my apartment. Not sure if the following picture helps, but here is the TAE connection. If you wan to see inside the TAE box, I can also do that. 

Let me know if you want to see inside too.

Thanks and Regards

Asif

@user-b9p9 Please open the TAE connector and make one, two good photos from the wiring who connect TAE connector pins. Thank you.

Hello @user-b9p9,

I just checked again, now your connection seems to be running without interruptions again since a few days. Were you able to find and repair something? Or did our technicians work in the background and fix the problem?

Please let us know if you need further assistance.

Best regards

Giulia

Hi @o2_Giulia and @Joe Do ,
We were at vacation during the past days. Unfortunately, even after the recent visit from a Telekom technician who replaced the TAE board, the problem has not been resolved. I have attached the latest screenshot below. It's worth mentioning that I had opened ticket XXXXXXXX, but it has been closed without a solution.
 

o2_Giulia, 04.07.2023, personal data deleted

Hello @user-b9p9,

our employees had sent you a text message asking you to call us back. Another appointment should be made here. Since there was no callback and the connection looked fine for a few days, the ticket was closed. But you can always call and refer to this ticket again.

Since the line looked fine while you were away, makes me wonder if there might be a nearby device causing this interference. The problems usually appear in the morning, right?

Perhaps @Joe Doe can also say something more here if you post photos of the wiring.

Best regards

Giulia