Hi, I'm Ayberk
I signed a cable internet contract with O2 on June 24. O2 delivered this modem to me on July 19 and I tried to install it, but I got the message “activating cable modem” and although everything is correct, my internet is not working.
My first question: Can you check my MAC address?
Second question: I work from home office and I have been waiting for three weeks for an answer about the internet and I am suffering.
Hello
welcome to the o2 Community 💙.
When you rent a hardware from us for a cable connection, then the MAC-Address is already known to us, as it is our router. From what I can see you’ve already had contact with the technical department and a ticket has been opened and is being worked on, as such I can currently only ask you to have a bit more patience.
Kind regards, Sven
Hello
it’s been a few days and we haven’t heard from you again. Is your connection up and running by now or can we support you here in any way?
Kind regards, Sven
Hello, I'm an unlucky person, obviously the technical service came 2 times. The condition of my house is not good for Kabel WIFI, only for DSL. Because I think there are problems with Kabel in the apartment building.
They offered me to build new Kabel from the main Kabel box to my house (this means small construction). Only then (August 1) I changed my Contract from Kabel to DSL. So I am waiting for my new WIFI machine and my Technical service.
(The main mistake was that the o2 guy at Berlin Aleksandrplatz ((Alexanderpl. 3, 10178 Berlin - near to JD sports)) gave me a Kabel contract instead of a DSL contract and told me he couldn't change it, so that's why the process took longer). But I phoned O2 and they changed it.
On the 15th of August they will come but I won't be at home, so my neighbor will help them (I give the name of my neighbor), I informed O2 Kundenservice about my situation. They said: no problem, we will do it without you, with the support of your neighbor.
And on the 8th of August the technical service will come, but I have no idea why they will come.
I am really very tired.
Kind regards
Hello
it is unfortunate that you are having such issues with the internet connection. The technician on the 8th is to take another look at the cable connection that you’ve been having issues with, independent from the switch to DSL that will be occuring a week later.
It’s no issue that your neighbor is going to handle things in place of you, as long as they can give the technician the neccessary access.
Kind regards, Sven
Hello, I understand.
But I had my cable modem canceled and I sent my cable modem back to you. On August 1, you gave me a DSL contract and canceled the cable. But I don't see it in the MeinO2 system, only the cable contract, but I confirmed the DSL contract.
So there is no need for a technician to come for the cable.
On August 15th, the team will come for DSL.
Hello
you’ve still got a ticket open with the technical department from back in July. That’s why a second technician date was set up with you. I’ll make an entry there, that you are switching over to DSL, but they probably won’t be able to stop the appointment that was already made.
Kind regards, Sven
I'll make a note here:
On August 15th I need the technical service to come, I won't be home. My neighbor "Kausch" will help you. I would appreciate it if you could pass my note to the technical service. It would be good for the technician to ring mey neighbor bells when they come.
I have also canceled my cable modem and sent you back the cable modem device. Just I can see still Kabel modem agreement in the MeinO2 system but I can not see DSL Agreement in the MeinO2 system.
So if the deadline on August 8 is related to the cable modem, it will not be necessary, but I wanted to inform you anyway.
Kind regards
Hello
I just wanted to check in and see if everything with the activation worked out on your end. Are you online now or do you need and further support here?
Kind regards, Sven
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