Home internet not working for 3 weeks

Hello ​@Meymey1,

welcome to our o2 Community 🙂

That is not good that your internet connection at home is basically down since 3 weeks.

Important is when there is a ticket so the disturbance for your address is worked upon, as you are describing.

One possibility is to get internet via a hotspot - do you have a mobile contract with us?

In that case the colleagues in our hotline - as we can only access your data when you have registered your landline number via our registration page and then open an account here connected to it - or you yourself via your then running customer account can then be booked 200 GB for free.

In case you have no mobile number with us, you can order a Testkarte, a SIM for trial of our mobile network, for 30 days, which has unlimited data for a hotspot.

Best Regards,

Gerrit

Thanks Gerrit, the ticket has been open for over 3 weeks. I have a test card but it will finish in 2 weeks and if the issue is not resolved by then I will be in a big mess with work. So I need the Problem to be solved before that or need to be given a solution.

​@Meymey1 It is great that you already use the Testkarte, but its time is indeed restricted to 30 days.

When it is a problem with the line in your neighbourhood, as you wrote earlier, it might mean that the pre-provider who owns the line to your house, is already busy organising and scheduling repairwork.

Best Regards,

Gerrit

Ok, But 3 weeks (and now going closer to 4) seems a very long time. How long could this last? What is my other solution? Because if this continues after the holidays it will really create big problems with my work as I work from home. 

If this can help identify the problem here some more details: the internet mostly work around 9 am and every time slows down and disconnects/dissapears around 10 am. The day with the most connection is Sunday. Also the router  two light are always on and I do see the signal is there on my laptop but I cannot use it. 

I’m looking for a very quick solution and explanation. If in two week it’s not solved I need to be allowed to cancel to find a provider that works. My job depends on it. 

Update: now internet is completely gone. The two main lights on the router are fully on and the wifi symbol shows connection but today there was zero minutes of internet. I look forward a clear solution as it seems to go worse and worse and O2 tech team completely silent (they never called back or updated my ticket in 3 weeks!).

Hello ​@Meymey1,
it's very annoying that you can no longer use your internet at home 😔 This really needs to be fixed as soon as possible. Unfortunately, you're waiting quite a long time.
This needs to be checked by our technical department. I know you haven't had any good experiences with it so far, but unfortunately we can't take a closer look and check from a technical point of view. 

Please contact our fault hotline again.
Kind regards

Kathi

I just received an sms saying that it is not a technical reason but due to too high use of the line in the area. So it seems nothing will be done. I’m paying monthly for the L internet and I have less than 15 minutes of internet a day. This is unacceptable and I might loose my job for that. If O2 doesn’t find a solution by the end of the week I ask to please allow me to cancel my contract and find another provider as this is becoming unsustainable.  I find it absolutely unamissible that O2 doesn’t even try to help here. I have been out of internet for 4 weeks and I’m told that this is it? 

​@Meymey1 

the disturbance has nothing to do with high-usage in your area. We got feedback of the line owner that the ticket is still in progress. 

When the problem is solved you can ask for a refund right here: 👉 https://g.o2.de/3qh

We are sorry to be not helpful at the moment. 

Greetings

Manga