Skip to main content
Warum O2
Warenkorb
 Service

My internet service / connection is more than bad: simply it doesn´t work.

Every few minutes the router re-initiate the connection (something similar to a reset) what mades de navigation in internet almost not possible (even less to watch a movie as e.g. in Netflix).

I would like to contact the Customer SERVICe BY EMAIL!!!!! BY EMAIL not by phone.

The customer service is even worst than my internet connection. When calling to the kunden telephone number, as my german knowledge is very limited, the operator “accidentally” drop the conversation.. and for a simple question I have to call 3 to 5 times, waiting around 15 minutes each.

The situation has been getting worse this days, with the school lockdown.

How I can report the issue with the internet connection in an efficient way, and have a technician coming to my house to repair / replace the internet connection or the router? 

 

edit o2_Manga: verschoben nach Englisch o2 Community:Broadband/DSL

E-Mail isn't possible, however many exclamation marks you use. Maybe somebody can call for you? The diagnosis requires questions to be asked which means that doing it by email would take days.

Based in your answer I assume you are an O2 employee.

it mades me wonder that you don’t have an idea of what a good customer service is. Basically there is no possibility of open “a ticket” or send a communication where we can “track” all the issues that happens as well as the “replies” of 02 staff, that is so simple.

Without that “track and registration”, I mean keeping only phone calls, we, THE CUSTOMERS, are in your hands. We cannot prove what you did or said (badly or not). 
I found myself writing in an old school style forum, to someone that I don’t know whether is a O2 representative, explaining my internet connections problems because I am desperate.

I also work from home and honestly it is a mess. 
O2 Internet connection and service is something that you can expect for a 3er world country. And the rates are 1st world ones.

So, after my complain, apart of “calling by phone” can you recommend something else? 
calling bu phone is a something that I want to avoid… as probably the answer will be useless as before.

can someone at O2 check my internet connection parameters? The performance? Thanks 

Hello @iserrano and welcome to our o2 community :-)

I am sorry to hear there are issues with your DSL connection but I a msure we will be able to have a look into this. This is a community were customers help other customers, you can recognize official o2 Moderators by the “o2_” in their names. :-)

Since we do not offer support in real time I recommend to contact our customer service by phone or also via WhatsApp in urgent cases. You will find the several possibilites of contact here.

Having a look at your DSL connection it seems to mee that it is more stable within the last two days. Are there any changes within that time? Any devices that are not in use? Like for example powerline adapter?

Please have an eye on the connection. If it starts dropping out again I recommend to contact our technical DSL departement, you can also reach it via WhatsApp.

If there are any questions left, feel free to ask, we will answer as soon as possible :-)

Regards,

Lars

Deine Antwort


Allgemeine Nutzungsbedingungen der O₂ Community
© Telefónica Germany GmbH & Co. OHG Telefónica