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Hello @ivt ,

welcome to the o2 Community .

Our technical department had some questions regarding your ticket, which is why they contacted you. I’ll just relay the three points that they had here.

• What is the status of the Power/Cable LED on your router?
• Have you been contacted by Vodafone? If so, what was the result?
• Have you already performed a factory reset of the router?

We can then forward your answers to the ticket, so that further work can be done.

Kind regards, Sven

>>What is the status of the Power/Cable LED on your router?

The lights on my FritzBox are constantly on.
-Power/Cable
- WLAN

>>Have you been contacted by Vodafone? If so, what was the result?

Vodafone was my previous provider, but the contract was terminated ~3 weeks ago and after that there wasn’t an Internet connection. And I’ve sent back their router.

>>Have you already performed a factory reset of the router?

No, I only connected it to the data line and power. Also, I restarted it (power on and off) after activating the contract.

---

When I try to reach some site, e.g. google.com, I’m redirected to http://www.msftconnecttest.com/redirect and after that to  https://kabelinternet-sofort.vodafone.de/ where I see following text:

O2

“Ihr Highspeed-Internet ist bald startklar
Liebe Kundin, lieber Kunde,

momentan ist Ihr Kabelanschluss noch nicht aktiviert. Technisch steht aber schon alles bereit. Sobald die Aktivierung erfolgt, können Sie das gesamte Internet mit Highspeed erleben.

Wann geht es los?

Den Aktivierungstermin finden Sie auf Ihrer Auftragsbestätigung.

Sie haben noch Fragen?

Wir helfen gerne weiter: Rufen Sie einfach unsere Hotline an.”
 

@ivt What kind of Fritzbox is used exactly? Including the AVM article number please.

Buy by yourself or an rented version from o2?

Rented FritzBOX 6660 Cable DP

Artikel-Nummer: 2000 2933

Hello @ivt ,

thanks for your answers, I’ll add them to your ticket so that the technical department can continue their work on it.

Kind regards, Sven

Many thanks for your help! 

Will it be possible to talk to them via this chat? Unfortunately, I don't know German, so I'm afraid I won't be able to answer their questions.

Or maybe email or sms, where I can use a text translator.

Hello @ivt ,

you can use the chat if that works for you, the technical department is also avaiable there.

And to keep you updated on the ticket itself, the technicians would like you to perform a factory reset on the router, and then they’d like to know the results of this.

Kind regards, Sven

Thanks @o2_Sven ! I’ve just performed the factory reset but the result is the same: when I try to connect to any site I’m redirected to https://kabelinternet-sofort.vodafone.de/ with mentioned text:

Hallo o2! Any news?

It seems that o2 does not have the ability to provide me with an internet line and fulfill the contract requirements. Obviously the problem is related to the internet line, not the router or laptop. Perhaps my house can't be connected to o2 or something else. I signed the contract a month ago, I activated the line a week ago, but still no connection. So I'm thinking of terminating the contract if this situation continues.

@ivt Your ticket is still open or you get a message that it is closed.

@Joe Doe Ticket is open, but there is not result. This is the all information at the moment:

08/05/2023

Your ticket has been handed over to the technical field service.

08/05/2023

We have received your error report and created a ticket. Your ticket has been submitted for technical verification.

Hello @ivt,

I have infomed our technical department now, they will check again and maybe send a technician to check the line on site.

Please note that you should contact the support by phone when they send you a text message.  Here through the community, we're usually unable to respond quickly enough to resolve individual incidents.

Best regards

Giulia

They called me right after I raised this ticket. But I was not be able answer in German during this call. Is it possible to connect with them via some messenger or sms where I can explain this problem?

Hello! Support team called me (in English) to inform me that they’d fixed IP issues on my line. Internet connection is working now. Thanks for the help!

Hello @ivt ,

that are good news, I’m glad to hear that things finally got solved with your internet connections. Thank you for your patience, if we can support you with anything else in the future, please let us know.

Kind regards, Sven