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Frage

I am only getting half the speed I'm paying for

Hello,

I’ve had this issue since the beginning of my contract and no one can help me.

In my previous apartment I had max 25mb/s download 5mb/s upload speed. That was stated on the ‘https://www.o2online.de/e-shop/dsl-festnetz’ when I entered my address. Then I had to move to another apartment. I checked the available speed of that address and it said 50/10mbs. My contract was created with the speed of 50/10. When I went to the O2 shop to move my internet to a new address, I asked them, will I now get the speed of 50/10. They checked the availability on the same website and said that I will get the speed I’m paying for. Well, guess what. I’m still getting the same old speed of 25/5mbps.

I went over ten times to three O2 shops that are in my city, not one of them could help me. One of the employees was even rude to me and left me alone at the counter. I did not know what to say. 

Others just said I don’t know, I can’t help you and gave me the number to call tech support.

I called God know how many times, even with my poor understanding of German language. I had to ask friends to talk to them, still nothing.

If they don’t know or can’t help me over the phone, why they don’t send a technician to check the line here? It’s that simple, but no.

It clearly says on O2 website, Telekom website and other that 50/10 are available. Why am I not getting that and why is no one willing to help me out here?

I am an IT technician, so I know everything that is to know about stuff like that.

O2 employee said that I would get the speed I’m paying for, and here, it’s been more than 3 months and I’m still getting the old speed. One of the tech support people told me that I should get that speed, but it was left at that and he transferred me to another person, which again nothing happened. 

 

I only need help from O2 staff here, I don’t want any random people telling me stuff they think they know. Sorry for being rude, just want for people to know, because I really need a final solution here.

If you can’t/won’t help me, I’ll switch to Unitymedia, because internet speed is important to me and 50/10 would be enough. These 25/5 aren’t.

Hoping for some positive replies. Thanks.

8 Antworten

bs0
Rang
Benutzerebene 7
Abzeichen +7

Which Tarif do you have? Each tarif has a maximum and a minimum guaranteed speed. Your contract is important here, not what is potentially available at your address. 

In einem Diskussionsforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
A
Rang

Which Tarif do you have? Each tarif has a maximum and a minimum guaranteed speed. Your contract is important here, not what is potentially available at your address. 

I wrote everything, it clearly says what my tariff/contract is. 50/10mbps speed.

Are you an employee at O2?

bs0
Rang
Benutzerebene 7
Abzeichen +7

I wrote everything, it clearly says what my tariff/contract is. 50/10mbps speed.

No, you didn’t. There is no such tariff. What is your tariff called? I am guessing myHome M: https://static2.o9.de/resource/blob/67502/39923076ac7d69fad2a45fe4d7d7a217/o2-my-home-m-20181016-1-download-data.pdf

Are you an employee at O2?

No.

In einem Diskussionsforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
A
Rang

You’re not? Then you can’t help me. I already said that I need O2 employees here. I’m not going to have a discussion with you or anyone else. I don’t need a discussion, I need a solution.

 

I’ll be waiting now for one of the O2 employees to respond. Thanks though.

bs0
Rang
Benutzerebene 7
Abzeichen +7

Then please contact o2 directly via the hotline or use the live chat at o2.de/chat. This is a discussion forum where customers help each other. If you don't want that, that's OK, but then you are in the wrong place.

In einem Diskussionsforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
A
Rang

O2 employees are also in this forum and are here to help the customers.

And I’ve just spoke to the person on O2 Chat. The guy didn’t want to help me at all and before I could says anything else, he ended the conversation. Now, tell me is that professional?

I’ve told you, things like this happened to me when I called the tech support and when I went to the O2 Shop. I want my problem fixed or at the very LEAST for someone to try and help me and find a solution, but they won’t. There.

bs0
Rang
Benutzerebene 7
Abzeichen +7

O2 employees are also in this forum and are here to help the customers.

Correct, if they can and if necessary, but that is not the primary purpose of this forum.

To be perfectly honest with you I am still not convinced there is anything wrong with your connection (from the information you have provided here so far), but as you unfortunately don’t want to answer questions and are convinced that your contract promises you 50 MBit/s, then I am more than happy to oblige and let you wait for a moderator to look at your contract.

In einem Diskussionsforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
A
Rang

Funny how you totally ignored the other part of my message, but whatever.

I don’t understand what is so confusing that I’m not getting a full speed I’m paying for even though my address supports it, at least that’s what is says and that’s what an O2 employee told me BEFORE I even moved to a new place? And what is so confusing when I say that no one wants to help me?

I talked to a person at O2 Chat, like you said. What happened? Nothing. Guy totally ignored me. Told me to take a Speed test and then PRINT IT and send it by Post to address he gave me! What the hell is that?? It’s 2020 and he tells me to PRINT an ONLINE report and send it by post, so that so called ‘technician’ can take a look at it. Email exists for decades. Not to mention that everything is closed due to Corona Virus.

He even said to download some ‘O2 Hilfe App’ which I did. What happened there? The app gave me a number to call, the same number I called dozens of times.

Do you see what kind of treatment I get? I’ve been more that respectful and patient. I have his name written down, no worries. I’ll file a big complain and spread it all over social media. I have pretty big follower base, trust me.

This kind of behavior I won’t tolerate anymore, from anyone.

Those people were supposed to be professional and attentive. But what is this?

I’ve been having problems with O2 since I created my contract. I don’t even want to start with the fact that I was throttled yesterday.

There, I hope you can understand my frustration and I hope someone will finally help me out, because I am on the edge of canceling the contract.

 

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