I dont have internet kabel at home

Moin,

call again the service number. 

I am doing that since Friday, and they shifting me between technical issues service and contract service...

Hello ​@hocine12, 

welcome to our o2 Community 🙂

That is not a nice situation, that you are already for a week without internet and no solution is to be seen.

The colleagues are tasked to inquire with the enterprise owning the cable and renting it to us, whether it is indeed cancelled or if a disruption is causing that you do not have internet anymore.

BVut it is like that, that your neighbours in the house still receive internet and/or TV via cable?

Best Regards,
Gerrit

I’m currently relying on a mobile hotspot, but the 200 GB limit isn’t enough to reliably work from home. My neighbor has Vodafone Kabel and a proper internet connection, so I know the infrastructure is available in the area.

I really need a clear answer: is it possible to get a proper home internet connection at my address? Otherwise, I’ll have no choice but to switch providers.

Also, being asked to pay for a service I can’t properly use feels unfair. I’m not getting what I’m being charged for, and that needs to be addressed.

​@hocine12 

well, is your connection back again? Our colleagues repaired the line but if it is still not okay, we have to swap the router for free to check if it is default.

Could you please tell us more?

Greetings

Manga

Hi Manga,

Thanks for checking in. The fix was actually done by a Vodafone technician who had been sent to my neighbours. They mentioned they would send me a new router, but I haven’t received any follow-up since then.

Unfortunately, the service has been quite upsetting overall. I’d appreciate it if you could help check on the router replacement or suggest next steps.

Vodafone will not send you a new router.

If you need a new router than O2 has to sind the router.

Is the FRITZ!Box getting a sync?

Have you done a factory default rest to the router?

I know that Vodafone wont send me a router since I dont have a contract with them; I meant O2 customer service.

Is the FRITZ!Box getting a sync?

Have you done a factory default rest to the router?

I have done all that.

Is the FRITZ!Box getting a sync?

Your answer is 

I have done all that.

🤷🏽‍♂️ So the answer is U don’t want help?

​@hocine12 

I have checked what happened so far. It seems there is a new router on its way to you. 

When the device arrives please return the current router free of charge: Retourenportal

Afterwards just check if the connection works better. If not please get back to our technical support to reopen the ticket once again. 

Greetings

Manga

Thanks for your reply ​@o2_Manga 
 

could it be possible to have a tracking number for the new router sending?

​@hocine12 

from the moment the router is shipped you get a notification by email. Please be a little patient.

Greetz

Hi ​@o2_Manga 

I received today the new router. However, I dont have internet anymore with this new one, but with the old one yes. I have checked on my profile and the mac adress of my new router is my O2 profile. Is there a way too fix this?

​@hocine12 

what’s your state of getting back to internet? Is everything fine? Usually it takes some time until the new device is connected. If you are still facing problems with your line please get in touch with our technical support again. 

Greetings. 

Manga

Hi ​@o2_Manga 

I just received my invoice for this monyh. I was surprised that they charged me those concepts

Einmalgebühren

Anschlusspreis Option AVM FritzBox - 25.07.2025 42,0084 19% 49,99

Versandkosten - 25.07.2025 8,3949 19% 9,99

it would be nice if you could reimburse me this back, cause i am cancelling the contract. You are facturing for a solution for a technical issuee… It is just a shame

​@hocine12 

well your billing complaint is already in progress. You got in touch with our customer service and they arranged everything for you. 

Greetings

Manga

Thanks for your answer ​@o2_Manga.

I wanted to have the money back in my bank account, not as a voucher, as the quantity is considerable high

​@hocine12 

the credit booking will be offset against the current invoice. So you won’t have to pay the full amount, just a part of it. 

Greetings

Manga