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I have a problem with the installation of my DSL line

P
Rang

Last Friday the technical that should connect my DSL line came to my home.

He went to the basement. Then he went into my house. And he left telling me that I would receive an email (he just spoke german so I couldn’t understand more).

 

Like 30 minutes later I received an email saying that I wasn’t at home when the technician came, and that I must ask for a new appointment.

 

I tried to clarify on the phone that the emails said, but only speak in german (what of course I can understand)

 

Then I went to O2 shop were they speak English, and they set up a new appointment for 25th. 

 

I don’t know how to clarify with O2 what really happens, and how to avoid that the same happens on 25th.

 

 

 

3 Antworten

o2_Matze

Hi @PedroEscudero 

Welcome to our o2 Community.

You said 

Last Friday the technical that should connect my DSL line came to my home.

He went to the basement. Then he went into my house. 

 

Have you ever been to your basement? Is it possible that you need a key to get to the room where (in german) the so called APL (click here for a picture as an example)  is?

Or that you have to ask your facility manager / caretaker first to open the room where the APL is located? 

That could be the reason why the technician couldnt active your DSL.

Best Matze  

 

https://g.o2.de/wcr
P
Rang

Yes, yes, I did it

 

I went with the handyman of the building and the technician to the basemen, the handyman opened the door and they went inside. Then I went back to my home (I didn’t want to be rude and being there watching). He came later to my home and he was trying to do something with the modem. Then as I said she left saying in a babbling English (I don’t complain about this we are in Germany, totally understandable) that I will receive an email and that all was ok.

 

The email was super generic, said something wrong (I was at home). But now I am afraid that this could happen again. Any advice about how to handle this? Is there a proper way of communicating such an issue that it is not by phone or at the shops (where they were very kind but they can not take a complain or take formal note of this, only schedule a new appointment)?

 

Also, note that I tried to register myself here with the number on line in the contract, but I couldn’t (the system said that the number didn’t exist)

o2_Matze

@PedroEscudero Thanks for your quick reply. As long as the technician has access to the basement where the APL is located everything should work out fine next tuesday on the 25th.

Next time on appointment day just ask if you could watch what he is doing, that is not rude, you are just interessted in what he is doing, so dont mind to ask.

And maybe make sure that you have piece of paper with you. If there is something wrong and he cant activate your landline just ask him if he could write a short note in german so you can later translate it via google or just post the note here as a picture

Best Regards Matze

https://g.o2.de/wcr

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