What kind of router?

How many phone sockets?

Hi @MeteSefa 

Welcome to our o2 Community. 

I am with schluej, and i would love to know which router you are using, how many phone sockets there are in your appartment 

and  if you have already talked to our customer support about the mailfunction.  

Could you give us a brief update about the situation? 

Best Regards Matze 

Hi both, 

It is a Askey O2 Homespot 2 RTL0082VW-D112-RoHS with 2 Lan port. I did not talked with support yet, I could not find which e-mail address can I use. 

Best regards,
Mete 

Hi @MeteSefa ,

you’ve mentioned that the speed changed after the tariff change. How was it before the change in terms of speed and ping? 

The mobil network does not show any incidents at your adress, atm. Since that is the case, please open up a ticket using this site:

https://www.o2online.de/netz/netzstoerung/

Best regards,
Kurt

Before upgrade, my download speed was about 15-20mbit at least, and here is today’s speed test results. 

Hello @MeteSefa ,

does the connection speed vary greatly depending upon the time of day or does it stay at this level throughout the day?

And have you used the link to the LiveCheck provided by Kurt to report a potential problem at your current address yet?

Kind regards, Sven

Hi @o2_Sven 

Yes, sometimes better and sometimes worse than that, it varies. I could not report via LiveCheck, maybe I missed that but I could not find any platform to report the problem, there are only phone numbers for contact but it is hard to find English-speakers by calling these numbers. Is there anyway to report it (via e-mail or going a local o2 shop)?

Kind regards,
Mete

Hello @MeteSefa ,

it should be avaiable under this link. It sometimes takes a moment to load. You enter your address and then press “suchen”. If it doesn’t show anything for your address you can then click on “Geben Sie uns Feedback” to provide your infos for opening up a ticket.

Kind regards, Sven

Hello again,

Even if I reported problem under that link multiple times, no one did not contact me and the problem is still going on. My internet speed is always changing during a day, even sometimes it’s off for a few minutes. 

Best regards,
Mete

Hello @MeteSefa ,

I’ve checked for any reports concerning your address and we didn’t have anything concerning the close by stations.

Have you already tried positioning the router differently, is it standing close to a window, preferably towards the west as that is where the two stations that you should be connecting to are situated.

Kind regards, Sven

After 4 months, nothing is changed and I cannot get any useful help from o2. Four months ago I upgraded my tariff from o2 Home M to O2 Home L. But after this upgrade, my internet connection is so slow and unstable. My download speed is between 1mb to 5mb, sometimes less, ping is 45-50, and upload between 1-3. Frequently it’s gone permanently. I changed my router position many times and I contacted a lot of devices, nothing is changed. I called the help center but no one help me since I cannot find an officer who can talk in English. I wrote feedbacks almost twenty times. No one contact me.

Hello @MeteSefa ,

have you tried inserting the Simcard of the my Home contract into a normal smartphone to test the connecction while you are at home already, just so that we can see if we can exclude the HomeSpot-Router as the potential error here.

Kind regards, Sven