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I want to cancel my contract because I'm not receiving what I'm paying for

E
Rang
Benutzerebene 1
I hired a DSL O2 service for my home almost 7 months ago, and ever since I've been having two major problems.
  1. Internet disconnection a lot of times
  2. Not receiving the amount of internet I've hired
 
Describing the problem with more details:
  1. Internet disconnection a lot of times
  • Frequently, I have no internet connection at my house. It takes several hours until it gets back again.
  • Sometimes my internet connection is completely fine but suddenly it dies and takes hours to get back again.
  • Me and my wife work remotely, and have a good internet connection if crucial for us. And the past 5 days we had no internet connection, and it impacted us severely.
     2. Not receiving the amount of internet I've hired
  • I've hired a DSL 100 MBit/s, but actually I receive way less than what I have hired.
  • When installing the DSL, the technician said that's because the building is very old and because of that it does not support 100MBit/s internet.
 
Regarding the first problem, I have already done the following:
  • I've already downloaded and followed all the steps that the app o2 my Service provides, but it didn't work. 
  • I also have tried to reset the router to factory settings several times but it didn't work.
  • I went several times to the o2 store where I hired the service but the employee didn't treat me well. Everytime I went there he, impatiently, asked me to go to another address or to call another number.
  • I went to another o2 store and they gave me a lot of telephone numbers that I should call because they can not solve my problem. One of the numbers they gave me was the O2English support telephone number (089 6666 300 81).
  • I've already called the English support number and explained the situation, the attendant said that I should talk with someone from technical support, but unfortunately they only speak German.
  • I asked for help from a friend who speaks German to talk with the support on my behalf. 
  • The support said that I should be in front of my router and follow the steps described on the app o2 my Service (that I've already done before)
  • They hang up the phone and never contact me again.
  • I tried to call 017688855222 and a man who speaks English sent another router to my house in order to replace the old one that I've been using. It didn't solve the problem.
I moved to Munich, Germany 8 months ago, I'm learning but I don't speak German yet. I feel that no one wants to help me to solve this problem.
Everytime that I tried to ask for help, they gave me a lot of telephone numbers or asked me to unplug the cables and plug it again and to follow the steps described on o2 my Service.
I have already done all of these steps, but it didn't work!!!
The DSL service provided by O2 is unstable, sometimes my internet works normally but a lot of times per week it completely dies for hours. Me and my wife work remotely and these disconnections really harm us.
 
I've hired a 2 years contract with O2, but I'm not receiving what I'm paying for and no one wants to help me. So I want to cancel my contract. As I said before, me and my wife work remotely and we need a stable internet connection. 
I've hired and I'm paying for continuous 100MBit/s internet connection and I'm not receiving what I've hired. I'm collecting evidence everytime this problem happens and every day I measure the internet speed to prove that I'm not receiving what I'm paying for, so I'm ready to contact a lawyer if it's needed.
 
I'm trying to reach out to O2 and fix this problem more than 3 months ago, I see that no one wants to help me, so I want to cancel my contract as soon as possible.
 
o2_Giulia, 19.01.2023, 17:09: moved from DSL, Kabel & Glasfaser: Router, Software, Internet & Telefonie to English O₂ Community: Broadband & Landline
 

30 Antworten

schluej
Rang

Moin Moin,

what kind of router are U using?

 

Live long and prosper 🖖
E
Rang
Benutzerebene 1

Moin Moin,

what kind of router are U using?

 

DSL Router, Fritzbox 7590

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Ebrunassi Can you post screenshots from the taps Internet/DSL Informationen/Übersicht und DSL from the Fritzbox? Thanks.

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
E
Rang
Benutzerebene 1

@Ebrunassi Can you post screenshots from the taps Internet/DSL Informationen/Übersicht und DSL? Thanks.

I don’t know exactly what information are you asking for. But accessed the router web page and took some screenshots showing the amount of MBit/s I’m receiving at the moment.

I also attached some of the lot of screenshots that I have of the same page when I got the disconnection problems. They ones I sent in the photos happened 15/01/2023, 14/01/2023, 11/01/2023.

Also, I measured the internet speed everyday I got connection to prove that I’m not receiveing the amount I’ve hired (that is, 100MBit/s).

 

Please, I don’t want it to get fixed, I want to cancel my contract because me and my wife work remotely and it is really harming us

 

 

o2_Giulia, 19.01.2023, 17:59: personal data deleted

 

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Ebrunassi Please Screenshot from the Fritzbox from Internet/DSL Information/Broadband included the errors !

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Ebrunassi I think you have more than one TAE connector box in your room? 
I understand that you want cancel your contract, but I want find the problem in your InHouse cable installation. Switching the provider will not help until you change the technology.

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
E
Rang
Benutzerebene 1

Attached to this message you can find the screenshot of Internet/DSL Information/Broadband. 

I have only one TAE connector in my house.

Just to let you know, every time this problem happens I unplug and plug all the cables to the router and sometimes I reset it to factory settings. I don’t know if it could impact in the screenshot information.

 

 

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Ebrunassi Yes you have technical problems at the line. I think there was never a technician with you at home and looked at or changed the TAE box?  If not a technician, then I or other users are interested in the condition of the open TAE connector box including the two cables connected there.  If you can cancel beforehand, where do you want to go and is another technology important?  Again VDSL will not do anything if the technical problems are not solved for you.

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
E
Rang
Benutzerebene 1

So what can I do to solve the problem?

O2 refuses to talk with me, the technicians only speaks German and when I find someone who speaks German to talk to them in my behalf, they create a lot of tickets, say they are working on that but does not solve the problem and I waste my time trying to solve the issue.

 

They have already created a lot of tickets, but they suddenly change the status to CLOSE and no one explain to me the reason of it.

 

I’m done with this situation. It would be better to change to another internet provider and ask them for a technical support than wait for O2.

Joe Doe
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Benutzerebene 7
Abzeichen +5

@Ebrunassi looks the TAE connector box old or new? With a new provider over technology DSL it will not better in the moment for you.

Have you ever speak with the English speaking hotline?

 

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
E
Rang
Benutzerebene 1

@Joe Doe Yes, I’ve already tried to call the English service several times, but it is the same situation. They either create a ticket and the problem does not get solved or they transfer me to someone who speaks German who hang up the phone.

Thanks a lot for your help and for explaining the problem to me, but I really want to cancel my contract with O2 and hire a internet provider that cares with their customers and are willing to help.

E
Rang
Benutzerebene 1

Can you please help me to cancel my contract?

o2_Giulia

Hello @Ebrunassi,

welcome to our o2 Community 😊

I am really sorry that you haven't been helped yet because of your DSL problem and that you now want to cancel (which I can certainly understand). The easiest way to cancel is to use our online cancellation form. You can also submit an extraordinary termination there (Außerordentliche Kündigung). A brief description of the reasons is then required. Our cancellation department will inform you after an individual review of the case.

Regarding your technical problem, I would like to agree with our users, the error will also occur with another provider, since the line usually remains the same. Currently, line interruptions occur again and again at regular intervals. Bandwidth has been automatically throttled due to these disruptions. Finding out the reason for this is not easy, since many different influences can cause these problems. Our employees had asked you several times by text message to call them so that they could carry out a measurement of the line. Unfortunately you didn't call back and the incident tickets were then closed at some point.

Maybe our users i.e. @Joe Doe have an idea how we can get to the root of the problem, of course only if you agree.

Let us know if you have any questions, we're happy to help.

Best regards

Giulia

Du willst keine spannenden Neuigkeiten verpassen? Dann abonniere gleich unsere o2 News: https://hilfe.o2online.de/o2-news-3
Joe Doe
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@o2_Giulia @Ebrunassi Inhouse cable, PLC lan adapter used at the apartment or house from neighbors (poison for every stable VDSL connection), problem with the line card at the DSLAM or the TAE connector box in the apartment is not correctly connected or defect.

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
E
Rang
Benutzerebene 1

Good morning @o2_Giulia and @Joe Doe .

On 17th January I sent a letter to O2 asking to cancel my contract (when I went to a O2 store, they said this is the only way possible). I’ve received a tracking code to know if they have received my letter and they have received it more than 14 days ago and no one answered me yet.

Please, I don’t know what to do anymore. My internet issues are still happening. I have a lot of disconnections and O2 is not helping me. I WORK AT HOME AND I NEED INTERNET.

Giulia or another O2 employee, can you please help me? I don’t wanna to call O2 anymore, I want either a technician at my house as soon as possible or get my contract cancelled. 

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Ebrunassi I know that you are „pissed on“. Can you post a photo from you open wall phone connector box in your room. Can been happen that I see something. (Cable problems or connector box problems)

For your contract issue problems I am not the right guy. 😕

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
E
Rang
Benutzerebene 1

@Joe Doe you can check the photo of my conector in below.

@o2_Giulia I’m still waiting for a return…

 

E
Rang
Benutzerebene 1

@Joe Doe , another detail I think it’s important to mention is that I’ve noticed the disconnection almost always (90% of cases) happens between 1:00 am - 5:00 am.

Do you think it could mean something?

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Ebrunassi At this timeslot (1-5am) ASSIA from the DSLAM try a better Down / Upload Sync. 
Cable is the original dsl cable from the Fritzbox. The phone connector wall box must been open and we need a picture from the two cables inside. But I think the wires are ok.


And to o2 employee’s 

This time I am shocked that nobody from the technical o2 department want raise a technical ticket for this customer. Can not believe that no agent speaks English.

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
E
Rang
Benutzerebene 1

@Joe Doe , I really appreciate your help (the only person who is trying to help me). But I don’t feel very comfortable to open it in order to see the cables due to my lack on knowledge and also to not harm anything in my apartment (it’s rented).

I would love to get O2 attention and get my contract cancelled. @o2_Giulia or another person from technical department, can you please help me????

o2_Matze

Hi @Ebrunassi 

I have sent you a private message via our @o2_Support User, to exchange some data for closer look at your case.

Kind regards Matze 

https://g.o2.de/wcr
E
Rang
Benutzerebene 1

Hi @o2_Matze ,

thanks I just respond your message.

Waiting for a return.

o2_Matze

@Ebrunassi Thanks a lot, 

I will take a closer look and get back to you tomorrow during the day.

Kind regards Matze 

https://g.o2.de/wcr
E
Rang
Benutzerebene 1

Okay, I will be waiting.

Could you please send me a ticket number for me to register that you are working on that?

Thanks!

o2_Matze

Okay, I will be waiting.

Could you please send me a ticket number for me to register that you are working on that?!

We will get back to you via private message.

Best Regards Matze  

https://g.o2.de/wcr

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