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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
 

Good afternoon,

I’m sending this message here to let everyone who could be facing the same or similar issue know about the status of this problem and also know how O2 dealt with it.

 

  • Almost 5 days ago, a O2 support reached out to me privately and asked for some information that could help them to find me in their system and take a look at the problem.
  • They said that, for previous cases I reported, the technical support tried to reach out to me but I had never answer them. I said that due to the fact I don’t speak German and also don’t have anyone who speaks close to me, it was really difficult to talk with the support (they only speak German), I’ve always tried, but it’s really difficult. I also detailed my last experience where I call the English support and they said my ticket was still IN PROGRESS, but in the very next day it got CLOSED without any explanation and also without any contact attempt.
  • The O2 support ask for my mobile phone number because someone will try to reach out to me and schedule an appointment. I passed my number but I said that probably we would have communication problems because I don’t speak German and I insisted to cancel my contract because it was really harming mine and my wife’s job.
  • The O2 support said the normal process is to receive a technician at my place before any cancellation, but he/she will “pass on my request for extraordinary termination to the specialist department. “
  • I responded that I understand the process but explained my situation was really urgent and asked them to cancel my contract again because we need a stable internet because we work remotely. I also told them I could provide all the evidences I have in order to prove my issue.
  • Here is the O2 support answer:
    “We will talk to our colleagues from cancellation department tomorrow and will get back to you as soon as we got an answer.
    Just out of curiosity: How do you use the Internet now? Via your mobile phone contracts by using your smartphones as mobile WIFI hotspots? Or do you use our currently defective and very unstable DSL line?”
    Best Regards {name of the O2 support}”
  • I explained what I usually do to solve the problem, that is: follow the steps described at “o2 my service” app  and plug and unplug the router cables for 1-3 hours, and when it doesn’t solve the problem I tried to go to some friends apartment to be able to work.
  • Since then, no one replied me. It’s been 3 days.

I will attach to this comment some prints to prove my disconnections. To give you more context, all the attached screenshots shows the exactly moment when my internet got back and also when it got disconnected.

I got the connection after a lot of attempts to unplug and plug the cables to the router; followed “o2 my service” steps; reset the router to the fabric settings.

If you check the field: connected since: mm/dd/yyyy hh:mm, you will see the exact moment the internet connection established. When you see the same day, it means the internet has connected, disconnected and then connected again.

This problem happened all days of the last week.

edit o2_Solveig 09.02.2023, 17:16 Uhr Rufnummer in Screens entfernt 

Hi @Ebrunassi 

Our Colleagues from cancellation department got back to us, they won’t accept an extraordinary termination without a proper troubleticket, i am sorry.

Therefore, they have asked for a call back from you so that the whole thing can be checked again.  

Kind regards Matze 

What should I do to create a proper troubleticket?

can you please tell me the next steps?

@Ebrunassi First please use the o2 my Service app (you can switch to english language in the settings) to check your DSL. The app creates a case id which you can tell the colleagues on the phone who will create a trouble ticket with you. 

Kind regards Matze

@Ebrunassi Were you able to create a technical ticket now?

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