Internet down since 01.02.2026 – chaotic support, app not working, job at risk

Internet seit dem 01.02.2026 tot – chaotischer Support, App funktioniert nicht, Job in Gefahr

Seit dem 01.02.2026 funktioniert mein Festnetz-Internet überhaupt nicht mehr.

Ich habe den O2-Support inzwischen ca. 10-mal kontaktiert – und jedes einzelne Mal eine andere Aussage erhalten. Keine klare Information, keine einheitliche Antwort, keine Verantwortung. Die aktuellste Aussage lautet, es gäbe eine „größere Störung in meiner Stadt bzw. in der Nähe meiner Wohnung“, aber niemand kann das verbindlich bestätigen oder schriftlich festhalten.

Ich arbeite im Homeoffice. Durch das Versagen von O2 habe ich bereits:

mein komplettes mobiles 5G-Datenvolumen aufgebraucht

eine O2-Test-SIM gekauft, die ebenfalls nicht funktioniert

versucht, das Problem über die Mein-O2-App zu klären – auch diese funktioniert nicht

Internet tot. Test-SIM tot. App tot.

Die Situation gefährdet inzwischen meinen Arbeitsplatz. Trotzdem ist der O2-Support nicht in der Lage oder nicht bereit, mir irgendeinen schriftlichen Nachweis (E-Mail, SMS, Ticketnummer o. Ä.) über die bestehende Störung auszustellen. Damit habe ich keinen Beleg für meinen Arbeitgeber.

Das ist kein kleiner technischer Fehler mehr, sondern völlig unprofessioneller Kundenservice.

Ich erwarte:

Eine klare und einheitliche Erklärung, was tatsächlich das Problem ist

Eine schriftliche Bestätigung der Störung

Eine realistische Einschätzung, wann die Störung behoben wird

O2, dieses Vorgehen ist schlicht inakzeptabel.

Edit o2_Kathi 04.02.26 Beiträge zum gleichen Thema zusammengeführt, Antwort verschoben

Warum nochmal? Dadurch wird es unübersichtlich und verzögert die Bearbeitung. Zur Info:

xxx

Edit o2_Kathi 04.02.26 Beiträge zum gleichen Thema wurden zusammengeführt, Link zur besseren Übersicht entfernt

Zur Info damit nicht alles doppelt angefasst werden muss, inzwischen ein weiteres Topic erstellt:

xxx

Edit o2_Kathi 04.02.26 Beiträge zum gleichen Thema zusammengeführt, Link zur besseren Übersicht entfernt

How is written confirmation going to help you? What does the live check show for your address? https://www.o2online.de/netz/netzstoerung/

Und das in einem anderen Bereich, so, dass man nicht mal weiß ob es um Mobilfunk oder Festnetz geht.

Edit o2_Kathi 04.02.26 Beiträge zum gleichen Thema zusammengeführt, Antwort verschoben

By the way even that link is stuck when you use it with your phone you can not scroll down ! 

Just hope I find something that works fine in this company.

​@Bumer maybe because i am not satisfied at all ? Losing my job is not a joke ...

That may all be true, but that's no reason to spam the forum.

Why would you lose your job? If you are working from home the employer is responsible for making sure that is possible and that includes provision for an alternative Internet connection if necessary.

Not being satisfied is no excuse for posting twice in two completely different topic areas.

Is your problem with mobile Internet or DSL?

​@bs0 Cable internet

This is a small company, not a large one. Not every employer can simply absorb days of lost productivity or provide alternative infrastructure on short notice.

So yes — this is a real problem, and I am trying to find a solution.

The issue here is clearly the O2 internet service.

Given that O2 uses Vodafone infrastructure in many areas, it is a legitimate question whether this outage is related to a problem between O2 and Vodafone at the network level. From a customer perspective, it currently feels as if the line has simply been cut — with no clear explanation.

​@bs0 Home Cable internet.

Edit o2_Kathi 04.02.26 Beiträge zum gleichen Thema zusammengeführt, Antwort verschoben

Then the live check is irrelevant as it is for mobile network.

o2 doesn't have it's own cable network so any problems have to be dealt with by the provider, in this case presumably Vodafone. This is not something that can be dealt with here in the forum, however.

I know ! 

That is what I said. But I don't care. I am paying to get internet. So they get them from a provider or they own them ... that is my last issue in this Life. All i know and all I want is Internet to work.

Then ​@bs0 what can be dealt in this forum ? And what is this forum is used for ?

This is primarily a customer to customer forum. The moderation can help with a lot of things, particularly contract related issues, but cannot provide technical support for cable network problems.

I forgot to mention that : 

1st Answer was : the issue is on your router

2nd Answer was : you did not pay the bill on time ( 2 days delay) 

3rd Answer was : internet issue in your city

4th Answer will come soon as i am calling them now. Will let you know 🫠

Admittedly, that isn't great support. Are you aware of others in your building or street who have similar problems?

Yes ​@bs0 .

Then I am in the right place.

I already know that none of you — and no one from O2 support — will actually find a solution for me. As always.

I am not writing this because I expect help anymore.

I am writing this so that everyone can see what kind of situation an O2 customer can end up in:

internet down for days

conflicting information

no written confirmation

no responsibility taken

This is what I am dealing with.

That’s all.

​@bs0 no one use O2 here ! And it works fine for them.

https://i.ibb.co/YBMkCTxF/Screenshot-20260204-112535-Gallery.jpg

After 50 mins : 

Update – now a “missing ticket” and a 2-day payment delay?? This is unbelievable
Update after yet another call with O2 support.
Fourth different answer.
This time I was told that no previous ticket was ever opened — which is simply false.
My ticket was opened on Monday, and here is the ticket number: xxxx.
After that, I was told something completely new again:
Apparently this is now a billing issue, because a Rechnung was paid with a delay of 2 days.
Let me get this straight:
O2 has my phone number
my home address
my email address
an open ticket in the system
And yet:
no reminder
no warning
no notification at all
Instead, my internet was cut — over a 2-day delay.
This is supposed to be a customer-friendly company?
First it was a city-wide outage.
Then a network issue near my apartment.
Now suddenly it’s “no ticket exists” and “you paid 2 days late”.
Every call, a new story.
I honestly cannot believe this level of chaos and unprofessional handling. This is exactly why I am writing here — so everyone can see what O2 customers are put through.

edit o2_Gerrit 04.02.2026 hidden personalised data

Hello ​@ZaT92,

welcome to our o2 community 🙂

That is not a good situation when your cable internet connection is no more working. 

It is good when a ticket number exists and has been given to you after you reported the outage of your connection.

A delay of paying a bill by 2 days should not result in a blocking of a connection.

From here we cannot check for your contract, as you are registered here in our community with a prospective customer account which is not linked to your contract.

Best Regards,

Gerrit

Another update – even the test SIM card solution was rejected !!

Another update, because somehow this keeps getting worse. Since I still have no home internet, I literally took a train and went to the nearest O2 shop — the same shop where I got the test SIM card yesterday — just to have some kind of internet until O2 fixes their mess.
Guess what I was told?

O2 administration did NOT approve my request to get that SIM card. So let me understand this:

O2 home internet: cut
Mobile data: already exhausted
Test SIM: doesn’t work
Going in person to an O2 shop: blocked by O2 administration

At this point, every possible workaround is being actively shut down by O2 itself.
I honestly swear — I have never experienced anything like this with any company.
No solution, no consistency, no communication — just one door closed after another.

​@o2_Gerrit 

You could just check the ticket number and you would know the customer number in there if you really were looking to help me. 

What do you need ? Customer number or something ? So you can help ?

The only way the moderators here can look up the status of a ticket is if your contract is linked to your forum account, which apparently it isn’t. Otherwise they have no way of confirming who you are (data protection).