Hello @bebopmot.

welcome to our o2 Community

I regret that there are problems with the internet connection right at the beginning of your contract.

I took a look at your case in detail. Unfortunately, due to an error when ordering the line, the wrong bandwidth (500 Mbit/s instead of 1000 Mbit/s download) was ordered and activated.

The error has already been forwarded and will be corrected as quickly as possible by the responsible department, so that you will soon have the full bandwidth of max. 1 Gbit/s available.

The changeover takes place remotely, so you don't have to do anything. However, we cannot currently give an exact date for the change.

If you have any questions, please let me know.

Best regards

Giulia

Hello @o2_Giulia

Thank you for your answer. Yes this is definitely not an ideal way to start, if I didn’t check the speed it would probably have stayed like this. 

My question is, since I’m not getting the speed I’m paying for, I’d like that to be reflected on my bill for the period when I don’t get the full service. And there’s also no estimation of when I will get the full speed, are we talking days or weeks?

Thank you

Hello @bebopmot,

If your bandwidth is reduced, you can request a reduction in your monthly basic fee: Antrag auf Minderung

This requires the creation of a measurement report in accordance with https://breitbandmessen.de/desktop-app.

Best regards

Giulia

Hi @o2_Giulia 

Thanks for the information, I have sent the form. Another question, will I be notified when the error is fixed? In your experience, how long do those fixes take?

Thank you.

Hello @bebopmot,

Unfortunately, we haven't received a date for the bandwidth change yet, but I'm sure it won't take long.

I will let you know if we receive new information on this issue.

Best regards

Giulia

Hi @o2_Giulia ,
So I have received an email yesterday to notify me that the change has been made, however I checked this morning with Breitbandmessung and it still gives me low speeds (see pictures from this morning’s test)
Does it take a while to take effect?

Hello @bebopmot,

if you are still having problems with the bandwidth of your connection, there may be a problem that we cannot resolve here via the community.

Please contact our technical support by phone. You are also welcome to call our English hotline on 089 666630081.

If necessary, the employees then record a ticket and arrange for a technician to visit.

Best regards

Giulia