Hi @aadilp 

Any update from your side regarding the internet performance?

Still to slow, or is everything ok by now?

Best Regards Matze 

Hi @o2_Matze 

Unfortunately it's still the same. The speed is slow and the connection is disrupted a few times throughout the day.

Best,

Aadil

@aadilp Could you please post a sceenshot from your router connection logfile (but please erase any kind of personal data) 

 and a screenshot of the internet performance(for example from fast.com or any other kind online speedtest), that would be much appreciated.

Thank you.

Best Regards. 

@o2_Matze 

I wasn’t sure about the logfile but this is what I found in the router web interface. I’m also attaching  a screenshot from fast.com 

Hi @aadilp 

Thats really strange, our monitoring tools are indicating that your connections should be perfect.

Are you connectect to your router via WiFi or via LAN cable?

If its a wireless network, please try to connect your laptop via cable to your router and make another speedtest to check the downstream performance.

Thank you.

Best Regards Matze 

Hi @o2_Matze 

I was on vacation so I wasn’t able to respond to you earlier.

I just did a speedtest by connecting to the router with a LAN cable. The results are similar.

Hello @aadilp , 

that is a very low speed. In this case i refer to you the o2 my Service App . 

With this app you can scan your connection and find errors which can be easily fixed via the app. 

If it is a bigger error, the app can create a operation number which can give our costumer service important informations to help with the Troubleshooting.

If you dont want to use our app, you can also directly contact our costumer service via 089 787979 400.

It is important that you are at home, when you contact us, because our colleagues need some informations from your Router etc. 

I hope you soon will have a more quickly connection, so that you can enjoy your internet access. 

Best Regards

Manuela

Hi @o2_Manuela 

Thank you for the detailed response, but this does not help me. I am not able to make a call in German language, that is why I posted my problem here and provided you with every detail. Your colleagues on the telephone hotline do not want to help someone who does not speak good German.

Please let me know if you can help me. Otherwise my only option is to switch to another provider.

Best regards,
Aadil

Hello @aadilp , 

i understand that fully and I am happy to help you in that case. 

Did you tried a factory reset yet? In many cases this helps. 

Please note that settings which you installed will be erased with the factory reset. 

For the new installation of your Router you will need your DSL access data. 

You can find your access data in your Mein o2 App or in your contract documents. 

If you use a landline you will also need your SIP Data which you can also find in your Mein o2 App. 

If you use a HomeBox or a FritzBox you install your Router via the Setup assistant which you can find on the Router interface,

You can reach the Router interface , when you open a Browser via LAN or WLAN and type in fritz.box ( if you have a FritzBox)

or o2.box (if you have a HomeBox).

If that does not help with your connection, please contact us again so i can help you further 

Good Luck and Best Regards

Manuela