Is it possible to improve the performance of my newly activated 250/40 package? currently more like 185/30

Hello @John 8484848 and welcome to our o2 community

I can understand your dissatisfaction with the speed of your internet. So I took a look at your connection. The connection was switched to a 175 Mbit/s VDSL profile. In our confirmation of your tariff change, which you received by letter of December 14, 2021, we informed you that only a maximum bandwidth of 175 is possible at your address. Unfortunately, a higher speed is currently technically not possible with your DSL connection.

Please let us know if you have any further questions.

Best regards

Giulia

Hello @o2_Giulia 

This is not acceptable for me.

Ignoring the question of download speed, this change has downgraded my upload speed from an actual of 37mbps down to now 30mbps.

I have rewired my modem to have a much cleaner line -- my modem reports a SNR Margin that is 4-5 dB higher than when the line was activated, and is now around 22 dB.

My modem shows that the line should be able to run at 310/50, far above the 175/30 package I was put on or even the advertised 250/40.

I never agreed to this 175/30 profile.  Even more, my address has not changed since I agreed to 250/40 and you still advertise the 250/40 package at my address.  I will be researching the new broadband rules which went into effect on December 31, 2022 to see what my rights are.

I am only getting 70% of the currently advertised download speed and 75% of the currently advertised upload speed.

Please submit a ticket to your technical department to increase my line to the 250/40 which your own advertising says is currently possible, and that I agreed to.

I have attached a screenshot showing that you are currently advertising 250/40 to my address

The advertised maximum for a particular tariff is not always technically available at every address. That is why you receive a notification of the actual maximum for your line when you enter into the contract or change the tariff. If you did not agree then you should have cancelled the tariff change. Or did you not receive the confirmation mentioned above?

In your screenshot it says "bis zu" (up to) because this product is available at your address.. The next smaller tariff only has a maxim.if 100.

The new rules you are talking about came into effect on 1st December and this is why you should have received notification of the max. availability to give you the possibility to cancel. You should also be aware that even if you were to switch to another provider, it is unlikely you will get a faster speed unless that provider has its own fibre connections at your address.

hi @bs0 this is the second thread you’ve commented on like this.  I don’t know why you are spending your personal time to tell me that I should not expect what I am paying for...

“Up to” needs to be reasonably close, https://www.bleepingcomputer.com/news/legal/germany-to-force-isps-to-give-discounts-for-slow-internet-speeds/

Yes, for some reason you decided to open a new thread on the same issue. Don't worry about why other people might choose to comment on things in a forum. That is what forums are there for.

I can't help it if you don't understand what you are being told or answer questions. Did you or did you not receive confirmation of the maximum available at your address? This is important. Yes, the new rules require ISPs to give discounts if the speed reached is lower than that that was promised in your contract. So the question is what it says in your contract and not what the website advertised as a maximum for the product. If o2 didn't inform you of the maximum then you are right, if the required speedtests show the specified deviation then you would most likely be entitled to a discount.

@bs0 the only reason I use this forum is because o2 telephone support never does what they say they will and does not follow through on anything.  I called their support 3 or 4 times, waiting for 45min on hold each time, for their agents to tell me that my upgrade would happen in 14 days, but it never happened.

This is a question from me to o2 and it relates to my specific contract and my specific connection.  It is not a general request for help.  While I cannot stop you from commenting on this thread, please understand that you’re not helping me and I don’t appreciate it.

Actually I am trying to help you, it just isn't what you want to hear. I could tell you what you want to hear if you would prefer that, but it wouldn't be the truth.

You don't have to answer the question about your contract, but you will appreciate that not doing so will lead people (myself included) to draw certain conclusions.

In any case, you are right, you can't stop people commenting, but equally I see no reason to waste any more of my time trying to get a point across you clearly don't seem to want to accept or understand. I am certainly not posting here to annoy you or because I have nothing better to do. It is a shame you appear to see it that way. On that note, I will henceforth gladly refrain from posting further replies here.