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Is this what I can expect from o2 Kabelanschluss?

H
Rang

I have ordered a new cable connection on 28.01.2022 with activation scheduled for 02.03.2022. 

 

On 02.03.2022 the internet was naturally not available, I can connect to the cable network OK, but no internet.

 

Ticket was created 03.03.2022

No feedback at all on the ticket itself, zero!!

I have been contacting the customer service almost daily now for three weeks.

 

On Friday morning, 18.03.2022,  I was told that the issue will be solved latest that evening at 20:00, yes you guessed it, did not work.

 

Customer Service then told me on Monday, 21.03.2022, that it will be fixed latest by 24.03.2022 – 06:00, take a guess if it was fixed?

 

So I guess I was given two random dates just to keep me out of the hotline for a while?

 

Today someone contacted Vodafone again (via email…. apparently they can’t call them?) to ask for an update.

 

On top of this I was told on 14.03.2022 that I would get a temporary SIM card with data during the actual issue. I got an email about the SIM, but nothing has arrived in one and a half weeks now. And naturally no one can check or send it now again, just forwarding me to another teams.

 

Naturally o2 was happy to get the money already for the connection over a week ago.

 

Is this is the service I can really expect from o2 moving forward? Having zero status updates proactively for a ticket in three weeks is just crazy. Not to even mention that the actual order for the connection took place almost two months ago now.

 

Would be great to hear from the o2 Team how this can really happen in 2022?

 

16 Antworten

o2_Giulia

Hello @HamSam,

welcome to our o2 Community 🙂

I am really sorry to hear that you have these problems with your new internet connection. I had a look at the issue, at the moment, Vodafone has been tasked with fixing the problem. Unfortunately it takes longer than expected.

You have also contacted our customer support today, they are sending a SIM card (free of charges) so you can use the mobile internet.

I am very sorry that it is taking so long to fix your problem and I would like to expressly apologize for this.

Best regards

Giulia

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H
Rang

Hi @o2_Giulia 

 

Thanks for your reply.

To be honest, mentioning that Vodafone is tasked to fix this is a bit of a cop out, my contract is with o2 and do not care about Vodafone at all.

If o2’s service level agreement really allows them to take over three weeks to solve one connection issue, that is reall conserning also moving forward. In the future if there is another issue, can I expect again that it will take a month to be fixed?

 

I again got zero feedback/update yesterda on the topic, although it was apparently escalated again. If this is the case still on Monday I need to start looking how to terminate the contract. A month without any progress is just unacceptable and like  many others I rely on internet to be able to work from home and this is now making life impossible. Not to even mention the extra cost this has caused because I have had to share my mobile data to be able to even work a little bit.

I really hope someone could step up now and get the issue finally fixed.

o2_Giulia

Hello @HamSam,

I've checked with our technical support again to see if there's any new information on this and will let you know if I get a response.

Best regards

Giulia

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H
Rang

Hi @o2_Giulia 

Thanks, I have already chatted with the tech team this morning, no updates.

If I get no further feedback by 15:00 today, I will send the Sonderkündigung letter to Nürnberg today and terminate this as it is clearly not possible to set it up. I simply can’t wait any longer and need to get another connection from another provder.

Having zero internet, and really not even any feedback on the ticket, should count as a valid reason to terminate this, although the contract was for 24 months.

Apparently no one could also validate the reason with the contract team beforehand and they have 14 days to process the request. So I really hope I don’t have another fight on my hands about that.

 

 

o2_Giulia

Hello @HamSam,

I can well understand your annoyance. Unfortunately, I have not received any feedback on your case either.

Our customer service sent you a free SIM card with unlimited data a few days ago. Have you already received it and do you have the option of using this as a temporary solution?

Best regards

Giulia

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H
Rang

Hey @o2_Giulia 

Nope, no SIM card has arrived yet. So tomorrow is full four weeks without any internet service from o2.

I have sent the termination letter to Nürnberg this morning. I expect a full termination, without any further discussion, as well as full refund for the connection fee (69,99 €) I have already paid.

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@HamSam Did you (want) use your own cable router or a rented o2 router (Fritzbox 6660)?

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
H
Rang

Hi @Joe Doe 

I have my own FritzBox 6690.

The MAC address was checked 4-5 times and was always correct.

I can connect to the cable connection itself just fine, I can see that via the router, but have no internet (IPv4 or IPv6). The o2 tech team saw my router just fine when they checked it, but saw some error somewhere. During the whole time no one could tell me what the actual issue is, only that they have to talk to Vodafone and have a ticket with them. 

Anyway, I have ordered another connection now from another provider and have sent the termination letter today to o2 today (yes, a letter is needed in 2022….)

Not a great experience this, I had o2 DSL for years which was always OK, but the switch to Cable during my move turned out to be a huge mistake. Hope that getting out of my contract now and getting my money back at least goes smoothly.

o2_Giulia

Hello @HamSam,

I have contacted our cancellation department and asked for your request to be processed quickly. As soon as I have received feedback, I will also take care of a full refund for the downtime and the connection fee.

I will keep you up to date here.

Best regards

Giulia

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o2_Giulia

Hello @HamSam,

your contract is being cancelled now by April 8th. All charges after March 2nd will be refunded with your next invoice. Please contact us again when you have received the invoice, so that we can then transfer the remaining credit back to your account.

I would like to once again apologize for the inconvenience.

Best regards

Giulia

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H
Rang

Hey @o2_Giulia 

Thanks for the reply sd info, much appreciated.

I’ll get back to you about the credit, once I receive it.

Have a good week.

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@HamSam Let me guess.  You signed up with a red provider and he was able to activate your Fritzbox 6690 immediately so that you are now online.

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
H
Rang

Hi @Joe Doe 

Yep, thats pretty much how it went. Literally hours after the actual order and I was online and can finally work normally again. Could not have been smoother.

But fair play to o2, if I can get out of the contract now like @o2_Giulia said.

o2_Giulia

Hello @HamSam,

you should have received the last invoice with the credit meanwhile. Can I have it transferred to the bank account we have used for debits so far?

Please also remember to check if you old homebox needs to be returned. For this, please use our return portal: https://router-retoure.o2online.de/start Here you can also print out a return label or download a mobile parcel label as a QR code. The return is made with DHL and is free of charge.

Best regards

Giulia

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H
Rang

Hi @o2_Giulia 

 

Yep, I received the invoice last week and I was in contact with your customer service this Wednesday as the invoice also included an invoice (28,54)  for March for the my Home XL, which never worked and obviously I wont be paying that. The helpful service person told that this would also be credited back to me, but I am still waiting for any document about that.

 

But yes, please order the refund for both to my bank account, thank you.

 

I didn’t have any router for this connection, so nothing to return from my side.

 

Thanks for your help & have a good weekend.

o2_Giulia

Hello @HamSam,

that’s right, I will have the new credit also paid back to your bank account then. Please note that the transfer can take a few days.

I would like to sincerely apologize for the inconvenience caused.

If you have any further questions, please let us know.

Have a nice weekend!

Giulia

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