And yet you didn't know that a Vodafone cable connection remains a Vodafone cable connection? There are very few homes that are served by more than one cable network operator. In this case, the user of the flat should also know this, as there would then have to be 2 different cable TV connection sockets from 2 different cable network operators. 

What have you done so far to have the issues resolved? There is no indication in your text that you have reported the problems or what o2 / Vodafone have done so far to remedy them.

First of all, thank you for your response, and I’d like to reiterate that I still don’t have internet access. I noticed you focused on the mention of my 20 years of experience, which seems to have led you to assume this experience was just in Germany; actually, I’ve only been here for about a year. I hope you’re not just a fan but an actual O2 representative who can act on the information I provided to help me.

In many countries, the cable inside the home is the customer’s responsibility, while multiple companies may access the building’s main distributor (which could be shared or dedicated), with the connection to the residence managed from that point. So, the idea that only one provider can serve each home is a bit outdated. Also, technical knowledge and experience shouldn’t be a factor here. Suppose I know nothing about technology; that’s not a legal obligation, right? I’m just an average user who isn’t required to understand these details.

If the contract has a clause along the lines of, “We get the infrastructure from Vodafone; if there’s a general issue, they’re responsible, but you’ll still pay us,” I apologize if I missed it. If such a clause exists, I’ll take responsibility.

There are certainly others experiencing similar issues, and while some might assume it’s just them, my purpose in posting here is to see if others have found solutions and to confirm that O2 is aware of the issue. The call center isn’t a viable solution for me; my German isn’t strong enough to explain everything, and even if it were, reaching the call center on Sundays or Saturday evenings is not possible. I do experience brief interruptions during the week, but these outages are much longer on weekends. Unfortunately, outages don’t consider the call center’s operating hours.

As an O2 customer, isn’t it reasonable for me to expect better service? This is why I’m reaching out here.

Best regards,

Yagami Lighto

Edit o2_Kathi 29.10.24 Full quote removed

Hello, and thank you for your response. I’d like to point out that I’m still waiting for Vodafone to resolve the issue so that I can actually use the internet I pay O2 for—quite a contradiction, isn’t it?

You asked what actions I’ve taken with regard to this issue involving O2 and Vodafone. First, let me clarify that I am no longer a Vodafone customer, so there’s nothing for me to report to them. When I was still paying for Vodafone, I reached out millions of times via email (yes, unlike O2, Vodafone is contactable by email). To address the problem, they sent me a free 5G modem with a SIM card, which was a nice gesture. However, it wasn’t adequate because the connection was both slow and unstable. With kids wanting to play PlayStation, streaming TV, and my own need to download large files for work, this connection simply wasn’t enough. Since my spouse and I were already satisfied O2 mobile customers, we chose O2 as our internet provider. While I remain hopeful for the future, the current situation is really disappointing.

The call center isn’t a practical solution for me. There should be a system to open tickets through the customer portal. Ironically, I know from following Vodafone outages that I’m not the only person in this area facing the same problem. While O2 seems to behave as though there’s no issue, all O2 users in this area are affected—and I’m sure my neighbors are reporting it too. My expectation is simply to be informed that O2 recognizes the problem and is taking responsibility. Yet there’s been no communication on this front, and customer support seems neither modern nor adequate.

Whenever an outage occurs, I have to switch to my O2 mobile internet, which, unfortunately, is not unlimited. As a customer, I’d like to know that O2 is actively working to resolve the issue and to hear about any alternative solutions.

Best regards,

Yagami Lighto

There is a contact form here: https://www.o2online.de/service/kontaktformular/

The reason most companies prefer broadband or cable faults to be reported by phone is because it is often necessary to diagnose the issue together with the customer.

Also in Germany the wiring inside the building is the customer's responsibility and if the issue were within the building then that would indeed be your / your landlord's responsibility.

If the issue has been reported then o2 is aware of the issue at your location and will have notified Vodafone. Has Vodafone located the problem? What has o2 told you so far? Cable is a shared medium so it is not surprising that you are not the only one affected. This suggests, however, that the issue is with the network and not in the building. If you know others who are affected, what have they done, what have they been told?

Incidentally if there is a recognised fault with your connection, o2 will give you additional mobile data on request.

Hello @Lighto,

Thank you for contacting us in the community. 

It's a real shame that you're not happy with your connection. It's great that you have already been supported by bs0 and blablup. 

Since you mentioned the missing email, you are welcome to contact us at any time via our contact form: https://www.o2online.de/service/kontaktformular/ 

If you have these malfunctions regularly, it would definitely make sense to report them. So we can get to the bottom of the cause. We also have an English hotline that you can call: Welcome to our english speaking O₂ Hotline | O₂ Community

Kind regards, Lea

Hello @Lighto,
I can well understand that you are not interested in where everything comes from and how it works - the main thing is that it just works! It's really frustrating when you book a cable connection with us and end up with the same thing as before.
Unfortunately, it's too late to cancel the contract now. However, I would like to ask you to report any faults so that our technical colleagues can pass them on to Vodafone so that the lineholder can get their line sorted. You can simply call here: Hotline 089 787 979 400 or 0176-888 55 222 For the O2 service in English, you can reach us on 089 66 66 30 08 1.
Good news: Fibre will be available at your address from February 2025! From 01/02/2025 you will be able to extend your contract and switch to fibre. This will finally give you the optimal service you deserve.
Please keep us informed!
Kind regards, Maren