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Logged into my o2, cannot access anything other than community boards and actual availability

K
Rang

I am trying to view my current contract, and make changes, but continue to get error messages.

Entschuldigung

Aufgrund technischer Probleme können Ihre Daten in Mein O2 derzeit nicht geladen werden. Bitte probieren Sie es später noch einmal oder versuchen es alternativ in der Mein O2 App.


I downloaded and installed the app, at login continue  getting error 403
‘Die Daten konnten nicht geladen werden.’

I tried o2 chat, it gives me a login prompt, that if I click on it just refreshes the page (no login possible)
‘Wir freuen uns, dass du mit uns chatten möchtest. Um deine Anfrage schnell, einfach und persönlich beantworten zu können, logge dich bitte hier ein:’

I tried aura, it keeps telling me I need to login to my o2, I am logged in,and it will not give me any other option, eventually bringing me to the page

Ein Fehler ist aufgetreten. Bitte versuche es erneut

Bei der Authentifizierung ist ein Fehler aufgetreten. Bitte versuche es später noch einmal

I called the english speaking help line, it took 45 minutes to reach a representative, who after 3 minutes of talking said, she made it clear she does nothing other than connect me to a technical team (german speaking only), and the wait would be 1 to 1.5 hours (I could have directly phoned the german technical number and saved 45 minutes, but great that you offer english service… as some sort of joke.)

 

Edit o2_Matze 13/07/2022 13:24 Threads merged and added new topic

7 Antworten

K
Rang

when I use the internet-verfuegbarkeit option on the o2 page it says I have up to 50mb/s available at my address.
My current contract is for 25 mb/s (as far as I remember), though I rarely get over 10.
After some problems with the connection this spring, the technician said that my maximum connection here would be around 13/14.
Has the availability changed? if so why am I not getting 25mb/s as I pay for?
Trying to update/extend my contract but totally not able to access it  via this website.

o2_Matze

Hi @kylemfwelch 

Welcome to our o2 Community.

To check your case we need some further info, therefore i will get back to you via private message via our @o2_Support User.

Best Regards Matze 

https://g.o2.de/wcr
o2_Matze

Hi @kylemfwelch 

Thanks for the private Message. I`ve checked your address

At your place there is only ADSL2+ available, no VDSL, so there is no chance for upgrading your internet speed, i am really sorry.

In case of your login error we have updated the database, it should work now, If not please get back to us here, then we will create a trouble ticket

so that our colleages form IT Department can take a closer look at your case.

Best Regards

Matze 

 

https://g.o2.de/wcr
K
Rang

 Nothing has changed from my end. Still cannot view my rechnung or change anything, getting the same results as described above.

Concerning the  connection speed, That means that the internet-verfuegbarkeit check is simply wrong?
Im really trying to get an appropriate contract based on my connection (why should I pay for 25 mb/s if it is not actually available to me?), yet it seems like o2 is trying to upsell me?

o2_Matze

Hi @kylemfwelch 

Our colleagues from IT Department have just checked the Login Status, and everything went fine.

Just use the link https://www.o2online.de/ecareng , as login you have to use your fixedline number.

There you can check your contract status or take a look at your invoice (Rechnung).

Concerning the  connection speed, That means that the internet-verfuegbarkeit check is simply wrong?

No the check is not wrong, However, there is a possibility of misinterpreting the result.

When you check your address and the result is, that you can order the o2 My Home 50 Mbit it says nothing about

the technical availability of VDSL Ports, it just means that at your address the o2 My Home M (50Mbit) is available to order 

which is a contract you can order  when the lowest requirements are fulfillt which is a ADSL 2+ Port which provides a maximum of 16 Mbits.

So to be clear there is no chance for upgrading your internet speed, i am really sorry.

Best Regards Matze 

 

 

https://g.o2.de/wcr
K
Rang

is it possible for you to tell me what my true available speeds are?
The last time a tech was here they said dont expect higher than 10, 13 maximum at non peak hours

o2_Matze

is it possible for you to tell me what my true available speeds are?
The last time a tech was here they said dont expect higher than 10, 13 maximum at non peak hours

@kylemfwelch The max speed your DSL Port is capable of is around +/- 14 Mbit. That is the speeds which gets to the router.

When you are connected via wifi to the router you have to subtract 1or 2 Mbit from the speed which you will get in the end.  

Best Regards Matze 

https://g.o2.de/wcr

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