Hello @Saffran ,

welcome to the o2 Community .

The main issue that you currently have, is that back in the day when your contract was activated or first switched over to VDSL, the line at your address probably couldn’t support more than the 25 MBit/s that you are receiving. So your connection runs on a 25 MBit/s profile, which is why your speed is getting capped at that point even though technically higher speeds are possible by now. That can be changed without touching your contract conditions in any form.

You could also change your contract as you have suggested, to answer the few questions that you had about this.

The contract that you saw online would be for a new activation, if you change contract there is no one-time activation fee, but the 10€ discount is only avaiable if you have a second o2 contract that can give the “Kombivorteil”. Assuming nothing out of the ordinary happens, the downtime for changing contracts would be limited to a few hours at most. Withdrawing from the contract to change to a different one is usually not going to be possible due to how long the time required for the change ends up being, while the deadline starts immediately and not when the change was completed. And to your final question, yes if you were to go with the XL contract, then you’d be using Supervectoring.

I hope this answers your questions satisfactory, and then we’ll just need to know how you want to proceed.

Kind regards, Sven

Hello there @o2_Sven - thank you for the welcome and quick reply to my extremely long text. 

It’s a shame that the connection has been running on 50% of the speed I pay for for 4 years. First of all I would want O2 to immediately activate the 50/10 that should be on this plan. Could you activate this from your side? When this is done I would appreciate a message about it so I can test it out. Thank you!

I would like to try this first to see how the speed feels and get back to you here in this thread about a possible plan change.

I wonder one more thing… are those “Aktuelle Datenrate” numbers (97032 down, 31995 up from my Fritzbox image above) a good indicator for that a 97 mbit down/32 up speed is realistic to my home in a real world situation? Because that sounds close enough to the maximum “O2 My Home L” speeds and it would speak for picking that plan. If I decide to upgrade.

And if yes, could that also be an indicator for that I live in a decently good spot and a “O2 My Home XL” plan could reach near ideal speeds (250/40), or are those separate connections independent from each other so it’s hard to say something about the XL?

Pinging @o2_Sven again (sorry), let me know about my last post here, if you need any more details or so. And/or if it is better if the contact continues via private message or phone. Thank you.

I’m instead trying a ping to the general support account @o2_Support - I hope someone can give feedback to my post above. Thanks. 

It has been ten days since the last reply now, did anyone even see my answer?

If I understand the answer from your support team correctly, there is a “throttle” on the DSL line which should not be there, which is why there is only 25/5 instead of 50/10 mbit here. I am not sure why it wasn't corrected immediately upon discovery but I would appreciate if you could do it now.

If there is something that I misunderstood or needs to be confirmed via private message or telephone, let me know. I'm waiting and checking this thread every day.

Now I tried replacing the Fritzbox 7490 with the 7590AX I have. I transferred all the settings.

What changed is:

• “Min Effektive Datenrate” down went up to 99919 (from 88467, see previous image)
• Leistungslänge went up from 348 meters to 359 although the router is on the exact same spot

I don’t know if this information is relevant to my query. The real speed is still 25/5mbit.

I decided to wait until the end of this week before I contact other DSL providers instead.

Hi @Saffran 

Sorry for the late reply, my colleague Sven is out of office at the moment. 

If you are still on board we will arrange everything for the port change, the whole thing will take about three to four weeks to 

switch from 25/5 to 50/10 Mbit. 

Please give us a brief yay or nay and we will start the performance upgrade for your DSL Contract.

Best Regards.

Matze  

Hello @o2_Matze (and/or @o2_Sven / @o2_Support).

Please upgrade this connection to O2 My Home M (100/40 mbit DSL). Effective immediately (as soon as possible, I understand it can take some time). I assume this will reset the 24 month term, there will be no setup fee and the monthly cost will move from 29,99€ to 34,99€? I am willing to accept those terms.

And I guess this means the new 100/40 connection will stay on a 17a channel and I can return the Fritzbox 7590AX to the reseller and keep the old Fritzbox 7490 and have full performance on the O2 My Home M 100/40 plan? Please confirm this so I can return the router in time. I only have a few days left to return it so I’d appreciate a quick answer. 

If you need any other confirmation please contact me via the registered customer email.

Hi @Saffran 

I can return the Fritzbox 7590AX to the reseller and keep the old Fritzbox 7490 

I'm more of a 7590ax fan myself, but sure, you can keep the good 7490 (used it by myself serveral years)

and send back the 7590. The 7490 is a 100% capable to perform well on a 100/40Mbit DSL Port. 

I am sending your request to my contract extention colleagues, they will get back to you here in the thread

to discuss how to proceed the next steps.

Best Regards Matze 

Thank you @o2_Matze - I’ll await their contact.

We discussed it in the household and if it is not too late we’d change and go with the 250/40 mbit O2 My Home L (Supervectoring/35b) plan after all. If it is possible at this point.

I am just unsure about the reliability of the speed/connection based on the distance to the DSLAM, see my questions regarding that above. If someone can shed some light, that would be great. Maybe your colleagues can advice. Thanks.

@Saffran Important Note: If you want to use super vectoring (250 Mbit) you can’t stay with the 7490, cause that modell only supports 100 Mbit Connections. In that case you have to use the 7590 (or any another compatible device) .

Kind regards Matze

@o2_Matze Yes I’m aware, in that case I’ll keep the 7590AX. Thanks for the heads up.

@Saffran Perfect, as I see you are knowledgeable and tech savvy, so nothing can go wrong \o/

All the best.

Regards Matze  

Let’s hope so!  I hope someone gets in contact soon. Have a nice weekend.

Dear @Saffran ,

unfortunately, we cannot send out any offers at the moment because the landing pages for contract renewals are not working properly. We hope that it will work again soon.
You still need our support, right?

Kind regards,

Andrea

Hello @o2_Andrea - Yes. How long will that take? If you know it is going to take a while to fix that maybe we can sort it out via email or phone instead?

Dear @Saffran ,

unfortunately, we don't know how long it takes to fix the landing pages we send out. We hope for good news every day.
There is the possibility that you contact the hotline, there offers are not confirmed via landing pages but linguistically. However, we here in the community, do not offer this service because we do not make phone calls.
Feel free to give us feedback on what you decided.

Kind regards,

Andrea

Hi @o2_Andrea. Ouch, I hope your tech team can get it sorted. For such a big company I guess they (and you) are under massive pressure to fix it fast. If I call the hotline I will let you know here that it has been sorted but I’ll probably rather wait a bit because the hotline is always an exhausting experience… So please get back to me here and please don’t forget me. 

Also in the meantime nobody corrected the half-speed problem I have, so it’s still throttled at 25/5 instead of the 50/10 I pay for since years…

Hope to hear from you soon.

Hi @Saffran 

Also in the meantime nobody corrected the half-speed problem I have, so it’s still throttled at 25/5 instead of the 50/10 I pay for since years…

Sorry, that was a misunderstandig.  Your Fixedline is currently still on a 25/5 port. If you change your tariff to the o2 My Home L, a new line will be ordered automatically.

If we change your line to a 50/10 port now first, it will take about 3 weeks to switch from 25 to 50 (cause we order a this line for your from the local provider) 

However, no further changes can be made to your tariff for that long and only then after the switch to 50 Mbit is done the upgrade to the o2 My Home L can start, which again will take about three weeks (to switchs lines again)

So it is best to avoid the intermediate step, as this delays everything and apply for the change to the o2 My Home L directly.

Best Regrads Matze 

I see, thanks for explaining. I’ll wait for your signal now then.

Dear @Saffran ,

we will contact you here as soon as we can send out offers again.

Kind regards,

Andrea

Thanks @o2_Andrea, while we wait for that maybe you can tell me if there are any modem(s) that need to be returned to O2 according to the contract? I know there was first an O2Box 6431 and then later (around 2017 maybe) the Fritzbox 7490. Can you see if these are to be returned to O2 at some point or if these now belong to me? I am 99% sure they must not be returned but it’s better be safe than sorry. Thank you.

For the new contract I will use a FB 7590AX which has been purchased separately.

Dear @Saffran ,

the FritzBox 7490 is the one you should send back to us, but only when you received the new router. Please use the Rücksendeportal to send it back to us.

Kind regards,

Andrea

Dear @Saffran ,

I just wanted to let you know that we have not forgotten you. Unfortunately, we are not able to send landing pages yet.
As soon as it is possible here again, you will get an offer by email. 

Are you still interested in an offer?

Best regards, Maria

Hello @o2_Maria -

Yes I am. As mentioned, if I get the time I’ll try the phone hotline but unless I notify you here in the forum I am still interested.