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Low speed, plan change / help with DSL Tarifwechsel

Saffran
Rang
Benutzerebene 1

Hello O2 / Community, it’s really cool that you provide support in English, thank you!

First of all, sorry for the long text. I hope someone can help. 😊

I have DSL from O2 in Germany. The plan is called „O2 DSL Classic S“ (previously „O2 DSL Young 50/10“) and should have 50mbit down and 10mbit up. The whole time however, I only get 26mbit down and 5mbit up. I have tried with different speedtest providers (Breitbandmessung, Ookla, Telekom, Google etc) during a long time period, with different computers and always with LAN cable to the router. The router/modem is a Fritzbox 7490 with the latest software version.

So, this speed is not so nice for the price of 29,99€/month and I need a change/fix… On the positive side, the connection is at least stable and the plan is over 24 months so I can cancel it on a months notice.

Possible solution 1:

If I log in to the Fritzbox Router Admin and look under „DSL-Informationen“ -> „Leistungskapazität“ it says the connection is actually capable of 105mbit down/35mbit up. It says it is connected via a VDSL2 17a with full G.Vector capacity. See images included below. I have also tried resetting the router but it does not change anything.

Could it be that some (V)DSL channel is set wrong on the O2 side (like a human error?) which will be an easy fix?

Possible solution 2:

If I do a DSL availability check on the O2 website I get the message that 250mbit is possible on my address. If I do the same on the Telekom website I get max 175mbit possible. I assume the Telekom information is a bit more accurate since they are providing the actual physical cables but I am no technical expert. 😄

If a much better speed than now could be guaranteed and the price is right I might want to upgrade to this 250mbit plan from O2 instead of moving to another provider. Can someone from the O2 support team then help me here to change to this service?

Some questions in this case:

  1. There is currently a deal on the O2 website offering 250mbit for 34,99€/month (10€ discount forever) with 34,99€ as a one-time connection fee. It’s called O2 My Home XL. Can I get this deal as a current customer with my current plan?
  2. Should I expect a period of down-time when the plans change? How many days could this be? I just need to plan it since I work from home.
  3. If I change to the 250mbit plan and am not satisfied, can I then problem-free downgrade to for example a 100mbit plan (O2 my Home L) within a 2 week online purchase regrettal period?
  4. On a faster plan (250mbit) will the VDSL2 17a automatically change to a super vectoring 35b to guarantee the highest connection quality and speed? I read on a forum that I should ask about that.

Some infos:

  • I am interested in DSL, not cable (I don’t see any pros for choosing cable).
  • I recently bought a Fritzbox 7590AX (it is still unused) so I believe I do not need a router upgrade since it can do super vectoring. If „solution 2“ is not possible I will return the 7590AX, I don’t think I need it.

Thank you in advance for your help!

 

 

39 Antworten

o2_Sven

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

Der Wochenrückblick - https://g.o2.de/wcr
Saffran
Rang
Benutzerebene 1

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?

Saffran
Rang
Benutzerebene 1

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.

Saffran
Rang
Benutzerebene 1

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

Saffran
Rang
Benutzerebene 1

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.

Saffran
Rang
Benutzerebene 1

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.

 

 

o2_Matze

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  

 

https://g.o2.de/wcr
Saffran
Rang
Benutzerebene 1

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.

o2_Matze

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 

https://g.o2.de/wcr
Saffran
Rang
Benutzerebene 1

 

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.

 

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.

o2_Matze

@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

https://g.o2.de/wcr
Saffran
Rang
Benutzerebene 1

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

o2_Matze

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

All the best.

Regards Matze  

https://g.o2.de/wcr
Saffran
Rang
Benutzerebene 1

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

o2_Andrea
Benutzerebene 7

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

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Saffran
Rang
Benutzerebene 1

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?

o2_Andrea
Benutzerebene 7

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

Hat dir eine Antwort hier in unserer o2 Community weitergeholfen? Bitte markiere den Beitrag als Lösung damit andere Nutzer schneller Lösungen zu Fragen finden können.
Saffran
Rang
Benutzerebene 1

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.

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.

o2_Matze

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 

 

https://g.o2.de/wcr
Saffran
Rang
Benutzerebene 1

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

o2_Andrea
Benutzerebene 7

Dear @Saffran ,

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

Kind regards,

Andrea

Hat dir eine Antwort hier in unserer o2 Community weitergeholfen? Bitte markiere den Beitrag als Lösung damit andere Nutzer schneller Lösungen zu Fragen finden können.
Saffran
Rang
Benutzerebene 1

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.

o2_Andrea
Benutzerebene 7

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

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o2_Maria

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

Dir hat eine Antwort weitergeholfen? Prima, dann markiere diesen bitte als "Best answer", damit auch andere davon profitieren. ;-)
Saffran
Rang
Benutzerebene 1

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.

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