Warum O2
Warenkorb
 Service
Gelöst

My internet is unstable.

V
Rang

Hello,

 

I lost my internet connection 3 times this month. Each time last about a couple of hours, one day even the whole day.

My internet connection is using kable.(Fritz box 6660 cable)

I have made the troubleshooting with the O2 app and generated a case number. Then my German friend helped me to call the O2 service. The technician creates a ticket for me later.

 

The problem is my connection is unstainable. However, today I received a message informing me that the ticket is closed.

My internet coming back again doesn't mean the problem is solved.

We are also being told by one technician that they can only examine the problem when I lost my internet again. It's very challenging for me to wait for the disconnection to happen again and call the technician at the same time.

 

Does anyone have a suggestion? I believe there is a better way than just waiting. It's really a problem for me when the internet lost a couple of hours during the day because I work from home all the time.

Maybe the O2 technician can monitor my connection for a few days to find out why the connection is not stable.

 

Thanks in advance,

Chen

icon

Lösung von o2_Giulia 29 November 2022, 09:52

Zur Antwort springen

8 Antworten

schluej
Rang

Could you send us a hardcopy with Übersicht / overview, Kanäle / Channels and statistics please.

 

 

Live long and prosper 🖖
V
Rang

Thanks for the reply.

o2_Giulia

Hello @VinceCL,

it is difficult to detect such a failure when the line is back online normally after an outage. It is therefore important that the connection is checked while it is down. If you contact our technical support again, please also let them know that you have reported the problem several times before and that a technician should check the wiring in the house.
Please also check in advance whether all cables are firmly attached to the router and are undamaged.

Best regards

Giulia

Du willst keine spannenden Neuigkeiten verpassen? Dann abonniere gleich unsere o2 News: https://hilfe.o2online.de/o2-news-3
V
Rang

I lost my internet again last weekend. It’s been 3days without the connection. I made the 3 screenshots for the statistics about Kabel.

I really wish someone here can tell me how to persuade a technician to come to my apartment to examine the cable and other hardware. I complained about this problem multiple times and asking technician to come. They always create a ticket and close the ticket next day. I never had the chance to book a technician visit.

It really a problem for me because I work from home most of the time. I already consider changing the provider because no one in O2 customer service solving the problem. They are always nice to listen to me however no real action for problem-solving.

 

A

I really wish someone here can tell me how to persuade a technician to come to my apartment to examine the cable and other hardware.

Hi @VinceCL .

The problem itself is, that O2 needs to rent the cablelines from Vodafone. If there are problems AND there are no problems called by Vodafone-users AND ONLY by O2-users, then one can say where the problem needs to be solved.

If problem happens again please check out:

https://allestörungen.de/

Of course not by cable…  You sure got a mobile, don*t you? ;)

So, if you can manifest the problem on O2-side, there sure is a technician from O2 to come out to you to check. ;)

Have a nice day :)

o2_Matze

HI @VinceCL 

Now that a few days have passed would you like to tell us how you are doing at the moment?

Did my colleagues from technical department found an error regarding your trouble ticket?

Best Regards Matze 
 

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

HI @VinceCL 

Now that a few days have passed would you like to tell us how you are doing at the moment?

Did my colleagues from technical department found an error regarding your trouble ticket?

Best Regards Matze 
 

Hi Matzo,

All my neighbors also lost their internet connection during the same time. Neighbors who are using Vodafone called technicians to visit. They fixed the wiring for the TV box. The internet finally came back.
However, The strange thing for me is I report the issues multiple times in the last weeks and O2 didn't send a technician to examine the wiring on-site. 

Best

o2_Giulia

Hello @VinceCL,

Our technicians report these outages directly to vodafone, which is why it is also surprising to me that the problem could not be found and that a repair was only carried out when the Vodafone customers reported a failure.

But now everything works to your satisfaction again? If you have any questions, please let us know.

Best regards

Giulia

Du willst keine spannenden Neuigkeiten verpassen? Dann abonniere gleich unsere o2 News: https://hilfe.o2online.de/o2-news-3

Deine Antwort


Allgemeine Nutzungsbedingungen der O₂ Community
© Telefónica Germany GmbH & Co. OHG Telefónica