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my iphone doesn‘t connect automatically to O2 home spot

M
Rang

Hello

I got the O2 home spot 5 G since 3 weeks. The problem is that my iPhone doesn’t connect automatically to the home spot. Everytime when I want to connect, I have to make my wireless connection on and off. This is the same for the other phones and laptops. Since 10 days I asked O2 service and they said they will send a new one. Till now I didn’t got it. 
any suggestion for the problem? 
any idea that how many days I have to wait?

 

 

28.11.2022 08:25, o2_Giulia: moved from Mobilfunk zu Hause & HomeSpot: Router, Software, Internet & Telefonie to English O₂ Community: Broadband & Landline

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Lösung von Mkalantari87 3 January 2023, 22:14

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11 Antworten

o2_Giulia

Hello @Mkalantari87,

welcome to our o2 Community 🙂

I am sorry that you are having trouble with your new homespot. Some questions:

Are the WLAN and LTE/5G lights on permanently (green) or do they go out sometimes?

There may also be disruptions in the mobile network at your address at the moment. You can check it here: Live Check. This could affect the network reception with your Homespot as well.

Please let us know if you have any further questions.

Best regards

Giulia

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

Thanks for the answer. The light is green most of the times. The problem is not about the network connection of the home spot. The problem is that each time I am disconnected from the home spot, my phone doesn’t connect again automatically when I come in the range of that. I have to turn the wireless of the phone off and again on and then it connects to the spot. There is a kind of problem with the home spot. The O2 shop has checked and confirmed the need for changing the device but I don’t know why after 12 days they didn’t send it to me. 

o2_Andrea
Benutzerebene 7

Dear @Mkalantari87 ,

I have just taken a look at your case.

You don't have a Homespot for rent with us, but a purchased one with instalment payments. We can't simply exchange it.

This probably also explains why the exchange order was simply not completed and not sent. 😕
You can send in the purchased router like a defective mobile phone in our returns portal, then we will check whether it is defective and if it is defect, you will receive a new one.

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.
M
Rang

Dear Andrea 

thanks a lot for the nice information that you have figured out for me. Actually I didn’t select to buy the device from O2 or to rent it. I even didn’t know that it is possible to rent the device too. The O2 shop said I have to pay extra for the device. Now I see this became a problem! If I have rented that, then was better? So please teach these things to your agents in O2 shops. I am really tried with following up each week two times in the shop and get no right solution. I had the problem since I got this new device and the contract. Now as I am sending this message still I have the problem:( 

I will try to find a way to get out of this contract 

 

o2_Andrea
Benutzerebene 7

Dear @Mkalantari87 ,

the Homespot 5G you owe is a new model and ist is only available as buying version, the ones for rent don’t support 5G and are older models. Thes cost 5,99 and 4,99 euros a month as long as you use them. The advantage of the rental version is that you get a new one if the old one seems defective and then send the old one back. If you buy your own, it has to be sent in for repair and you don't have a router for that long.
However, since you bought the Homespot in the shop, you cannot cancel the purchase. The best thing to do is to go to the shop and ask there.

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.
M
Rang

Thank you Andrea for the detailed declaration and kind following up the issue. I was yesterday in the shop and they will send it to the repair center. At the meantime had to buy a small LTE sim router, it works with out problem and is a proof that the big 5G guy was not working right. Hope they can solve it. 

o2_Giulia

Hello @Mkalantari87,

thank you for your kind feedback 🙂

Please let us know if you have any further questions.

Best regards

Giulia

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

Your welcome, thanks for the declaration, I will try to inform you on the results and hope the problem will be solved soon

o2_Katja

Happy new year @Mkalantari87! ✨

Has the router already arrived repaired with you?

Is everything working like expected?

Greetings,

Katja ❄

M
Rang

Hi Katja, thanks for the following up, yes it has arrived, actually I have got a new one. I turned the 2.4 and 5 GHz Wlans. Off and then connected the spot to a simple router (the cheapest only router in the market from TP link) and then with the cheapest TP link extender made a Mesh in the house. It is now perfect. 
I suggest to everyone who wants to use the O2 homespot and also to enjoy the mesh technology, to do so. 
thanks again 

 

o2_Flo
Benutzerebene 7

Hey @Mkalantari87,

thank you for your kind words :) Have fun with your homespot!

Greetings,
Flo

Lerne die Moderatoren kennen & stell dich selbst vor :) https://g.o2.de/o2_Flo

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