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New O2 cable connection not working, no connection signal

R
Rang
  • RNL
  • Neuling
  • 6 Antworten

My O2 cable Connection was activated on 2nd May and I received an SMS about the same. I have a Fritz Box 6660 from O2. However, the internet is having no acess even though I received an SMS that it is activated. It is frustrating and affecting my work now. Dialled English Helpline number of times and they all are giving different answers and lying and I can observe that. Please do something or perhaps I have unfortunately terminate my contract and look for other operators.

 

Best regards,

 

Edit o2_Sven 07.05.2024/09:15: Moved from the Wohnzimmer to English o2 Community: Broadband

13 Antworten

o2_Sven

Hello @RNL ,

welcome to the o2 Community 💙.

It’s always annoying when the internet isn’t running, especially right after the activation. Since you have the 6660 from us, the MAC-Address shouldn’t be an issue, is the log of the Fritzbox saying anything about the failed connection and how are the LEDs on the router looking? If there are any other cable sockets in your apartment, have you already tried those out?

 

Kind regards, Sven

Der Wochenrückblick - https://g.o2.de/wcr
R
Rang

Hello,

I can see the Fritz Box WiFi option in the wifi section of my phone and laptop that the signals are Excellent. However, when it is connected to my laptop it is saying no internet access. On the other hand when I tried to connect on my phone, it says connection failed password wrong. The Power/Cable is flashing and WLAN light is ON and other other three are off. 

What do you mean when you refer to other cable sockets? The technician came and fixed it. Do you mean shall I try to connect in any other socket at my home? The router I mean?

 

Regards,

RNL

R
Rang

Hi @o2_Sven . Yesterday, I received a SMS to book appointment with Techniker for a fault number: XXXXXX. However, the person booked it for today Wednesday but the Techniker never came to check the fault. It is frustrating now. I think I have to terminate my contract now or if any legal proceedings need to be initiated for this because I am not paying for no connection instead I am paying to use it. Have to see now.

Best regards,

RNL

 

o2_Giulia, 12.05.2024, 10:23: personal data deleted

R
Rang

Hello ,

 

My O2 cable Connection was activated on 2nd May and I received an SMS about the same. I have a Fritz Box 6660 from O2. However, the internet has no access even though I received an SMS saying that it is activated. It is frustrating and affecting my work now. Dialled English Helpline number of times and they all are giving different answers and lying and I can observe that.

This Tuesday I received a SMS to book an appointment with Techniker for a fault number: XXXXXXX. However, the person booked it for  Wednesday but the Techniker never came to check the fault. It is frustrating now. I booked it again for today Friday and then a person called and told me that their colleague had made a mistake so the New appointment will be next week Tuesday. So are you guys trying  to deceive me?
With regards to this, Tuesday is the last day and I will cancel the contract after that.
However, if I face any issues in terminating the contract I'll have to go to the German Federal Police to lodge a complain and take serious actions. I have each and every evidence with me.

Best regards,
RNL 
Edit o2_Bianca 11.05.24 09:01Uhr: Moved from Digitales Wohnzimmer to English o2 Community Broadband&Landline

Edit o2_Flo: Topics merged // 12.05.24

o2_Giulia, 12.05.2024, 10:23: personal data deleted

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@RNL It's all very unpleasant, but a lot of things have to be done to get out of the contract due to non-fulfillment.
You have to give o2 a deadline in writing within which they have to get your internet connection up and running. The usual deadline is 14 days.

A lawyer would confirm this (please don't do this, it's a complete waste of money at the moment).

In addition, the police are not responsible for problems like this here in Germany. I think they would start laughing if you told them your problem.

English-language threads are actually given faster treatment by o2 moderators. Let's see if they can help you a bit. The positive thing is that you already have a fault ticket.
Since when have you had a ticket number?

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
o2_Flo

Hey @RNL,
I'm sorry that the technician didn't turn up for your appointment. Is your name on the doorbell and were you at home? Has your address been entered correctly? 

I would ask you to check this information and then make another appointment if you can. 

Best regards,
Flo

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

@o2_Flo 

Everything is correct. Booked for Wednesday but the technician never turned up and closed my ticket. Yesterday again I booked for the same day and later one of the person called me saying that the colleague had made a mistake in booking so the next appointment will be next week on Tuesday. It is just going round and round. I asked to send me a SMS so that I have the confirmation but they never sent.

B
Rang
Benutzerebene 7
Abzeichen +1

I'll have to go to the German Federal Police to lodge a complain and take serious actions.

Maybe you should read about the tasks of the Federal Police in Germany before you do so:

https://en.wikipedia.org/wiki/Federal_Police_(Germany)

R
Rang

@blablup 

When I mentioned the Federal Police, it doesn't mean I will go the border security forces and all. It was just a way to represent the states. I am aware of this.

Thank you!

schluej
Rang

@RNL than you should write „BNA“, „Verbraucherzentrale“ or lawyer…

If you will not know the German „rule of the game“ of contracts the following words „… if I face any issues in terminating the contract… “ will be gettin true.

Live long and prosper 🖖
o2_Giulia

Hello @RNL,

I'm really sorry that you had to wait so long for a technician appointment and that it will now take until Tuesday. I would like to sincerely apologize for the long delay.

The appointment with the technician has been confirmed and I'm sure it will work this time too. Please let us know if the technician was able to help.

If the connection is repaired and everything is working, you can then submit a claim for compensation for the downtime online: Antrag auf Entschädigung.

Best regards

Giulia

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R
Rang

Hello @o2_Giulia 

Thank for your response.

I had an appointment today but they just called me and again cancelled my appointment. Now they've given me for Thursday. This is the 3rd time they have cancelled my appointment now.

o2_Gerrit

Hello @RNL, 

I am sorry to read that the appointment with the technician had to be postponed again. 

Please keep us updated here how the repair of your connection develops, we wish for you that it can be concluded this week.

Best Regards,

Gerrit

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