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No internet and no one is helping us on the phone

T
Rang

I have a Cable connection. It has not worked since yesterday’s morning, so we have been without internet for over 24 hours. We have tried contacting the English service, then the German technical service, with which I could hardly communicate. They opened a ticket and tried to resolve the issue by just restarting the modem from afar. I have just received an SMS saying the issue was resolved, but there is still no internet in my house. There was a phone number to call in case it hadn’t work, but when I call there is an automated assistant saying there is no one there to help me and restarts the call all the time.

I want my issue resolved. Can somebody help me?

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Lösung von o2_Flo 10 February 2023, 10:35

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7 Antworten

T
Rang

Update: after another call to ask me to restart my router, it seems I cannot reach any real technical person to help me.

My router logs show always the same error:

“Could not establish IPv6 internet connection: No response from DHCPv6 server (SOL).”

In the Online monitor for Fritzbox 6660 Cable it shows that Cable is connected, but Internet IPv4 and IPv6 are not. I feel like they keep telling me everything works because cable is connected, but I’m not getting an ip from the server!

I have been using this connection for more than a year, and it only stopped working yesterday morning.

o2_Kurt

Hi @TabLmm ,

the last report mentioned that the tech-department asked for a factory reset of your box. Please contact our technical department again in order to update your ticket regarding the factory reset and the current connection status. Apart from that, the line owner also reported an outage in your city. It is not quite clear, if that error also effects your connection, but my co-workers should be able to find that out.

Best regards,
Kurt

Signatur :)
T
Rang

Hello,

I don’t have Internet since Tuesday 17.02, I already opened a post about this in the past and I still do not have a solution, but what makes matters worse is that today for no reason they closed my ticket.

I had to call again, and they created a new ticket for me, so it seems as we are starting over!!

To make matters worse, I got an SMS asking to check if my issue was resolved. My wife had to go back from her job to our house to check and it obviously didn’t work. Are these automated messages?? It’s like the 3rd time this happens.

I’m not sure if I can post ticket numbers in here, but it feels like my previous ticket was closed in an attempt to fulfil some service level agreement metric, rather than giving me a solution.

This was my previous post: 

 

Please, can someone help me with this? the level of stress this is causing me is considerable, I feel impotent talking to a wall, rebooting my router and restoring factory settings for no reason. This is obviously a deeper technical issue, maybe in the area, and I don’t get a good update on it.

Edit by o2_Steffen: Topics merged

o2_Flo
Benutzerebene 7

Hey @TabLmm 

If I see this correctly, the outage should now be resolved again? Can you give us an update?


Greetings,
Flo

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

Hi,

i won't be able to check until tomorrow because im in. Netherlands right now, but a few things concern me:

this would be the 4th time im old the issue should be fixed without explanation.

please don't close my ticket again until we try, i don't want to start over again.

i didn't get any message nor call about trying now, how would i know if i didn't have this post?

 

to be clear, my router gets cable signal, but it cannot get an ip from the server, it clearly states in the logs unable to get ipv6 from dhcp server. Unfortunately since this is an o2 managed router i cannot see that configuration. We already tried the factory reset.

it feels like it is a configuration issue in o2 side, like our router got blocked or something.

 

I will confirm tomorrow night. Thanks.

T
Rang

I’m glad to confirm that the internet is finally back.

 

I went from 17th of January to 2nd of February without internet, and yet I had to pay the full bill at the end of the month. How can I get my refund for this?

And i’m not even considering how much I had to pay in mobile data with my phone company in order to live without internet.

 

Are refunds for outage automatic or should I make a complaint? And if so, what is the process?

 

Thanks.

o2_Flo
Benutzerebene 7

Hey @TabLmm,

 I'm very happy that your internet is back and working. Please use this link once: https://www.o2online.de/service/entschaedigung/ 

If you need help with the translation, feel free to contact me here again!

Greetings,
Flo

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

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