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This is my second attempt to get the Kabel internet and has not been successful so far. I switched from Vodafone but I don't have internet after Vodafone contract ended.  O2 was activated on 10.01 . I have called the hotline many times with my Mac Address and restarted my fritzbox 6660 with no success. Can someone please help here? Thanks

edit o2_Gerrit 21.01.2025 moved to English O₂ Community: Broadband & Landline

Hello ​@dowusu,

that is not a nice start when your cable connection is not online yet.

I see that a ticket is opened with our technicians, has an appointment been made with you for a technician to come to your place to check your connection?

Best Regards,

Gerrit


@o2_Gerrit 

The technician was around this morning. He said in about 20 mins - 2 hours, everything should be fine but still not working till now.


Oh dear, these are not good news if your cable connection is still not working, ​@dowusu.

Have you already called our technical department again, so that the colleagues there can check?

Best Regards,

Gerrit


@o2_Gerrit I have called and called even this morning they all tell me the same thing "We will call you back, give us your mac address" . If this issue is not resolved by tomorrow,  I might have to contact the Bundesnetzagentur or just cancel the contract. 


@o2_Gerrit

At this point, I think I have to cancel the contract because O2 cannot provide me with a home Internet as it also happened 2 years ago. Please cancel the contract as a sign of goodwill because it costing me a lot. I will look elsewhere. Please let me know as soon as possible. Thanks 


Hello ​@dowusu, that is really unfortunate, that the disturbence for your connection could not be resolved until now.

The connection itself until the house is owned by a service provider different than us, who is responsible for checking and fixing the connection, which is a reason the colleagues receiving your report of the disturbance can not immediatley act themselves but have to forward the reported continuing of the disturbance of your connection.

When the disturbance is fixed and the timeframe of the disturbance is known, you can apply for compensation via our compensation form.

A cancellation before the contarct time due to unfixable technical problems can be applied for via our cancellation form.

I hope your connection can be fixes quickly, if there are any questions please also ask them here 🙂

Best Regards,

Gerrit

 


@o2_Gerrit ,

It's unfortunate this has to happen the second time. I have cancelled the contract using the cancellation form. I need to get a confirmation asap to find alternatives. Waiting for you confirmation 


@dowusu I see that your cancellation form has reached us. The colleagues from our special department will check everything and will get back to you as soon as possible via e-mail or letter 🙂

Best Regards,

Gerrit


Still not received an answer from the "Special Team" but a call for a technician appointment on Monday 


Hello ​@dowusu,

yes, the checking of your application for early cancellation by our colleagues might take some time.

it is good that you have an appointment with a technician early next week, please keep us posted how it went 🙂

Best Regards,

Gerrit


@o2_Gerrit The technician came in today did what he had to do and I still don't have internet. Called your service team twice today and they also can't do anything about it. Please cancel the contract. 


Hello ​@dowusu,

that is very unfortunate, that this attempt at solving the issue has not been successful and you still do not have internet.

We here in our o2 Community cannpot cancel contracts, but I see that you have already send the cancellation form applying for a cancellation as early as possible due to continuing disturbances rendering your connection not usable.

The colleagues from our special department will answer as soon as possible.

Best Regards,

Gerrit


@o2_Gerrit , Good news. My Internet is back and I hope it stays on. How do I withdraw the cancellation? Thanks for the support throughout this period.


Hello ​@dowusu,

that is great news, that your internet is now back 🙂

If you like to I can inform the colleagues not to proceed with your cancellation.

Best Regards,

Gerrit


@o2_Gerrit Please do confirm to your colleagues


Hello ​@dowusu,

I did confirm to the collesagues that you want to withdraw youer cancellation as your connection is stable since 28th January 🙂

Best Regards,

Gerrit


Hello ​@dowusu,

the colleagues already closed the termination process, your connection will be continued and I wish for you that from now on it will work smoothly 🙂

Best Regards,

Gerrit


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