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Dear Sir or Madam,

I have following problem: I was trying to activate my DSL router yesterday, that I received from O2 previously. But at the end in the App, that helps with installation appeared a phrase “something is wrong with your DSL connection, please contact customer support”

 Case number: 603 500

I called the phone number from the App, but I couldn’t pass through the robots for two following reasons:

-I understand German, but I can’t speak fluently

-my German pronunciation is not good enough, so the robots don’t understand the numbers

I wrote to the O2 support chart as well several times, and was redirected to several specialists. But, however, they were asking if I speak German and after my reply, that “no” everybody stopped answering me. Also I texted that if knowledge of German language is required I can use google translate in chat. Unfortunately, I can’t make my German better in an hour.

So could you please tell me if there is possibility to contact support either avoiding robots

or somehow directly.

I apologise for lack of knowledge in German language, but I wanted my DSL connection to be fixed.

Thank you in advance.

Kind regards,

Ekaterina

 

Edit o2 Matze moved to English Broadband Board 

Moin Moin,

the problem is the there is no English speaking support!

But let’s try to find out what could happen.

Could check the DSL / Internet / Info LED?

We need the Color of each LED and On/off/blinking!

The Homebox is connected directly to the Phone wall outlet? Could you up load a Photo of the outlet? Do you using the gery connector for the DSL cable?

ASK a German speaker to do the foncall 

 

 

@EkaterinaAstrid and most important thing: Did you really use an o2 homebox?

Hi everyone,

Thank you so much for the answers!

So what happened since yesterday: I managed finally to speak with customer support and I was told that its impossible to connect with the yellow cable (despite the O2 App telling that it is possible) and anyway you need a TAE stuff, which I don't have in my apartment.

So I went to O2 shop and described the situation, and now the technic will come again this Friday. Lets see :)

// yes, I really use O2 homebox

 

Regards,

Ekaterina

 

Hello @EkaterinaAstrid and thank you for your feedback :-)

The o2 Homebox is intended for use with a TAE wallplug. If such does is not visible it is stilll possible that it exists but is hidden behind a cover that is painted over.

Please keep us informed what the apointment with the technician on this friday resulted in :-)

Regards,

Lars

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