O2 closed my ticket after 19 days – Internet still not working, technical service never fixed it

Personal data from screenshots deleted (full name and order number) // o2_Rebecca, 30.09.2026, 19:12 Uhr 

do you use cable or dsl?

hello ​@Tomsconected Please remove your name

Cable

Can you please remove your infos first. Then I’ll try to help you :) 

Ok thanks for editing. 

Do you have a TV in your house? Does the TV Work via cable?

Can you go to Internet > Kabel-Informationen > Kanäle and post a screenshot?

No just router. It's not finding anything. 

Hey ​@Tomsconected,

I'm sorry you're having so much trouble with your connection. Unfortunately, troubleshooting isn't just up to us, it also depends on the line provider.

I saw that my colleagues have opened another ticket. Please be patient a little longer. 

Best regards,
Flo

Thanks, Flo. I understand that the line provider may also be involved.

However, this still doesn't really answer what is being done. What exactly has been initiated with the line provider through this new ticket? I already had a ticket open for 21 days, which was escalated to technical field service, and the connection is still not working.

I also need Internet in the meantime. I need a temporary Internet solution for my apartment until the fixed connection is restored. What can O2 provide for this period? Ideally, something I can use at home, such as a temporary 4G/5G router or another suitable solution.

And regarding the billing: how will the period without service be handled? I have now had a ticket open for 21 days, and during this period I have had working Internet for less time than I have been without it. How will O2 credit or otherwise compensate me for the period in which the service was unavailable?

So I would appreciate some concrete information on three points:

1. What is actually being done through the new ticket?

2. What temporary Internet solution can O2 provide while I am without service?

3. How will the outage period be handled on my bill?

I have already waited quite a long time, so I would really like to see an actual solution this time rather than simply being asked to wait again.

 Could you please also give me the ticket number/reference for the new ticket that your colleagues opened?

I'd like to be able to track the case and refer to the correct ticket when contacting O2.

Also could be relevant. After this sms no contact from 02 side. Just me calling to support.

Also this one on 11.09 . They later called me and said they can't do nothing it's ridacom building. So I called back to o2 and said it and then I got that 14.09 message.

Ok. No answer plus now I have received Rechnung for 60 Eur. It's getting ridiculous......

​@Tomsconected 

The Line provider need to send definitly send an technician. May you can explain them in detail?

To whom? Ridacom?

Also what about Rechnung. Why 02 didn't contacted ridacom ? 

Im really sure o2 contacted them if you create a ticket they create a ticket by ridacom

Do you have neighbour in your house that use cable internet?

After this sarcastic message about trouble with my Internet. No news from Flo oder oder Moderators. 

No answers on other questions. Magical customer support.