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

Ticket – Internet outage, ticket closed although the connection is still not working

Hello O2,

I need help with my Internet connection because the whole support process has gone nowhere.

The connection worked normally for around two weeks after installation, then suddenly lost Internet access.

Timeline

10.09.2026 – I reported the outage to O2. Ticket was created.

11.09.2026 – I received a call from Elektro Willmann. They told me they could not do anything because the connection is apparently related to RidaCom/the building infrastructure. I then contacted O2 again and reported exactly what Willmann had told me.

After that – O2 told me I would receive an update/SMS and that the problem would be dealt with within two days.

Nothing happened.

I called O2 again because nobody contacted me. I was told the case would be prioritised.

I called again later because there was still no solution. Last Wednesday I was again told that the case was being prioritised.

And now, 30.09.2026, I see that the ticket has simply been closed.

The Internet is still not working.

Also, nobody from O2 has contacted me during the last two weeks. Every time, I have had to call myself.

So I would like to know:

• Why was ticket closed when the problem is still unresolved?
• What actually happened with the technical investigation?
• Why were the promised two-day update and subsequent callbacks never provided?
• What does “priority” actually mean if nothing happens?
• Can O2 provide me with a temporary SIM/eSIM with mobile data until this is fixed?
• How will O2 handle the compensation for the outage under §58 TKG?

I chose this service because it was supposed to be a simple and fast alternative without needing a technician appointment. Instead, I have spent weeks calling support and chasing a solution myself.

Please reopen/escalate ticket and actually get this resolved.

Ticket ID deleted (personal data) // o2_Rebecca, 30.09.2026, 19:06 Uhr