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Hello !

I need help with my current situation.

I have moved to a new location within germany, and had requested for a move quite early as per process. However after moving, I came to know that the current apartment supports only cable connection . But my contract is in DSL.

A technician came to activate the connection and said that I should show him the DSL point of connection, which I could not. So he went away saying nothing. Later I got a mail that connection is activated, but there is no internet connection obviously !

I contacted O2 service centre and they said that there is DSL available in the area, but was not sure of why it is not in my current apartment. So they asked to contact technical team, who speak only german.

Question is what should be the next step here ? Should I be running around to find solutions ? or there is a process for this ?

 

edit o2_Solveig 11.07.2023, 19:57 Uhr moved from DSL → English o2 Community:  Broadband & Landline

Hello @JoeBan ,

welcome to the o2 Community 💙.

Generally there seems to be some manner of connection to the building itself atleast, else nothing could have been activated. So the issue would probably be the cabling within the building. That is something that you could have talked about with your landlord.
But as I can see you’ve already started a change over to a different contract, if you have any question please let us know.

 

Kind regards, Sven

Thanks for your reply.

We spoke with the technicians via hotline and we understood that DSL is not possible in the building. So they asked to switch to new connection type via mobile router, and said the speed and other details will be same. But I see now the speed is 50mbps, whereas my actual contract was for 250 mbps. 

This is not acceptable. Hence let me know the next steps and how I can cancel the contract/s. 

Regards !

Hello @JoeBan , you can cancel the change over to the LTE contract as that was done within the last 14 days. At that point you’d still have your DSL connection, then you could as said before talk with your landlord about the cabling within the building or you make a change over to a cable based contract as that is avaiable at your address according to your first post.

 

Schöne Grüße, Sven

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