@DekiNW

please contact

Hello @DekiNW thanks for your post.
Have you already called the english hotline like fritz04 has mentioned?
Is everything fine now?

best regards
Michael

Hallo Michael,

I have already called the English hotline. 
They told me there is no logical explanation for why that happened. 
They told me at the end I will have only one contract and connection.
17.05.2022 I have received a package with coaxial Kabel and coaxial filter for data networks  (which I don't need, in wall socket I already have a data connector).
Now i have to wait for one more package with fritzbox (why two i don't know, perhaps they forget to put in first). 
Activation will be 30.05.2022.
They told me to be patient and that is a very complex process.
That's all I know at the moment.

Best regards

Hello @DekiNW,

I have checked your order, please don’t worry because you see more than one order in your online account. This indicates that the first order had errors, was canceled and had to be created again. The first order is of course canceled in this case. This also explains why there was a delay in activation, it would normally be about two weeks.

I have also checked for the router, it will be delivered in time for the activation. The coaxial cable and the media converter are always shipped separately for cable connections. If you don't need them, you can keep them as spares.

Please let us know if you have any further questions.

Best regards

Giulia

UPDATE

I still waiting for fritzbox.
Activation date is for 6 days. (30.05.2022)
I have one mor time called the English hotline. 
They have created new ticket for fritzbox.

Sadly 

Hello @DekiNW , 

the router had to be booked separately because the order with the router was the one, that had errors, so the new created order went through the order process.

Unfortunately in this order was no router booked in, so it has to be booked separately.

That means the router can be send to you, after the activation date on the 30.05.22, because the order cannot be changed in this status right now.

I see a ticket from the department for this case. 

I am sorry for this delay.

Do you have further questions?

Best regards, 

Manuela

UPDATE

Hallo

01.06.2022 I have received router from O2

Internet is activated and now work.

Unfortunately I still have some problems.

I noticed that my fritzbox use old firmware 7.27 (latest is 7.29). Unfortunately manually is not possible to be updated (because router is from provider). Can you release online update for fritzbox 6660?

1. Next problem is that I can not reach speed.

   

   I also have Non-correctable errors.

   

   Is it possible that you arrange and send technician to check Kabel network in building and in my apartment. I would like that hi properly set amplifier in basement of building also maybe it will be necessary to check wall socket (it is 30years old and newer renewed).

Hello @DekiNW,

good to hear that you recieved a router and the internet connection is up and running :-)

Since a cable connection is a bit more complex than a DSL connection a new firmware is first testet together with he cable provider thoroughly before it is released to the devices on its network. If the update does not work right now I a msure it will be available soon :-)

If you encounter any issues with your cable connection I suggest to get in touch with our technical departement. Since we can not promise that you will reach an english speaking agent I recommend to cal lwith a friend who speaks german if you don’t do so.

Regards,

Lars