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O2 set up an appointment for a technician to come repair our DSL which has been faulty for several weeks. The technician was meant to come “nach mittag” yesterday. The ticket was updated that the issue had been transferred to the technical team. Well, I sat at home waiting from 12-8 and no one ever showed up. No one rang called. I received no emails. The ticket status never changed  on the online ticket system. 
 

I get that Telekom can mess with o2 a bit and that o2 can’t control the actions of the Telekom technician and I don’t blame them for that, but the lack of communication on the o2 side of things is pretty ridiculous. Customers shouldn’t be left sitting in ignorance when their DSL isn’t working, particularly during the pandemic when we rely on that connection to do our jobs. I’m very frustrated. 

Hi @ARoad 

Welcome to our o2 community.

I am deeply sorry that the tec guy didn’t show up and that there was a lack of communication from our side.

Our colleages from technical department reportet the incident, at the moment we

are waiting for feedback. As soon as there is an update you will get an info. 

Best Regards Matze 

 

 

Well that’s all well and good, but the ticket was created on the 16th, and there has been no update or communication since, other than “be patient.” That is not great, particularly since I had to teach my classes today using mobile data. I’m currently relying on dsl to do my job and it keeps shutting off with no end in sight. Why isn’t Telekom fixing this?? 

Hi @ARoad 

I am sorry, it seems the connections problems are more complicated than expected.

The repair is still on going, I am deeply sorry, i can only ask for your patience at the moment.

You will be informed as soon as there is an update.

Best regards Matze 

  

 

I appreciate your update! Is there anything I can be doing from my end to support the repair being completed quickly?

@ARoad 

I am afraid there is nothing you can do at the moment.

If tec department need further info or your assistance they will reach out to you. 

Best Regards Matze 

Well we are entering our 3rd week with the internet spontaneously shutting off. We have been told that the problem has been fixed by Telekom, and now the issue is our modem/router.  Supposedly a new one is coming to us. Everything worked perfectly over the weekend. That being said, the DSL has died 5 times today, making it impossible to teach my classes over our DSL line, and forcing me to use mobile data from my phone. I rang the tech help line, and I am fairly certain what he said is, “you have a new box coming, be patient.” 

I honestly am blown away by how often I have had to call the help line, the fact that after over two weeks we still have no answers. I also have been blown away by how many times I have been hung up on, or transferred to the “English team” who then transfer me back to the tech team, who transfer me back to the English team. If I could communicate via chat with the tech team, it would be much simpler, since my written German comprehension is much much higher than my spoken, and we might be actually able to help each other find answers. 

I would like to add that the internet died again TWICE as I was writing this message. Every time I run the service suite a get a new ticket number and nothing changes. I find this whole saga absolutely frustrating. 

I am having the exact same problem from last one week. My dsl stopped working on Monday evening and thanks to great customer service timing, I could only call on Tuesday morning and they gave me an appointment for Wednesday Vormittag. I stayed at home and had to take leave from office and for what? The technician didn’t even come and the tracking link showed my problem was solved but ofcourse it wasn’t. Called again the customer service and they told me to wait because they want to know the reason why he/she didn’t come instead of giving me another appointment for two days. Friday only I could manage to get an appointment for Monday Nachmittag. And I am still waiting for technician to come and I doubt he will come. I am so tired of the customer service and the circle. They gave me extra internet as well but O2 network in my area is so bad that I can’t even work with mobile internet. I don’t know why am I paying so much for this service. All I can do is to wait for some miracle to happen because I lost all hope that my internet would even work. 

Hi @Div27,
welcome to our community and thank you for your patience.
Has the technician been there in the meantime and was able to get your connection up and running?

Kind regards
Larissa

Hi,

Yes, it got fixed finally. But I am really annoyed why should I even be charged for this period. It’s almost half of the month. So kindly take this into account and I shouldn’t be charged for the period I didn’t have internet connection I paid for.

 

Thanks,

Divya

Dear @Div27 ,

in the meantime, we have this online form for compensation: Compensation. Unfortunately, this form is only available in German.

We are no longer allowed to make credit entries ourselves. This is all handled by the specialist department.

Kind regards,

Andrea

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