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ping is too high and internet is unusable

Hi Everyone,

I’ve been having extreme high latency with my internet at home, it started a week ago and every time I call o2 hotline they tell me the same thing:

  1. wait for 30 mins
  2. restart your router
  3. it is with our technical team
  4. it will be fixed in 48 hours 

and I'm stuck with this loop.

I even applied for a cancellation due to technical reasons but still no answer.

my issue is that my ping is +900ms and download speed does not even go above 4mbps and upload of 0.5mpbs, that while connecting only one client via cable CAT6 and I’ve tested it with one mobile and still the same, and i have done a factory reset as well, and please dont ask if i restarted my router ! :)

and yeah i work from home so you can imagine the frustration. 

what can i do and how can i escalate it ?

ticket x

Edit o2_Kathi 21.07.24 Ticket number hidden

11 Antworten

Alajundi
Rang

 

o2_Kathi

Hello @Alajundi 
Welcome back to our community 🤗
You've had these restrictions consistently for a week? Could you please tell us which exact tariff and router you are using?
Generally speaking, we can't escalate a ticket here, so I would have to ask you to contact our technical team again. However, I understand that you would like to avoid this as you have already contacted them several times.
Best regards, Kathi

Wenn dir eine Antwort weitergeholfen hat, markiere den Beitrag gerne als Lösung, damit andere auch davon profitieren 🤝
Alajundi
Rang

Hi @o2_Kathi 

Yes I’ve had it more than a week now. and my tariff is Home XXL (I should be getting  1000mbit download and 50mbit upload) and my router is FRITZ!Box 6660 Cable using FRITZ!OS:7.57 

I have contacted the hotline 4 times now.

I have noticed that between 2AM and 6AM my ping goes back to normal (25-40ms). and trust me I’ve tested it with 3 different clients and different OS.

o2_Kathi

Hi @Alajundi 😊
Thank you for sharing the data with us here.
I know it's annoying that I have to ask you to call our fault hotline again. Unfortunately, I can't open a ticket for you here.
Thank you and best regards 💙

Kathi

Wenn dir eine Antwort weitergeholfen hat, markiere den Beitrag gerne als Lösung, damit andere auch davon profitieren 🤝
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Alajundi Hello. I suspect a busy cable headstation or a reverse interference source.

What do your channels look like in the Fritzbox? (Internet/cable information/channels)

A lot of errors seen where? Please post screenshots from the channels tabs. Thanks.

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
o2_Kathi

Thank you for your support, Joe Doe 🤗

Wenn dir eine Antwort weitergeholfen hat, markiere den Beitrag gerne als Lösung, damit andere auch davon profitieren 🤝
Alajundi
Rang

@Joe Doe Hi, sorry for my late reply,

here is my channel information screenshot 

I have even changed the router and updated the firmware to 7.57 

 

Alajundi
Rang

@o2_Kathi it’s really so frustrating,

been having this issue for a month now and been calling O2 every day.

I have submitted a sonder Kundigung, and they asked me for one last chance to send a technical guy over but no one showed up. and been calling your hotline almost everyday for the last month….

I have even emailed  impressum@cc.o2online.de 2 weeks ago, and no reply yet.

what should I do to move on and terminate this contract? how can i escalate it?  

D
Rang

Whey i see it they run some sort scam here.Whole summer i dont have internet.Hotline they have is plain scam.No answer to any question.Whey forward is legal.Contact your lawyer and documnet all loses u had so far.I’’v been advised to do the same.

o2_Kathi

Good morning @Alajundi 
Oh dear 🤔 Thank you for informing us here. An inquiry via our contact form is better than writing an e-mail to the imprint. 
Have you received any feedback yet? What did you do when you called us?
Since your My o2 login is currently not possible, I'm afraid I can't take a closer look right now. (I would like to see if there is anything in your data record with more information)
Best regards

Kathi

Wenn dir eine Antwort weitergeholfen hat, markiere den Beitrag gerne als Lösung, damit andere auch davon profitieren 🤝
o2_Kathi

Hello @Alajundi 🙂
I wanted to check in with you after some time. Would you like to tell us what happened and whether the restrictions have been resolved for you?
Kind regards, Kathi

Wenn dir eine Antwort weitergeholfen hat, markiere den Beitrag gerne als Lösung, damit andere auch davon profitieren 🤝

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