Hello ​@MickMick,

welcome to our o2 Community

it looks as if the connection is not yet active. But that should change in the next few days.

Have you received any information yet as to whether or not a technician needs to come to activate it?

Best regards

Giulia

Hi Giulia,

Thanks for your reply!

According to My O2, no technician needs to come by:

Sie benötigen keinen Technikereinsatz. Um die Installation erfolgreich abzuschließen ist es notwendig,dass Sie Ihren Router vorm eigentlichen Aktivierungsdatum anschließen. Die Installation war erfolgreich, wenn Sie die Telefonica Startseite sehen.

My doubt/worry comes from the fact that my line seems to be “dead”/I dont see the Telefonica/O2 page.

If the line is not active yet, that’s fine, but I’m worried it will be hard to get a technician in December, seeing how busy that month always is :-)

Cheers,
Mick

Hello ​@MickMick,

The activation will take place in 2 days, so for now, you just need to wait. I understand it's confusing that you can't access our page yet. If it still doesn't work after the activation, please contact our technical support via the hotline at 089 787 979 400 or 0176 888 55 222, or use the chat: o2online.de/Chat.

For now, I assume everything will work as expected. Please keep us updated.

Best regards, Maren

​@MickMick what is your exactly activation date?

Fingers crossed!

Dec 4th

​@MickMick I'm not as optimistic as the others here. Personally, I'm afraid that you'll have to open a technical ticket on December 4th. I'm afraid that the whole thing with the „Nebenkostenprivileg Kabel TV” has cut off the cable coaxial line to your apartment. The activation channels should been visible. But a ticket hasn't been accepted at the hotline up to 4th December. Leave the router connected.

Hope for you what I am complete wrong with my thoughts.

Personally, I’m also afraid of that, that’s why I started this post. I also called the technical support hotline from O2 already, and was told “It’s normal that you don’t see the temporary page, it’s because of an internal issue. Everything will be fine on Dec 4th, and you dont have to do anything”

So yeah, I hope my worries are unfounded, and things will work on Dec 4th, but I expected something to be visible in the modem (and I think that the screenshots above show a “dead” cable line”.

Two more days, lets see what’ll happen

 

Hello ​@MickMick,

I find it hard to see everything in a negative light right away, even though it might be justified. A fault report can only be made once the activation date is set. For now, you could ask your landlord about the status of the line. Fingers crossed for you.

Best regards, Maren
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I don’t think I was taking it in a negative light. Instead, O2 offers very clear details for people who order a new internet connection, in order to prepare themselves for the day the connection goes active.

I followed all the steps, up to the point where I should get the confirmation that everything was set up properly, and ready for the activation day.

I already mentioned above that I did not get the o@/Telefonice page that would be the confirmation that everything was set up correctly.

Today is the activation day, and there is no change, the line still looks “dead”.

I did everything correct from my end, and from my very first message I shared all the info that I have available. If this was picked up correctly, then we could have already looked into a solution, especially since December is such a busy month

But instead, I was told multiple times that everything was fine, and I should be patient.

Today is the activation day, and here I am, with a non-working connection…

​@MickMick Try to raise now a technical ticket over the English speaking hotline.

Unfortunately, we were both right. Unfortunately, you can only create a technical ticket today. You must mentioned that the pre-activation channels are not displayed in the Fritzbox. No channels are visible.

​@MickMick Have you some (good) news for us?

Unfortunately not. I’ve called O2’s technical helpdesk twice:

1. On Thursday they said a technician from a local partner would be able to come on Friday, which sounded great to me. On Friday the partner calls me “No idea why O2 said that, our first possible Termin is on Dec 27”
2. On Friday I called O2 again, and talked to them about this, and they said “Oh that’s weird. Well good news, I can plan a Termin for you on Monday” again, this sounded great to me
3. This morning their local technician partner called me “O2 cant see when we have a Termin, so I dont know why they keep offering this to you”

So now I have an appointment for January 2nd…

It’s just such a shame that O2’s service is this way. I reached out to them well ahead of my Activation date, and even though all the info showed something was wrong my my connection, they still acted as if everything was fine

If they had taken action earlier, I wouldnt be without a working connection for almost a month

​@MickMick unbelievable

Did you an o2 mobile contract? You can book over the hotline or here a free 200GB datapack.

Hi ​@MickMick 

I'm sorry that your cable connection is taking so long to be activated. The fault ticket is still open and is being processed by our colleagues in the technical department. The new technician appointment has not yet been confirmed, but I am sure that this can always be arranged within two to three working days, the dates 27.12 and 02.01.25 seem to me to be more of a misunderstanding, a standard technician for fault clearance of the connection does not have to be arranged with a lead time of two or threes weeks. 

As I can see, you are already well provided for in terms of mobile internet, if you still need support on this topic, please get in touch with us again. 

Kind regards Matze 

Hello ​@MickMick, 
Like Matze, I also assume that an appointment with a technician only after Christmas is a misunderstanding and I don't see anything about it in the customer account. 
Is your cable connection working in the meantime? If not, then definitely call the technical department and arrange an appointment with a technician. 
Best regards, Maren