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Problem with DSL connection

G
Rang
  • G96
  • Neuling
  • 10 Antworten

Hello!

So I have an internet contract since November but it never worked. I had an appointment with a technician and he told me that the cable has problem. Then I made an appointment with the technician that O2 recommended me through an SMS. When he came he told me that according to him there is no problem with my line and that I have to book an ATT appointment with a technician of o2. 

I tried 3 times to book one but so far I haven't made it. I need an ATT appointment as soon as possible because it's been 5 months now. This is truly the last chance I give to this to work. 

 

Thank you.

15 Antworten

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@G96 what Router you use? Status of the LED’s? You really don’t have a DSL sync?

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
G
Rang

@G96 what Router you use? Status of the LED’s? You really don’t have a DSL sync?

It's a Fritz box 7590. The info LED is on and the first LED is not stable, it's blinking. I really don't know what else to do. All this is just too much for me. My last chance is this chat and going to o2 store close to my apartment to see if they can do something more for me. If not I will try to cancel my contract. There is no point having a router without internet.

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@G96 I don’t know what you mean with ATT appointment.
Have you ever get an email from o2 that you dsl line should work? Charge o2 every month you the internet contract?

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
G
Rang

@G96 I don’t know what you mean with ATT appointment.
Have you ever get an email from o2 that you dsl line should work? Charge o2 every month you the internet contract?

No I don't pay because they see that my internet is not working so they don't charge me. ATT appointment is exactly what the last technician told me to ask for. I don't know what it is either.

o2_Giulia

Hello @G96,

I am sorry that your DSL connection still could not be activated after such a long time.

I just took a look at your issue. The technician from Telekom, who was on site on March 1st, 2023, found that repair work was still required on the telephone line inside your house. Have these already been carried out? Then you can arrange a new connection technician appointment (ATT) with our customer service. You can reach our English-speaking customer service on the number 089 66 66 30 08 1, Mon. - Fri. 8 am - 8 pm, Sat. 10 am - 6 pm. Unfortunately, we cannot make these appointments here via the community.

If you have any further questions, we will be happy to help you.

Best regards

Giulia

Du willst keine spannenden Neuigkeiten verpassen? Dann abonniere gleich unsere o2 News: https://hilfe.o2online.de/o2-news-3
G
Rang

Hello @G96,

I am sorry that your DSL connection still could not be activated after such a long time.

I just took a look at your issue. The technician from Telekom, who was on site on March 1st, 2023, found that repair work was still required on the telephone line inside your house. Have these already been carried out? Then you can arrange a new connection technician appointment (ATT) with our customer service. You can reach our English-speaking customer service on the number 089 66 66 30 08 1, Mon. - Fri. 8 am - 8 pm, Sat. 10 am - 6 pm. Unfortunately, we cannot make these appointments here via the community.

If you have any further questions, we will be happy to help you.

Best regards

Giulia

Hello and thank you for your answer.

 

After this I made an appointment with an other technician one that O2 recommended to me and that I had to pay so he can fix my line. But the moment he came in my apartment and checked my router told me that the line is not broken and that the machines he has to check this show that there is not a problem with the line. I'm really confused of course because two people have told me two different things in one week.

I tried to call the English support line three times but eventually we didn't manage to book an appointment for different reasons. Then I talked with the technical team with the German I know but they told me (if I understood correctly) that they can't give me an appointment for the next two weeks. And they didn't give me an appointment at all. 

I will try again tomorrow because I really need the internet and my 200gb will be cancelled soon.

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@G96 Did the technician test the TAE connector box in your apartment with his test equipment and say it is OK?!? 😮

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
G
Rang

@G96 Did the technician test the TAE connector box in your apartment with his test equipment and say it is OK?!? 😮

Yes. And that's what confuses me the most. The first technician who came on November to install my router changed something in TAE because it wasn't working properly. But after that it looks like it's fine. I am super confused. I feel like they are playing jokes on me 🫠

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@G96 What say your landlord, what the cable from the TAE box to APL in the house is not ok? For the cable in the house is your landlord the right person. Have you good contact to him?

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
G
Rang

@G96 What say your landlord, what the cable from the TAE box to APL in the house is not ok? For the cable in the house is your landlord the right person. Have you good contact to him?

Unfortunately my landlord lives abroad so whatever must be done I have to take care of it by myself. I tried to talk to my Hausmeister but he told me I have to talk to the company that is in charge of our building. I will try to contact them and explain to them my problem. Maybe they should do something if they can.

o2_Giulia

Hello @G96,

I will leave a message for the customer support so they will understand the situation easier. Please let me know when you have spoken to them if everything worked well.

Just in case that your mobile data is running out, we can update the 200 GB package as well. At the moment there should be enough left, about 190 GB until April 10th. if it gets tight, just let us know.

Best regards

Giulia

Du willst keine spannenden Neuigkeiten verpassen? Dann abonniere gleich unsere o2 News: https://hilfe.o2online.de/o2-news-3
G
Rang

Hello @G96,

I will leave a message for the customer support so they will understand the situation easier. Please let me know when you have spoken to them if everything worked well.

Just in case that your mobile data is running out, we can update the 200 GB package as well. At the moment there should be enough left, about 190 GB until April 10th. if it gets tight, just let us know.

Best regards

Giulia

Hello again.

 

I haven't called the customer support yet because I am in touch with the company that is in charge of the blocks of apartment I live. I explained the situation to them and now I am waiting for their response so I will know if they can also take a look on the issue. Maybe they find what is wrong and if they fix it then things will be easier for you too. If they say they can't find the problem too then I will sure call and ask for an ATT appointment as the previous technician suggested.

The problem is I received an email from O2 asking to return my router which I don't understand at all. I'm still trying to fix the issue that has occured and I haven't asked for a cancellation for my contract. Could you please explain to me why I received this email?

 

Thank you for your help 

o2_Giulia

Hello @G96,

oh, that's not so nice. Apparently our activation team canceled your order because a new ATT appointment could not be made with you in time 😕 This is of course annoying, and means that you would have to order the DSL connection again.
In this case, the router must also be sent back and ordered again. Please use our returns portal to return your router. Here you can also print out a return sticker or download a mobile parcel label as a QR code. The return is made with DHL and is free of charge.

The new order can be placed either in the shop where you originally ordered, or online or by telephone. Since the problem with the line seems to have been resolved in the meantime, it should probably take two to three weeks.

I am sorry to have to bring you these not-so-good news.

Please let me know if you have any questions.

Best regards

Giulia

Du willst keine spannenden Neuigkeiten verpassen? Dann abonniere gleich unsere o2 News: https://hilfe.o2online.de/o2-news-3
G
Rang

Hello @G96,

oh, that's not so nice. Apparently our activation team canceled your order because a new ATT appointment could not be made with you in time 😕 This is of course annoying, and means that you would have to order the DSL connection again.
In this case, the router must also be sent back and ordered again. Please use our returns portal to return your router. Here you can also print out a return sticker or download a mobile parcel label as a QR code. The return is made with DHL and is free of charge.

The new order can be placed either in the shop where you originally ordered, or online or by telephone. Since the problem with the line seems to have been resolved in the meantime, it should probably take two to three weeks.

I am sorry to have to bring you these not-so-good news.

Please let me know if you have any questions.

Best regards

Giulia

Hello again.

So that I can understand that means that my contract was cancelled and I should make a new one?

Thank you

o2_Giulia

Hello @G96,

yes, unfortunately that is the situation at the moment, I am very sorry.

Please let me know if you have any questions or need additional support.

Best regards

Giulia

Du willst keine spannenden Neuigkeiten verpassen? Dann abonniere gleich unsere o2 News: https://hilfe.o2online.de/o2-news-3

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