This is now the 5th day with no Internet. O2 technical support have told us to restart our router. That is all! We have spoken to several people now (in German and English) and no-one can help us. Have spent hours and hours trying to sort out. 5 days without internet and then the next person can only suggest " please reset your router"!!



 



This is the slowest and the worst customer service I have ever received and it is completely unacceptable. 



 



Can I please have a response.

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Hi,



 



you have a appointment for a tecnician visit dated on the 11.12.2014 8:00 - 14:00.



 



Regards



Stefan

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Hi Stefan, thank you for replying.



 



It has now been over 2 weeks with no internet. We have had a second technician come to us this morning and he has confirmed that there is nothing wrong with the phone line and this is a problem with O2.



 



The red light on the router is "on" which means it needs the Zugang Pin. We have input this via computer and via telephone and it always says it is incorrect everytime but it is the correct number.



 



We have been asking for a new router since our first contact with O2 but they refuse to send us one, instead making us wait days for technicians to come. The Telekom technicians confirm that the everything is fine with the line and it is either the router or we need new Zugangs data.



 



I don't understand why O2 takes a different position on this and the only response we get is "there is nothing we can do" or "reset your router".



 



In the year 2014 it would be expected that something as simple as this would not take over 2 weeks to solve. I have been saying all along that it is a problem with the router but O2 refuses to listen.



 



I don't know what else we can do, Telkom says it is O2's problem, O2 says nothing but making us wait hours on the phone, days and weeks for anything to happen.



 



This needs to be escalated to someone that can actually help however every time we request this we are told it is not possible.



 



I kindly request immediate action as we must not wait anymore days for this to be fixed.



 



 

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A screenshot : https://



 



And then we enter the correct Zugangs-PIN : 



 



https://



 



And of course the box is still locked : 



 



https://



 



 

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Can you please send us a callback number in a PN to the user @o2_DSL .



 



Regards



Stefan

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Thanks Stefan,



 



To update you : 



 



As the technician advised it is either a problem with the router or with the Zugangs data. Yesterday we borrowed a different O2 router to check but we have the same problem.



 



So it appears to be a problem with the Zugangs data at O2's end.



 



Will send you a PM now.



 



 

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Habe genau das gleiche Problem.



Bitte um Lösung oder mal eine vernüftige Antwort.



Danke ,  Gruß David

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I have an exactly same problem.

How can I do?

and I can't speak German.

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