Hello,

I registered for the new contract, It was after 5 days from the Activation day that could only I access to the internet because of the faulty in O2 DSL connection.

Summary of my case:

23.10.2019. I registered for O2 Internet package via Check24, with the additional option of renting a router.

29.10.2019. I received contract documents from o2 via email, stating that the appointment for connection is on 14.11.2019, with the help of a Technician. I need to be at home that day, or else there would be a penalty of 49.99 euro. The router would be sent some days prior to the appointment 14.11.2019.

14.11.2019. There had been no router sent, I waited for the Technician but no one came. Later on I received the email from o2 saying that the Connection had been activated, I could start to use. But the thing is: I had no router to use, I need the router that was why I choose to rent it.

• I came to O2 service store in Friedrichplatz, Kassel to ask for the information about the router. Here is what I have been told: (1)  I registered online, they could not help those who registered online at the store; (2) I need to buy a new router to use because o2 only provide internet service.

• After that, I went to another store in Königsplatz, Kassel. Here the lady was so helpful, she said o2 will send the router to my house via post and I need to wait a few day for it to arrive. It is so ridiculous for me that I pay from this day but I have to wait a few days more to use.

15.11.2019

The router arrived, but when I installed, it just didn’t work because of no DSL signal.

I came to the store in Königsplatz, Kassel to describe my problem, the staff there thought I must have mistake when installing, therefore they helped to print out the materials and password for my instruction.

16.11.2019.

I still could not connect to internet because of DSL. I came to the store in Königsplatz, Kassel again, the staff helped me to call hotline. The hotline service received the information and said that they would update me via SMS with in 48hours.

I came home and received the SMS, but I could not track my problem because the link did not show any result when I type in my PLZ.

17.11.2019

I received an SMS stating that my ticket has been closed. After the SMS, I still could not connect to internet because of DSL (same problem from the beginning).

18.11.2019

I came to the store in Königsplatz, Kassel to describe my problem with DSL and the ticket request. The staff tried to help me calling Hotline, but the Hotline rejected and say that I need to call myself, noone would be able to help.

The staff in store give me a instruction so I could came back home and call. Thanks to his help, I called successfully and again, another ticket was created to track my problem.

I schedule a appointment for the Technician to come the next day via the ticket link (it worked with my PLZ then).

19.11.2019.

The technician came and found out the problem is wrong wiring DSL (it’s the technical fault, not my fault). He fixed it easily and then I could connect shortly after that.

After all, I hereby request o2 for 2 things:

• Change the billing period of my contract to 19.11.2019 instead of 14.11.2019. It was all your fault that I could not use from 14.11.2019.

• Compensate for my effort or waiting technician on appointment date, wrong information from your side (the router came after the activation, contradict to what mentioned in the contract), wrong information at store, and my lost in this whole waiting period. 

Thanks very much and I looking forward to hearing from you soon.