Moin Moin,

what kind of router are U using?

Are U using WLAN only or cable connection too?

Are there more than one phone socket?

I am using cable. We have only one phone socket

Hi @varatharaja 

Welcome to our o2 Community. 

Please contact our customer service hotline and speak to our colleagues from DSL Support.

For this kind of error we have to create a trouble ticket to check your landline and to take further needed steps.

Our English-speaking postpaid and landline support is available via 089 66 66 30 08 1

from Mon. - Fri. 8 am - 8 pm, Sat. 10 am - 6 pm

Best regards Matze 

Hello Matze,

I did the same from May. I called the customer service many times and also through chat. But nothing is changed.I would like to escalate this to next level

@varatharaja Im sorry to hear that, 

But nevertheless at this point you have to call the hotline via mobile phone to create a trouble ticket to check landline.

If that ticket shows no solution in an appropriate time frame we can escalate this to next level.

Best regards Matze 

Ticket number is XXXXXX and this was created long back

edit o2_Matze 13.10. 13:17 personal Info remove due to netiquette violation

@varatharaja That is an old ticket which no longer relevant, we need a new one with current data to check everything

So again, as i said before, please contact our colleagues from customer support hotline via mobile phone.

They will take care of everything. 

Best Regards Matze 

I will do it soon

New ticket number :XXXXXXXXX. 

edit o2_Matze 15.10. 11:00 personal Info remove due to netiquette violation

@varatharaja Please do not post any information like Ticket IDs or other personal information.

Did you talk to an englisch speakung colleague when reaching out to our customer service?

Best Regards.

Matze   

Yes.I spoke to english speaking colleague and transfered the call to technical department.Unfortunately techinal department colleague can speak only German

@varatharaja Is it possible for you to call the hotline with a german speaking friend?

I am afraid there at least one more conversation needed before we can start troubleshooting your connection.

Best Regards Matze

Most of them are working from home.No one speaks fluent german at my home.

Hi @varatharaja 

Could please install the o2 my Service App on your smartphone to troubleshoot your DSL Connection?

After installation you can switch to english via app settings and check your DSL, in some cases you can create a

complete trouble ticket by yourself which will be sent via app to our tec department. 

Best Regards 

Matze   

This is not going to work, and I have already created the ticket by speaking to English speaking consultant. I have posted the same number in my previous chat and created ticket two days before no one contacted me until now, 

@varatharaja 

I am deeply sorry, as i said before on the 16th

I am afraid there at least one more conversation needed before we can start troubleshooting your connection.

so i have to ask you kindly to call the englishspeaking customer service hotline tomorrow via mobile phone.

Best Regards Matze   

Spoke O2 technical team. They said that they can also see internet was disconnected 8 times, yesterday morning also it happened and they will assign the technician. But now I got a message that no problem with internet connection, check your device and ticket is closed.

What should I do now?

@varatharaja 

What should I do now?

The second ticket is still open and your landine will be monitored the next 24 hours. I am at a loss, for me it makes no sense to blame the router, cause the hardware was changed before as you told us in your opening message.

Maybe its a cable break or loose contact which causes these disconnetcs, so my hope is that the colleagues will send a technician to your home again to take a closer look at the connection and check for errors.

Best regards Matze 

I have received the below message now

Wir haben Ihre Störungsmeldung erhalten und ein Ticket erstellt. Ihr Ticket wurde zur technischen Überprüfung übergeben.Ihr Ticket wurde geschlossen

Hi @varatharaja 

Your DSL is currently ok for more than 48 hours,

no current disconnects or terminations visible and lot of data transfer, that is the reason why our tec guys closed the ticket.

Best regards Matze  

Just now internet is disconnected at 11.34 am to 11.37 am 23.10.22.Still my problem is not resolved

Again internet is disconnected 13.11 to 13.15

@varatharaja Which router are you using exactly?  Own device or o2 rental device?

O2 home box 6741

@varatharaja Unfortunately an o2 Homebox where the end customer cannot see anything about the line values ​​in the router menu.
 Questions:

• Are there several TAE cans in the apartment?
• Powerline adapters are hopefully not used in the home either?

I'm afraid you have to give up a disturbance again.