I have very bad internet service for last 3 months. In a day several times, internet disconnects. It reconnects automatically after few mins. We have changed the modem. Two times technician came to my house, checked everything and said everything is fine. But having the same problem again every day. Please let me know how to resolve this.
Edit o2_Bianca: Moved from Router, Software,Internet&Telefonie to English o2 Community Broadband&Landline
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
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
I did the same from May. I called the customer service many times and also through chat. But nothing is changed.
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
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
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
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
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,
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?
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
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
+5
O2 home box 6741
+5
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