We have a ‘O2 my Home M’ contract for our appartment in Berlin.
For the last couple of weeks (read: 2 months), the internet speed is extremely low:
- Average between 2 and 4 mbps (see screenshot)
- This is when only 1 device is connected via cable to the router
- As soon as a second device is used (let’s say my partner uses his mobile phone to browse Instagram) nothing is being loaded
- Average according to the O2 website should be ‘Normale Download-/Upload-Geschwindigkeit 38/9 MBit/s’
So with 1 device connected with cable to router, we get less then 10% of the average speed (3.5 mbps out of an average of 39 mbps if you want to do the math).
Due to this, one of us always has to go to the office as it is impossible to both work from home.
Called customer service 2 weeks ago, was told that apparently the Home M package was not activated yet and that it would be fixed by the 15th of August: not only would this imply that we were paying for a service we did not get (charging a customer for a service that they don’t have is illegal btw) but it also seems unlikely that this is/was the rootcause, as the internet speed used to be just fine up until 2 months ago.
Really dissapointed in 02: getting less then 10% of the average speed, followed all advice given (router reset and what not) and empty promises that it will be fixed in X weeks, a story which is now being repeated for the last 2 months!
Would really appreciate it if someone could provide assistance via this forum, as calling customer service itself does not seem to do anything.
Hannah
