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I have had such an insane experience in the recent past! My internet is so sporadic that I can barely work or even take part in any meeting!
My internet will be steady and constant and all over sudden, just disapears and or is so slow that I can NOT load google homepage! I have had to restart my router on average 4 times a day!
When I call the hotline, I just get tossed from one person or department to the other.
How loud do I need to scream to get a solution?

Hi @Mwafrika ,

 

have you managed to get in touch with DSL-Department via phone?

That’s the best way to create a troubleshoot ticket for the technicians.

You can also use our “o2 my Service”-App to collect infomation on the issue before call:

https://www.o2online.de/service/my-service-app/

 

Best regards,

Kurt

I have done all that! It is so unfortunate and devastating that even the hotline basically has offered me NO real help thus far!

Hi @Mwafrika ,

 

I’m sorry to hear that! The hotline is a more direct medium which helps when it comes to troubleshoot ticket. Our response time is too long for that, I’m afraid.

DId you already have an appointment with a technician and if so: did you report the current status back to the DSL-Department?

Best regards,
Kurt

 

I have had two Technicians visiting this week. In the last 3 Months, I have had 7 technicians come over to me. They have replaced everything thinkable. It got to a point some are replacing what theiur colleagues replaced in the previous visit. Basically, the Kable internet is No solution at all.
Do we have an email address I can directly write to the department responsible for contracts? I can assure you, I am not taking this kind of service in to 2022. 
I understand your concerns about the response time, however I am afraid the Hotline guys tend to say things that are never followed through at all. Perhaps because there is NO evidence of the conversations or agreements from my side (unless I start recording our conversations).

Hello @Mwafrika ,

there is no Emailaddress that you can use to reach us, you can send a normal letter. In that case the correct address is as follows:

 

Telefonica Germany GmbH&Co. OHG

Kundenbetreuung

90345 Nürnberg

 

Schöne Grüße, Sven

Hi @o2_Sven ,

Thanks for the information. I figured that out almost three weeks ago & got the issue resolved. However, it is rather sarcastic for an internet provider not to have a customer email address!

 

Cheers

Hello @Mwafrika ,

we are happy to hear that you have managed to resolve your internet issues.

 

Kind regards, Sven

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