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technician did not show up

Hello

Technician did not show up.

I need my internet!

I did try to get it to work but it seems that dsl line is not yet activated.

Otherwise, the router is properly set up.

How can I make a request for acitvating the dsl?

I tried to call, but the o2 line gives an automatic German voice mail.

Will I receive information on the missed appointment by the technician?

I do not want to cancel, but if this continues I will.

 

 

 

 

18 Antworten

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Bobi77 what kind of router you use? Is the Power/DSL Led flashing or on?

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
B
Rang

I use the rented fritz 7590. The router is properly set, wifi network show nad I can connect to it, but there is no internet because the dsl line is not operational. The router wlan led blinks, then stops blinking, i teated the connection via fritzbox software, all ok except internet is not activated.

So my only question is how to get the technician or ask o2 when will they send someone? The guy did not appear on 13.2. as was arranged

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Bobi77 I think you mean Power Led Flash. You must give o2 a call. Did you have a German speaking friend who can assist you? 
And please don’t say that you live in Berlin or Hamburg. The town’s are „famous“ that the Telekom technican (o2 order them only) don’t come to the customer.

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
B
Rang

Thank you for your advice.

I live in a small town by the Dutch border.

Tomorow i will take the bus to visit the nearest o2 center and hopefully communicate with a human employee of o2.

I received no info on what happened with the technician.

I sent o2 a whatsapp, no respomse (after the bot said I will be contacted by a human).

They have no email.

I tried calling them 3 or 4 times, managed to spell my number, but apparently I am not doing something right as I did not get through.

I even tried to buy the unlimited o2 sim card to set a 4g Internet, but for some reason I am not recognized as a costumer (only when I need to get the discount, otherwise I am).

I do not know whether you are all used to this treatment, but it is quite amusing for me (falwty towers level service).

I learned to appreciate the value of competition (law), as it appears the dominant players in this market are acting as if they exist for themselves.

Thanks!

 

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Bobi77 i think they can’t help you at the Shop with the DSL problem. Please call again tomorrow the hotline and say if the computer voice ask you for the number „I don’t know“ This you must do up to 5 or 6 times. After this you get an o2 operator. Good luck. Please inform the community about the result. An english speaking o2 moderator will visit this thread in some days.


And one last word. I am not very happy that o2 Germany don’t give official english speaking phone support with extra hotline number for international customer. 🤨

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
B
Rang

Thank you.

I do not need English speaking service if the service works.

I arranged electricity, anmeldung etc and other services without problem. If only they send a message what happened. Also, if there was an email there would not be a communication problem.

Thank you for the advice, I will save myself a bus fare and try again on the telephone or ask a German friend.

I am writing a thesis so I cannot afford to be without internet for weeks or months.

I will let you know the result.

Thank you

o2_Manga

Hi @Bobi77,

 

and thanks to @Joe Doe for assistance. I checked this matter for you . The technician showed up but there was no need to visit your appartment. He managed the activation outside the flat. But after he did the job he hasn’ t send  a confirmation so far so we are unable to activate the contract completely. The procedure usually takes up to 48 h so by tomorrow it should work. As far as I can see you don’t have any other contract with us otherwise I could have arranged some data volume to bridge the time. So maybe you buy a pack for your mobile and give us feedback about it. We will refund the costs in your first invoice.


Greetings

Konnte dein Anliegen gelöst werden? Dann freut sich der Helfer, wenn du seine Antwort als Lösung markierst.
B
Rang

Thanks for the answer.

My internet is still not working.

Thus morning I finally received email from o2 saying that my dsl is now activated.

However, I am unable to connect.

My devices connect to the router, but the router does not have connection to the internet (same as before).

The power/dsl led blinks. After a while, info shines red.

I tried to establish connection via o2 hilfe app and by going to fritz setup wizard. Both state that router has no connection to internet. I connected the router correctly.

Should I wait a day more? Is there something I can do? I think I set everything right.

I would appreciate your help!

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Bobi77   unfortunately you must make tomorrow a technical ticket. 😒 Use the o2 dsl App for help.

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
o2_Manga

Hi @Bobi77,

 

did you succeed getting in touch with our technical department? Unfortunately we are unable to assist you right here to open a ticket for you .


Greetings

Konnte dein Anliegen gelöst werden? Dann freut sich der Helfer, wenn du seine Antwort als Lösung markierst.
B
Rang

Not yet, unfortunately. I tried to download o2 app, but says it is not supported in my country, both when I use my dutch sim and the o2 german sim. I suppose there are other ways to contact support, but I do not have much time right now do deal with it.

I bought 2 year o2 unlimited sim. It works great, speed excellent, so at least I have internet that way.

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Bobi77 did you use iOS or Android?

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
B
Rang

Android

o2_Manga

Okay, @Bobi77 did you reset the router completely and checked all the cables? Do you have more than one TAE in your appartment?

 

 

Konnte dein Anliegen gelöst werden? Dann freut sich der Helfer, wenn du seine Antwort als Lösung markierst.
B
Rang

By reset, you mean turn off, wait 10 seconds, plug in? Yes, did that more than 10 times. I tried to set the connection via browser (192...) via o2 hilfe app, followed the steps, multiple times. I have only one TAE socket. It is possible that I did something wrong, but very unlikely, imo. Maybe it is the socket, maybe something else. 

Do you have an advice? Besides check the cable etc. Is there an email I can to o2 to ask for a technician?

o2_Manga

@Bobi77,

 

I send a note to our technicians. They will get in touch with you. I told them to find an english speaking colleagues.


Greetings

Konnte dein Anliegen gelöst werden? Dann freut sich der Helfer, wenn du seine Antwort als Lösung markierst.
B
Rang

Hey

The technician was just here.

The problem was with the connection in the basement. The telekom techician, when and if he was here, did not connect my apartment properly.

 

Thank you for your help. The techician was also very  polite.

I am getting max download and upload for now.

 

Thanks and bye

o2_Manga

Fine @Bobi77 , glad to hear the problem is solved now.


Greetz

Konnte dein Anliegen gelöst werden? Dann freut sich der Helfer, wenn du seine Antwort als Lösung markierst.

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