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I
Rang

Hello, is it possible from o2 to get a technician to fix the internet issue?

on 28th of February we had an activation of the new Glasfaser internet and from that moment I don’t have anymore internet at home. I called several times and no one could help me remotely and they simply don’t want to sent a technician to see where is the problem. Our problem is it the Glasfaser box on the wall and the cable doesn’t fit properly inside, it doesn’t do the “click” as it should. And it is a correct cable. I’m desperate because I’m working home office and I really need internet. Is there any possibility somehow to get anyone from technicians to come to my home to see where is the issue?

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Lösung von o2_Giulia 12 March 2024, 15:53

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D
Rang
Benutzerebene 6

Here at the forum you need to wait for a moderator this could take 1 week I would try live Chat. May you will get mobile data for free 

o2_Sven

Hello @IvanaB ,

welcome to the o2 Community 💙.

I assume we are talking about the connection from a fiber router directly to the fiber socket here or is this about a connection to an ONT? If possible you could provide us here with a screenshot of what and where the issue is. If you have a mobile contract with us and you haven’t received free extra datavolume yet, then please let us know, so that we can add it to your contract.

 

Kind regards, Sven

Der Wochenrückblick - https://g.o2.de/wcr
I
Rang


thank you for your answer, I appreciate it! As you can see from the photos, everything is attached as it should be( we even tried with the yellow cable) but here on the photo where I marked in red, the Glasfaser box on the wall, this one doesn’t fit properly. So the cable doesn’t click inside, it looks like something is wrong setup over there when installing the box. That’s why when we call the support they cannot see modem activity because the main issue comes from the main Glasfaser box. I hope I explained it well. 
And now it’s starting to be urgent to fix this issue because I spent all my mobile internet on hotspot so I can work from home.

Yes, I do have a contract with o2 with my mobile phone as well, and I didn’t receive any extra free data Volumen in this period of time.

Thank you in advance for your help!

I
Rang

Forgot to attach this one. Here you can see which cable doesn’t fit in the box.

o2_Giulia

Hello @IvanaB,

Please excuse the late response, unfortunately we cannot always answer all inquiries immediately. I took a look at your case and I'm sorry that there seems to have been a problem here.

An appointment with the technician has been arranged with you for tomorrow. I'm keeping my fingers crossed that he will find the error quickly and repair the connection so that you can finally use the fiber connection. Please let us know afterwards if everything went well.

The router in your screenshot is a Homebox? Did you receive the black ONT from us or buy it yourself?

Best regards

Giulia

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