@Csfncsf Normal for a cable connection no technician is needed. Only if a filter was installed in the house cable installation. Did you have a rented o2 cable router? (Fritzbox 6660 or 6690)

Hi Joe Doe,

Thank you for your help.

Yes, I rented a Fritzbox 6690 but I never received it as over the phone I was informed that the technician will bring it at the installation.

The building I will move in has a Telekom infrastructure, not sure if this affects the installation.

@Csfncsf It's the first time I've heard that a technician from the cable provider (O2 only rents the access) brings it with him for o2 clients.  o2 cable routers are sent to the customer unless the connection cannot be switched at the address.  Do you have a cable TV socket with three connections in your apartment?

@Joe Doe for me it is also strange as in My account it is written it will be delivered to my address. I have the TV socket and everything that is needed for the connection.

My landlord told me that they will just have to come and do the connection. Do you think it will help if I will go in an o2 store and have a conversation with one of the employees?

@Csfncsf Please call today the English speaking hotline (Sa 10am to 6pm)

Ask please why you don’t get the rented Fritzbox 6690. And ask why they want to send a technician for the cable installation. Write the information than here.

-> 089666630081 (English speaking o2 hotline)

@Joe Doe Thanks a lot for sharing this number with me and all the help. I will keep you posted after I will have a discussion with customer support.

Hi @Joe Doe 

Had a call with the customer support in English. They transferred me to someone from the German customer support and I managed to have a new appointment on the same day with the activation day as on the English speaking line they are not authorized / able to do it.

Regarding the router, there are 3 scenarios:

1. Delivered with DHL before installation.
2. Brought by the technician at the same time with the installation.
3. Delivered by DHL after the installation is done. 

I hope I will be visited by the technician this time and everything will be fine.

Thanks a lot for all your responses, it means a lot to receive some help from a person that has some knowledge.

@Csfncsf Point 1 + 3 I understand.
For point 1: if a customer order an o2 rented cable router at the order of line, he get the router before activation of the line.
For point 3: if a customer order only the line at o2 and some days want a router he get the o2 rented cable router after activation of the line.

For point 2: This process is complete new for me. 
 

Hope now you get quickly online.
Next week an o2 moderator will surety visit this thread. Because these people are o2 employee, they can look in your customer account, order status hardware and technical tickets. 

@Joe Doe for me everything is completely new as until now I lived in a temporary residence that already had internet connection, so I never had to go through the whole process.

Hopefully everything will be fine and I will be able to have internet connection when I will move in.

Thanks a lot for everything, you are the MVP. Couldn’t made it without you.

Hello @Csfncsf,

welcome to our o2 Community

For cable connections, we normally have two dates to be observed: first (if required) the installation date which is usally carried out by a technician from the local network provider (i.e. Vodafone) and second the activation date.

The installation is not always necessary but in your case it is. So the technician has to come to your house and install the connection. He usually also needs to have access to the basement and the cable main distributor.

The activation itself is carried out without a technician and in your case scheduled for March 20th. This is already mentioned in the order confirmation of February 24th that we sent by letter. The router will be sent with DHL to your adress about a week before.

For the installation it is also possible that Vodafone conctacts you directly to offer you an earlier date.

Please let us know if you have any further questions during the activation process.

Thank you @Joe Doe for your quick and helpful replies

Best regards

Giulia

@Csfncsf Because 20th March is a long time. If you have an original o2 mobile contract, the hotline or here an o2 moderator can book a free 200GB Internet package on the phone.

If you not have an o2 mobile contract, so order an o2 test card for free. 
This card will automatically cancel after 30 days. You have free voice to mobile/landline and unlimited data over 4G/5G. Only EU roaming, mobile Abos or paid service numbers you must paid.

https://www.o2online.de/e-shop/tarif/netz/o2-testkarte

Hello @o2_Giulia 

Thank you very much for the warm welcome and the details provided.

For now, I am happy that the only thing I have to do is to wait. Looking forward for the internet activation and surfing carefree.

As @Joe Doe mentioned, would it be possible to receive the 200 GB internet package on my phone during the waiting period? I confirm that I have a contract with o2 which is active.

@Joe Doe thanks a lot for the tip.

Kind regards,

Csfncsf

Hello @Csfncsf,

I have ordered the additional 200 GB for your mobile contract. They come free of charges and will be deactivated automatically in one month.

Best regards

Giulia

Dear @o2_Giulia 

Thanks a lot for your swift response.

I confirm that the offer is now active.

Have an amazing Saturday.

Best regards,

Csfncsf

Hello @Csfncsf ,

great, thanks for your quick feedback.
Feel free to check back here anytime if you have questions. 

Best regards,
Maria

Hi @o2_Maria 

I have a question that is not related to the internet connection as this is quite clear to me.

While submitting the service request, I also added a WOW Live-Sport subscription. By any chance, do you have any guidance regarding how this will be installed?

Thank you in advance and have a great week!

Best regards,

Catalin Irimia

Hello @Csfncsf,

if you ordered the WOW package together with your internet connection, then you’ll get an email for the registration after the contract has been activated. You will first need to register the my Home contract to the “mein o2” and after that you can follow the instructions within the email concering your WOW package.

Kind regards, Sven

Hello,

Quick update after technician’s visit.

Unfortunately, the rear section of the building I am living in cannot be connected to cable. I had to return the cable and request a cancellation of the contract via o2 hotline.

Once everything will be confirmed regarding the cancellation, I will have to request a new contract for DSL.

Thanks a lot for your support.

Best regards,

Csfncsf

Hello @Csfncsf ,

I’m sorry to hear that. When it comes to bigger buildings with front and back halves, this can happen as unfortunate as it is. I hope things will go smoother with your DSL connection and if you should have any further questions concerning that, then please do ask here again.

Kind regards, Sven

Dear @o2_Sven 

We are not able to control things like this so it is totally fine with me :D

By any chance, could you please have a look if my request for a new DSL contract is in the system? When I applied for the cable, I was able to see the new contract in my o2 homepage but with the DSL one is not showing up.

I applied for it, 4 days ago when I also wrote the before post if it helps.

Thanks a lot and have a great day!

Best regards,

Csfncsf

Hello @Csfncsf ,

a DSL order is visible within the system and is in progress. Maybe you can see it by now as well and it just took a little bit for it to run through enough of the system for it to appear within your mein o2.

Kind regards, Sven