Hi there.I have ordered a DSL connection on April 7th and have received this number: Auftragsnummer CINAXXXXXXXXXX. I would really like to get some help ASAP, as my activation date is coming quickly.First problem: My Auftragsstatus link doesn’t work and redirects to https://www.o2online.de/?error=token.valid.subscription.notfound Second problem: I’ve received an email asking me to provide info on where in my building the new connection should go. The email said I would get a call, but I never did. I’ve tried contacting service a few times, either in English or German, and no one has any clue what to do. I was redirected on the phone 6 times a few days ago, until I reached a guy who seemed to take care of it correctly. He said I would received a confirmation by email, but I still haven’t, and it’s been a few days already. The information that I needed to communicate was that my flat is VHs Links (Vorderhaus Links). Just that, but apparently no one knew what to do.So how am I suppose to know if everything is fine, that O2 has all the info it needs and that my connection will be activated as planned on May 9th? I can’t access the order status page, I can’t get ahold of anyone who knows anything, I haven’t been assigned a landline number to use the support yet, etc. I’m trying to throw money at you for the next few years, but even that seems complicated.Thank you for the help in advance! P.S. If that helps, the email I’ve received mentioned that my account number/Kundennummer was S-XXXXXXXX. Edit o2_Sven: Removed the order and account number

Trying to get a confirmation from customer service about my upcoming DSL activation

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Hi there.

I have ordered a DSL connection on April 7th and have received this number: Auftragsnummer CINAXXXXXXXXXX. I would really like to get some help ASAP, as my activation date is coming quickly.

First problem: My Auftragsstatus link doesn’t work and redirects to https://www.o2online.de/?error=token.valid.subscription.notfound
Second problem: I’ve received an email asking me to provide info on where in my building the new connection should go. The email said I would get a call, but I never did. I’ve tried contacting service a few times, either in English or German, and no one has any clue what to do. I was redirected on the phone 6 times a few days ago, until I reached a guy who seemed to take care of it correctly. He said I would received a confirmation by email, but I still haven’t, and it’s been a few days already. The information that I needed to communicate was that my flat is VHs Links (Vorderhaus Links). Just that, but apparently no one knew what to do.

So how am I suppose to know if everything is fine, that O2 has all the info it needs and that my connection will be activated as planned on May 9th? I can’t access the order status page, I can’t get ahold of anyone who knows anything, I haven’t been assigned a landline number to use the support yet, etc.

I’m trying to throw money at you for the next few years, but even that seems complicated.

Thank you for the help in advance!

P.S. If that helps, the email I’ve received mentioned that my account number/Kundennummer was S-XXXXXXXX.

Edit o2_Sven: Removed the order and account number

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I’ve just read about this Welcome letter here. I’ve never received it and have ordered over 20 days ago. What is going? Can someone here help me please?

DSL Welcome Letter- a short explanation | O₂ Community (o2online.de)

@o2_Lars Maybe you could help me out?

@o2_Sven Thanks for removing the numbers, but could you help me out with this? It’s becoming urgent. I just need to know if o2 has all the necessary information to proceed with my activation, and why I haven’t received a contract/welcome letter or anything since ordering over 20 days ago.

Hi.

Ich habe am 7. April einen DSL-Anschluss bestellt und diese Nummer erhalten: Bestellnummer CINAXXXXXXXX. Ich würde wirklich gerne so schnell wie möglich Hilfe bekommen, da mein Aktivierungsdatum bald kommt.

Erstes Problem: Mein Bestellstatus-Link funktioniert nicht und leitet auf https://www.o2online.de/?error=token.valid.subscription.notfound weiter, ich habe auch nie den Willkommensbrief/Vertrag erhalten. Es ist über 20 Tage her.
Zweites Problem: Ich habe eine E-Mail erhalten, in der ich gebeten werde, Informationen darüber bereitzustellen, wo in meinem Gebäude die neue Verbindung verlaufen soll. Die E-Mail sagte, ich würde einen Anruf bekommen, aber ich habe es nie getan. Ich habe ein paar Mal versucht, den Service zu kontaktieren, entweder auf Englisch oder Deutsch, und niemand weiß, was zu tun ist. Ich wurde vor ein paar Tagen 6 Mal am Telefon umgeleitet, bis ich einen Mann erreichte, der sich anscheinend richtig darum kümmerte. Er sagte, ich würde eine Bestätigung per E-Mail erhalten, aber ich habe immer noch keine, und es ist schon ein paar Tage her. Die Information, die ich mitteilen musste, war, dass meine Wohnung VHs Links (Vorderhaus Links) ist. Nur das, aber anscheinend wusste niemand, was zu tun ist.

Woher soll ich also wissen, ob alles in Ordnung ist, ob O2 alle Informationen hat, die es braucht, und ob mein Anschluss wie geplant am 9. Mai aktiviert wird? Ich kann nicht auf die Bestellstatusseite zugreifen, ich kann niemanden erreichen, der etwas weiß, mir wurde noch keine Festnetznummer zugewiesen, um den Support zu nutzen usw.

Ich versuche, Sie in den nächsten Jahren mit Geld zu überschütten, aber selbst das erscheint kompliziert.

Vielen Dank für die Hilfe im Voraus!

Edit: Bestellnummer entfernt - o2_Kurt

@gjolicoeur Please do not double post, it only delays the processing!

Please do not double post, it only delays the processing!

I thought the English side of things had a different crew and that this part of the forum could be more responsive. I’ve been calling service over and over and no one has been able to give me an answer so far. I need to know what’s happening asap.

Hi @gjolicoeur ,

I`ve merged your threads into one. Sorry for the litte mess ( @SethVanDoom ) My co-workers will take a look as soon as they can, with Monday being the earliest after the public holdiday tomorrow.

Since your account is not yet linked to a contract, we’ll need to exchange the details via personal message. For that, please take a look at your inbox:

Inbox

Best regards,
Kurt

Hello @gjolicoeur,

I have sent you another private message and I am sure we will solve the problem very soon.

For any questions, please contact me here or by pm.

Best regards

Giulia

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