Hello

I need your help with a problem. I bought a phone and a SIM card in the last few days from Check-24 via Sparhandy. According my aggrement my internet speed must be 500 Mbit, it is set to 300 Mbit in my O2 contract. I am asking to correct this mistake and increase my speed to 500 Mbit as per my contract.

I can send you my aggrement with Check 24 and Sparhandy

Nummer: XXXXXXXXXXXXX

Thank you for your support

Edit o2_Bianca: Comment moved from another post to this one as it is about the same issue. Please post your request in one post only. Otherwise there will be misunderstandings when editing. Comment moved from another post to this one as it is about the same issue. Please post your request in one post only. Otherwise there will be misunderstandings when editing.

Hello @Yusuf Arca ,

welcome to the o2 Community .

Your o2 Mobile XL comes with a maximum surf speed of 500 Mbit/s and your contract is no different here, as such I’m not really sure what exactly is the issue here.

Kind regards, Sven

Hello Sven

Thank you for answering

I have checked my account on O2 website and it shows that my speed is 300 mbit. You can see the screenshot at below

It wrote same in your tariff as well. You can see the screenshot at below

When i controlled the internet speed in city centre of Stuttgart(Schlossplatz) and didnt see 500 mbit speed. 300 is max.

So dont think that my speed is 500 mbit.

Could you please recheck again?

Thank you for your support

Best regards

@o2_Sven auf der Website zum Tarif

https://www.o2online.de/e-shop/tarif/o2-mobile-xl werden die max. 500 Mbit/s angegeben

In der verlinkten PL stehen jedoch "nur" max. 300 Mbit/s.

Das dort beim Tarif verlinkte PIB gibt ebenfalls die max. 500 Mbit/s an.

Eine Bitte dennoch:

Würde o2 bitte das PIB des "Mobile XL" noch in der PIB-Übersicht darstellen?

Dort fehlt es nämlich…

Dear @Yusuf Arca ,

I have checked your data record once. Your tariff is registered with us with up to 500 MBit/s.
So everything is correct. Whether you can actually use this service depends on the local conditions. It depends, for example, on how far away you are from the base station, whether many other people have logged into the network, whether there are sources of interference such as construction cranes or the like.

Kind regards,

Andrea

Guten Morgen Andrea

Thank you for answering but you declared verbally that my speed is 500 mbit but i cant see this information in my account at O2 website and O2 application. I checked my speed level in the heart of Stuttgart(Schlossplatz) and speed was max 300 mbit. Where is the your base station then i would like to control in there as well.

Sorry but i dont think that my speed is 500 mbit because there is no any proof that i have this speed

Screenshot from O2 application

Here you can see the answer of sparhandy. They request me to contact with O2

Dear @Yusuf Arca ,

please try the following steps:

For iOS: Please quit the app once completely in the task menu and then re-download the app from the app store.
For android: Please clear the cache and app data once in the settings of your smartphone, uninstall our app, restart the smartphone once completely and then reinstall the app from the Playstore. This will delete any outdated data that may be stored in the phone.
What do you see now?

Kind regards,

Andrea

Hello Andrea

Sorry for late reply.

I have removed the application from my phone# restarted then re downloaded again but there is any change

As you see at below. 

Dear @Yusuf Arca ,

I have created a ticket for you for now. If it does not work, I will continue to search for a contact person on this topic.

Kind regards,

Andrea

Dear @Yusuf Arca ,

we have passed it on again in another place.

Kind regards,

Andrea