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After the move, O2 mobile Internet stopped working.

I use the tariff "O2 online unlimited maximum". 

Since October 26, I have not had a 3/4/5G connection. According to the tariff, I should get a stable download speed of 200+ mbps and an upload speed of 60 mbps in the 5G network.

60 mbps download, 30 mbps upload in 4G (LTE) network

But I get an actual speed of 1.5 Mbps which does not always appear. To get a stable connection that I need for my studies (downloading files), I need to go outside the village.

A week after contacting the official O2 store

I filed a complaint (I did not receive a letter with the results) and was advised to record the speed of the Internet connection on video for 5 days. After that, they replaced my SIM card and told me that if nothing changed, I had to come back and write an application for termination of the contract, clearly stating that due to the move, your company could not provide me with services (02.11.2024).

A few days later, I received a rejection letter stating that they had not found any problems in my region. Why didn't any of the specialists come to my house and measure the actual speed?

And because of this, they refused to terminate the contract.

Ps:If necessary, I can attach screenshots and videos with speed test

 

 

EDIT: Verschoben von Mobilfunkdienste in Englisch mobile;  o2_Maria;  16.11.24

Bitte auf Deutsch oder Englisch.

Please in German or English.

 

Sorry, my bad. I updated this message 

 

EDIT: Vollzitat gelöscht.    o2_Maria;  16.11.24

 

Hello ​@Well120,

Welcome to our o2 Community.😊

It's not great that you've had problems with reception since the move. Can you name a side street from your location (not your real address for data protection reasons). Then we can also take a look at the network coverage there.

Kind regards, Lea

Hello ​@Well120,

Welcome to our o2 Community.😊

It's not great that you've had problems with reception since the move. Can you name a side street from your location (not your real address for data protection reasons). Then we can also take a look at the network coverage there.

Kind regards, Lea

Side street: Rurtalstraße, 52525 Heinsberg

After reviewing your program Live check It shows that there is internet coverage on my real street. But in practice, there is almost no Internet connection.

Please don't quote the full text you are replying to!

If no network faults are showing then it could be that the network capacity is insufficient for current demand. You can also try deactivating 5G as there appears to be limited 5G coverage on buildings at the location you posted.

You can also try deactivating 5G as there appears to be limited 5G coverage on buildings at the location you posted.

Deactivating 5G doesn't help. I only get 2G in my home

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