After the move, O2 mobile Internet stopped working
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
Seite 1 / 2
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
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.
Edit: o2_Maren 24.11.2024 / removed full quote
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
A few days ago I went again to write a complaint. Yesterday at 11 a.m. I received the following message with the test results. I don't know how they checked, because I wasn't at home at that time
Hallo,
auch nach intensiver Prüfung (Nr. S28609118) konnten wir keine technische Beeinträchtigung unseres Netzes feststellen.
Ggf. gibt es andere Gründe für die von Ihnen festgestellten Einschränkungen.
Freundliche Grüße, Ihr 02 Team
Hello @Well120,
I also looked at the situation at your address again, and there are indeed no network disruptions reported there. There is very good LTE/4G coverage, only 5G can be limited inside buildings.
Do you have the same problems outside in the area or just in your apartment? It is possible that structural conditions are blocking the mobile network, so that you do not have such good reception in your apartment.
Best regards
Giulia
Hello @Well120
Do you have the same problems outside in the area or just in your apartment?
There is also a problem on the street. Checked on Speed test outside.
Ps: If necessary, I can do a test and send a screenshot or a link.
Yesterday, I wrote an application to terminate the contract again.
I get this result in the house near the window.
I get this result in the house near the window
Or the connection disappears completely. And only emergency calls are displayed
So can someone help me cancel the contract? In 2 days it will be like a month without mobile internet connection. No one even offered a discount in the store. The store employees told me that they know that there is no mobile internet connection in Porselen (52525). Because you cannot provide me with your services, and I, in turn, pay for it all. If nothing changes (although it won't), then I will start contacting the Network Agency(Bundesnetzagentur)
Hello @Well120, I have tried to look into your customer account and get an overview of what has already happened. Unfortunately, your access to the forum is broken and I cannot query your personal data. Are you registered here with your meino2 or is this a prospective customer account? If you are not here with your meino2 account, please log in again. Best regards, Maren
Hi. I log into my account via SMS with a code. Now you can view my O2 account
Hello @Well120, unfortunately not, the same as before. Have you registered with your phone number as your username? Best regards, Maren
Hello @Well120, otherwise contact the chat: o2online.de/Chat or the o2 service in English: 089 66 66 30 08 1 or WhatsApp: https://www.o2online.de/kontakt/whatsapp-chat/ They will be able to explain the situation and your options. Kind regards, Maren
Hello @Well120, Have you registered with your phone number as your username?
I now registered with a phone number, not an SMS with a code.The profile shows that for technical reasons some data may not be displayed(Aus technischen Gründen können Ihre Daten derzeit nicht vollständig geladen werden. Bitte versuchen Sie es zu einem späteren Zeitpunkt erneut.)
Now you can check everything
Can I write the customer number here for you to check?
Hello @Well120, no, here in the forum we do not have the possibility to request private data such as the personal identification number and without it I am not allowed to view your customer account. I'm sorry, please contact the other channels. You are welcome to keep us up to date. Best regards, Maren
Ok. I will write in online chat O2
Hello @Well120, thanks, you can reach them tomorrow from 8am. The service closes at 8pm. Best regards, Maren
Thank you for your help, have a nice day
Hello @Well120, thank you too and have a nice Sunday. Best regards, Maren
O2 online chat did not help me. I have not received service for a whole month.
As always, this is not the first time I have been sent this.
Hallo,
auch nach intensiver Prüfung (Nr. S28629648) konnten wir keine technische Beeinträchtigung unseres Netzes feststellen. Ggf. gibt es andere Gründe für die von Ihnen festgestellten Einschränkungen.
Hilfreiche Tipps finden Sie unter: https://hilfe.o2online.de/
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