Hello ​@Jdkhan,

nice that you have contacted us here in the o2 Community.

That doesn't read so well. I can understand your displeasure. Did I read it correctly that you have
already reported the impairment several times? Do you only have problems with the network when you are in your
home or also outside?
 

Best regards
Daniela

Hey ​@Jdkhan 
Some time has already passed here. I wanted to ask about the current status of your network.
Has your reception strength improved at home?
Best regards, Kathi

Hello Kathi,

Thank you for checking in on my network issue. Unfortunately, the situation has not improved, both inside and outside my apartment. I recently performed a speed test indoors which showed extremely poor results: 0.32 Mbit/s for download and 0.01 Mbit/s for upload. Equally troubling, the connectivity outside is also consistently bad, and I am unable to hear any calls clearly, which is not only inconvenient but also embarrassing, especially during important calls.

This issue has been ongoing for four months now, severely impacting my ability to use essential services for both personal and professional purposes. Given the persistent nature of this problem and its widespread impact, I kindly request a detailed update on the steps being taken to resolve it. Could a technical inspection of the area be considered? It's crucial for me to have reliable service, and I believe an on-site evaluation might help identify and rectify the underlying issues.

I appreciate your attention to this matter and look forward to a proactive response and a solution soon.

Best regards,

Hello ​@Jdkhan ,

Have you ever checked the Livecheck to see whether there is currently a fault in your area? If not, please have a look there.
If there is no fault, you can forward a fault report directly to the technical department.

Have you ever tested your SIM card in another cell phone? And also tested another SIM card in your cell phone? In this way, a defect in a cell phone or the hardware can be ruled out or narrowed down.
You can also contact a direct o2 store in your area to have the sim card checked there.

Best regards,
Maria

Dear o2 Team,

Thank you, for your continued attention to my network issue. Unfortunately, despite following all recommendations, the problem persists with no improvement in coverage.

Additional Information:

I also have a connection with Telekom Deutschland, which works absolutely fine on the same device. This confirms that the issue is specific to the o2 network and not related to my device, SIM card, or the network environment itself.

Additionally, the network signal bar usually shows only one bar, and at times, it doesn’t show any bar at all. On many occasions, the connection is so poor that I am unable to even perform the speed test provided within the o2 application. This makes it impossible to assess the network performance consistently.

Steps Already Taken:

1. Live Check: Repeatedly verified via the o2 Live Check, which shows no faults in my area.
2. Troubleshooting: Completed all suggested troubleshooting steps:
   • Manually selected networks.
   • Enabled WiFi calling.
   • Tested my o2 SIM card in another phone (issue persists). Additionally, another SIM card in my phone (Telekom Deutschland) works perfectly, ruling out hardware issues.

While I can visit an o2 store for further testing, I want to emphasize that the phone I am using is barely new, and my o2 SIM card also appears to be in excellent condition. Based on this, I believe the issue is not hardware-related but specific to the o2 network.

Current Situation:

• Signal Strength: The signal bar consistently shows only one bar, and sometimes no signal at all.
• Speed Test Results: On the rare occasions I can perform the speed test. But for now its not even working.
• Call Quality: Frequent disconnections and unclear audio, significantly impacting personal and professional communication.

Request:

Given that this issue has persisted for over four months and is specific to the o2 network, I kindly request:

1. A Technical Inspection: Conduct a site-specific evaluation in my area (15320 Neuhardenberg) to identify and rectify the underlying problem.
2. Network Infrastructure Review: Verify the o2 network coverage and signal strength in the area and provide a detailed explanation of any potential issues.
3. Compensation for Service Interruption: Due to the prolonged lack of reliable service, I would like to discuss compensation for the inconvenience caused.

I trust that o2 values customer satisfaction and will escalate this matter to the appropriate department for an urgent resolution. Please provide a detailed update on the planned steps and timeline to address this issue.

Thank you for your attention to this matter. I look forward to your prompt response.

Best regards,