Anyone out there able to help ? 16 hours have passed and still no reply from official o2 staff.

There can only really be two possibilities: 1: my router is faulty 2: I am being throttled at 2mbps (my speed is consistently stuck at this speed).

My wife has an o2 mobile that runs at 40-60mbps. It can’t be the local cell towers.

Please reply if you have a solution to my problem.

Cheers.

Hi @cheesypoofs, 

thanks for your patience and welcome to our English community. 

Did you already check this link: http://g.o2.de/livecheck Do you see there any difficulties with LTE when you fill in your complete address? 

Did you already try to test your homespot at different speeds: 2,4 Ghz and 5 Ghz? 

Did you already put your homespot close to the window or higher up in the room? Does it make any difference?

I hope I could already help you with these suggestions. 

Loving greetings,

Tobias

Hi Tobias,

I had tried the Livecheck prior to posting here. Just ran it again now and can confirm it is all good in my area.

I took the router back to my local shop . Guy told me he's had a few of them come back with faults after just a few months. He sent my router off, hopefully the service centre will send me a replacement soon.

I ran my speed tests using the wired connection on the router for maximum reliability. Each time maxed out at 2mbps. The WiFi light, third from the top, kept cycling from blue to green to red every few minutes. Although strangely, the WiFi never actually dropped even when the light was red.

All other lights solid blue.

I am hoping a new router fixes this fault.

Will post again when the replacement router arrives.

Hi @cheesypoofs, 

nice that you made an effort to contact one of our shops. 

Please give us feedback when you installed your replacement router. 

Hopefully this is the cause of the problem. 

Loving greetings,

Tobias

Hi Tobias,

The replacement router arrived today after just over a week, which is the only good news.

All lights on the front of the router are blue. My speed (23:00 on a Friday) is even worse now at roughly 1mbps download with an almost 2mbps upload.

Please advise how I can cancel this contract as this is completely useless.

I am not even getting 1% of the theoretical maximum speed of 300mbps.

My wife is still getting around 50mbps on her mobile phone.

Hi @cheesypoofs, 

thanks for your feedback. 

First of all, please be aware that you cannot compare LTE for a mobile phone contract with LTE for a homespot-contract as your homespot contract uses different LTE-frequences than a normal mobile phone contract. 

I regret your decision to cancel your contract immediately. Please send us a cancellation letter to the following address: 

Telefónica Germany GmbH & Co. OHG

Kundenbetreuung

90345 Nürnberg

or by fax: 01805 571 766

Loving greetings,

Tobias

Hi Tobias,

Thank you for a swift reply.

I am was aware that mobile phones and LTE Routers tend to operate on slightly different bands. I did some reading prior to posting on this forum, and have continued to do so.

Unfortunately, all your message has done is confirm that my router is on the “Shit Band” while my wife’s mobile is on the “working fine” band. This is something I had already figured out for myself. Thanks anyway for validating my suspicions.

As I have never cancelled a contract with o2 in the past, are you able to advise as to what I am expected to write in the cancellation letter ?

Will I be expected to pay for the remaining 22 months of my contract ? What do I now do with my completely useless but brand new replacement LTE router that 1: only works on your useless network 2: I paid roughly 100 euros for in June?

Your kind advise continues to be appreciated in this matter.

Hi @cheesypoofs, 

thanks for your reply. I regret that the experience you had with your homespot was not what you expected. 

If you like to send a cancellation letter for immediate termination, please include in the letter your mobile phone number, the reason for your wish to terminate the contract immediately, your first and last name and your contact address. Please write in the letter as well that you like to return the homespot-router. You can write the cancellation letter in English.

Our cancellation department will then check the situation and will inform you about your cancellation date and the procedure to return the router. 

If you have any questions, just let me know. 

Loving greetings,

Tobias

Hi Tobias,

I mailed my cancellation letter in as per your instructions just over two weeks ago. I still have not heard back from customer services but instead today received a regular bill in the post.

This is totally unacceptable.

I have been stuck with your totally useless service for the best part of two months now and you continue to bill me and ignore my requests to cancel!!

I am starting to wonder if it is necessary to contact a lawyer as your party is clearly in breach of contract in providing me such a useless service and continuing to bill me regardless.

I AM PAYING FOR A SERVICE I AM NOT RECEIVING!!!!

This is theft/fraud !!

Please advise what the next step should be.

Can you please give me the contact details of the relevant government institutions with which to launch a formal complaint.

Hi @cheesypoofs, 

thanks for your complaint. 

In order to check in detail the status of your extraordinary cancellation, I just have sent a private message via @o2_Support to you. Please reply there to my request. 

You will then get an immediate reply. 

Thanks a lot. 

Loving greetings,

Tobias

Hi Tobias,

I have replied to your private message but unfortunately I don’t have any of the information you requested.

Please advise.

Hi @cheesypoofs, 

thanks for your details at @o2_Support. 

I confirm that we received your letter for extraordinary cancellation on 10th September 2020. You will receive a response in the next few days. 

What I already can tell you: The cancellation is confirmed for the 15th June 2022 (so at the end of your 24-month-period). As the contract was made in a shop and as your contract-address has good LTE-connectivity, an immediate cancellation was not possible, I regret. 

I understand that you expected a different solution. In this case, it was not possible for us. 

Loving greetings,

Tobias

Hi Tobias,

This complete and utter BS. My address has terrible LTE-connectivity. I am happy for you to send a technician to test my connectivity. I have provided evidence of my connection speed in two Youtube video links I included in my cancellation letter.

Also, 10th of September you received my cancellation letter and still I have not received a reply today ??

2MBps is not even enough to watch Netflix let alone work from home.

This is an entirely useless service.

Please provide me with the appropriate government contacts to make a formal complaint about this.

I suspect you are required by law to provide me this information.

I never go above 2mbps where I live despite blue lights on my router. There is obviously a capacity issue where I live  on the mobile network.

I am expecting no less than an early termination of contract and an apology!!

Hi @cheesypoofs, 

I regret that you are not happy with your LTE-connection at your contact address. 

But as you can use the o2 Homespot at your address, we decided not to let you out of the contract extraordinarily. We will not change our decision anymore. You will receive the confirmation letter within the next few days. 

You can also check your LTE-connectivity here: http://g.o2.de/livecheck

If I understood you correctly, you would like to receive the contact details of the German Bundesnetzagentur (Federal Network Agency): Contact Bundesnetzagentur

I hope I could help you with this information. 

Loving greetings,

Tobias

Hi Tobias,

Your company’s position is making it extremely hard for me to stay polite on this thread.

Your livecheck system does not give an accurate picture of LTE service in my area. The only accurate test would be to send a technician to check my router and run a speed test.

The speed never goes above 2mbps. I have actually provided a clip on youtube as evidence of this in my cancellation request; which I provide here again for readers of this forum as proof:

Are you therefore saying that a peak speed of 2Mbps is an acceptable level of service for what you sold to me as an unlimited data contract with speeds up to 300mbps ?

I can barely watch normal quality Youtube videos let alone streaming TV.

You are not providing me the service I have signed up for an still insisting that I pay until July 2022.

Are you doubting the veracity of my Youtube video ?

Then please send one of your technicians to run a speed test on my router. I am sure I am not the only customer in the area suffering from these slow speeds.

There is a capacity issue with your LTE service in my area. LTE is actually multiple connections to a cell site, and it delivers the greater speed by bonding these multiple connections. Although I suspect your cell site is functioning (hence the green status on the livecheck) it does not report back that the cell site is already saturated and only able to provide a single connection of 2Mbps instead of a bonded connection with a much higher speed capacity.

Fortunately your company is based in the EU and the EU provides multiple consumer protections. I will be exploring all the national and EU level protections for a redress. Otherwise you would be free to simply rip-off your clients and continue to insist that your service is working fine.

This is not how you should be treating customers and you should be ashamed of yourselves.

I hope I have managed to stay polite and factual in this response and do sincerely change your position on a cancellation.

Perhaps investigate things rather than just relying on an online livecheck which obviously does not report the real world performance of your systems.

This could be a learning experience for your company.

Hi @cheesypoofs, 

I understand that you are not happy with our decision. 

I just checked your LTE-coonection at your contact-address again. At the moment, our technicians work on some base-stations in your area. They will hopefully finish their work in a few days. 

So please check if your homespot will work better at the end of this week. 

Loving greetings,

Tobias

Hi Tobias,

I am unhappy with your service, and your continued denial that your service is of an atrocious quality. Your livechecker system from the start of my problems over two months ago has continued to insist that “all is well in my area” when clearly this is not the case.

Therefore it is only possible to speculate :

       1. That your network monitoring system does not pick up faults and therefore faults persist for a protracted period without attempts at a resolution.

        2. That you may even be dishonestly painting a rosier picture of the actual quality of your network at any point of time, in order to fraudulently sell your services to new and unsuspecting customers looking to sign up.

          Anything other than a “green” on your livecheck would turn away new potential customers and trigger a string of complaints/requests to cancel from existing customers.

This problem has been ongoing for over two months.

You tell me in your last message that all of a sudden there is a fault and engineers have been dispatched. This is after you told me all is well and you would not be granting me an earlier cancellation because all is well in my area.

That’s a complete U Turn after you insisted your decision in the letter was final and my area has a good service.

This is very suspect Tobias.

It is very difficult to live a normal life in 2020 without a reliable and fast internet connection. Your company’s poor service has made it hard for me to work and  receive education for over two months.

I expect an early cancellation of my contract, a refund for my useless router and compensation for the poor service I have received for the last few months. And an apology for your generally poor management of your services and the negative impact on my work and education.

I will also be shortly uploading another youtube video to this website and for the general public to see.

I have a UK roaming SIM that allows me to connect to the network of my choice in my local area and I ran speed tests on all of them on my Android smartphone:

Deutsche Telekom :   average 60Mbps

Vodafone              :   average 40Mbps

O2                         :  average 2Mbps

After I ran these tests, I tried to reconnect my O2 LTE router to the Deutsche Telekom network. Unfortunately, your data SIM will register with other networks but will only connect to your own network that is stuck on 2Mbps.

I am therefore stuck on your poor service of 2Mbps.

I am happy to provide you and the Youtube community as well as the German Telecoms regulator evidence of all of this.

I have no trust in your company and have no interest in waiting to see what will end first, your poor service  and denial of a poor service ,   or the Covid 19 pandemic.

I have already ordered an alternative broadband service as I can not go on like this. I have difficulties with doing my work and receiving education without a decent broadband connection.

Cheers.

Hi Tobias and the o2 English community in Germany,

Some news.

My internet access was completely knocked out for most of Monday night (05/10/2020) probably because of the maintenance work Tobias spoke off.

The next morning I was getting speeds of 20Mbps!!! Which lasted about 3 hours………..

I am now back on my usual 2Mbps.

I have uploaded a video of a 4G shootout of Telekom vs Vodafone vs o2 in my local area as promised in my previous post.

I have a UK SIM on roaming that allows me to choose the mobile network (local German SIMS will only connect to your actual carrier). Note that for all carriers my signal strength to the Cell is actually quite decent, therefore the achieved speeds are unrelated to my physical distance to the Cell(s).

For those without the time to watch my 7 minute video, the results are:

Deutsche Telekom   42.5Mbps

Vodafone                11.6Mbps

o2                            1.5 Mbps

o2 is a joke of a company.

I am having to sign up for an alternative broadband supplier because o2 is completely useless and still they refuse to cancel my contract until July 2022 (forcing me to pay twice for broadband).

Stay away from this company if you know what’s good for you.

Sign up with them if you like paying for a completely useless service and being gaslighted into thinking all is well and it’s all in your head.

Cheers.

Hi @cheesypoofs, 

as you decided to continue the conversation in the new thread under the link https://hilfe.o2online.de/english-o2-community-mobile-43/internet-not-working-545781, I will close this topic here. 

Loving greetings,

Tobias