Hey @Nan correa,

to check your area, we need at least a crossroad or another adress in your neighborhood.

Greetings,

Flo

Hey @o2_Flo 

Thanks for the contact. Address is Hamburgerstrasse 3 Crossroads with Winterhuder Weg.

Hello @Nan correa ,

there are a few Nodes which appear to be under investigation.

There are also a few reported errors noted, our technical department is still on the case.

BugFIxes and repairs are planned for next week.

We don´t except a full repair just yet, but those messures should help to maintain a more stable level.

We should see more infos in Thursday, you´re feedback would also be great!

I´m sorry that I can´t give you more details just yet!

Viele Grüße,

Kurt

Hi @o2_Kurt and @o2_Flo ,

Internet is still very slow, my last measurements still show the same average speeds lower than 5mb for download.

Regards,

Renan

Dear @Nan correa ,

there are some planned repairs this week at your address. There is no Homespot availability at the moment.

Kind regards,

Andrea

HI @o2_Andrea ,

Is there any information in the o2 homespot contract that confirms what is the minimum speed percentage I can get ( Quality of Service ) from o2? Over a period of 5 months I have not had average speed advertised ( 37,5 mb/s ) not a single time  and 95% of the time I have less than 5 mb/s. The service is really bad, I only get info that there are maintenances which are never finished and I don’t get one cent discount from o2. I’m paying premium price for a low quality service.

Regards,

Renan Correa

Dear @Nan correa ,

there is no Homespot availability at your address. There are restrictions at some base stations and it does not look good at the moment. In this area there may be restrictions on calling and surfing. An end is currently not indicated.

You can take a look here at the Live-Check.

Kind regards,

Andrea

Hi @o2_Andrea ,

I’m sorry but I think my last message was not clear. Can you inform what’s the QoS in contract with Homespot? I’m paying the full price and not getting the service, I just want to know my rights and check if I cancel this terrible service. 

It’s nearly impossible to work from home using O2 internet and I can only work from home now.

Regards.

Renan Correa

Dear @Nan correa ,

you can try to file an extraordinary termination because there is no Homespot availability at your address. The extraordinary termination must be submitted in writing. Please send the notice of termination to the following address or by fax:

Telefónica Germany GmbH & Co. OHG

Kundenbetreuung

90345 Nürnberg

Fax: 01805 571 766 (0,14 EUR/Min. aus dem dt. Festnetz, Mobilfunk max. 0,42 EUR/Min.)

Kind regards,

Andrea

Hi,

lines are always busy to call, service continues really bad. Isnt it possible to request the termination from here? The invoices were never delayed and i did not get any discount even though i never received the hired service. maintenances are never finished.

i do not recommend o2 to anyone and i ll not renew my contract.

to abyone reading this, dont buy homespot in hamburg, expensive and does not work.

regards,

renan

Hi @Nan correa,

I regret that you are not happy with your Homespot-tariff.

But probably in other areas in Hamburg, the Homespot-router might work well. So, you cannot say that the connection is not working well in complete Hamburg.

Please be aware of the fact that you find this information for our o2 my Data-Spot tariffs:

Surfgeschwindigkeit

Enthalten ist ein mobilfunkbasierter Internetzugang mit bis zu 225 MBit/s (im Durchschnitt 37,5 MBit/s; Upload bis zu 50 MBit/s, im Durchschnitt 22,5 MBit/s) im dt. O2 Mobilfunknetz.

I regret, but we cannot accept a cancellation here. Please check the procedure to cancel your contract here: cancellation

I hope that I could help you with this information.

Loving greetings,

Tobias

Hi,

“Probably” does not help my any bit, the only fact I KNow of is that it does not work at the address where the company said it would work when I hired the service. So far O2 lied to me about availability, so I can’t believe anything from O2 because so far I only got bad internet and lies. I have not received the service, I paid in full not a cent of discount even though it’s a clear breach of contract from O2.

Not easy to get my money back but at least I’m doing all negative advertisement I can about a bad service from O2. I don’t recommend it to anybody and I hope people find this post before they decide to hire such a service.

Regards,

Renan Correa

Hi @Nan correa,

I understand your disappointment.

In order to check everything in detail, I just have sent a private message via @o2_Support to you. Please reply there to my request.

Thanks a lot.

Loving greetings,

Tobias

Hi @Nan correa,

thanks for your reply at @o2_Support.

As you can see in our Livecheck , one of our base-stations has disturbances. Our technicians are already aware of this and try to solve the issue as soon as possible.

I regret your decision to end your contract. In this case, please write a cancellation-letter to the following address:

Hello,

The Live check is either a fraud or O2 has really bad and slow maintenance. Since I bought the Homespot I have every single day checked it and I always had disturbances ( since November ) which seems to be a very long time to do any kind of repair. I”ll send the cancellation. It’s also a shame I can only cancel via letter a telecommunication service, seems that O2 does not get what telecommunication means. Anyway, I know this is just a gimmick to delay and make things more complicated to cancel the bad service.

Regards,

Renan Correa

Hi @Nan correa,

I understand your disappointment.

Of course, we are doing our best to solve technical disturbances within a few days. But in some cases, it might also take longer. I hope that the technicians will soon solve the issue.

Loving greetings,

Tobias

Hi @Nan correa,

I just wanted to hear if the technical issues with the mobile internet of your o2 my Data Spot-tariff has already improved? In the meantime, our homespot had an update. I hope that this solved your issue.

I look forward to your reply.

We, of course, would like to give the best customer-service-experience possible which includes also the internet connection.

If you have any further questions, just feel free to contact our English community.

Loving greetings,

Tobias

Hi,

Thanks for the response.

It improved, I get now around 15mb which is still slow ( and far below the average speed advertised ) and just sometimes it drops without any explanation. I keep complaining regularly in the Live-Check app.

I tried to cancel but it’s super cumbersome and they ‘threatened’ me to pay part of the contract as I would be breaching it. So I’ll keep using it for now.

Regards,

renan correa

Hello @Nan correa ,

glad to hear it is slowly improving.

Most of the stations are back up and running again.

There are only 2 station left with some transmission problems, meaning: most of the Network of that area should be back to normal.

Thise two stations a re quite a bit away, so that shouldn´t impact your area as much.

If the speeds are still too slow, you may wanr to try using only UMTS/3G for while, instead.

Latency would go up, but speed may improve to a more useable level for your needs.

Sorry to hear about cancellation call (was it a call?). I haven´t found anything related to that, except for you Kündigungsvormerkung.

You can also send us a letter in which you could explain the situation a bit more.

That would alos help, because my co-workers on the hotline are usually not permitted to decide something like an early cancellation (just like us).

The departmend that is allowed to decide things like that, are not reachable by phone.

Viele Grüße,

Kurt

Hello,

This week internet is extremely slow again, below 5 mb everyday… hell on earth… My vodafone cellphone is minimum 20mb in the same place, I don’t understand how it can be so bad, so slow, unstable the quality of the network is really terrible. 

Regards,

Renan Correa

Hi @Nan correa,

I regret that you have again a low internet-connection in your area.

Did you recently check our Livecheck ? Do you see there any hindrances in your area?

Loving greetings,

Tobias

Hi @Nan correa , 

I have the same problem with very slow internet connection in Hamburg (postcode 20251). I don’t know if O2 is still fixing their stations after 8 months. Called the hotline and wasted 4 hours of my time expectedly. The staff claimed that they would check the station statuses and get back to us in 2-3 days, and have heard nothing from them after 2 weeks. They didn’t even mention that there is a website to check this easily. Thought they are just going around with circles. 

I don’t know if you can still read this, but I want you to know that you are not alone. I am going to start a new post for my situation. 

Regards,

cathola

 

Hi,

I gave up. I’m trying for 8 months to get extraordinary termination but I can’t get it approved by O2. I already asked the normal cancellation also and I believe in October I’ll be finally free from o2 after spending hundreds of euros in a service that does not work.

Basically they are stealing my money every month with this homespot that does not work until the end of the contract.

I turned the homespot off and I bought a vodafone internet which is much better than the o2 internet. O2 never again.

REgards,

Renan Correa

Hi,

Sorry to hear that. I read over other threads and seems that a lot of people also have problems with their homespots but o2 refuses to accept their contract termination. I might become one of you later. I wish somebody can do something against these unfair situations. I wish you better luck with vodafone.

Regards,

Cathola

Hi @Nan correa and @berythium, 

I regret that you are not happy with your internet-connection in your area. 

Did you already make a speed-test at the address where you use the homespot? 

Please try also to place the router near the window. 

For you @Nan correa I see that near your contact-address a base-station is out of order. Therefore, I would like to ask you for further patience until the technicians have repaired the base-station. 

Loving greetings,

Tobias