mobiles internet issue

What is the issue?

Hello ​@Saaaaaaaa, welcome at our Community. 

We’d be happy to look into the cause together. What kind of phone do you use, and which plan do you have? 

Have you checked the live status page to see if there’s an outage?

O₂ Live Check - Netzstörungen melden, einsehen und abonnieren | O₂ Community

Kind regards, Ines.

I am using a Moto G35, and my plan is Unlimited (€42.99/month) with speeds up to 15 Mbps. However, when I check my speed on Fast.com, it shows less than 1.5 Mbps, and sometimes even only a few kbps.

To rule out device issues, I switched to an iPhone 17 Pro, but the result was exactly the same. I have also reset the network settings, used a new SIM card, and even replaced the SIM card entirely. I raised a support ticket, but unfortunately the issue has still not been resolved.

O2 suggested that I write feedback here. I do not understand how posting feedback will solve a technical problem. What is the reason behind this approach?

Whenever I call the technical team, they keep telling me that they are still working on the issue since last Saturday, but I have not received any clear explanation or resolution.

This has been a very disappointing customer service experience. Has anyone experienced a similar issue or received a proper solution from O2?

Also, please do not come here and apologize for this issue. I do not need anyone's sympathy. What I need is a proper explanation and a solution to the problem. There is no need to apologize here. I am not looking for sympathy. I want this issue to be resolved and a clear explanation as to why it has not been fixed despite being reported several days ago.

Put bluntly, suggesting you write in the forum is a way for customer service agents to get you off the phone when they don't know what else to say or do. You are right, it is not helpful.

Have you checked to see whether there is a known network fault at your location? How long has the service been degraded? Was it ever better? If not, the other possibility would be that the network capacity is not sufficient for the number of users, which will not improve until / unless o2 extends the capacity in your area.

Even if you make them hold a slipper in their mouth and beat them with another slipper, they still won't learn. They seem to think of their customers as donkeys.