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My internet is dead since yesterday, where do I report a network outage???

D
Rang

My internet is dead since yesterday, where do I report a network outage???

 

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Lösung von o2_Tobias 23 November 2020, 10:58

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23 Antworten

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@DarthMaul 
edited: I see you have Problem the Mobile Internet. You can call the normal hotline or use the WhatsApp service channel.

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
D
Rang

Thanks - do they speak also English?

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

Thanks - do they speak also English?

Try the WhatsApp channel. See my edited post.

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
D
Rang

Thank you! You should provide a link to this page on O2 main support page in a visible place. That would make everyone's life easier! :)

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@DarthMaul I am only a customer like you. As a native German speaken person I can say to you that I am not happy with the English support that o2 provide in the moment. Hope this will change in the future.

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
D
Rang

Ah, sorry, my bad. I thought you were O2 support. Was surprised to see such a quick reaction! :)

Once again thanks for your fast and helpful reply! I managed to start a chat with support, but it ended before I got any answer. Trying again. Have a nice weekend!

 

D
Rang

Seriously O2, I don't have Internet since Wednesday, and all I get today is a message saying that I will receive a message within 3days??? Are you serious?

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@DarthMaul Have check here for the network failure?

https://www.o2online.de/service/netzstoerung/

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
D
Rang

Hi @Joe Doe ,

 

Yes, the tower in my area is dead

I am forced to use my roaming data from CZ to access the Internet.

I tested the sim card in my phone. I drove to Trier and there it works so definitely it's a problem with my tower. In my area I cannot even detect O2 as an available network,tested from 2 phones. 

D
Rang

Here is the list of networks that are detected by the HomeSpot. O2 is not there.

 

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@DarthMaul did you live in Oberbillig? Only one 4G BTS (band 20) :astonished:

 

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
D
Rang

@Joe Doe Yes, I'm in Oberbillig.

What does that mean? I know it’s the only tower around :(

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@DarthMaul only one BTS near by. :rolling_eyes:

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
D
Rang

Yes, the only one and… it’s dead.

D
Rang

What the hell, O2???? Did the cat eat your tongue (keys)???

How long do I have to wait until the service is restored???

And I’m supposed to pay for this crap for 2 years?

I regret the decision to sign a contract with you!

D
Rang

:cry:

o2_Tobias

Hi @DarthMaul, 

 

thanks for your patience. 

 

My cat is a very loving one and gets plenty of good cat food. So, my tongue is safe. :relaxed:

 

Unfortunately, I cannot just press a key for you so that the internet connection is working again in your area. 

 

Great that you had already a look into our livecheck :thumbsup:

 

I regret the inconveniences that you have at the moment. Sad to say, I have no end-time for you until when the works on your nearby base station will be finished. :disappointed_relieved:

 

Therefore, I would like to ask you still for some further patience. You will receive an SMS-message when the technicians have solved the issue in your area. 

 

Loving greetings,

Tobias

 

 

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
D
Rang

Hello Tobias,

I lost part of my patience when I got patronized when I was complaining about getting less than 5 times the maximum speed and taught that I should be thankful to get 50 Mbps and to consider that as the “normal maximum”, not the 225 Mbps that was advertised when I got into this contract.

I lost all my patience now after having to use costly roaming data for almost a week to be able to do my job and not receiving any update. 

Have a nice day

D
Rang

OK, it looks like the mockery from O2 doesn't end, it only gets worse. After sending me “updates” telling me that I will receive an update in 3 days, now they raised the bar… it's 9 days !!!

O2 - I want to cancel this contract as soon as possible! I have no wish to wait indefinitely for this poor service to come back. 

 

D
Rang

Dear O2,

 

It’s been over a week since I have to use my roaming mobile data because the internet service is down and there is no reason to believe it will be fixed anytime soon.

Since you are not fulfilling your part of the contract to provide me Internet as agreed, please allow me to cancel this contract immediately. I wish to change the provider because I cannot continue working this way.

I am waiting for a response ASAP.

 

Thank you

o2_Tobias

Hi @DarthMaul, 

 

I regret your decision to end your contract as soon as possible. 

 

As we do not make any decisions for an extraordinary cancellation here in our English community, I would like to ask you to send a cancellation letter to the following address: 

 

fax to 01805 571 766

 

Telefónica Germany GmbH & Co. OHG

Kundenbetreuung

90345 Nürnberg

 

Did you check your internet connection meanwhile? On 19th November 2020, you received a text message from our technicians indicating that the issue has been solved. Can you confirm that? 

 

I look forward to your response. 

 

Loving greetings,

Tobias

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
D
Rang

Hello @o2_Tobias ,

It works now but I still don’t want to stay with O2 longer. The connection is still not stable and it continues to be slow. Also the base station is still reporting performance issue and this issue is still being not addressed.

Bottom line, I am not at all satisfied with the quality of the service. Hence I want to change the provider.

 

Best regards

o2_Tobias

Hi @DarthMaul, 

 

first of all, I would like to ask you, not to begin several messages with the same topic. Therefore, I closed the following thread: https://hilfe.o2online.de/english-o2-community-mobile-43/low-bandwidth-despite-good-signal-545262 We will continue our conversation here. 

 

I regret that after the clarification of our technicians, you still are not happy with the internet connection of your homespot-tariff. 

 

The connection-error that you still see in our livecheck has only to do with 2G. So, I do not expect that this has any influence on your internet-connection. 

 

Loving greetings,

Tobias

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.

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