Network issue

Hi @Liz L,

thanks for your message.

I regret that you have difficulties with the mobile internet at the postal code you mentioned.

Unfortunately, a basic station is not working properly in this area. You can check this here: http://g.o2.de/livecheck

Did you already try to change from LTE to 3G in the network-settings of your device?

If this does not help, I only can ask you for further patience until our technicians have solved the issue.

Loving greetings,

Tobias

Hi Tobias

I've been testing every different setting on my phone over the past 7 days to get better connection, and none of them work (3G also doesn't work). 

I saw the information online and registered to get sms updates. Yesterday I received another sms that it will take 9 more days to work on the problem - I hope this gets fixed without more delays. 

Please answer the second part of my previous post? 2- can my unused data be transferred to the next month in my contract? I cannot use it as I had planned to do.

Hi @Liz L,

thanks for your reply.

Thanks a lot for your patience concerning the network-connectivity.

Unfortunately, it is not possible to transfer your data-volume to the next month. With the beginning of your next bill-period, your data-volume will be renewed.

From where did you get the SMS from? Under your mobile phone number that is listed in your community-profile, I do not see any information in your data.

Loving greetings,

Tobias

Hi Tobias

I subscribed to receive updates on the O2 website ( it could have been on the same page as the 'live check'). The messages is from '' Ihr o2 Team' and the number displays 'Netzservice'.

It's disappointing not to be able to use the product/service from O2. 

It's however unacceptable that I will loose my data allocation as this is my only source of fast speed internet at home. Please advise how my request can be escalated?

Hi @Liz L,

did you already try to put your sim-card in a different device?

Sometimes after you have changed the device, you will be able to have mobile data-access again.

Loving greetings,

Tobias

Hi Tobias

If I go to the grocery store in another postcode, 5he signal is perfect, but as soon as I'm in my home's postcode, I don't have reception. So I think it's clear now that my issues is due to the station problems.

Please answer the monthly data expiration question in my previous post?

"It's however unacceptable that I will loose my data allocation as this is my only source of fast speed internet at home. Please advise how my request can be escalated?"

Hi @Liz L,

thanks for your reply.

I have just sent a private message to you via @o2_Support. Please reply to this private message there.

Thanks a lot.

Loving greetings,

Tobias

Hi @Liz L,

I am happy that I could already help you at @o2_Support.

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

Loving greetings,

Tobias

Hello,

I have been facing issues with my network connection for the past two days. There has been no coverage at my house, and the connection is completely disconnected. When I contacted customer care, I was informed that there is an ongoing upgrade in my area until the 1st of September, and this problem will remain unresolved until then.

I asked for clarification and was told that this means I will not be able to make calls or use the internet from my phone while at home, to which the answer was “Yes.” I was also told that this is a common issue and I am not the only one affected.

I have been using O2 for the past 4–5 years and have never faced such an issue before, nor has anyone I know who is also using O2. I would like to know if there is any solution to this problem, or if I should request reimbursement for this month’s charges.

thank you

Hello ​@Bloomer 🙂

unfortunately there will be maintenance works and an upgrade until the 1st of September to fix 5G in the region. It affects anyone whos connected to this specific trasnmitter mast. Is your connection slowly dying after a while?

Best regards,

Michi

​@o2_Michi 

thanks for the response.

There is no even the the connection once I reach the area where I leave.

Do you have a solution for this?
Or is it the same answer that I have to live with this until the 1st of Sept ?

Regards

​@Bloomer 

I am afraid that the issue can not be speeded-up by our tech team. 🙁 There could be a workaround if you have an alternative like DSL, Cable, Fiber at your home to do wifi-calls etc. Maybe there is a compensation after the issue has been resolved, like for buying a prepaid card for another network/provider, but I can not guarantee this, because we are (here in the community) not the team which makes the decision for each individual outtage. 

Thanks for your response.

I do not have DSL at home, and there was no prior update or warning regarding this issue. This situation is unacceptable. I am unable to make calls, use Google Maps, send messages, access websites, or manage my daily activities for the next 4–5 days without mobile network connectivity.

I am not willing to pay for a service that I neither opted for nor am currently receiving. Being told that compensation is only a “maybe” is not satisfactory.

While I understand that you are part of the O2 community, I would appreciate it if you could provide information on where I can formally request compensation or seek assistance from consumer support, as I have not received adequate support from O2 customer care.

Thanks in advance

Regards

​@o2_Michi

Thanks for your response.

I do not have DSL at home, and there was no prior update or warning regarding this issue. This situation is unacceptable. I am unable to make calls, use Google Maps, send messages, access websites, or manage my daily activities for the next 4–5 days without mobile network connectivity.

I am not willing to pay for a service that I neither opted for nor am currently receiving. Being told that compensation is only a “maybe” is not satisfactory.

While I understand that you are part of the O2 community, I would appreciate it if you could provide information on where I can formally request compensation or seek assistance from consumer support, as I have not received adequate support from O2 customer care.

Thanks in advance

Regards

​@Bloomer 

Sure. 🙂 We have a specific form for complainments about network issues. Unfortunately its only available in german, but you can run it through a translator online for better understanding: Antrag auf Entschädigung

If you have any questions, just leave us another post here.

​@o2_Michi 

Thank you very much!

You're welcome ​@Bloomer 😊