Hi @PJG90 

I'm sorry you're having such challenges and are so unhappy with your o2 contract. However, we would like to support you here and of course try to find a solution together with you. 

Can you give us a postcode and a street in your immediate vicinity (not your exact address, to protect your data), then we'll take a look at the network coverage on site and see what the network coverage looks like there and check if there are known restrictions

Best Regards Matze 

76307 ittersbach for work. 

I spend 90% more time around work, so the priority is there. The checker will say everything is fine but it really isn't...

Hi @PJG90 

I have looked at 76307 Ittersbach, the coverage looks very good indeed, disturbances are not noticeable so far.  Is it possible that it is due to the structural conditions of your office building?   

Kind regards Matze 

I knew this would be the result... but its not accurate.

This problem is present both inside and outside of the building. It makes no difference whatsoever. Constant dropouts are really beginning to get on my nerves now. I cannot tell you how many times I've lost connection today alone. 

As for this being something o2 doesn't see as a problem, my colleagues all with o2 experience the exact same thing.

@PJG90 

As for this being something o2 doesn't see as a problem, my colleagues all with o2 experience the exact same thing

Can you then ask your colleagues to also create a trouble ticket via o2 LiveCheck, as we have more data to work with to localise the error.

That we would great and much appreciate.

Kind Regards Matze 

So, in other words - o2 is not prepared to investigate the issue properly - other than to run a “live check” that says “Everything is fine!”?

I mean, not sure what to think of this to be honest. Been a long time customer of o2, spent a ton of money with you guys but this is weak. The fact I can’t even load a YouTube video in 2023 without it lagging, pausing, downright skipping to a black screen is absurd.

Rest assured, when my term is up. I will be moving to another provider. I am losing too much time, money and patience with this service. I have reported literally dozens of times the issue on the live check website, and the response is always the same “We found no issue”

I don’t care what an automated system tells you, there IS a problem in this area. Nobody cares enough to go out and do anything about it.

Now I’m the one with egg on my face, sitting here getting irate about something that should not be happening…

Edit - I just ran a “Live Check” and wow, I just noticed the page says that 5G is “Sehr gut”, listed. This is an absolute lie! I have never ONCE seen a 5G notification on my phone, let alone the option to select. At best I get 4G+ listed, and more often than not - a simple “Disconnected” warning.

Edit 2. - Matze, I understand you are trying to help - but may I direct you to here?

https://gibteseinestorung.de/status/o2-deutschland/3209432-karlsbad-karlsruhe-region-baden-wuerttemberg-region-germany

Hi @PJG90,

thank you for your answer.  If you only enter the postal code, the system checks the network in Karlsbach and there is good 5G. If you also enter the town of Ittersbach, the system shows that there is only 4G available. I can only explain with this circumstances why 5G was displayed to you. But you are right, there is no 5G in Ittersbach. As for 4G, there is no interference here, but I can see that the network is sometimes busy. Then there can be significantly reduced speeds. Please keep giving feedback via the live check. Even if you get the message that everything is ok, it will be recorded in our statistics. Therefore we would be happy if your colleagues would do the same. I hope it for you, that our network there will be relieved by our expansion in the near future.  

Best regards, Marco

In all fairness, I’m paying for a service which I am not receiving. This is not my problem, but something o2 needs to address. How can the area “be busy” when, there are not as many people in this area as compared to say Karlsruhe or other cities alike?

While I understand that unlimited doesn’t relate to speed - but getting speeds under 1mb is absolutely unacceptable in 2023.

If the situation does not improve, then I will be moving to a different provider because this is now having an effect on my work, which has a knock on effect on my actual life. What is o2 going to do about this? This is very stressful and annoying for me, considering how much money I’ve put down for this.

Hi @PJG90,

thanks for your feedback. I agree with you, such a low speed is not what we want to offer our customers. I would now like to pass the information on to my colleagues. Since I still need information from you, I am now writing to you via PM. Please check your mailbox.

Best regards, Marco

Thank you @PJG90  for your PM.  I’ve sent the information to my colleagues in the meantime. I hope, they can find the problem and fix it soon. 

Please keep giving us updates. As soon as I have new information, i will also post it.

Best regards, Marco

Hi @PJG90,

the colleagues gave the feedback, that the network is working. They couldn't find a disturbance. I hope that the performance will be better in future. 

Best regards, Marco

Hello

I’m writing this because I’m really tired of this extremely slow internet that I’ve had ever since I got my sim card in February 2022, I bought the Unlimited max tarif which is supposed to be 500 MBits but it’s not even 1 MBits! And I’ve been paying for this horrible internet for a damn year! I can’t properly browse the internet or watch a youtube clip, I’m really frustrated and can’t cope with this anymore.

Can you please help me with this? 

By the way I live in Mecklenburg Vorpommern Ludwigslust Techentiner weg

Hi @MrRorronoa,

welcome back to our Community.  I’m sorry that the internet is slow at your location. Please take a look at our Live-Check. There you can see if there is a problem with our network at your address. You can also give us detailed feedback there. The information I could find is that at two base stations nearby the LTE is very busy.  So the situation is well known. We are trying to set up the network as powerful as possible and are working to eliminate such limitations. I hope for you, that the working process on our network will bring you a better usage as soon as possible. 

Best regards, Marco

And once again the internet is gone. Today it is now completely down since approximately 10:30, I am extremely annoyed now… The “LIVE CHECK” page, I am sure does not do ANYTHING since it shows there is no problem, but there IS a problem. 

What is o2 going to do about this? I am a paying customer, and once again I feel like my issue is being ignored. 

Hi @PJG90,

thank you for your feedback. I can only confirm that according to my information on 20.02. the Internet was down for a few hours. The outage ended on the same day. I am sorry that this happened. Perhaps a network upgrade is taking place.  Have you seen any improvement in the network since the outage? Can you maybe use 5G at your location now, or have you had a better internet connection since then? We are interested in further feedback from you.

Kind regards, Marco

Since February 14, the speed at this location during the day is less than 2 mb/s. At night it gets a little better up to 7-9 mb/s. It's been like this for 2 weeks. The internet is basically unusable. I have 3 SIM cards and several devices - it's the same at home and outside within a radius of no less than 500 meters. For example, if I am somewhere else - at a train station - the speed is 120 mb/s. It worked flawlessly two months before February 14th - I used to get 60-70 mb/s at home. I tried bands 1 and 3 - no difference. I am connected to tower 71138. ECI - 18211353. RSSI = -69, SINR = -3, RSRP = -102, RSRQ = -17

Forgot to add my location. 

Heidelberg XXXXXXXX

o2_Giulia, 01.03.2023, 14:44: personal data deleted

It was just the postcode and street name. How is that personal data?

Heidelberg is a big city - location matters.

Since February 14, the speed at this location during the day is less than 2 mb/s. At night it gets a little better up to 7-9 mb/s. It's been like this for 2 weeks. The internet is basically unusable. I have 3 SIM cards and several devices - it's the same at home and outside within a radius of no less than 500 meters. For example, if I am somewhere else - at a train station - the speed is 120 mb/s. It worked flawlessly two months before February 14th - I used to get 60-70 mb/s at home. I tried bands 1 and 3 - no difference. I am connected to tower 71138. ECI - 18211353. RSSI = -69, SINR = -3, RSRP = -102, RSRQ = -17

Location:

xxx Heidelberg 

Edit by o2_Andrea: persönliche Daten entfernt

Doppelposting: Beiträge zusammengeführt

Dear @Vladislaff ,

welcome to our community.

Your address belongs to the personal data, therefore we make it unrecognisable.

I can see three base stations in Heidelberg where there are restrictions. One is even long-term, since May 2022. From March 6th to 10th, there will also be planned work on two of the stations. I hope afterwards it will be back to normal.

Please do not post your request more than once here in the forum. We process each request individually and multiple posting unnecessarily prolongs the processing time for all customer requests. Please also have a look at our netiquette.

Kind regards,

Andrea

I decided that I've had enough of this slow internet and send a contract termination letter to O2 under especial circumstances of lack of delivering on what was promised and have yet to receive an answer as to whether my request is granted or rejected (It's been almost 4 days since I requested contract termination) .
Can you help me with that?

Hello @MrRorronoa ,

when it comes to a contract termination outside of the normal contract duration, then this is being worked on by a separate department and we have no influence on the decisions being made there and when an answer will be send to you, it’s not out of the ordinary that this takes a few days.

Kind regards, Sven

Hello, so the 10th has passed and it has been a month since 14th. The internet speed is still the worst I have ever seen anywhere. 

Hello @Vladislaff,

if you check your address through the LiveCheck, you’ll see that a station near you is still being worked on today. Aside from that a second station near your address is experiencing high load. I’m sorry that your connection is currently not at the speeds that you should be able to expect.

Kind regards, Sven

It has been 40 days. How long does it take to fix one base station?