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O2 Homespot connection dropping multiple times

P
Rang
  • psr
  • Lehrling
  • 24 Antworten

I really have too many issues at this point and don’t know where to begin. 

 

Almost one year back, I got a O2 homespot device and a SIM card (O2 Free Unlimited Max Online (LTE/5G)) for mobile wlan. For about first 8-9 months I had normal connection, sometimes a little slow but that was okay as it would get back to good speed. About 3 months back, it started a problem where the connection would drop and get back online multiple times everyday. The problem has since become so bad that the connection drops every 10-15 minutes. Sometimes it only comes back online after I turn the device on and off. This makes it almost impossible for me to attend lectures and work from home and espcially difficult during exams. 

I tried making many complaints, but this problem is yet not solved. One time I wanted to talk to customer service, instead of solving my problem they booked a DSL connection to my name. I have since then asked to cancel that DSL order because I do not have access to DSL socket at my home. It has been over 1 week now and I have asked multiple times to give me confirmation that the DSL connection order has been cancelled, I still have not received that. 

When I spoke to customer service about my droopping connection they keep saying it’s my homespot device problem. I have neighbours who are using homespot (same device and sim card like me) and I have exchanged my device and sim with them to see what the problem was. When they inserted their sim card to my device it worked perfect for 18 hours staright. After that they inserted my sim card in their device, immediately their connection also kept dropping on and off. Even after I have said this to customer service they are trying all possible options except actually accept something is wrong with the sim card and send me a replacement. 

 

I have semester starting next week and that means I will have to attend lectures online again and I will be working more from home. I really cannot emphasise how important it is that my connection is working properly. I am tired to calling time and again being on the phone for hours and nothing working. 

 

edit o2_Tobias: moved from o2 HomeSpot to English Community (mobile)

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Lösung von o2_Tobias 6 October 2021, 13:09

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44 Antworten

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@psr Can you please the information from your Homespot? Thanks.

 

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
P
Rang

this is what it shows

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@psr First the DSL order. How you cancel? Did you make a Widerruf over Email? If not, make it now. You must get this information with order confirmation.

https://static2.o9.de/resource/blob/67404/f7bc775abe5e455d55d871750ba03fdd/widerruf-my-home-download-data.pdf
 

Second. You LTE quality is not good. Can been your Homespot, can be the place where your Homespot stand. How far did you life from the LTE BTS marked at the card.

 

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
P
Rang

@psr First the DSL order. How you cancel? Did you make a Widerruf over Email? If not, make it now. You must get this information with order confirmation.

https://static2.o9.de/resource/blob/67404/f7bc775abe5e455d55d871750ba03fdd/widerruf-my-home-download-data.pdf
 

Second. You LTE quality is not good. Can been your Homespot, can be the place where your Homespot stand. How far did you life from the LTE BTS marked at the card.

 

Thank you for the form. I will send it immediately.

 

As for the given address, I live almost 3.5 kms away from it. This is surprising as I live in a student dorm and the person next room from me has good reception. 

P
Rang

For the DSL order, I received an email saying it will be activated on 14.10 (October 14th) and there is a link that says I can register early but on clicking that link it says technical error and cannot open such login page. 

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@psr When did you get the first information that you get a dsl connection? I ask, because you can cancel an order (Widerruf) within 14 days. But only for contracts over phone or online. Not for contracts at a shop.

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
P
Rang

@psr When did you get the first information that you get a dsl connection? I ask, because you can cancel an order (Widerruf) within 14 days. But only for contracts over phone or online. Not for contracts at a shop.

I got the information on September 23 that is 11 days ago. Also, yes it was made over phone only. 

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@psr Please send today the revocation (Widerruf) over email for the DSL connection. Use the information from the DSL order confirmation or my link.

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
P
Rang

@psr Please send today the revocation (Widerruf) over email for the DSL connection. Use the information from the DSL order confirmation or my link.

which email id do I send it to? 

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@psr Widerruf-> widerruf@cc.o2online.de

Please use the PDF from the link above.

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
o2_Tobias

Hi @psr, 

welcome to our Englsh Community. 

I regret that there was obviously a misunderstanding with the DSL-contract. 

Nice that @Joe Doe gave you already very practical suggestions. 

And I have good news for you: the DSL-contract was already cancelled on 1st October. :thumbsup:

Could you already clarify the issue with your LTE-connection of your o2 HomeSpot?

 

Loving greetings,

Tobias

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

Hi @psr, 

welcome to our Englsh Community. 

I regret that there was obviously a misunderstanding with the DSL-contract. 

Nice that @Joe Doe gave you already very practical suggestions. 

And I have good news for you: the DSL-contract was already cancelled on 1st October. :thumbsup:

Could you already clarify the issue with your LTE-connection of your o2 HomeSpot?

 

Loving greetings,

Tobias

Hello Tobias,

 

Thank you for the confirmation that the DSL contract is cancelled but I still have not received any email confirmation of the same. I have been told multiple times on call with customer service even before 1st October that the contract has been cancelled and I will shortly get a confirmation of the same. Unfortunately that never happened so I am sending the Widerruf too.

 

As for the problem with the LTE connection, let me try and explain as best I can. For the first 8-9 months of having the device, I had always a very stable connection. Yes, sometimes the speed wasn’t best but that was temporary and I never had my connection drop 20 times a day. It started almost 3 months ago now that the connection simply drops (the last light on the Homespot router turns white first and then red and blinks). Sometimes I have no connection for extended periods and only solution for me is to turn the router off and on again. You can imagine how this maybe a problem under circumstances of a lecture or a meeting. 

 

I have mentioned I live in a student dorm and the person living right next room to me is also using the same setup as mine, a Homespot LTe router and an O2 sim free unlimited max plan. To figure out what the problem was, I exchanged sim cards with him to see if the problem was with my router or not. With his sim card I had uninterrupted connection straight for 18 hours with my router placed exactly where it is in my room. However he mentioned that he experienced connection drops multiple times. So, I guess my router is fine and even though reception isn’t the best, it still is stable (which was the case for me through the first 9 odd months). This leaves the SIM card and as many times I have mentioned this to customer service they have reset it a couple of times and other times kept telling me problem was with my router when it clearly isn’t. I asked if they can send me a replacement SIM and they mentioned it was going to cost me €29,99 which honestly I don’t see why I need to pay. 

 

Let me know if there is any other information you would want and I really hope I have a resolution to this before next week as mentioned above, I start a new semester and that means online lectures and working extensively from home. 

 

Thanks.

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@psr Really interrupted LTE connection or WiFi Problem? Did you use lan with one end device?

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
P
Rang

@psr Really interrupted LTE connection or WiFi Problem? Did you use lan with one end device?

Not a wifi problem because if I login into homespot config site I can see system up time which is very rarely more than 30 minutes. 

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@psr What Homespot you have? The 4G oder 4G/5G model? I think only the normal 4G Homespot.

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
P
Rang

@psr What Homespot you have? The 4G oder 4G/5G model? I think only the normal 4G Homespot.

normal 4G model. 

P
Rang

@o2_Tobias So, I received one SMS saying the following:

Dear O2 customer,
Even after an intensive test we could not find any technical impairment of our network. There may be other reasons for the limitations you encountered.
You can find helpful tips at: https://hilfe.o2online.de/welcome
Kind regards, your o2 team

 

My problem still persists. Please tell me how to proceed here because I really cannot keep working this way. 

o2_Tobias

Hi @psr, 

thanks for your replies. 

Concerning your cancelled DSL-contract, we have sent you a letter entitled “Stornierung Ihres Internet- und Festnetzauftrags” (cancellation of your Internet- and Landline-order). The letter was sent to you on 1st October. Of course, it takes a few days until the letter arrives at your contact-address. Please let me know if the letter has arrived in the mean-time. Otherwise, I have the possibility to send you the letter by e-mail. 

Concerning your LTE-connection I see that we plan some works on 8th October. I hope that the LTE-connection will be better after the 8th October. I would like to ask you for some days of patience still. 

Thanks a lot. 

 

Loving greetings,

Tobias

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

Hi @psr, 

thanks for your replies. 

Concerning your cancelled DSL-contract, we have sent you a letter entitled “Stornierung Ihres Internet- und Festnetzauftrags” (cancellation of your Internet- and Landline-order). The letter was sent to you on 1st October. Of course, it takes a few days until the letter arrives at your contact-address. Please let me know if the letter has arrived in the mean-time. Otherwise, I have the possibility to send you the letter by e-mail. 

Concerning your LTE-connection I see that we plan some works on 8th October. I hope that the LTE-connection will be better after the 8th October. I would like to ask you for some days of patience still. 

Thanks a lot. 

 

Loving greetings,

Tobias

 

Hello Tobias,

So after 8th October it has been almost a week. My homespot is at the same location in the room where it shows on average 2-3 signal bars but keeps fluctuating even without me moving the box. The connection still keeps dropping, sometimes once an hour and sometimes every 2 minutes. I had mentioned before that my classes start this week, in the last two days I have been logged out of classrooms 7 times. I have tried every single permutation and my box works fine. The network is same as it was two-three months before when it was completely stable and is the same for my neighbour whose connection is also stable. What remains is the SIM card and I don’t know what to do anymore. 

Thanks.

 

o2_Manga

Hi @psr 

do you use a router from us or did you buy your own one?

If your roomate has the same device: did you swap the SIM card with him to check if the device or the SIM card has an error?

Greetings

Konnte dein Anliegen gelöst werden? Dann freut sich der Helfer, wenn du seine Antwort als Lösung markierst.
P
Rang

Hi @psr 

do you use a router from us or did you buy your own one?

If your roomate has the same device: did you swap the SIM card with him to check if the device or the SIM card has an error?

Greetings

Hello @o2_Manga,

I am using a o2 homespot device. 

I have tried all possible permutations. First we simply exchanged the device + sim and located them in each others room. His worked perfectly, mine as usual didn’t. Then we exchanged sim cards with our devices in each other’s room and our own rooms. Again the device with my sim had connection drops, the one with his sim worked perfectly not a single drop. 

My box has worked perfectly fine in his room with his sim and in my room with his sim. I have also noticed even though the box isn’t moved the signal strength changes every once in a while (anywhere between 1-3 bars). The only constant with the dropping signal has been my sim card. 

 

Some other updates:

      1. Sometimes my box shows blue lights like it will when I have a normal connection and yet I                    simply do not have any connection. Only works once I literally turn the box on and off again.

  1. Since day before yesterday, it once happened that the top 3 lights kept blinking continuously and I had a stable connection straight for about 16 hours. When I checked for connection strength it was always at one bar and yet I had a great connection.
     
  2. The connection dropped when the lights stopped blinking and it became stable. Surprisingly it showed 3 bars connection strength then. This is a bit of a recurring thing I have noticed, my connection drops more frequently whenever it shows better signal strength. 
     
  3. Current situation: Connection is stable for over 14 hours with one bar signal. (I check once every second hour). 

Thanks. 

P
Rang

Hi @psr 

do you use a router from us or did you buy your own one?

If your roomate has the same device: did you swap the SIM card with him to check if the device or the SIM card has an error?

Greetings

Hello,

Another update from Monday morning: Connection strength keeps going between 1 and 3 signal bars. And everytime it goes to 3 it drops. Dropped 8 times today already, including 4 times in a 35 minute period when I was on a call at work. 

Thanks.

o2_Lars

Hello @psr,

in my opinion a defective SIM card is highly unlikely. The SIM card only acts as an access token to the mobile network and is not an active part in the connection itself. A defective SIM card mostly shows other sypmtoms, for example it is not recognized by different devices and so on.

Regarding the LTE connection, did you already try to reset the Homespot to factory defaults to make sure any possible installed updates are recognized properly? 

Also, if comparing it to the Homespot of anotehr student, does his dorm faces the same direction? 

If you experience connection drops of a better signal strength is whon maybe it would also help if you place it somewhere where the signal quality is a bit lower in order to prevent the Homespot connecting to that antenna?

Regards,

Lars

≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
P
Rang

Hello @psr,

in my opinion a defective SIM card is highly unlikely. The SIM card only acts as an access token to the mobile network and is not an active part in the connection itself. A defective SIM card mostly shows other sypmtoms, for example it is not recognized by different devices and so on.

Regarding the LTE connection, did you already try to reset the Homespot to factory defaults to make sure any possible installed updates are recognized properly? 

Also, if comparing it to the Homespot of anotehr student, does his dorm faces the same direction? 

If you experience connection drops of a better signal strength is whon maybe it would also help if you place it somewhere where the signal quality is a bit lower in order to prevent the Homespot connecting to that antenna?

Regards,

Lars

Hello @o2_Lars ,

Let me try and answer the questions you have asked.  

  1. “Regarding the LTE connection, did you already try to reset the Homespot to factory defaults to make sure any possible installed updates are recognized properly? ” - If the problem is with the homespot device or an update glitch, it would pose a problem even when I put a different sim card into the device if I am not mistaken. When I did have my neighbours sim card in my device, I used a perfectly stable connection for as long as I had that sim card (almost 2 days). At the same time when he was using my sim card in his device, he faced the same problem of dropping connection.  
     
  2. The other student lives right next room to mine and the devices are placed at identical positions in both rooms (facing the same direction to answer your question). 
     
  3. “if you place it somewhere where the signal quality is a bit lower” - I really cannot control that because even at the same position the signal strength keeps fluctuating and it’s impossible for me to keep tracking that 24/7 and changing the device position all the time.

 

I understand that a defect in the SIm card maybe highly unlikely but honestly I have tried all possible resolutions till now and it seems the only thing left for me to do is use a different sim card. I cannot be sure that it is but given all the resolutions I have tried, I really do not understand how it is so difficult to send me a replacement sim for me to at least try. I have been complaining about this since July now and it just seems sending a new sim is something o2 simply does not want to do irrespective of how much problem I am going through. 

Just to give you an idea, I actually kept count last two days and during the time I was using the wifi, my connection dropped around 40 times every day. I’ve mentioned before how my work connection dropped 4 times in a half hour duration on Monday. Yesterday during my lecture it dropped 7 times. I had to give my exams at the end of last semster on my neighbours connection and this will not be possible next semester around. So after all this and trying all the options I could possible have tried, I hope you undersatnd if I think the most unlikely problem might just be the problem. 

Thanks. 

 

o2_Tobias

Hi @psr, 

thanks for your reply. 

I just checked your contact address concerning the availability of LTE for your o2 HomeSpot. 

And as a result I have got this information:

“Ihre Auswahl ist in XXXXXXXXXXXXXX leider nicht verfügbar.”

For your contact-address, we only offer DSL. 

It is possible to interprete this that the LTE-connection is too instable for the usage with the o2 HomeSpot. Please be aware that the o2 HomeSpot uses different LTE-bands than the normal mobile LTE-connection. 

Of course, you are able to try a new sim-card. Just have a look here: 

Please click on the button “Ersatz-SIM-Karte bestellen”. If you find out that the new sim-card works fine, I will also be ready to give you a discount. 

 

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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