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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

P
Rang

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

Hello,

Re: “

“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. ” - how does it work for my neighbour then? How is it that his sim card in my device works perfectly then? This explanation makes no sense to me. I do not have provision for installing a DSL in my room. In that case, why did the o2 store sell me this connection and give me a 24 month contract? 

I am sorry but I will not order a sim card with the assumption you might give me a discount and I have plenty of reason for that.

First, as mentioned above, while my neighbours have perfectly stable connections, why I don’t have one is a technical problem which is o2’s responsibility to solve. I have said before, I am only mentioning the question about the sim card because I have tried all other methods and it is clear that the device is not the problem and neither is the location, I have lived in the same place for 12 months now and the connection worked perfect for first 9 months. So if I order the sim and it doesn’t solve the problem, I will need to pay 40 euros. 

Second, I have enough reason to not trust o2 by this time. When I went to the store to get a connection, I did not realise how they manipulated the deal which I realise now. The store said if I buy the device and sim for lte connection then it will cost 40 euros per month for 24 months. But if I pay for the device upfront for 140 euros, then my connection costs 25 euros a month. Do a quick calculation and that looks like a saving of 220 euros. I don’t know how much to stress it but saving that is a big thing for a student. But I realised only after the problems started that the trick was in the language used. When the store said you pay upfront for the device, it wasn’t really paying upfront for the whole package but rather buying the device and the sim separately thus making them in no way responsible for the device. Furthermore, when I made my initial complaints about the problems and someone booked a DSL connection for me they mentioned once I get the DSL device I can go and return my homespot to the store when he knew fully well it wasn’t possible. I don’t know about you but for me these are enough to not have trust on the provider. 

So, right now as it stands, I am paying full money on time every month in exchange of an extremely glitchy unstable connection, and I will keep paying this for another 12 months and o2 appears to have no solution. 

 

Thanks. 

o2_Tobias

Hi @psr, 

I understand that you are not satisfied with the information you receive right now from us. 

I just informed our technical department about your issue. I hope that they will find a solution. 

As soon as our technical department has investigated everything, they will let you know the result via SMS. 

I would like to ask you for some patience. 

 

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, 

I understand that you are not satisfied with the information you receive right now from us. 

I just informed our technical department about your issue. I hope that they will find a solution. 

As soon as our technical department has investigated everything, they will let you know the result via SMS. 

I would like to ask you for some patience. 

 

Loving greetings,

Tobias

It has been 2 months now. My connection got a little better for a month or so and then it started getting worse again. Now I am back to square one, again the connection drops every 5 minutes. I received an SMS on Oct 25 as follows and no further communication has happened.

 

NETZSERVICE

Lieber o2 Kunde,wir haben die Ursache für die Beeinträchtigung (Nr. HDIT-1367348) gefunden und arbeiten intensiv an der Lösung. Vielen Dank für Ihr Verständnis.Freundliche Grüße, Ihr o2 Team
o2_Kurt

Hi @psr ,

 

according to the logs, the Incident has been resolved on November, 19th. 2021.

Do you happen to have a few log readouts for us, which we can send to our network department? Time and Date of Disconnects would also be enough, if those examples are not older than one or two days.

Best regards,
Kurt

Signatur :)
P
Rang

Hi @psr ,

 

according to the logs, the Incident has been resolved on November, 19th. 2021.

Do you happen to have a few log readouts for us, which we can send to our network department? Time and Date of Disconnects would also be enough, if those examples are not older than one or two days.

Best regards,
Kurt

Can you please tell me where I can find this? Thanks. 

o2_Michi

Hi @psr,

it’s okay when you send us two examples with the time and date of the disconnects not older than two days. :blush:

 

Best regards,

Michi

P
Rang

Hi @psr,

it’s okay when you send us two examples with the time and date of the disconnects not older than two days. :blush:

 

Best regards,

Michi

From today (16/02/2022), in the last one hour disconnects happened at the following times:

12:11

12:39

13:00

13:08

I have an exam day after tomorrow and the connection has been extremely glitchy for last 4-5 days. 

 

Thanks.

P
Rang

Update: I have lost connection about 50 times today. That’s about 20 times more than last few days.

 

Here’s a few of the times I noted down:

13:47

14:01

14:05

14:25

16:29

16:43

17:11

19:10 19:12

 

I really want to ask, do you think you will be able to do any work if you had a connection like this and you were paying for it?

Even to post this update I needed to try 3 times!

Thanks.

o2_Andrea
Benutzerebene 7

Dear @psr ,

I have opened a ticket and hope our technology department can find something out for you.

You will receive a textmessage on your number xxx600

Kind regards,

Andrea

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P
Rang

Dear @psr ,

I have opened a ticket and hope our technology department can find something out for you.

You will receive a textmessage on your number xxx600

Kind regards,

Andrea

The ticket has been closed saying they could not find any problem. And yet my connection keeps dropping 50 times a day. I have been making a complaint about this for almost 6 months now and no resolution. I would like to invite an O2 employee to my home and ask him to work for a day from here. Maybe then you will realise there is a problem! I have 3 exams 2 weeks from now and if I do not manage to finish them properly, I will now maybe seek legal options because for a glitchy internet connection that the service provider refuses to correct, I will have lost 6+ months worth of investment in time, money and effort.

 

Thanks. 

o2_Kurt

Hi @psr ,

 

sorry for the late reply! Yes, the ticket states that no error has been found. We still have the SIM, which you’ve mentioned as possible error. We could try the exchange of said card, of course, as mentioned earlier.

Regarding the disconnects: We can’t check the connected nodes or connections ourselves. I’m afraid. We can certainly try again with new examples. 

Please let us know, I you want us to sent another SIM; we’d then first switch to personal messages.

Best regards,

Kurt

Signatur :)
P
Rang

Hi @psr ,

 

sorry for the late reply! Yes, the ticket states that no error has been found. We still have the SIM, which you’ve mentioned as possible error. We could try the exchange of said card, of course, as mentioned earlier.

Regarding the disconnects: We can’t check the connected nodes or connections ourselves. I’m afraid. We can certainly try again with new examples. 

Please let us know, I you want us to sent another SIM; we’d then first switch to personal messages.

Best regards,

Kurt

Hello Kurt,

Yes I would very much like to try that solution once.  Please let me know what to do.

Thanks. 

 

P
Rang

Hi @psr ,

 

sorry for the late reply! Yes, the ticket states that no error has been found. We still have the SIM, which you’ve mentioned as possible error. We could try the exchange of said card, of course, as mentioned earlier.

Regarding the disconnects: We can’t check the connected nodes or connections ourselves. I’m afraid. We can certainly try again with new examples. 

Please let us know, I you want us to sent another SIM; we’d then first switch to personal messages.

Best regards,

Kurt

Hello Kurt,

Yes I would very much like to try that solution once.  Please let me know what to do.

Thanks. 

 

From yesterday, I cannot even work 5 minutes straight because the connection keeps dropping. Most of the time, I cannot also get my phone connected to it. I’m sorry but there is just too much delay. Can you please look at this with a little more urgency. I have my first exam in 5 days time so this is really urgent for me.

If nothing, I do not know what solution was done back in October that made the connection at least workable for a couple of months, but at least do something like that.

Thanks.

P
Rang

Hi @psr ,

 

sorry for the late reply! Yes, the ticket states that no error has been found. We still have the SIM, which you’ve mentioned as possible error. We could try the exchange of said card, of course, as mentioned earlier.

Regarding the disconnects: We can’t check the connected nodes or connections ourselves. I’m afraid. We can certainly try again with new examples. 

Please let us know, I you want us to sent another SIM; we’d then first switch to personal messages.

Best regards,

Kurt

Hello Kurt,

Yes I would very much like to try that solution once.  Please let me know what to do.

Thanks. 

 

Honestly I really am on the borders of my patience now. I cannot load a single page or have a stable connection for 5 minutes without the connection dropping over and over. I do not get a response to messages before 5 days to a week minimum. I wonder if you could do the same with taking money for the service this way too, a week late every month. I have had to take work calls using my phone internet because my network kept dropping over and over again. Please explain to me why I keep paying for a service I do not get. If you cannot repair the problem please end the contract. I have no intention  of paying for the next 6 months and more if I do not get the basic  minimum service.

Note: I had to try 3 times to even post this message because the connection kept dropping. Imagine  trying to work like that! 

Thanks.

o2_Matze

Hi @psr 

I am sorry for alle the trouble you are experiencing. 

You mentioned that the connection keeps dropping all the time.

Does this only happens when you are connected via homespot , or does your phone loses the connectiona as often as the homespot when using  the mobile / celluar connection on your smartphone?

Best regards Matze  

https://g.o2.de/wcr
P
Rang

 

Hi @psr 

I am sorry for alle the trouble you are experiencing. 

You mentioned that the connection keeps dropping all the time.

Does this only happens when you are connected via homespot , or does your phone loses the connectiona as often as the homespot when using  the mobile / celluar connection on your smartphone?

Best regards Matze  

Makes the same problem with the phone too. Connection drops after a few minutes.

And I am sorry but your apology means nothing here. I have been telling you it’s the sim card all along and the delays have been too much. Unfortunately my exams or work calls do not care if you say sorry. I mentioned I had an exam this week and I had to make alternative arrangements.

My recent complaint was 21 days ago and no solution! I just want to cancel this contract immediately because this is unacceptable. 

Hopefully I get a response before the end of this month.

Thanks.

 

o2_Giulia

Hello @psr,

I comprehend that you are not satisfied with your connection an I can understand your displeasure. You can only submit an extraordinary termination by letter, a decision on this is not made here in the community.

It seems that you have contacted o2 in the meantime an ordered two new contracts. Are you already using them and ist the connection stable with it?

Best regards

Giulia

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P
Rang

Yes, I had to find a way to make a stable connection for my exam. And yes, the new connnection is working absolutely stable. 

Can you direct me where I can get details to making a extraordinary termination?

 

Thanks.

 

o2_Giulia

Hello @psr,

please send you cancellation by letter to Telefónica Germany GmbH & Co. OHG, Kundenbetreuung, 90345 Nürnberg or by Fax to 01805571766. It should be titled “Sonderkündigung” and include the Phone Number of the respective contract and reason/s for the extraordinary cancellation.

Best regards

Giulia

 

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