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Poor service

R
Rang

I have O2 homespot and I have very bad network for the last few weeks, and when I contacted the customer care they say that some network issue in my address and they are fixing it. still its not fixed, and if I try to reach them again, the cusotmer service is very Rude. 

Its very hard to reach the English Agent, without proper internet, I cannot do my work from Home and these O2 customer agents dont understand that and reply rudely to wait. They are not able to give me a proper date, when they can fix it.

I either want to be fixed or terminate my contract, so that I can go with some other good Internet providers.

 

edit o2_Tobias: transferred fom English DSL Community to mobile English Community

 

17 Antworten

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Raman3888 Sorry for this. Please try again the English speaking Hotline.

 

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
R
Rang

I tried calling the English Customer care now.. after waiting for 20 mins.. Connected and while explaining the issue he transferred to techinical team.. who doesnt speak english and she was again rude and disconnected me

Feeling very frustrated with this now.
can anyone provide me an email id.. or help me how to escalate this..

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Raman3888 Please wait for an English speaking o2 Moderator. Sorry for the rude handling of your problem. :rolling_eyes:
o2 don’t provide support over email. Only letter or WhatsApp chat.

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
R
Rang

I did spoke to an English speaking agent, but he transferred me while I am talking, he didnt listen to me completely and transferred to technical team and they disconnected me as I dont speak Deutsch.

Do you how to terminate the contract ? 
there is no use of paying them every month for this poor internet.

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Raman3888 Can you post please your postal code and an actual speedtest? (I prefer https://www.speedtest.net )

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
R
Rang

 

My address is Melchiorstr xx, 10179 Berlin

edited by Joe Doe: little anonymous adress

R
Rang

Most of the time internet disconnects completely aswell

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Raman3888 Your nearbBTS is down. o2 is already working on it.

 

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
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Raman3888 Some BTS must down at this area. Then I look at Cellmapper.net you have three BTS nearby you.

 

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
R
Rang

Yes I am aware of it, its down from June 3rd. but I want to know when it can be fixed.. its stopping my work from home. if it takes more time, I will better terminate and move with another provider.

No one able to answer, when it can be fixed. What is the use of paying them and having this poor internet.

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Raman3888 Because you ask for cancel your contract. Did you you have a 24 months or flex contract at o2? 
extraordinary cancellation of the contract because of technical problems are here in Germany a little difficult.

You have to set a deadline for troubleshooting beforehand. (Fax or letter post)  At least 14 working days.

For normal cancel your contract read here.

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

 

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
R
Rang

Thanks for the information.. I will drop them the letter. is that 14days count the past aswell ?

So it means i have to threaten the o2 that I will cancel the contract if its not fixed in 14 days.. then Only the o2 will start work.. till then they never work on customer issue..

Great company !!

Will never refer o2 to any of colleagues and friends..

o2_Tobias

Hi @Raman3888, 

welcome to our English Community. Nice to meet you here. 

I regret that your experience with our English hotline was not very satisfying. I even do not understand the reason for transferring you to our DSL-tech-hotline if you have a question concerning your mobile o2 HomeSpot. Thanks for your feedback. 

I understand that you wait eagerly for an LTE-connection. I see that we worked until yesterday on one of our LTE-base-station near your contact address. 

Did you already test the LTE-connection with your o2 HomeSpot today? Do you see any improvements?

Before you decide to leave our company, please have still a little more patience. Our technicians are just in the middle of solving the disturbances in you area. 

I look forward to your live-experience. 

 

Loving greetings,

Tobias

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Raman3888 Hmm. I went into myself for a few more minutes. Can you put the Homespot SIM card in your Smartphone und make again a speedtest please? Not that the Homespot have technical problems. If only one BTS was down, this explains not the worst speedtest.

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
R
Rang

I have good network in mobile

 

R
Rang

But sometimes I see good network in homespot also and it drops completely after few mins

 

o2_Lars

Hello @Raman3888,

I had a deeper look into this. As far as I can see the work on the antenna should only have influence on the 3G network. If you are connected to a 4G/LTE antenna you should recieve a data rate comparable to your mobile.

How are you connected to the Homespot? Are you using a wifie connection? If you have the possibility please try what speed you reach if you are connected via a LAN cable.

Also trying to connect to the 5GHz wifi network may result in a better performance over the 2.4GHz wifi network.

Regards,

Lars

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

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