problem: SIM Card does not work completely

Hi.

Maybe you can tell us right here what’s wrong exactly. Maybe someone can help … and a moderator can see what's going on.

I bought two SIM cards, and one of them does not work completely. I have already explained the problem 2 times to the operator on the phone.

I want to either use the service fully or give up a non-working SIM card, but they just make me wait 2 weeks. This shouldn't last forever.

Hello @Lookoil  ,
Thank you for sharing your concern with the community. 💙
We are very sorry that a requested service does not work, or better yet, does not work as expected. 
You wrote that one of your cards is not working. 
What kind of contracts have you signed? Have you already tried inserting the one card into the mobile phone/router where it already worked? What was the result there? Or was there an error message? 

Best regards
Michael

I signed the contract at the O2 branch in Cologne. I bought two cards for myself and another person. My sim card works fine. The second sim card is used in the city of Udem. I just can't get a network in my apartment. If you move 100-200 meters away from the house - the network appears again. 

Hi @Lookoil,
thanks for your respond.
Ok, the sim card itself is working but you have problems with the network at a specific adress. 
Have you allready used the Live Check to see if there is something wrong with the network, or if there is generally no o2 Services available at this adress? 

kindly regards. 
Michael

Generelle Netzabdeckung an diesem Standort

•  

• Telefonie & Handy-Surfen

  GSM (2G/G/E/O)

  im Freien: Sehr gut
  in Gebäuden: Sehr gut

• Telefonie (VoLTE) & Highspeed-Internet

  LTE (4G/L)

  im Freien: Sehr gut
  in Gebäuden: Eingeschränkt

• Modernstes Highspeed-Internet

  5G

  im Freien: Nicht verfügbar
  in Gebäuden: Nicht verfügbar

If you believe this service, everything should work.

@Lookoil not really, for using the internet you need a 4G or 5G Network Connection. 5G is at your adress not available and 4G with limitations. 
How is the connection outside your flat/house? It should be better than indoor, or? 

kindly regards
Michael

4G is good enough for me.
There is no Internet in my apartment at all. When I go outside and go 100-200 meters away from the house it starts to appear.

Hi @Lookoil ,
thanks for your respond. 😊

The challenge is that there is limited indoor coverage at your address. This means that the supply in the building/your apartment may be disrupted. This can be due to many reasons, such as the structural fabric. 

Unfortunately, the reality is that there is little we can do in these cases. What kind of cell phone do you use? Does it work better in some places in the apartment than others? Have you tried it once in window proximity? 

Regards
Michael

Model One+ 7T

Very rarely the network appears if you go out on the balcony. Other operators work without problems in any part of the apartment.

I guess the only solution is to switch to another operator?

@Lookoil 
another solution could be using the card in another smartphone if possible. 

When and where exactly have you signed the contract?

regards 
Michael

I don't have another smartphone. I doubt that this will help. The same phone works fine with a different card.

I signed the contract in Cologne in early January.

@Lookoil ,

I am very sorry that you cannot use the contract at your address as you would like to. 
From a purely technical point of view, there is no fault with the network

@Triskilia @TeufelEnergy  and @Sandroschubert  do you have any other ideas on how we can support Lookoil? 

BEST REGARDS
Michael

I've read the topic again. I think everything has been said here. At least everything I could think of. I would try a different phone. That would be my first option. But if there is no second Phone ...

I got it, thank you for your help, I will try to give up one of the sim cards. I hope that won't be a problem. I will be happy to keep the second one and use it, since it works at a different address.

@Lookoil ,

I think there could be challenges with early termination as this contract has a minimum term and was not purchased for this address only. 

Have you thought about whether a DSL contract for local telephony and internet use might be possible and an alternative?  😊

Kind regards 
Michael

According to the contract, I have to receive the service, and in return I have to pay the money steadily. I pay the money, but unfortunately I don't get the service. So I hope that O2 will make an exception for my situation. I would hate to be the scandalous customer who goes to a lawyer because of a minor issue.

I just want a service for the money I pay. I don't care how O2 implements it. I want to use the Internet and calls in the apartment, as well as outside the apartment. If they can get me free internet at home without any additional costs on my part, it might be a worthy alternative.

@Lookoil do not get we wrong. I do not have to decide abeout a cancelation. I am just informing you, that you signed for a mobile contract not for a fixed line number. Plus the adress which was checked is not the same as the adress where the service is not working. 
You can try to cancel it, but i have to inform you, that it could be not as easy as you are hooping. 
Please keep us informed what the next steps are and what happened. 😊

Best regards 
Michael

I have been steadily fulfilling my part of the contract. I am contractually obligated to receive the service, but it is not being provided by O2. I hope there is no problem. I have written to the address I was given at the O2 office. I will await a response.

Hello @Lookoil,

if you have written us, I am sure you will receive an answer soon. We are happy to hear from you when you received an answer. 😊

Kind regards, Ines.