Hello, I have a homespot o2 4g router, I bought it as a quick fix when I had to start working from home, as my current internet was very slow and I could not arrange a quick appointment for an upgrade. 

90% of the time this works fine, however every week or so there will be a day where no matter what VPN I connect to, I will get about 1% of the normal speed. To work from home I must connect to a specific VPN in order to access everything. This means that once a week I can not do any work at all, and its highly frustrating.

I found that the router has a Double NAT and it seems this could be the main cause of the VPN issues. This also causes a strict NAT on Xbox however it seems it doesn’t cause me too much trouble there. Is there any way to remove this double NAT, or could there be something else that is causing the VPN issues?

Edit: Merged Threads - o2_Kurt

Hello @Dannym88 ,

the activation of the public-dynamic costs 49,99 €.

If you agree to this condition and price, we´ll be happy to activate this feature for you.

Viele Grüße,

Kurt

Hello, yes I’d like to go ahead with this. Let me know the next steps

Hello @Dannym88 ,

I´ve activated the public IP for your contract.

All you´d need to do now, is to change the APN from “internet” to “netpublic”.

You´ll find this option in the menu:

Menu→ LTE/3G Modus→ Konnektivität→ Mobilfunkeinstellungen.

Just set the “APN EInstellungen” from Auto to Manuell to enter a new APN.

Confirm by clicking “bestätigen”, gibe the router some time and you´d be ready to go!

Viele Grüße,
Kurt

Hi Kurt,

I have done this now and I am still getting double NAT and still having VPN problems.. Could you please look into removing this double NAT for me.

Hi @Dannym88,

thanks for your response.

Do you still have problems with your internet connection-speed?

Why do you think that you are using double NAT? Which type of router and modems do you connect to each other?

I look forward to your reply.

Loving greetings,

Tobias

Hi Tobias,

I have typed cmd /k tracert 1.1.1.1 and it is showing me a double NAT, the problem seems to be fixed for my Xbox as it now says open NAT, but I cannot use Parsec on my PC (I need this for work) the error code shows the problem is still double NAT and that above command line is proving the double NAT still exists.

I am getting the error that is on this list. There are two IPs showing as 10.x.x.x that is different from the 3rd digits onwards.

@Dannym88 did you really use netpublic as APN name?

Hi @Dannym88,

nice that the XBox is already working with your public address.

We also do not see any connections without “netpublic”. So, I assume that you are already using your public IP-address correctly.

I have transferred your issue to our technical department and I have asked them for the reason that you cannot use the gaming streaming-software Parsec with a public IP-address. As soon as I get a response, I will contact you again. 

Loving greetings,

Tobias

Hi @Dannym88,

I just wanted to inform you that I am still in the process to clarify your issue.

I ask you for some further patience.

I will come back to you as soon as I have a response for you.

Loving greetings,

Tobias

How can you mark this as the solution when i am still having the same problem? I didn’t hear back from your technical team

Hi @Dannym88, 

Unfortunately, I did not hear any response from our technical department. And we cannot leave your thread open for several months.

I regret that we cannot offer you any solution at the moment. I will come back to you as soon as our technical department has to offer a solution for you. 

Loving greetings,

Tobias

Hi Tobias, thanks for the reply. I have had to order internet from another provider as i cannot work with this issue, i have also moved apartments and the coverage here is very poor. Is it possible to terminate this contract without fee’s once my new internet is set up? 

Hi @Dannym88, 

thanks for your reply. 

I regret that you would like to cancel your contract because of this issue. 

Please send a cancellation letter to the following address: 

Telefónica Germany GmbH & Co. OHG

Kundenbetreuung

90345 Nürnberg

Of course, you also can send the letter by fax: 01805 571 766

Our cancellation department will check if an immediate cancellation will be possible. 

Loving greetings,

Tobias

Hi Tobias, i sent a cancellation letter to this address over 2 weeks ago now but still have not had any response. Could you check this for me please?

Thanks,

Danny

Dear @Dannym88 ,

we received your letter, but your concern is still in progress.

Kind regards,

Andrea

Hi, I received an email just now saying that its been cancelled but they are still going to bill me monthly until March 2022. 
 

surely this is incorrect? I am not paying for a service that I am not using and simply cannot use because of a technical problem on your end. Please end the monthly payments.

Hi @Dannym88, 

thanks for your reply. 

As the letter of our cancellation department confirms, we do not accept in your case an immediate extraordinary cancellation. Therefore, your contract will only end on 28th March 2022. Our cancellation department checked everything for you and came to this conclusion. 

I understand that you are not happy with this decision, but I do not have any other solution to offer you. 

Loving greetings,

Tobias

Please can you email me the chat transcript from when this service was sold to me via your website. I will be taking this further. Thank you.

Hi @Dannym88, 

I understand your disappointment. 

Please be aware of the fact that we do not offer any e-mail-support to our customers. 

You ordered the o2 Homespot on 25th March 2020 on our website. 

If you like, I can send you the invoice of the o2 Homespot by letter. But this service will be charged with 2€ service-fee. 

If you like to have a copy of the hardware-invoice, just let me know. 

Loving greetings,

Tobias

Are your customer service agents in Nuremberg robots? They are utterly useless and keep sending the same generic response to me, ignoring every point i make. This is becoming a joke now. STOP SCAMMING YOUR CUSTOMERS!!!!

Hi @Dannym88, 

Oh I see. I regret that you got the letter 3 times now.

I guess that there was a technical problem with the sending of the letter. This was not by purpose. 

As the letter indicates, we are not willing to end your contract to an earlier date. This decision will not change anymore. 

So, there is nothing that I can do for you in this case. Please accept the response, even though that our decision is not convenient for you. 

Loving greetings,

Tobias

No, I am saying that you are sending a generic template each time, yes the last one was sent 3 times but its the same as the first one i received last month. The cancellation department are stating every time that the signal in my area is fine so they wont cancel.

The signal is not the problem, the double nat is, hence in this very thread you even admitted that you cannot fix my problem. 
 

Listen, here is a simple analogy of how you are treating me.

Imagine you buy a car, and pay monthly for the car for 2 years. Upon receiving delivery of the car you find that the engine does not work and the wheels are square. You contact them to say that these are the problems and the car is not drivable. Every time they reply to say oh but the steering wheel works fine, we are not cancelling the contract. How would you feel?

I cannot use your service due to the double nat, you cannot fix this. Please cancel the contract. Do not keep saying the signal is fine as this is totally not related to my problem. You are scamming me right now.

If this is a problem of O2 and you gave them enough time “Frist” to fix these issues. Yet, you may again formally state your in detail your issues clearly depict you want those solved (should be solved within three weeks time state a clear date) plus revoke the IBAN Mandate. If O2 still charges your bank account via “Lastschrift” after you revoked the mandate you already have a right to extraordinarily terminate your contract. Further, if they do not fix your issues within your deadline you also have a right to extraordinarily cease the contract. You might have to stay persistent