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SLOW INTERNET HOMESPOT 5G

I have been an o2 customer since June 6 and I have a 5g homepot with a speed of 100 mb/s, my download is on average 3-20 mb/s and upload is 0-1 mb/s. There is a problem with any internet browsing. I tried switching the network to 4G, but it didn't help at all. I tried to place the router in different places in the apartment, but it did not improve the speed. I put the SIM card in the phone, but the speeds are still 3/0.5-1 Mbps. Can you do something about it?

Edit: o2_Lea/15.07.2024/09:17/Moved from mobile at home to the English community

17 Antworten

T
Rang

My postcode is 25924 

Edit o2_Paul 16.07.2024, 12:40: removed personal information

o2_Lea

Hello @Tekazyo,

Welcome to the o2 Community. 😊

It is a pity that the speed is not very high. Has it been like this since the beginning? Is your homespot free standing at a window? Have you entered your address in Live Check?

Kind regards, Lea

T
Rang

@o2_Lea Unfortunately, this connection has been there from the beginning, I tried different places next to each window, but the signal strength was a maximum of 30%. And I entered the address into Live Check.

o2_Paul
Benutzerebene 7

Hi @Tekazyo,

I just checked the network coverage in your area, it does not look that promising at all. Do you have any device for comparison? How is the connection on your phone with its initial SIM in it and not the one of your Homespot? 

And are there any regularities about the connection? Is it worse at some times of the day, or better?

Best regards,
Paul

News for you: https://hilfe.o2online.de/o2-news-3
T
Rang

@o2_Paul Yes, I put the SIM card in the phone, but the speed was even worse, there was a problem with loading a simple website. I tried the LAN connection, different router configurations, resetting it to factory settings but the speeds do not differ much during the day, at night the download speed is slightly higher but the upload is still 1 Mbps . From 4 p.m. to 10 p.m. the Internet practically does not work at all, I have to reset the router several times a day, which prevents normal functioning. I signed a contract for 2 years, I don't want to bother with this Internet for so long, is it possible to exchange the tariff for another one? Will this help at all? In 2-3 months I will be moving to Lyst (25992) or moving out of Germany, depending on my housing situation. I checked on LiveCheck and in the case of my move to the island, the HomeSpot package is not even marked as possible, so it probably won't work at all...

o2_Kurt

Hi @Tekazyo ,

thanks for the test!
The coverage map shows a descent 4G availability, 5G, as Paul mentioned, not so much. Putting the device into 4G Only mode seems to be a good option (at least on paper).
I’ve created an incident for our TechDepartment and stated the numbers from your screenshot. You should be informed via SMS (on your HomeSpot) if anything comes up. 

There is some VDSL capacity available. However, a switch to a different tech will take some time (several weeks), with your move in mind, a switch might not be the best option right now.

Regarding your upcoming move:
Lyst sounds great, by the way 🤗
The first step would be to enter the move into Mein o2. Doing that will ensure, that the process will take all the necessary steps which will result in the cancellation of the contract, if there is no coverage available. 

If you’re leaving germany with a specific date in mind, there is also a process for that:

o2 Formulare im Überblick: Jetzt als PDF herunterladen (o2online.de)
(please look for: Moving abroad)

Best reagrds
Kurt

Signatur :)
T
Rang

I got a message on HomeSpot that everything was working properly and it actually worked for less than a week 😅 The speeds were decent, the download was 30-50 mb/s and the upload was 2-4 mb/s, which was enough to stream in HD or quickly download larger files . However, a few days have passed and the speeds are even worse than before, I have problems even browsing websites or sending e-mails with photos or larger files. Could the TechDepartment check my case again, since the speeds were previously quite good, I understand that it is possible to maintain them.
 

Edit o2_Paul 29.07.2024, 11:54: removed personal information

o2_Paul
Benutzerebene 7

Hi @Tekazyo, thanks for the info. 

That sounds strange. Can you tell, if the speed was better on specific days?
The check of our TechDepartement should have no influence on the spike of speed you have got the last days. 

Best regards,
Paul

News for you: https://hilfe.o2online.de/o2-news-3
o2_Paul
Benutzerebene 7

Hi @Tekazyo,

a week has gone by, I just wanted to ask, if the issue is still present? 
If so, I would try to find a way to fix it. Just let me know 😄

Have a good start into the week,
Paul 

News for you: https://hilfe.o2online.de/o2-news-3
T
Rang

The connection has been improved, I found a way to fix it, every few days when the speeds drop, I simply have to reset the system in the router, after 2-3 minutes the speeds increase tenfold 😅 if something goes wrong, I will inform you, thank you for your interest and best regards!

o2_Paul
Benutzerebene 7

Hi @Tekazyo,

my favorite type of customers are those who find a way to help themselves 😄

I am happy to hear, that you have found a way to make it work. Ofcourse, let me know if this or another issue returns, in that case I would inform our technician team to have a look on this. 

Best regards,
Paul

News for you: https://hilfe.o2online.de/o2-news-3
T
Rang

Hello I have same problem with my home spot 5g my internet speed is 0.25 to 30mb but it's like 5 minutes normally en then not working at all and about 23:00  my speed is 0.27mb 

My address is 

Am heidberg Lilienthal 28865

T
Rang

 

T
Rang

I changed the position of the router near the window on the balcony in the attic wherever possible, but the signal is not stable. The problem started initially for a month. I have been an o2 client for more than two years and connected home spot 5g a month ago and I can no longer live without the Internet, it does not work stably

o2_Paul
Benutzerebene 7

Hi @Tomass and welcome to our o2 community 💙

Thanks for sharing this with us. I have just checked the mentioned location for issues.
It seems that there are two radio towers with performance issues around you. Those are responsible for the slow internet. 

You can also check this yourself with your accurate position by using our o2 Live Check. There you can also report a problem or performance issues, which you should do, so our network tech team checks the radio towers.

I can see, that the performance jumps periodically, this may differ from time to time because of other users using the radio tower simultanouesly. I can not tell you when the issue will be fixed, but I hope for a fast recovery. What tariff are you using? Maybe there are some other options like DSL, that are a bit more reliable for usage 😄

Best regards,
Paul 

News for you: https://hilfe.o2online.de/o2-news-3
T
Rang

O2 home M100 Home spot 5g

 

I signed a contract for two years and for a whole month I have no Internet, what can be done in this situation?? the work may be another month or two, maybe you can switch o2 DSL or something so that the Internet is stable?

o2_Paul
Benutzerebene 7

Hi @Tomass,

thank you for the further information. No internet/slow internet is something that can drive one crazy, I can totally emmpathize that 😄
Have you already reported the performance issues?

Of course it would be our first priority to check if we can fix the current situation by addressing the issue. If that does not work, a change in technoligy to DSL for example would be the other way. Have you checked, which technologies there are available for your address? You can check this really quick in our availability check.

Let me know if you have reported the issue in our Live Check and if you have got an answer on this by our network team 💙

Best regards,
Paul

News for you: https://hilfe.o2online.de/o2-news-3

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