Prüfe mal auf Störungen:  https://www.o2online.de/service/netzstoerung/

Hast Du eine WLAN-Verbindung zum Homespot-Router? Versuche einen PC mit LAN-Kabel anzuschliessen.

Wenn es gar nicht läuft, solltest Du binnen 14 Tagen widerrufen, insbesondere bei einem 2-Jahres-Vertrag. Ein direkter Wechsel zu DSL ist nicht vorgesehen. DSL ist aber i.d.R. zuverlässiger in der Verbindung und weniger störanfällig!

Vielen Dank für den Link. Ich kann sehen, dass die Signale in meiner Gegend nicht stark sind. Und leider hat mein Laptop keinen LAN-PORT und ich benutze nur Wifi.

Die beste Option für mich wäre, es zurückzuschicken.

Ich habe das Gerät zu meinem Arbeitsbereich in Hattersheim mitgenommen, da ich es nach der Arbeit zurückgeben werde und der Signalempfang ist hier wirklich gut. Das heißt, es gibt ein Problem mit dem O2-Netz in Eddersheim und sie sollten nicht behaupten, dass es dort funktioniert.

Es hat mich Zeit und Geld gekostet, all diese Tests selbst zu machen und buchstäblich keine Hilfe von O2 überhaupt, außer diesem Forum.

Eddersheim - oje. Insbesondere unten am Main geht fast kein Netz gescheit.

Meinen Sie nur die drahtlosen Netzwerke?  Oder auch die DSL-Leitungen?

(P.s. Ich übersetze meine Nachrichten vom Englischen ins Deutsche. Hoffe die Formulierungen sind verständlich)

DSL ist problemlos! Mind. 100 MBit/s 

Nur Mobilfunk ist bei allen Netzen problematisch. Erst auf der Staustufe geht es besser.

Feel free to post in english, if this is easier for you!

I went to the store where I took this contract last week and he told me that he cannot help me on this matter. Since I took the contract in the shop, the 14 days policy is not applicable. The only way is to get connected with their technical team while the device is active and they will check, If they think there is an issue, they will send a paper via post and only with that paper the contract can be cancelled. I don’t speak German and to get to the operator, I need to go through tons of selections and speech replies on phone for which I need to find someone who speaks German and is willing to help.

Out of all countries I have ever been to, the most rude and unfriendly customer service with scam-like policy companies are from Germany. I never imagined I would face these many difficulties here. Not to mention how much it affected my impression in my workplace who think I making all these excuses to dodge work (WORK FROM HOME) while I am at home.

Dear @Naveed.Alizai ,

welcome in our community.

Unfortunately, there is no 14-day right of withdrawal for contracts concluded via a shop; this only applies to contracts concluded online and by telephone, as you cannot directly view the contract terms there.
However, I see that you have already made contact and have ordered a DSL tariff in the meantime.
Were your colleagues able to clarify everything for you?

Kind regards,

Andrea

Hello,

Thank you for your reply. 

I had a call with your Customer Service.

This is how they explained:

1. Your “o2 my Home M” wireless contract is cancelled.
2. You will get a text message on your phone number with a link for the address where you need to post back the router.
3. In the meantime, We are immediately sending you a *FREE* sim card with 200 GB Internet and it will reach you the latest by *TUESDAY* 9th March.
4. We created a new contract for you for DSL Tariff and we will post the contract to you.

This is what actually happened:

1. I received a contract on Wedneday 10th March for DSL tariff.
2. *NO FREE SIM CARD*
3. *NO ADDRESS FOR RETURNING THE ROUTER*
4. *NO UPDATE ON THE EXISTING CONTRACT CANCELLATION*

And it is almost a month and I still have no INTERNET. What a great service, THANK YOU! 

Dear @Naveed.Alizai ,

the contract is already cancelled. You can return the Homespot to us via our Retourenportal. Unfortunately, I don't see any entry about what exactly was agreed with you. The DSL order has been taken up and is to be activated at the end of March. DSL tariffs always require a few weeks' lead time before they can be activated, as a match must be made with the line holder.

Kind regards,

Andrea

Dear Andrea,

Thank you for your response.

I should receive some paper in this week so I can return the router back. And for the DSL Tariff agreement, It was over a phone call to your cusomter service. Sometimes these calls are recorded and you might have access to it. I can tell the exact date and time of the call 06/03/2021 at 10:10 AM Central European time in case you wanted to check. But I had already requested for the DSL tariif contract cancellation and got confirmation over the phone call with customer service. Hopefully it is done as well.

Thank you 

Hi @Naveed.Alizai ,

there is no associated contract login connected to your forum account (nothing strange about that, since all contracts should be deactivated).

Have you received the form for the return of the device or should we switch to personal messages to clarify the details?

Best regards,

Kurt

Hello,

Yes, I had received a letter and returned the device last month.

Thank you

Maybe O2 should consider following points to improve customer experience in the future. As someone like me will pay more for the same connection but better customer support.

1. The O2 store representative was very friendly and supportive when I went to make a contract and the next time when I took the device back with me to report that internet is not working, the person’s attitude changed like 180 degrees. He was very rude and not even willing to answer. Instead I had to explain him that I am in a tough situation and my work is stuck and had to request him to assist me. Just wow! I am still amazed
2. Customer support must not commit something that they cannot deliver. I relied on their commitment and it put me in even more trouble.

Hi @Naveed.Alizai, 

thanks for your feedback. 

I regret that the promises that you received from our customer service did not turn out to be true. 

We are doing our best to fulfill the wishes of our customers and to give them the best customer experience. 

Is everything clarified so far, or do you still need our support?

Loving greetings,

Tobias

Nothing else for now.

Thank you