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Very Poor SIM Connection

  • 10 February 2024
  • 7 Antworten
  • 45 Aufrufe
A
Rang

I have had a SIM contract for nearly 21 month with O2 now It used to work rather fine in my home, had quite a lot of disturbances once in a while but I did not expect much from O2 so I went with it anyway.

Now since more than a month ago Its coverage has almost totally dissapeard.I have a weak connection for max 2 or 3 hours during day, Rest of the day totally no Internet. 

Situation is unbearable for me now. How can I terminate my contract? Is there no legal procedure I can go through and be refunded for my losses? because this is definitly not according our contract. I pay O2 to receive a minimum proper connection which I obviously do not right now. 

This is the first time I write here as my other communications either go unanswered or I receive petty excuses. 

What is the solution to make O2 accountable here? 

Edit o2_Bianca 11.02. 16:05Uhr : Moved from Mobilfunk Vertrag&Tarife to English o2 Community mobile

 

7 Antworten

o2_Steffen

Hello and welcome to the community @AntonyMegh.💙

I would suggest that we take a closer look at the situation in your area first.

What information did our live check provide when you entered your address there?

Could you also provide us with an approximate address near you so that we can take a closer look at your area (please do not mention your exact address here for privacy reasons)?

Thank you very much. 👍😊

Best regards

Steffen

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A
Rang

Thanks for the reply.


***
Eine Basisstation in der Nähe funktioniert im Moment nicht einwandfrei.

In diesem Bereich kann es Probleme beim Telefonieren und Surfen geben. Wir arbeiten daran und bitten um Verständnis.

Update um 10:08 (halbstündliche Aktualisierung).

***
Above is what I get from livecheck.
Bernburger str. Köthen. This is my approximate address.

bs0
Rang
Benutzerebene 7
Abzeichen +7

Then you should register that you are affected by the fault so that you can submit a claim for a credit to your account once it is fixed. You can do this directly in the live check. A refund is only possible for the time the service is completely unavailable and only from the date you notify o2.

Concerning your contract, unfortunately there is no guarantee of a minimum service in a specific location.

In einem Diskussionforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
A
Rang

According to this clause of the contract:
Geschwindigkeiten des Internetdienstes und Abhilfen bei Problemen Geschätzte maximale Datengeschwindigkeit 10 Mbit/s im Download und 5 Mbit/s im Upload. Bei der jeweils angegebenen Datenübertragungsrate handelt es sich um die technisch mögliche Maximalgeschwindigkeit. Die tatsächlich und durchschnittlich erreichte Geschwindigkeit kann davon abweichen und ist u.a. abhängig vom Endgerätetyp und Netzausbaugebiet. Im Falle einer kontinuierlichen oder regelmäßig wiederkehrenden Abweichung der Geschwindigkeit oder anderer Dienstequalitätsparameter zwischen der tatsächlichen Leistung des Internetzugangs und der vertraglich vereinbarten Leistung können Sie unter den Voraussetzungen des § 57 Abs. 4 Nr. 1 TKG das Recht auf Minderung und Kündigung geltend machen.
I want to cancel the contract and I received a lot of damage, about 700 euros, I did not have internet during this time

o2_Gerrit

Hello @AntonyMegh,

That is unfortunate that our services are disrupted at you address.

Did you already register it for your number(s)?

You can request a premature cancellation via our cancellation form or via your Mein o2 account. The colleagues from our specialised department will then check whether it is impossible from our side to provide our services to you at your address.

Regards,

Gerrit

 

 

A
Rang

They deducted money from me while I didn't have internet, besides, I have suffered damage, how can I return the amount?

o2_Gerrit

Hello @AntonyMegh,

If you have registered the service disruption you will be informed when it will be fixed. Then you can send an application for compensation to us.

Regards,

Gerrit

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