Warum O2
Warenkorb
 Service
Frage

Very Slow Internet 02 Homespot - Cancelation possible?

C
Rang

We moved house and took our Homespot with us. It had always worked perfectly… but now it is so slow that is is almost unusable.

Theoretically we live in an area with sufficient signal, but in practice, even the LTE on our smartphones is also very slow. I suspect this is the problem.

I think we need to be connected to the Festnetz. But I don’t know if this is possible and I don’t know how to contact 02 Customer Services.

Does anyone have any tips on how to make the internet faster?

We called 02 once and they just made us unplug everything a million times and it didn’t help.

 

(Moved to our english (mobile) community, o2 Michi)

8 Antworten

A

Theoretically we live in an area with sufficient signal, but in practice, even the LTE on our smartphones is also very slow. I suspect this is the problem.

I think we need to be connected to the Festnetz.

Hello @cbg2021 and welcome.

First of all there is a special forum for english speaking customers:

https://hilfe.o2online.de/english-o2-community-69

To check out the “hardnet” - connection (Festnetz ;) ) here you go:

https://www.o2online.de/e-shop/internet-festnetz

It looks like you have the HomeSpot-Router (Askey), so could you please make a screenshot of the

“3G / LTE Status” of your router. Of course, you have to enter the router’s menu.

If you don’t know how to handle it just tell us your ZIP-Code and the names of streets of nearest road crossing. Don’t tell your private address here!

Greetings

Joachim

C
Rang

 

C
Rang

Thanks for the reply Joachim! Great to be in touch!

A

Hello @cbg2021 ,

so this is Berlin Gesundbrunnen I think. Looks great so far, cause every tower in your surrounding sends on the Bands 3, 7 and 20. But as Berlin ist not a small town it may be, there are much too many users on their way. The tower you are logged in is to be found in Badstr. corning Gropiusstr.

Is there a possiblity for you to place the router in this direction? Here a screenshot:

You are logged in the station left top, eNB ID 23612.

Hth

Greetings

Joachim

C
Rang

Hallo Joachim, thanks so much for the advice. Unfortunately it has not helped at all. The speed is still very slow. Sometimes it is so bad that webpages simply won’t load or we can’t listen to the radio, let alone use zoom (which is very important for our work!).

What are the other options? Can one swap Homespot for an actual web connection? The situation as it is cannot continue. What can you recommend?

 

Thanks,

 

Clem

A

Hallo Joachim, thanks so much for the advice. Unfortunately it has not helped at all. The speed is still very slow. Sometimes it is so bad that webpages simply won’t load or we can’t listen to the radio, let alone use zoom (which is very important for our work!).

What are the other options? Can one swap Homespot for an actual web connection? The situation as it is cannot continue. What can you recommend?

 

Thanks,

 

Clem


Hello Clem,

I don’t wonder, cause it’s Berlin. Not only users with e. g. HomeSpot Contracts are logged in the same time but also all mobile users using O2 net.

Did you already checkout for Festnetz-Connections?

https://www.o2online.de/e-shop/internet-festnetz

If you’re lucky, there is a a cable-connection in your house. This would be the quickest way to get HighSpeed Internet. If only there is V-DSL possible it may happen, that no Ports/Lines/Whatever are free thus you’d have to wait til one becomes free. This may dure days, weeks or even months.

As far as I know you normally can’t get out of contract, but as you moved house and therefor the circumstances have changed I see no border that can’t get teared down for you.

As I’m none of the official moderators you can stay here and wait for about 5 til 7 days until an official moderator will help you further. Otherwise you can contact the Hotline, but I’m not sure if there’s a special line for English speaking customers. At least I repeat the english forum:

https://hilfe.o2online.de/english-o2-community-69

I press you the thumbs, as we in Germany say! (Ich drücke Dir die Daumen)

Best regards

Joachim

C
Rang

Hi there,

I moved house with my o2 Homspot. I let o2 know and they told me the connection worked well, which it did for one month. Then suddenly it became impossible to make calls and the internet was painfully slow.

I have probably called the hotline more than 10 times with this problem. The first times they made me do a test that meant that put the sim in my phone and it worked… but the issue was never it not working it was that it worked extremely slowly. There were many times they said they would call me back and they never did. My latest experience was asking me to hold and leaving me on a silent line for 30 minutes until I eventually had to hang up.

I now want to cancel this contract as it is having a desperately bad impact on my work (which has had to be done from home this whole time!) When I call to ask this they leave me on hold or say they will call me back and never do… so I am at a loss on how to handle this. 


Do I have to write a letter? and from peoples experience how long does this take to be answered whilst still having to pay for the contract?


Any help is gratefully received thank you!

Edit o2_Lars: Moved to existing thread.

 

o2_Lars
Benutzerebene 7

Hello @cbg2021, welcome to our o2 community :-)

I merged your two threads together so it will be easier for us all to keep track :-)

It is always unfortunate if one does not reach the internet speed that is expected. There are several possible reasons that can cause a lower internet speed. If I read right, you already tested the SIM card in another device an recieved a low speed, is that right? Have you maybe already tried testing another o2 SIM card in any of your devices? Do you maybe recieve a higher speed?

What contract exaclty are you using iwth your o2 Homespot? You will find the exact name on your monthly invoice.

Regarding the cancelation of a contract to the end of its term we have a page with all necessary information. If you want to cancel to an earlier date I recommend to write a letter to our customer service and describe the situation. This will be looked into and you will recieve a written answer.

Regards,

Lars

≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋

Deine Antwort


Allgemeine Nutzungsbedingungen der O₂ Community
© Telefónica Germany GmbH & Co. OHG Telefónica