Hello @Mariamt ,

welcome to the o2 Community .

The VoIP-PIN should only be used in a few cases when you are using a HomeBox from us. Are you using a HomeBox or are you using a different model?

Kind regards, Sven

Hello Sven.

I'm using an 02 home box 6742 and the Zugangs Pin ist required during the installation process through your meinO2 app.

After endless calls to both you German and English help line,  I was able to make a termin with a technician. I took a free day at work, I'm still waiting... and no one is showing up.

If this goes on, how can I terminate the contract as the service is not being provided?

Regards,

Maria

Hi there!

My O2 internet connection doesn't work. After hours calling both the O2 helpline in English and German, I managed to register the problem. Then a man called me back later to make an appointment with a technician. I asked for a day off from work... and the technician didn't show up. No message, no phone call...nothing at all.

At this point I don't know what to do. The only alternative I can think of is trying another internet provider.

Anyone in this situation? Do we have customer rights to be aware of regarding this? As a last resort, how to cancel the contract?

Maria

Edit o2_Sven 15.12.2023/17:36: Merged threads

Hello @Mariamt ,

as the technician did not show up, we'll almost certainly also get a negative response to the appointment. You should be contacted again after this to make a new appointment.

Kind regards, Sven

@Mariamt Where does the o2 router come from? Is this really a rental device sent directly from o2 or purchased / obtained privately?

The router comes from your very own web page:

• Wähle deinen WLAN-Router:https://www.o2online.de/e-shop/Router-Auswahl/dHlwZT1EU0xfVEFSSUZGO3RhcmlmZj1vMnNob3A6OmJlc3RhbmRza3VuZGVuLW8yLWhvbWUtbC0yNTBtYml0cy1kc2wtcGFydG5lcmthcnRlO3BhY2tzPQ==

HomeBox 3

WLAN bis 6.9 GBit/s

2 LAN / 1 WAN-Port

Wi-Fi 6-Technologie

Integrierte Telefonanlage

o2_Sven , yeah, after asking for a day off from work to wait at home and for the technician not to come, today I was sent a message asking me to wait a couple of days more to resolve the problem. I still don’t even know what the problem is or when it will be solved… but just wait.

If this goes on I want to please ask how to cancel the contract so I can look for alternatives.

Regards, 

María

@Mariamt if you must enter by a Homebox 3 the VOIP Pin I have fear have you are wrong connected in the DSLAM. In German „Verschaltet“

Can you please call tomorrow the again the English speaking hotline and told them this?

I try to call and they put me on hold.

I already went through this a week ago (I had to call several times, I opened an incident, they called me back to make an appointment with the technician... no one showed up, no one contacted me again).

Please, at this point I ask again: can the contract be canceled?

Maria

I have kept calling the help line and a recorded message responds that I must wait at least 30 minutes for someone to assist me.

As if this wasn't bad enough, I get a message from O2 saying that my reported issue (Ticket 9112523) has been closed. Calling the first time, making an appointment, waiting for the technician…. for absolutely nothing.

Maria

Almost two weeks have passed since the line activation date. I still have no internet, after the failed appointment with a Telekom technician, no one has contacted me.

Can you please tell me how to cancel the contract and return the router?

Maria

Three weeks ago I contracted an internet line with you. You then informed me that the line would be active on December 13. It did not worked.

I called many times your help line, opened a case, made an appointment with a technician who never showed up and... you just closed the “ticket”. 

I still have no internet and no one has contacted me.

Can you please tell me how to cancel the contract and return the router?

Maria

Edit o2_Antje: Threads merged / 25.12.2023 

Same

Na super…

Moin,

you rent the router from O2 directly? Or do you buy the router from a private person.

The HomeBox will only work if you get the HomeBox directly!

You do not need the app to setup the homebox enter o2.box oder 192.168.1.1 while you are connected to the HomeBox.

Hello @Mariamt,

I'm really sorry that your internet connection is still not working. Unfortunately, due to a malfunction, another technicians visit is required. To make an appointment, please call our English hotline on 089/666630081 so that our staff can arrange a suitable time period with you. Please note that the technician must have access to your appartment and the main distribution board in the house (usually in the basement). Please contact your landlord or property management if you do not have access.

Unfortunately, it is not possible for us to arrange technician appointments here in the Community.

Extraordinary termination is possible if the technician determines that the telephone line cannot be repaired. This would be very unlikely and I am sure that the problem can be solved quite easily.

Best regards

Giulia

Dear @o2_Giulia ,

I already called your help line. I already made an appointment with a technician and waited for a day off for nothing, since the man didn't show up.

O2 closed the ticket without saying a word to me...

And you are telling me that it is my responsibility to start over to solve the problem? And that should I pay for a service that you are not providing? Is this legal in the EU?

How many times do I have to spend my money calling? How many times do I have to wait for a technician who doesn't show up? The operation of the service is not the responsibility of the client, but of the company.

I contracted the monthly rate, so it is my right to cancel the contract.

Once again I ask that you inform me how to proceed.

Maria

Hello @Mariamt,

We cannot make a decision about an early termination of the contract here in the community.

The easiest way to cancel is our online cancellation form. You can of course also cancel by letter or by telephone.

However, I fear that an extraordinary termination will not be granted if there wasn’t any technician appointment on site.

The normal proceedure would be to make an appointment with a technician first.

Please let me know if you have any further questions.

Best regards

Giulia

@o2_Giulia , there was an appointment with a technician, made thanks to my efforts. He didn’t show up and it was O2 who closed the ticket (number XXXXXXX) and never ever contacted me again. 

If after this I do not have the right to terminate the contract, it will be something that I consult legally. O2 is not provinding a service I paid for and does absolutely nothing to repair the situation, except to place the responsibility on the client.

If you do not have your own technicians and cannot provide a service (depending on an external technical service), it would be ethical to inform people about this.

Regards,

Maria

o2_Giulia, 29.12.2023, 16:11: personal data deleted

Hello @Mariamt,

please don't misunderstand me, I don't want to stop you from terminating your landline contract and I can understand your frustration.

However, it may be that the cancellation is not accepted and an opportunity to repair the DSL line is requested.

Normally, if your landline connection fails, you are entitled for a compensation, which you can apply for here: Antrag auf Entschädigung (after the connection has been repaired).

I ask for your understanding that we in the community cannot make any decisions in this regard. But we'll be happy to help you if you have any questions.

Best regards

Giulia

Oh, an opportunity to repair the DSL line is requested?

Then let me ask you this simple question: why did O2 close the first ticket if the problem had not been resolved? Wasn't this an opportunity to fix the line? Maybe it wasn't the right time?

Does this “opportunity” mean that I continue calling a help line, making appointments with technicians who don't show up (at the expense of taking time off from work)?

It's been more than a month since I contracted the line and still without connection. One month. In the year 2023 (almost 2024). 

For the people who read this message: there are much faster and more reliable options. Keep this in mind and save you unnecessary trouble.

Maria

Hello @Mariamt,

I'm really sorry that you are so dissatisfied and want to cancel the contract. I can really understand your displeasure.

Have you submitted your cancellation in the meantime?

Best regards

Giulia

Yes, I have sent the contract cancellation request asap.

Regards,

Maria

Hello @Mariamt,

Your contract is now terminated by January 29, 2024. You will receive a confirmation by letter in the coming days.

Please note that you can still apply for compensation for the downtime period with the a.m. link.

The homebox has to be returned to us. Please use our router return portal. You can download and print out a returns slip there or alternatively download a mobile parcel stamp onto your cell phone. Return shipping is done with DHL and is free of charge.

If you have any further questions, please let us know.

Best regards

Giulia

O2 just sent me an invoice for 152 euros!!! 

Why do you charge me this? I have not used any internet, I have not had a connection for a single day, how is this possible?

I can't even see the bill through my O2.

Maria Toribio

Edit o2_Antje: Personal Data removed / 18.01.2024