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My O2 DSL internet stopped working since a month and it's not fun !.



Well, it's getting disconnected frequently, like around 10 times in the evening while watching TV. My bad luck, I reached out to O2 customer care and planned on the occasion of the disconnection issue. No one showed up. Again called customer care and made another appointment. No one showed up.

I called customer care for the 3rd time and this time one customer friendly care person. I'm in it, I'm losing it, the only issue is disconnection. He said everything wants to be fine and he wants to call me back in 10 minutes. That's it, my internet is gone, no more DSL light is on again. And of course, he did not call me until today.



Again called customer care and scheduled to arrive for the 4th time, I was told that the technician had come to the third time near my building and checked the line from outside the building and went back. He probably did not understand that. May be a shy person and did not want to enter my apartment.



Anyway, 4th time the Deutsche Telekom technician showed up. Not really, he says that the Deutsche Telekom line is completely fine and problem ought to be with the router. I borrowed a Deutsche Telekom router from my colleague and tried to connect, no luck, it did not accept the username / password provided in the O2 contract. Customer care says that O2 DSL, of course, O2 is very special.



And then starts my countless no. Of calls to O2 customer care and finally a great guy decided to send a new router after completing all the procedures for 1.5 weeks! Everyone promised they will get back but they did not.

Received a new O2 router today and tried connecting it. The only progress is that DSL light is flashing and I am stuck on `start page`. It suggests to check the cable to router.



Again I call the O2 customer care, tried resetting the router, no luck. And they have another appointment on next week Tuesday with Deutsche Telekom technician. Seems like I'm doing home office while it's not easy with my mobile phone. Seriously, is this how O2 treats their customers? I am very disappointed and I can not believe this child of customer support from O2.



My customer number: xxxxxx, if there is anyone who can suggest my solution, please let me know. Canceling contract wants to be the next option. Of course.





Edit o2_Flo: Personal Data anonymized.

Hey @RamRag,

welcome to the o2 Community :)

Please be patient for a while. A moderator will answer you here as soon as possible.



Greetings,

Flo
My O2 DSL internet stopped working since a month and it's not fun !.



Anyway, 4th time the Deutsche Telekom technician showed up. Not really, he says that the Deutsche Telekom line is completely fine and problem ought to be with the router. I borrowed a Deutsche Telekom router from my colleague and tried to connect, no luck, it did not accept the username / password provided in the O2 contract. Customer care says that O2 DSL, of course, O2 is very special.





There is nothing "very special" of the O2 network...

The problem is that moste provider router are design for there own networks.

And this router (if you could buy them) some times are cheaper that regularly router (e.g. AVM Router). So the provider most of the times is not building inexpensive router for the competitor.

So O2 is not more or lesser "very special" than all other provider.

And how one could imagine if a router telekom carries routers in the name. Is this particularly well suited for the telekom network. And older models only work with the telekom network.

And all Nassery parameter could be find her https://www.telefonica.de/impressum/schnittstellenbeschreibungen-der-netzbetreiber-nach-fteg-5.html

If you would like to use you own router...


  • Don't buy provider router
  • Don't buy AVM 73x0 router (very old, out of any support from AVM)
  • AVM 75xx OK
  • AVM 3490 OK
  • AVM 7490 OK
  • be.IPplus OK
  • and may other search in the forum
Hi @RamRag,



Sorry to hear about the trouble you stand right now with your connection. But at the moment there is nothing we can do but waiting for the results of the next appointment. One thing left to try is to borrow the router from your colleague again. Your connection did not allow any devices from other provider. I changed this to go on with finding the default. Please note that there are different login information for foreign routers. You will find the access data at Meino2.



KR Manga
Here is the way in pictures.

U will need the information under Username, Passwort (2nd picture).

The picture is missing the data, O2 moderators are somewhat hysterical



Thank you all for the super quick responses. The router I borrowed from my colleague is Speedport neo. Is it compatible with the O2 DSL? If it is, then I would consider borrowing it again. But seriously, how can it be so hard to make it work with a brand new O2 router itself 😞
The Neo has some issue with the telephone.

But internet should work.

It is just an option to use the router. If the intern is working.

Normally the O2 router is working, but may be the new one has a problem

If the Neo works than than lane is ok, that more a way for diagnostics.
@RamRag the Speedport Neo should work with O2 with the newest Firmware. But for the installation you need to use the profile „anderer Anbieter“.

For easy use and no problems at the technical hotline from O2 i prefer a Fritzbox 7530. best regards.
Hmmm I can give that a try, but what I have are O2 HomeBox 6441 and the new one I received is O2 Homebox 6741. Less likely that both routers not functional. So I am not sure if it is worth trying again with Speedport neo which is not a O2 router. I did try entering data in 'anderer Anbieter'



Thanks all again for the support.
@RamRag only question for sure. You get the O2 Homebox 6741 directly from O2 for rent or you buy from eBay/private person? O2 Homebox only works, if you rent them directly from O2. Homebox are connected with the customer id and work only for this customer.



if you can’t get a internet connection with the o2 Homebox make again tomorrow a technical ticket at the Dsl hotline.

phone number. 0800 52 51 37 8
@RamRag You could only win...

If the Neo is not working we are sure the lane is defect.

If the Neo works we know the lane is OK and the router is defect.



To: "is not a O2 router"...

You could use nearly any router in Germany to connect to the internet, that is design to work in the German network.

Any router does not mean the router that was designed by providers before the free router option was chosen and sponsored. The second group are the routers that are rented by the providers.

The neo is one of the older routers (2015) so it may be that the telephony does not work.

Ther is nothing special to the O2 Network. O2 uses the telekom infrastructure.
Yes, I received the O2 Homebox 6741 fro O2 via post. I did not buy any router myself.

There is an appointment for Tuesday. But I am not optimistic that someone arrives. Because on the last 3 out of the 4 appointments no one showed up.
One more question. Are you all the employees of O2 or only some of the answers are from O2 employees? I can't believe how can fixing the internet of a frustrated customer so difficult?

Why is not anyone not bothered? Do people have infinite supply of patience here?



It's really the worst customer support I came across in my life. In the so-called third world countries the customer support is way more reliable and quicker.
Ok. Wish you the best for Tuesday. In what town you live? Hears for me like big town like Hamburg or Berlin, because the Telekom technican don’t showed up.

Hope to read good news from you at Tuesday evening. Best regards.
Berlin. Thanks for the wishes. I wish I can give good news.



BTW, I only heard horror stories about pathetic situations of others having internet troubles. I was not sure whether to believe it or not. Now I know. It's the monopoly without any damn competition causing such a degradation of service.
@RamRag i am a normal customer like you, who try to help other customer. Because of my status „Expert“ i have contact to O2 Moderators who are employed by O2. If it’s going wrong again on Tuesday, I inform a O2 moderator directly about your problems.
@Joe Doe

Thanks for explaining that and the support so far. It certainly helped to be optimistic once again.

Wish you a nice evening.
O2 employees have an "O2_" prefix.

The problem for O2 is that the field service is from the telekom because the using ther infrastructure. So the bad service is not from O2 it is from the telekom.

We are bothered. But in may case the Internet runs since 2003 with out any interrupt.

So you have a little pech at the moment.
@Joe Doe @schluej @whoever else can help, no one showed up on the appointment today also. While calling customer care, they are saying no one will come today as the issue is with the router. But I already got a new router and the error message seems different today. I have attached the screenshot.



Please someone help me out. I don't really have any clarity on what is going on w.r.t my broken internet from a month. Every time I speak to the customer care, they say different things and I am confused. One person also mentioned that I should be getting a new router tomorrow. I already have a new O2 router from last week. I received a SMS today that my ticket(7571112) being closed, but no internet.





Many thanks in advance.
@o2_Manga @o2_Flo Please look into the issue and let me know the status of whatever is happening. I didn't get any meaningful answers from long waiting call to the O2 customer care.
So, the O2 customer care is sending another router to me.



@o2_Manga However, I got my colleague's speedport neo router this evening which works with his Deutsche Telekom internet, but does not work with my O2 internet. Both the lights are light orange(At my colleague's home, the left one was light orange and the right one was green.



So, I am not sure if it could be the problem with the connection point itself. And I seriously doubt if the new router can help solve my internet problem finally.
The NEO will not work, because of the VLAN ID of 8 you will need 7.

In the NEO OS there is o option to change the VLAN ID from 8 to 7.

If the telekom is not changing the OS of the NEO, the NEO is unable to work with the O2 Network.

You could try to load the new OS.

https://www.telekom.de/hilfe/geraete-zubehoer/router/speedport/weitere-speedports/speedport-neo

The new OS is from April this year.
@schluej

Tried the suggested new update. No luck getting internet.

Had an appointment on last Tuesday, no one showed up. Had an appointment today again. O2 cancelled the appointment while I was waiting at home. O2 generously gave another appointment for 5th August, not sure why.
@RamRag i am a normal customer like you, who try to help other customer. Because of my status „Expert“ i have contact to O2 Moderators who are employed by O2. If it’s going wrong again on Tuesday, I inform a O2 moderator directly about your problems.

It went wrong on Tuesday, also today.

No one showed up. Again there is another useless appointment on Monday most likely. O2 is being merciless on me.
@o2_Manga @o2_Flo @o2_Lars

Could you please confirm there is an appointment on 5th August 08:00 to 14:00? Please check once again and let me know. And please inform me in advance if there is a cancellation, not while I am waiting at home on the appointment day.



The worst part is: After all these appointments and router reset crap, you don't even know where the problem is. Also, this week there was again a plan to send another new router from your side, don't know what happened to that plan. But all of sudden, again O2 customer service switched to "issue with DSL line" crap and then started the series of useless appointments once again where no one shows up.
@RamRag i have fear to ask. No technican show up today?

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