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No DSL Internet in Frankfurt - Please help?


Good Morning,

I have no Internet or Telephone at my house in Frankfurt since Friday, is there a problem in my area?

Also, my German is not very good, can i contact o2 by phone or email in English?

I do not understand the options when i call the hotline, please help?


15 Antworten

Hi,

how is the lightning at your router, what is blinking, what lights up stable in wich color ? Which router is in use ?

Greetz

Hi,

Thanks for your help.

The Power and WLAN are stable, and DSL is blinking.  No other lights.

My neighbour called the Hotline today and the message said there 'might' be problems in my area.

There has been no connection since Friday so i will try and get someone to telephone for me tomorrow.

It's really poor service to be down for 3 days

Hi,

blinking DSL light means that there is no DSL connection, for help you must open a ticket at th o2 technical service, this you can do by calling the o2 technical hotline 0800-5251378 (for free, but you must understand german because of the german voice menue) oder you wait here for an o2 worker who sometimes take a look here, maybe this one can help you.

If you want to wait here please write your landline number into your community profile.

o2 is not the owner of the landline they are only rent the line for you, so if the disorder on the line they also must wait for the line owner.

Greetz

Hi,

Thanks for the advice, this is what i did yesterday and will have to do today.

I appreciate o2 is not the owner of the line, but i don't pay a provider, i pay o2 so if there is a problem with the line, they should at least inform me. 

They used to provide support by email in English but they have disabled this feature and although they don't own the line, this is still very poor service from o2.

Best Regards,

Dave

Moin Moin,

i think you will find no end user providers that will inform there customers about line trouble.

And even as a business customer you have to pay for active monitoring.

As a tipp you could place the land line number in Profile bearbeiten in the field Telefonnummer and than scroll down to Fertig an click on it. Maybe that @o2_Lars‌ could be so kindly and take a look on it.

Hi @daveb,

in your area are actually no known issues.

For trouble-shooting, did you totally power off your router (about 1 minute) an then restartet it?

DSL-LED still blinking?

Greetings,

Emanuel

https:///external-link.jspa?url=http%3A%2F%2Fg.o2.de%2Fcommunityeinstieg | werde https:///external-link.jspa?url=http%3A%2F%2Fg.o2.de%2Ftestprogrammund teile deine Erfahrung mit uns in https:///external-link.jspa?url=http%3A%2F%2Fg.o2.de%2Fangetestet | https:///external-link.jspa?url=http%3A%2F%2Fg.o2.de%2Ffree

Hi,

Thanks for your help and for logging a ticket.

I completely powered the router down several times (1 min, 10 min, 30 min, 2 hours) and it is always the same when it restarts.

I downloaded the o2 software at my neighbour's house, ran it at my house and it identified an issue but could not fix it.

Since Friday it has not worked and i have tried everything suggested on the website and the issue remains.

I am certain the issue is the line and not the router.

Do you know how long it normally takes to fix such an issue? 

I depend on Wi-Fi for work and have used my full monthly data allowance on my o2 mobile phone because i had to use at as a hotspot so i could work at the weekend

Best,

Dave

Hi @daveb,

I am certain the issue is the line and not the router.

Looks like -> ticket.

I just wanted to be sure that the router didn´t simply hang up.

Do you know how long it normally takes to fix such an issue? 

Depends on the problem 😉, i can´t tell you a timeframe at the moment, sorry.

Technicians will do as fast as possible.

Greetings,

Emanuel

https:///external-link.jspa?url=http%3A%2F%2Fg.o2.de%2Fcommunityeinstieg | werde https:///external-link.jspa?url=http%3A%2F%2Fg.o2.de%2Ftestprogrammund teile deine Erfahrung mit uns in https:///external-link.jspa?url=http%3A%2F%2Fg.o2.de%2Fangetestet | https:///external-link.jspa?url=http%3A%2F%2Fg.o2.de%2Ffree

Hi Emanuel,

Thanks again for the reply and your help.

Is it worth me calling via the phone as well or I should just wait now?

Best,

Dave

Hi @daveb,

everything needed is done .

Actually we just can wait for the report/solution of the technicians.

Greetings,

Emanuel

https:///external-link.jspa?url=http%3A%2F%2Fg.o2.de%2Fcommunityeinstieg | werde https:///external-link.jspa?url=http%3A%2F%2Fg.o2.de%2Ftestprogrammund teile deine Erfahrung mit uns in https:///external-link.jspa?url=http%3A%2F%2Fg.o2.de%2Fangetestet | https:///external-link.jspa?url=http%3A%2F%2Fg.o2.de%2Ffree

Hi Emanuel,

Good news/bad news.

I received an email yesterday for my ticket, asking me to select a time for an engineer to visit.

I selected 14:00-20:00 and took a half day from work to be available.

It is now 19:10, i received no phone call, no email, no contact and i have now wasted a full afternoon of my time.

The good news, the connection is restored and working again (i thank you and the colleagues for all your help with this ticket) but it is dissapointing i had no connection for 5 days, i have had to take time from work during a very busy period for an engineer who never turned up and other than this forum, i have had no contact, no information, no report why it failed, what has been done to fix it and if it could happen again.

Other than this forum and the help from you and the colleagues on here, this is really dissapointing service from o2.

I am happy the issue is finally resolved and i have a connection from home again but wish someone had contacted me before i wasted all this time.

Best,

Dave

Benutzerebene 7
Hello @daveb,

I had a look into this issue.In this case it was passoble to solve it woithout the technician having to enter your home since the error occured outside of your home. After fixing it the technician checked the DSL connection and a synchronous connection was seen.

Under some circumstances it is necessary that a technician needs to enter your home for firther measurements, but not in this case.

 I'm glad to hear that your connection is up and running again ☺️

Regards,

Lars

Hi @o2_Lars‌, Emanuel, All

The connection has gone again.

For the last month, the router drops out during the night and i have to restart it in the morning to get a connection.

Last night it worked fine at midnight, this morning, all lights on the router were lit but there was no internet on any of my devices and my home phone had no connection. 

I restarted the router, and now DSL and WLAN lights are stable and there are no other lights, no internet, no phone.

Please have this investigated immediately. I was due to perform 2 Skype interviews from home this morning before going to the office and i now i must make other plans.

This service is very very poor.

I will also not be available for a technican, until they have checked all connections outside the house, i cannot afford to waste anymore time for no-one to turn up or even call me.

I can be at the house in 15 minutes, so if an engineer needs access, they can call me on my mobile phone.

Please confirm an urgent investigation is started?

After 10 years of good service, the last 2 weeks have been a disaster and i will begin to look at other providers as i cannot be without a service i am paying for an rely on.

I also ask, what compensation o2 will now offer me for 1 week of no internet services and the time i had to take out of work for nobody to turn up or even contact me?

Regards,

Dave

Hi @daveb,

sorry for the trouble this night.

The disconnect had nothing to do with your connection itself.

Probelm is fixed since 8 am and everything is working fine (and will so in future).

Greetings,

Emanuel

https:///external-link.jspa?url=http%3A%2F%2Fg.o2.de%2Fcommunityeinstieg | werde https:///external-link.jspa?url=http%3A%2F%2Fg.o2.de%2Ftestprogrammund teile deine Erfahrung mit uns in https:///external-link.jspa?url=http%3A%2F%2Fg.o2.de%2Fangetestet | https:///external-link.jspa?url=http%3A%2F%2Fg.o2.de%2Ffree

Hi Emanuel,

Thank you for confirming and for your help.

Regards,

Dave

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