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DSL router not sent 2.5 months after signing a contract!

  • July 2, 2017
  • 6 Antworten
  • 329 Aufrufe
maydaa
Besucher:in
Dear o2 team,

I have signed a DSL contract almost 2.5 months back, was told that it will take time to get the connection (as it's Telekom owned) which I understand. 

I was told too that I will receive the router few days before the technician visit (29th June), but I haven't!

I visited the o2 Shop where I initially did the contract couple of days before the scheduled date, and was told it can still come on time, but unfortunately it didn't!!

I called the customer service (which I struggled for 1.5 hours on hold- as a non German speaker), but now I initially have the service connected but without a router.

Please explain why is this happening, this is something that o2 should have planned a while ago.. you already know that there's this customer who will need a router by this specific date..why is not delays in the delivery!!

That's a shame..and not acceptable!

Thanks!

6 Antworten

o2_Nicolas
  • o2_NicolasModerator
  • Moderator
  • July 13, 2017
Hi @maydaa‌,

first of, the other threads were closed because you had already opened this one. There is no more than one thread needed per topic.

However I unterstand that you are waiting for a reply and would like to apologise that I did not get to your question before now.

As far as your router is concerned, unfortunately I cannot really tell you when it will arrive. The delivery has not been completed due to technical difficulties, which are being worked on. Therefore I do not have a specific time and date for you.

You said that you managed to connect the service, but as far as I can tell your contract is still inactive, awaiting activation.

As you are not forced to use the router we provide, you can also use another one for the time being should you have an older model 😉.

Kind regards

Nico

maydaa
Besucher:in
  • maydaa
  • Autor
  • Besucher:in
  • July 13, 2017
I apologize for that.

Let me just make sure I got you clearly, so If I got a router today and connected it and did the setup, will this work? or there's still some technical activation required from your side?

If yes, what are the specifications of the router that will work with my connection?

Thanks Nicolas

o2_Nicolas
  • o2_NicolasModerator
  • Moderator
  • July 13, 2017
No problem, just to let you know 😉

You should be able to use justr about any router. You can check and compare the specs with those of the HomeBox 2 online: WLAN-Router: Vergleich & Angebote mit DSL-Tarif bei o2 

I realize it is in German, but it should not make a difference as far as the specs are concerned. Be sure it supports WLAN up to 5 GHz.

Regards

Nico

Klaus_VoIP
Legende
o2_Nicolas schrieb:

You should be able to use justr about any router.
Sorry, to avoid misunderstandings, you should write "any router, which ist VDSL2-compatible and follow the german telecomm. specs, e.g. Annex.B, Annex.J, ADSL2+ etc.  😜

Meine persönlichen Meinungsäußerungen als Kunde sind NICHT gesponsert und stellen nur meine unverblümte Meinung dar! Dafür erfolgen alle Inhalte pro bono publico. ;-)
maydaa
Besucher:in
  • maydaa
  • Autor
  • Besucher:in
  • July 14, 2017
Thanks for your prompt response.

One more clarification please, will I need to call the hotline to do any sort of activation, or as long as I can do the setup (with the username,password and configuration data sent by mail) the service should work right away?

Klaus_VoIP
Legende
no dedicated activation required

Meine persönlichen Meinungsäußerungen als Kunde sind NICHT gesponsert und stellen nur meine unverblümte Meinung dar! Dafür erfolgen alle Inhalte pro bono publico. ;-)
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