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Telefónica Germany


Telefónica Germany GmbH & Co. OHG and its brands O2 and Alice belong to Telefónica Europe and are part of the Spanish telecommunication group Telefónica S.A. The Company offers its German private and business customers postpaid and prepaid mobile telecom products as well as innovative mobile data services based on the GPRS and UMTS technologies. In addition, the integrated communications provider also offers DSL fixed network telephony and high-speed internet.
Telefónica Germany’s total access base reached 25.3 million at the end of June 2013.

O2 Service Suite - featuring the all-new Internet First Time Setup (Launch: April 2016)

O2 Service Suite; featuring the all-new Internet First Time Setup (Launch: April 2016)

The well-engineered and extended Internet First Time Setup module includes all components necessary to quickly and simply use a new broadband product, already creating a positive customer experience during the onboarding process. Along with many proven self-care features, this module is now used for the first time in an m2suite.

About m2suite

m2suite is the leading self-care software in the Internet and Telecom sector covering a wide range of service and support topics within the home network. Thus, m2suite is a powerful access point which offers quick and valuable help in most support scenarios. An elegant, self-explaining GUI ensures high acceptance and demonstrably improves customers’ support satisfaction as well as the ISP’s performance indicators.

O2Service Suite home

Features of the O2 Service Suite

Simple First Time Setup of the Home Network

The all-new First Time Setup module contains all components necessary to configure the Internet and the home network, combining them in a dedicated topic desktop. After the installation ofO2 Service Suite, the First Time Setup is opened automatically and an initial analysis is performed. Then, O2 Service Suite guides the users through all further steps. Besides providing router manuals or instructions on how to set up Ethernet and WiFi connections, the First Time Setup module can be enhanced by further ISP features, such as WiFi extenders or Internet telephony.

Depending on requirements and significance, the First Time Setup allows either for immediate or later action. The status of the corresponding areas is displayed on the First Time Setup desktop and processes can be continued at any time. Thus, customer support is perfectly comprised in the O2 Service Suite which is fully tailored to fit users’ needs.

O2Service Suite home

Real-time diagnosis and automated error repair

O2 Service Suite supports daily Internet use by providing information on router management, WiFi optimising and customer account management. Furthermore, the software offers quick and targeted help by the Real-time Intelligent Self-repair feature, real-time diagnosis and automated error-repair.

As soon as an error is detected in the system, O2 Service Suite automatically informs the user, showing a message and suggesting repair possibilities. For many common problems, an automated one-click repair process is at hand. Otherwise, further hints and instructions are provided.

Flexible adaptation to the ISP’s requirements

Based on a modular framework, O2 Service Suite is tailored perfectly to fit the offers and services of the ISP and can be extended by new requirements or technologies at any time. Thus, O2 Service Suite offers a sustainable solution able to develop along flexibly with future needs and trends of digital customer support.

Both topic desktops and modules contained in these desktops can be selected and positioned according to the ISP’s needs, thus providing target-oriented help with high-demand subjects.

For O2, WiFi-related topics and a comprehensive O2 customer service are the key focus. This is why O2 Service Suite offers a dedicated desktop containing a direct contact link to usage overview, customer data and online billing as well as to the O2 community and the web shop.

As of now, O2 Service Suite for Windows systems can be downladed at the O2 customer portal:

DSL Soforthilfe – m2selfrepair for o2 customers (December 2013)

DSL Soforthilfe – m2selfrepair for o2 customers (December 2013)

Telefónica Germany offers their customers a software solution for the independent repair of Internet-access related problems. Based on m2selfrepair, has adapted the DSL Soforthilfe to the specific requirements of o2 and given it its individual look & Feel.

The customers receive a free tool that provides real support exactly where it counts: on the consumer home computer.

The proven concept behind the DSL Soforthilfe – self-care software that offers real support

DSL Soforthilfe helps to guarantee that customers remain online after the initial Internet access setup. Changing configurations, the influence of 3rd party software, etc. – many factors can lead to a disrupted connection. For the most part, these factors are outside of the providers’ direct control – but m2selfrepair enables the diagnosis and repair of many typical errors directly on the consumer’s home computer. DSL Soforthilfe runs in the background and appears only when an error has been detected and repairs it automatically or offers step-by-step instructions for manual repair. This way, errors are resolved before a call is made, reducing costs for hotline and on-site support significantly.

DSL Soforthilfe’s most important features:

  • R.I.S. (Realtime Intelligent Selfrepair): analysis and repair in real-time – DSL Soforthilfe runs in the background and offers support if errors occur
  • D.O.D. (Diagnosis on Demand): the system can always be checked for many error types – in case of an error, the software offers automatic or manual repair options
  • Extra feature: integrated assistant for simple Wi-Fi setup and Wi-Fi broadcast channel optimization
  • Customized design of the user interface with o2 look & feel
  • Detailed router cabling instructions adapted to the products of o2 support the initial Internet setup routine
  • Automatic repair of a broad range of errors regarding Internet connection, Wi-Fi connection, and router configuration
  • Easily understandable step-by-step instructions guide through the manual repair of complex technical problems (e.g. Wi-Fi configuration) – a comprehensive help offers additional support
  • Extensive analysis options: error diagnosis and status reports offer detailed information on occurring problems
  • Full support of Windows 8®, 7®, Vista® (32-Bit and 64-Bit variants) and Windows XP® (32-Bit)

All these features increase the efficiency of support hotline calls (less calls, better prepared customers) and the trust in the provider and its products, and they improve customer satisfaction.

“Using a self-care solution pays off: many leading Internet Service Providers profit from self-repair solutions.”

Our experience shows: self-repair delivers great results – better service and increased customer satisfaction

The use of a self-care software such as DSL Soforthilfe significantly contributes to the improvement of the level of service offered to customers – our long-term leading presence in the area of self-care solutions has proven it again and again. Customers who successfully solve problems with the help of DSL Soforthilfe gain confidence in their Internet provider. They lose their fear of the sometimes confusing technology „Internet“ and feel satisfied with their connection. Specific error descriptions replace desperate complaints such as „My Internet does not work any more!“ and help to build a firm and sustainable foundation of trust between provider and customer.