Hi @EuM_85,



thanks for your message.



Well, I choose to reply in English.



I regret that you have difficulties with the network connection. Did you already check if there is a connection error in your region? You can check that here: https://g.o2.de/netzLivecheck



If you like to cancel your contract, please follow the instructions here: https://g.o2.de/FAQ_Kuendigungsvormerkung



Of course, you just can also send us a cancellation letter to the following address:



Telefónica Germany GmbH & Co. OHG

Kundenbetreuung

90345 Nürnberg



Please also try to use your sim-card in another device. Do you the same connection difficulties?



I look forward to your reply.



Loving greetings,

Tobias

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Hi Tobias,



Yes I checked the coverage map of O2. As I mentioned before I am facing connection problems not only in the country side also in the City center. Think that I am speaking via whatsapp or any othe app to my parrents and the connections is gone complitely. And as I said not a bad connection I am talking about a complete connection loos. So my smartphone becomes a Nokia 3310 without any internet connection (even in the areas that is in the coverage map of O2).



From websited I choosed the technical problem and I clicked to cancel my contract. I would like to know what are my obligations for cancelling the contract. And also if I cancel my contract I want to be able to carry my number to another service carrier.



20 GB and all flat is very good offer for 35 Euro but as I said with this connection quality I can not keep going like this.



Best Regards



Ercan

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Hi @EuM_85,



thanks for your reply.



I understand your disappointment.



I see that you already registered your mobile phone number for cancellation. Please make sure that you confirm your cancellation until 2nd March 2019. Your contract will end then on 29th November 2020.



If you like to terminate your contract to an earlier date, please write a cancellation letter to the address I mentioned before. The cancellation department will check your possibility for an earlier cancellation.



I hope I could help you with this information.



Loving greetings,

Tobias

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Hi Tobias



What are my obligations for cancelling the contract?



Best Regards



Ercan

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Hi @EuM_85,



as I already mentioned, we need a cancellation letter from you to the following address:



Telefónica Germany GmbH & Co. OHG

Kundenbetreuung

90345 Nürnberg



You will then get a confirmation from our cancellation department.



Please be aware of the fact that we cannot guarantee to you here in our community that an early cancellation will be possible. The cancellation department will check that for you. Please mention in your cancellation letter the reason for an early cancellation.



I hope that now all questions are answered.



Loving greetings,

Tobias

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Hi Tobias



Is it possible to make it via mail?



Best Regards

Ercan

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Hi @EuM_85,



I regret, we do not offer any e-mail-support for our customers.



Thanks for your understanding.



Loving greetings,

Tobias

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Hi Tobhias



I tried to call O2 but everything is in German. There is no any other language option so I can not contact anyone.



The most important thing is for the obligations. When the contract is cancelled I do not want to see a crazy bill that I "have to" pay. So it will be much appreciated if someone from your cancellation department gets in touch withme and informs me what are my obligations regarding the cancellation.



Best Regards

Ercan

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Hi @EuM_85,



thanks for your message.



Well, at the moment, we cannot give you a specific answer to your request.



First of all, we need a cancellation letter for your request for an early termination of your contract.



Our cancellation department will then check your request and give you a written answer concerning the termination of your contract.



At the moment, we will cancel your contract on 30th November 2020. This means that you need to pay the invoices until this date.



So, we look forward to receive a cancellation letter from you.



Loving greetings,

Tobias

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