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DSL AND MOBILE CANCELLATION

S
Rang

Hello.

I cancelled my contract (Mobile and Dsl) at the O2 store today (16th Jan 2020).

Reason - I am moving out of Germany and going back to my home country. (Abmeldung end date of registration is 21st Jan 2020)

They cancelled the contract in their system, made me sign a letter and gave me a document called Übertragungsprotokoll. They told me to wait for a week to get a letter from O2 for the final confirmation of the cancellation.

Please let me know the next steps in the process.  

> Till what date can I use the mobile and wifi?

> Are there any further cancellation charges?

> When should I post the modem? - Is this free of charge or do I need to pay for sending the post (to a Telefonice address in Hamburg) 

Your help is much appreciated.

 

Thank You! 

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Lösung von o2_Tobias 23 January 2020, 21:54

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12 Antworten

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Sudarshan i read out that you have 24 months contract. After you have leave you must pay 3 months.

For sending back the o2 dsl Router only use o2 dsl retoure portal. End don’t loose the receipt. 😉

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
o2_Tobias

Hi @Sudarshan,

 

thanks for your request concerning your cancellation because you move to another country.

 

@Joe Doehas already given you some further information what you can expect and what you still have to do.

 

Additionally to that I just checked your cancellation. You received an e-mail that we still need the following documents:

- a notification of your new, foreign domicile (alternatively a confirmation of your employer or landlord)

- your approval for us to charge you the all-inclusive basic fee for 3 months  

 

Please send these missing documents as soon as possible. We can only deactivate your contracts to an earlier date if we have all required documents.   I hope I could be of help to you.

 

If you have any further questions, please contact us here in our English community.  

 

Loving greetings, Tobias

 

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
S
Rang

@Sudarshan i read out that you have 24 months contract. After you have leave you must pay 3 months.

For sending back the o2 dsl Router only use o2 dsl retoure portal. End don’t loose the receipt. 😉

Thank you very much! 

S
Rang

Hi @Sudarshan,

 

thanks for your request concerning your cancellation because you move to another country.

 

@Joe Doehas already given you some further information what you can expect and what you still have to do.

 

Additionally to that I just checked your cancellation. You received an e-mail that we still need the following documents:

- a notification of your new, foreign domicile (alternatively a confirmation of your employer or landlord)

- your approval for us to charge you the all-inclusive basic fee for 3 months  

 

Please send these missing documents as soon as possible. We can only deactivate your contracts to an earlier date if we have all required documents.   I hope I could be of help to you.

 

If you have any further questions, please contact us here in our English community.  

 

Loving greetings, Tobias

 

 

"You received an e-mail that we still need the following documents:

- a notification of your new, foreign domicile (alternatively a confirmation of your employer or landlord)

- your approval for us to charge you the all-inclusive basic fee for 3 months  "

 

Hello Tobias,  Thanks for your response. I haven't received any such mail with the request you mentioned above. I went to the store and gave them Abmeldebescheinigung,  thats it. They told me no more action from my end,  it's cancelled. All I have to do is to post the router to Hamburg. 

However if the documents u mentioned above are still required,  can I send it online? to which email?   

 

 

 

o2_Tobias

Hi @Sudarshan,

 

thanks for your quick response.

 

Yes, the documents I mentioned are still necessary.

 

Please send the documents to the following address:

 

Telefónica Germany GmbH & Co. OHG

Kundenbetreuung

90345 Nürnberg  

 

or by fax to 01805 571 766  

 

Please see the exact procedure concerning a cancellation because of moving abroad here.  

 

Thanks a lot for your efforts.  

 

Loving greetings,

Tobias

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
S
Rang

Thank you Tobias. 

One last question. I am still in Germany till 15th Feb - 

Can I go to the address (Telefónica Germany GmbH & Co. OHG, Kundenbetreuung, 90345 Nürnberg) in person and handover the documents

OR 

i have to send the documents by post?

S
Rang

Another thing is  - 

For the below documents : 

1) A registration certificate of your present place of residence.
2) a notification of your new, foreign domicile alternatively a confirmation of your employer or landlord

I am going back to India and will be staying with my parents. I do not have any job yet. Please let me know how to prove this?? I can provide my parent’s house address for the first question; what about the second question? Is there a form that I can get it signed from my parents??

o2_Jan

Hi @Sudarshan,

you can use this form for providing the outstanding documents, they’ll need to be sent by post or fax to the address/phone number provided in the pdf.

The address is the postal address of our customer service in Nuremberg, so you can’t hand in documents there in person, I’m afraid.

Regarding the notification of your stay in India: if there isn’t any document (yet) of a landlord or employer, you may send in a written note stating that you’ll be staying at your parents and let them sign it, in this case that should do it.

Best regards,
Jan.

Das digitale Wohnzimmer - Unser o2 Community-Treffpunkt -> https://g.o2.de/community-treffpunkt
S
Rang

Hello Jan,

 

The form you sent has ‘Cancellation of my mobile phone number due to moving abroad’ . Is there a similar form for DSL? If yes, please share that. It will be of great help.

o2_Jan

Hi @Sudarshan,

you’re right, we currently have no specific form for dsl; but no worries: you can use the form for the cancellation of your dsl connection as well. :relaxed:

If you want to be on the safe side, you may strike out mobile and replace it with dsl.

Best regards,
Jan.

Das digitale Wohnzimmer - Unser o2 Community-Treffpunkt -> https://g.o2.de/community-treffpunkt
S
Rang

Thank You. 

As advised, I have sent the forms to the address mentioned above. ( I posted on 29th January).

  • For DSL - I posted the DSL box using the Auftragsbestätigung details and posting details shared over mail by O2 team. I guess I got a confirmation of successfully getting the DSL back as well -


Auftragsablauf

28.01.2020

Rücksendeauftrag erfasst

 

30.01.2020

Rücksendung ist eingegangen und wird bearbeitet

 

30.01.2020

Rücksendungsbearbeitung beendet


 

  • For Mobile - I contacted the O2 chat if they have received the post sent to Telefónica Germany GmbH & Co. OHG, Kundenbetreuung, 90345 Nürnberg. They said they have not received the confirmation for cancellation yet! And my contracts are still running and it will end only on 2.9.2021! They told me to send another ‘extraordinary cancellation’. Now I am confused. I don’t know what to do further!


I filled the forms shared in this  link https://static2.o9.de/resource/blob/67636/1514edef53eb4184657eaca1f67ca03a/contract-cancellation-moving-abroad-download-data.pdf

I assumed this was enough. I sent two cancellation forms - one for mobile, one for DSL, city Abmeldung. and a letter with foreign domicile details. 

I hope this will be resolved soon, and I get a confirmation of the cancellation. I also want to know how the ‘3 months’ agreed upon money would get cut and from which month to which!


Regards,
Sudarshan

o2_Jan

Hi @Sudarshan,

good news: your dsl contract has been cancelled on 30/01/20 already and your mobile contract will end on 29/02/20. :relaxed:

This means you will get the last regular bill in March, and some time later, you will receive the bill with the 3-months fee (for cancelling your contract in advance), and then you’re done.

Best regards,
Jan.

Das digitale Wohnzimmer - Unser o2 Community-Treffpunkt -> https://g.o2.de/community-treffpunkt

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