English O₂ Community

Hello O2 community, I have an O2 postpaid contract which is due to expire in November 2018. I have the option to terminate the contract latest by August 2018. I would like to terminate the postpaid contract and move to an O2 prepaid plan and retain my number which came with the postpaid contract.  What is the procedure to do this? Is this option actually supported by O2? Thank you in advance. Karthik

Hello all, I have already lelf Germany but I want to keep my phone numbers. I would like to change the contract to pre paid. isn't it possible? I also need to cancel internet connection, but I need to call the following number 0800 4444115. What is the international number for confirming a cancelation? Thanks 

Hello! I have a o2 DSL ALL-in L with keine Mindestlaufzeit which required a four weeks notice. I send my termination letter to o2 through aboalarm dated 17.09.2017 with proof of submission but i didn't get any response from o2 then I send a letter by post but still I am unable to know the status. Kindly please advice. Kundennummer: DE14255523 Thank you

Hello, I have requested a contract termination, and the thing which I can see from the self service is that the termination will be done in October. I will be leaving Germany on the beginning of next month. Is there a way to pay up everything that is left on the contract ( phone payments+ monthly bills- if the service can not be temporarily suspended)? Is there an option of a temporary suspension on a phone number ( I wont be using the service from beginning of next month)? Additionally I found out that I have been charged for a service that was activated automatically and I haven't used it ( EA games flat), is it possible to make a claim to get it refunded?

Hello I bought "O2 My Prepaid L" package in "O2" shop Berlin. I have paid 40 euro for that Prepaid package. But on your site the price listed as 24.99.Please explain to me how it was calculated as 40 euro? Also, I want to notice: 1. I wanted to pay by credit card but the manager didn't allow me, and just explained that terminal doesn't work, so I paid by cash.2. When I asked about receipt manager said me that they don't have receipts. When I insisted on the receipt he printed me it. More details could be provided by email, a copy of a receipt, the exact address of a shop. Dmitry.

We have been long time customers of O2 Germany. Although their network is not the "best" I always found the price-performance as expected. I even convinced my wife to join O2 in 2014. My wife and I have both started new jobs and each of our employers offer mobile phone contracts. Therefore, a personal mobile contract is with O2 no longer required. I thought this would be relatively easy given that it has been more than 18 months since our original 24-month contract ended. When I called O2 to inform them of the situation the customer service agent was extremely rude, didn't listen and blamed me for not understanding German contracts well enough?! Next, I was informed my contract had been automatically renewed for 12 months in 2016... and then for an additional 12 months in 2017????? This would be ok if it was made clear to me when I signed a contract in 2014 but it wasn't at all, this clause is not even found in the original contract I signed (after some investigating

Hi All,   Sorry, For posting the question in English. My German language is not that good.   I have vacated my house and my friend has occupied my flat. I want to transfer my existing DSL + Landline connection on my friend's name.   Could someone let me know the procedure for transferring the account.   Thanks in advance.   Note: We tried calling customer care. Since, we are not able to understand the German language, unable to proceed further.     Thanks & Regards, Pradeep

Hi there, I'm close to my wit's end, so hopefully, someone here can solve my issue. I signed up for a DSL connection for my new apartment more than a month ago. At that time, the waiting time for a technician from Telekom was around 2 weeks, which was expected. When I signed the contract, I indicated that'd I'd be using my own router, so nothing was provisioned from O2. The technician came on the specified day (10th July), and he did his thing. It was then that I realised that my modem stopped working sometime between moving houses. I called up the helpline to order a HomeBox on the 12th of July. The agent was very helpful and told me I should expect to receive it by the end of the week. Fast forward to the following Tuesday, and the HomeBox still wasn't here. I called the helpline again, the agent informed me that it had already been shipped by DHL and that I should be receiving a shipping confirmation email soon.  I never got

Hi, I know what Fair Use is and I always care about that and try to not get that. But I don't know why, Today I got a reduced internet speed and it says 'Da Sie Ihr Datenvolumen aufgebraucht haben, wurde Ihre Surfgeschwindigkeit am 24.11.2017 auf 2 MBit/s reduziert. Ab dem surfen Sie wieder mit der Maximalgeschwindigkeit Ihres Tarifes. Sie haben die Möglichkeit, Ihr Datenvolumen zu erweitern.'. But I'm sure and I checked my Data Volume details. I have never reached over 3 months in a row. I think I don't need to write my information everything so I'm gonna write simple things to let you know what problem I have. I have 400GB data volume and I used 392GB for October (02.10 - 02.11) and I've used 411GB for November (02.10-25.11) and I have never got 'Fair Use' before. It already proves that I have no reason to get Fair Use. Today is Saturday and I realized that at midnight so, I have nothing to contact with you guys O2. So, I hope to figure out that on this Hilfe-Forum.

I am really tortured by o2 DSL. I filed an application on 30-September 2017 for DSL internet. They gave me an appointment of 23-10-2017 for technician to activate and install. On 23rd Technician came and did some connectivity and left by saying that now you can connect the router sent by our company (o2 Home box 64441).  Later in the day, I connected the router (as described in booklet). All lights on router (Power, LAN, DSL) were green but Info light was red. I connected router to my PC and opened router page (o2.box  or 192.168.1.1), After doing automatic steps in router web page, Router asked for Zungag-PIN (10 digit code, provided in contract for internet+ phone activation). In my contract letter, underneath my phone number, there was VOIP-PIN (10 digit code) for internet activation. I inserted it in router page (Zungag-PIN). But router is not accepting it. It says it as wrong pin. From th

Hello Stefan, sorry to speak in english in the middle of another topic. I tried to send you a private message but I don't find how to do it. Please explain me how to do it ☺️, I have no internet since last Wednesday. I got at first verbindung problems (sometimes in the day) and I decided to reset my box. Since that I can't activate my box because my zugangs pin brings me to the error "es konnte kein verbinden" . I would like to double check my pin by private message. I spoke 2 times with the hotline in German and they answered that my box ist kaput (it was not before the reset). They spoke about sending a new box but I don't have any info or ticket and nobody came. My low German level didn't help me to be sure about what I understood from the hotline, do you have acces to the history of my account at the hotline? (Each agent write something after a call? I work in a call center, we do that ☺️) I'm in a "waiting without being sure" situation, please help me  ! ☺️  Thanks 

Hello, I am leaving germany and need to cancel my O2 DSL and phone contracts. Can you please email me the forms that I need to fill for it? I will then mail my de-registration form and these, correct? thank you!

I bought an O2 SIM card in Edeka on 11.07. I tried to activate it online, but the Postident video chat did not accept my foreign passport. The post office could not process the Postident coupon with my passport, either. I went to two O2 shops in Munich, one in Sendlinger Str. 7 and the other in Neuhauser Str. 45, but they told me that they cannot activate a SIM card that is not purchased in an O2 shop, and I should go to Edeka. I went to Edeka, but they said that they cannot activate the SIM card, and I cannot return it. After calling many times, I reached the customer service for prepaid (017688855282) on 13.07. The lady said that any O2 shop can activate an O2 SIM card, so I should go to an O2 shop. I asked for advice via O2 chat, and I was told that Videoident or Postident at the post office should accept my passport, so I should try that again. Again, Videoident did not accept my passport, and told me to go to the post office. If foreigners are not allowed to use any O2 SIM card pu

Hello, I don't want to continue with O2 SIM services, how can I stop the extension of my O2 contract? Kindly provide me with the detailed process and the forms in English for the cancellation of my O2 contract. Regards

Hi, My internet is not working since last two days. I see the 'Info' always blinks with green light. The 'WLAN' and DSL light blinks sometime and stays on for while. I already contacted to customer service for two days but no solution yet. What can I do to solve this problem quickly?

Hello, this September I will be permanently moving out from Germany and would please need to have my mobile contract (Blue All-in L) terminated. I will want to keep the line active and working until October 1st. Could you please explain on how to proceed, and send me over email any forms I may need to complete and send back? I will of course be able to attach my Abmeldung as a proof. Thanks in advance for your support. Best, Francesco

I reset the O2 6431 router while troubleshooting a DSL issue and now it doesn't connect at all. The Info light is red while all the other lights are green. The telefon and Internet lights don't go up at all. So I don't have both telephone and internet. The router software(o2.box) doesn't respond to any links except for the "StartSeite" link. The Kennwort, ZugangsPIN and other links don't respond at all. Has anyone reset the O2 6431 router and know how to get it back to work?

I have already submitted the Kündigungsvormerkung on April. 31. I was told I will receive confirmation by mail but I dont received any yet. Also as I see i get charged for the next month and also get the following email  Dear Rendak, now the time has come, your DSL connection is switched on 5/15/2017, your order is now in Step 5: Installation of your connection. Please note this is the evidence of https://o2.de/goto/installierung , you'll find all information about a successful start with CO2 DSL and can immediately start surfing and phone calls on the day of the circuit. regards Your O2 Team  Since I am left Germany I would like to know how long would it take to get the confirmation as well as instruction of what else to do following that.   I have read numerous posts of

I have currently 2 voice mail which I want to hear but unable to as I am not able to understand what it says.

Good morning i had on this past week February the 9th renewed my contract and with it, i purchased a new phone. They told me that it was gonna take 2 to 3 days to arrive and the next 24 hrs. I was going  receive an email with the tracking number.... but I didn't get any e mail, just my regular contract purchases. I have no idea where to look or who to talk to.

@o2_Bernd‌ I left Germany at the end of August I sent a cancellation letter to the o2 office below. I only have to give a months notice so I knew that payment for September would come out my account and that would be it. This month of october I received an email saying i owe money But i no longer live in Germany or have a account or any ties in Germany. But do not understand why my account has not been closed. I don't know how how to call or check with o2.de Kundennummer: 60xxxxxx45 I would appreciate any help in fixing the situation. Many thanks, Linda Edit o2_Jessica: Account number deleted. Data privacy. ⚠️

Dear customer servie, I signed a 2-year contract which began to be effective in May 2013 and my package costs 24,99 euros per month. I want to cancel this contract. The reason is that I will leave Germany and go to Taiwan for exchange program. I will leave Germany on July 19th, 2014. Therefore, I would like to officially cancel my contract before July 19! I now have following documents; (1)    Photocopy of my passport (2)    Photocopy of my Germany visa (to prove that it only lasts until end of July 2014) (3)    Photocopy of my Taiwan visa (to prove that I will really go to Taiwan) (4)    Photocopy of Taiwanese university’s exchange student admission letter (to prove that I will really join the exchange program) (5)    Photocopy of airplane ticket (to prove that I will leave Germany on July 19, 2014) I think the company also wants the leaving-the-city form from the city in Germany that I live in

Dear Service team,   I am customer of O2 Blue All-in S package from 11.11.2013. Actually I am a master student here in Germany and right now I will be finishing my course in the month of October and will be going back to my home country once for all and won't be coming back again. I would like to know what are the documents that I need to submit to Telefonica for the cancellation of the contract? Also how much do I need to pay for the cancellation?   Thanks a lot for your help!!   Regards Vin1985

Hello.  Excuse me, my German was not good enough to complete questions on phone helpline.  I tried to call 3 times but I could not understand all instructions. I will finish my job and will leave Germany and and de-register with Rathaus on 16/01/2016.   I will want to Terminate my Phone contract at this time.  What will I need to do next ? Thank you...

I had my technician appointment 2.5 weeks ago at the end of July, and everything had been working great until last night. I used the internet yesterday morning, went to work, and when I came home, it was no longer working. Here's the message I get: I've tried a simple reset and unplugging the box, but neither has worked. The WLAN is working fine, but the internet light is off. I'm not really sure what the problem is. Has anyone else run into this?