Moving your O₂ connection to a new apartment

You’re planning to move to a new apartment and want to take your internet connection with you?
Great! Here you can find out how it works and what you need to know.

Service Charge

There are three ways to handle the one-time service fee:

Extend your contract for another 24 months
→ In this case, we waive the €49.99 service charge completely as a loyalty gift.

Keep your current contract period and pay the one-time fee of €49.99
→ You can still extend the contract later and negotiate an individual loyalty discount.

For contracts without a minimum term
→ The service fee is only €29.99 €

For LTE@Home customers
→ The change of address costs €19.99.

No product change is required unless your current bandwidth or technology is not available at the new address. If this happens, we’ll inform you and you can choose a suitable product.

How the moving process works

Step 1: place your moving order

We need accurate details about your move. Incorrect information can delay the process.

Please prepare the following:

• New address (street, house number, ZIP code, city)
• Moving date (the earliest day you can access the apartment)
• Preferred technician appointment
  (8:00–12:00 or 12:00–16:00)
• Previous tenant’s details (name and telephone number, if possible)
• Location of the TAE socket in your apartment
  (apartment number, TAE box number, building specifics like front building, corner house, separate unit, etc.)
• Special note for moves in Berlin:
  Please specify the exact part of the building (front building left, side wing right, cross building, etc.)

If your connection can be identified clearly with your details, no technician appointment is needed.

If you are moving within the same area code (e.g., 089, 069, 030, 040), you can keep your landline number. Just let us know.

Check here which bandwidth is available at your new address. You may even be able to upgrade to a faster product.

Please order your move as early as possible. Processing your O₂ fixed-line move usually takes about four weeks.

Log in to Move with your fixed-line contract details to get started.

Step 2: Order Confirmation

As soon as we receive feedback on the availability of your new line, you will get an order confirmation.
This document tells you:

• when your connection will be set up
• whether a technician appointment is required

Step 3: Shipping a New Router

If you need new hardware for your new address, O₂ will automatically send you a new DSL router.
The device is provided for the entire contract period and must be returned:

• at the end of the contract, or
• when you receive a replacement router

Returns are handled via the O₂ DSL return portal.

A few days before activation, your router will arrive at the delivery address you selected. You will receive shipping information and an online tracking link.

Your access data for setting up the router can be found:

• in your order confirmation
• anytime in My O₂

Step 4: Technician Appointment

If a technician appointment is required, you (or another adult) must be present during the selected time period.

The technician will need access to:

• your telephone socket (TAE)
• the house distributor (APL)

If access to the APL is restricted, please contact the building manager beforehand so everything is accessible on the scheduled day.

Important:
Make sure your name is on the doorbell and mailbox.
Otherwise, the technician might not be able to reach you, which can cause extra costs.

In some cases, the connection can be activated without a technician visit.

Step 5: Activation of Your Connection

Please do not connect your router until the stated time slot has fully passed.
You will receive the exact time window and your access data by email or letter.
Your access data is always available in My O₂ as well.

Possible activation windows:

• 8:00 – 12:00
• 12:00 – 16:00

If you experience issues after activation, you can report a fault 1.5 hours after the time slot has ended.

If you need help setting up your router, here are the most important tips.

Foto von Vincent M.A. Janssen von Pexels

Last update: 11/2025 by o2_Manga