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O2 DSL contract termination - Moving Abroad


Hi, I have a 2 year DSL contract with O2 and completed 6 months under the contract. But, I need to return back to my country for emergency reasons in 15 days. I have following questions on the contract cancellation

1) what is the procedure to cancel the contract ?
2) I read it in community that I need to send cancellation letter to Telefonica Germany GmbH & Co., Hamburg. Is the cancellation letter has to be in any format or specific content ? Also, can I send it through fax(Fax: 01805 88 00 88) instead of post ?
3) I will de-registering my rental apartment next week only. So, do I need to send all the required documents together ?
4) Am I missing any other document to send for contract cancellation ?
5) Also, I see that I need to return the router to O2 hamburg office mentioned in above question no 2. Is it correct ?
6) what is the general timeline for cancellation of the o2 DSL contract once I submit these documents ?
7) how the O2 team will send confirmation that they have received my documents,router and cancelled my contract ?
😎 Can I close the account (direct debit of o2 monthly bill) after submitting the documents ?


Please advise as earlier as possible.

Thanks
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Lösung von o2_Lars 19 Oktober 2018, 11:11

Helo,

In order to cancel a contract, we need a written cancellation from you. In order to cancel your contract out of good will to an earlier date, we also require copies of the following documents:

- a deregistration certificate of your present place of residence in Germany

- a notification of your new, foreign domicile

alternatively a confirmation of your employer or landlord

We also need your approval for us to charge you the all-inclusive basic fee for 3 months, as your contract has a notice period of 3 months.The exact amount of the fee will be notified in a separate letter.

Please send the cancellation and the documents to

Telefónica Germany GmbH & Co. OHG

Postfach 60 09 40

22209 Hamburg

As soon as we have received the documents, we will cancel your contract to the next possible date.

If you recieved a router from us for the time of the contract you can send it back to us free of charge using our logistics portal.

Regards,

Lars
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11 Antworten

I have completed all of the steps advised for terminating the dls contract and I am still being charged from my account, would love for somebody from O2 to enter this post and help us out!
Benutzerebene 7
Helo,
In order to cancel a contract, we need a written cancellation from you. In order to cancel your contract out of good will to an earlier date, we also require copies of the following documents:
- a deregistration certificate of your present place of residence in Germany
- a notification of your new, foreign domicile
alternatively a confirmation of your employer or landlord
We also need your approval for us to charge you the all-inclusive basic fee for 3 months, as your contract has a notice period of 3 months.The exact amount of the fee will be notified in a separate letter.
Please send the cancellation and the documents to
Telefónica Germany GmbH & Co. OHG
Postfach 60 09 40
22209 Hamburg
As soon as we have received the documents, we will cancel your contract to the next possible date.
If you recieved a router from us for the time of the contract you can send it back to us free of charge using our logistics portal.
Regards,
Lars
Hi Lars, Thanks for your reply.

I have still following questions

1) Can I also fax the documents to O2 customer care fax number ? If so, what is the fax number ?
2) Do the O2 team sends confirmation of cancellation ? If so, can they send it to my email-id ?Because, Once I move abroad I will not be receiving any letter to my current address.
3) Is it ok to have the cancellation letter written in English ? Also, Is it ok to have the approval for the charge(3 months basic fee) written in same cancellation letter (or) it has to be a separate letter ?
Benutzerebene 7
Hello balakrish,
unfortunately the department is not reachable via fax so I have to ask to cancel via letter.
Of course you can ask for a confirmation via email and I a msure you will recieve one.
The approval can be send in the same letter as the cancelation notice.
Regards,
Lars
Hello Lars,
I have sent back my router using the DHL return slip in O2 logistics portal mentioned by you. I have also sent the letter and supporting documents to the address mentioned by you - Telefónica Germany GmbH & Co. OHG
Postfach 60 09 40
22209 Hamburg

But, I recently read another comment mentioning that we need to send the cancellation documents to below address -
Telefónica Germany GmbH & Co. OHG
kundenbetreuung
90345 Nurnberg.

Sorry to ask the same question again.
Which is the address we really need to send the cancellation and supporting documents ?
Benutzerebene 7
Hello balakrish,
in the end, either address is correct. The cancelation will be processed no matter what of this two addresses you sent it to. The two addresses exist for historical reasons and I assure you that your case will be handeled.
Regards,
Lars

Hi Lars, I have submitted the written documents for cancellation and returned the O2 router on 24th Oct 2018. I got the mail from no-reply@dsl-retoure.o2online.de on 30th oct 2018, that my router has been received. But, I still didn't receive any communication regarding my cancellation of o2 contract and they are still debiting my account for monthly charge. I have the receipt for sending the documents by deutsche post and the documents was received by o2 team on 25th oct 2018 itself. Please let me know how to escalate this issue.


Thanks & Regards,
Balaji
Benutzerebene 7
Hello balakrish,
there i no need for any escalation. The contract has been deactivated on 19th of November, this was the earliest date of deactivation possible. A billing will only occur up to this date.
Regards,
Lars
Hello balakrish,

I hope we have solved your issue to your satisfaction. If you have any further questions, please let us know.

Kind regards,

Giulia
Hi team, O2 has deducted fee from my account for december. Hope the deducted amount is the final settlement fee and there will be no any further deduction from O2. Can you please confirm that there will be no more fee charged to my bank account ?

Thanks & Regards,
Balaji
Benutzerebene 7
Hello balakrish,
I had a look at the invoice. You were billed for the time until the contract has ended and there was also the fee for ending the contract early. So there should come no more bills :-)
Regards,
Lars

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