English O₂ Community: Broadband & Landline

Ladies and Gentlemenhiermit reiche ich eine formelle Beschwerde ein, da ich seit über einem Monat erfolglos versuche, meinen bestehenden Internetvertrag auf meine neue Adresse zu übertragen. Trotz zahlreicher Anfragen wurde das Problem bis heute nicht gelöst. Der Internetanschluss ist nicht aktiv, während ich weiterhin für eine Leistung zahle, die ich nicht nutzen kann.5. MärzIch habe den O2-Shop unter folgender Adresse aufgesucht: xxxx Aschaffenburg. Die Mitarbeiter vor Ort waren sehr hilfsbereit und unterstützten mich beim Kontakt mit Ihrer Service-Hotline. Während des Gesprächs wurde vereinbart, dass mein Vertrag auf die neue Adresse übertragen wird und ich alle erforderlichen Unterlagen per E-Mail erhalte. Trotz entsprechender Wartezeit habe ich keine Unterlagen erhalten.12. MärzIch habe den Shop erneut aufgesucht. Auch diesmal wurde Kontakt mit Ihrer Hotline aufgenommen. Mir wurde erneut zugesichert, dass ich alle Unterlagen per E-Mail erhalte. Dies ist jedoch erneut nicht erfolgt

Hello! My O2 DSL internet was successfully activated by a technician today. However, there was a typo in my email address during registration, so I never received the "Willkommensbrief" with my PPPoE router login credentials. I cannot call support. Could a moderator please help me get my DSL Benutzername and Kennwort? My contract number is EPOSxxxxxxxxxxx. Thank you!edit o2_Solveig 16.06.2026, 20:45 Uhr pers. Daten  

Hello,  I changed my Vodafone DSL line to O2 Cabel and my connection was supposed to be activated on Monday 8th of June. I bought a router from ebay and I typed in my mac Adress on Monday, I called O2 and informed them and I waited for some hours for my router to be activated. It turned out that the router I bought was used by Vodafone and it was a rental. The next day I bought a "clean" router from amazon and directly called O2 to change my mac Adress. They guy from support told me it might take up to 4 hours or maybe even 24h. It's been 4 days since that and I still have no internet!!!I am calling every morning and asking if my mac address have been changed, to which I get the answer that "it has been passed to vodafone and that it should take 4 hours or a day or whatever. Some told me that they put me on priority list (whatever that means), yesterday they told me that it is scheduled to be activated between 16:00 - 20:00. But guess what... Nothing happened!!! I've been waiting for a

Hi community,My official O2 Cable activation date was the 19th of May, switching from Vodafone. I have now been without internet for over 48 hours. O2 sent me both an SMS and email confirming successful activation at the end of the activation date, yet I still have no Internet connection.My router is a FritzBox 6660 Cable using my own hardware, not an O2 rental. When logging in to my router the cable signals shows green (ok) and the router successfully reaches the O2 network (router to ISP link shows green in FritzBox GUI), but gets stuck at the ISP authentication step and never reaches the internet. I have performed a factory reset and firmware update with no improvement.I have called customer service multiple times and was told to wait each time and that everything was looking good on their side. On my last call I was told the earliest a technician can visit is in 2 weeks, which is simply not acceptable.What are my options here? At this point I am seriously considering whether cancel

Hello everyone , I would like to get from my homespot subscription to a dsl one but when I tried to register on my O2 I keep getting an error, any idee how i can change my current subscription without being required to log in a account? 

Hi,I have just received today a bill for a router that I have sent back in April. I will happily produce the DHL receipt if you point me to where I can send it, and cancel that charge.A bit more details: I actually sent back 2 routers, I was supposed to move on march 27th, but O2 didn’t offer cable internet at my new address, so I subscribed to a new DSL offer. After a few days, I changed my mind and decided to cancel it all together, unfortunately the new DSL router already got sent. So I ended up returning both my old and new (completely unused router)I have return receipt for both of those, I have also opened a ticket with customer support.Please let me know where I can send all those documents so the charge (that is to be taken from my bank account on 06/11) can be cancelled.Thank you.

Ï resigned my home internet contract online on 03.03.2026.I noted today on 13/06/2026 that on my bank account the monthly payement is still on going.I received a letter of confirmation by email of my resignation on 03.03.2026.I would like a refund of the undue amount, what should I do know? Best Regards.

Hello. 1 year ago I moved to an apartment my friend lived, and he transfered his O2 contract to my account. It was Cable, FritzBox 6660 and the Fritzbox was rented.I changed from Cable to DSL due to low upload speed on Cable (1mbps), and my contract switched from Cable to DSL. 2 Weeks ago I received Fritzbox 7530AX from O2 and today the technician came and fixed the connection and now DSL works. Now i want to return my Cable router (6660), spoke to support and they sent me sms with this link : http://o2.de/retouren . In this link “Auftragsnummer oder Ihre Referenz” is needed, but i dont have any of those since the router was here since the previous tenant. How should i proceed with the return ?Is it normal for my Cable router to still work and have internet even after i switched to DSL?

So, I bought a new wifi with Kabel connection. The activation date was the day before yesterday. Got mails about the activation and everything but still the internet is not accessible. I tried everything from rebooting the router to hard resetting it, removing and rejoining the cable but nothing seems to work. I contacted the customer care 2 times. 1st time they said there was a problem from their side and the second time they said there was a problem from my side and that technician team will contact me. This is really frustrating. Have anyone gone through a situation like me? if yes, then do let me know how it got fixed and how much time did it take? All the help and answers are appreciated. 

Hi O2 team, I’m facing important internet connection problem with the O2 home S50 flex, my address on the 4G/5G check report that everything is fine on the website, but while using it i can barely make an internet search. I haven’t been able to use the internet provided by the box since the acquisition and wanted to check if there is any solution other than cancelation. I have tried to move it around i the appartment and almost no impact.Let me know if there is any helpful info i can provide to you.Thanks a lot for your help,

Hello. I don't speak German. Every time it rains, my DSL 100 Flex connection drops completely (it looks like a short circuit on the outdoor line). The internet already went down today. I went to the official o2 Shop today, but the employee refused to help me because I ordered online. I have my Auftragsnummer and 4-digit PKK code ready. Could an o2 moderator please open a support ticket and schedule an outdoor technician for me? Please send the appointment details via SMS only. Thank you!edit o2_Solveig 20.05.2026, 20:06 Uhr verschoben von DSL → Englisch Community  

Hello Team, I was an existing customer (o2 my Internet - LTE/5G internet connection) before switching to the O2 Home S 50 connection. In the O2 website, I can see the traiff would be like 14.99 EUR for first 12 months and then 34.99 EUR from 13th month onwards(for existing customers, it will be 24.99 EUR). But I am paying 34.99 EUR without this discount from the “beginning” itself. May I know why? https://www.o2online.de/e-shop/tarif/o2-home-s-50mbits-kabel-partnerkarte?vas-module=o2TV&zielgruppe=bestandskunden Kind regards,Renjith

Hello Team,Problem 1:I was using SIM based internet connection(017XXXX54285). Then I took O2 Home S 50 (cable based internet). Maybe because I canceled my SIM based connection, I am unable to login to O2 portal. My customer ID is 60XXXX1746 Problem 2:rkm86 is my O2 community ID. Since I am unable to login, I had to create a new one. Is there any way I can get access to my old user account?  I tried to solve it via Chat. but there also login to the portal is needed.  Thank you!Renjith

All sudden this morning my homespot 4g disconnected without any notification edit o2_Gerrit 04.ß05.2026 moved to English O₂ Community: Broadband & Landline

Hello,My FRITZ!Box 6660 Cable Wi-Fi has become unstable over the last few days on multiple devices at the same time. Even when standing next to the router, ping to the router itself shows latency spikes up to around 94 ms.Example:ping100 packets transmitted, 100 received, 0.0% packet lossround-trip min/avg/max/stddev = 2.401/6.506/94.119/9.346 msI already tried: rebooting/power-cycling the router separating 2.4 GHz and 5 GHz SSIDs connecting specifically to 5 GHz disabling band/mesh steering testing 5 GHz channels 36/40/44/48 switching 5 GHz from Wi-Fi 6 to Wi-Fi 5 disabling 2.4 GHz completely testing very close to the router The issue remains. This affects more than one device, so it does not look like a single-device problem.The FRITZ!Box event log also shows:“FRITZ!OS update unsuccessful. Cause of error: FRITZ!OS too old [8.0]. The update attempt was performed by your internet provider.”Could you please check whether a provider-side firmware/configuration update failed

 Hi,I have received the following email:Confirmation of receipt of your cancellation notice  on 04-2025 and my contract ends on  03/28/2024 - 03/27/2026. But this month I was charged 15 euros again. Why this happened? What can i do further? Please guide and help Edit o2_Kathi 29.04.26 Moved from the section o2 Home to English o2 Community

Habe Ihren Shop betreten am 18. April circa so gegen 14:00 Uhr ein sehr unfreundlicher Mitarbeiter. Meine Partnerin und ich wollten an diesem Tag Zeitverträge bei Ihnen im Hause abschließen mit Gerät einen sehr unfreundlichen Mitarbeiter erlebt. Hatte sogar meine Partnerin beschimpft, geht gar nicht. Wir waren am überlegen, dass zu ruhen zu lassen aber wir haben uns jetzt auf diesem Wege an euch gewendet. Es war ich finde, das ist eine Frechheit, wie sich der Mitarbeiter gegenüber von uns benommen hat Breite Str. 55, 23552 Lübeck wenn er einfach so Handlung, das Weh Verhalten werden wir einfach nicht dul Ich hoffe, von ihrer Seite werden irgendwas Hand Folgen passieren, diesem Mitarbeiter das Gespräch zu suchen

Hello, I recently moved to a new apartment and had gotten a contract for cable internet. The website showed that only cable was available for my apartment but now that I’ve moved I see that there is only a dsl connection available. Since I did it in advance it supposedly has already been activated but I don’t have a way to use it. Is it possible for me to change my contract since cable isn’t available?

I wanted to know my order status about the o2 home M that i ordered last 25. 03.2026.  The technician was here last friday, 24.04.2026. The technician was already done connecting from the basement to our apartment but he was saying that there is a connection problem within the building to the street.    And also, would like to ask about the router, which is also included in my order, because it did not arrived yet.  I cannot trace it since the auftragsnummer  that i have  says that it is invalid.  I hope you can help me with this. Edit o2_Daniela 27.04.2026 moved from DSL, Kabel & Glasfaser: Router, Software, Internet & Telefonie to English o2 Community: Broadband & Landline   

Hello everyone,I have now received another letter asking me to urgently confirm the SEPA direct debit mandate. When I use the link provided, I’m told that it has already been confirmed. So can I just ignore these letters?Thank you in advance

I cancelled my contract and O2 sent me an email asking to return the router and they gave me the serial number and the following link: https://router-retoure.o2online.de/app/dashboardUnfortunately, the serial number is not found. My router is very old (2012). What should I do?

Hello,  I got into O2 a couple months ago. I thought i might also call at O2 on the phone (01.04.2026)  and tell them I need Wifi in the appartment that im moving in next month (05.2026). It was easy to make a contract on the phone, I just told them the address and the speed of the internet, so till now everything OK. But on the phone, I was told I would receive a Frixbox within a few days or a week, and that I need to connect it in the current appartment, so then when I get into the new appartment, the internet will activate automatically on the activation date (15.05.2026). It's been 2+ weeks now and I havent received any Fritzbox. Should I be worried? I also got no emails of a delivery or a planned delivery. I know they're expensive and I dont wanna have to pay for it. Why Im worried: I made my "Handyvertrag" online. I received the phone but no E-Sim or Sim-Karte. I had to call and order a new one, for which I had to pay. And I dont wanna pay for a second Fritzbox. The adress should

Hi,I have de-registered and moved abroad. Before moving to abroad, I have completely terminated my O2 DSL contract and returned the router as well. I have also received the cancellation receipt and confirmation of O2 router return on 12th Jan, 2026. It’s been 2 months and the amount is still being deducted.Could you please help me in resolving the issue? Thanks in advance!

Hi everyone,I’m having trouble with my connection. My router was already activated and worked perfectly for one day. However after a restart, it stopped working.The Power/Cable LED is currently blinking. I ran the FRITZ!Box diagnosis, and the error message says: "Internet provider not found”.Has anyone experienced this or knows if this is a line issue? Thanks in advance!

I have sent the signed termination letter on 31 March for my DSL internet by post (Einschreiben).The contract is ending in middle of June, 2026. I do not want to any extension of this DSL contract.It has been more than 2 weeks but still I have not received any confirmation. How long do I need to wait to receive the confirmation?