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

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 updat

 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 sec

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?

To the O2 Community Support Team,I am reaching out here in the hope of finding a final resolution to a persistent issue regarding my home internet connection, as my experience with the phone hotline has been unsuccessful and confusing.The Situation: In March, I moved from Munich to Dresden. I initially applied for a DSL relocation, but was informed via email that a relocation was not technically possible. I was advised to cancel my existing contract and place a new order for the Dresden address.The Complications: The Old Contract: Following O2's advice, I cancelled the old contract. While it is now confirmed as cancelled, the process took several weeks. The New Order: I have attempted to place a new order multiple times as instructed. However, every time I follow up, I am told the order cannot be processed because "pending orders" are still activ

Hello community,just to double check, I want to move my existing contract (Fiber O2 Home XL 600) to the new address. The same level of the service is available, Telekom fiber glass socket is installed.What would be the right procedure? Shall I call English Hotline and ask for service moving at desired date (01.03.2026)? Basically, what I need to tell is the new ID of the socket right?

I hired a new contract for fiberglass today because of a move to another place, and now I can see in my account two contracts regarding the internet, so I need to cancel my cable internet and only keep the new one, O2 Home XXL 1000 (2024) (fiberglass), and the mobile phone plan. Can you help me with this, please?

I just want to vent. i was billed 81 euro something for the router i didn't return because i was told to “entsorg it” when the new one arrives.   today i called asking about the 82 euro bill and was told i was to return it and recoeved an SMS with the info.  i explained its not possible as i “entsorged” it already.  twice in 12 months or so o2 have taken me for a ride and cost loss of money due to their failures. 

I moved to my own apartment on 2024, but I had to move out soon because the owner was selling the apartment. I called to O2 to request a modification of my contract since I only needed the mobile contract. I was told that it was done on January 10, I even received email confirmation and everything to acknowledge this change. That's when the problems started. I've called and been told so many different ways to cancel my residential internet, I only needed proof that I moved to a new place and it was done. It has NEVER been cancelled, O2 even let me make the process to return Wifi, and NOW they are telling me that cancelling is not an option? 6 months later, charging me for a service I'm NOT being provided and today they tell me I'm not able to cancel. Now my question is, why did the first customer service representative told me it was possible? Why was I able to return the equipment? Why did NO ONE offered to see if I could have the internet installed in my new home? I demand a refun

I made a new contract for Fritz!Box 6660 Cable to be activated on 04.03.2026.  Even though I got an email that the activation was successful, after the setup, nothing seems to work (no internet connection). The ‘power on’ light keeps blinking without end.  Please help as quickly as possible. Thanks edit o2_Manga: verschoben von Internet: Router…. zu Englisch: Broadband & Landline

Hello,In the next month (March) i will move permanently to my home Balkan country where O2 services cannot operate there.Because of that i want to terminate my contract with 2 SIM cards and O2 Home M 100 internet with FritzBox 7590AX router.I filled out form through O2 app designed by O2  for people moving abroad and i do that twice (one for mobile SIM card and one for Home internet) Now my concerns is:-How long i must wait for this procedure? -Where and when can i send back FritzBox 7590 AX and pay 3 months fine because of termination ?-I have one month till i move to my homeland and when i move there i can't make any payments because my bank account will be closed.-I understand the procedure. I will be submitting the proof for deregistering in Germany max 7 days before i leave Germany.But O2 is searching better prove “ a

Hi everyone,I’m an existing O2 mobile customer trying to order O2 Home XL 600 (Cable) via the website to get the Kombi-Vorteil (€24.99 for 12 months, then €34.99).The website is stuck in a loop on the 'Warenkorb' page. I’ve tried multiple browsers and my phone, but the error persists. 😓Could a moderator please send me a personalized offer via mail for this plan?Details: Router: Not needed (I have my own Fritz!Box 6660 Cable). Connection: Cable (Kabel). Is an "Expressaktivierung" possible? Vodafone was the previous connection (now finished).  Additional info: I also have a German eSIM (EDEKA) I’d like to port to an O2 prepaid card as a partner deal. Thanks for the help! 🔅

Home internet not activated as per the given date!! Waited for 1 long month without internet and with very poor mobile network(O2) in the city limits.I was asked to extend my contract for another 2 years promising an express activation in February, during a change in my residence.  Firstly, express activation never happened. The lady from the customer service promised to have a call back and support but it never happened( I have the name of the support team but not writing it in here). Activation should have happened on the 16th of March (today) as per the O2 portal. But it never happened.1 month without INTERNET!!! Until when should I be waiting for the internet activation? I have been calling O2 at the least 3 times a day to understand what the problem is and until when should I be waiting ?please make sure I won’t be charged by O2 for 1 whole month and no invoice generated for it. 

I connected the Frtizbox received from O2 and the power and wlan icons are on and constant but I cannot see telefonica homescreen. Edit o2_Kathi 07.03.26 Moved from the section DSL, Kabel & Glasfaser to English o2 Community

Hello, I cancelled my contract and it was supposed to finish on February 17, 2026. But I’m still receiving invoices and paying? What’s going on? I don’t even live in Germany anymore.