English O₂ Community: Broadband & Landline

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?

Hi!I’d like to change my old “O2 my Home XL Flex (2020)” - 44.99 EUR/month tariff to the new “O2 Home L 300” (34.99 EUR/month) tariff.I have a list of questions regarding this.How to do the change? Is the Anschlusspreis applied to me? If yes, is it discounted to 9,99 EUR as advertised on your website? Can I upgrade the router at the same time? Now I’m paying 4.99 monthly for the FRITZ!Box 6660, I’d like to have a FRITZ!Box 6670 with wifi 7 and send the old one back to you.Best regards,Andrei

Hello, I submitted the online contract termination form on 05.11.2025 to cancel my internet plan. I was still billed for December 2025 and did not receive any information regarding the cancellation by post. I have moved to a country with no O2 service and I can not afford to keep paying for this contract, especially since I am not even using it. The online form is undergoing maintenance so I can not submit the form again, and I am out of the country now so I can not call.Please terminate my contract immediately.My account number is XXXXXMy rufnummer is XXXXXI can not keep paying for this account so please terminate the contract.Personal data removed // 08.01.2026, o2_Rebecca

Do you know why your service is rated so poorly? Because you have a terrible customer login interface. Nothing is clear or easy to navigate. I wanted to download my invoice and needed the PUK and PIN numbers. I wasted over an hour trying and still couldn't find them. Instead, I was redirected to a community Q&A page. What's the point of answering customer questions if you don't even have a user-friendly interface to begin with? It's ridiculous and poor service. Translated with DeepL.com (free version) o2_Giulia, 08.11.2025, 09:11: verschoben von O₂ Home: Vertrag & Tarife zu  English O₂ Community: Broadband & Landline

Good evening, sorry in advance for typing in English. My Internet line is always having Interruptions. The speed fluctuates way too much. I cannot do my work sometimes nor can I have my fun. I contacted o2 months ago and no body fixed anything. It got better for a while and now it is the same story. I cannot even play video games without my Internet randomly dropping from 75mbit to 2mbit . It completely cuts off sometimes for a second or 2. What do i have to do to get someone to fix my issue?Honestly it has been frustrating. Especially when i see friends overseas having a more stable connection.More info: my line can get up to 175mbit. I have the 100\40 mbit Tarif. I have a good router and i have set automatic daily resets on it. So no it's not my router.Thanks for reading my post o2_Giulia, 29.12.2025, 09:00: verschoben von DSL, Kabel & Glasfaser zu  English O₂ Community: Broadband & Landline

Hi,I have 2 contracts with O2, one on mobile and one on home internet (Home S 50 Flex).I have tried in August to cancel my home internet contract by filling out the online form, your colleagues contacted me and thought I was trying to cancel my mobile contract, regardless the fact that I had chosen the option to cancel DSL/Internet/Festnetz. I explained the situation, they transferred me a few times and gave me some number to call, but the staffs cannot communicate well in English, and I was told on phone that the cancellation is complete and I will receive confirmation soon, but it is not cancelled till now.I have just submitted the cancellation online form again, can you please follow up on this and make sure the correct cancellation request is filed? 

In October, I ceased to be a customer of O2 Germany. I immediately returned to my router via a label from the O2 website. on the 3rd of December I received an email saying that I was being charged for none return of router. I have now contacted O2 3 times by telephone and proved that it was returned and I wish for my money to be refunded,to date this has not happened and I have received no notification that this is being actioned. Please Advise as my way forward now.edit o2_Solveig 23.12.2025, 10:15 Uhr verschoben von o2 Home → Englisch o2 Community Broadband 

Goodmorning.My O2 modem was not working so I asked O2 to send me a technician at home.The guy came and wanted me to pay 22 euros for a new internet cable. Please note: he wanted the money in cash and he gave me no recipe. It seemed shady to me, but I work in homeoffice and I really needed the Wifi to work, and the guy told me that this was the only way to get internet working, otherwise I had to get a new modem but I was supposed to wait some days, so I gave him the money.I called the O2 hotline to talk about this, they kept me on the phone for 25 minutes and they made me talk with 3 different operators, then the last one just said "sorry I have to check something" and closed the call. Calling the hotline, having to talk with the AI at the beginning and then being bounced from one operator to the other with long waiting times is really stressful.I want to know if it is normal that O2 wants money to repair/replace an internet cable and if it i

I registered for an “Umzug” and I got my first techniker appointment after 3 weeks on the 01.12. Then this appointment got canceled and I got a new appointment on the 18.12. And this time they said that no techniker is needed for the activation. Today, on the 19.12, they sent a techniker and he said I will have my internet afternoon and I still have no internet. Noone informs me about the problem. In the mean time I am still paying for my internet of course. Horrible communication, noone really knows anything. I will not stop chasing my rights and will do anything legally and further my complaint to the authorities. edit o2_Solveig 19.12.2025, 17:27 Uhr verschoben von DSL, Kabel, Glasfaser → English o2 Community  Broadband  

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

Hello O₂ team,I’ve been an O₂ customer for about two years now and currently have the O₂ Home M 100 with 5G HomeSpot plan.Although it works well sometimes, the connection has been quite unstable and unreliable in my area.I checked on your website and confirmed that the O₂ Home M 100 (DSL) with the FRITZ!Box 7590 AX for €34.98/month is available at my address.I would like to ask: Is it possible to switch from my current 5G plan to this DSL plan without extra cancellation fees, since I’m staying within O₂? Would my existing combination discount (Kombi-Vorteil) with my O₂ mobile line continue with the new plan? I also noticed that O₂ now has mobile data plans with unlimited data — could you please tell me more about these and whether I could switch to one of t

Hi,It seems that this is the norm rather than a surprise, but the o2 technician did not show up today in the agreed window (4hs seems enough to either let the customer know they are not coming or find a time?). I have no internet connection for 2 days now. The phone call with the IT guy arranging the appointment went like this:Halloechen, o2 Technik… [proposes date and time] I ask confirmation of date and time to double check Yup Ok, that works Hangs upThis is the quality of service o2 is offering for their over-average market rates? Would be happy to cancel the contract and avoid dealing with such levels of professionalism again if this continues like this.  

My home internet contract past it's minimum term a long time ago. It's now month to month but I believe I am paying more for the package than I could be. As I understand from other posts, you would send me a new contract offer, and if I accept it then the old contract will be terminated when the new contract becomes active. Are there any downsides to consider? At the same time my mobile contract is also coming to an end so perhaps it makes sense to handle the renewals for both at the same time. I look forward to hearing from you. 

Сегодня с 14:00 низкая скорость интернета до 40 кб/сек. Ни одна страница не загружается в браузере. Сам роутер был перезагружен, полностью отключен от сети и сброшен до заводских настроек. Ничего не помогло. У меня тариф О2 на дом 1000 мб/с. Сегодня воскресенье, горячая линия не работает. Что я должен делать? Провайдеру приходится самому перезапускать линию. Мой адрес edit: TeufelEnergy: persönliche Daten entfernt, 08.01.2023 / 19:52 Uhr Edit o2_Vivian 09.01.2023/08:34 Uhr: verschoben von Mobilfunk zu Hause & Homespot zu English o2 Community: Broadband & Landline

Hello team, I had ordered for a new O2 cable connection and received the modem today.  However, the activation date is almost a month from now. The mail I received also said a technician appointment is not required. Considering the following, would it be possible to activate my connection sooner? Any help would be greatly appreciated. Edit o2_Kathi 25.11.25 Moved from the section DSL, Kabel & Glasfaser zu English o2 Community

I´ve been using O2 about three years. Last 6 months I experience regular (2-4 times per day) VDSL disconnection at the same time. So I have to reload my router 2-4 times every day accordingly, also the home infrastructure (repeaters and smart IoT). I´m quite busy and can´t afford this job. So I contacted the technical support about four times to fix the issue. They opened a ticket and resolved it within two hours without doing anything.So now, I understand it´s the German quality and I have to move to something else, not German. I expect to get Starlink today, test it. If it´s good quality I will say goodbye and cancel the contract.Could you explain why VDSL is disconnected regularly and technical support does nothing (curiosity before saying goodbye)?

Hello,I have a DSL connection from O2. I moved in to a new apartment last month and I got the existing contract transferred to my name. I am receiving letters regarding the SEPA authorisation but unable to do it online. I am unable to create my account as well. Please help. I do not want the payment process to be manual and auto-deduct is the best option for me. But unable to set-up. Thanks.Regards,ArijEdit o2_Larissa: transfered to English o2 Community: Broadband / DSL

My cable internet is so slow, like I‘ve the 250mbps but it’s always only until 30-50 when I run the speed test and it’s been months! Or almost a year now. This is so bad! I’ve done all the instructions like troubleshooting etc. still it’s the same. Tonight, it’s worst! No internet at all! Come on O2, this isn’t fair!edit o2_Gerrit 10.07.2025 moved to English O₂ Community: Broadband & Landline

I today, got an email from O2 that my connection is activated. But still I haven’t received the welcome letter or oder confirmation which includes my Login credentials for my DSL connection. Hence, even though the connection is already active, I can’t use Internet. Hence, if possible it would be nice to receive the welcome letter by email as soon as possible as I need this connection on an urgent basis for my Home Office. Thank You!edit o2_Solveig 21.11.2025, 19:13 Uhr verschoben von DSL, Kabel, Glasfaser→ English o2 Community 

!!URGENT!!Hello,I am having difficulty activating my fiberoptic internet connection/contract.I ordered a new fiberoptic contract for a new apartment in a multi-family house I was moving into. I ordered on October 1st 2025 (Auftragsnummer: SALxxxxxxx59). I did the online checks and O2 said fiberoptic was available at the address. In fact, it is the only thing available in the new-build apartment.Then I was told it is not technically possible, and the connection needed to be updated. Telekom came on October 28th 2025 and updated the connection with a new Glassfasser-ID.  I was told to wait until O2 activated the connection, but I never heard anything.On November 15th 2025, I called O2 and they said they received the connection information from Telekom on November 6th 2025, but because of an IT issue

Hello,I have just completed the cable route and activated it through the My Service app, but I am unable to access the O2 start page as instructed. What to do? Could you please provide me with the correct link in case I am not accessing the right page?

On my contract O2 my Home L the speed should be up to up to 250 MBit/s Download up to 40 MBit/s UploadBut I never pass the 100 MBit/s and in upload 5 MBit/s, which is even lower than the O2 my Home M and S.What can I do? o2_Giulia, 12.11.2024, 08:46: verschoben von DSL, Kabel & Glasfaser zu English O₂ Community: Broadband & Landline

Hello,I'd like to change my current 1000 Mbps tariff to 250 Mbps (O2 Home L 250 Flex), ohne Laufzeit. How can I do that? Thanks in advance 

My current internet plan shows up as “my Home M” on the bill. I wonder if there is any difference between my current plan and the “Home M” advertised on O2’s current offerings. My initial 2-year contract has long since finished, and currently is cancellable monthly. My bill shows the base price of 29,99 €, plus two Grundgebühranpassung totaling 2,62 €. The modem rental is 1,99 €, with an old model (I think). My questions are:Are there any difference between the “my Home M” and “Home M”? Is it worth it to make a two-year contract again just to get the 29,99 € price again without the Grundgebühranpassung? How about the modem-rental fees these days? I technically don’t need a new modem, since the current one works just fine.I am reluctant to upgrade because:Internet connection routinely drops for about 10 minutes (nearly daily in recent weeks, often at around the same time) -- too short for the “o2 my Servic