English O₂ Community: Broadband & Landline

Hallo o2 Team,My DSL router was returned to sender (Empfänger nicht ermittelbar) because my name was not yet on the mailbox.I have now added my name to the mailbox and doorbell. Could you please trigger a re-delivery (Neuzustellung) of the router to my address?My technician appointment is scheduled for October 6th.Thank you!Edit o2_Kathi 07.10.26 Moved to the section English o2 Community

Hello, I am writing here because I don't speak fluent German to explain my issue over the phone. We switched to O2 home internet about 4 months ago, and we have been experiencing constant connection drops. We are using a Fritz!Box router. For the past month, the situation has become completely unbearable — the internet disappears entirely multiple times a day on a permanent basis (in the morning, afternoon, and evening). I visited the O2 shop where we signed the contract, but the employee just gave me a phone number to call, which I cannot use due to the language barrier. This is a severe breach of service stability. Could an O2 moderator please check our line, look into our Fritz!Box connection logs, open an official support ticket (Störungsticket), and help resolve this issue? Thank you in advance

Since I started my contract (O2 home XL) I had issues with internet speed stability during evening hours. Download speed remains mostly high (around 300mbps) but upload speed drops to 2mbps, which makes the internet unusuable. I already opened a ticket but was closed because the technician that came did so during the morning, when the conection is fine. I tried contacting support through the hotline multiple times without success.I also noticed that the DOCSIS channels are messed up because the modulation on docsis 3.0 drops to 8QAM when it should be 64QAM and docsis 3.1 is sitting at 32QAM when it should be 128QAM or 256QAM. So the problem is a lot of ingress noise, the huge amount of noise in the coax network.The problem persists and since they are not willing to send a technician during the evening hours (when the problem occurs) I am seeking for a solution or I will be forced to end my contract with penalty according to TKG § 57 abs 4 (Sonderkündigungsrecht) attaching the Breitband

---- German version below ---Hello,I moved to Germany only 2–3 months ago and unfortunately do not speak German.When I first visited an o2 shop, two SIM cards/contracts were set up, and I cancelled one. However, it seems another additional contract was also created without me realising it.In August, I was charged approximately €52 in addition to the bill for the phone number I currently use. I initially thought this was a cancellation fee. When another €40 was charged in September, I checked and discovered a separate customer number.After setting up my first contract at the shop, I received an email asking me to register my customer details. I entered my information, thinking this was part of my existing contract. I wonder whether the additional contract may have been created during that process.Customer service told me that cancellation was no longer possible because two months had passed.Could the o2 team please help me clarify what happened and find a way to cancel this unintended a

Hello, I am an O2 customer in Germany and I only speak English. I need help with my broadband/landline account login and I would like to know if it's possible to switch my contract to a Flex tariff (without a long-term commitment). My landline number is 0XXXXX72. Could someone assist me?Edit o2_Antje: Personal Data removed / 19.10.2026

Hello,I’m hoping someone from the o2 team here can help, because the regular support channels have not worked for me at all.Timeline:10 May 2026: I ordered o2 Home fiber (UGG network). I also moved two mobile SIM cards to o2 to get the bundle discount. 2 June 2026: The activation date shown in my account passed. Nothing happened, and no new date was given. August – September: I wrote several emails asking for a date and a correction of my delivery address. Every answer was polite, but each one sent me to a different department or hotline instead of solving anything. 19 September: The deadline I set in writing passed without any real answer. 16 October: The connection was “activated” - but only on paper. The cable end in my apartment is not connected. There is no fiber socket. So I still have no internet.I sent a detailed email with photos of the cable and the modem. The answer: please call the hotline. But I had already called earlier and described the whole problem on the phone.I can’

Hello O2 Support Team,I recently placed an order for a new DSL connection on 03.10.2026. I missed a call from your customer service team (+49 89 787979400). Since I do not speak German, I am reaching out here to check the status of my order.I haven't received my final order number yet, but my requested activation date (Wunschtermin) is 23.10.2026 (08:00-12:00h).Could an O2 Moderator please let me know how I can securely send my personal details (name, installation address, and email) via Private Message so you can locate my order in the system?Thank you in advance.

Internet problems for months ! Many disconnects during the day. Also very slow speed most of the time (0.14 - 1.1 mbps). I have called the English line many times they open a ticket and then the technician close it saying that the line is fine or that he couldn’t reach me on phone (I got 0 calls) from English line they said that technicians speaks only German so that’s why they close the ticket. Well done o2 

I have been battling with bad service for month now and I am at my wits end as to how to proceed. I keep paying and the service never improves. I keep getting passed form one dept to another and when the onsite service has to be done the ticket gets closed without contact or follow-up communication so I have to start the process all over again. No one in the company seems to take responsibility or be able to connect with to the onsite tech operators. The service sounds really shady. In other countries this type of service would lead to class action law suits

Ticket – Internet outage, ticket closed although the connection is still not workingHello O2,I need help with my Internet connection because the whole support process has gone nowhere.The connection worked normally for around two weeks after installation, then suddenly lost Internet access.Timeline10.09.2026 – I reported the outage to O2. Ticket was created.11.09.2026 – I received a call from Elektro Willmann. They told me they could not do anything because the connection is apparently related to RidaCom/the building infrastructure. I then contacted O2 again and reported exactly what Willmann had told me.After that – O2 told me I would receive an update/SMS and that the problem would be dealt with within two days.Nothing happened.I called O2 again because nobody contacted me. I was told the case would be prioritised.I called again later because there was still no solution. Last Wednesday I was again told that the case was being prioritised.And now, 30.09.2026, I see that the ticket has

I order new connection for home internet O2 Home M 100 Flex (5G) by visiting 02 company shop in Dortmund. I already have O2 prepaid sim card. I only gave my O2 mobile number and bank details. But I did not receive any email or SMS to confirm I applied for this new connection. I visited the O2 shop again next day to check. They said your order is still being varified and they cannot give me Order Number as its not generated. Is this correct how you order at O2 shop. Because I have no proof that I have applied for the new connection. How long to wait for 1st email confirmation of my order and despatch details?Is this official O2 shop? This is where I went. https://maps.app.goo.gl/3zeJdw8jceSqvrdMA

How do I enable dualstack for ipv6? Thanks 

Hello all. I am a new customer with O2 Home XL 600 Cable. My service was activated on August 25, 2026, but since then I have had neither internet nor phone service. Until then, I had a working internet connection through Vodafone DSL. I bought a Fritzbox 6660 and decided to switch to cable service with O2. After the activation date, all my calls to customer service were unsuccessful. I submitted a ticket via the “O2 My Service” app, after which an appointment with a technician was scheduled for September 4. On September 2, the technician’s company canceled the appointment. I tried to reach the hotline and customer service by phone, email, and through the contact form, but I only received an automated response—never a solution to my problem. On September 6, an MSM from O2 informed me that a new technician appointment had been scheduled for September 15. In the meantime, I read that my router’s article number was not compatible with O2, so I purchased a new router—a brand new 6670 with a

Hello o2 Community Team,I am writing here because I do not speak German, and the German hotline is not able to help me due to the language barrier. I also visited an o2 Shop, but they refused to help and told me to call the hotline.I have a major issue with my 300 Mbit/s Kabel-Internet connection that has been happening for 2 days in a row:Tuesday night (approx. 22:00): Internet completely went out. I reported it, but I never received a confirmation SMS. Wednesday morning (approx. 09:00): Internet came back on its own. Wednesday evening (approx. 20:30): Internet went completely dead again. It seems like a structural capacity issue (Segmentüberlastung) in my area since it completely drops every single evening during peak hours and stays offline all night.Since my mobile carrier is not o2, you cannot load data onto my phone. Therefore, I am completely stranded without any internet at home for two days now, which is unacceptable.Could an o2 moderator please look into my connection, open a

Hi everyone,I need some help switching my current O2 Homespot 5G plan (ending in 9 days) to the O2 Home M 150 (Fiber/Glasfaser) plan.I live in a 2023 neubau apartment with an OTO box already installed on the wall. Neighbors in my building are already using Telekom and 1&1 fiber, so the local setup is definitely active and working.I spoke with an online agent named Ken to get a renewal offer for the Home M 150 plan. He offered a good deal, but mentioned the offer is only valid until my Homespot 5G contract ends on September 25th. However, his system blocked it from going through, saying the fiber connection at my address is "still under inspection," and he asked me to call the hotline to reach the Activation Team.I called the hotline to sort this out, but after being told the system froze, I was promised a callback that never came.While waiting for the callback, I checked Telekom's website, which shows my building is connected, though it lists a planned expansion completion date of

Hello, The Telekom technician has figured out that there is outage from outside the house and it has been a month since. They haven't fixed it. Could you please help? In 45329 Essen, Germany Thank you. 

Dear O2 Support Team and Moderators,I am writing to formally log a complaint and to urgently request assistance regarding the total outage of my DSL home internet connection.The connection stopped working completely on 10 Sep. 2026 (Thursday). I reported this fault to the O2 English Hotline on the same day around 08:00 AM, and a technical ticket was created. Despite my troubleshooting efforts—including power-cycling the router and checking the wall socket cables—the connection remains completely down as of 12. Sept 2026 (Saturday) afternoon.As a professional, having an active internet connection is my absolute priority. Being offline for over 48 hours is severely disrupting my ability to work. As the statutory 2-day repair deadline under § 58 Abs. 3 TKG has now passed, I am requesting the following actions as a matter of urgency:Technical Escalation: Please have a moderator look into my open technical ticket immediately and escalate it with the IT department to get my line reconnected.

Hello, I return the router when I finished the Cable internet with O2, they charged me 77,93€ anyways. I complained the situation by chat and they sent me an email confirming they started the process on 30 June and they will send me back the money. 3rd September and no money received.  edit o2_Manga: verschoben von DSL: Router… zu Englisch Broadband.

Hello,I'm interested in ordering O2 DSL/VDSL for my apartment, but the online availability checker shows a maximum of 100 Mbit at my address. Other providers (1&1, Easybell, etc) show 250 Mbit available at the exact same address via their online checkers.My apartment is located approximately 30 meters from the street cabinet (Kabelverzweiger). Could someone please perform a manual line check (Leitungsprüfung) for my address rather than relying on the automated checker? I'd appreciate confirmation of:1. The actual attainable bitrate calculated for my specific line and if 250 Mbit is actually possible?2. Whether Super Vectoring/VDSL2 vectoring is enabled at the cabinet serving my address3. Whether this line is provisioned via Telekom's network or another carrierPlease note that I specifically need DSL and NOT cable net.I can provide my full address through a private message.Thank you very much for your help.Best regards,Deniz

Hello,My official activation date for my new O2 Cable internet contract is scheduled for October 1st. However, my rented router provided by O2 has already arrived, I have plugged it in, and it is fully synchronized.Every time I connect, I am automatically redirected to the O2 activation landing page (kabelmodemaktivieren.vodafone.de) asking me to call customer service. The regular telephone hotline was unfortunately unable to process this for me, I already called the number few times and they just redirected me to another number which unfortunately couldnt process also my request. Since this is an official O2 rented router, could a moderator please reach out to me via private message so I can provide my customer details and request a manual Express Activation ahead of October 1st?Thank you very much for your help!

I am a O2 Mobile user. I created an account for Mein O2 easily and okay for that. Then after applying Homespot, everything okay: delivery is so quick in a day, activation and using no problem.But then I want to use the Mein O2 app. There I faced a wall. I learned to know that I cannot add it to my current O2 sim Mein O2 app because it is prepaid and thus they are on different system. Okay I accept that, but then I try to create an account for my "O2 Home S 50 Flex” plan it is showing like that. I try to use all 3 things (Landline,Mobile Numbers & Email) as user account. Nothings work. I tried as a Mobile Phone user and then after OTP it goes back to the first screen.How can I create a Mein O2 account to see my invoices monthly. My first month is now up and there is still no deduction from O2 (not even the inital setup fees) for that plan yet. I created SEPA payment when I applied.Please give me a way to see my invoices. I do not receive mail either.

Здравствуйте!8 сентября 2026 года я оформил на сайте договор «o2 Home M 100» (с 5G-роутером HomeSpot) на 24 месяца. На почту мне пришли только преддоговорные файлы (Vertragszusammenfassung и Widerrufsbelehrung), но официального подтверждения (Auftragsbestätigung) до сих пор нет.На календаре уже 16 сентября, а у меня нет даже номера заказа (Auftragsnummer) или номера клиента, чтобы я мог самостоятельно проверить статус на сайте. Писем в папке «Спам» тоже нет.Пожалуйста, помогите проверить, на каком этапе находится моя заявка и одобрен ли контракт. Готов предоставить все свои личные данные (ФИО, адрес) сотруднику поддержки в личных сообщениях (PN).Заранее спасибо за помощь!

Hi there,At 15:45 my cable internet lost connection. When I check the route green power light is blinking (Fritzbox) and in logging into the router confirms there is no connection.  I have tried the my service app to problem-solve however it states that there are “possible restrictions from your connection” and asks if I want informing when disturbance is resolved. Has this opened a ticket to resolve? What should I do next if not?I have followed all other steps to try to resolve this.

New to O₂, I was excited to finally have fiber installed in my home, so I ordered the package that included the 5690 Pro router. My activation date was last week, and I still have no internet. I’ve contacted the English‑speaking customer service multiple times, verified every setting, confirmed my username and password, and nothing changes — the router simply will not connect.I scheduled a service technician, but apparently they only do Zoom calls, and I have no idea if they’ll even speak English, so that should be interesting. At this point, I’m genuinely losing confidence in this whole process. The setup looks simple in the videos, but in reality I’m paying for a service that has delivered nothing but delays, confusion, and a headache.

I signed the contract for my Home Internet connection on 04.07.2026, and the latest activation date was 27.07.2026, as stated in the contract. Initially, the contract signing person told me that the Technician would visit me on the day of activation, but nobody visited, and I did not have internet activated at my home. The next appointment was on 30.07.2026 and 31.07.2026 nut again nobody visited to solve the problem. I call at least 2 times a day to O2 help center to get this issue solved, but I don't have a solution to date. Then the next appointment for the technician was scheduled on 14.08.2026, and still they did not visit my home to solve the problem. I tried calling O2 again, but still no solution. I had the last appointment on 25.08.2026 and took a holiday from my work to make sure that I don't miss the technician appointment, but again they did not visit. I have been waiting since a month to get my internet connection activated and it is really frustrating to call O2 every day