Hello , 

I moved to the building next door and transferred my o2 cable internet on 26.01.24. in order to transfer my Internet,  I went online to do this. The two options were 1) Extend my contract and not get charged €49.99 2) get charged €49.99 and do not extend.

I confirmed the 2nd option and I was charged €49.99 this month. Because of a problem, with no internet for many days when we moved, unhelpful English hotline, I wanted to change service providers. My husband tried to call o2 to confirm and ask what we had to do. He did not know about the English hotline. He was hung up on 7 times because no one spoke English. I understand the not speaking English part but not guiding him to the English hotline is really unprofessional. He called the English hotline because I told him about it . The English hotline told us it was not his department. 
We finally gave in and asked our neighbor to help us. He called the German hotline and the very nice customer service told us that we extended our contract and it ends 2026 January. If this is the case, then why did I get charged the umzugsgebühr? And why did the confirmation not work online? Why does my contract on my O2 app say I am month to month? All of this is the reason why I want to change providers but apparently I can’t. The o2 English community here has been extremely helpful which would be the only reason why I would stay. Attached screenshot is what my app says but according to customer service, it is extended . If I have to extend although it wasn’t my choice then i should not be charged. If I am month to month, then the contract details in my account should not show that I have extended. What are my options? Do I have to involve my lawyer because of contractual discrepancies? Thank you.