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Dear  O2 Experts,

this morning I went to the O2 store to gain assistance in assuring that my contract is not renewed . I think I organised this when I entered into the contract, however the store clerk said it may not be. I would like to get up to date advice on how to assure the contract is not renewed.

Additionally I would like to know how to cancel my monthly ADSL contract. It seems that for every contract that O2 have, you must have a separate email address for which to lodge related questions. I would like to have all questions answered simply and without inconvenience of creating an email address especially for ADSL 02 community support. Please help.

Kind regards,

Rocco 

Dear O2 Experts,

 

I would like to terminate my ADSL contract. It is a monthly contract. What information must I add in the letter. Is the phone number for ADSL sufficient ?

 

Kind regards,

Rocco

Phone number and  Kundennummer.

Hi @Spottie,

 

is your request already solved in this message: https://hilfe.o2online.de/dsl-vertrag-33/return-of-adsl-router-514996

 

I also see that you have sent us already a cancellation because of moving abroad. You were already informed by e-mail that we still need the following documents:

  • a deregistration certificate of your present place of residence in Germany
  • a notification of your new, foreign domicile (alternatively a confirmation of your employer or landlord)
  • your approval for us to charge you the all-inclusive basic fee for 3 months

As soon as we get these documents and confirmations from you, we will cancel your contract as soon as possible.

Please see the procedure to cancel your contract because of moving abroad here: cancellation because of moving abroad Just fill out the form “cancellation because of moving abroad” and send it back to us with the requested documents.

 

If you have any further questions, please feel free to contact us here in our English community.

 

Loving greetings,

Tobias

 

Hi Tobias,

 

Thanks for your email.

 

I did not receive the email that you mention. Which email address was used ? Can you provide a hint ?

 

I have the deregistration certificate of my residence in Munich. I don’t have a new registration certificate or landlord notification as I have moved back to the home that I own. I don’t understand why I would need to accept 3 months of basic fees. 

For several years now I have been on the monthly contract. As far as I have understood I could cancel it with a months notice. The monthly contract is more expensive than the longer term contracts, and I have been paying more each month and I have done so understanding that I can cancel with just a months notice. I gave notice in November, and so I expect that the contract will be cancelled within the notice period . I didn’t expect any requirement to be forced to pay 3 months extra basic fees or to have to provide extra documentation. What is the purpose of the monthly contract, with a months notice if I am forced to pay 3 months of basic fees ? Please explain.

 

Kind regards,

 

Spottie

 

Hi Tobias,

Please read my previous message.

In addition to that I want to add the following for completeness and clarity.

I have a handy contract that expires in April 2020. I have sent a letter requesting that the contract is not renewed.

I have an ADSL contract that is a monthly contract. That is what I was speaking about in the previous message. I sent a letter to cancel the monthly contract.

In each case I don’t think I have to send more information than the letters that I have already sent. Please explain why I would need to do so. 

The message that you posted is alarming. I am hoping that it is a misunderstanding. 

I have also returned the ADSL router.

I posted a message on this handy account, as the account for each service that you purchase from O2, expects a different email address to allow forum activity from that respective  account, and I don’t have long list of email addresses.

Please help me understand why my letters aren’t enough to execute the instructions that I made in the letters,  as it is alarming.

Kind regards,

Spottie

 

Hi @Spottie,

 

thanks for your messages.

 

My previous message was about your mobile phone contract. At the moment, your mobile phone contract will end on 7th April 2020 and your DSL-contract will end on 31st December 2019.

 

If you are fine with these cancellation dates, you do not need to do anything more.

 

If you like to end your mobile phone contract as soon as possible, please see here the procedure for it: Cancellation because of moving abroad

 

Please send us the deregistration certificate of Munich as soon as possible. If you have no registration notice for us, we need a confirmation of your workplace or of your student place. If you do not start working or studying right away, we need a confirmation of your house rent for example.

 

I hope I could help you with this information.

 

Loving greetings,

Tobias

 

 

 

 

 

Hi Tobias,

 

Thanks for the clarification.

Regarding the ADSL, would like to have the ADSL contract cancelled as per scheduled, meaning that I won’t do anything else as you have pointed out. Can you please tell me if the router has been received and it’s reception been documented ?

Regarding the handy contract, if I request a cancellation based on my move from the country, what would be the remaining charges ? What are these basic charges ? Do they include the handy itself ? I will look at the money saved and make a decision on whether to request a cancellation based on my move. If so I would be able to fax a copy of my deregistration certificate from Munich. I don’t have any other document but I understand that the deregistration certificate is enough.

Kind regards,

Spottie

 

Hello @Spottie ,

 

we haven´t received the hardware, as of now.

There is no entry regarding that matter from our logistic department. Did you return the hardware via DHL? With or without the return form?

Do have a tracking number?

 

Regarding the SIM-Contract:

You have a SIM-Contract, which has a pending deactivation notice, and a hardware contract for the iphone 8.

The cancellation date of the SIM-Contract is the 7th of April, 2020.

The contract comes with a basic fee of 29,99 € per month, that price has been reduced to 9,99 € because you´ve bought the iphone along with it.

 

The iPhone costs 38,50 € per month.

The early cancellation will require a payment of 3 basic fees. The exact amount will be given out once we´ve checked all documents.

The iPhone will have to be paid completly. You can already end the contract in your “Mein o2”-Portal, just switch to the Hardware Contract and choose “Vorzeitige Abzahlung”.

Remaining, as of this moment, are 154 € for the iPhone.

 

Viele Grüße,

Kurt

 

Hi Kurt,

Thanks for your message.

I did return the ADSL router. I returned it on 19/11/2019 at 2:08 pm.

The DHL number is 196573633531. According to DHL tracking, it has been delivered. 

I have the receipts from the Deutsche Post. Please let me know that it has been located, and that I won’t be charged for the router. I did send it back, as per the 02 instructions. 

Regarding the Handy contract, I am happy to allow the contract terminate on the 07/04/2020. I expect that after that date there will be no further charges. That is correct, yes ?

Kind regards,

Spottie

 

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