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Good morning,

 

I have moved this month to a new address.

By the end of September I called the client service to move my internet connection (DSL) with O2 but I was told that O2 could not provide DSL connection on my new address and then I could terminate my contract by sending a copy of my new flat contract to “Telefónica Germany GmbH & Co. OHG Kundenbetreuug 90345 Nürnberg”.

After two weeks I find out on my personal profile that my termination has been approved for August of 2022 ¿? I called again customer service and I was told to resend again my new flat contract that it should be accepted for terminating the contract ASAP.

I did it the last 20th of October and still I have no answer from your side. What can I do?

 

Thanks

Hello,  

Did You send the "Ummeldebestätigung " for new Adress? 

Hi @Pedflo 

Bollermann was absolutely right. Just send in a cancellation letter and add a copy of your so called “Meldebestätigung” from Einwohnermeldeamt and our colleagues from cancellation department 

will get back to you. 

Best Regards Matze 

Hi @o2_Matze 

All right, I have done it with the “Meldebestätigung” now. It’s weird because in two occasions I was told  that with the contract of the new flat would be enough but let’s see what happens now.

Anyway would be great if you, O2 as a company, would implement an online system to terminate the contracts. It would save all a lot of money, paper and time, just as anyone can hire all your services online without needing to send mails ;) 

Regards

@Pedflo 

a regular cancellation request can be placed online. Check: www.o2.de/kündigung

An extraordinary cancellation is something special and has to be investigated case by case.

Keep my fingers crossed for you getting an answer very soon.

Greetings

@o2_Manga 

It should be as easy as enable an online platform to upload the “Meldebestätigung”. Then call the Bürgerbüro to confirm that the user moved to that address and that’s all. We all would safe in paper, transport moving the mail and time. It does not seem very difficult actually.

One and a half month already trying to cancel my contract because I moved and couldn't make it yet. Just as an example, it took only one week to my former electricity company to cancel the contract (that I also had a Kündigungsfrist). Seems like there is a lot of room for improvement from O2 side on this aspect (among others). For sure first and last time from my side 

Regards

Electricity is not the same as there is a statutory right to terminate the contract if you move. No proof is necessary.

Then more reasons to make things easier to clients to proof that they moved, like enabling an online portal to fill and upload all necessary documents

Hi @Pedflo,
since it is not a rule process, this will most likely not be introduced but I have forwarded your idea. I see you have already received feedback from our department as well. I hope it was as you hoped it would be.
Love greetings
Larissa

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