@NeuerBenutzer110220190951 

1.) is this a complete new o2 contract or you move an o2 dsl contract the new apartment?

2.) is the Telekom Message like this? If yes, you must raise a technical ticket. Please mention the Telekom Start page. This is important. The technician from the Telekom make a mistake if he make your line ready. Technical: Dein Anschluss ist verschaltet worden.

Please use for this the o2 service app.

You can try to make the ticket over the English hotline.

Thanks for the answer,

I want to cancel my contract , where I can do it, 

BR,

Ghassan 

Did you order o2 to move the DSL connection to the new address at least 4 weeks before the move? The connection can only be used at the new address after it has been successfully provided. 

If you no longer wish to use the services of your o2 DSL contract at the new address, you can terminate your contract to the end of the agreed contract term by observing the notice period. o2 will then invoice you for the costs of all the remaining contract months in one sum. According to the contractual agreement, the termination must be made in text form. 

Kündigung per Brief

Um deinen O2 Internet- & Festnetz-Vertrag per Post zu kündigen, schicke uns bitte ein Kündigungsschreiben mit Angabe der zu kündigenden Rufnummer sowie der Unterschrift des Vertragsinhabers an folgende Adresse:

Telefónica Germany GmbH & Co. OHG
Kundenbetreuung
90345 Nürnberg

See also:

The order was placed at least 8 weeks before the move, 

We had an appointment for the technician on 30.07 but he didn't come.

And for the whole week I am trying to fix the problem eitherby tryingby myself or talking to the support. 

I feel that you sell the service and don't care if it is delivered or not. 

Taking into consideration that I am working from home and took 2days off because of this mistake by someone, 

Hi @NeuerBenutzer110220190951 ,

sorry for the inconveniences. I’m happy to see, that you’ve managed to contact the DSL-Department.

You should get a message once the error has been identified and further steps are planned.

Thanks for the the support, @Joe Doe & @blablup !

Best regards,

Kurt

@o2_Kurt for the second time the technician did not show up. 

Waiting 6 hours for the technician and for nothing is not good thing.

What tells you the home box after connecting to phone line?

@schluej  we got a new appointment for today,   I am wondering should i stay at home for another 6 hours , or i may expect a call earlier,  or what?

Thanks

@NeuerBenutzer110220190951 Did now the Telekom technician appears? 

 Thanks,  finally its working. 

I would recommend adding this case to the support book, from the first call I was trying to explain that technican is needed. 

Fine @NeuerBenutzer110220190951 

if you are in need of more assistance feel free to get in touch with us again.

Greetings

Hello again @o2_Manga 

This time about invoicing 

There are a lot of extra charges in the new invoice I am not sure why ,

•  5 Euro monthly extra for  FritzBox , even no new FritzBox were received 
• The original monthly fees for my mobile number were 5 Euros monthly and suddenly became 20 Euros
• 50 Euros were added to the invoice even I got 2 mails from O2 saying that I got  69 Euros bonus
  
  It will be great if someone can check what is going on
  
  BR,
  Ghassan      

Hello @NeuerBenutzer110220190951,

I had a look into this.

Unfortunately there were some issues with the tariff, I tried to get them back to its original state as good as possible.

I activated a discount on the fee for the router so it should not be billed on future invoices. I also informed a ninternal departement to have a look at the mobile contract and fix the discount so this should be back to normal soon.

The fee of 49,9 is billed fpor moving the DSL connection to a new address, the discount of EUR 69,99 you may have seen was for the initial activation fee that will only be billed once at the beginning of the contract time.

Since this is no new contract no activation fee was billed hence the discount on it does not apply.

I also arranged two seperate one-time discounts, one for the router fee and one for the mobile contract. You wil lrecieve a conformation via email as soon as they are activated and will also see this on one of the two coming invoices :-)

Regards,

Lars