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DSL contract activation department problem

  • 29 December 2023
  • 3 Antworten
  • 38 Aufrufe
M
Rang

Hello. I ordered a DSL connection few days ago, but after not being able to check the order status with the link that was sent to me by email, I contacted the English speaking support regarding the issue.
They informed me that the contract is currently on hold and not being processed further because the Activation department had some questions that they needed to clarify with me before proceeding further.  But the problem with this is that the English support asks me to speak German, or find someone that speaks German before connecting me to this activation department, because apparently, nobody in the activation department speaks English. 
So, I would be really grateful for an advice on how to proceed in this case, as I recently moved to Germany and don’t speak German, or have a friend that speaks German who can help me with this issue. 
 

3 Antworten

o2_Sven

Hello @macslv ,

welcome to the o2 Community 💙.

The issue here is that the previous tenant is currently still blocking the connection at your place with their contract. As such we’d need some form of documentation from you and your landlord that you are now the one living at this address and apartment. You can also send this in by using the online contact form. After that it is important that you try and get in contact with the activation department atleast once, while there are possibly people in that department that don’t speak any english, I’m sure there’s also going to be someone there that can help you and if the necessary documentation has already been send in, the biggest hurdle has been taken already.

 

Kind regards, Sven

Der Wochenrückblick - https://g.o2.de/wcr
M
Rang

Hello @o2_Sven 

Thanks for your prompt reply and looking into this issue. My roommate has an existing contract with Telekom but she is moving out and transferring hers contract in the new apartment on 8 January. 
Would it be sufficient for me to send the rent contract I signed for the apartment?

Regarding the activation department, I contacted the English support line two times and they were not able to find anyone that speaks English, but I’ll try my luck again tomorrow morning or on Tuesday :)

 

Thanks again!

o2_Sven

Hello @macslv ,

in terms of the documentation, what is needed would be something from your landlord showing that you are now the current person living at that address and that whoever was there before has left.

 

Kind regards, Sven

Der Wochenrückblick - https://g.o2.de/wcr

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