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Goodmorning everyone,

I had signed up for a DSL offer and recently received the router delivered to my appartment.

Yesterday the technician came to my house and set up the DSL.

During the day I have received confirmation of the offer activation via email.

Trying to proceed with the first installation I was asked for the username and password (selecting o2 in the provider list in the router menu).

Looking for information about this username and password I found out i should have received  a “Welcome Letter” with the information.

Unfortunately I have never got it, so I’m paying for a service I can’t use (The DSL is correctly set up but I can’t proceed with the first installation).

How can I get the username and password?

I tried to call the hotline but unfortunately I dont speak German. Is there another way to get it?

Thanks for the Help!

 

Andrea

The “welcome letter” is usually an e-mail with an PDF file attached. Check the SPAM folder of your e-mail mailbox if necessary. 

If you specified when ordering to receive contract information by mail/letter instead of e-mail, it is necessary that the name of the contracting party was attached to the mailbox. 

Hi,

 

thank you for the reply.

 

I didn’t ask to get it delivered by letter but if for whatever reason that happened probably my name wasn’t on the mailbox yet.

 

Unfortunately the SPAM get cancelled after 30 days and I signed up more than 30 days ago. I checked and it is not there ( I didn’t know I would have received a welcome letter).

 

I need to receive the information again otherwise I can’t use the service, so what I’m looking for it is a way to get the it.

 

How can i get it again?

 

Thanks

 

Adrea

Contact customer service.

https://www.o2online.de/kontakt/whatsapp-chat/

All steps after ordering an o2 DSL connection are explained here:
https://www.o2online.de/service/internet-einrichten-aktivieren/

 

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