If you signed a 24 month contract you will not be able to change it to one that can be cancelled at any time but you can terminate it early if you move and o2 cannot provide the service at your new address. This is likely in student halls of residence.

Dear bs0,

Thanks a lot for your quick answer. Yes, that is exactly the case, indeed o2 cannot provide the service at my new address, since it is a student residence and has one internet provider for the whole building.

Can you tell me what is the procedure for terminating it and if I need any kind proof of this situation?

Beatriz

You need to go to the customer portal and request to move the connection to your new address (Umzug beantragen). o2 will then confirm that they cannot provide the service at that address and that you may terminate the contract early by paying three months' line rental. They will want a copy of the registration at your new address as proof.

Many thanks! I will try this.

When I go to “Umzug beantragen” I type my new address and it says the connection is possible at that address, and asks me to book a date for the installation. It is not possible, for sure, but I understand that the system does not know that. What do I do? Do I confirm and choose a random date? A 49,99 euro bill appears. Will I get charged this value?

Is there not a better way, like maybe I can send you the contract for the student residence saying that internet is included or something like that?

Thanks.

Hello @Beatriz L and welcome to our o2 community :-)

If you have a DSL connection and move to another address in most cases the DSL connection can move with you. I recommend to chose the option with a one time fee of EUR 49,99 else the other option would be to extend your contract another 24 months.

The fee will only be billed if the connection can be and finally is established, if the DSL connection can not be technical activated, this will will not be charged and you will have the possibility to cancel your contract to an earlier date.

Even if there is an existing internet connectio nin the students dorm this does not in every case automatically mean that a DSL connection can not be actvated.

Regards,

Lars

Dear o2_Lars,

Thanks for your reply. I chose this option with a 49,99 euro fee. How do you confirm if the connection can be established? Will they send a o2 technician to check, on the date that I chose? Or can I send some document signed by the administration of the student residence hall saying they don’t allow the installation of an internet connection?

Beatriz

Hello @Beatriz L,

if you started the process of moving your DSL connection to a new address you should recieve a verification call within a few days to verify the data we recieved is correct, there is no misspelling in the address and so on. After this check we will have a look into this and see if the local provider, that we are working with confirms that he is able to establish a connection at the new address. If we recieve a positive feedback a technician should appear at the to be confirmed date.

If we recieve a negative feedback stating the our local provider is not able to establish a DSL connection on the new address we will get in touch with you fur further information. 

Regards,

Lars

Dear Lars,

I didn’t receive any phone call confirming anything. Today the technician was supposed to come, I was home the whole morning and he didn’t come. I received an email telling me to call 089 78 79 79 400 as soon as possible, which I did, but I couldn’t get in contact with an actual person, only automatic voices. I tried to understand the german enough to get in touch with a person, but it was not possible, the automatic call continued asking me questions and speaking in German.

I need this to be solved as quickly as possible. Here in the student residence, where I live now, the administration confirmed that it is not possible to install an external DSL connection, there is already internet connection here. Can you please give me a solution, so I can request the early termination of the contract?

Thank you. I am starting to be a bit angry about how your service is so complicated and non-obvious, at least for foreigners… My german level is ok, I have a relatively simple problem but it seems impossible to solve it…

Hope to hear from you soon,

Beatriz 

Hello @Beatriz L,

please excuse any inconveniences. As far as I can see the technician tried to reach you but he got no access to the building.

If the administration denies any DSL and or landline connection in the dorm I recommend to send this document together with the Abmeldebestätigung and the Anmeldebestätigung as a prove that you moved to the new address via postal mail.

You will find the address on every invoice right aboce your own.

Unfortunatley we do not have the possibility to handle deactivations and contract cancelations directly here in the community so the way via sending all necessary documents is the best one in this case.

Regards,

Lars

Dear Lars,

Thank you. I will try to send all the documents.

Best,

Beatriz