English customer support

Moin Moin,

Hello ​@gaby309,

welcome to our o2 Community 😀

You would normally receive the order confirmation (Welcome to o2) by letter, not by email. Have you received it in the meantime?

Did you order a DSL, cable or fiber optic connection?

For DSL connections, you can easily read the line ID on the website www.anschlussinfo.de. You do not need to log in to do this. Please find more information here: DSL-Aktivierung

Our customer support will also be pleased to help you. You can reach the English speaking support on 089/66 66 300 81 (Mon. - Fri. 8 am - 8 pm, Sat. 10 am - 6 pm, on workdays).

Please let us know if you have any further questions.

Best regards

Giulia

Hello, I ordered a connection with DSL, I tried to read the line ID on that website, but it asks me for my internet provider (O2) and after it asks me for `Benutzername` and `kennwort` which I understood I should receive in that Welcome to o2 letter that I dont have.

For the letter I chose to receive everything on email but if the letter is supposed to come in my mail then i guess i can wait another week or two.

Good morning ​@gaby309 🙂
When did you order your DSL contract? Has an activation date already been set? In the meantime, have you received a letter or e-mail from us with the subject “Welcome to o2” with all the necessary data?
Best regards

Kathi

Hello, I made my order on the 19th of december, the activation date is on 14th of january and no, I have not yet received that letter or email

Hello ​@gaby309,

I have checked your order and everything looks fine.

I will send the welcome letter also by email, just in case you don’t receive the letter in time. Please also check you spam folder.

Have you received the router meanwhile?

An express activation is not possible in your case as the technician has to come on the activation date. We cannot bring this date forward.

Please let me know if you have any further questions.

Best regards

Giulia

Hello, thank you very much, I have received the router, email and everything is alright, unfortunately I cannot get express activation, seems like my landlord was wrong and the previous tennant didn't have a connection active, at least not the one that was living in this appartment, nonetheless thank you for your help and have a nice day!

Hello ​@gaby309,

you are welcome 😊

If you have any further questions during the activation process, please let us know.

Best regards

Giulia

Hi

The menu is only in German, I don’t understand any word of German.

My DSL line last 3 months is horrible. I’ve asked technical support 3 months ago to fix the issue. They suggested to restart and reset router, that didn’t help. It took me one week to search technical support contact and two days to contact English speaking hotline to contact.

Could you provide the technical support contact? For me it’s difficult, better to cancel the contract but not have such problems.

better to cancel the contract but not have such problems.

https://info.o2online.de/kuendigung/

Good morning ​@alikjon.

We're delighted that you've found your way here and are sharing your concerns with us. Welcome to our community 🙂

We're sorry to hear that you've been experiencing problems with your landline connection for so long. We apologize that it was so difficult to find our contact details. Do you have anyone who speaks German and can help you contact our fault hotline?

Alternatively, please contact our English hotline again.

Are you familiar with our o2 my Service app? Feel free to take a look at it to see if you can find anything there.

I called the English speaking service. They offered me a mobile Tarif, I asked to send me information to my email. They said to send this info I have to say Yes, Yes and No. They said something in German. So they ordered me the contract for two years for 39 euro per month!

I will fight in court, it’s principal decision and cancel all the contracts!

Contact your local consumer protection agency. Contracts concluded over the telephone must be confirmed in writing.

https://www.verbraucherzentrale.de/wissen/digitale-welt/mobilfunk-und-festnetz/vor-dem-abschluss-telefonanbieter-muessen-vertragsdetails-bereitstellen-65491#

​@alikjon What you experienced on our customer hotline is not acceptable. They should not be allowed to sell you a new contract if you do not want one. So you did not receive any documents to confirm this before signing? Please send us a cancellation notice. You will find the form and email address for this in the emails about the contract, which we hope you received.