English O₂ Community: Broadband & Landline

Hi,I made an order in store on the 26.02.2025 for a o2 Home S 25 and received an email confirmation but for some reason, whenever I open the mail, I am told I am unable to see due to “technical error”. I can see the order on the phone app, but I cannot see where the router itself is or update the delivery address of the router. Would anyone be able to explain why that is?Best wishes,Lenny

Hello community,on 13.02.25 I have ordered a new Home XL 600 fiber optic contract. Currently, I use a fiber link from Telekom, so there is an infrastructure and a fiber port available in the apartment. Yesterday, a technician came and made some “manipulations” with the fiber port, also he has put a new fiber-port-ID sticker (he said the previous is not valid anymore). He told me an activation link shall come next hours, but nothing has arrived so far.My contract status is hanging like that since days now: I have never requested any phone number porting as I do not use landline and basically do not care about them at all. Requsted activation date was 03.03.25, but ideally I shall receive router before the date.Currently I am hesitating to cancel the contract with Telekom because I do not want to end up without a connection at all… o2_Giulia, 21.02.2025, 20:37: personal data deleted

Hello, last week my ADSL internet works very slow, could you please help?  

Hello,I have a 50mb DSL package in my home. I would like to replace my old modem. I ordered a Keenetic Hopper DSL with supervectoring support (300 Mbps). However, the DSL connection never comes up, the modem cannot see the DSL line? I know that O2 only offers 250mb max. What could be the problem?

Hi Community,Need help regarding the change of home internet technology. We currently moved into our new flat and requested to have our current DSL connection to be established at our new flat. An appointment is set for this on 14.02.25 so looking forward to it. Now a concern & doubt comes in my mind, I saw a promotion offer for fiber optic which I opted, this will take some time for setup as this is a different technology and it will properly be setup in couple of months as I suppose. Now my question is, Is it a switch to our current DSL contract or a completely new contract ? Because having 2 type of internet connection in a single household does not make sense at all...Please someone from O2 suggest what are my options here ? Thanks alot.P.S Our current contract is in the name of my Wife. Best Regards,Hassan B.Edit o2_Antje: Moved from o2 Home to English Community 

Hi, I have terminated my home XL contract by the end of February, may I ask whether I would receive any documents regarding the termination, and how could I return the router? thanks in advance!

I got an offer to extend the contract with new reduced charges, the pdf didn't download but the tick mark was done and niw I cannot see this, where and how can I get this?Also, I don't understand why support team said that a router is also added, even though this was not requested since I already have an O2 router purchased. o2_Giulia, 24.01.2025, 14:59: verschoben von O₂ Home: Vertrag & Tarife zu English O₂ Community: Broadband & Landline

Hey, my Internet activation day is tomorrow, but I haven’t received my router from o2 yet, should I be at home tomorrow for activation? Will the master bring the router? I have ordered my router from o2 when ordering a home internet

Hello I order my products twice because i had a mistake in my first order order although there is no information aboutbthat order sent to me yet but i want to cancel my Edit o2_Antje: Topics merged

One month ago i order internet for my new house from o2 in butzbach city. And modem comes and didn't work i say to the person that work in 02 that internet is not working he come to my house and he couldn't fix it also and after he order a new modem and same problem with the new one and dosent work and i wanted to cancel and i did callhim he saying i most pay for first two month and then i can cancel the contract i dont understand why should i most pay for something that is not working?why 02 always try to abuse people

Hello everyone,I will be moving to a new apartment in 2 months. The new apartment has option for fiber optic connection but it will be available only post June due to construction issues. Since I often work from home, what options can I choose to ensure smooth internet connection for my work.Thank you for the suggestions.😊Edit o2_Antje: Moved from Mobilfunk to English Community / 15.02.2025 

I made a new contract and beside that the device was so bad (two weeks to get the correct router for example) I got my first Rechnung which is totally different from what I sign for.  I just can’t find who to speak about it. It’s easy not the contract that I have. I feel so frustrated with the service since I start this process with O2. Edit o2_Kathi 18.12.24 Moved from the section o2 Home: Vertrag & Tarife to English o2 Community: Broadband & Landline

Dear O2 Team, I am writing to formally request the cessation of all service charges associated with my account. My service termination was effective as of January 28, 2025. The initial termination request was submitted on November 25, 2024, at 8:51:32 p.m. Despite this, I continue to receive emails indicating ongoing service charges, and I've been paying for it without any complaints.But please note that I have already completed the required termination procedures, including returning the router, which was confirmed as received on January 9, 2025, at 3:17 p.m.I kindly request that you stop any further charges to my account. Should there be any additional charges on my bank for this month or in the future, I will be compelled to report this matter to the German telecommunication authorities.Thank you for your prompt attention to this matter.

I have been without internet for a week, reading forums they gave me the option to reset the router, after having reset it I get a message saying The DSL cable has been connected correctly. in green and then Status of the DSL connectionPlease wait: Still verifying, it has been like this for hours and it does not change, what should I do?Edit o2_Daniela: moved from DSL, Cable & Fiber to English o2 Community: Broadband & Landline 05.02.2025, 17:18 Uhr

Dear O2 team, Can you please help me by providing information how can I download the O2 invoices paid statement from January 2023-December 2023?This is required for Tax purpose. Best regards,Jayanta S.Edit o2_Kathi 08.02.25 Moved from the section o2 Home to English o2 Community: Broadband & Landline + Surnames removed for data protection reasons

My O2 router stopped working a couple of weeks ago. I contacted the support line and they confirmed that the router was dead and that they'd ship a new one to me in 2-3 business days. It's been 2 weeks and I'm still waiting. I don't have any tracking number to see the status of the package.I'm currently abroad and roaming charges are prohibitive, so calling the hotline is not an option at the moment. Is there another way that I can reach O2 support, e.g. email? If not, could any O2 staff let me know what's up with my router and when I can expect delivery?

Hello, my contract has been terminated sucrose and got the confirmation email from o2 last month. Also, there is no active contract in my o2 app. Today, suddenly I received a new invoice with new payments and bills. I don’t know what is happening. I am about to leave Germany. Everything is closed with o2 then why they are making me pay them extra money. I tried so much to terminate the contract then after trying many time it finally terminated. Please tell me how to solve the issue as soon as possible 

Hello,I was having the O2 DSL Broadband Contract that ended in the first week of September. I forgot the exact date and “My O2” doesn’t show it due to some technical reasons. Strangely I am still getting the bill after 2 months.  Current Invoice said €23.57Last invoice from 11/24/2022 due on 12/01/2022 I don’t understand why am I being billed? When does it stop? Best regards,Vinay Murthy

This is my second attempt to get the Kabel internet and has not been successful so far. I switched from Vodafone but I don't have internet after Vodafone contract ended.  O2 was activated on 10.01 . I have called the hotline many times with my Mac Address and restarted my fritzbox 6660 with no success. Can someone please help here? Thanksedit o2_Gerrit 21.01.2025 moved to English O₂ Community: Broadband & Landline

I signed up for cable internet with O2 about a month ago and had an installation appointment scheduled for October 24.No technician showed up on the appointed day and time and I received an email with instructions on how to connect the modem (FRITZ!Box 6660). Even though I followed the instructions I still had no connection and called customer service who opened a ticket for me. I was then given an appointment with a technician who never showed up. It has now been 3 months without internet. o2_Giulia, 31.01.2025, 13:35: verschoben von English O₂ Community: Mobile zu English O₂ Community: Broadband & Landline

Hello,  My Fritz Box 6660 Isn't working. It was working normally and then suddenly it stopped and the power cable button started blinking. I unplugged and plugged back the wires several times but it still doesn't work. I called the English Helpline number and they created some ticket with ticket number for technical review, however, I am not sure if that's for technician or what. Is the technician gonna contact me for the same?This is happening on a regular basis now. This is really stressful since I am unable to work. Please help and fix this.  EDIT: verschoben aus DSL, Kabel in Englisch: Broadband&Landline;  02.02.25;  o2_Maria

Dear community,I recently moved out of Germany which is why I had to cancel my o2 subscription. To this end, I also have to send back my rented o2 homebox. I found online (via https://router-retoure.o2online.de/start/app/returnsorder) that it is possible to ship the homebox to o2 via DHL. My problem, however, is that I have already returned to Denmark and DHL in Denmark (for some reason) does not accept the QR code or return label provided via the website. I also tried twice to send it to the specified address via GLS, i.e. to:Telefonica Germany GmbH & Co. OHGc/o KOMSA AGWittgensdorfer Höhe 40009228 WittgensdorfGERMANYHowever, the carrier have told me twice that it is not possible to deliver the package to this address.Do you have any suggestion of how I can deliver the homebox back to you? It would be quite complicated if I had to travel to Germany to ship it. Last time I went abroad, it was possible to ship it to you from Denmark without any problem.Best regardsMathias

Mein Internet funktioniert seit gestern nicht mehr, ich kann nicht von zu Hause aus arbeiten und das kostet mich zusätzliches Geld, ich habe angerufen und sie geben keine Lösungen, nur dass es im Raum Potsdam keine Verbindungen gibt. Ich möchte eine Entschädigung beantragen und eine Beschwerde einreichen. Das einzige Problem ist, dass ich einen Ort finden muss, an dem ich wie heute mit Wifi arbeiten kann Und für mehr Daten auf meinem Handy bezahlen

Dear O2 Team,I am currently paying €40 for a 50Mbps plan, and I would like to upgrade to a faster plan. However, when I’ve called multiple times, I’ve been told that I cannot upgrade until my contract ends in July. This seems illogical, especially when other offers, such as the 500Mbps XL Home plan, are available at the same price.As a long-time customer, I believe it would be reasonable to allow an upgrade prior to the end of my contract, as O2 has done for others in similar situations.I kindly ask you to review my case and offer a solution. If an upgrade cannot be arranged, I will unfortunately have to consider switching to another provider once my contract ends.Thank you for your attention to this matter. I look forward to your response.Kind regards,Ahmed Kacem EL MAHFOUDHedit o2_Solveig 10.01.2025, 17:10 Uhr verschoben von o2 Home → English o2 Community 

Hi, I recently attempted to order DSL internet from O2. A personal account was created for me to track the status of my order. However, my account has since been blocked, and I can no longer have an access to it.It seems this issue might be related to Telekom not having free DSL lines in my building. If that is the case, I would have expected to receive a written letter or at least an email regarding the cancellation of my order. Instead, my account was simply blocked, leaving me with no information or updates. How common is this? And what can I do? Thank you! o2_Giulia, 30.01.2025, 16:35: verschoben von English O₂ Community: Mobile zu English O₂ Community: Broadband & Landline