English O₂ Community: Broadband & Landline

Hi everyone,I have a new contract with O2 but I have problems with setting up the router. I have connected the gray cable to the TAE socket (middle socket) and according to the instructions, the WLAN, DSL and Internet lights should turn blue. However, the internet light is blinking blue and red (the color changes every few minutes) and it has been going on for hours. I have tried to reset it but it doesn’t help and this happens every time. The WLAN and DSL light are on and working fine. I tried to access the o2.box site and I gave the Passwort that I found on the back of my router. However, i get the error message that the registration was

I have ordered O2 Cable internet with their router device. I have been waiting installation day for around 30days. O2 said that when technician finish his job. They will text me or email to me. But there was no message at all. I have been awaiting all day. And called to customer center. They said that technician already been my place and I should have internet now. But even that time my internet was not working. I have tested with my O2 service app. It said that my device has not been registered in O2 network. I have to call 2 hours just to register my MAC address in their system. But after I registered MAC, it is still not working. I have to call f***** many many place to solve this problem. In the end, a guy said that “it looks like technical problem, it will take few days to come back to you!” What the ???? I have been waiting 30 days just to get internet. This is nightmare. I cannot work without internet!!!  In the end, I found out that O2 actually really on Vodafo

Hello, I have registered last week with O2 for new DSL contract. My activation will be on 05.11.2019. From the online O2 service, I got to know that the router will be sent few days before the activation date. However, I will not be available at that address till 01.11.2019 as I will be travelling. And I am afraid that, if the router arrive before 01.11 then there will be no one to receive it. So, I tried to change the delivery address to my work location (so that my colleague can receive it on my behalf) but, the online portal is not allowing me to do so. I am getting the message "Der Service steht kurzfristig leider nicht zur Verfügung. Bitte versuchen Sie es erneut zu einem späteren Zeitpunkt."("The service is unfortunately not available at short notice. Please try again at a later date."). Can anyone suggest me an alternative solution for this. Thanks, Sam19

Hello,I have called the O2 customer service several times to draw attention to the unnecessary router charges being debited from my bank account. The first incorrect deduction was done in December 2021 in the amount of 116.50 €. After speaking to the customer service I was told that there was a system request received to return the router and the money deducted was a fine. This request was not created by me but was apparently a system error !  The customer service rep informed me around mid February that the only way to solve this issue is to return the router and get a new one from O2 and then the money will be returned.I received a new router from O2 and the very next day returned the old one (confirmed receipt by O2 ).In the billing of March 2022, I see that not only the previous charges of 116.5  € was not refunded but additionally ~ 65 € was deducted from the account  for the new router !!!This has been ongoing issue for several months now. I

O2 set up an appointment for a technician to come repair our DSL which has been faulty for several weeks. The technician was meant to come “nach mittag” yesterday. The ticket was updated that the issue had been transferred to the technical team. Well, I sat at home waiting from 12-8 and no one ever showed up. No one rang called. I received no emails. The ticket status never changed  on the online ticket system.  I get that Telekom can mess with o2 a bit and that o2 can’t control the actions of the Telekom technician and I don’t blame them for that, but the lack of communication on the o2 side of things is pretty ridiculous. Customers shouldn’t be left sitting in ignorance when their DSL isn’t working, particularly during the pandemic when we rely on that connection to do our jobs. I’m very frustrated. 

Hello,I went to work, and today the internet installer went home. There was a babysitter at home, but she didn't even make sure she had internet. Internet connection failed. Is there a problem with the line? I don't speak German at all. I'm really annoyed. Aren't you supposed to at least check that there is internet access? Hallo,Ich ging zur Arbeit, und heute ging der Internetinstallateur nach Hause.  Es gab einen Babysitter zu Hause, aber sie sorgte nicht einmal dafür, dass sie Internet hatte.  Internetverbindung fehlgeschlagen.  Gibt es ein Problem mit der Leitung?  Ich spreche überhaupt kein Deutsch.  Ich bin wirklich genervt.  Solltest du nicht wenigstens prüfen, ob es einen Internetzugang gibt? Edit by o2_Katja: Moved to our english communityEdit by o2_Larissa: removed personal information: diagnosecode

Hello, Is it normal for O2 not to deliver routers/modems or to take long with delivering routers? The final deliery date of a cable router would have been 21.02.2022, and since then I called to ask whether it's being delivered soon or if it's even already sent. I was told it would be delivered in a few days. That still hasn't happened as of now, almost two weeks later.I'm not looking forward to paying a higher price for faster internet that I'm not able to use because O2 is not sending me the router that I'm supposed to also be paying for soon. Right now I'm using an old DSL modem just to be able to use internet, but this is a very suboptimal situation and quite slow. It would be great if somehow this would be fixed soon. Best,Fabio

How do I configure the HomeBox 6741 so that both the 2.4 and the 5 Ghz frequency band are displayed as separate networks? After an update, my smartphone stopped connecting to my WiFi. Other devices do connect to the WiFi (so the problem isn’t with the WiFi per se), and the smartphone does connect to other WiFi networks (so the problem isn’t with the phone per se).The problem is the communication between *this* device and *this* WiFi network. The phone manufacturer has told me to configure the router so that both the 2.4 and the 5 Ghz frequency band are displayed as separate networks, but I don’t know how to do that.I called the O2 Kundendienst, but the representative didn’t understand what I was talking about and was unwilling to help. She just kept saying there’s nothing wrong with the router. I know that, the problem is the communication between the router and the phone.Can anyone help?Eine Antwort auf Deutsch ist auch OK, ich schreibe nur auf Englisch,

Hello,I've ordered o2 MyHome L on 22.02.2022. In the shop they told me the earliest termin for tehnician to come is 10.03. So two days ago I waited whole day for someone to come only to see an email that says internet is activated. Ok next thing I do is connect my router after 2 hours since the activation but i cannot connect to the internet(DSL lamp blinks, new router, never used bought just for this occasion. And yes i tried to reset it to factory settings later.)So i thought maybe it's my fault, maybe I haven't entered correct password or something. I went to check my mailbox just to be sure and there i find a note from a tehnician saying that he is sorry that we didn't meet (I was apperently not available) and that i should appoint another termin. After going through abysmal voicemail service i finnaly get to talk to a human beign that says that my connection is active and should be working. She tells me later that they will send a tehnician and if I'm lucky he wil

Hi, I have ordered a new DSL connection via O2. Do I need to buy a separate modem or is it included in the tariff price and would be delivered to me? 

I have been waiting with the doormar and my phone at hand from 8 AM to 12 AM. I have followed the tracking page that was sent by email. Suddenly it changed from 2 people before you to task done, please evaluate the service.  This is the second time that I have an appointment and my DSL is not connected (I create also this question for that case, where the email said that I wasn’t at home when the technician was in the building with me). I am very upset. How can I cancel the contract with O2, while after a month they don’t connect my DSL?

 Hello. my brother had two internet contracts at two different addresses. he decided to close one and moved the other to the other addres. our problem is that the internet does not work from the moment the move was made. I spoke to the customer service and they told me that a technician will come today, March 21, 2022, to fix the problem. Unfortunately, he didn't make it. My next question: can I get internet access without a visit from a technician? because when I try to connect to wi-fi I get this message: Willkommen! Bitte wenden Sie sich an den Telekommunikationsanbieter Ihrer Wahl. Geben Sie dort die nachfolgend aufgeführte Vorwahl und Leitungs-ID an, um Ihren Anschluss ggfs. ohne Technikerbesuch separate: Vorwahl: Leitungs-ID: XX XX XX XX Hinweis: Die Leitungs-ID dient nur zur Bereitstellung des Anschlusses und ist keine Telefonnummer. Edit o2_Sven: Daten entfernt und Thema nach English o2 Com

I've been busy with O2 for over a year and a half to het stable internet connection.Most of the times it works. but when it doesn’t.. it’s really terrible. Whole day DSL break ups. 10 times in an hour is not crazy.. New Fritz!Box, telekom that changed cables and came three times. Factory resetting the modem a few times. New Cables in the house.. I’m tired of trying now..Telekom was here today, tried to fix something, made it worse.. Ive got a DSL connection but no internet, PPPOE Timeout. Called o2 twice, and they said we will be contacted when they have time…..In these times were working at home.. 2022.. A stable network isn’t that weird to ask for.All these times that I’ve called with o2 I never got a financial compensation. I never got a 4G hotspot to use in downtimes. I never got something fixed within a few days… there is always an excuse. I know this whole topic wont help, just hoping some technical person at o2 sees this and wants to

Hi,O2 is double charging me since i signed my new contract, despite the fact they confirmed my old contract would be a void immediately i start my new one.  luckily I have saved the conversations i had with O2_Tobias so I have the proof. I do not blame Tobias for this by the way he was the best helping me with my problem so far.  anyways, i want my money back and of course i want this double charging to cease immediately.  best regards,peter Best regards,Peter Edit by o2_Katja: Moved to our english community

I have signed fro Cable Interned on 11.01. Therefore received a technician appointment on 17.01 and eventually I missed the phone call and the technician never came. On 26th, I called the English hotline to make another appointment, the guy redirected me to “activation team” but nobody ever picked up. I called 3 times. Thus, I could not make another technician appointment. My activation date is today (02.02). In the meantime I received the router and I plugged it into the socket. I connected to the network and was able to see the O2 homepage, which basically says that the connection is ready, and only needs to be activated. My question: Do I need another appointment for technician? Can my connection be activated? In O2 portal it’s still “processing”. Thank you in advance for your reply. 

Ich habe aber keine Verlängerung um 2 Jahre mit Umzug bestellt. Die Vertragsverlängerung wurde von mir nicht genehmigt. Ich möchte, dass meine Vertragslaufzeit wieder auf die ursprüngliche Laufzeit von März 2020 bis März 2022 zurückgesetzt wird.Das DSL funktioniert an der neuen Adresse nicht, obwohl O2 sagt, es sei aktiv. Ich habe Stunden mit dem Kundenbetreuer verbracht, um dieses Problem zu lösen, und es wurde nicht behoben. Da ich ein technisches Problem habe und ich mit der Leistung überhaupt nicht zufrieden bin, verlange ich die sofortige Kündigung meines DSL-Vertrages.

Hello, I am experienced frequent no intenet and no telephone problem for a week.The dsl light is blinking, but there is no internet light at all.The firmware version is 1.00(AAJG.0)D26b could you check why it happen so frequently?and I also want to use ipv6 address. can you support it? Thanks.Edit o2_Bianca: Moved from Router,Software, Internet und Telefonie zu English o2 Community Broadband/DSL 

I have taken O2 internet connection 100Mbps at my home and I must say that the internet connection is terrifically unstable. In this time where remote work is prevalent, it becomes very difficult to attend meetings virtually. The connection drops for some time and then comes back again. This happens quite frequently and due to which either you are dropped out of the meeting - WHICH IS VERY ANNOYING!Frequently, websites like Instagram, Amazon, Facebook are not loaded (the spinning wheel keeps on rotating) and overall the quality of service is not satisfactory at all.I have installed O2 service (optimizing) software and most of the times when I open the laptop, the software pops up and asks me to optimize the connection since it is not optimized, another indication of the instability of the connection. Please note that all the observations above are taken in the same room where the router is place so that the option of multiple reflections and all are ruled out. I

Hello,I moved abroad 10th of January 2022 and followed the instructions given in the following link to cancel my contract:I.e., I contacted you three months before moving, sent proof of moving abroad (letter from employer + deregistration certificate) and returned my O2 router which I got a confirmation letter that you have received. I was told that my contact would be cancelled but a small fee for deregistration would be imposed which I was okay with. However, it has been over a month since I moved (almost 2) and I am still receiving my regular month bills. I was told my contact would end on January 10th 2022 as I gave appropriate notice, however this seems not to be the case. What more should I do to cancel the contract? Thank you and best regards.

Hi Team, I checked few threads on community however need detail help I need to move out of Germany on 31st January 2022 & then only I can provide de-registration proof but i can share some proof like new country visa etc   Can I send termination request via mail ? if yes mail id ? if not then link for form. Is it possible to avoid 3 months of basic fees since I am requesting more than 1 moth earlier ?appreciate your response. Thanks,Ishwar 

I am an o2 One Unlimited Home 100 Flex client. I've been having problems with download speed (< 1 Mbit/s) since day one. First of all, I opened a support request ticket in o2 customer service. A few days later, o2 customer service closed the support ticket, stating that they could not detect a problem on their line by performing the relevant tests.I’m using FritzBox 7510. I have performed the latest update of FRITZ!OS 7.30. And then I corresponded with the support team of AVM and followed their advisory steps, but everything seems normal for them.Finally, it remains to test the line using a different modem. I will be able to do it when the modem I ordered comes tomorrow. Any other idea? 

Hello, my landlord hasn't extended my contract and therefore I have to move. The new place has Wi-Fi and therefore I'd like to terminate the O2 contract and return the router. There's roughly 11 months left until the end of the contract. I've tried to Kundigung vormerken in my account but it didn't work.Please, help.

I just hired the internet (o2 my Home XL Flex (2020)) and I got by email an activation date of 11th March. I wont have internet anymore tomorrow and I would like to install this new internet faster. I have connect box from vodafone from previous contract. Can I use this router until the new one arrives? How can I activate the internet without the technician? I have good computer knowledge. Thanks Edit by o2_Katja: Moved to our english community

Hi,Following some incredibly poor service in an O2 shop, and a lengthy saga which we won’t rehash here, we’re trying to understand our latest O2 HomeSpot bill, which is 220€ higher than expected. This is down to the following two items:Tarifwechselgebühr - 05.12.2021 - 100€Gebühr für Wiederaufbuchung der Sonderkonditionen - 07.12.2021 - 121€We immediately sent a letter about it to the O2 Kundebetreuung, explaining our larger situation, as we felt these charges were unclear, and we had not been warned about them in the shop.After a 15 day wait for a reply, it finally arrived yesterday. It told us that we were warned about the Tarifwechselgebühr in an email from the 05.12.2021. It did not explain anything else.We checked our emails, and did in fact receive the aforementioned email. We obviously didn’t read it carefully enough, so that’s on us. However, the same email also mentions a 50€ Rabatt auf Router Ansc

Hi everyone, Sorry that my German is not perfect. Hope someone can help me with this connection problem I am having with my 7590 AX with o2 Home XL 250mbit. It’s been 5 days that my internet connected. However starting day1, I have regular dropouts with the modem. I tried almost everything (Modem system is up to date). Does anyone face similar issue with the modem? Any recommendation-solution to solve this issue?