English O₂ Community: Broadband & Landline

My activation day is today.and my fritz box cable is still flashing with no internet connection.edit: moved from DSL Kabel…., 19.12.2022, 18.22 Uhr, o2_Micha

Hi there,I’ve had O2’s XL DSL plan promising me 250 Mb/s but I havent ever received even half the speed till date. I opened multiple tickets with O2 to no avail. I then looked at the O2 rented MyFritz box’s DSL settings and I see that the max rate is set at 125 Mb/s… any help is appreciated.  

Hello O2 / Community, it’s really cool that you provide support in English, thank you!First of all, sorry for the long text. I hope someone can help. 😊I have DSL from O2 in Germany. The plan is called „O2 DSL Classic S“ (previously „O2 DSL Young 50/10“) and should have 50mbit down and 10mbit up. The whole time however, I only get 26mbit down and 5mbit up. I have tried with different speedtest providers (Breitbandmessung, Ookla, Telekom, Google etc) during a long time period, with different computers and always with LAN cable to the router. The router/modem is a Fritzbox 7490 with the latest software version.So, this speed is not so nice for the price of 29,99€/month and I need a change/fix… On the positive side, the connection is at least stable and the plan is over 24 months so I can cancel it on a months notice.Possible solution 1:If I log in to the Fritzbox Router Admin and look under „DSL-Informationen“ -> „Leistungskapazitä

Добрий вечір. Я оформила контракт 2 листопада 2022 року. Роутер прийшов через місяць. 7.12. 2022 прийшов технік - виявив, що у мене не працює телефонна мережа. Доя того, щоб її налагодити, потрібен був дозвіл арендодавця квартири. Від арендодавця прийшов технік, який нічого не зробив. Потім прийшов телефонний тезнік, полагодив мережу і сказав чекати на техніка від о2. Чекаємо і досі, вже 2023 рік. Ми укранці маємо знати, що робиться на Батьківщині, а без інтернету це неможливо. У офісі о2 нам сказали дзвонити на гарячу лінію - без знання мови це абсурд. Нас просто кинули… Edit o2_Matze 04.01.2023 20:08 Text and Subject translatet in english and topic moved to english boardGood evening. I signed a contract on November 2, 2022. The router came a month later. On 7.12. 2022, a technician came and found that my telephone network was not working. In order to fix it, I needed the permission of the landlor

It has been more than 10 days but I haven't received new sim card or device for O2 my home s new contract. how can I track my order? how long will it take for router and sim delivery?I have received the confirmation mail of the order my Order ID is WSFCXXXXXX. I also received a message telling me to confirm from a link sent via email. But I haven’t received any such link on my mail. Does it usually takes this long to deliver the sim card and router? I want my connection to start as soon as possible, my sim card is also activated. Please let me know when will I receive the sim card and router? 16.12.2022 09:44, o2_Giulia: personal data deletet, moved from O₂ my Home: Vertrag & Tarife to English O₂ Community: Broadband & Landline

Hello,I took over a DSL connection contract from a previous flat tenant and now trying to register in the O2 site to get my billing info but no success. I try Register → I am a DSL customer → filled all fields with and then   got an error ‘You have entered an invalid personal customer code (PKK) !’ I’ve enter a PKK (4 digits) from my paper 02 contract. Any ideates with that issue?Thanks in advance. 

I have exactly the same problem. In fact O2 keeps sending me emails asking me to add my personal details to my account, but I go to the website and  the link they send doesn’t work, and I see absolutely nowhere to add my details like contact phone number, etc. Why is this so hard?  ;-) Edit o2_Sven 29.12.2022/08:58: Merged posts and moved them to their own thread

Hi Team,I have O2 My home Service which the actual contracts ends on 04/08/2023, But I am leaving Germany by Feb 2023 and I want to cancel the contract earlier, I would like to know the process and what documents I need to send as a proof and to whom it needs to be sent ? Thanks in Advance.Regards, Raman Muthu

Dear O2 customer representative, my O2 DSL subscription started on 28.11.2022A month has already passed, but my Rechnung tab is still empty. I also have O2 direct debit authorization, so payment should be automatic. Can you please tell me when will the first payment be done?

Dear all and happy new year,I recently ordered O2 Umzug to my new apartment, and to save some money, I chose to extend my old contract to another 24 Months. However, I had a 4 Euro Rabatt auf die Grundgebühr in my old contract, but I didn’t see that in the new contract that I got via email. I asked an O2 agent via live chat, but he/she reassures me that he/she can see the 4 Euro Rabatt in the new contract. I am not sure if I misunderstood the agent or not, could I ask for the help of a moderator here, to see if the Rabatt will be included in the new contract or not? If it’s not, I’d rather pay the Umzug fee… Thanks in advance.

Hello, my homespot router recently stopped working. So went to a o2 shop and we arranged to send it back for return and for a new router to be sent back to me. The request was made Dec. 14th and the router return was processed on Dec. 19th. Since then, I have not gotten any news from o2 regarding the replacement and i really need it to have internet connection at home….When are routers usually sent back? Will a deduction be made to my monthly bill since I am basically paying for a router that i don’t currently have??? Thank you.

Hello, As a followup to this ticket  the technician came yesterday but I still don’t have internet, meanwhile the Mein O2 portal says it is active.The router “internet” light flashes red, “dsl” light is blue. What is the issue in this case? I would like to mention some of my feedbacks that I found in this experience:The order date was almost 2 months ago, and I still don’t have Internet, I don’t know if there are some customers who can wait all this period. The Telecom technicians came twice to my home, they said it will work but it didn’t, this means either they don’t want to fix the issue because they want a switch of contract or they are not competents. When a technician appointment take 2 weeks, I assume when they come they really solve the issue, instead they come for 10 minut

Hello, Yesterday was the first activation date (After 1 month appx. since the order date), the technician said the internet will work within 2 hours maximum, but it didn’t work.Today I was giving a second appointment in Dec. 19, which is within 11 days from now, I am doing homeoffice and I need the Internet at home as soon as possible. Is it possible to get an earlier appointment? 

Hello, I lost my internet connection 3 times this month. Each time last about a couple of hours, one day even the whole day.My internet connection is using kable.(Fritz box 6660 cable)I have made the troubleshooting with the O2 app and generated a case number. Then my German friend helped me to call the O2 service. The technician creates a ticket for me later. The problem is my connection is unstainable. However, today I received a message informing me that the ticket is closed.My internet coming back again doesn't mean the problem is solved.We are also being told by one technician that they can only examine the problem when I lost my internet again. It's very challenging for me to wait for the disconnection to happen again and call the technician at the same time. Does anyone have a suggestion? I believe there is a better way than just waiting. It's really a problem for me when the internet lost a couple of hours

Hello, i am waiting for the technician to come at my place and set up home internet, they were supposed to come 28 december . when they gonna come? Edit o2_Sven 27.12.2022/12:11: Moved from Mobilfunk zu Hause to English o2 Community: Broadband & Landline

Hi,I moved from Germany end of August. I cancelled my contract (I had mobile phone and land internet). I received the instructions to return the router. I returned the router (I have confirmation that it was delivered). Everything seemed ok. But, every month since I still get charged for internet, even though I returned the router as requested upon yermination of my contract. Btw, my contract was on a month to month basis (two years long expired), I had a right to cancel at any time. I do not get charged for my mobile phone any more, only home internet (35 euro). Which is strange, since they got the router back long time ago orderly. I repeatedly cancel online, get an email saying that I made the request, but the contract is never cancelled.  

HelloI am using 100 mbps internet, before it is OK, but recently the speed is quite low, and it only has 18 mbps and sometimes it is 10 mbps and the upload is basically 0. I am using cable connection. The router I am using is 6660. Thanks.  

Hello I'm a customer on the DSL Home M (currently 50mbps) plan and I'd like to upgrade to the 250mbps (Home L) plan. The availability page says the plan is available for my address. I have a Homebox 2 at the moment (rented from O2).How can I proceed with the upgrade?o2_Antje: Moved from DSL to Englisch Community / 15.11.2022 / 19:04 Uhr

Sehr geehrte Damen und Herren, ich habe seit Dezember 2019 einen fremden DLS-Vertrag übernommen. Da ich zum 31.01.2023 umziehe, möchte ich meinen Vertrag kündigen. Das derzeit auf meinem O2-Konto angezeigte Vertragsbeginndatum ist der 26. Juni 2021. Meine Fragen sind: 1. Was muss ich tun, um meinen Vertrag vor dem 31. Januar 2023 zu kündigen, was muss ich jetzt tun? 2. Wenn ich den Vertrag vor dem 31.01.2023 kündige, muss ich 3 Monate (Februar, März, April) weiterzahlen?Dear Sir or Madam, I have taken over a third-party DLS contract since December 2019. Since I am moving on January 31, 2023, I would like to terminate my contract. The contract start date currently shown on my O2 account is 26 June 2021. My questions are: 1. What do I need to do to cancel my contract before 31 January 2023, what do I need to do now? 2. If I cancel the contract before January 31, 2023, do I have to continue paying for 3 months (February, March, April)?  

Hello o2 community!I have a question regarding the return of my HomeSpot router (2020). I have cancelled the contract with o2 after two years of using the service. However, when I try to register the router for return, I cannot access either the Logistic Portal as it doesn't recognize my Auftragsnummer and the other website does not recognize my device's serial number.  How can I return the device as I won't be using it anymore?

Worst service in Deutschland. I ordered for Internet connection and got appointment today between 12-16. I didn't go to office. All day stayed at home. Waited for O2 morons. Nobody came. I called customer service. Talked with two persons. They only give lies. Then asked me to wait and cut the call.I called again and told the problem to another lady. She connected me to the chatbot. Nobody should take internet connection from O2. There are many better service providers. O2 is worst.  edit o2_Solveig 26.11.2022, 09:35 Uhr verschoben von DSL → English o2 Community : Broadband &Landline

I recently moved to a new flat and I waited more than 1 month (paying) for the technician to come. After multiple missing appointments and different answers received by the O2 operators, the technical service claimed that it was not possible to install ADSL in the new apartment (just by phone call, without coming). They give me instruction how to cancel that contract in order to open a new one with a SIM card. I followed the indications and I gave back the router. I received the acknowledgment of both (included the e mail sent to cancel the old contract, otherwise it was not possible to open a new contract). Unfortunately the new connection was not so good and I canceled in the same way the contract within the 14 days as it is my right. Now I received a bill regarding the old contract. I asked informations to the shop and they cancel it another time for me last saturday. I am asking O2 to give me the money back for these months since I did not receive any service (O2 was not able to

Hey Folks,I am wanting to apply for an O2 connection at my new place. I have a used fritzbox 6660 router which I would like to use with the new connection. Question is, apart from providing O2 the MAC address of the router - is there something else that needs to be done from my end? I have also heard people asking to reach out to the old provider with which the router was used to deregister the MAC address - challenge is I am not sure who the old provider was as I bought this router from Ebay.Also, I believe while configuring the router I would require the PPPOE username/password - where can I find these details? Will it be sent to my address by post?Would appreciate some help here. 

Hello o2 Team,I just spoke with one of your colleagues and was advised to officially make a complaint. In August 22, I called your customer service regarding my relocation. I had to move to a new apartment on 01 September 22. I was then told that the technician will be in my new apartment mid-September which was within my vacation months. I had to travel out of Germany for about 2 months, and as a result of this your colleague asked me never to worry since I will be on vacations. The customer service also assured me there will be no monthly charge till I return from my vacation since the old contract was literally cancelled and the old router had been sent. However, that is not what happened, my bank was debited for the months even without internet and router. Again, €101 was collected from my account on 19.10.2022 for no reason. I have always been billed from September1 to date but have no internet. I am therefore writing asking for a refund. Thank you.

Hello o2!Yesterday the technician came and installed my router. I still don't have internet. I don't know what to do! I followed the video instructions 3 times everything is ok. I don't have internet!Then I call to the technical support department and they just send me again the video to make the procedure again. Of course nothing changed.Mein o2 platform says that for some reason not mentioned my internet connection is delayed and they will inform me soon. I still don't know what's happening. I need my internet connection! Do you have any idea what's happening?Please help!