English O₂ Community: Broadband & Landline

Hello, I have a problem with my DSL order, on 16.01.2021 I ordered O2 my Home M Young people Flexand the activation date is 05.02.2021, however I received an email asking for a previous tenant information:Daten des Vormieters- Vor- und Nachname- Anbieter des Vormieters- Rufnummer und KündigungsdatumThis is weird to me because I just moved to my apartment recently and this is a new connection and a new order, and I am unable to get this information as I don’t know the previous tenant, I tried calling customer service but no help was offered, my german is not good, so I am hoping to get help here, I can provide more information on request.Also this is not my email that i used to register as I can’t log in with my registered email (error message saying this email doesnt exist) even though i received confirmation email from you) Edit by o2_Katja: Verschoben Richtung Englisch

Hello,Yesterday I have received my O2 HomeSpot with a new SIM card. I have activated the SIM card and tried to setup my HomeSpot. The problem is that I am getting Mobile Connection: Not connected on the o2.spot page. Also the led for the mobile connection is red and blinking.I tried to follow your advice from this post with no result:  Since yesterday I tried to reactivate my SIM 2 times, but it says it’s already active. I have also restarted the HomeSpot multiple times. Please let me know what I can do.My order number is DRZ39651424.Thanks,Bianca

Hello,I should have a 50M connection, but it has never (almost two years I have had this connection) been more than ~13M. Also, now with the start of new year, this January, I have only been getting 6M for multiple weeks now. I wonder why do I consistently get so slow internet and why it is so much slower this year and if I will ever receive even close to the promised 50M I am paying for?Also, this January, the connection is droppin at least once a day, often more. When the internet goes away, the only way to get it back seems to be restarting the router, which then restores the internet, but it is bit annoying to have to restart the router daily or more. Is there anything that can be done? I have O2 provided homebox 2. This issue was there also to a lesser degree before January, but back then (when the speed was also 13M instead of 6M) it happened only maybe once a week, which was less annoying.Thanks for help 

Hello O2 Community,I had to move places during the start of corona lockdown back in March 2020. In my building nobody could find the APL but there must surely be something somewhere. I had to do home-office at the time so I was in urgent need to get internet, so I got the O2 my home spot, which has not been great since my flat in the first floor is surrounded by buildings. Now that I have time I would like to get the DSL instead to get better internet for my home-office needs.1. Can I change from the homespot contract to the DSL contract? Or to cancel it to not have a double contract?2. I found some box in the “hinterhaus” building, I am in the “Vorderhaus” that might be the APL, since last time we couldn’t find it within the building, is this it? Thanks for the help-Maria  

Hello O2 TeamI have taken over one DSL contract from my friend for about one year, and I cannot log in to the “My O2” to change my payment details. I only received one email stating the contract owner change (Vertragsinhaberwechsel) with no change to the Rufnummer. I tried to make a new account as a DSL customer, but they ask for my 4 digit customer number, which I don’t think I have. I also applied for this number twice, mentioning that the number will be posted yet never received.Can you tell me where I can find this number, or any other way I can log in to Mein O2?Another issue is that my DSL suffers frequently connecting-disconnecting in recent days. I assume this is due to the aging of our router. Is there any possibility to evaluate our DSL/router condition and, possibly, have a maintainance/replacement?  

*Please ignore, query reposted in German* Edit by o2_Katja: Verschoben in unseren Englischbereich

Dear o2,Does the Thomson THG520 modem can be used for O2? Or it should only be the list of :   o2 HomeBox 2 or HomeBox 2 ISDN as well as the AVM Fritz! Box 7490 or the AVM Fritz! Box 7590?The second question is that how I should install the connection with the modem if my laptop has not have ethernet port? Or has anyone maybe got any idea?Thank you in advance.

Dear tech support . We transferred our internet connection from one address to another due to umzug.The problem is that we suddenly found out that we don’t have a TAE socket in the new apartment!!! There are only antennenkabel  (sat coaxial) sockets present. Will it be possible to connect the internet and what should we do in this case ? edit o2_Manga: verschoben zu DSL Broadband

Hi there,I want to change my DSL S 50mbs to DSL L 100mbs. How can I do that? I do not speak German, unfortunately.Thanks and Best Regards edit o2 Matze Comment moved to English broadband

Hi! I’m writing here because I’m not really navigating the website well in German. I hope someone could help me - I moved into a new flat and took over DSL from a previous tenant that was some kind of XS package with limited data. I would like to upgrade to L but if I try to do that via website, adding O2 my Home L is 24,99 € per month because of some combo deal (I also have a cell phone contract with O2) and some kind of Anschlusspreis of 69,99 € which also requires me to book an appointment again. I’m not sure if this is the right way to go as I already have the connection and a router. Thanks! Edit o2_Larissa: transfer to English o2 Community: Broadband / DSL

Hello, I am currently living in Aachen but will move to Cologne on February 1st, 2021. Therefore, I have a few questions:Is it advisable if I make a new contract for the DSL this week? When will the router arrive approximately, after the contract has been made? And how long will it take until the technician shows up after the router has arrived? Best,Khaleel Edit by o2_Katja: Verschoben von Mobilfunkvertrag zu DSL Englisch

Hello, I am unable to order the move of my DSL to the new address. Could someone help me here. As soon as I go to service and click on move it says your request is in process, but I am unable to add my new address. Appreciate any help.

My Home DSL has not worked for several days now (~100 hours and counting). My messages to O2 on Facebook messenger (as recommended to me) have not been replied to either. I attempted to do a factory reset, but it also didn’t work. The O2 app hasn’t been helpful as the instructions it gives are what I’ve been doing since the first day it went down (before downloading the app). I did receive a message from the O2 app today. It said the HomeBox would be back online by 16:00 today.   So at ~17:00, I got the message and tried again. I used the app, but it did not work.   When I go to the http://o2.box or http://192.168.1.1 links it suggests, I get error messages:

Hi Sir / Mam,I have a O2 DSL Home L connection. Due to personal reason, initially I thought of canceling my contract and applied for the same. O2 says It can be canceled on or after October, 2022, so now I want to take the connection with me to a new apartment where I will be moving.What is the process to move the O2 DSL connection? Please help me, due to corona, every O2 shop is closed and my lack of German knowledge making it worse to find a solution for this. Thanks,Jyotirmay S.

Dear community and O2 workers,I hope you are warm and safe. The O2 forum is my last chance to get help.I am a brand-new O2 DSL customer. I eventually succeeded to get the modem. My home line does not need the technician for the activation as O2 confirmed via SMS. The line has officially been activated since yesterday.I followed the activation steps but I failed to surf the web.I asked the local shop for help. The shop gave me a number to call, but it is German-speaking. Also, I do not know my phone number.Here follows the "Diagnose" report via fritz.box. A symbol (V for OK, X for KO, ! for warning) is added at the beginning for each test.Any suggestion is welcome.All the best,################################################################################VFRITZ!Box 7490FRITZ!OS 07.01, FRITZ!OS ist aktuellVFRITZ!Box-AnmeldungMit Kennwort gesichertVLANLAN 1 LAN 2 LAN 3 LAN 4

Hello,I am moving out of Germany soon and would like to cancel my O2 DSL contract.Please share the instructions including any necessary forms that have to be filled and submitted for contract cancellation. Thanks in advance.

Hi,I need to cancel my order for an 02 Home spot. I did the order online on the O2 website without having an O2 account.I accidentally gave the wrong email adress so I do not have access to a confirmation email.I have tried calling the O2 service number and 02 order hotline but I get no answer, just an automatic voice mail. I am totally at a loss how I could solve this on my own. I speak only beginners level German so it is very hard for me to gain information. Thank you in advance for your help.Anna Hasselqvist

Hello O2 team,I currently have O2 DSL M connection and would like to change it to O2 my Home  L. How can I change this? I tried to do it online through my account but it was unsuccessful. I was getting some errors doing it via my account.Also do I have to pay the connection price (Anschlusspreis) since I already have an O2 DSL connection? Thanks,BR,Abishek.edited by Joe Doe: moved from o2 DSL Vertrag&Tarife zu English DSL broadcast

Hey @o2_Tobias  @o2_Kurt @o2_Support I need to change my NAT type from 3 to 1. Kindly make my IP address public so my NAT is not strict anymore. I am willing to pay the fees for it. 

Hallo.  Ich habe einen 2-Jahres-Vertrag : o2 Free Unlimited Max Online ;, o2 Free S; o2 my Home L.  aber ich habe Deutschland verlassen und werde nicht zurückkehren.  Ich habe am 28. Dezember 2020 ein Kündigungsschreiben per Brief an Ihre Postanschrift geschickt.   und verließ das Land.  Aber ich bekomme immer noch eine Rechnung von Ihnen.  Was soll ich in dieser Situation tun?  helfen Sie mir bitte

Goodmorning everyone,I had signed up for a DSL offer and recently received the router delivered to my appartment.Yesterday the technician came to my house and set up the DSL.During the day I have received confirmation of the offer activation via email.Trying to proceed with the first installation I was asked for the username and password (selecting o2 in the provider list in the router menu).Looking for information about this username and password I found out i should have received  a “Welcome Letter” with the information.Unfortunately I have never got it, so I’m paying for a service I can’t use (The DSL is correctly set up but I can’t proceed with the first installation).How can I get the username and password?I tried to call the hotline but unfortunately I dont speak German. Is there another way to get it?Thanks for the Help! Andrea

Hi,I received an email regarding the date for the technician to connect my internet however I am away on holiday on the date. How can I reschedule an new date?.RegardsSteve  

Please enable caller ID for my DSL landline number (Kundennummer: XXXXXXXXXX)So that people can see my number(089 - *****517) when they receive my calls.Actually I would prefer if this is an opt-out feature, not an opt-in.Why would you block caller-ID for new connections?ThanksKundennummer: 60xxxxxxx8Kundennummer anonymisiert

Hello,I have received many emails and sms messages from O2 saying that the technician will arrive to activate and test the connection, but no one came. Then I received email that my connection is activated, which is strange.But the connection is not working and it says that the DSL cable is not connected, although it is connected to the main line.Please solve this matter urgently as my work is depending on it and I don't want to spend money for nothing. This is very unprofessional of O2.Regards,Muhammad Farhan edit o2_Manga: verschoben nach English Broadband