English O₂ Community: Broadband & Landline

Dear O2 Team,I have an open order for a my Home XXL. It turned out today after the techinican came that there are limitations with the cable connection in my apartment therefore I want to modify to order to DSL connection My Home L. How can I do it?Thanks for your help in advance.Kind regards.

The O2 home box was working normally, until it suddenly got disconnected from the internet. I have been waiting for last half a day, but still there is no internet connection. I checked all the cables connected, and everything is good, but cant get the internet connection.  what could be the problem here ? ThanksAbhishek EDIT: verschoben von Mobilfunkdienste in Englisch   o2_MariaEdit by o2_Manuela: moved to English o2 Community: Broadband & Landline. 06.11.22, 11:55 Uhr

I have no internet connection at home from some time now. I have called technical services, but unfortunately I do not speak German so I am not able to explain or follow the instructions 

Hello,I’ve placed an order for an upgrade and a connection move, received the two emails (“Wichtige Informationen zu Ihrem ausgewählten o2 Produkt” and (“Angebot zu Ihrer Anfrage - Bitte prüfen und bestätigen”), but am unable to complete the purchase.When I open the “Zum Angebot” link to review and confirm the offer, I’m presented with an error: Dokumente nicht geladen!Beim Anfordern der Dokumente ist ein Fehler aufgetreten. Bitte versuchen Sie es später erneut. Clicking the button “Jetzt herunterladen” gives no download and the same error popup, though also adds the green tick message “Datei wurde erfolgreich heruntergeladen”. However, trying to proceed with the order gives me an error saying I need to download the documents. I’ve tried the page with three or four different browsers, and also on desktop and mobile and using a couple of different ISPs, so any assistance would be appreciated. Th

Hello,I have ordered a new monthly subscription and scheduled a connection activation appointment for Monday October 31st (Kundennummer xxxxxxxx). I have received an email saying that the connection is not possible because of a lack of information - but I did mention the flat is vorderhaus left side when I filed out the form. Could you  confirm if someone will come tomorrow please?Many thanks,Selma  Edit: Customer number removed, thread moved to our english community), o2 Michi 30.10.22, 18:02 Uhr

Hello,Today was supposed to be my appointment to activate my O2 internet connection.Last week I have already given the CM-MAC address to O2.In the morning I connected the Fritz!Box 6660 (Cable) and everything worked fine except that the 192.168.178.1 webpage diagnostics said there was no IPv4 nor IPv6 connection.1. I called customer service around 12:00 and they said I should wait about 4 hours until everything is activated. They clarified I did not need a technician over and that the activation should be automatic.2. Around 16:00 I called customer service again, and they said that a technician was over but that no one was home. Perhaps this happened, but I received no call . They offered to change to activation date to 04.11 (i.e. more than a week later!). 3. I got an email confirming an appointment for 11.11, which was not what the O2 employee confirmed.4. I called again just a while ago, explaining that I needed an earlier appointm

Hello,I had a O2 Free Unlimited Smart Flex, as I was planning to stay only a few months in Germany. When I decided to move abroad, I called the english hotline and they assured me that they “canceled all my contracts”. However, they never did cancel my O2 my Internet-to-Go contract, only the free phone number that I never asked for and never used (for some reason I had two phone numbers). On the phone, I specifically told that I wanted to terminate ALL my contracts, clearly, in english and the person on the phone assured me they would do so. However, since then, I continued to receive bills and was unable to access my account, since they deleted the phone number to access it. I called them multiple times, but being abroad, I have to call a german number, for some misterious reason… I did so since I can speak german, even if I prefer to speak in english, to be sure there is no misunderstanding, as they seem to interpret everything I say… The guy on the german hotline as

Hello, I had attempted to change my installation date on Tuesday and got the email I’m attaching a picture of below yesterday but the link doesn’t seem to work. The current installation date is 11.11.2022 but it’s unfortunately impossible for me to be at home as I have an important appointment at work. Can i ask for some help to change the installation date if possible please? Thanks27.10.2022 12:57 o2_Katja moved to our english communityedit Thomas3 : Link anonymisiert  27.10.2022 16:17

Hey there,I ordered a kabel connection to my new apartment some weeks back. The supposed activation date was meant to be yesterday (26/10/22). However its still not connected a day later, despite getting a lot of different emails and SMSs from O2 saying it is now activated (probably just automated communications though).The router is all set up correctly (using the O2 Service app) and plugged into the Data kabel (not TV or radio. Router is provided by O2, FrtizBox 6660 Kabel. It seems to be connected as the ‘Welcome to O2’ window pops up when I connect to wifi saying my connection needs to activated still. So there must be some kind of connection there?I’m wondering what is taking so long. What is the process that needs to happen and how can it be expedited? It all feels very convoluted. Does anyone know how to get it connected or have any insight into how long I will need to keep waiting?I have tried calling the English Support Line but no

Dear Sir/ Madam, I have taken recognizance with your reminder of my outstanding bill. As a matter of fact i have not been well for the past one month and still counting. I shall be in your office at kirchgasse in wiesbaden tomorrow, so that we can find a solution to resolve the outstanding. I had the impression every payment have automatically been deducted by your outfit as arranged. i apologize for the delay and all inconveniences caused is deeply regretted. however, i will like to cancel the home telephone as part of the contract because my bill have been accerelated. Thank you for your support and understanding. Best regards Nyarko xyz 27.10.2022 09:16 o2_Katja surname and adress deleted, moved to our  Englische Community

Hello,I have a connection problem with o2 Homespot. I have done pretty much everything with the installation, however i couldn't connect to the wifi. So i have checked the connectivity and saw that "Mobilfunkverbindung" is not connected. How can I fix this problem? Thank you.o2_Antje: Moved from DSL to English Community / 24.10.2022 / 09:53 Uhr

Hello,I registered a change of address for my DSL connection on 17th October. I received on email titled “Wichtige Informationen zu Ihrem ausgewählten o2 Produkt” which had the new contract details. After that I have no information. There is nothing in Mein O2, no emails, no appointment for the technician, nothing.This is my second attempt. I had registered the address change a month ago. At that time I had received an email to confirm my purchase and on clicking that link there was an error saying Documents not Uploaded. I had called the hotline about the problem and they said they will solve it. They did not solve it and when I called again they said I have to make a new request for the address change.So now this is my new request and again there is no response from O2. I have never in life experienced a service provider so bad and negligent about their customers. This is really frustrating. I pay more than 100euros every month for my mobile and internet conne

Hello All, I have orderd new O2 homespt M Flex connection with LTE router. Its been 3 working days but I do not have any inrofmration about my order. Last I got an confirmation mail for my order when I placed an order.I am also not able to track my order under below link. It does not recognize my order number. https://www.o2online.de/vt-order-status/bestellstatusCan anyone help me how can I know the status or track my order ?O2 site says English hotline is not available at moment. Thank you. 

Hello support team,today a technician had to come to connect my own DSL Router. The guy didn’t come (looks like it’s typical). But in the evening I decided to investigate a bit more all connectors in my flat, I didn’t find there any phone connectors for connecting DSL though on your site it was claimed that it’s possible to install a DSL router. But I have TV connectors in all rooms and also a special place for router where I can connect it to a TV splitter. At the moment I have O2 my Home XL Flex tariff and it’s not activated so far (it seems so). Is it possible to change this tariff to Kabel one (O2 my Home L Flex, 250MBit/s)? And I would like to order also the Fritz!Box 6690 Kabel router (not to order a technician, so that I can connect this router by myself). What I need to do, cancel old contract (if it’s possible) and create a new request on your site?Best,Dmitrii Edit: o2_Dennis 18.10.22 / 18:30 Uhr / Moved to En

Hi community members,I ordered DSL from O2 on 29.09.22. The technician should come at 21.10.22. It was fine for me at first, but then I understood I need to get internet line right now so I had to choose another technology and another provider.I wrote to widerruf@cc.o2online.de with an email containing the filled forumlar and got no response. Moreover, I receive emails that my order is being prepared ( der Auftragsnummer CINAo2B1715XXX).Can I stop it somehow? I don’t want to bother with sending back the router, so it would be so much easier to stop it now, before it goes any further. Yet I have nothing from O2, no router, no letters, so I have nothing to return and it would be so much more convenient to stop it now. To add: the internet site looks completely broken, it shows me notifications about my new Auftrag, but no way to inte

Hi, My internet was supposed to get activated on 29 june, however it is not working until now, tried calling and raised the ticket still no internet,. I have been paying you from 29th june and you are not making the internet work in my home, very poor customer support. My phone number (New O2): XXXXXXXXXXThe customer support created the ticket yet no response from them.Ticket no: XXXXXXWhat the F*** is this? Taking my money and not solving the issue and also no good response. Please fix it up as soon as possible.  Edit o2_Sven: Please do not post any personal data, this is a public community

why!?I upgrade my internet DSL connection to cable. Activation occurred on 04.Oct. Now I have no DSL or Cable connection. I also called customer support, many times, I reset modem, I gave my mac address from modem and still is not working. They did a "reset", still not working.   I use Cable connection, the router is Fritzbox 6660, in a 3 (drei dose). One is for TV-antena dose, is working, one for "cable" no working and radioI have also tickets opens, but even if I check the ticket status still the same, on review..worst!!I'm surviving with mobile internet. Any idea how to fix this?  Thanks everyone!! 

Hi,I ordered a O2 Homespot which came yesterday with a new sim. I activated it but I was not given a number and so I couldn't open a My O2 account. It would be great if you could tell me  how to get the number using my  19 digit SIM card numberAfter I activated my sim and used the YouTube video to set my HomeSpot up I’m getting not connected on the o2.spot page. I looked at this post and followed the steps mentioned there.https://hilfe.o2online.de/o2-homespot-o2-my-data-spot-21/homespot-mobilfunkverbindung-nicht-verbunden-dringend-553175So when I make the network settings to LTE/3G the Homespot connects to the Vodafone 3G  When I change

I have a DSL internet contract with O2. Several months ago, I moved out of Germnay and before I left I terminated my contract via help from an O2 store employee (wrote and send a termination letter and shipped my router to O2 in its original box). Recently, I realized that I was billed the regular monthly fee for every month since I left Germnay on my German bank account. And on MyO2 page, the contract seems to continue as if I had never canceled it. Now that I am outside of Germany, I cannot visit a O2 store or call the customer service.I immediately ask for the proper termination of my contract and reimbursment for the amount I have been billed since I sent my termination letter.

My case is practically the same as described in this topic:Yet I have no choice but describe my situation, hoping it will resolve my problem. I don't speak German and when trying to call the English line I'm being forwarded to German speaking tech guys... I managed to get a ticket for my issue, but the next step from SMS says to call to German line.. (so it's basically a loop)When ordering a cable internet plan the system showed the nearest available date for activation in 2 or 3 weeks from the date of making the actual order. Too long, but I thought it was related to the busyness of the technicians. My date of activation was postponed for 4 days from the initial date, but although it was a sad fact, it is not the real problem.At the date of activation I just received a message that my service was successfully acti

Hello, Recently I ended my contract with O2 and returned my router, but the router return status is still not updated to received. The DHL tracking number shows the return is successful but O2 status is not updated and I received the email from O2 the router is still not received. Last date to receive the router was 14.10.2022. DHL status shows the package was delivered to O2 on 11.10.2022. Please help as I dont want myself to be charged for the router. Below are my details. Rücksendeauftrag: RET2200XXXXXSeriennummer: D6022XXXXXSendungsnummer: 8463551XXXXX Regards edit o2_Matze personal data deleted due to netiquette violation 

Hello, My contract Home L Flex has been terminated on 22.07.2022, as I sent the notice one month before. Due to personal reasons I haven’t been able to return the DSL router before 07.09.2022, which I did, but I haven’t received confirmation yet that it had been received. Could you please confirm that?  Yesterday I have been billed 134,29 € for not having returned the DSL router, which doesn’t seem fair to me as information provided by O2 on whether or not it should be returned, on how to return it and on the time frame for doing so is really, really scarce, especially for a non-German speaker. Also because I was in good faith not able to do so before early September. Therefore I would like to know fro

Hello, I moved to another city from Ebrach to Solingen, my Tariff is currently O2 my Home M, since my internet is not working in my current location can you…change my address in your system so my internet will work in my current location? Or… Change my Tariff instead to unlimited internet usage? what are your options?Thank you!Mfg,Tejano, Mejuchelle 

Hi,I wanted to ask if I could use the SIM card in a phone instead of a router at home.It says on the contract that I can use internet as long as I don't use it in other addresses. So I can use any device as long as I don't leave my house with it, Is that right? Another question is what is the meaning of this part of the email:Hinweis: o2 kann den Anschluss nach Maßgabe der Ziffer 4.2 der AGB für o2 my Home Produkte unterbrechungsfrei und ohne Änderung der vertraglichen Konditionen auf eine andere verfügbare Übertragungstechnologie umstellen, bei initialer Realisierung des T arifs über LTE/5G jedoch nur, wenn das verbrauchte Datenvolumen in 3 Abrechnungsmonaten während der Vertragslaufzeit jeweils 300 GB überstiegen hat. Does it mean that I can only use 300gb of data with the SIM card and then right after O2 can lower and block my download/upload speed? Sincerely,A customeredit: moved from Homespot, 28.

I received an email asking for more details of my current address so they can complete my new O2 DSL contract but I don’t know how to give the information as they ask to not reply to the email and when I try to call to the hotline they don’t speak English and they can’t help me.13.10.2022 10:35 o2 Katja: moved from My Home to our english community