English O₂ Community: Broadband & Landline

Hi, This morning we woke up to the Internet light on the router blinking red. All other lights that should be ON are ON. I tried restarting the router, didn’t work. I tried the factory reset and it didn’t accept the Zugangs-PIN. I installed the service app, which gave me a case number at the end and told me to call the hotline but in the hotline, I don’t hear any option to give the case number.My german is quite bad but it basically asks for the phone number and the customer number and that’s it. After that, it asks if I’m close to the router and then tells me to use the App… So I’m going around in circles.. Could someone help me get out of this mess ? Thank you,Ricardo

Hi Community; for the last 2 hours or more, I have very high ping values and very slow connection. From my side, no hardware was changed and I’m using the same setup. Do you have any idea why? I tried to restart both the router and the laptop but it didn’t change. Normally it should show around 150 Mbps. (Ok, I had problems with the connection before but they were like internet/no internet. In this one, I have the connection but very slow. Happening for the first time in 2 years.)

Hi , I have few queries,I am moving from my old location to new, Have to check on DSL move. But in the website it says “Order is being processed, wait for 48 hours and its constant tried after 48 hours no luck!. I would like to know O2 customer service contact who can support me in English, as i am just a beginner in German language, cant speak German. I am moving to new location where I dont need O2 DSL connection for 2-3 months may be, can i pause my billing? I have taken postpaid DSL 2 year contract connection  Your help would be appreciated.Thanks! Edit o2_Larissa: transfer to English o2 Community: Broadband / DSL

Hello team,I've left germany and hence I would like to cancel my o2 DSL contract from 18 October 2020 onwards for my customer ID S-5XXXXXXXI've already sent DSL Router on 19 Oct 2020. So far I haven't received any confirmation about my dsl router contract cancellation. Can you confirm thay my dsl contract is cancelled and I won't be booked after 18 October 2020?  Regards, Ashish shah  Edit o2 Matze Thread moved to DSL Broadband Board and deleted personal user data /data protection 

Dear all,hope you are warm and safe.The app “O2 my Service” is currently available only through Google Play. No .APK on the official website.I also tried here to get the link via SMS, but the provided link either links backwards to the same page via desktop, or links towards Google Play in case of Android mobile.I have never used Google Play and I am forced to download the .APK via third-party websites. Would you mind to provide the .APK via official websites? There are other companies doing that (i.e. Whatsapp) and it would be beneficial for your users.All the best. Edit o2 Antje:  Title typo corrected 

Hello O2 friends, in my DSL connection in the town that I live I have a lot of problems with a lot of disconnection events and also with a lot of problems due to the low speed that I have it (only 16mbps). For me is very important to get an stable connection and in some cases I use my mobile phone as a hotspot to do some meetings when I need to share some content (i.e. training sessions). So, I read that the O2 hotspot reach speeds of 225Mbps as a maximum speed and the minimum are close to 32Mbps(is just the double that I have today), even if the latency is greater than the DSL connection, for me will works because with latency below to 150ms is ok for me. The thing that I need is, as I have a contract for the DSL line for 2 years (beginning in June this year), is possible to cancel this contract to get the O2 Hotspot for me?. I tried to call to O2 hotline but my German level is still too basic to do this step and the persons that attends to me in the hotline only speaks German. I h

I have transferred a DSL contract from my friend, and I cannot even log into Mein O2.I need Mein O2 to reach some critical services.What is the user name I have to use?

Hi, My route (box 6431) shows the DSL light blinking but Internet light off. And I can‘t access to the Internet. I have tried troubleshooting and restarting the box, but it doesn’t work. Really need help. Many thanks in advance.Edit o2_Lars: Transfered from DSL/Router to English/Broadband

I need urgent help. The technician had come to my house and did his task. The DSL connection says it active now. I did not buy 02 router. I have TP Link router (tl-wr940n). I tried configuring it but it says no internet. I read many threads about it and unable to understand how should I proceed. I need internet urgently.Could someone please tell me the next steps ?Can I use this TP Link router or do I need to buy some other one ? Please help Urgent !!!Edit o2_Lars: Moved from DSL/Router to English/Broadband

I have ordered for an 02 DSL and have been waiting for 1 month now . Today was my third Termin from the Techniker and today also no one came . Now 02 sent me a new message that they will make a new Termin . I have taken a new 02 sim and ordered for this DSL from the same O2 shop in Moritzstraße,Zwickau . The VERY GOOD AND LOYAL  man from the O2 shop promised me that I will get the WLAN in 2 weeks and gave me a Termin on 16-10-2020. I ordered it on 30-09-2020. He also told me that all other network providers also will need two weeks for activation and made me sign the contract . O2 took €39.47 from my account on 13-10-2020(I don’t know for what!). It’s been one month now and 3rd Techniker Termin is over. I am hopeless and don’t know what to do next. Please help someone . Thanks 🙏🏽 

Ich habe für o2 my Home M Flex sich anmeldet. Meine erste email von o2 hat “In Kürze erhalten Sie eine zweite E-Mail mit Informationen zum weiteren Vorgehen” gesagt, aber ich habe kein mehr emails bekommt. Wo ist meine zweiter email und wird mein WLAN immer noch verbunden sein? Ich brauche WLAN!! Auf englisch ist für mich besser, aber ich lese auch deutsch.

Hi O2I have ordered DSL Internet but the order activation date is too late. I would like to cancel my order S - 57369258 and I have sent the ‘Widerrufsbelehrung’ for the withdrawal request. Still i am getting the calls regarding the activation.Can you please let me know the status of Widerrufsbelehrung.Thank You.  Edit_o2 Giulia: Thread moved to English o2 Community

Hi, I’ve been a subscriber of the tariff “O2 my Home M” for nearly 3 months. The connection is not stable at all and the maximum speed I can get is around 5 Mb/s, which is terrible. I think it has to do with DSL line parameters and quite likely a way too bad SNR margin value is the point in question. The router’s interface doesn’t give me the parameters and I don’t have any devices to test it. Ironically, the technician that visited my home to see if everything was OK, thus to inform O2 to activate my subscription tested negative for any issues, and gave approval. Of course I relied on him (he’s a technician at the end of the day) and did nothing but to wait for my router’s arrival to enjoy my new internet connection. To my surprise, it didn’t go well anytime! Not just has my download speed been terrible to date, but also upload has been around 0,70 Mb/s, which is supposed to be around 10 Mb/s. I contacted O2 Kunden-Hotline a couple of times

Dear Team,My customer number – XXXXXXI am yet to receive the firstmonth bill and please let me know when will I get?What will be maximum bill amount I will get.Many thanks in advanceRegardsDenver Edit o2 Antje: Customer Account Number removededit o2_Manga: verschoben nach Englisch o2 Community:Broadband/DSL

Hallo Freunde, Ich werde meinen 24-Monats-Vertrag bis zum 23.10.2020 abschließen, und als ich heute zum O2 Shop ging, sagten sie, ich müsse einen Brief schreiben, um meinen O2-Vertrag nicht zu verlängern. Eigentlich möchte ich meinen Vertrag nicht kündigen, aber ich möchte ihn in Monatlich kündbarer Vertrag ändern, was bequemer ist. Können Sie jemandem vorschlagen, wie dies während dieses Covid-19 zu tun ist? Das Büro ist auch fast geschlossen. Ich habe noch 3 Tage Zeit, meinen O2-DSL-Anschluss mit 24-Monats-Vertrag zu kündigen oder nicht zu verlängern. Mit freundlichen Grüßen, Niranjan Ghosh Übersetzt mit www.DeepL.com/Translator (kostenlose Version) Edit o2_Lars: Transfered from DSL/Vertrag to English/Broadband

Hi I have a O2 my home DSL contract valid until next September.I checked with customer care about different tariff options, as I was facing internet speed issues recently.They told me about “O 2 Free Unlimited Max partner card” - also told me that I can get it for monthly EUR 24.99, as I am already an o2 customer. But instead of upgrading they have added additional product it seems. can you please recheck? I don’t need an additional contract; I am looking for an option to upgrade my current contract. Let me know if this can be changed?If needed I can provide the new order number (infact I have not confirmed the order, it was done without my consent at first place) Edit: Moved to English-DSL - o2_Kurt

Hi,I requested a cancellation for my DSL a couple of months back. But I’m still getting billed. I can’t even log into my account to see the status. My account number is XXXXI remember when I registered for the account, the contract was that I can cancel it within a month. I’m sure I’m getting billed for about 4-5 months now.Can you help me please.Thanks,Satyajit Edit: Removed customer number / o2_Dennis

Hi!Two weeks ago, I sent a request for termination of my DSL contract because I need to moved to another place here in Germany on November(Flensburg to Mannheim). I already received a confirmation message from O2, but I would like to know if the termination of my DSL will be on November or December since I had read the contract that I should notify O2 two months prior. What is also confusing for me is in confirmation message states, that the Termination will be on June 14, 2021. I have no idea on how its going to be since I am new here in Germany. What should I do? I dont want to pay the cause until next year.Thank you in advance!

 I would like to upgrade my DSL connection to either 100mbit or 250mbit, unfortunately when performing the o2 DSL availability test for my address i get maximum available speed of 50mbit. Despite of the fact that on other DSL providers, like Telekom the maximum DSL availability would be 250mbit for the same address. In my understanding that might be caused when smth is out of sync. Thank you and looking forward to your reply :)

I made a contract for a new apartment in March. But, due to the job loss, I needed to move out from the apartment I rented to my boy friend’s apartment. In July, I asked for a cancellation of the contract following the move.My boy friend had an O2 contract at the moment when I wanted to cancel.So, I sent all the documents to O2 for cancellation. Then I got a letter from them that since the contract will end soon, I cannot cancel the contract I have. Because my boyfriend already made another contract with Telekom 6 months ago to change the DSL provider. In August,I called O2 service center to ask about this and the officer told me that I need to send them the Telekom contract. Then, I can cancel the O2 contract without problem. In September,I sent all the documents again to O2. Then, they sent me a letter again that I cannot cancel my contract. They wrote that “wir bieten ihnen aber gerne die umstellung ihres vertr

Hello, I would like to ask if there is Formular to be filled up once I change/transfer DSL contract?I called O2 Service hotline and the agent told me that there is a Form need to be filled up and signed by both agreeing party. I already checked the O2 website but, what I have only seen is a form for changing of Bank connection. Is that all I need or there is another? I also wanted to know the process of changing the Inhaber but, when I am going to click the link, it says that there is technical problem.Can you help me? Thank you in advance!Regards,Jose m.edit o2_Manga: verschoben nach Englisch o2 Community: Broadband/DSL

Hello,I’ve had a contract with o2 for a year now, two weeks ago my internet stopped working. Since then I have gone to the O2 store many times to try and fix it, because I don’t speak German. They told me to call the technical service, but they don’t speak English. I also been trying to talk to them via text, and they are no help at all. I am tired and frustrated and angry. A couple of friends that speak German called the technical service and they were no help. It is unacceptable that I am paying for a service and nobody is helping or fixing it. Nothing is wrong with the line, they sent a new router and still doesn’t work. It’s been two weeks, with no response, no technical person coming to check, no help, nothing. It is the worst client service I have ever had. You should be ashamed. And also I’ve been trying to make a complaint but it is impossible. I am beyond angry. You are the worst.If anybody has a clue on how to either terminate the contract or fix this o

Hi All,  i hope you can help me, my internet suddenly stopped working since Monday with info led turning on.i have O2 homebox 6641, at first I checked all socket to make sure nothing slipped, I then restarted the router from the router page, but still no internet, so I switched off the router and switched it on again but still this didn’t solve the problem. After few online searches using my phone, i decided to do a factory rest, everything started fine and I started to setup the router entered the pin code I have but it got rejected, I doubled checked my o2 account to see if I wrote it wrong, but I found the Void PIN matching the one I entered, so I tried again with no success.yesterday I decided to abandon the o2 Router as all I saw online was many problems on same router and I decided to invest in another one, I got FritzBox 7530, I started to install everything again using the username and password on my O2 account, but every try to establish a connec

Hi, i recently purchased an o2 homespot unlimited package but my LTE connection is really not good. I was supposed to get 250mbps/s but instead i only got 10mbps/s. The download speed is also terrible,. Can someone please help me ? This is so not worth 40€ per month