English O₂ Community: Broadband & Landline

Hello, I recently signed-up to O2 for the first time due to moving apartments. However my order has been still stuck in “Order Confirmation” status with no further updates making me concerned something might be up with my order. My past experience was with Vodafone where the whole process was relatively quick. Additional thing I noticed, I have two phone numbers (one non-german one, which I generally prefer to use out of convenience) When I input that one, it automatically added german suffix to the beginning of it making it unusable, and with there being no real way for me to change it now. The apartment already has cable connection setup, so a technician visit shouldn't be necessary, but its still something id like to correct. Sincerely,Martin

I have not received my O2 home Modem. I ordered it on 15 th June. EDIT: verschoben in Englisch    o2_Maria

Hi!My o2 internet (in Düsseldorf) doesn’t work kind of often, like 2-3 times a week, like for a 1-2 hour period in a day, usually somewhere around 14-18 o’clock. FritzBox shows WLAN light on, and DSL light blinking. It’s very annoying.What can I do with this?

Hallo. Der Techniker kam gestern, um das Internet einzurichten. Wir haben das Modem angeschlossen (bereits 30 Mal nach allen Anleitungen geprüft, alles ist richtig angeschlossen). Wir haben sowohl die Internet-Konfigurationssoftware als auch die Software auf dem Telefon verwendet. Nichts funktioniert.Wir haben mehrmals den Support angerufen. Sie schicken uns immer wieder Anweisungen, wie wir das Modem einrichten sollen, aber wir haben trotzdem alles so gemacht, wie sie es wollten. Wir werden von einem Betreiber zum anderen geschickt. Einige Betreiber stören das Gespräch.Das Problem wurde noch dadurch verschärft, dass wir erst seit zwei Monaten in Deutschland waren und kaum Deutsch (nur die einfachsten Wörter), aber Englisch sprechen konnten. Und uns wurde gesagt, dass die Techniker, die uns helfen können, nur Deutsch sprechen und uns geraten wird, jemanden zu finden, der mit dem Support spricht. Aber wir kennen niemanden, der uns helfen kann! Ich habe um eine E-

Hello,I currently live with my partner, and the DSL contract is only in my name.I may be moving abroad in the future, but would like to keep the O2 internet that we have (as my partner will use it).If I have left Germany, done the abmeldung etc., can I continue to keep the internet? I know it is possible to change contract ownership, but I also read that earlier this year the service was broken (and not sure if it’s fixed yet).Thanks!

Hello,so far I have been using DSL with a possibility to cancel it monthly. Paying 29.9 Eur.I want to switch to anual subscriptions which costs 19.9 Eur same package (50 mb/s).Is it possible to just switch or I need first to cancel the current one and then order the new one?If it has to be cancelled and ordered the new subscription, I can't do it, since I'm sure it will require some weeks of waiting time.Does all packages come with Netflix subscription?Thanks Moved to our english community by o2_Katja

Months ago I had a hot-spot with very bad service they said it was a local issue with the network, I had to cancel my contract. Now I have cable connection in my new residence in Cologne and it does not work either, for both contracts I paid the connection fee which is high, and I pay my monthly fee, I didn't get anyone connecting and the internet connection is very bad test says 9.5 Mps while I pay for 250 Mps. Terrible service. Please cancel the contract and reimburse my money. 

Hello, I've recently bought the My Home XL packet from O2, which on my location is only available through Cable internet. I want to buy my own router, and my problem is that I cannot properly setup my internet with O2 Kable internet with my own devices.For that, what specifications does it need to meet? From my understanding it needs to be a  DOCSIS 3.0 modem and that 's the only requirement, but I was hoping to get some extra help here. Here is my setup. Will this work with the Cable O2 XL Home tariff? Modem:  https://manualzz.com/doc/37196907/datasheet-cisco-epc3928-eurodocsis3.0Router:  https://www.amazon.de/-/en/TP-Link-Archer-AX73-Home

Hello,I have two mobile phone contracts with o2 and recently also a Cable connection, for the cable connection, firstly I didn’t rent the router with the cable contract, but after a few days, I called the customer service and said I want rent the router. However, this month I got the invoice that I'm being charged 49,99 for Anschlusspreis Option AVM FritzBox - 19.05.2022. I have already paid the “one time connection price” for 69,99 euro last month, and the "connection price of the router" doesn't make any sense for me. Then I checked the price from O2 official site and see how much for ordering Cable connection with router, it never mention the connection price of the router even the

I have moved abroad and hence closed the connection on 28th Feb. I called  customer care and they asked me to send email to impressum@cc.o2onine.de, info@o2.com  to close the connection. I returned DSL on 28th Feb and sent email to above Ids.But I have been charged for March & April. I have sent 4 emails to  impressum@cc.o2onine.de, info@o2.com . Emails to  impressum@cc.o2onine.de are bouncing and info@o2.com did not respond  @o2 customer care, Could you please close my connection and refund the amount charged for March & April? My details below: XXXXXXXXXX - Phone numberKundennummer - XXXXXXXXXXMy DSL Number - XXXXXXXXXXE

Hi, after having used the same routee in the same house for 3 years I cannot connect any more. When I try I received this message. How can I change the old one by the new ID?Thanks. 

Hi,  From yesterday evening in pasing Munich there is no internet for my O2 DSL connection. The telefon signal is off and the internet signal is also off on the homebox router, rest of the signals are fine. There is the below message in my account, is there any maintenance work in pasing, munich. Aufgrund von Wartungsarbeiten steht bis voraussichtlich Samstag, 18.6.2022, ca. 18:00 Uhr die Vertragsverlängerung online nicht zur Verfügung. Wir bitten Sie die Unannehmlichkeiten zu entschuldigen. Thanks,Vijay

Hi O2,I’ve purchased “o2 TV L” for 12 months contract with promotional offer for netflix credit €155.88 with my DSL contract. But still I’ve not received any SMS or any EMAIL for activating netflix credit. I’ve purchaed this on 21.04.2022. Now it is almost 3 weeks, how long I’ve to wait for that? Please let me know. ** See below the promotional offer I got in my O2 mail box: Thanks,

Hello,“Lieber o2 Kunde,wie gewünscht wird Ihr Internet- und Festnetz-Anschluss mit der Rufnummer 0xxxxxxxxxx3 in Kürze, am 29.04.2022, deaktiviert.”I got one invoice to pay Abrechnungszeitraum: 23.04.2022 – 22.05.2022, why?edit by Thomas3: Phone number anonymised, public forum, data protectionEdit o2_Larissa: moved to English o2 Community: Broadband / DSL

Today was the appointment for Wifi connection. The Duetsche Telekom guy came and asked me for the telephone connection point. I showed him that there is a connection point in the house. But he said I need the connection point of the full house (mehrfamilien haus). Then since I dont speak German, i called the other building inmates to show the house telephone point. The DT guy checked and in the meantime, everybody there said that I have a house connection point already. At this point the guy got angry (he always was angry and was throwing tantrums at me). I wore my shoes to come down and he was like: do you think I have the whole day to wait for you? he verbally fighting for every small thing throughout. Give me the ladder: I was pulling the out the ladder and he is like: Common man, fast. I dont have time for this and he kept shaking his head in dissapointment. I felt so disgusted at this event today morning with office work. In any other country, this man would have been taken to

03.05.2022 I made contract for O2 my Home XXL (Kabel, with fritzbox 6660)They scheduled date (19.05.2022) for technician.Today I have received per post contract without fritzbox with scheduled date (30.05.2022) for technician.When i look in Mein O2 It say that I wait for two new contracts and connections.Is it some system mistake or they made me in O2 shop accidentally two contracts…? I don't need two contract for Kabel internet at same address in same apartment, I wanted (and signed) only one.Can you please check what is happening?I signed only for one contract (O2 my Home XXL (Kabel, with fritzbox 6660) And one mor question…Why I have to wait one month for internet activation?Is it little bit to much?I already have cable signal in wall socket.

I HAVE RETURNED O2 ROUTER FROM 26.1.2022 AND THEY ARE CONTINUING TO CHARGE ME FOR O2 ROUTER UNTIL NOW!!!!!!!!!!!!!!! (4 MONTHS ALREADY).  I HAVE N O T  SIGNED WITH O2 SUCH AGREEMENT! Edit o2_Rebecca: moved from O2 News to English Community

Hello, i want to cancel everything i am having with O2. Reason for that is because i apply for family package with 4 sim card(two for parents L, and two for kids S)in february 2022 and my wife's sim isn't active yet. Next internet for home.  Firstly I singed contract for cable internet and after they never connect me i visited their office and they told me that i should have new DSL contract because cable is not possible on my address. Tehnician showed up and there was issue with connection phone wire. I installed new one but they never come back. I visited their office again and than they told me that i can now hav Cable internet so i signed new contract.  And still after more than 4 months i do not have home internet and active 4th sim. So i want to cancel everything 

Hi! I ordered Cable Home XL with router 24.05.2022, but still didn’t receive the router.Is it possible to check if there is no mistake and the router was sent? Thank you!Best Regards

Hi,I've had a mobile contract with O2 since july 2018.  I recently moved and decided to take up the O2 offer for XXL internet plus TV and get the benefit of having the services all with O2.  Unfortunately there is an issue with this as my name changed (already updated with O2).  In my O2 app i can only see details about my mobile contract, and not Internet or tv, even though i receive emails and SMS alerts to my mobile number and my email address which is already used for login purposes.  I've called the service Hotline several times to sort this out and do not seem to make any progress.  I feel like this will just drag on and i will be charged morr than i should and then need to try calling another 30 times before it's actually fixed.   So the question is, how do we fix this issue?

Hello,Internet suddenly went offline since a few hours and I cannot call the support number since also the landline is not working. Any chance you can check what's happening? Router diagnostics indicate that is all fine on my side and it reports a PPPoE timeout error in the internet service.Thank you 

Hello there,On 11.05.2022 I ordered online an o2 my Home XXL with a FRITZ!Box 6660 (Auftragsnummer XXXXX) but I haven’t received any news or confirmation of delivery of the router.I have tried to log in to my O2 but I am not able to find what the status of my order is or even if it is active and exists. Could you please, confirm if my order is still active and give me some info about router delivery and installation appointment?Thank you in advance and best regards! Edit o2_Antje: Personal Data removed

This photo shows what the technician who came to activate my Internet connection did in my basement. I don’t think that looks like professional work and would like someone to come and correct this.   EDIT: verschoben in DSL Englisch  o2_Maria

I find that my internet wasn't working since Ithe 1st of January. I tried turning on and off my router several times but it didn't work. Only the "Power" and the "WLAN" lights are on (WLAN light ocasionally blinking), all the others are off. I've tried calling the support line but I don't speak german. What are the other ways to register a complaint? I am sure I am paying the monthly amount for my contract. Thanks in advance.

Hi, I moved into another new apartment in December 2021. The internet was activated with my existing router without any problems. However the issue started when I received my O2 bill in January 2022 (rechnungsnummer: XXXX) where the bill was much higher than the usual. I found out that the bill included an item about ‘router not being returned’ and it costed me an additional 78,96 EUR. This must be an error because I was still using the same existing router, and it wasn’t supposed to be ‘returned’. I have since called O2 on the customer service channel numerous times since then to request for a refund of 78,96 EUR. Finally, I received an email from O2 on 7 April 2022, and in the letter, O2 apologized for making the mistake. Unfortunately the letter indicated that there was no way to activate the refund process until they have received my existing (still functioning in a very good condition) back at their office. This existing