English O₂ Community: Broadband & Landline

Hello, I am sorry for writing in english as my german is not good. I am also sorry if this question was asked before multiple times. I will be moving to different city within Germany in a month or so.  My current DSL contract expires in November 2021. In the new city, I still could not find an apartment. I would be staying in University Guest house. How could I cancel the contract ? I went to local O2 store, the guy said I need Abmeldung. Is it enough to send request letter of cancellation to O2 or I need to attach this abmeldung with the letter? In the end, How will I return the router ?Thanks,Anil.

I had a contract for a SIM router that I cancelled before the 14 days due to it not working correctly.I received the letter of confirmation for the cancelation and waited for my money to be returned. But the money was not returned and you continued to deduct the monthly 2 euros from my account every month. I’ve called multiple times and they ended up giving me a voucher in July for the deducted money, but when I checked for August I saw yesterday that you deducted the 2 euros from my account, AGAINCould someone please cancel the automatic charge of my account????

Hello Team,I bought the DSL contract with Select & Stream. I got teh link through email and every time when i open that it open itunes website. And some time it takes me to priority website and then said i can not use that offer due to given reason but in my contract it is showing included. I also make a complaint last week but did not get any response as after 13 August that link will be not be able to use as it can also be used in 30 days.Now i do not know to whom i should contatct.Kindly help me in this mater.Best RegardsSalman edit o2_Solveig: verschoben von Entertainment → English o2 Community edit o2_Tobias: moved from English Community mobile to English Community DSL

O2 DSL is not working completely for the last 2 days in my flat. I am working from home and this disruption has costed me a lot. I waited for 8 hours hoping that it gets resolved on own, used O2 my service app. Finally called customer service, who gave me the technical service team’s number. On calling the number when I told the issue, they just disconnected the call. Next time, I asked my colleague to call on behalf of me because of my lack in the language. When he called and spoke in German, this time they said we do not know when the issue will be resolved and disconnected the call abruptly. Today again when he called, they said we do not know the ETA. When I checked the status of the ticket, the ticket is still open and waiting to be picked up. I do not know why the customer service team is very lethargic to the customer’s complaints. It is not like the internet is slow or just not available for couple of hours. It is going to be 2 days now and they do not care about it. Are not

Hello O2 Team,I have couple of questions or concerns, were I am looking for some help.I am using this connection for almost 3 years now and it was under my landlord´s ownership, recently ie. from July 21st onward´s the ownership have changed to my name. Now I see the new bill, were the bill date is from 23.06.2021 - 22.07.2021 and the amount to pay is €36.32, were in it should be around €20 after discounts as per my landlord and also connection is very slow as I see that I have exceeded the data usage which again is little weird but anyways my questions are as below. Why my monthly tariff, that too for O2 Home S is at €36.32 ?? After the Ownership was changed, was there any changes done to the tariff also ? How do I change the Tariff to O2 Home M, what will change if I do that and also how long will it take to get the new tariff implemented ?looking forward for a quick response.RegardsNisha 

Hi, Is anybody from the O2 services working on my request?

I had applied for a DSL connection and I had got a technician appointment on 5th August 2021. The technician did not turn up the entire day. Since then, I have spoken to o2 customer care 4 times to reschedule an appointment and I have received no response confirming a new appointment. I am tired of this kind of service. I want to cancel my contract (My contract can be cancelled any time).I would like to know what the procedure is. How do they take back their homebox router? Any advice would be greatly appreciated. 

Hi, I’m referring to my DSL line ending with 0996.My contract is ending on 20.11.21, and I would like to extend it for the same price.Today I pay 29.99 EUR and get a discount of 5 EUR, so in total I pay 24.99 EUR. I would like to extend the contract in the same conditions and the same price. Thank you. 

Hello.I ordered the DSL line along with the router.However, I couldn’t get the router and I’m still waiting for the router to come. Since I’m not currently living in the ordered address, I would like to know when exactly the router will be delivered so that I can be in the place to get the router.Thank you.=============================================================================Hallo.Ich habe die DSL-Leitung zusammen mit dem Router bestellt.Allerdings konnte ich den Router nicht bekommen und warte immer noch auf den Router.Da ich derzeit nicht in der bestellten Adresse wohne, würde ich gerne wissen, wann genau der Router geliefert wird, damit ich den Router vor Ort besorgen kann.Danke. 

Hello, My contract will expire in November and I have a few days to decide if I want to renew or cancel.I am interested in either o2 My Home L or o2 My Home L Flex. What deals do you have for existing o2 customers?Also, if I decide to extend the contract, will the new tariff start immediately, or at the end of the current contract?  Edit by o2_Katja: Moved to our English Community

Hi,Today I got my O2 DSL connection upgraded from my Home S to my Home L but the speed it very poor. The lineman told me that on my line, I can get upto 250Mbps maximum but when I selected my Home L (100mbps) package this doesn’t work even. The speed that I get is 45.73 Mbps Download and 0.54mbps Upload.I am very disappointed with these speeds.

HI,I have been facing an issue with my internet connection since yesterday (07/07/2021), it keeps getting disconnected every five minutes or so. I have run diagnostics and everything seems to be in perfect order. This is happening all of a sudden and I have had absolutely no problem with my internet connection in the past 11 months or so.Since I am working from home, this disruption of the internet is creating a few problems. I will be grateful if you could resolve this quickly. Best,Sreya.

Hello,I have just wasted over 2hrs on your website trying to upgrade my DSL service from O2 Home S to O2 Home L.I have checked online and O2 Home L is available at my home address, so that’s at least a start.However, there seems to be no way to perform this simple upgrade from within my account.When I’m logged in, the site knows that I already have a Home S package, but the only options it is giving me are to buy a completely new package: it will even let me buy another instance of O2 Home S (which is meaningless...).I am already connected to the O2 network and so I do not need a site visit, I should not need to pay a connection fee and I should not need to wait many weeks for the service to be activated.I have visited a local O2 retail store and they told me that I have to perform this upgrade online.At this point I have zero clue how to proceed.Can someone at O2 please help me?Thank yo

Hello o2 Community,I’ve been using o2 my Home M (50mbit/s) internet for 2 years but my internet speed is 13mbit/s since the beginning. I thought that in my apartment there was not enough infrastructure or something like that but few days ago I checked the internet speed at my adress and I have seen that I could get 250mbit/s internet. I went to an o2 Store and the person told me that I should use o2 my Service app on my phone to determine the problem. But the app is stuck at “Connection to the router” part and I do not know what to do next. I am so tired of using this slow internet and I need a way to get a faster connection. I am looking forward to your answer. 

Dear O2,Since this Thursday (22.7.2021) I have had no internet connection. The DSL light in my homebox 6441 keeps blinking. I did the reboots trough the app and it gave me the code 200 123 699 788 to call in hotline but since I do not speak any German I decided to write here instead for English service. Hoping to someone to get me a ticket for fixing this issue soon.Thanks,Viljami

What is PKK number and why I cannot register under DSL area?! I checked my contract carefully, I am pretty sure there is no number for this? if the number is so important ,why you do not show it in my contract? I can not understand. Why it is not 100%, but sometimes？Also when I called service to know if I could get the number at shop with my ID card, he told me sometimes you could ,sometimes you can not . What????   I really can not understand. Edit o2_Larissa: transfered to English o2 Community: Broadband / DSL

I welcome the new improved O2 The new o2 Free Unlimited Max maximum speed of up to 500 Mbit/s. Will my current tariff O2 my Home L, be upgraded to the *new speed?**I do understand  at the moment the cell doesn't  support higher speeds due to being in a small dorf  I do expect O2 to upgrade the the Base Station to support faster speeds in the future. 

I received a Sim Card yesterday for my Homespot M. If I put it in my iphone, it works great. If I put it in the router I purchased I barely get internet. Maybe 2 kbps. Can someone help me setup this sim in the new LTE Router? the router model is B311s-221 -- thank you! Edit o2_Lars: Moved from Mobilfunk/Homespot to English/Broadband

Hello o2 community. I have been having this pending credit "Gutschrift" that has not been used for quite sometime now to offset my DSL bills. Can someone out there kindly explain why this is happening? Thank you.   Verschoben in unser Englisch-Board. o2_Ines.

Hi there, I have an o2 My Home XL cable internet contract, which promises speeds of up to 250mbps. But I’m not even getting 50mbps. There are also frequent disruptions in the internet service throughout the day. Is there any resolution for this? 

For whom it may regard, I am moving flats soon, and the flat I am moving to does not support an internet connection with O2, so I want to cancel my DSL contract by the end of July. What would it be the best way to do this? Is it possible to do it Online or is it only allowed to do it by phone?Also I would like to point out, I only want to cancel my DSL contract, we still want to keep our Mobile contracts. Thank you in advance. Best regards,

O2 lied me about instalation date of DSL connection (technician simply did not show up) and now they need to call them and set new appointment. Is there any English customers service there? Or is it possible to arrange such appointment by e-mail?

Hi there,We cancelled our Homespot plan back on the 26th April 2021 and was due to send back the router but have been distracted with other things and forgot to send it back. We have since been charged for not sending it back but have sent back the router late. Today, we received confirmation of return of the router and that it is being processed; would we be entitled to a refund of the charge once it has been processed? Many thanks,Anthony.

Hi. I have a few DSL lines with you, and the line I’m referring to in this post is the one ending with 730.This story is a bit long, but it’s important for me to describe everything that happened. At the end of March 2021, I chatted with one of your representative and asked to extend my contract which was about to end. The contract I had was 29.99 EUR with a discount of 10 EUR, so in total I paid 19.99 EUR.The representative said I can extend the contract for the same price for 2 more years. I asked a few times if the total price would stay the same, and he said it will. To my surprise, at the end of April 2021, I received my new bill and it was 24.51 EUR, since the 10 EUR discount was not there.I called your customer service line (on April 28th 2021) and a really nice guy helped me and said he will update the discount and I will see it in the next bill. At the end of May 2021 I received my next invoice, an

Hi. The cable internet in my new apartment was supposedly activated on the 7th of July, but there was no internet on that day. I called o2 and they explained that they had “forgotten” to register my router with vodafone.Two days later, I still have no internet. After fighting my way through the many layers of the hotline, a technician told me that everything on my end is fine, it’s just that there is “a big problem with vodafone” and “it’s not just you, lots of people don’t have internet”, and they cannot tell me when this can be resolved.I’ve looked at the vodafone website, there are no current disruptions reported at my address.So what is the real problem here? Is o2 lying to me? o2_Bianca: Post moved to Broadband/DSL