English O₂ Community: Broadband & Landline

HalloMy internet connection doesn't work, and keep receiving below msg as in the picall the cables are connected, but still not working, it was supposed that the technician would come the 26th April but no one was here  

Hi team, I recently moved apartments and my new place in Muelheim Cologne has extremely bad signal quality. I have two O2 contracts - one for my handy and one for homespot and internet speed on both is extremely bad here. For the homespot, I have the O2 Free Unlimited Max online (LTE/5G) contract that supposedly can go up to 300mbps.  I am attaching the following screenshots from the homespot. Perhaps someone from the community support can help understand the problem. If its not possible to increase the speed then I would like to move towards cancelling my contract.  I’ve been reading on the forums for quite some time so here’s some basic information,Firmware is updated to the latest version LTE is the preferred network Router is placed right next to the window on a stool so its above ground I have tried the gigacube (from vodafone) in my house too and I easily get speeds of 100mbps+ with that

How do I cancel the O2 DSL contract? I am not satisfied with the difficulty to reach the customer service or the current tariff I am paying. Please let me know.

Hi,My contract activation date is tomorrow and I haven’t received the router yet. I also cannot find any way to follow up on the status on the order. When I called O2 telephone service on 12 May, I was told that the router has been shipped. However, I didn’t receive any email or tracking details. I also didn’t receive any email with a link to register on the My O2 portal after placing the order originally. Here are my questions:Where can I find information on the status of the router order and why it hasn’t been delivered yet? Can the technician set up the connection without the router if it doesn’t arrive by tomorrow? Will there be a delay in activation if the router doesn’t arrive? Will I be charged from tomorrow even if I cannot use internet due to the absence of the router? How can I register on the myO2 portal to track order status etc.? As mentioned earlier, I didn't receive an email with the registration link.

I AM PAYING FOR 50MBPS but the O2 DSL is not giving me 50MBPS . I want to understand what what I get is only 14.4 MBPS . O2 Speed of my connection: Download: 14.4 Mbps Upload: 1.76 Mbps Ping: 26 ms HTML page: http://www.meter.net/result/20191962865-dab3/ Image: http://www.meter.net/rs/20191962865.png

I spoke to somebody earlier and I am having major issues getting through to the right person about this. I am moving out of the country on June 1st and need to cancel my wlan contract - I deliberately chose the plan I can cancel at any time, so it shouldn’t be difficult, but I was told I need to do so online and every time I log in it tells me there’s a problem and to ring the helpline.  my customer number is 60xy Edit by o2_Katja: Kundennummer entfernt und in unsere Englisch Community verschoben

Hello , I currently have O2 DSL Classic S plan, wanted to check if there is a possibility to upgrade to higher speed.On checking the website ,it says M plan is available , this was also the case when i took the connection few years ago , but when the connection was provided I was  told in my location only S planis possible because of the existing infrastructure .How can i check if M plan is really available at my location . Regards,Arun  Edit by o2_Katja: Verschoben in unsere Englisch Community

Hi,I had a technician appointment yesterday for new O2 connection with o2homebox6741. As the technician did not set up the router I tried doing personally. And in the o2.box setup the option is only German I therefore request you to make it english so that others people can use freely. So while doing setup it ask for password I put some password and it was not correct so i put again and while going to next, it started giving same page to enter old passwordnew password andconfirm password. Now i just created account and had enter new password which old password should i give i do not know for that I went back and from that time the page vanish and I am not getting the page of setup where we need to enter the VOP PIN.whenever I am going to o2.box in browser it is taking me to this page and it showing internet deaktive.

Hi, I am moving out of Germany on June 23 and I wan to cancel my O2 Internet contract before that and return my DSL box. Please let me know how to do that in online and what are the steps for it. I have notice period of 1 month. Please let me know if there is a separate hotline for English speaking customers.

Hi English community:Last week I ordered a DSL connection for my new apartment, whose previous tenant was also a O2 customer. The thing is that inside the no-reply emails I got, a link to the order status was provided. However, I got the following message “Unfortunately, login is currently not possible”.I cannot even login into Mein 02 with the user/mail I provided nor even recover the password. The website says that user/email are not recognized ????.Is there any problem regarding the accounts system? I cannot see my order status and need to access since I’m having a problem with number portability.Additionally, is it possible to be attended in English directly by phone? If so, what is the number/dial option?Thank you very much!Juan

Hello! since a couple of weeks my internet connection is so bad. I have always interuptions for some minutes every 10-15-20 minutes. I have O2 My Home M contract with 50Mbit download and 10Mbit upload but if I really measure i Get 1,5Mbit for downlodiang and 4Mbit for uploading. Ridiculous! Impossible to work at home with that. I tried to call O2 without success. Can somebody give me some suggestions? In the meantime I cancelled the contract and work by my neighbour! ThanksLucas

When will my Homespot service be delivered?I don't know who to reach out to check for the estimated time of arrival.My Auftragsnummer lautet: XXXXXXXXXX ​​​​​Please help.Edit o2_Lars: Please never post any personal information in a public forum

Hello,I have made a request for moving my DSL to my new house. It still shows the message that it can take to 48 hours to process. But I made this request 3-4 days ago. What should I do? Should I wait a little more to finish this process or what do you suggest anything other than this? Thanks,Emre  Edit o2_Giulia: moved to English o2 Community: Broadband/DSL

Hello!I would like to ask something about my O2 DSL. Although O2 have successfully deducted from my bank account the payment two times, I've received several letters asking to send the SEPA signed through Fax, or through a website. When I opened the website, it showed a message stating “Vielen Dank. Sie haben dem Lastschriftverfahren bereits zugestimmt.”I wonder could someone help me with this issue. Thanks a lot!

Hi,Is there a main o2 email address where I can send a complaint email? I had a really disappointing and frustrating experience after ordering my DSL connection in Berlin and would like to raise an issue. Any help is appreciated. Edit by o2_Katja: Verschoben in unsere Englisch Community

Hello,I cannot find a way to cancel my contract on a certain date. My family is leaving Germany and our moving date will be on 30th of June. How do I time the cancellation of my contract for that date? I do have a contract which is not fixed-term.The options I find is the written letter (and there is no clear instructions what to write to this letter) and the possibility to call for cancellation confirmation to your service number. However, previous time I called, there were no people who understand English…Also, I have no idea where to send the router device that I have from you.Thank you for the information in advance! Edit by o2_Katja: Verschoben in unsere Englisch Community

Hello,I was completing new internet contract. And there was question about choosing the kabel router.I am not good with routers :) so decided to ask here.I already have 2 TP Link routers  ( TP Link N300 WNR2000 and TP Link WR840N ). Can I use any one of this router for conneting ? What is the difference between Kabel Router and these TP Link routers ? I have attached the pics of my homes internet connection. ThanksRegards,Mota 

Hello!I made an order online at 20.04.2021.I want to know when the order will be delivered cause i really need it for my work.Tried speaking with someone through video chat but i havent found anyone that speaks english.Order Number : XXXXXXXXXXThanks.Edit o2_Lars: Please never post any personal information in a public forum.

I've been calling for a few times now but I keep hearing other information.We've lost connect to DSL for over a week. First time they said. They will fix it in the connection box outside our home.Then it was a problem in our house.After checking it's not in our house but in the connection box all along.Last time I called it was a huge issue and it could take months…They couldn't offer me any information, any help, any updates.. Nothing. I hope some one can help me here, give me an explanation of what's going on and help us out of this problem.Working from home.. Have a family at home.. This is no way of doing business for such a company..I will wait for more information. And please don't ask my to call the costumerservice line.. I'm tired of hearing diffect stories.  With kind regards, Your paying costumer.

Hello my beautiful people!i can’t remember if I purchased my router or if I’ve been leasing it during my entire internet service. I believe I purchase it because I’ve been paying the monthly fee of 39,99. Nonetheless, is there a way to confirm this? I will be cancelling my account in 2 months due to a move. I’m trying to avoid any future problems.my router’s serial number is:xxxThank you for your help. edit o2_Manga: persönliche Daten entfernt

Hi there,I will be moving in the next 2 months. I tried to request a change to the new address on my o2 account, but the system is stating: “Ihr Auftrag ist noch in Bearbeitung. Dies kann in Einzelfällen bis zu 48 Stunden dauern.” and I cannot proceed with the order. The DSL contract have been active since December 2019. I don't understand why I'm receiving this message. 

Hello O2, i have paid my invoice bill, can you please activate my internet connection.  thanks ravi

Hello, I ended my O2 contract as of 30th March and recently had received the last bill. I still have the Fritzbox 7590 Router but for some reason, I cannot activate the return of this. I want to send back the router before I forget. Can we activate the return for this router please?

Hi community,I took over the last tenant's contract but I would like to change plan. She had the Laufzeit of 1 month and I would like to change it to the 24 months which is cheaper. Would like to know how this can be done. CheersNatalie  edit o2_Manga: verschoben von DSL Vertrag zu Englisch DSL

I have asked for the "Vertragsinhaberwechsel" last month. (28.03.2021) However there is no update regarding it until now.Instead of contract transfer, O2 cancelled my kündigung request made last year. I do not know what is going on. Could you tell me how's it going, why did they cancel my cancellation request, when will it be done. My friend who wants to get my contract just moved to new APT. She is now living without internet. Please give us an update as soon as possible.