English O₂ Community: Broadband & Landline

Hi, I had to make a quick decision to move to Italy before Christmas.During lockdown in Germany, it wasn’t practical or safe to go into town just to buy stamps to send the official letter (cancelling 2 mobiles and internet), besides, I saw that I would still need to provide evidence that I was resident in Italy.  And of course, one would expect a firm like o2 to make it easy for the customer and use 21st Century technology like email and online contract changes (I incorrectly thought).Italy has also been under lockdown so getting the correct documents about proof of residence is not straightforward. Indeed, it took over a month and then they are still unable to give me a certificate. Under Italian law, self-certification is possible and I have done this for a number of matters in Italy. I now also have the correct documentation from the German authorties that my residency has terminated. I did try to send documentation by fax using an email service (who o

Hello, I am a current user of the O2 DSL M Flex. I am moving out of the apartment and would like to pass the contract to a new tenant. Will the new tenant be able to change to a new tariff after taking over the contract? The new contract they would like to change to is O2 my Home M.  edit o2_Solveig: verschoben vo o2 DSL → English o2 Community: Broadband/DSL

Hi, I have a problem with my 02 router. For the last days connection has been unstable and finally today I have no internet. Some green lights are blinking (Power, DSL, WLAN) when I turn on the device but finally the info light goes red and have no connection.Please HELP :(E.

Hello,So, I have just terminated my O2 contract dsl contract and moved from Heidelberg to Munich.I had two router one defective and one working. Both the routers were returned and O2 has acknowledged that they have received it.However, they have previously deducted one routers’ amount , I would ideally like to get a refund, is that possible ? In my O2 account it now says “You have an Internet & landline order (order number: XXXXXXXXXX).” when I click on more information it says for technical reason my data cannot be loaded. I am not sure what is happening.if anyone has any solutions that would be greatbest wishesEdit o2_Lars: Please never post any personal information in a public forum. 

Hello,Sorry I posted firstly in the German section unknowngly and I can’t delete it :(I recently signed up for a the DSL service from O2, which will start in April. I’ve received several emails telling me I can login to my O2 account to see the status of the installation and everything, and it says “ Ihren persönlichen Registrierungslink für das Mein o2 Kundenportal haben Sie bereits per E-Mail von uns erhalten “ However I haven’t actually received this email?  I made this account manually myself just to post on the forums. Is there a way to link the order (I can give the auftragsnummer if needed) to my O2 account?Thanks

I am planing to move to a new apartment next month and will stay there for more than 3 years.At my current place, I am already using DSL which expires in 5 months from now.I am wondering if I should bring my current DSL contract with me and then make a new contract when the previous one expires.At my new place, I will start to live with my partner and need to share the internet, so upgrading would also be necessary.But if I do so, I will have to pay 50EUR just for transfer, so I don’t think of it a wise option.According to  this page, the transfer fee vanishes if I extend my contract for another 24 months.So, I am now wondering if it is possible to extend my DSL contract while moving (to save 50EUR) and then to upgrade my DSL contract to a better plan in the near future.

Hello,I recently signed up for a the DSL service from O2, which will start in April. I’ve received several emails telling me I can login to my O2 account to see the status of the installation and everything, and it says “ Ihren persönlichen Registrierungslink für das Mein o2 Kundenportal haben Sie bereits per E-Mail von uns erhalten “ However I haven’t actually received this email? I made this account manually myself just to post on the forums. How can I link this account I have now to view the status of my order? Can you send me the activation link to my email? Thanks! Edit by o2_Katja: Verschoben in unsere Englisch Community

Dear community,I am moving to a new flat next week and there is DSL already with another operator. I asked the tenants whether to switch to O2 but they refused. Hence I wish to cancel the contract due to force majeure. Also, I have to send your router back. N.B.: I want to keep the contract for the mobile phone.Would you mind to help me finding a solution with this?Thanks & All the best.

I have DSL connection which will end in september 2021. I gave notice of termination before hand so as not to miss the date. Now, to terminate I need a PUK code. I had a  chat with one of your member and they told me  a letter will be sent with the code in 2-3 working days. Its been more than a week and I have not received the letter. Now, the 10 days limit is coming to an end. I have to restart everything Edit o2_Larissa: transfered to English o2 Community: Broadband / DSL

I would like to upgrade my DSL tariff (currently S) to M, can someone help me with this? I tried calling customer service and send a Whatsapp message but couldn’t reach anyone.Separately, I cannot register for Mein O2, because they ask me for my landline number which I don’t know. I do not have any documents that show this number -- my bills that go to my email account do not show it, and I never received a contract that showed this number. Please help me fix this, thank you!

Hello there, Due to relocation, I would like to cancel my O2 DSL contract and return the O2 Homebox 6441 before July 1st. The problem is that I can not access my online account in order to find wither my contract details or PKK number.  Situation: Separately I have an O2 prepaid mobile number, with its own online account. I can access this account with no issue, and I am posting from this account. For some reasons, I have a separate online account for DSL service, but whenever I try to log in, I am asked to provide my mobile or landline number. My O2 mobile number doesn’t work, and I do not remember my landline number because I never used it. The alternative login option asks me my PKK number, and I also forget/don’t have this thing. I expect there is some helpful info in my original order confirmation email (June or July 2018) but I also lost all the emails from that period…. So, here I am, in a pickle. The only information I have is my Kundennummer from recent

Dear all, I recently took over an internet contract, and I got a welcome letter to sign in to the web portal. May I know which exact steps I should take to be able to sign in and view my invoices?  Danke. The plan I am on is the o2 my Home L Flex. When I signed in, I keep getting redirected to hilfe.o2.de, which is not what I want.  Please help!

Hello everyone, a month ago I subscribed to a 24-month contract choosing the O2 My Home M tariff. Speed is ok, and I have nothing to complain really (apart from the fact that every night at 1 O'clock it disconnects, without a reason).The only problem is with the bill. I had the chance to subscribe to the very convenient offer of 10euros/month for the first year, without any cost of activation of the line.Since I have a Huawei wifi router I did not buy the router of O2, and so the bill should have been ONLY 10 euros this month. Sadly I see that the Rechnung is 17,13 euros and I don't know why, because it's not clearly specified in the bill.  

Hello,I have a complaint regarding support team.On 17th of March I have called and explained that I move to another apartment (Umzug) and I was told that it would be possible to arrange an appointment with the technician on 29th of March and was told to wait for an email.On Friday 19th of March after receiving no confirmation email I have called again. Was told that O2 employee has made some error, but I still can get appointment with the technician on 29th of March from 8:00 to 12:00. Just need to wait 24 hours for the confirmation.On Saturday 20th of March (after 24 hours passed and still no email) I have called again and was told to wait till Monday…I have called on Monday (22nd of March, today). Was told to wait again for 48 hours. Then this evening I have received an email that technician will come on 8th of April. Could please someone explain why agreed on 17th and 19th of March date was changed from 29th of March to 8th of April?Also

Hi, my landlord just transferred his O2 DSL contract to me and today is the activation day. The welcome letter says it would take up to a working day to setup. But I still cannot connect to to internet (5:38 pm). I have tried the service app, as well as the hotline, but no avail. Is there any suggestion what I should do now? Thanks!

My Internet does not work. The router displays only below lights:1. Power : Green2. WLAN: Green3. LAN: Green (when connected to Laptop, otherwise remains off)4. DSL --> NO LIGHT5. INTERNET --> NO LIGHT.Router Model: Homebox 6641The internet does not connect at all.Can someone please help me what to do?

Hi,I’ve just moved to Germany this month and I’ve taken over the contract from my landlord as of today. It’s a “O2 DSL Classic S Flex”. I am not sure if I understand this correctly, but there is a limit on the data usage, after which the internet speed will be throttled. Would it be possible for me to change my current tarrif to O2 my home L flex ? Thanks!

Hello, I have a completely new Fritz! Box 6660 cable with a Vodafone cable and an O2 internet contract.  My internet was set up by O2 two days ago.    I'm trying to enable the internet on a MacBook Pro laptop and iPhone over Wi-Fi.  If I go to fritz.box, everything is fine until I select the Internet provider: I click on "Other" (because they don't have a direct O2 option). It then takes me to the activation portal (avm.de/laeuft), but the page will never load. It doesn't work on any device. I've been told this could be an IP address problem, but I have no idea what to do to fix it.    I speak English - every time I call O2 for help they immediately hang up because I request English. Please help!

Hi there, since a couple of months I am having this erratic behaviour: my wifi stops working, completely disappears for a couple of minutes, and then appears again.In this working from home setup this is creating terrible problems. I tried plugging and unplugging the router, but I don’t notice any improvement.It can work smoothly for days, to then start getting crazy a random day and massively damaging my work. When this happens, I noticed that the only device I have connected via LAN also goes offline.It looks like the router gets crazy, loses the connection, stop working or whatever.I need an urgent fix because this is really making my work from home impossible.Please provide urgent helpMany thanks   

Hello, I am an existing O2 mobile & DSL customer and would like to upgrade my DSL speed. Can you kindly send me an offer?  Thanks!edited by Joe Doe: moved from DSL Verträge to English community broadcast dsl

I am in the exact same situation. I cannot work from home during this pandemic because of the disconnects... The agent I had on the phone just made me reset the home box and then send me an email to say the issue is solved. But it's absolutely not. I can't believe we are paying for that.

Hello O2 team, I am changing my address from mid of May 2021. I would like to take my current DSL L contract with me to the new address. I tried changing the address online as mentioned below but it was not successful Can you please help me here?  I also extended/upgraded my internet in October 2020. Can I also waive off the service charge for the address change?  Thanks,Best Regards,Abishek. edit o2_Manga: verschoben zu DSL Englisch

My DSL has been down since 0830, I ran the diagnostic through the O2 Service app and the router is ok but there is no internet coming into the house. my Case number is XXXXX I tried to call O2 and was told that they could not give me any technical help because none of them speak english. I just want to know if it is an area wide outage or just me. Edit o2 Antje: Ticket Id removed

I have already received my new cable Fritzbox router and the technician has established the connection. The internet will not be activated until the next month as the website does not allow an earlier date. Can the internet be activated earlier because everything is ready?Edit o2_Lars: Moved from DSL/Router to English/Broadband

Hi,First of all, the hotline service you offer at o2 is absolutely horrendous and I can’t wait until I switch providers. Awful service.I used the o2 my service app to try to solve our router issue but it can’t help and gave me the Vorgangsnummer 292 341.I called your terrible hotline many times, twice I was hung up on. I finally got through with a very unfriendly operator, who said simply you will send me an email In order to process getting a new router. I have received no email, and do not want to spend another 3 hours of my life calling your good for nothing hotline.  Please check out my Vorgangsnummer and send me an email/do something to get me a new router. I work from home and have no internet since Friday.  edit o2_Manga: verschoben zu DSL Englisch