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English O₂ Community: Broadband & Landline

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1989 Themen
W
Neuling
wkuroNeuling
gefragt in English O₂ Community: Broadband & Landline
Money was deducted, then it got returned to my account.

Hello,I have a DSL Internet contract and the payment is made by SEPA direct transfer. Last month, the amount of money (EUR 34.99) was debited on 28.08.2024. But on the same day, the amount was transferred back to my account. Now the amount is due on my account (listed as “outstanding”). My bank account is healthy and I have not changed any personal details. What action should I take? Thank you very much. 

303
o2_Kathi
Alajundi
Neuling
AlajundiNeuling
gefragt in English O₂ Community: Broadband & Landline
ping is too high and internet is unusable

Hi Everyone,I’ve been having extreme high latency with my internet at home, it started a week ago and every time I call o2 hotline they tell me the same thing:wait for 30 mins restart your router it is with our technical team it will be fixed in 48 hours and I'm stuck with this loop.I even applied for a cancellation due to technical reasons but still no answer.my issue is that my ping is +900ms and download speed does not even go above 4mbps and upload of 0.5mpbs, that while connecting only one client via cable CAT6 and I’ve tested it with one mobile and still the same, and i have done a factory reset as well, and please dont ask if i restarted my router ! :)and yeah i work from home so you can imagine the frustration. what can i do and how can i escalate it ?ticket xEdit o2_Kathi 21.07.24 Ticket number hidden

10611
o2_Kathi
I
Neuling
IMP2Neuling
gefragt in English O₂ Community: Broadband & Landline
Cable internet is not working

Hi, I ordered Kabel internet (O2 Home XL 500) and i’ve bought router fritzbox from O2. I plugged all cables as it was written and went through activation process (activation day 30.08.24). However, Internet is not working, despite router is active and wifi connection is possible, there is no internet. Now on MyO2 it’s written that my <Vertrag ist aktiv>, but I sill don’t have internet. Could you help me bitte? Edit o2_Kathi 02.09.24 Title adapted for a better overview

696
o2_Giulia
R
Neuling
RukhnaraNeuling
gefragt in English O₂ Community: Broadband & Landline
Unable to change contract holder's name via Mein O2 (homespot connection)

I have been trying to change the contract owner to my former flatmate ’s name for about a month now.  I am unable to change it via My O2 account:  I go to the link  www.o2.de/mein-tarif/vertragshalterwechsel  and enter the email address that I want the contract to be changed to. I get “Unfortunately your request could not be processed. Please try again in a few minutes .” I have been trying this via the my O2 account since July 12th. But until today, this is what I get when I try to change the contract owner. I have tried to do it from different computers and different browsers. Following this, I called customer service and they said I can fill out a pdf form instead. I filled it out, and both parties involved signed it and I emailed the form to  o2_vertragshalterwechsel@telefonica.com  on july 25th . I emailed both the filled and signed form and my cancellation (Since I left the country already). Neither me nor my former flatmate have received any update or confirmation regarding the

457
o2_Ines
S
Neuling
ShadesNeuling
gefragt in English O₂ Community: Broadband & Landline
LTE Homespot not working

Hello I have a big problem with my internet, I have a O2 homespot Lte router and it have been a 2 weeks now since the internet doesn’t work at all only 1 hour a day and it is so bad connexion, I went to the O2 shop from where I got my contract internet and they didn’t do anything to help, I’m really disappointed since I’m paying for something I don’t have, it is a waste of time and money, I want to cancel my contract and I will never use O2 again 

233
o2_Gerrit
P
Neuling
pd94Neuling
gefragt in English O₂ Community: Broadband & Landline
Home XXL cable internet contract extension

Hi all, I currently have Home XXL cable contact and 2 years are coming to an end. I do understand that the contract does not expire and simply rolls further with 1 month cancellation notice, however I am unsure about the pricing - currently the sum for the Internet and router is 84,99 but there are bonuses applied: 40 EUR Technologierabatt and 10 EUR Kombi-Vorteil which bring the price to 34,99 EUR/month. I just want to confirm that once the 2 years period expires, then I would be paying the same - but there are no dates next to the rabatts on the contract, neither in the app. Could someone please confirm that I will keep the ‘’old’’ pricing and no bonuses will disappear due to 2 years passing?

232
o2_Sven
A
Neuling
ahmedaleem12Neuling
gefragt in English O₂ Community: Broadband & Landline
I just want my internet to be working and to escalate my ticket as it is been 2 weeks

I am a new customer of O2, took Cable internet plan on 29th of April and it was mentioned my internet will be activated on 20th May which was later postponed to 24th May. On the day of activation it was written that internet will be activated by 12 afternoon but not activated. Made so many calls and next day the activation was made. Still internet was not working next day made so so many calls final after 3 days i got an appointment with the technician who was from 3rd party which o2 sent to my place he looked around and said my cable may be broken need to install a new one. And he checked again near the internet hub and said i already see a cable coming need attach additional wire to connect into main hub for which i need to to talk to landlord took details from me and said i will be back in 2 days nd your internet should be working. I am making calls after 2 days are over every day and it was told to me that i need to wait wait wait and wait.… When i asked to escalate my problem as i

745
o2_Kathi
R
Neuling
rodgsNeuling
gefragt in English O₂ Community: Broadband & Landline
Bad Service, DSL is activated too late

Solicitei a instalação do DSL no meu apartamento em 04/06, a instalação estava prevista para 25/06.Hoje dia 16/06 recebi um email informando que minha internet só será instalada no dia 28/09.Eu trabalho em casa, é ridículo ter um serviço tão ruim assim, eu preciso da internet o mais rápido possível, é ridículo que esse tipo de serviço esteja sendo oferecido assim.Recebi um " Número do pedido " no meu e-mail que não funciona quando tento seguir na página de serviço. edit o2_Solveig: verschoben in English : Broadband/DSL Edit o2_Kathi 30.08.24 Title adapted for a better overview

10210
o2_Kathi
0
Neuling
08nickoNeuling
gefragt in English O₂ Community: Broadband & Landline
Fiber optic connection does not work, despite new router

One month ago i order internet for my new house from o2 in butzbach city. And modem comes and didn't work i say to the person that work in 02 that internet is not working he come to my house and he couldn't fix it also and after he order a new modem and same problem with the new one and dosent work and i wanted to cancel and i did callhim he saying i most pay for first two month and then i can cancel the contract i dont understand why should i most pay for something that is not working?why 02 always try to abuse people

738
o2_Maren
H
Neuling
Heisenberg96Neuling
gefragt in English O₂ Community: Broadband & Landline
Is it possible to activate my connection sooner?

I just received my router and connected it already. Can I have my internet connection sooner?

21515
o2_Gerrit
JamesZh
Neuling
JamesZhNeuling
gefragt in English O₂ Community: Broadband & Landline
the mic seems to be mute when calling

it has been a time, when I make a call, I can hear the other party's voice, but they can't hear me. Today I tried with 2 lines, the same problem. 

172
o2_Sven
S
Neuling
suneetkNeuling
gefragt in English O₂ Community: Broadband & Landline
No internet connection since morning 22.08.2024

There is no internet connection since morning 10:00 22.08.2024.Ticket-Nummer - xxxxxedit o2_Gerrit 22.08.2024 15:57 personalised data hidden

603
o2_Lea
J
Neuling
JekakubiaNeuling
gefragt in English O₂ Community: Broadband & Landline
o2 Homespot LTE router connection

Hello,I have an o2 Homespot LTE router problem I need help with. Before leaving for a 3 weeks vacation, I switched off my o2 Homespot LTE router device. Upon returning and switching it back on, the connection does not work. I have restarted and reset the device multiple times including changing location for it but it proves abortive. each time I turn it on, the indicator lights come on for a while, blink severally and then keeps going on and off on it own. so I have no internet at all. Is there any idea what the problem is and what solutions exist. Thanks for your ideas.Edit o2_Antje: Moved from o2 Home to English Community / 23.07.2024 

573
o2_Daniela
A
Neuling
AmartzNeuling
gefragt in English O₂ Community: Broadband & Landline
No internet(IPV4 and IPV6) after activation

So technician finally activated everything perfectly. I waited 2 months to get the internet at my home, and the DSL signal is perfect. BUT, I still don’t have internet?? When I go into fritz.box for diagnostic, it says that the internet is not connected because there is no IPV4 and IPV6.  Guys, I want my internet!!!

687
o2_Lea
A
Neuling
AyberkzNeuling
gefragt in English O₂ Community: Broadband & Landline
Fritzbox 6660 Kabel Aktivierung

Hi, I'm AyberkI signed a cable internet contract with O2 on June 24. O2 delivered this modem to me on July 19 and I tried to install it, but I got the message “activating cable modem” and although everything is correct, my internet is not working.My first question: Can you check my MAC address?Second question: I work from home office and I have been waiting for three weeks for an answer about the internet and I am suffering. 

1048
o2_Sven
G
Neuling
GreenEngineerNeuling
gefragt in English O₂ Community: Broadband & Landline
question: DSL upgrade to o2 home M to o2 Home L

Dear all, Currently I have o2 dsl at home with 100 mbps. I would like to upgrade this to o2 home L with 250 mbps. However I have a technical question related to current line: 1) current DSL attainable speed is max shown as 124370 kbit/s in fritzbox  If I now book a 250 mbps package , I presume it wouldn't sync because of the line limit  to any higher value right ?  I just want to avoid headache afterwards  .. paying for o2 L and speed of only o2 MMore info incase relevant:Connection type: VDSL2 17a G.Vector (ITU G.993.5)Distance to exchange: 252m   Thanks in advance  

548
o2_Kathi
kayawish24
Lehrling
kayawish24Lehrling
gefragt in English O₂ Community: Broadband & Landline
ip adress margin of error

Hello , i need advice from O2 expert.i got sued for torrenting in 2020 this month by a scam firma.i checked the date and time when the download happened i was not even at home i was at job and i did had PC too that time but O2 game my adress to that company saying that ip was assigned to me when the torrent seeding happened.i want to ask what is the margin percentage of error that ip was assingned to me that time in 2020.i Red in forums and reddit that margin of error can be more then 50% like ip was assigned to someone else but O2 system foward my name to the company.please any O2 expert like stefan answer this.what is the error percentage that in 2020 that specific ip was assigned to me.

10919
o2_Lars
R
Neuling
Rms013Neuling
gefragt in English O₂ Community: Broadband & Landline
DSL order processing

Hello i also recieved the same email to continue the process but im outside germany in the moment please send me email that i can reply so that i can send all needed information.Thank you Rami

302
o2_Gerrit
J
Neuling
jennyxuxuxuNeuling
gefragt in English O₂ Community: Broadband & Landline
Kein DSL-Anschluss nach Umzug

Hi all, I just moved from old apartment to new and there is no DSL connection here , TAE dose not at all. But there is the multimedia dose, which I remembered I have used in one of my previous apartments with Kabel and WiFi router. is O2 also supporting this?If not, is it possible that I make the contract Kündigung early than the minimum run date? (It should be 30.01.2025, if the connection not supporting, I don’t want to pay the money for almost half a year) thanksjenny  Edit o2_Sven 10.08.2024/14:19: Moved from DSL, Kabel & Glasfaser to English o2 Community: Broadband & Landline

414
o2_Maren
Y
Neuling
YYTNeuling
gefragt in English O₂ Community: Broadband & Landline
Extra ordinary cancellation due to moving abroad

Dear O2 team,I moved out of Germany to Norway in May 2024. On June 6th 2024, I sent all the necessary documents and proofs to cancel my home internet connection (I still want to keep the SIM) however I am still being charged for it. I called the helpline multiple times and all they do is send a ‘link’ which leads me to the website where there is no option to make a cancellation request online and or update documents. Can someone please help me to cancel this contract so that I am not charged until January 2025. Thanks in advance!

639
o2_Gerrit
J
Neuling
JorgeTUDANeuling
gefragt in English O₂ Community: Broadband & Landline
Abusive termination date

Hello,After several calls and operators not willing to cooperate with any solution, I could terminate my contract with O2 (internet), but surprisingly, the termination date doesn't correspond to aggrements for two reasons:I have been a client of O2 for several years already, more than 3.  The operator explicitly told me that my service will be terminated by September 31, 2024.Now, I have received a message that my contract will end in 180 days , on FEBRUARY 9, 2025.These policies are one-sided and extremely harmful to clients, generating distrust and a bad reputation for the company. I am deeply disappointed with these decisions. Edit o2_Sven 13.08.2024/14:07: Moved from o2 Mobilfunk: Vertrag & Tarife to English o2 Community: Broadband & Landline

212
o2_Sven
V
Neuling
Venugopal_ChandrashekarNeuling
gefragt in English O₂ Community: Broadband & Landline
Contract Cancellation.

Dear O2 Team.I am here in Germany since march 2024. And I got O2 in the month of march itself. the contract is for 2 years. Home spot 50.(20,98 Euros for first year and 40.98 from 2nd Year with Router)And in the month of June 2024, I got an Email stated that I can get 50% discount on the Homespot 50.And the plan looks something like 15€ for first 12 months and 30€ for 2nd year. Again its 2 years of contract.And I reached out to the local O2 shop near the City center. Thy advised me that it will replace the old contract of 20.98€ per month to 15€ per month. Then I booked it but I got the sim for the latest plan.But when I got the bill for this month shockingly I am having bill by two of them. 20.98 and 15€ together. though i didnt use the 20.98€ sim in my hotspot.  and I want to cancel one of the contract, How can I proceed with this issue ?Best Regards.Venu.  Edit o2_Sven 10.08.2024/13:57: Moved from o2 Home: Vertrag & Tarife to English o2 Community: Broadband & Landline

705
o2_Gerrit
D
Neuling
DejanaNeuling
gefragt in English O₂ Community: Broadband & Landline
Activation of Dsl

Hello my activation date was 23.7.2024Butt it’s been one weak and my activation says its still in progress.I have dsl fritzbox but i cannot acess page with connection details.So step 1,2,3 are dine tho step 4,5 not.Wheh can i expect login details?I’v been talking with millions of customers  service and twchician guys and all say i already have inyernet but i still don't see login detail?

25026
o2_Maren
M
Neuling
MiraBonNeuling
gefragt in English O₂ Community: Broadband & Landline
Contract cancellation - Moving to dormitory

Hallo, I would like to cancel my internet at home, due to relocation to student dormitory. I can attach all the necessary documents as a proof, such as registration, contract and etc. I spoke with agent over the phone and he sent me the link. Hope I understand everything right. Thanks.  Edit o2_Sven 12.08.2024/14:53: Moved posts to new thread

122
o2_Sven
T
Neuling
The Company Is GarbageNeuling
gefragt in English O₂ Community: Broadband & Landline
O2 is in breach of contract, how do I prove it and sue them?

I will first emphasize that O2 is an absolute garbage internet provider. I have an LTE connection with a subscription for 100 MB/s, Since I got it, the maximum MB/s that I recorded was around 40MB/s, and usually around 10MB/s or below.This is extremely unacceptable and from further inquiry by phone with O2, this is way below their minimum promised speeds, meaning, they are in breach of contract.I tried changing contracts, having called the English support line, they told me I can change to DSL or Cable for the price of 25 or 20 Euros per month, they told me on the phone they will call me back as they need to inquire about a further discount for me.I never got that call back, after being ghosted for 4 days, I call O2 back on the English support line, only to be answered in German, the German person on the phone was kind enough to transfer me to the English line only for them to immediately hang up on me after hearing my problem.After calling back, being answered in English, the person o

1144
o2_Kathi

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