English O₂ Community: Broadband & Landline

Hi, i orderd o2 homespot in 21 of augost and i got in 26, then the sim card was not active and it was giving an error for me, i called support they sloved my problem, then i put the sim card i my phone it was working but when i put it on my router it didn't work. I called support they send me a support, he cames here and he told me the sim card is broken and i went to a o2 shop and i changed the sim card and it's working on my phone but not on the router, I called support again they told me we will send you anothet router in 3 to 5 days and it been 8 days and it's not here. I orderd the internet 1 month ago and it's still not working.

Hello,Yesterday I contacted via phone with o2 service and I talked about I want to change my tariff for a lower price. Then customer service said that I’m paying for TV and if I’m not using it they may cancel it and I agreed, so they cancelled.Anyways, today I realized that on my contract it is 24M agreement. So, if they cancelled, which it means that will I pay rest of my months as cash in may next bill? Btw, I have 12 months left on my contract. And if it is, while in cancellation there was no information given on me about that and how should I act on it? Because if I were know I wouldn't let it.Best,

I signed a contract on August 22nd, but I didn’t receive a router or confirmation email yet. My installation date is today.  edit o2_Manga: Adresse entfernt aus Datenschutzgründen

I got an O2 4G Homespot just over two years ago.  My contract recently came to an end and I went into my local O2 store to order an upgrade to wired broadband with a FritzBox.I recently got a letter from O2 (helpfully in German despite O2 knowing I’m an English speaker) When I translated the letter using Google translate it said that O2 were sorry I was leaving and asking me to return the Homespot or face a financial penalty.The thing is, when I took out the O2 contract I had to buy the Homespot - it wasn’t given to me for free.  My contract from the day even shows a €49.99 charge for the device.So, if I bought it, and the contract shows I bought it, why are O2 DE asking for it back and threatening me with a charge if I don’t return it?

O2 stopped withdrawing payments without informing me. I received no emails, no letters, no messages – nothing. I only found out when a debt collection agency contacted me. How was I supposed to know? I’ve already paid off the balance, yet O2 continues to act like nothing happened. When I asked for an explanation or proof that they had contacted me, they cut the chat or ignore me completely. I’m still paying monthly – because I was never officially informed that the contract was terminated. There’s no document, no access to my contract in the O2 portal, and no legal confirmation. This is not only unprofessional – it’s abusive.

Hi, We have a few DSL contracts with you, and we want to start a new optic fiber contract in another apartment we have.We tried to do it with you 6 months ago or so, but another company had the exclusivity for our building until September 2025, and after checking you informed us it is not possible. The time now has come that we can disconnect from the other company and I want to hear what you can offer us.Is there any way someone could contact me over the phone for this? this is how it was done last time.

Hello O2, I have moved to new address and there was already another internet connection using by the existing tenant. So I couldn’t take my O2 there. That’s why I have requested for connection termination on 23rd March 2023 from online form. The termination was extraordinary from 31st March. One of the O2 customer service agents provided me the link for the online termination. I have also wrote and sent a letter to O2. It received by O2 on 29th March according to dhl letter tracking information. I have also returned the router on 31st March which was received by O2 on 5th April. Today I saw that O2 deducted the payment from my bank account for April. If O2 send me any letter to my old address I will not receive it and I am out of Germany. I have already mentioned these circumstances on my letter and requested to communicate with me via email. I haven’t received any email from O2 yet. In that case what should I do? Should I withdraw the sepa payment?Edit by o2_Andrea: verschoben von Eng

Hello O2 Team,I purchased an O2 home internet connection when I first moved to Germany in October 2024 . However, starting from October 2025 , I will move into an STW student dorm where internet access is already provided in each apartment and included in the rent. Since I will no longer need my O2 internet connection after moving, I would like to cancel my contract .Could you please guide me on the correct process for contract termination? Do I need to provide my new rental contract as proof? Are there any notice periods or fees that I should be aware of? My customer details can be provided via private message if needed.Thank you in advance for your support!Best regards,PrithEdit o2_Kathi 03.09.25 Title adapted for a better overview

Hello.I have cancelled my contract and in an email I got info that the possibility of return of the router will be sent to me before my contract ends. I never received any instructions and now you are charging me for 62 Euros. If I had instructions to return the router I would certainly have done so.Sasa Edit by o2_Katja: Moved to our english community 

I have been without Kabel internet since Thursday, July 17th, and so far, no real solution has been provided. A technician visited and claimed that Kabel internet is no longer possible at my address—despite the fact that it was working previously and that my neighbors still have an active Kabel connection. This explanation is both confusing and unacceptable. To make matters worse, I’m being charged for a service I cannot use, and my attempts to reach customer support by phone have been met with vague responses and no real help. Frankly, this level of service is extremely disappointing. I kindly ask that you look into this issue urgently and provide a clear explanation and a proper solution—along with compensation for the time without service.

Hello,The previous tenant transferred his contract to me, and I accepted the offer yesterday via the o2 website. Then the internet connection in my apartment immediately went down. I need it for work, so I'm wondering how long it will take until I can use the internet in my apartment again?Please help me, I can't believe that changing the name on the contract online would interrupt the internet connection.Thank you!

I recently moved to a new city. In my previous city Hochheim am Main I was using the package 250 L (DSL), however in the new city (Lindlar) they do not have that package. So I terminated the old one and want to switch to fiber optics 300. Any idea how long the cancellation takes? Ich bin vor kurzem in eine neue Stadt gezogen. In meinem alten Hochheim am Main hatte ich das Paket 250 L (DSL), in meiner neuen Stadt (Lindlar) gibt es dieses Paket jedoch nicht mehr. Daher habe ich das alte Paket gekündigt und möchte auf Glasfaser 300 umsteigen. Weiß jemand, wie lange die Kündigung dauert? (Google Translated)edit o2_Manga: verschoben zu Englisch: Broadband. 

HelloI oredered my O2 internet connection O2 Home XL 600 with router FRITZ!Box 5530.Everything was fine while ordering I got couple of e-mails, but after a week my order was dissapear from my O2 account, there is nothing in Open/closed orders. On the left side of the site I see a Neuer vertrag O2 Home XL 600 that’s all. I choose a technic visit on 08.08.25, but someone will even come? I don’t get my router, I don’t get any email about delivery, nothing. I can’t call the hotline because it’s nor wokring for me I think..Can someone help me? I took urlaub for tomorrow just for this visit.Moved topic to: English Broadband & Landline // 18:16 Uhr, 23.08.2025, o2_Rebecca

Hey, I’ve been trying to set up a home network using Unifi devices, but this thing is really testing my patience.I configured the TP-Link under Advanced > Internet with a single connection in Bridge mode using VLAN 7. When I connect my laptop directly to LAN1, the internet works fine. After that, I disabled DHCP, so as far as I know, it’s running as a pure modem.Then I connected the Unifi and tried setting up the PPPoE connection—both with and without the VLAN setting—but no luck.So, my question is: has anyone successfully gotten these two to work together flawlessly? Or at least the TPLink as a true modem?Thanks!Edit o2_Bianca 12.08.25 08:50Uhr: Moved from DSL, Kabel & Glasfaser to English o2 Community Broadband & Landline

I have made a new Internet contract (optic fiber) with O2 and set the appointment date to 14.08.2025 but I haven’t received any confirmation about the appointment yet. The order status is still step 3: “We will order the line for your O, connection from your local network operator. We will then inform you of the activation date and other details in good time before the switchover.”How exactly this appointment is proceeded? My landlord said that the optic fiber is available, so I’m not sure if that’s sufficient?Hope to receive some help from the community. Thank you all!

Hello, I've had my activation date on 29th November, the internet was not working.I called support and they said they'll send some company, the company contacted was supposed to come on 07 December, they canceled 2 times and wanted to cancel the 3rd time too.They came on 11th December and stated that I cannot have internet Kabel from o2 and said that they will help me close the contract .I've called numerous times customer service and they assured me I could cancel the contract because of this issue.I did say that I want to cancel the contract, I've even made a ticket for cancellation, which was deleted, and they wanted to send the same company.I've sent even a letter and after 2 months of struggle ,o2 did cancel my contract but on the last day of the contract, on 29.11.2025. How can we change the date to imediate? 16.04.2024 10:31 o2_Katja: verschoben aus Mobilfunkvertrag

I would like to complain about my horrible experience with O2 support. I recently moved to a new apartment and i wanted to make an appointment for House internet connection. I contacted O2 support to request for the connection on 30.06.2025. The o2 representative said it will cost me a connection fee of 49.99 euros but if I make a new Sim contract (14,99) which is cancellable monthly then the connection fee would be free of cost. He convinced me to take the workaround as it saves me money and agreed to make an appointment for internet connection on 14.07.2025. He didn't mention the fact that I have to pay a one time connection fee for the new Sim. I recieved the SIM but didn't recieve any confirmation of the appointment. He didn't mention any new tariff. He said my old tariff will continue as usual.  Today 14th july was the day of the appointment and no one turned up. when i called the o2 customer support to enquire i got to know that there wasn't any appointment planned. They mentione

Hey,I’ve replaced the rented Fritz!Box with other devices and would like to stop the €5 monthly rental fee.How can I take care of this? I couldn’t find any information about it.Thanks for your help!

Good day!We applied for home Internet connection at the o2 office on July 9, they said that the connection would be on July 31. Nobody called us, and we don't know whether there was a connection. We were at the office, they recommended that we check by configuring the router ourselves. Today (August 1) we checked, the router does not see the WAN cable, it is not connected. The router is in good working order, it works without complaints. The question is the following, maybe we should wait a while, and the Internet will appear? Or how can we find out that there may be problems? There is no way to call the hotline, we have only been in Germany for a couple of months, the level of German for communication is very low. Thank you edit o2_Manga: verschoben von Router zu Englisch: Broadband.

Hello,Currently I am in the process of moving my existing O2 DSL internet contact within Berlin. O2 is asking for the line ID of new place, so that technician visit would not be required.However I am not able to find the line ID through https://www.anschlussinfo.de/fehler, tried many times but could not succeed.How should I proceed now as I do not want the technician to come or else I will have to switch to different provider.Best Regards Nan

Hello, so I recently got a new O2 kable connection without a router from O2 , then I decided to rent a router from O2 , I contacted via the hotline and placed an order , but they placed an order for the Fritz Box 6660 , with is apparently not compatible with My plan home XXL1000 . Now I have a contract with two routers because of o2 . I have received a first DHL Box which after opening I found it was 6660 , the router box is unopened. How do I return it and not get charged for it ? 

Hello,Well the reason I switched from Vodafone to O2 Wifi is EXACTLY that internet keeps being down every night and I can't continue to study. Then I find the same problem with O2 wifi !!! If every time the Internet is down I switch to mobile data, it will cost me a fortune to finish studying every night, I can't pay wifi and mobile data to cover wifi problems, this is simply unacceptable. Please fix this problem in our region for good, otherwise I will be obliged cancel my contract 

Hello Team,  Can you please help me how to cancel my Existing  broadband contract from my home country. I moved out of Germany on 31st May 2025 as my visa is expired and I have been trying to cancel my contract since April 2025. Initially I got a call that after I upload my Deregistration certificate the contract can be cancelled. However, I applied multiple times in the  My O2 Portal for cancellation of my contract but there is no response but I am still being charged and the bill is sent. I am in my home country and not even able to call the O2 team. Multiple times I filled the cancellation form but no response. This is very traumatic and costing me a lot. Can someone help me how to cancel my contract.  Edit o2_Kathi 23.07.25 Moved from the section o2 Home Vertrag & Tarife zu English o2 Community: Broadband & Landline

Hello,I have been on the Home S Flex tariff for almost 2 years. I don't want to make any binding/fixed contracts.I just want to upgrade my package to Home M Flex. So I have a few questions:Is it possible to upgrade without paying a new “one time connection fee”? Because I already paid this when I opened my current Home S Flex plan.   Is it possible to get a discount for upgrading (to Home M Flex) without a fixed contract?Best