English O₂ Community: Broadband & Landline

Dear O2 staff, I have ordered Umzug for my current DSL-contract. Sadly my landlord just gave me additional information.Allerdings habe ich Ihnen mitgeteilt, das kein Telefonanschluss in der Wohnung ist. Sie können Internet nur Über Kabelanschluss buchen. Die Telekom kann Ihnen keinen Anschluss schalten. Can you suggest what I should do? I would like to add this line onto my order note at least, so the system and the technician knows this.And I would preferable not do it over the phone, as I do not speak much German. Many thanks,Y.M.

I need cancel my o2 dsl conract since I have new connection from landlord so I am not using this connection.I like to know the procedure please help mewith regardsvaishali  Edit o2_Giulia: Thread moved to English o2 Community: Broadband/DSL

I withdraw the O2 DSL fee wrongly,how could i fix this problem,will the dsl disconnect in a few days? Edit o2_Matze Thread moved to Englisch Broadband Board

Hi O2 Community, I am moving to a new flat and I have ordered the “Umzug” online since I know it takes some time to activate the internet. The only problem is the flat has only a cable connection for the internet, there is no TAE port available. So the O2 router I have is not compatible. When I filled the form online, it showed up my address is DSL compatible but apparently they were mistaken, at least for my flat. My question is, will the contract be cancelled by O2? I suppose it will be the case since they cannot provide the DSL internet (no landline at all). And is there any paperwork do I need to fill for the cancellation? And what should I do with the router? Thanks for the help!

I recently moved to a new address and I am trying to change my contract and move my DSL to new place. However I can’t do this online as it is saying my new address is not valid. I went to a o2 shop and they are also not able to do it ask me to call customer support. As I don’t speak German is there any english hotline where I can speak with 02? edit o2_Manga: verschoben nach Englisch o2 Community:Broadband/DSL

Check your login details and contact your internet service provider if the error occurs repeatedly.FRITZ Box 7490 

Hello， I received an email to convert my O2 DSL to modern,futhue-proof technology yesterday. And I also recieve the necessary data ( VoIP-PIN) in writing in advance.  I connected my laptop to router, and I had tried so many times to finish the changeover last night, but failed. I want to know If I have missed the changeover time? If yes, what should I do? Thanks very much.WeiEdit o2_Lars: Transfered from DSL/Router to English/Broadband 

Hi Team, I have moved back to India and when enquiring for termination of contract I was asked to send a cancellation form and deregistration document as proof. I have sent all the necessary documents to the Telefonica Nuremberg address.  I did not receive any confirmation or acknowledgement to my mentioned mail id or my friends Germany address. I have been sent with my monthly charges bill to my German bank account. Can you help in canceling the contract and do the needful. Thanks Praveen

Hi Team, I have moved back to India and when inquiring for termination of contract I was asked to send a cancellation form and deregistration document as proof. I have sent all the necessary documents to the Telefonica Nuremberg address. I did not receive any confirmation or acknowledgment to my mentioned mail id or my friends Germany address. I have been sent with my monthly charges bill to my German bank account. Can you help in canceling the contract and do the needful. Thanks Praveen

Since last Wednesday I can’t connect to my work VPN. IT at work found some really weird results on the traceroute data that seems to indicate my ISP (that’s O2) is doing some weird things.This is blocking me really badly, and I’d love to hear some explanations about what’s going on. I have the traceroute data here, but I don’t think is a good idea to post it publicly. I’d love to get some support ASAP.Thanks,Diego Echeverri

Liebe O2 Arbeiter*Innen, I wish to postpone the DSL appointment to at least 20.8.2020. I could not do that with the hotline since the hotline is only in German. [note] Is there an alternative way for English speakers to postpone the date? mfG, an anonymous English speaker     [note] yes: somebody told me it is English too, but how am I intended to access an English speaking service if a German registered voice asks me that? :) https://hilfe.o2online.de/mein-o2-eure-ideen-und-vorschlaege-71/english-hotline-customer-service-ask-for-english-support-in-the-very-first-message-538409

my contract will end on 11.09.20 and i would like to convert from post paid to pre paid , how is it possible 

Last Friday the technical that should connect my DSL line came to my home.He went to the basement. Then he went into my house. And he left telling me that I would receive an email (he just spoke german so I couldn’t understand more). Like 30 minutes later I received an email saying that I wasn’t at home when the technician came, and that I must ask for a new appointment. I tried to clarify on the phone that the emails said, but only speak in german (what of course I can understand) Then I went to O2 shop were they speak English, and they set up a new appointment for 25th.  I don’t know how to clarify with O2 what really happens, and how to avoid that the same happens on 25th.   

My DSL connection is broken today. Could you provide the English customer service? Edit by o2_Katja: Verschoben in unsere Englisch Community

I summarize the timeline of the events:August 2019: I try to open a O2 line August 2019 - October 2019: I arrange several appointments for the technician to come into my apartment and install the line but the technician always misses the various appointments. I manage to cancel the contract. 4th November 2019 - I make a new order for a new O2 line (telephone number XXX/XXXXXXX) 19th November - the technician for the installation does not show up to the appointment 3rd January - the technician for the installation does not show up to the appointment 27th January - the technician for the installation does not show up to the appointment

I recently shifted to Heidelberg, Germany and took a DSL connection by o2. I got a Fritzbox 7490 from an o2 outlet. The connection was established on the 18th of May, however, there was no DSL connection at my place for about a week because of a faulty connection made by the technician. I lodged a complaint with the o2 technical hotline and this took me about three days since no one was ready to speak in English with me and that is the only language I can communicate in because I have only recently moved to Germany. This problem was then fixed and I had undisrupted internet connection for about two weeks.  From the 6th of June the DSL connection started showing some disruption again. The connection stays for 2 to 3 minutes and then goes off. There is undisrupted connection sometime at night after 10 pm but during the day the connection is always unstable. This has made working difficult for me and I’m having to recharge my handy with internet data everyday just so I can work

Hello,I have moved to India as of August 6th,2020.I have already sent the de registration document and cancellation form to O2 address but still haven’t received a confirmation for the same.Need your help. edit o2_Manga: verschoben nach Englisch o2 Community:Broadband/DSL

Hello!A few days ago I requested a DSL upgrade from 50MB to 100MB but it still works as a 50MB service even after getting confirmation from o2 that the upgrade task has completed.I tried to speak in chat but the tech wasn't helpful.I was told to reconfigure the device which I did and the service is still 50MB in size.I asked the agent to look for attenuation values ​​and he said he didn't have this information.I asked about a specific configuration in the device that I would need to look for and it didn't have that information either.Is there any way I can resolve this? edit o2_Manga: verschoben nach Englisch o2 Community:Broadband/DSL

Hello,I cancelled my contract and send the device as I told. Also, recieved an e-mail telling me everything is fine. I left germany 6th of August and of course before leaving closed my bank account. Today my neighbour found a letter from O2 about a payment. What should i do? Before leaving I was told everything is fine and I’m done with O2.  edit o2_Manga: verschoben nach Englisch o2 Community:Broadband/DSL

Hi there. I had terminated the O2 contract for 2 years, which I signed in December 2017. In my letter of termination I had received confirmation from O2. For a connection that I never use, however, I am still charged a monthly fee. Please help us understand why my cancellation request is still not in effect.   Hello. I had cancelled the O2 contract for 2 years that I had signed up in December 2017. I had received an acknowledgement from O2 on my cancellation letter. However I'm still being charged monthly for a connection that I never use. Please help in understanding that why my cancellation request is still not in effect.   Edit: Screen anonymized / o2_Flo

Over the last two months, my household has reached the Fair-Use limits as my partner and I are having to work from home due to COVID. I’m happy to upgrade but cannot find any information about how the fair use limits differ between Classic M (my current plan) and the My Home M and My Home L contracts. I keep getting disconnected by the chat bots and haven’t even seen where I can upgrade by myself… usually O2 is more attentive when I want to give them money! :DDoes anyone have any ideas? edit o2_Manga: verschoben nach Englisch o2 Community:Broadband/DSL

Hallo, Wie kündige ich meinen Vertrag? Was ist der einfachste und schnellste Weg?Ich kenne die 4-stellige persönliche Nummer nicht. Danke dir. What is the fastest and easiest way to cancel my DSL contract?Thanks,Vlad

My ping constantly spikes every 10-20 seconds, I tried everything I could (reset to factory settings, moved the router around the house, changed wifi channels, tried port forwarding certain programs) and nothing works. Any idea what I could do at this point?This is just one test I did today… the internet is unusable at this state

Hi there, I am an O2 DSL customer with Order Number(Auftragsnummer) XXXXXX I have travelled back to my native country(India) on 12th July 2020 and have a request to terminate my contract. I have already posted a request letter to the below address along with my details(de-regigistration or Abmeldung copy and flight tickets) on 06 July 2020.   Telefonica o2 Germany GmbH & Co. OHG Kundenbetreuung, 90345 Nürnberg. Through : Deutsche Post.(Streuternummer 52XXXX10).   However, I have not heard back from the O2 office yet. Could you please verify and update me on my request please.   Kindly let me know if there is any specific email address though which i can get in touch with customer care on this issue.   Thanks and regards, Sarfaraj Jamadar   Edit o

Team, I want to change my DSL location from my current location to new location. Where shall i can provide my full details? is there any charge for move location? S - xxxxxxxxxxxx Please advise me on same, Thanks edit o2_Solveig: Datenschutz