English O₂ Community: Broadband & Landline

Dear o2 Team and community, I am working from home as any other person nowadays. Internet connection is crucial for me. However, Internet signal lost at least 3 times a day. It comes back 10-15 mins or 1 hour later. This is not manageable for me. I contacted o2 service center in the previous weeks. You decided to send a new router to me (although I don’t think that’s the reason) and I installled the new router. Nothing changed. Suddenly Internet signal on the router starts blinking and my connection drops. When I’m connected, it’s super fast and I don’t have any problem. But then suddenly it drops. Please help me out to solve this problem. I speak English only so your help in English will be appreciated. Best Regards, Can

Hi, I am moving to a new place where I do not need my personal internet connection. I need to request for the termination of my existing o2 DSL contract. Can someone please guide me with the steps, from beginning to the end?Thanks! Rohit

Hello,I placed an order for O2 DSL on 21.07.2020. The technician was supposed to visit today. Two times, I explicitly mentioned to the O2 customer service that the building do not have a bell system and that the technician must contact the front desk of the building and give my apartment number and my name and then the front desk would call us. The technician did not tell the front desk this information and did not call or inform us directly and left without activating the internet. This is completely unprofessional and customer unfriendly. I have already been waiting for 3 weeks to get internet. I contacted your customer service but they were rude with me and said that I have no other option than to wait till 19.08.2020 which is too late. And now I received a message that I can use my WiFi from 21.08.2020 suggesting that I have an appointment for then. This is extremely unsatisfying, as I urgently need internet. I called O2 service desk again asking for an earlier appointmen

Hello,I need a way to cancel or terminate my O2 DSL service as its still showing “active ” at my old address. I am no longer at that address. I am in the process of sending cancellation letter, however I am in the US and the letter will take some time to reach Germany.  There are currently new tenants at the address who wish to get O2 DSL but cannot since I am still showing “active ” in the system. I need this canceled, terminated, or someway set to not active so new tenants can activate. Also is there a phone number who I can talk to someone knowing English, or at least which options to use when calling in as the IVR is in German? Edit by o2_Katja: Verschoben in unsere Englisch Community

Hello,I had a technician appointment today and He did the setup and told me to wait for 10 mins. I can see the WLAN and the DSL lights are on. Internet, Telefone and info llights are off.I can connect to the router over the phone and laptop but there is no internet. Can you please let me know whether O2 activates the internet connection given some hours of time or is there a problem here? I tried calling the hotline but the automated voice just took my phone number and started reading a whole set of clauses about security etc Best regards,VinayEdit o2_Lars: Moved from DSL/Router to English/Broaband

Dear o2 team, I have contract with o2 dsl (O2 DSL Classic S Flex) since April 2017. Sonce July 2020, it is very slow. I hardly open my e-mail account. We share wifi with my flatmate and she also has the same problem.I would be very happy if you can inform me about the reason or fix the problem.Many many thanks in advance. All the best, 

HelloI am planning to move out of Germany in about a month, I have all the documents and all the info on how to do that. I am just having one problem, when I try to login in this portal https://dsl-retoure.o2online.de/Login#it shows the message “Die Anmeldung ist fehlgeschlagen. Bitte versuchen Sie es erneut.” I can login in mein O2 with the same username and password with no problem. Can you help me to find out the problem? Thanks a lot 

Hello, I changed my internet provider from O2 to Vodafone and got a message that July 22nd, my O2 contract would be canceled but apparently this never happened. I moved from Germany because of personal reasons and now I need to cancel everything that I thought would be solved. How can I actually cancel my O2 contract now? Best regards.

Dear Sir or Madam, I have following problem: I was trying to activate my DSL router yesterday, that I received from O2 previously. But at the end in the App, that helps with installation appeared a phrase “something is wrong with your DSL connection, please contact customer support”  Case number: 603 500 I called the phone number from the App, but I couldn’t pass through the robots for two following reasons: -I understand German, but I can’t speak fluently -my German pronunciation is not good enough, so the robots don’t understand the numbers I wrote to the O2 support chart as well several times, and was redirected to several specialists. But, however, they were asking if I speak German and after my reply, that “no” everybody stopped answering me. Also I texted that if knowledge of German language is re

Hi,   My internet is not working. O2 my service app seem to complicated for me to use. Where should I open ticket with O2 regarding my connection.   With Best Regards, Syed Aqib Edit o2_Lars: Transfered from DSL/Router to English/Broadband

Hi My lanline number is XXXXXXX is giving connectivity issue over the last few months. The internet is extremely slow and disconnects frequently. Request for urgent support Thanks Edit o2 Antje: Number removed - transfered to English/Broadband

Hello, My DSL contract ended in 03.04.2020, and I have returned the DSL router on 19.05.2020. The O2 online router return portal indicated that my router has been received on 25.05.2020. However, I was billed for the penalty for not returning the router on the invoice of June, and I still cannot see a refund on the invoice of July. In this case, am I too late to return the router that the penalty cannot be refunded? If I am still entitled to the refund, are there any more steps I should take to get back the refund, and how long does the refund process usually take? Many thanks in advance for the help.

Hello, I ordered a subscription awhile back for internet/dsl (50mbit) along with a router. I get the router one week before the installation should be made. A worker comes to install the DSL and does so, but says that something is wrong and I will not get 50mbit right now, only 20mbit. After he left, the internet was working up to 20mbit. Two days later the internet is turned off(?) and I get nothing. I also recieve an email from o2 saying no one came to install the dsl (even though someone was there and i signed that he was there. I needed to contact o2 within 10 days or the subscription would be cancelled.. So I went to an o2 store, there they told me I have to call o2 support for this business, and I got a number. The number didn’t work so I called the normal support. The support said that they would order a new appointment for the dsl installation. They said that the person would arrive this Tues

Dear 02, my DSL internet is not working. Please fix it as soon as possible. 

I have found this thread from 4 years ago, and it actually related to me so much. Unfortunately, the case was closed even without the problem being solved. Just as always!!!!It's pretty absurd that this is the best customer care O2 has to offer. I have been patient the previous 6 months where my internet has been on and off almost 6 times a day. It became unbearable so I called customer care, and they did exactly as mentioned by the two people. Some people do not speak English (it's funny I was working in telecoms in my country and English was a requirement, because even when you look at Munich, it's not only having German speaking people), the people arrogantly hang up the phone, especially after

I can not see my invoice . since months there is a technical problem. please solve it. Never ever O2…   Edit o2_Matze moved DSL Englisch Board 

Hello Team, I moved out of Germany in June 2020 and I have sent the documents to the below address for my mobile and DSL contract termination but I have not received any update. Could someone assist me please ? Thanks  Address to which the doc’s were sent : Telefónica o2 Germany GmbH & Co.OHG customer service 90345 Nuremberg.   edit o2_Manga: verschoben nach Englisch o2 Community:Broadband/DSL

Hello, I have been using o2 DSL from last 2 years. I want to know about the renewal/refresh of contract after completion of current 2 years contract. Is it possible to change plan or switch dsl plan to mobile phone tariff?   Regards, Rishabh   Edit o2_Larissa: transfer to English o2 Community: Broadband / DSL

This is my Plan:   Surf flat with up to 100 Mbit / s in download and up to 40 Mbit / s in upload without data choke *   But this is what shows in FritzBox. The connection to the DSL is slow.   It was good when i started the contract. But now it is very slow.    

My Contract is getting expired on 14th August 2020, but my contract is auto renewed. I am moving to India, and want to cancel my contract. Whenever I called helpdesk, they keep on speaking in German and I asked about English support, but helpdesk cancelled my phone. Now How to cancel my contract? My customer number is xxx   edit o2_Manga: Kundendaten unkenntlich gemacht.

I live in a rural area so you were not able to give me DSL or fiber internet. I had to settle with a mobile LTE internet. The internet connection is always unstable, the ping is always really high and it constantly spikes, the speed is never as promised (50 down , 20 up ) in reality its always ( 15 down , 20 up ). The router comes with a website for managing your internet (o2.spot). It  is one of the worst websites I have ever had to use. The internet randomly turns off every couple of hours which makes me have to go on the website and manually turn it back on, BUT I can't even reach the website because of a glitch that states: “Only one user can manage the web management UI at a time"Even though I am the only person who ever uses it. So then I have to go to my router, turn it off and on, run to my phone and hope that I can turn the internet back on before the glitch happens again just so I can run into another problem. I have to cl ick " connect " about 10 times before the internet

Hi there, I planned to cancel my fixed DSL contract (which already passed the first 24 months) in September 2020 and it will end in December 2020, after that I would like book a new DSL contract called “DSL ohne Vertragslaufzeit” with the same speed option as I have right now. I wanted to preserve my number and do not overlap my two contracts, what steps should I take?   Regards, Kristen     edit o2_Giulia: topic moved to “English o2 Community: Broadband / DSL”

The o2-DSL Festnetz connection at my home seems to have the telephone service deactivated. I realized it recently, when I decided to buy a landline phone at home. How can I get the telephone service activated? Can someone help me? Thanks a million. edited by Joe Doe: moved from Community Wohnzimmer to English Broadcast DSL

Hello, I wish to cancel my o2 DSL contract from abroad. I believe I know the process, I fill in the cancellation form and provide the necessary documents, however I do not have my router any more to return. How do I proceed? Do I just note this on the forms and get an additional fee for this?   edit o2_Manga: verschoben von DSL: Vertrag &Tarif nach Englisch o2 Community: Broadband/DSL

Hi, Greetings!   I will move to a new city soon and I have check on O2 website that it is not available to change my DSL contract to my new address. It seems there is no english service on O2 Hotline. I would like to get some help here. Thanks.   Cheers