English O₂ Community: Broadband & Landline

Hello All,   I have cancelled my subscription in Sep 2019 and also paid the due amount, But you still keep sending me the invoice.Please could you stop this. Customernummer :xxx My phone number : xxx - Farhan   edit o2_Manga: persönliche Daten entfernt

Hi Dear Team,   I have ordered o2 DSL M 50Mbit Package. I have somethings to clarify.   installation date is 17th of April. I willl be available there. Post box and bell my name also there. I am very new to my apartment and 1stte buying internet. Agent said keep Access to APL unit which I don't know what is that. However access inside my house amd Keller area everything is clear. I hope technician must be familiar where is the APL. Also I ordered basic router which is 2.99. hope it is smooth operating.  I ordered connection  Waiting for router Installation on 17th From then after steps I am not clear. I was trying to login to mein O2 Option though it didn't work. As per customer service agent 69.99 installation, 49.99 router installation fees are completely removed from me. And due to young tariff agent said 1st 6 month is totally free. And data usage is totally unlimited with 50mbit continues..etc. so I hope my

Hi, My DSL connection is faulty and the technician did not come as planned yesterday.  I also receive this message by SMS “o2 Info: The one-time connection price DSL pack was deactivated for you. Deactivation date: 30.03. ” Please help me fix this. I've been waiting for this appointment for a month. Thank you   Edit: Beitrag verschoben - o2_Kurt

I will have an appointment for DSL installation, however the phone number in "Meine O2" is wrong, and I cannot change this. I have logged in to Meine O2 and selected "Manage Login", then main phone number, but this does not allow me to change the phone number or add a new phone number. I need to change this number soon so the technician can contact me in the following weeks.   Edit by MXP_Alex: Moved to English o2 Community.

I am new here in Germany and can speak little good German. I would like to have DSL in our appartment and already visited a O2 shop here in Flensburg. The shop personnel already get the information from me and had given me Auftragsnummer. The staff said i will be contacted if they need more information thru call or email. They called me last time and unfortunately i missed it to answer. O2 send me a message that they need information about my Appartment's location and detail.Now I am trying to contact them but no response. The supposed termin for Freischaltung is last April 1, 2020. I would like to know if it is already cancelled or just affected by the COVID 19 pandemic?Can you help me? We really need to have it as soon as possible.

Hello, I received my last SEPA reminder many days ago but didn’t have the chance to send it back due the current situation. However, I have checked that the information is correct in the system and in o2.de/meine-daten/sepa I get the message: “Vielen Dank. Sie haben dem Lastschriftverfahren bereits zugestimmt.” Also my last invoice was automatically paid as expected on 17/03. Is there still a need to mail the SEPA document back? And if so, is there the option to do this via email to avoid leaving home?   Thank you  

Hello O2   I am in embarrassing situation now. My nachmieter was using my internet and He didn’t pay me for 8 months and He is not reachable, he is ignoring my contact actually.    I want to cancel it if its possible, (contract is till december 2020) If i can’t I want to stop my internet from him and want to move it where i live now.   He doesn’t answer me at all so there is no way to get back  O2 internet device neither..   Let me know if there is anyway to cancel or move my internet.    Thank you and stay Healthy! Best  

Dear Sir/madam   In the below mail, I have been told that  there will be one more closing bill, and I  got it on 17.02 (63.52 Euro)and I payed it on  12.03.2020 (See in the attachement the  payment document). But Ironically, on 16.03.2020 I got another closing bill (138,55 Euro), which is not supposed  to be sent. I think there is something worng.  Please inform me about.    

Hallo Since January I have used O2 wifi with 100mbps speed but from starting time the speed is many times less than 50mbps and there is continuously disconnection with router. Once I have changed Router as per technician advice bei O2 but nothing changed. Many times I have complained about it and they provide me solution like they generate a ticket and then closed the ticket and I did not get any kind of solution. In this condition what is other possibility ? Best regards.

Hello! I’ve been reading a bit regarding the cancellation process of my O2 contract and I understand it depends on the type of contract. I curently live in Bayreuth and due to unforeseen circumstances, I will be moving to Mannheim this month. However, I do not have a defined place of residence yet and this will likely take some time. So, I believe my best option is to cancel this service and afterwards once I’m settled in, review my best options for DSL and Mobile providers in Mannheim. Since I don’t have clarity on my type of contract, I would like to know what fees would apply in my case and the total amount that I’d have to pay for cancelling. What’s the process? Thanks!

hello, I am leaving Berlin at 30.4 and I want to cancel my contract. I tried to call customer service but there is no one who speaks English. My contract is a contract without obligation I'll be glad to receive your help

Hello, my dsl has been disconnected for a whole week now and I have tried more than 10 times to call the customer service hotline, usually after a good 15-30 minutes waiting I finally get some people to talk to me, due to the fact that my german language skill is lacking I usually ask my friend to help me negotiate with the service guy, but no matter how many different hotlines I’ve call none of them have offer any sort of help until now, they always tell my friend the same thing over and over again, it’s not his departments problem, go call another hotline. I called at least 5 different hotlines and they never helped me a single bit. I understand the current situation in Frankfurt so all the o2 shops are closed, and now I’m stuck at home with no WiFi. So please help me and give me the correct hotline number, give a number once I called, waited for the service guy, who can actually finally offer me some help, my problem is my dsl has been disconnected and I’m trying to get people to

I already had an O2 DSL connection, which I still use. Every month I was paying the same fee, as expected, all good, everybody happy. Now, I decide to buy a Contract Phone through Check24 & SparHandy, which is an offer of a Package from O2. I get the Phone, I get the number. Everything is perfect. I pay the extra fee for the Phone, the connection fee, that’s all fine still because it was written so. But now, when I get charged from O2, combining the 2 Packages I now have with them, I got charged The Usual Price of DSL + The written Price of my Phone Contract + An Additional 19% of a VAT which increased the price I’m paying for 30 more Euros per month. In Check24, it was written all the Prices are included with VAT. In O2 Packages it not written that any price doesn’t include VAT. So, why the hell am I charged extra for VAT? Now it costs even more expensive as it combines the DSL + Phone, and 19% of those is even h

Hello o2!  I just asked for the cancellation of my DSL, and I was given a phone number to call to cancel.  I am worried it might be only in German.  Do you guys also provide the service in English ? Or is there any other number?    Thanks for your help.    Dayeon

Dears,   I have to questions related my new line: There will be a technician on 20th April: the internet box will come with him or I should expect a delivery before? If yes, where I can check when it will arrive? In my apartment, there was already an old connection for the previous tenant: there will be the necessity to go to the “distributor in the cellar”? The problem is that the distributor is not in my personal cellar but in one of my neighbors and currently he is out of the city and I don’t know if he will be able to come back due to corona. So maybe if there is no necessity to go there,because there was already something “available” before, is it possible? Thanks

Hello O2 Community,  I need your urgent help/advice since I’m doing home office it’s very important that i need internet connection and today is my lucky day! Suddenly out of the blue we lost the internet connection, I’ve tried resetting the router twice plus checked the only TAE plug in the hause it’s all connected. The router is an Telekom smart speedport when i log in the router it just says no internet connection Meanwhile the Wifi signal is on. (I’m 90% sure it’s not a hardware problem since no one touched the router or the TAE plug)   I’ve contacted the O2 support they couldn’t analyze the problem they just gave me ticket number and asked to wait till Friday.  The problem is I’m doing home office and it’s super important to have back my access.    It would be great if you can help! Super thanks in advance:)    best Regards Jacob. 

Hello, I’ve had this issue since the beginning of my contract and no one can help me. In my previous apartment I had max 25mb/s download 5mb/s upload speed. That was stated on the ‘https://www.o2online.de/e-shop/dsl-festnetz’ when I entered my address. Then I had to move to another apartment. I checked the available speed of that address and it said 50/10mbs. My contract was created with the speed of 50/10. When I went to the O2 shop to move my internet to a new address, I asked them, will I now get the speed of 50/10. They checked the availability on the same website and said that I will get the speed I’m paying for. Well, guess what. I’m still getting the same old speed of 25/5mbps. I went over ten times to three O2 shops that are in my city, not one of them could help me. One of the employees was even rude to me and left me alone at the counter. I did not know what to sa

Hi ,  I just lost my connection today morning  ,just wanna help what should I do right now ?  I turned off for 5 min and I restarted but nothing happend .  I have the light on info , DSL , WLAN , and ofcourse power .  Greetings shayan

I could not receive my router and DHL is sending back my router to the sender. Where should I report this and order re-delivery? I only speak English.

Hello O2, our activation date is on Monday, 30.03.2020, but we still did not receive a router (DSL connection S-xxxxxx / shipping POS-xxxxxxxx). From 21st of March we were waiting all day to receive the router. Due to the current situation, we are at home during the past two weeks. I checked my DHL tracking number and it said that the package has been sent back to the sender. Since our name is obviously on the bell and we were home the whole time, what are the other possibilities for this problem? What will happen to our appointment with the technician? When can we receive the router? Is there any additional costs for this complication?     Customer number removed due to data protection, o2 Michi

Hello, I’m leaving my current apartment on the 31st March and moving in to a new place, and I need to request my home VDSL be moved aswell.    How can I do that now that your shops are closed?

Dear Team, I took a new O2 DSL connection for my home. After 4 weeks of waiting I got the installation done on thursday last week ( 05/03/2020).   I took a flex home S plan with download limit as 10Mbps. But after the installation I was informed by the customer service personal that the max speed they can provide is only 0.4 Mbps for which i have to pay the cost of the plan for 10Mbps speed and also they are recommending now to take a wireless connection additionally to meet the speed I want with ofcourse additional cost.    Unfortunately I was dissappointed with this information since if had knew that the max speed they can provide me is only 0.4 Mbps i would have chosen a alternate service provider who can give me better speed. Now that I have spent the cost for installation and 4 weeks of waiting, this information is meaningless to me.   can you please support what are the alternatives I have?   I have attached the sc

Hello, I have the O2 My home S Plus (16MBits/s Download and 2.4 Mbits/s Upload). The speed is very slow, after testing it, the results are 2.82 Mbits/s Download and 1.71 Mbits/s Upload. I am very insatisfied with my Internet speed. I do not know how to solve this. If I won’t be able to have a decent speed I would have to cancel my contract. Thanks in advance

Hello there. I am a foreigner that was sent to Germany for work. Now I have been sent away and have been trying to close my internet contract. However I dont dont  german because I wasnt given much time to learn it before moving to Germany. I was in contact with an operator by email but the email doesnt work anymore. Can i please speak to someone and explain my situation? I already have the Einwohnermeldeamt and proof of residency in Italy now and just need to send them to the office. I have tried by fax but it doesnt work. I ask please can you help me?

Hello O2 community members. I received DSL router before (O2 homebox 6741) on 10.03.2020, technician come on 20.03.2020. We enabled router and everything was green power, WLAN, Internet, Info… Technician said that everything looks good and all other information is on the backside of router. I can connect to the WIFI and router but I do not have internet, I always redirected to telekom.de page: . I did several times reset and just unplug and plug it again, but the result is the same - can connect to router, but no internet. I installed o2 DSL Hilfe and there is only one error - no internet connection, router and configuration are ok.