English O₂ Community: Broadband & Landline

I am beyond frustrated with O2.   I have waited around all day for the technician to show up--- with NO call and NO visit, I called the customer service line AND emailed them and have not received a single response.   I have my own modem and have provided them with my phone number, left a note on my door with CLEAR instructions on how to contact me. I waited outside in the cold for 30 minutes and no one showed up.    This is absolutely ridiculous. GIVE ME THE SERVICE I PAID MONEY FOR. Who is running this company? What are your technicians doing? How do I get a response from ANYONE?    I will NEVER, NEVER recommend this to anyone. One of the worst customer experience I have ever had.     

I need to talk to a English speaking support technician about my DSL speed.  If I am lucky I am getting 1 Mbps instead of the minimum 6 Mbps in the contract, my neighbours are getting 8 Mbps. I have tried ringing the hotline but the automatic message is in German and as to yet my German is not good enough to understand the message. This has been going on for 3 months now and I am getting somewhat frustrated and a little bit angry. Please can I have someone ring me to get this problem sorted. I have tried using the Live Chat option but got nowhere as the conversation frooze probably because the DSL speed was too slow.  

Hi, I had my router changed from my old Alice router a couple of years ago but I’ve always had problems with it (internet continually dropping out until I disconnected my devices and reconnected to the router again, especially with my mobile phone and iPad, though it happens with my PC as well). Is it possible to request a new router? Cheers!

Hello there,I have subscribed to a new DSL contract back in August to start on November 15th. I have an appointment confirmed for this Friday but have not received any routeur or any further information. I only received my contract and a document with my landline number (xxx685). I have tried to call the hotline but Im being told my number is unknown and I have not been able to log in to my O2 as I don’t have any log in details. I have tried to contact any form of customer service countless time to no help. Would it be possible to have assistance on this issue ?Thank you!  Edit by o2_Andrea: Due to data protection I edited the landline number

Hi, I'm having problems with my internet connection, the first 2 days works fine, then works only in the afternoon and now is not working, I have 3 days without internet, I opened the dsl app and it gave me this number 695436, the I tried to call the Callcenter but it was impossible to communicate, what should I do,?

I would like to confirm the visit of the technician and the installation of the Internet network. According to your comments everything is ok. The problem is with the router, which I haven't received yet and had to be sent again. My order code is EPOS020xxxxxx87 Best Regards

Hello   I finally managed to terminate the O2 DSL M Flex service to my apartment on 10.01.2019 after cancelling it online and then having to follow that up with a phone call to O2. The operator I spoke to was rude and quite aggressive when I told them I was moving and no longer needed the service.   The next day later I received an email (dated for the 11th December instead of the 10th) stating that the service would continue until 29.01.2020 and be turned off on this date. I believe this is incorrect as I gave 4 weeks notice on the 10.12.2019 to terminate the service and it should be turned off 4 weeks from 10.12.2019 which would be on 07.01.2019. I chose the Flex DSL service from O2 as it allows cancellation with 4 weeks notice.   I am moving on the 3rd January 2020 and the next tenants in the apartment may need the line free if they wish to order DSL, perhaps even from O2.   There is no way to reply to the email with the inc

Hello, sorry I don’t speak German, so my question would be in English(    I have a dsl contract with o2 company, And on the 13th of December, I’ve noticed that I have a debt on my account 59,97 € and transferred 60 € that day using Deutsche bank. Deutsche bank confirmed that a transaction was successful and there is no mistake with billing data (Iban and Kundennummer (XXXXXXXXXX) was correct). But looks like today I still has a debt of 59,97 €. So my question what went wrong? Why the debt still exists? To transfer money I’ve used the same template as usually for paying, so any mistake is impossible. Only maybe there is a problem that instead of 59,97 € I’ve transferred 60 €, if this affects?   Best wishes, Sergei Edit o2_Lars: This is a public forum, please never post any personal information. Also transfered this thread to our english community

Dear  O2 Experts,this morning I went to the O2 store to gain assistance in assuring that my contract is not renewed . I think I organised this when I entered into the contract, however the store clerk said it may not be. I would like to get up to date advice on how to assure the contract is not renewed.Additionally I would like to know how to cancel my monthly ADSL contract. It seems that for every contract that O2 have, you must have a separate email address for which to lodge related questions. I would like to have all questions answered simply and without inconvenience of creating an email address especially for ADSL 02 community support. Please help.Kind regards,Rocco 

Hello O2, when I purchased my prepaid contract at the o2 Shop I was given a value which I would have to pay each month. I see that this month, my bill is 30euros more expensive than that value. I have checked the bill and see that my student discount was removed. I don't understand why this has happened if I am a student until March 2021. I have my student ID with validation for this new semester. I will not be paying this additional value as I uploaded my student proof when I was told to do so. I would like to be contacted by someone who can help me with this correction as I don't speak german. Thanks a lot in advance.

I am a customer of O2 DSL having telephone number xxxx. I would like to cancel my O2 DSL contract as I will leave Germany on 15.12.2019. I have already send a letter (with copies of the following documents: a deregistration certificate of my present place of residence in Germany, and a confirmation of my employer) to O2 for the cancellation of my contract on 03.12.2019. I have send via both FAX (01805880088) and Post (Telefónica Germany GmbH & Co. OHG Kundenbetreuung 90345 Nürnberg). I have also send the router using the return order. But till now I have not received any confirmation from O2. Can someone tell me the number of days required to get confirmation for the DSL contract termination from O2?   Rufnummer entfernt / o2_Dennis

I have a question regarding my O2 contract. I have been told, at the moment I signed up, i could disentangle a DLS/Phone contract, once I need to transfer the DSL contract to my former roommate. How can I do this transfer, once it isn't automatic on the meine O2 page nor I could do that at a O2 store. Otherwise, it is possible to pause the contract for a certain amount of time?    thank you   Lorena

Dear o2. my name is Evans Manu. I went through an ordeal yesterday when trying to install the DSL box in my apartment. Over four hours with no success. I followed the DSL help but still the box could not be activated. I really do not know what to do again. i got stack at the point where i was told that”unfortunately i could not activate your DSL automatically so follow the following steps to activate it yourself. i followed and got to a point shown in the picture bellow. It stated that i should wait until all the processes turn green. In about three hours f waiting it kept on connecting and disconnecting in the first process. what should i do    

Hello... i have one big problem. I have ordered online one Handy with Tarif and i got immediately one email of confirmation with order number and for that Handy i have 49€ Anzahlung paid with Paypal. Yesterday i got a package in a meter of fact i got two! So i got two same packages with same Handys and Simcards! Then i have made my O2 app and there i have seen that i have"ordered" both Handys. That is not possible. I want to return these second Handy and Simcard so i need someone to tell me address where i can do that. Thank for your help…   Edit by o2_Tatjana: moved thread to an other category

I just avail an iphone 11 pro max via o2 website. And I only ordered 1 unit. How come when I received the 1st email, they sent me an order of 2 units? Is it possible to change that? It should be 1 unit only. Thanks

안녕하세요, 현재 o2 DSL S 요금 체계가 있으며 M 또는 L 요금 체계로 업그레이드하고 싶습니다. 그러나 우리의 계약은 2019 년 말까지 계속 진행됩니다. 계약이 어떻게 작동하는지 설명해 줄 수 있습니까?

I had an appointment with your technician to come and check my internet but no one came!!!   I'm really tired of O2   Edit by o2_Tatjana: moved thread to an other category

Hello. On the 19th September I lost my DLS connection. Have been calling the customer support line, even chatting with the O2 Guru. Finally I was sent a technician to my place, 2 days ago, on the 24th September. The technician never showed up. I called a couple of times again to customer support, they said they need to wait for the technician's answer! What is this? Why can't you send another techinican to my place? I asked a day off from work to be at home and nobody came. Not a reply or feedback, why does the customer should have to suffer for this? If the techincian doesn't say anything back then you send another one. If I don't pay for my internet service on time what happens? I guess you cut if off no? So, if I pay it on time you should respect me as a good customer! I have been your customer since 2016 and now how long will I have to be without internet because the way you work is not efficient? Is it fair that I have to pay for that? Please help with this issue, I need internet

Hallo,   I have not been able to connect to my wifi for 2 days now. The WLAN and DSL lights are always flashing (most of the time DSL light is off). How can this be fixed? I have restarted the router many times. Can someone please help me fix this? Best, Mary

Hello,  I have been informed that I had to receive a technician today between 8.00-12.00. However the technician did not appear while I paid for this service 50 Euro! The DSL connection does not work while I also start to pay for it!! Call service only in German and only work during the day while I work.I also do not know where to find the DSL number. Thanks. 

Hello,   My O2 connection was recently activated and I am trying to set up my router (Homebox 6441). The problem is I can’t go further from the first menu of the Einrichtungsassistent because I’m receiving this error, “Netz wurde nicht erkannt” (see attached image). I tried to call to the support and a ticket was generated, but it has been closed without giving a solution to the problem. What should I do?   Edit by o2_Tatjana: moved thread to an other category

Hello,I registered for the new contract, It was after 5 days from the Activation day that could only I access to the internet because of the faulty in O2 DSL connection.Summary of my case:23.10.2019. I registered for O2 Internet package via Check24, with the additional option of renting a router.29.10.2019. I received contract documents from o2 via email, stating that the appointment for connection is on 14.11.2019, with the help of a Technician. I need to be at home that day, or else there would be a penalty of 49.99 euro. The router would be sent some days prior to the appointment 14.11.2019.14.11.2019. There had been no router sent, I waited for the Technician but no one came. Later on I received the email from o2 saying that the Connection had been activated, I could start to use. But the thing is: I had no router to use, I need the router that was why I choose to rent it. I came to O2 service store in Friedrichplatz, Kassel to a

Dear All, the technician came to my place  this weekend and since the internet is not already not working well (very slow and I get disconnected very often) and the customer service is difficult for me to deal with I would like to terminate my contract. It is a 24 months contract, could you please enlight me about the procedure to follow and the costs? In alternative, how could you help me with this poor poor quality connection?   Nice regards   Edit by o2_Tatjana: moved thread to an other category

Hi,I can not activate the Data Spot Pack Bonus (25 GB) for o2 customers and can not see it. I am an o2 customer with a 24 month mobile contract. The call center repeatedly forwards me to various help support lines. Does anyone know how I can activate bonus gigabytes?On this page it clearly says https://www.o2online.de/advantages/fuer-kunden/dsl-festnetz/o2-homespot/ that there is an additional bonus of 25 GB for O2 customers, but it is unclear how to activate it. Sorry, I use the translation service because I do not speak German yet.