Hello @user_l,

unfortunately, troubleshooting is not possible through us here in the community. Please contact our telephone customer service directly for this. If your ticket has already been closed and the error still exists, you can have a new ticket opened.

You will receive written feedback from our employees regarding your cancellation. If necessary, you can send your router back free of charge after confirming your cancellation via our returns portal.

Please let us know if you have any further questions.

Best regards

Giulia

Hi @o2_Giulia 

The technicians from O2 & Telecom already came and checked the connection but its not working yet.

Thus I have decided to cancel the contract and already raised a request. but there is no feedback from O2 regarding the cancellation request even after 1 month.

I have been calling to the cancellation team & also the technical team for the past 1 month and getting false information many times. In each call, they said that the cancellation will be processed within 48hrs and 1week and before Oct21 the latest. Here is the ticket number SALXXXXXX & cancellation ticket number XXXXXXXX.

Could you get me an update on this? every time when I try to enquire about the status via customer care, it takes nearly 30 - 60mins of speaking and I haven’t got any solution so far.

Edit o2_Sven 13.11.2023/12:03: Removed personal information

Hello @user_l ,

I hope everything has worked out with your DSL connection. Did you receive any answer concerning your cancellation by now or has the technical department fixed the issue that you’ve had with your internet?

Kind regards, Sven

Hi @o2_Sven 

The connection is still not working.

I would like to cancel it anyways, but not getting the proper updates from customer support so far.

Not sure, why the cancellation ticket is not yet processed for more than 40 days.

Hello @user_l,

First and foremost, of course, attempts are made to solve the technical problem. If there has been no success here yet, there may still be questions about the problem.

Our technical support staff, who you can also reach via our English hotline, can clarify this.

Best regards

Giulia

Hi @o2_Giulia 

The issue has been checked by the technicians (twice) directly already a month ago.

As I am working from home, I can’t use this internet which disconnects every 15minutes or so.

Thus the best decision for me would be to cancel this at the earliest (already after 40 days).

Could you please check the ticket status(ticket id: XXXXXX) and proceed with the cancellation?

o2_Giulia, 25.11.2023, 15:11: personal data deleted

Hello @user_l,

sorry for the late reply.

In the meantime, another appointment with a technician has been made for you. I really hope that he can finally repair the error. Please let me know whether the connection is running again after the appointment.

If that is not the case, I will contact our responsible department about the termination again.

Best regards

Giulia

Hi @o2_Giulia 

any updates regarding my cancellation request?
I spoke to the cancellation team couple of weeks ago and they again sent a technician to check the line.

The problem is between the main line and my apartment as the technician mentioned (which is the same information I got months ago). 
The last technical ticket number is XXXXXX.

Can you update what will be the next steps from O2?

o2_Giulia, 04.12.2023, 17:15: personal data deleted (ticket no.)

Hello @user_l,

Your extraordinary termination is still being processed by the responsible department. It still needs to be clarified whether the disruption is our area of responsibility.

The technician reported back to us that the DSL line in the house was in very poor condition and needed to be repaired/renewed. This is not possible as part of the troubleshooting by the technician, but is the responsibility of the owner of the house. Is he already informed about the existing problems? I suspect that your cancellation will not be accepted because we are not responsible for the disruptions.

I will let you know if there's any new information about your cancellation.

Best regards

Giulia

Hello @user_l,

your cancellation has now been appoved, the contract will be terminated by December 19th, 2023. A confimation by letter.is already on its way to you.

Please note that the router has to be returned to us after the end of contract. You can print out a return label or download a mobile parcel stamp as a QR code in our return portal. Return shipping is done with DHL and is free of charge.

Please let me know if you have any further questions, we will be happy to help you.

Best regards

Giulia

Hi @o2_Giulia 

Thank you.

Can you let me know how/where should I apply for the reimbursement of the previous invoices (for the months that the internet was not working).

Hello @user_l 

I apologise for the late answer.

You can apply for a reimbursement via this form for reimbursement

Regards

Gerrit

Hello @user_l 

Could you already apply for a reimbursement and if so, did you already receive an answer?

Regards,

Gerrit

Hi @o2_Gerrit 

I already applied for the reimbursement but didn’t get any response and nor any ticket number.

Is there any way to check if my reimbursement request is being processed?

Hello @user_l 

The colleagues from our department responsible for reimbursements will get back to you by letter.

Regards,

Gerrit

Thank you @o2_Gerrit 

Looking forward to.

@user_l 

If there are further questions feel free to write us here again 

Regards,

Gerrit