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Hello, 

My partner and I left Germany at the beginning of February 2024 and moved to Vietnam for work. Since we had a contract with O2, we searched and sent all the documents proving that we were leaving the country (de-registration form, contract with the new company, etc) difitally and via post. We also sent the router back to the same address within a couple of days difference. A few days after we got a notification back from O2 that they had received the router. My partner had also a phone contract and this one they cancelled it, but no news from the internet contract. A couple of months after, we were still being charged the normal amount with no notification of cancellation contract so we tried to contact O2, but it’s pretty hard due to the lack of communication channels they provide. We got on the phone with someone a couple of times but always said that they hadn’t received anything. We sent again in July all the original documents, this time with the method where they need to sign once they have received it and we did then get the notification that they have received but still wanted to charge us the previous amount. The expectation was that they would cancel the contract and the debts but got nothing. Now, a few months after, we have been approached by a debt collector to pay even a higher amount that we don’t understand the reason for. We had done everything right and we don’t understand why O2 is so inneficient that they can’t see in their system all the documents and process and just cancel this whole thing. Can someone please provide some information? We don’t think it’s our responsability to pay for this. 

Thanks

 

edit o2_Solveig 10.11.2024, 08:29 Uhr verschoben von o2 Home → English o2 Community Broadband & Landline 

Moin Moin,

you could use the https://info.o2online.de/kuendigung/ to cancel.

Choose: 

  • DSL
  • Außerordentlich 
  • Kündigungsgrund = Umzug ins Ausland
  • Bitte erläutern Sie bei Auswahl „Sonstiger Grund“, weshalb Sie eine außerordentliche Kündigung wünschen = Umzug ins Ausland und Aufgabe der Wohnung in Deutschland.
  • Dokumente zum Hochladen wählen And upload the docs

We actually did online and via mail (same day), and apparently O2 ignored both… thank you for the suggestion, but having done both to try to ‘cover all bases’, its even more frustrating

Edit:o2_Lea/12.11.24/full quote deleted

You have read this 

 

Hello ​@bettertogether, welcome at our community.

I was happy to look at it for you. We received your notice of termination from February. However, a few details were still missing and this was communicated to you by post.

Since the claims have already been submitted, the dept collector will take care of everything. I’m very sorry that we can’t do more for you.

Kind regards, Ines.

 

Hello Ines,

It looks like o2 have also now closed my account completely, so I’ve had to register as a forum user?! So, we checked our post at the previously registered address (also with our landlord and new tenant) as well as our correspondance address - we received absolutely nothing at either address. You had our email address as well as our phone number - its an o2 account so a short phone call would have been incredibly quick and efficient as opposed to sending a letter that we didn’t receive.

I’m sorry, but “Since the claims have already been submitted, the dept collector will take care of everything. I’m very sorry that we can’t do more for you” - I can’t accept this as ‘resolved’. We followed all of the instructions, returned our wifi router which was accepted from you without any issues, so its a bit curious that you only had problems with our contract. As we literally couldn’t use the wifi as we had already returned the router, o2 have lost nothing from this, yet we are being punished for doing nothing wrong. 

Look forward to hearing from you, and hopefully you’re able to find a suitable solution. 

Best regards

Edit o2_Kathi 20.12.24 Full quote removed

Hello

Ines has written everything about it. Since you have moved, you are unfortunately responsible for proving everything so that the contract can be terminated prematurely. A router return is definitely not sufficient for this.

Unfortunately, you have to clarify this with the collection agency.

Hello, as I’ve mentioned in my comments, we did not just return the router...we sent multiple letters to the exact same address and received no communication from o2. 

Look forward to hearing back from Ines though

Edit o2_Kathi 20.12.24 Full quote removed

Hello Ines,

We still haven’t heard back from you and this matter hasn’t been resolved. We’ve contacted the German Federal Police now. As outlined previously, we have followed all instructions, at no point have we received any correspondance from you during the process, and when phoning during the process to check on the status no-one informed us that more information was required.

We hope to hear from you soon with a suitable solution, this is really disappointing.

Best,

Ben

Hi ​@bettertogether, I would like to tell you something else, but the claims have been handed over to the debt collector and we cannot give you any further information about them at this point.

I'm very sorry about this.

Kind regards, Ines.

We’ve contacted the German Federal Police now. 

The Federal Police is responsible for border control, law enforcement across airports and railways, and the protection of federal institutions.

 

Thanks blablup, you're right. That's not the right person to contact in this matter 🤔

Kind regards, Kathi

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