Internet down since 01.02.2026 – chaotic support, app not working, job at risk

Since Sunday, 01.02.2026, I have had NO internet service because O2 unjustifiably deactivated my router, claiming that I must return it.

This was clearly clarified on 03.02.2026: the router was purchased from O2, not rented. You can verify the payment from 22.09.2026 for 122.38 EUR.
I will therefore NOT return my own router.

I had a contract from 2023–2025 with Router A (my current router). When I started a new contract in July 2025, I paid 122.38 EUR to O2 to keep Router A and returned the new router (Router B), which gave me a –5 EUR monthly discount. Everything was working fine until 01.02.2026, when my router was suddenly deactivated. and received on the 04.02.2026 an e-mail from O2 saying that i need to return the router.

Due to O2’s mistake, my internet connection was cut off without any valid reason. I work from home, and this issue directly prevented me from doing my job.

To be absolutely clear:
I am demanding compensation not only for the contract / monthly fee, but also for the actual working days lost. I lost 4–5 full working days because O2 disabled my connection, and this loss must be compensated separately. This goes beyond a simple refund of the monthly charge.

NB: INTERNET STILL NOT WORKING UNTIL NOW (05-02-2026 - 02:41 PM) 

edit o2_Solveig 05.02.2026, 16:55 uhr verschoben von o2 Home → o2 English Community , 05.02.2026, 16:59 Double post merged 

Why have you opened another new thread?:

This is a forum. You can’t demand anything here. If you want to complain or request a refund you will need to send your request (without the bold type inserted everywhere at random by ChatGPT) to o2 via the contact form.

o2 does not sell routers, they only rent them out for the duration of your conract, so you cannot have purchased it from them. Could it be that o2 requested retun of the router and you decided to pay the compensation they charged you rather than returning it? This doesn’t make it your router, but the amount you have paid obviously shouldn’t be charged again.

What did o2 tell you the reason was for the deactivation? This does not just happen without a reason.

As you already know, your employer is responsible for enabling you to work from home if that is what they want you to do.

05.02.2026, 16:59 Double post merged 

That was with the NOT LINKED ACCOUNT, this is the linked account to my contract ! 

You asked for a linked account to help, then here it is ! ​@bs0 

I have nothing to do, just waiting for the internet so I can work.

05.02.2026, 16:59 Double post merged 

​@bs0 ! 
If I paid 122,38 euros, of course it is mine now ! I have records activated so you can search and check that customer service said that it is now yours. And just ignore the e-mail that was sent, and your internet shall be back within 24-48 hours and we are still waiting ! 

05.02.2026, 16:59 Double post merged 

The question is: Why was the connection deactivated in the first place?

I hope you also have proof of the permission to record the calls, as otherwise that would have been illegal.

If I paid 122,38 euros, of course it is mine now 

Not necessarily (if it was compensation for not returning it), but that is a separate issue. The compensation should have led to the router being marked as lost on the system, so you should not now have to return it. It is in any case a standard text in emails when contracts are terminated.

The linked account will enable a moderator to look at your contract and tell you what is happening.

05.02.2026, 16:59 Double post merged 

I mean I pressed 1 to the conversation so it is recorded. (when you call customer service there is an option to record the call on their side).

Okay ​@bs0 now I understand ! Let’s wait for the moderator and see if it is mine or not ! OMG i have to wait then until next week to get a new router !! 

05.02.2026, 16:59 Double post merged 

​@bs0 This is what I received yesterday, The question is : 

- Was this generated automatically by the system (that is what customer supports say and i just ignore it)
or

- Was this the main reason why I don’t have internet, and my router was deactivated.
 

05.02.2026, 16:59 Double post merged 

an UPDATE ​@bs0 

My internet is FINALLY BACK.

So I guess the router is mine. 

05.02.2026, 16:59 Double post merged 

another UPDATE ​ just for anyone reading this later ! 
What I did is not possible by O2 like ​@bs0 said paying those fees does not mean I own the router. Just contacted the O2 support now and they said that I need to return it back and I will get a new one + I will get a new router from them. 

Thank you for your help ​@bs0 

05.02.2026, 16:59 Double post merged 

Hello ​@ZaT_brown ,
I'm glad you have internet again. 
It's good that the process has now been clarified. 
Kind regards, 
Solveig