Moving fiber connection to the new address

Here is the process explained, maybe you can use a translator: https://www.o2online.de/service/internet-umzug/

You need to call for the moving service. The process takes 3-6 weeks. If you have a phone with o2 they can topup 200GB at your phone

You can prepare before you call the hotline:

• Your contract/customer number
• Your current and new address
• The exact location of your apartment (e.g. floor, left/right)
• Your desired activation date
• If possible: the name and landline number of the previous tenant (this can avoid a technician visit)
• The LWL Number

A moving fee of €49.99 may apply unless you extend your contract for another 24 months, in which case the move is free.

I called Hotline and that’s what I have got
 

I have a strong feeling that I am about to get a new 24 months contract or am I wrong?

Hello ​@VolodymyrD ,

Yes, it’s a new 24-month contract. You can either pay the moving fee or sign a 24-month contract.

Hello ​@dSkill ,

Thank you for your answer!

Oh, man, I called Hotline two times today explaining exactly what I need and do not need and still got a new contract. Will call one more time…

May You Can say you want your old contract and pay a moving fee of €49.99

Hello ​@VolodymyrD,

I've checked for you on the current status; our team sent you an offer for a moving service today. This isn't a new contract. The terms and conditions may have changed compared to your old contract and the  contract will be extended by 24 months.

If you do not agree to the two-year extension, please contact customer service again. The relocation will then be charges with a fee (EUR 49.99).

Please let us know if you have any further questions.

Best regards

Giulia

Hello ​@o2_Giulia,

thank you for your answer!

I was on a line with Hotline just a moment ago. I explained explicitly that I do not need an extension and the lady on the line double checked if I want to pay a relocation fee, which I confirmed.

As a result I have received exactly the same offer like on screenshot above, but the lady explained that it just shows my current conditions and it is not going to extend my existing contract any further. Which is not mentioned anywhere, unfortunately.

So, I kindly ask you ​@o2_Giulia to check what you see in the system now and if it is safe to me to accept that offer, if possible.

Thank you!

Hello ​@o2_Giulia,

I kindly ask you to bring any light on the situation as I am, honestly, running out of time and seems to stay without internet for days or weeks in the new apartment, as I have no clear offer from O2 to move my connection.

Thank you!

Well, new day, new challenges. To proceed further with relocation, I must provide Glasfaser-ID, which I do not have, as it is not written on the termination box.

Can we proceed further without GF-ID and a technician does the activation on the planned activation date on his own? Technician visit is planned anyways.

Or do I need to do “Identification/Inventarisation” first? I remember I did it once when technician came to my apartment with the special equipment and printed the sticker with GF-ID on it.

Hello ​@VolodymyrD ,

It appears that a relocation request has been submitted for you. So at least that has been taken care of?

I’m sorry that this is such a hassle 😕 the fiber optic ID is definitely required. Is the sticker with the ID not located at the bottom of the box or on the side? 

Kind regards, Rebecca

Hello ​@o2_Rebecca ,

yes, relocation request has been submitted finally.

Can I send you in PM photos of what is on the box?

Good that at least that's off the table 👌

Unfortunately, you can't send pictures via private messages here ​@VolodymyrD . I believe you, just wanted to make sure. I created a ticket and informed the department that the ID is missing from the box in the new apartment.

Kind regards, Rebecca

Hello ​@o2_Rebecca,

I just kindly ask you to double check in the system that no contract extension is booked, if possible.

Auftragsnummer :  MAQ-39vdBhJJqgrUI1QC1cZ04

Thank you!

So, what I have learned last days:

• Glassfaser-Box in the “new” apartment has been installed 11 years ago and last several years was not used at all.
• As the connection is very old (and not used recently), GF-ID/Home-ID is not available.
• Telekom rejected to “identify” the socket, as they have no running contract (fair enough).
• O2 Activation Team stated in the recorded phone call, that the activation (and actuallly the relocation (Umzug) itself) is not possible, because GF-ID/Home-ID is a mandatory prerequisite for a contract relocation, and they cannot send technician to do that.
• O2 Activation Team stated, that in this case the contract has to be cancelled (Sonderkündigung), because the same level of service is not possible.

Hello ​@VolodymyrD ,

Thank you for the update. I'm glad that you've now received a response and know what to do next, but I'm sure this isn't what you had in mind. I had hoped for a different outcome too. I'm really sorry that your fiber optic connection can't be activated at your new address. 🙁

Have you already initiated the termination (Sonderkündigung), or do you have any questions about this?

Kind regards, Rebecca

Hello ​@o2_Rebecca ,

yes, I have submitted the termination on Friday last week, but have not received any feedback so far, except the confirmation of the reception of the termination.

Hello ​@VolodymyrD ,

Your termination is still being processed, as i can see here in our system. As it’s not a regular termination it might take a little longer. Once my colleagues are done, you will recieve written feedback 🙂

Kind regards, Rebecca