For a location change you have to pay up to 50€ fee.

• Login to Mein O2 with your phone number.
• Klick on Tarif & Optionen
• Klick on Vertrag verwalten
• Klick on Umzug „Weiter“.

Hello, I don’t seem to have the same interface which you posted. I have something like this. Can you guide me accordingly. 

Hello @AjayLamba31 ,

have you been able to order the move with the helpful screenshots that schluej has provided here? We also have a FAQ concerning the topic that might give you some general information that is helpful with moving your contract to a new address:

If you have any questions or need further support, please let us know.

Kind regards, Sven

Hi Sven, no. No matter how many times I try, I keep getting the error message. It doesn’t allow me to book a date and ferrig the process. 

Hello @AjayLamba31 ,

do you have multiple contracts with us and are you maybe logged in with a mobile contract and not your DSL one? Have you registered the DSL contract for mein o2?
If everything else fails you can also contact the hotline or chat to book the move of your connection instead of ordering it yourself through mein o2.

Kind regards, Sven

I don’t know why is this so difficult? I simply want to order an address change for a connection!! The app is not allowing to go further. The hotline is an AI generated automated response system which is speaking in German. And needs some 4 didnot code which I don’t have or don’t remember. And the store guy here is super unfriendly! Sometimes I feel I don’t know why the hell in the first place I moved to Germany. Really frustrating with every simple thing here. Sorry for the rant. But Please suggest if there is an easier way? Like a simple call back option or whatever! 

Hello @AjayLamba31 ,

the 4-digit code that you were asked for, the “persönliche Kundenkennzahl” is a number that you chose yourself when you started your contract. You can also find this in your mein o2.
I just checked and from what I can see a move order was created for your contract and you should have also already gotten some information for this.

Kind regards, Sven

Thanks Sven. I went to 3 O2 stores and explained my issue today. At one of the store, the lady was very patient and explained to me that another way to order for an address change was directly by the website. Sometimes the app does not work and she did this for me. 

Hello @AjayLamba31 ,

that’s good to hear, I’m happy that you found someone that was able to go through the process with you. Have you received the documents concerning the move already and are there any questions that are still unanswered for you?

Kind regards, Sven

I received an email which says: eingangbestätigng with the details of the move and date on which the move will happen to the new address . The appointment time for a technician if necessary is also shown in the email. Is this sufficient generally or should I have revived some other documentation? 

Hello @AjayLamba31 ,

no that is exactly what you should have gotten. It looks like everything with your move is in order. Now you just need to do the actual move and then be there when the technician comes to activate the internet at your new address.

Kind regards, Sven

Thanks Sven!

You’re welcome @AjayLamba31 . If you have any further questions let us know, else I’d be happy to hear from you again after your move has worked out and you are online again at your new address.

Kind regards, Sven

Hi Sven, today I received a call from your customer care agent about the umzug. I could not completely understand what she needs? I spoke in broken German and understood that she needs us to confirm the time and date of the moving to the new flat? I asked her to kindly clarify and she was really pissed off and kept on doing the puffff puffff.. sounds to express her frustration. I was in a meeting and asked her if she could call back after sometime. Answer: NEIN loudly! ‍♂️.
 

my request: Can you pl check and clarify what is needed from our side? I’m so sorry that we customers who pay money for the service  trouble your telephone customer care so much with our questions (pun)  but really, your customer support here in the community has always been fast and excellent. Looking forward to your reply. 

Hello @AjayLamba31 ,

it was just a normal preactivation call, to check if the time and date that has been given for the technician is still okay or if it has to be moved. So nothing to worry about and the move is still planned for the 21st.

Kind regards, Sven

The time has not been fixed before. So I told her in the call please do it later in the afternoon. Our ideal time would be after 4pm on 21st. Can that be considered? 

Hello @AjayLamba31 ,

the avaiable timeslots for technicians are between 8am and 12 am and from 12am til 4pm. Alternatives to these two windows aren’t avaiable. Should the appointment be moved away from the 21st then?

Kind regards, Sven

Do you mean 12pm? 

@AjayLamba31 , yes I meant from 8 in the morning til noon and from there the next window goes until 4 in the afternoon.

Kind regards, Sven

Ok. 12pm to 4pm should be fine. Please fix this time slot. 

Hey @AjayLamba31 ,
thanks for your message.
Unfortunately it is not possible to adjust later changes.
Alternatively you could make a new appointment via our English Hotline and
add the time slot. 12pm to 4 pm.
“If you prefer to speak with the customer service please call 089 6666 300 81 and our colleagues will gladly assist you.”
Kind regards, Matea
 

Ok. Can you tell me atleast currently what is the time slot in which the technician time slot is fixed? 

Hey @AjayLamba31 ,
thanks for your message.
I checked again through two different systems and unfortunately, the time slot seems not entirely clear.
One says from 8 am to noon and the other from 12pm  to 4 pm. I’m so sorry.
Would you prefer to make a new appointment via Phone?