Hi @Andrii_Y ,
welcome tou our community! 
I am very sorry for the not so great start with us, this is of course not the start we wish and imagine with our customers.
When did you try to cancel the contract? A revocation is only possible in the first 14 days after ordering.
If you have regularly reported the restrictions to us and we are unable to unjam your connection, however, a special termination should be possible. You can submit this in writing by mail. Please make sure that the subject of the cancellation is "special cancellation". Alternatively, you can also cancel your contract here.
Before we lose you, of course, we want to try to get your connection working again. Currently, I'm still missing some data from you so that I can take a closer look at the system. Therefore, let's switch to private messages. You will get a message from o2_Support shortly.
Hello @Andrii_Y ,
thank you for your private message.
So far, I only see one reported fault.
The technical colleagues informed you that you cannot use your cable connection with a DSL router.
As a result, you ordered a suitable cable router from us.
The router arrived on 07.01.23. You have connected it but your Internet is still not working?
If this is the case, please report your limitations to our technical support.
With only one fault report, it is difficult to comply with a special termination.
With the cable router everything should work without problems.
What exactly is not working at the moment and how is this noticeable?
Best regards,
Manuela
Hello!
for some reason can not answer in private messages so I will write here
The problem is that with the router that arrived on 07.01.23 I still had no internet, and in support I was told that they made a mistake and delivered wrong router, and also told me to sent this router back and they will send another router, but unfortunately they didn’t.
I am still waiting for your reply and canceling the contract!
It is very cool that you are just ignoring me and again try to take money from me for one more month of having NO internet.
@Andrii_Y Have you ever call again the English speaking Hotline for the missing router?
Not calling again for a router is not a good idea.
I called English and German hotline a few times.
A few months passed and I don’t need this router anymore, I just want to break my contract now. I don’t want to pay for the internet I didn’t have.
Hello @Andrii_Y ,
I am sorry for the late response.
The router FRITZ!Box 6660 Cable which was sent to you on the 07.01. is the correct router for your tariff.
Which router do you have at home right now and try to use?
Hello!
I have already moved to another flat, and currently have no router at all.
I just want to break my contract, that’s all.
Hello @Andrii_Y ,
had you notified us of the move so that your tariff could move with you?
Did you sent the router back to us or where is the router at the moment?
It is important that you report the restrictions you are currently experiencing with your tariff to our technical department so that your connection can be fault-cleared and, if the fault-clearing is unsuccessful, it can be terminated prematurely. Otherwise, unfortunately, only a regular termination is possible, as the contract has a minimum term of 24 months.
I applied for a contract cancellation before I moved to another flat. Firstly, now I have to move from one place to another, and as it takes long time to connect the internet, for me it makes no sense to have your internet. Secondly, I don’t want to use your home internet because you don’t care about your customers, only for money. As I have told before, I phoned to the customer service many times, and also I went to the o2 shops. But nobody helped. And I don’t have your router because you didn’t send it.
And yes, the first router I sent the back to You. And the second router nobody sent me
I applied for a contract cancellation before I moved to another flat. Firstly, now I have to move from one place to another, and as it takes long time to connect the internet, for me it makes no sense to have your internet.
Hello @Andrii_Y . In this case, a special termination is only possible if we are technically unable to provide your contract at your new address.
As I have told before, I phoned to the customer service many times, and also I went to the o2 shops. But nobody helped.
Did you want to order a move or a special termination from our colleagues?
I see here in the system that you wanted to rent a DSL router. Unfortunately, this is not possible with your connection. In addition, the cable router has not yet arrived. It is still listed in your contract in the system and we have not received any returns.
Do you still have a tracking number from the return so we can check?
Unfortunately I don’t have any tracking number, because it was like 3 months ago and I moved from one flat to another 3 times. In any case I just want to cancel my contract, cause I am leaving Germany in a few weeks.
Hello @Andrii_Y ,
the router arrived in the meantime, so everythings okay
If you are going to move abroad soon, it may well be that the special termination will be granted. In this case. please send us a written notice of termination with the subject “ special notice” and attach the following evidence:
- De-registration certificate of German residence (copy) and
- Registration certificate of the foreign place of residence (copy)
or
- Rental contract, employment contract or certificate of enrollment abroad
This F.A.Q is also very helpful:
If you have further questions, just ask. I am happy to help you!
