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Hello O2 community,

I am having a trouble with Fritz! Box 6660 which supposed to be activated today (May 11). I went to several O2 shops to ask for help, only to get an English hotline. I called the hotline, but the operator cannot diagnose why the connection was not established. Since I moved to Germany recently and cannot speak German at all, I cannot ask a technician to come (The booking can be made in German only). I would appreciate it if anyone can advice on how to solve the problem or how to ask a technician to come as soon as possible.

Detail
Fritz! Box 6660 (router sent by O2)
Activation date: May 11
Status: Used “O2 my service” app to set up the router. However, “power” light keep blinking. “WLAN” light stays lit. Followed the instruction of the app, rebooted the router many times. No change.
The Fritz! Box website says the internet is not connected (as shown in the picture below).

 

One concern is that I plugged the cable into the middle of the sockets (picture below). In the instruction, the middle socket should be in the upper middle, but the sockets at my house look like a reversed triangle. In this case, can I still use the middle one? If not, please kindly advise how I can fix it.

 

I am a little shocked that no one from O2 staff has replied to my post for days..😇

While I am waiting for the cancellation confirmation, I have just received the invoice for the last month even though the internet did not work.

Could you advise me by when I can receive the cancellation confirmation?

Also, please tell me the process of the refund.

 

Activation date: May 11
First technician came: May 22
Second technician came: June 5
Cancellation form submitted: June 8

Hello @MayuTa ,

you should have gotten a confirmation that the cancellation request was received after you sent it in, after that it can take a while until the cancellation is processed. When a decision has been reached, you will be informed about that from the department in charge.

 

Kind regards, Sven

Thank you @o2_Sven for your reply.

It is almost 2 weeks since I submitted the cancellation request. I do hope I can receive the decision as soon as possible.

I’m sure you’ll be hearing from them soon. If there is anything else, then feel free to contact us again @MayuTa .

Kind regards, Sven

Hello O2 Support team,

I received a letter from O2 yesterday as attached. It says “Regarding the request on 15 Feb, 2022”. However, I did not have any contract with O2 in 2022. I have no idea what it is about. Did O2 mistake me for someone? Is my information registered mistakenly? In either case, it made me concerned about data security of O2. Please kindly explain what this letter means.

It has been four weeks since I submitted my cancellation form, but have not received the confirmation yet. Could you kindly give me when O2 confirm the cancellation?

Activation date: May 11
First technician came: May 22
Second technician came: June 5
Cancellation form submitted: June 8
No confirmation yet.

Hello @MayuTa ,

why they are mentioning the 15th of Feburary 2022 I can’t answer you either, that frankly makes no sense.
A response to your cancellation request was send out on the 30th of June. That should have reached you by now.

 

Kind regards, Sven

I haven’t received any ‘responses’ at all about my cancellation as of July 6.

The only thing I have received is this letter which makes “no sense”. Then this letter which makes no sense must be your response. Even if this is your response, I have evidence that your technicians failed to connect the Internet. I believe you have read this whole thread and understand what had happened. There is no room for discussion.

I would like you to give me your correct response (confirmation) by email (not this letter regarding the request on 15 Feb, 2022). Again, it has been four weeks since I submitted the request and cannot wait for your re-sending the confirmation by post.

I will ask for your immediate response regarding this matter.

As I hadn't got any responses from O2 support team, today I called the English hotline and they told us that I cannot terminate the contract until May 2025. They said that letter was sent to my address by post on June 30, which I haven't received until now.

I want you to resend the letter by email as soon as possible.

Now, I am considering taking a legal action about this case.

Anyway, please send the letter immediately.

Hello @MayuTa ,

I’ve asked for the document to be sent out again. Hopefully it reaches you this time.

 

Best regards, Sven

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