O2 Cable Internet not working after activation date

Moin Moin,

morning,

thanks for your answer, I did that already multiple times. This is what I see, last time I called (Monday) they said the router was active and internet service would be available in the next hours. 

Call tomorrow:

O2 Service in English 

Our English-speaking postpaid and landline support for you. We are happy to assist you.

089 66 66 30 08 1

Mon. - Fri. 8 am - 8 pm, Sat. 10 am - 6 pm, on workdays
 

The Problem Coups be the mix up with your own FRITZ!Box and the O2 FRITZ!Box.

the could Tell you the CM MAC that is to use.

You could try you own router, in the meanwhile. Activation needs about 4 hours.

Hello ​@AleBer182,

Welcome to our o2 Community. 😊

It's not great that you faced challenges with your internet at the beginning.

It's great that Schluej has already tried to support you. Thanks!

However, you have already found a solution yourself, which is great. If you have any further questions, please contact us again. 

I wish you lots of fun with your internet.💙

Kind regards, Lea

My internet service stopped working for no reason on 29.12.2024 around 7PM and I’m not able to access internet since then. The POWER/CABLE led was flashing for many hours, the next day it became static again but internet service is not working.

I logged in the router UI and it says “Internet service connected using a DS Lite tunnel”.

I did a factory reset, but that didn’t work. Can you help me to get my internet back?

o2_Giulia, 01.01.2025, 10:48: moved to existing post

Moin,

call the service hotline:

O2 Service in English 

Our English-speaking postpaid and landline support for you. We are happy to assist you.

089 66 66 30 08 1

Mon. - Fri. 8 am - 8 pm, Sat. 10 am - 6 pm, on workdays

o2_Giulia, 01.01.2025, 10:48: moved to existing post

Hello ​@AleBer182,

I'm sorry that there's been an outage. I've asked our technical department about it, it seems to be a major problem that affects several connections in your area.

Vodafone has already been informed and is working on resolving the problem. I'm confident that it will be resolved quickly.

Please let us know if you have any further questions.

Best regards

Giulia

my internet activation date at the new address (after a change from original address) is 03.09.2025 and was scheduled between 8 am and 12 pm but i still have no internet connection. also i cannot reach the O2 homepage!

Hello ​@LPatel.

Since you have already created your own post on the topic, it will continue there. This will keep everything clear and organized here 😊

Kind regards

Kathi

Hi,

I had been using O2 cable internet from May 2023 to May 2025. In May 2025, i opted for extending the contract with a new plan i.e from 250 GB speed to 500 GB with combi benefits by migrating to Postpaid plan for my mobile. Instead of extending the contract, the customer hotline service team have created a new contract (as the Rufnummer is different from my old one).  I contacted again the customer service team about this and they told to terminate the contract using online formular. I did the same. The thing is, the plan which i opted for has not been changed and in my login, it showed two more activations with differnet Telefonenumbers. I have submitted three contract terminations so far online for those new telefonnumbers. Internet was ON so far from my old connection till 7th September 2025. On 8th September the O2 team have disconnected my old internet. When i called the hotline team they told the O2 team have mistakenly deactivated. They told me that my new activation date is on 17th September 2025. Internet was not activated on 17th September 2025. Called the O2 team again, they told me it would be activated by midnight. It did not happen, called the O2 team next morning, they told me that they would arrange a technician to visit you on 19th Sep 225 between 8 to 12. But instead i got a call from the technician, saying that i cant come, i have too many appointments and asked me to contact the O2 team for an appointment another day. I called the O2 team and booked an appointment for Monday 22nd Septemebr 2025 between 10 to 1PM. Technician came and checked the connection and he told there is a strong signal but however the O2 team have not activated my Fritzbox. He could not see my Fritzbox data in his device. Hence he left advising me to contact the O2 team for activating my FRitzbox (its my own device Fritzbox 6660). Its been in use since 2023 by the way. I cotacted the O2 team again on the very second and they told me that they would fix the problem by raising a ticket to the technical team and the problem will be resolved by the end of day. It did not happen again. I called the O2 team next day, they told me that they have not acted upon the ticket and told me, it would be acted, but it did not happen on 21st Sep. Next day called them again and asked to terminate the contract, the termination team checked everything and told me to wait a day or two to provide the technical team to work on my issue. Unfortunately, as of today, as of now, i dont have internet. The PROBLEM STANDS AT LARGE AND TALL. NO remedy. 

No body knows what the Issue is. In my O2 online, its in stage 3 with status (In Arbeit). I am fed up with this. 

What is the issue.  Ticket number is XXXXXX.

In these past 4 past months, i have been charged for two internets (old internet and new internet). By the way O2 customer service team says it will be resolved once the internet comes through.

I have been in touch with customer service team, technical team, Contract termination team every day. 

Each time new person, i have to repeat saying all these things. Empty promises.

Each day i had to spend atleast an hour or more talking to them. 

My husband works from Home using Hotspot (prepaid O2 customer). Activating DAta plans seperately and could not work fast.

I work form office (The data provided is only of use when i am home).

Can somebody help?

Regards,

Poornima

o2_Giulia, 15.10.2025, 19:57: personal data removed

Hello ​@Poornimak ,
welcome to our o2 Community. 😀
I'm sorry that you've been dealing with this issue for so long. 
So you wanted to extend your cable contract. 
Instead, a new contract was registered. 
You then cancelled the old cable contract because you don't need two contracts. 
The new cable contract is not working yet. 
Is everything OK with the mobile phone contract I see here? 
Have I understood that correctly? 
Kind regards,
Solveig 

Hi ​@o2_Solveig,

Thank you for your response.

I have cancelled the new contract not the old one. O2 have cancelled the new contracts based on my cancellation request using online form(3 contracts actually).

The old contract is still alive. But the internet was deactivated by O2 stating that they can only change the contract plan by deactivating it. This happened on 8th Sep 2025.

All fine with the mobile phone contract.

Regards,

Poornima

Hello ​@Poornimak,

I'm sorry you're having so much trouble with your landline connection, and I sincerely apologize for the inconvenience.

Our staff is still in contact with Vodafone to get the connection working again.

You also requested a switch to another provider. Am I correct in understanding that you now also want to cancel your old contract?

Best regards

Giulia

Hi ​@o2_Giulia,

Thank you for your message.

Since i got no response from O2 and as per suggestion from o2 Kündigung Team, I applied Cable Internet with Vodafone on 30th September 2025 with a switching request of XXXXXX-XXXXXX. 

Yes ofcourse, you are correct that i want to cancel the old contract from O2.

Please arrrange for switching the cable internet to Vodafone and please Refund the money that was taken for these Cable Internet back to my account or should i submit another Special form? If so, Please provide the same.

Regards,

Poornima

o2_Giulia, 09.10.2025, 14:45: personal data removed

Hello ​@Poornimak

Thank you for your feedback.

Do you already have an active connection with your new provider?

I'll check with our responsible department about switching to your new provider and then get back to you.

Of course, I would also be happy to arrange for a credit for the downtime period.

Best regards

Giulia

Hello ​@o2_Giulia,

Thanks for your message.

Yes, the new provider has provided with an active Internet connection.

The new provider must have submitted the switching request to O2. Please Switch to the new provider or else just terminate the old contract.

Also please arrange for the refund.

Thanks in advance.

Regards,

Poornima

Hello ​@Poornimak,

I will keep you updated about the further steps as soon as I have received more information. 

Best regards

Giulia

Hello ​@Poornimak,

Our cancellation team has now informed me that either a new provider change request is required from your new provider. Alternatively, you can cancel the contract directly yourself. You can use our online cancellation form for this. If you still need the same phone number, you will then need to request a subsequent number port from your new provider.

I have credited the connection fees from your last bill, since you have not been able to use the connection since September 8, 2025. You'll receive confirmation of this via email/text message shortly. The credit will be automatically deducted from your next bill.

Due to the delay, I have also discounted the landline connection fees by 100% starting October 3, 2025, so that no further fees will be charged with the next invoice. 

Please let me know if anything is unclear or if you have any further questions.

Best regards

Giulia

Hello ​@o2_Giulia,

As per your recommendation, i have submitted the termination request using online form. Here is the confirmation from O2 to my email. 

Eingangsbestätigung Ihrer Kündigung Guten Tag Poornima, hiermit bestätigen wir Ihnen den Eingang Ihrer Kündigung vom 16.10.2025 um 09:33:54 Uhr. 

Do i have to submit the request to my new service provider about the termination of this number. ( as i have submitted the Mitnahme request at the time of cable internet application ) ?

Would be much thankful for your reply.

Regards,

Poornima

Hello ​@Poornimak,

since your contract with the new provider is already active, a change of provider is no longer possible or necessary.

Your new provider only needs to request the phone number from us after the deactivation of your o2 contract. We will automatically release the phone number on this date.

We will notify you of the exact cancellation date within short. This is usually exactly one month after receipt of your cancellation notice.

Number portability can usually also be requested online or using a form, please check with your new provider for details. Transferring your phone number is free of charge.

Please let me know if you have any further questions. 

Best regards

Giulia

Hello,

I request you to please consider the payments which are detected already for refund. Inhale attached the screenshot of the payments for O2 from May 2025. 

Regards,

Poornima Krishnamoorthy 

Persönliche Daten verborgen // 21.10.2025, 11:17 Uhr, o2_Rebecca

Hello ​@Poornimak,

Our customer service had already credited the fees for the second internet connection. Please let me know what exactly you mean by the bills starting in May.

The charges for the landline contract have already been credited completely by me from September on. Until 08.09.2025 the connection was still working, or did I misunderstand that?

Future invoices for landline connection are already 100% discounted, so there will be no further charges.

Best regards

Giulia

Hallo ,

According to the tariff information available in my account. The tariff applicable for mobile and internet contract is 15 + 42,25 = 57, 25 euros but since instead of changing the existing plan , a new contract was mistakenly created it was charged 88,04 euros on Aug .

I meant to specify here that the additional connection charges of 42,25 is only  been credited back but additional charges which was detected in Aug has not been returned back !

I have attached details for your reference!

In the attached screenshot you can clearly that plans were booked 

o2_Giulia, 23.10.2025, 16:25: persönliche Daten verborgen

Hello ​@Poornimak,

Thank you for the clarification; I had different information before. I'll have it reviewed by the relevant department and get back to you.

Please note that I have removed personal information from your screenshots. They are not allowed to be posted here in the public community for privacy reasons.

Best regards

Giulia