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Hey, thank you for the reply.

However, after trying all night, I could not find these options for my profile. Please check the attached screenshots.

Perhaps someone from the support team needs to enable these options for my profile.

Logout from the forum or open a browser window in private mode!

Use this link https://www.o2online.de/edsl/move/address

Than login in Mein O2 with your phone number (DSL contract)! Not with your forum account name!

Hello @raydiation ,

were you able to order the move now with the help of schluej or can we support you further here? If a technician needs to come out is something that we can’t say before the actual process has started as this is ultimately decided by the lineowner and not us. You will then also be told on what day and during which timeslot the technician will come, during that time you should then ensure that the technician will have access to the apartment as well as junction box for the DSL connections of the house.

Kind regards, Sven

Ok, thanks @o2_Sven for the information. In that case, I need to first talk to the landlord to know when I can access the apartment. However, I would prefer if there is a provision to provide the name and number of Hausmeister as a contact person for arranging the technician appointment if it is required. Or at least if I could provide the preferred timings for the appointment, that would be great.

Unfortunately, I could not find the Kundenkennzahl (PKK) anywhere on the contract letter I had received and nor could I remember it. How can I request for that letter? Please advise...

Hello @raydiation,

you have chosen the 4 digit Kundenkennzahl yourself when you ordered the DSL-connection, maybe you can remember it or you have written it down. Otherwise our customer support can have it sent to you by letter.

If you would like to clarify further details about moving your DSL connection, you can also contact our English-speaking support:  089 66 66 30 08 1, Mon. - Fri. 8 am - 8 pm, Sat. 10 am - 6 pm.

Best regards

Giulia

Thanks @o2_Giulia for your assistance.

Please request the customer support to send the PKK to my registered address.

Hello @raydiation,

I don't have any customer data from you, if you don't want to do this by phone, I'll be happy to contact you via private message for your customer code. Please let me know if you're ok with this.

Of course, our telephone customer service is quicker. There you can also order your DSL move to the new apartment immediately and clarify any questions.

Best regards

Giulia

Hello @o2_Giulia, 

Please feel free to send me a message regarding this. Thanks!

Hello @raydiation,

I have sent a private message to you, you will find it in your personal inbox.

Best regards

Giulia

Hello @raydiation,

as I haven’t heard from you so far, have you solved your question already?

Best regards

Giulia

​Hey @o2_Giulia,

There was no option to reply to that email. Hence I requested customer care to send me the PKK.

However, I was informed that I would have to pay € 49.99 if I keep the current monthly cancelable contract, and it is free if I switch to a 24-month contract.

If I switch to a 24-month contract, then I request for a discounted subscription rate. Otherwise, I don’t think the current contract is that economical for me.

​Thanks

Hi @raydiation 

Sorry for the late reply. Were you able to discuss your concerns with our colleagues on the customer service hotline or do you still need support?

If so, we will be happy to help you. Kind regards Matze 

Thanks for the reply.

I did book the move but would like to schedule it sooner if possible. Please let me know if you could find a time slot sooner than 6th March between 12:00-16:00.

@raydiation Thank you for your update regarding your concern, but I'm deeply sorry, the activation dates are given to us by the local provider through which we rent the line for you, so a change is unfortunately not possible. You can only request a later date, not an earlier one.

I'm sorry that I can't tell you anything else. Kind Regards Matze 

So an interesting thing happened. After booking (or what I thought I had done) the shifting, I started getting calls from O2 service team.

As I had missed those calls, I decided to contact the hotline again and was told that the technician appointment was still not booked and the person will now come one day later instead.

Then also the calls did not stop and I thought they were regarding feedback. Hence, I did not bother to enquire further even after missing them. This was till I received an email that they needed APL information to process my order.

So now I am told that the technician will come after one more week. This effectively means two weeks without an internet connection for me. Fun fact, your customer representatives still have the galls to expect me to sign into a mobile contract after showing such remarkable efficiency.

I am not sure why the appointment is not possible this time without APL information when it was possible three years ago. In fact, that is the reason I chose O2 since the Hausmeister refused to help me with this issue.

Nevertheless, thank you very much for all of this. I guess it would have been better booking the contract with the actual provider. That way, more technician appointments would have been available.

Hey @raydiation,

I'm sorry that there were such discrepancies in the aftermath. Did everything work out now? Can you use the connection?

Greetings,
Flo