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Hello, Community!

I recently moved, and in my previous apartment, I had a Cablenet connection. As far as I know, I was renting a modem/router, but I’m honestly not certain.

Now, in my new place, there’s only DSL. I called the English customer support line, but the representative told me I’d have to pay €49.99 for the move, plus buy a new router/modem. When I asked if I could cancel my contract because I don’t want to pay €50 just to keep their service and continue paying for it, they said I could send them a letter to request termination since I can’t use the same service here.

Q1: Where can I send an email for this? When I try to use the chat in English, it prompts me to call the English number. I searched for an email address but was surprised to find that O2 doesn’t seem to have one. So, who do I contact to send my request?

Q2: Is this really the only option? Does O2 actually want me to go through a contract termination, only to re-sign for a DSL plan afterward? I pay for my family’s mobile service through O2 and wanted to stay with them, but if they’re making it difficult to keep us as customers…

Thanks in advance!

use the contact form.

https://www.o2online.de/service/kontaktformular/

A move costs EUR 49.99 if you take your contract with you without extending the term. You can't buy routers at o2, you can only rent them.

Hmmm. These above wasn`t mentioned by the rep. I think I must call them again. Thanks!

Edit o2_Kathi 25.10.24 Full quote removed

Hello @andrasb,

could you contact the colleagues in our English hotline again?

There should be the possibility to switch from cable to DSL, where you indeed need a new DSL router which you can rent from us. Only rent is possible, as Bumer wrote, so you then can sent us back your cable router when it is also a rented router from us.

The fee for a move of your connection is indeed 49,99 €, but with an extension of contract by 24 months the move is without any fee.

Best Regards,

Gerrit

Hey Gerrit,

Thanks for your help, but I’ve decided to cancel the contract since O2 can’t provide the same type of connection at my new place.

I also feel a bit scammed. I signed a contract back in August 2023, and when I moved to my new place, I kept the same type of connection and speed. I even set it up myself, just like I did at my first place. But somehow, the contract reset. Now that I’m moving again, O2 wants me to pay for something which is out of my control, or I must start over the contract again...

On top of that, O2 charges €40 a month, while Telekom offers the same speed for half the price. Once I finish the Anmeldung, I’ll send in my Kündigung, I`m afraid. 

Thanks again for your help!

edit o2_Gerrit 10.10.2024 full quote removed

@andrasb 

Please no full quotes, answer with @and username. Thanks

@andrasb If you have a good offer from a different provider, I can understand that you want to continue with them.

When you moved from your first place, where you began your contract with us via cable technology and moved to your current place, where cable technology is also available with us, the fee should have been charged as well unless you agreed an extension by 24 months.

As you wrote, at your new address cable is not available with us, only a connection via DSL. In that case a change together with a move would be possible.

Best Regards,

Gerrit

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