I want to terminate my contract with O2 because where I am moving in the DSL service cannot be provided. So to do so, I have to send by post or fax:
- termination letter
- registration of the new address
As soon as you have received my documents, you deactivate the contract at the time of the registration at new address and I pay until this date. No further payments are required. Is all right? Thanks a lot

Hi @bomber86 

Welcome to our o2 Community.

Are you leaving the country? Could you go a bit more into detail?

Best Regards Matze 

I am moving in a different location within Germany. Right now I have a contract for downloading speed up 25 Mb/s while in the new location the maximum is 16 Mb/s. Therefore, since you cannot provide me with the same service i signed for, I want to terminate the contract

Hi @bomber86 

I am sorry in this case it is not possible to cancel the contract without notice.

I suggest you move your DSL to your new address, this takes about three to four weeks.

Here you find everything you need to know move your DSL. 

If you need assistance don’t hesitate to contact us.

Best Matze 

Hi Matze,
I sent you a letter a week ago asking to terminate the contract by August 1st and I received a confirmation e-mail stating taht the contract will be terminated on August 13th 2021. More than a year after my request!! Is it normal considered that you want me to pay for a service that cannot longer be provided? How can I contact you? As far as I understood I cannot contact you by e-mail and by phone everything is in German. When I tried calling, I only heard an automatic voice for about 10 minutes. Thanks 

@bomber86 When signing the contact you agreed the contact details. There it is said that your bandwidth may range between 6 and 50 Mbit. We will always try to activate the fastest possible DSL connection VDSL, but when moving to an address where only ADSL with a maxium between 6 an 16 Mbit is availbale its not a reason for a cancellation without notice. That is the reason why out colleagues confirmed the cancellation date for 2021.

So my suggestion is you move your DSL to your new address.   As said Here you find everything you need to know to move your DSL.

Best Regards Matze 

Dear Matze

what about you cannot provide internet at all? Another provided advertised on internet that they can give us internet in our new apartment but then they call us later telling that they cannot.
Still, you did not answer my question on how to contact you. We can check the feasibility in my new address privately (and rapidly), without divulging my personal data on the community.

Best Regards
Marco

Hi @bomber86 

You can check your new address here 

If we cant provide Internet at all your new address you can cancel your contact with a notice period of three month, 

all we need is a written cancellation letter and a notification of your new domicile (in german called Meldebestätigung) 

You can sent the forms via post to

Telefonica o2 

Kundenbetreuung 

90345 Nürnberg 

or sent it via fax 01805/571766

Best Regards Matze 

Dear Matze,
let’s say, I want to move my contract to my new address (I know it won’t work there, but at least I someone at O2 will say so as well). I just clicked on the Umzug link last Wednesday and still after 5 days I have this message. What should I do now? Thanks

Best Regards
Marco

Hi @bomber86, 

as far as I can see my colleagues took care of your concern. You will get all further information by email.

Greetings

Hello,
my girlfriend contacted you asking to move my contract to our new address but so far we did not get confirmation of this. Instead I just received an e-mail (to which I cannot reply) stating that they cancel my request of cancellation. We NEVER asked to do that. My request of cancellation MUST remain valid and I would like to have information regarding my request to move the contract. Can you please do that?

Best regards
Marco

Hi @bomber86 

This is a standard procedure. It is not possible to move a DSL account when there is a pending cancellation order.

So first we have cancel the order for contract deactivation, then we move the DSL to the new address and when this is finished is possible to reinstall the cancellation order. 

The request for moving is ongoing, you will get further infomration regarding the activation date via Mail within the next few days.

Best Regards Matze 

Understood. But why we got a 24 months new plan? We never asked for this nor anyone at the customer service told us so.

@bomber86  When moving the contract you can chose if your want a new 24 month contract duration, then its free, otherwise the costs are 49,99 Euro without contract extension.

If this is a misunderstanding we can inform our colleagues to correct this. 

Best Matze 

We never agree to extend the contract duration and we told this to the customer service operator, who apparently omitted to say few things.

Anyway, what happens when the technician (or even before with a proper check) realizes that the DSL is not available there? Do we still have to close ourselves the contract and pay additional 3 months?

If I have to pay 3 months for nothing, at least I don’t want to deactivate the line 1 week before the appointment as I still need internet in my current place.

@bomber86 

@bomber86 When moving to a place / address where we cant provide DSL you can cancel the contract with a three month notice period.  

Best Matze 

Seit 25.1.2021 bis 16.2.2021 habe ich 3 Termin 1.2...dann 8.2...dann 16.2 wegen ADSL Freischaltung und kam kein technische!!!! Ruf ich wieder O2 !!  sagte immer enschuldigung !!! Ich kriege kotsen.

Hello @Draioui11 and welcome to our o2 community :-)

I am sorry to hear there were issues regarding the activation of your DSL connection. It is always possible that there are reasons why a date with a technician does not take place. In such a case we nad the local provider try to find the next possible date s the DSL conenctio ncan be used as soon as possible.

Please excuse any inconveniences.

Regards,

Lars