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Urgent: Multiple failed relocation attempts and stuck orders – No internet since March

  • April 7, 2026
  • 7 Antworten
  • 78 Aufrufe
V
Besucher:in

To the O2 Community Support Team,

I am reaching out here in the hope of finding a final resolution to a persistent issue regarding my home internet connection, as my experience with the phone hotline has been unsuccessful and confusing.

The Situation: In March, I moved from Munich to Dresden. I initially applied for a DSL relocation, but was informed via email that a relocation was not technically possible. I was advised to cancel my existing contract and place a new order for the Dresden address.

The Complications:

  • The Old Contract: Following O2's advice, I cancelled the old contract. While it is now confirmed as cancelled, the process took several weeks.

  • The New Order: I have attempted to place a new order multiple times as instructed. However, every time I follow up, I am told the order cannot be processed because "pending orders" are still active at my address.

  • Customer Service Issues: I have called support over 10 times. Instead of resolving the technical block on my account, I have been signed up for unwanted add-ons (O2 TV L) and offered hardware (Galaxy S26 Ultra).

My Request: I have been without home internet for over 1.5 months. I kindly ask a moderator to:

  1. Clear all "stuck" or pending orders currently associated with my profile/address.

  2. Verify the status of my new DSL/Fiber order to ensure it is actually moving toward a technician appointment.

  3. Remove any unwanted packages (like O2 TV) that were added during my recent service calls without my explicit consent.

I simply want a working internet connection at my new home without further sales offers. I would appreciate it if someone could look into my account details (which I can provide via DM) to break this cycle.

Thank you for your assistance.

 

Edit o2_Kathi 08.04.26 Moved from the section o2 Home to English o2 Community

7 Antworten

o2_Solveig
  • o2_SolveigModeratorin
  • Moderatorin
  • April 8, 2026

Hello ​@veda98 ,
welcome to our o2 Community 😀
I’m sorry that there has been some conflicting information here. 
I have deactivated the o2 TV Pack as of tomorrow. 
Should the o2 my Data Unlimited Pack, which was booked today, also be deactivated? 
Or was it booked intentionally to bridge the gap until your DSL connection is up and running? 
We will get back to you here as soon as possible regarding the DSL connection. 
Kind regards, 
Solveig 

 

O₂ my Service - Service, wie du ihn willst-> https://hilfe.o2online.de/o2-news-3/o2-my-service-service-wie-du-ihn-willst-536715
V
Besucher:in
  • veda98
  • Autor
  • Besucher:in
  • April 9, 2026

Dear Solveig,

 

thank you for your response and deactivating the TV pack. I have an order already in progress, please see image below - but I was told the activation takes another three weeks (27th April) - I have already no home internet from 2 months (that’s why I bought unlimited pack as a bridge) and I don’t know what is wrong - every order I make just disappears - this has been dragging for far too long. Please help me.

 

o2_Matze
  • o2_MatzeModerator
  • Moderator
  • April 9, 2026

Hello ​@veda98 

Our colleagues in the technical department have submitted a new activation request to the local internet service provider so that your apartment can be connected to the internet (via fibre).

We have requested April 27th from the local provider, but we are still waiting for a final confirmation of this date. We will let you know as soon as we have a confirmed date.  

Kind regards Matze 

„Was Du mit guter Laune tust, fällt Dir nicht schwer.“- ungarische Weisheit
    V
    Besucher:in
    • veda98
    • Autor
    • Besucher:in
    • April 9, 2026

    Hello Matze,

    Thank you for your message - it will be the longest wait for a home to receive an internet connection - essentially 2 months - which is not so great for a company like O2.

    After all that I have gone through, I do not have confidence that good things will happen on 27th April. Could you please cancel the order? I will find another provider.

     

    Thank you.

    o2_Matze
    • o2_MatzeModerator
    • Moderator
    • April 10, 2026

    ​@veda98 Thank you for your message. I’ll be happy to forward your request for cancellation to the relevant department, and you’ll receive an update on this in the coming days.
    If you receive the router from us, please refuse the package. Alternatively, you can return the package through our returns portal. https://router-retoure.o2online.de/start/app/dashboard 

    Kind regards 

    Matze 

    „Was Du mit guter Laune tust, fällt Dir nicht schwer.“- ungarische Weisheit
      V
      Besucher:in
      • veda98
      • Autor
      • Besucher:in
      • April 10, 2026

      Hello Mr. Matze,

      Thank you very much for your assistance and cancelling the order. I would like to share a few more details as to why I am cancelling this order.

      I also logged into MeinO2, and it states that the process may take several months, please see the image below. If I had been informed of this back in February, I would have made appropriate arrangements.

      I kindly request that you pass this feedback on to the relevant team. As a customer who genuinely wishes to remain with O2, this situation has been very disappointing and difficult.

      Thank you once again — to you and to Mr. Solveig — for your personal support here in the forum.

       

      Edit o2_Ines: Bestellnummer entfernt.

      o2_Matze
      • o2_MatzeModerator
      • Moderator
      • April 13, 2026

      ​@veda98 Thank you very much for your valuable feedback and the screenshots illustrating the issue.

      We will be happy to forward this to the relevant departments to help improve the process in the future. 

      Kind regards 

      Matze 

      „Was Du mit guter Laune tust, fällt Dir nicht schwer.“- ungarische Weisheit
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