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PLEASE HELP ASAP 

I am an english student living in Germany for the past year, but am leaving earlier than planned because of covid-19. I have tried many times to get through to the hotline with very poor customer service when I ask for someone who can speak english, and sent a cancellation contract form as well, but no one has gotten back to me over 2 weeks. 

I need to cancel my contract as I am returning to the UK in July, wehre I continue to be a loyal o2 customer simply with my UK number instead of German. 

 

Edit o2 Antje: Moved to Englisch

Hi @iw100,

 

welcome to our English community. I regret that you had to wait so long and that until now nobody was willing to help you.

 

But now you have my complete attention. :relaxed: 

 

Nice that you ask some time in advance about the procedure to cancel your contract because of moving out of Germany.

 

As I see, you have the tariff “o2 my Data M” that still has a duration for the next 15 months.

 

In order to end your contract to an earlier date, please use this cancellation form: extraordinary cancellation for moving abroad

 

As you see in this document, we need additionally to your cancellation letter some more documents. As soon as we have all the documents, we will cancel your contract to the next possible date.

 

I hope I could help you with this information.

 

If you have any further questions, just feel free to contact us here in our English community.

 

Loving greetings,

Tobias

 

 

Hi Tobias,

Thanks for the reply, 

As it is quarantine still, I cannot get to a fax machine or printer to provide the documents. Is there an e-mail address that I should send the completed form too instead?

 

Many thanks

India 

Also, as I am simply moving back to my family home with my parents, what document exactly do I need to provide as “notification of your new, foreign domicile”, as no bills have my own name on ? Surely this is unnecessary as I am a student and can supply you with documentation from my german University stating my length of stay as one year only?

Hi @iw100,

 

unfortunately theres no email-support for cancellations or service in general. :confused:

Do you maybe have a document from your landlord?

 

Best regards,

Michi

@o2_Tobias would you mind helping me also? My post is here https://hilfe.o2online.de/english-o2-community-mobile-43/contract-cancellation-536722

Hi @iw100,

 

unfortunately theres no email-support for cancellations or service in general. :confused:

Do you maybe have a document from your landlord?

 

Best regards,

Michi

this is highly unhelpful, as is taking 1 week to reply. Exactly how and where am I supposed to send the cancellation form without access to a printer in the middle of a pandemic? 

Hi @iw100 ,

 

alternatively you can send us the cancellation manually written or you visit one of our shops and my colleagues will send the form via fax for you and support you with the form itself.

If you have concers regarding covid-17 I suggest ou just write the cancellation manually.

 

Best regards,

Michi

 

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