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Cancel Phone Plan: Relocation because of Covid19


Hello, 

I moved to Germany in September 2019 and I signed a two year mobile phone contract with 02. I had to return to Canada in March because of Covid-19 and I am not able to return to Germany. I would like to cancel my plan, and because of these extenuating circumstances I hope that 02 will be understanding. I can not go into a store to speak with anyone and I also can not call because my phone plan doesn’t include calling in Canada. I hope that someone can help me here. 

Thank you!


9 Antworten

Hi @Holly12345,

 

welcome to our English community. Nice that you would like to inform yourself about the cancellation procedure as you have moved out of Germany.

 

Yes, the situation is not easy for many customers. But I am happy to help you in this regard.

 

As I see you still have a duration of 16 months. But you have the possibility to get out of the contract to an earlier date. Please fill out the following document: extraordinary cancellation because of moving abroad

 

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

 

I hope I could be of help to you in this difficult situation.

 

All the best to you and your family.

 

Loving greetings,

Tobias

Hello Tobias, 

Thank you for your help. 

I can provide a lease agreement for the address where I am currently living in Canada, but in Canada we do not have “a registration certificate of your present place of residence”. Is there an option to provide an alternative form? 

Thank you

Benutzerebene 7

Hello Tobias, 

Thank you for your help. 

I can provide a lease agreement for the address where I am currently living in Canada, but in Canada we do not have “a registration certificate of your present place of residence”. Is there an option to provide an alternative form? 

Thank you


Hello @Holly12345 ,

 

that may be sufficient, but I´m not entirely sure about that.

If you have any documents from the state or city, that acknowledge your presence there, send them in as well If possible.

 

Viele Grüße,

Kurt

What if I can present a lease from Canada and my de-registration from Germany (which I am currently trying to arrange online)? Should that be enough to cancel?

I have the filled out form, my re-registration certificate from Germany, and a lease with my new address in Canada. I hope this will be enough to cancel. 

I tried to fax the documents but it didn’t work.. is mail the only option? Can I email it somewhere?

Thanks!

Benutzerebene 7
Abzeichen +3

@Holly12345 i have fear you can't send a fax from Canada because of +49 180 number. o2 unfortunately don’t support email. Did you have friends in Germany who can fax your Scans from a German land line?

Hi @Holly12345,

 

thanks for your efforts to provide us with the necessary documents in order cancel your contract because of moving abroad.

 

Is the suggestion of @Joe Doe an option for you?

 

If not, please send the cancellation together with the documents to the following address:

 

Telefónica Germany GmbH & Co. OHG

Kundenbetreuung

90345 Nürnberg

 

If you have a one flight-ticket, please send us a copy of it. Additionally, if you rent a house or an appartment in Canada, please send us a copy of that contract. That should be fine together with the deregistration notification of Germany.

 

Our cancellation department will check your documents and will give you a response.

 

I hope that I could be of help to you in this unusual life situation with the Covid-19-epidemic.

 

Loving greetings,

Tobias

Hi Tobias, 

After many failed attempts at faxing internationally, I have finally mailed the documents. I have sent: the filled out form, a copy of my lease agreement from Canada, and my de-registration from Germany. I hope they will reach you in a few weeks and I can have my phone plan cancelled. 

Thank you, 

Lauren

Benutzerebene 5

Hi @Holly12345 ,

it's looking very good so far.

 

Please wait for the feedback from the specialist department. They will contact you asap :)

 

Best, Alina

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