I have moved to a new addresse and I have no connection in my SIM Card

what kind of contract do you have?

O2 Mobile M Boost and O2 Mobile L Online (2024) with 24M of permanent each one

Hello ​@Internet Order,

welcome to our o2 Community 😀

I regret that you are experiencing problems with mobile phone reception at your new address. I've checked into it, and there is indeed a service disruption in that area. Our technicians have already been informed and are working on the repair, so the connection should be restored soon.

An extraordinary termination of your contract is probably not possible due to this disruption. You can submit your request however with our online cancellation form. Our service team will reply by letter to it. 

Please let us know if you have any further questions.

Best regards

Giulia

Hi Giulia,

It is not only today. Since we live here we have no signal in our mobile phones, and if we want to call, we have to go out of the building.

​@Internet Order That sounds like a long-standing situation 🤔 How long have you been living there? Do you only get reception when you leave the house?

Hi Kathu,

We moved last October, 3rd. And since we live here we have no signal in the living room, kitchen, and bedroom. The only signal is out of the house.

The usual use at home is via a landline connection (DSL, fiber, etc.). This allows you to make cell phone calls and send text messages via Wi-Fi (Wi-Fi calling). The lack of reception in a building is not a breach of contract by o2 and therefore not a reason for termination under German law.

We have no signal for DSL. We have done two differents order, and no one has been completed by O2. This information can be checked internally. The last called has been this morning, where an agent has confirmed we have no signal for DSL. 

You can use any technology you like, such as fiber optics, cable, DSL, and any provider.

In fact, every building is equipped with some kind of landline technology.

Klaus, from the company has informed us about the lack of signal. I don’t know in which part of Germany you live, but in the south  there is no fiber everywhere. Same situation with the DSL. 

Furthermore, if i pay for my Sim Card and I have free calls, why do i have to call throught internet? I think what you propose it’s not a resonable solutions for a customer.

As I am an o2 customer myself, I have looked into the legal options, partly because of my own move. It is a fact that mobile phone contracts do not guarantee reception in all locations, especially not in buildings. However, under German law, there is a right to landline service in buildings (see TKG). Presumably, some form of internet is available. Otherwise, you can contact the responsible authority, the Bundesnetzagentur .

There is a big difference between fixed line and mobile contracts. Mobile contracts do not guarantee reception at a particular location so there is no right to terminate them early if you move somewhere that has poor or even no reception. You can of course ask your provider but any decision to terminate a contract early would be a good will gesture and not something you are entitled to.

Check with your landlord what connection possibilities your building has. It would be very unusual for there to be no fixed line connection at all.

Hello ​@Internet Order,

the disturbance of our mobile network at your address has been ongoing since the beginning of September.

I have checked for the status of your broadband order, it can currently not be activated due to lack of lines or ports at your address.

Best Regards,

Gerrit