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Pause or stop contract

L
Rang

Hi,

When I bought my o2 sim card I told the seller I would only be in Germany for 3 months and then I would have left not knowing if I would come back.

He said there would be no problem to pause my contract for some months and then reactivate it or just cancel it.

Turns out he sold me out on a 2 years post paid contract with no possibility to cancel or pause it. Or at least it is what I understood from my client area on the o2 website.

Can anybody tell me if there is a way to pause my contract for a few months or cancel it as I won’t be coming back to Germany? 

I’m on the  O2nd Free M Online contract.

Thank you

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Lösung von o2_Flo 23 January 2023, 12:59

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10 Antworten

o2_Flo

Hey @lorenzop,

welcome to our community :) 

I am sorry that there was such a misunderstanding. Maybe this FAQs will help you? If you still have questions after that, feel free to contact me again!

 

 

If you need a direct contact, please feel free to use our english hotline:

 

Greetings,
Flo

Lerne die Moderatoren kennen & stell dich selbst vor :) https://g.o2.de/o2_Flo
L
Rang

Hi,

thanks for the answering. I was never “living” in Germany, I just went there to check it out for 3 months before leaving, so I don’t have any registration papers for Germany. I was basically a tourist.

Is it still possible to cancel my contract?

Thank you

bs0
Rang
Benutzerebene 7
Abzeichen +7

In that case it is questionable that you managed to conclude a 24 month contract without proof of address in Germany. You should send in the form together with an explanation of the situation and enclose proof that you permanently live in another country. o2 might accept that under the circumstances.

In einem Diskussionforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
L
Rang

Definitely I didn’t have a proof of address or residency. This is why I think the person in the shop was not very clear about the contract terms and kept many things hidden.

I will prepare the form, thanks for the information, very helpful

o2_Flo

Hey @lorenzop,

Hey,
your case is a little confusing :D 
Please try to fill out our online cancellation: https://info.o2online.de/kuendigung/ 
You can find the appropriate data under "My o2", if you don't know the address. You can also attach documents like a short explanation of your situation or your confirmation of registration in your home country or a hotel bill. 

I hope I could help you
Greetings,
Flo

Lerne die Moderatoren kennen & stell dich selbst vor :) https://g.o2.de/o2_Flo
L
Rang

Hi @o2_Flo 

The support keep asking me for a deregistration paper from Germany, that I can’t provide because I was never a resident of Germany.

I provided them my actual Portuguese residence card and they ask again the deregistration from Germany. Looks like there is a misunderstanding issue.

Can you help me with that?

Thanks

L
Rang

Hi @o2_Flo and @bs0 

It’s been the third time that the support ask me for my deregistration certificate (Abmeldung) even I explained them I was never registered there, I only went as a tourist. 

Is there a way to cease this contract?

Thanks

o2_Flo

Hey @lorenzop,

hmm...the situation is a little tricky. which document do you provide to our cancellation service? 

Greetings,

Flo

Lerne die Moderatoren kennen & stell dich selbst vor :) https://g.o2.de/o2_Flo
L
Rang

Hi @o2_Flo 

I provided my Portuguese residency certificate and an utility bill with my Portuguese address.

They seems to answer me with the standard answer that they only accept the Germany deregistration certificate.

Best

Lorenzo

o2_Flo

Hey @lorenzop,

Please try to write a letter to the customer care center in Nuermberg and try to explain your problem as detailed as possible. Documents like your residency from Portugal or your hotelbill e.g would be nice. 

Send it as fax to: +49 1805 - 57 17 66 
or via letter:
Telefónica Germany GmbH & Co. OHG, Kundenbetreuung, 90345 Nürnberg
Germany

Greetings,
Flo

 

Lerne die Moderatoren kennen & stell dich selbst vor :) https://g.o2.de/o2_Flo

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