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Hi O2, this is one your of customer at Saarbruecken. Sorry for writing this in English. I am a student at Saarbruecken and have been using your service (cellphone and DSL). As I currently moved to another country for an academic internship, can I apply for suspending my service (both cellphone and DSL)?

A few weeks ago while I was still in Germany, I talked to your stuff at O2 store about suspending the service and he took a few documents from me and sent them to your headquarter. But I got no replay after then.

I have searched everywhere at `o2online.de` but just couldn't find your contact email. I tried to call your customer hotline but never get through and I didn't fully understand the German replay.

This link (https://hilfe.o2online.de/english-o2-community-mobile-43/temporarily-suspend-my-contract-138399) is the only relevant thing I can find but to which email address should I send it to?

Can somebody help with my situation?

 

Edit: Verschoben / o2_Flo

Hi @Rahn,

 

thanks for your request.

 

In order to help you, I just need some more information:

  • How long will you stay outside of Germany?
  • How long do you already have the o2 contract?

As soon as I have got your reply, I will inform you about the procedure that is possible in your case.

 

Loving greetings,

Tobias

Hi @o2_Tobias 

Thanks for your reply. I'm out of Germany already, and would be back at the begining of October. So from now on I'm hoping to suspend my service for 5 months (May - Sept).

I think I began using O2 service since May of 2019 but I'm not entirely sure the date. Would you be able to track my contract detail from O2 account and (O2) cellphone numbers?

O2 account: XXXXXXXX@gmail.com
(O2) TEL: XXXXXXXX

Best,
Wentao

 

edit o2_Tobias: out of data-security-reasons, we deleted your personal data

Hi @Rahn,

 

thanks for your reply.

 

Please note that this is a public forum, therefore do not mention any personal data here.

 

I just have written a private message via @o2_Support to you. Please reply there to my request.

 

Afterwards, we will continue our conversation here again.

 

Loving greetings,

Tobias

Hi @Rahn,

 

thanks for your details at @o2_Support.

 

I just checked your data now, but I could not find any order for suspending your contract. It seems that something went wrong in the o2 shop. I regret this very much.

 

Please fill out this form: Suspending of o2 contracts

 

Additionally to this form, we still need a confirmation of your academic internship outside of Germany.

 

Thanks a lot for your assistance.

 

Loving greetings,

Tobias

Hi @o2_Tobias , I thinkI have documents prepared. Where should I submit them?

 

Best,

Wentao

Hi @Rahn,

 

thanks for your reply.

 

Please send everything to the following address:

Telefónica Germany GmbH & Co. OHG, Kundenbetreuung, 90345 Nürnberg

or by fax: 01805 – 57 17 66

 

Thanks a lot.

 

Loving greetings,

Tobias

Hi @o2_Tobias , I don’t have any fax machine by my hands. Can I just send them by email? or Could you enable private message, I can upload my documents to a Dropbox/Google Drive so you can download them.

 

Best,

Wentao

The documents can only be submitted by fax or by post. No other options are offered or accepted.

Hi @Rahn,

 

thanks for your reply.

 

@TBCMagic is totally right. We only accept the document for suspending your contract by letter or by fax.

 

If this is not possible for you, please go to our “Mein o2”-app. Choose there “Tarif & Optionen”/ “Vertrags-Services” / “Vertragsstilllegung” and fill out the electronic form.

 

I hope I could help you with this information.

 

Loving greetings,

Tobias

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