English O₂ Community: Broadband & Landline

Hello Team,Problem 1:I was using SIM based internet connection(017XXXX54285). Then I took O2 Home S 50 (cable based internet). Maybe because I canceled my SIM based connection, I am unable to login to O2 portal. My customer ID is 60XXXX1746 Problem 2:rkm86 is my O2 community ID. Since I am unable to login, I had to create a new one. Is there any way I can get access to my old user account?  I tried to solve it via Chat. but there also login to the portal is needed.  Thank you!Renjith

Hallo. So i moved to another apartment. All good internet is connected, but i dont recived new router. And my old router dont wanna work on new apartment. What is forward steps?

Hello O2,Currently i have Telekom contract for Fiber connection ends on 1st of April and i’m planing to get O2 fiber instead, I have my own Unifi Router and ONT from Telekom, can i use the ONT from Telekom for the O2 fiber, and is there an guide what are the configurations like VLAN ID and PPPOE Setup, i work from home so the internet is essetial for me.Thank you

Hello community,just to double check, I want to move my existing contract (Fiber O2 Home XL 600) to the new address. The same level of the service is available, Telekom fiber glass socket is installed.What would be the right procedure? Shall I call English Hotline and ask for service moving at desired date (01.03.2026)? Basically, what I need to tell is the new ID of the socket right?

Hi Team,Its been 5 days since I received the confirmation from DHL that O2 have received the returned Homespot router equipment. However, I am yet to receive the amount I was charged for the equipments after the contract ended.When will I receive the amount back? It is frustrating as there is no email where I can contact nor the shopkeepers entertain this query.DHL tracking code: 84xxxxxx8972 ThanksEdit o2_Kathi 09.02.26 DHL shipment number redacted for data protection reasons

For this issue I must write in English, the situation is too complicated. Also I’ve kind of had enough of speaking to at least 10-12 different agents having to explain the same story, it’s getting boring now and very frustrating. The fix to my issue is so simple but yet it’s being made complicated… Also to add I’ve been without internet for nearly 3 months and this is not only due to o2 but other factors.  ALL I WANT AT THE END OF THE  DAY IS FOR MY ROUTER PROFILE TO BE REPROVISIONED WITH THE CORRECT SPEEDS. Hello,I am seeking urgent assistance from a moderator to stop an automated cancellation caused by a technician failing to perform his duties and subsequent harassment by his colleague.The Situation: I have a perfectly functional cable connection with a stable 600/50 Mbps. However, O2 is currently cancelling my contract because a technician documented the connection as "technically imposs

Goodmorning.My O2 modem was not working so I asked O2 to send me a technician at home.The guy came and wanted me to pay 22 euros for a new internet cable. Please note: he wanted the money in cash and he gave me no recipe. It seemed shady to me, but I work in homeoffice and I really needed the Wifi to work, and the guy told me that this was the only way to get internet working, otherwise I had to get a new modem but I was supposed to wait some days, so I gave him the money.I called the O2 hotline to talk about this, they kept me on the phone for 25 minutes and they made me talk with 3 different operators, then the last one just said "sorry I have to check something" and closed the call. Calling the hotline, having to talk with the AI at the beginning and then being bounced from one operator to the other with long waiting times is really stressful.I want to know if it is normal that O2 wants money to repair/replace an internet cable and if it i

Hello, a little while ago I asked someone in the service chat to please give me a fixed public ip (v4), address on my DSL line, and they said they will set it up, however this hasnt happened yet, and since then, my previously working ipv6 connection has also stopped working - my fritzbox no longer obtains any globally routable ipv6 addresses. SInce then I set up a dynamic DNS service on my home server which resolves the ipv4 issue somewhat but the ipv6 issue is still present. How can I get in contact with someone at o2 who can give me my ipv6 connectivity back?Thanks! 

HelloI cant log in via the app.when i log in via any browser or via interndt to my account, i go to the main page to see the status of my contract ( i still waiting for the activierung code or something to have glass fiber internet, i already have the installation of glassfiber and router) I receive the following messagen"EntschuldigungAufgrund technischer Probleme können Ihre Daten in Mein O, derzeit nicht geladen werden. Bitte probieren Sie es später noch einmal oder versuchen es alternativ in der Mein O, App.Ihr O, Team"  Since 1 month I am facing this issue and I called several times and they have no answer for itPlease I need support hereEdit o2 Daniela 02.02.26, 12:17 Uhr; moved from DSL, Kabel & Glasfaser: Router, Software, Interne & Telefonie to English o2 Community; Broadband & Landline

Since 01.02.2026, my home internet has been completely down.I have contacted O2 support around 10 times, and every single time I receive a different explanation. No consistency, no clear information, no accountability. The latest excuse is a “major issue in my city / near my apartment,” yet no one is able to properly confirm this or provide anything in writing.I work from home. Because of O2’s failure, I have:Used all of my mobile 5G dataPurchased an O2 test SIM, which also does NOT workTried to use the My O2 app, which is also not workingInternet not working. Test SIM not working. App not working.This situation is now putting my job at risk. Despite this, O2 support cannot or will not provide any written confirmation (email, SMS, ticket number — anything) that there is an outage. That leaves me with no proof to show my employer.This is no longer a minor technical issue — it is seriously unprofessional service.I expect:One

Email support, my internet has gone up & down multiple times in the last month. I have restarted my fritz box, checked cabling, and done all i can do from my end (I do this for a living). I nee someone to check my line, but I can’t call right now (because you don’t have good customer service & your closed, i also don’t know German).please find a way to help , i’d like an email i can open a ticketEdit: Thread title edited and thread moved to our english forums, 01.02.2026 o2 Michi

I moved to my own apartment on 2024, but I had to move out soon because the owner was selling the apartment. I called to O2 to request a modification of my contract since I only needed the mobile contract. I was told that it was done on January 10, I even received email confirmation and everything to acknowledge this change. That's when the problems started. I've called and been told so many different ways to cancel my residential internet, I only needed proof that I moved to a new place and it was done. It has NEVER been cancelled, O2 even let me make the process to return Wifi, and NOW they are telling me that cancelling is not an option? 6 months later, charging me for a service I'm NOT being provided and today they tell me I'm not able to cancel. Now my question is, why did the first customer service representative told me it was possible? Why was I able to return the equipment? Why did NO ONE offered to see if I could have the internet installed in my new home? I demand a refun

Hello,In the next month (March) i will move permanently to my home Balkan country where O2 services cannot operate there.Because of that i want to terminate my contract with 2 SIM cards and O2 Home M 100 internet with FritzBox 7590AX router.I filled out form through O2 app designed by O2  for people moving abroad and i do that twice (one for mobile SIM card and one for Home internet) Now my concerns is:-How long i must wait for this procedure? -Where and when can i send back FritzBox 7590 AX and pay 3 months fine because of termination ?-I have one month till i move to my homeland and when i move there i can't make any payments because my bank account will be closed.-I understand the procedure. I will be submitting the proof for deregistering in Germany max 7 days before i leave Germany.But O2 is searching better prove “ a

I have done everything in my power to cancel my contract with O2, I finally managed to get a confirmation of cancellation on December 29, 2025. However today, I called regarding a bill received for January and the person on the phone stated that my contract is still not cancelled. What else do I have to do so O2 cancels this contract? It's been over a year that I've been paying for a service that I'm not using. I demand a confirmation that the landline internet is cancelled and that I won't be charged anymore for this service. If I don't receive a confirmation from O2 by Friday I will take legal actions for this abusive treatment. Please cancel the contract immediately and stop charging me for a service that I am not being provided.

I have a situation. A very simple one.My DSL Wi-Fi decided to stop working. Wi-Fi is there, bars are full, confidence is high — but the internet? Gone. Vanished.I thought: “Cool, two-minute adventure.”I’ll just open the website, check the DSL status. DSL on → cable/router problem DSL off → call O₂, done, back to life Easy. Or so I thought.Turns out O₂’s website has zero information about my DSL.Also zero information about my mobile internet.Basically, I exist spiritually, but not digitally.I searched the internet.I searched ChatGPT.The answer was always the same:“Your contracts are under your profile data.”Great. Except… my profile has no contracts. Anywhere.Not hidden. Not collapsed. Not shy. Just… not there.O₂ then suggested: “Install the My O₂

Hi,I am writing here because I do not speak German and I am having trouble reaching the technical support.My O2 Cable internet was supposed to be activated, but I have no connection (I got an email from o2 saying that my internet has been activated). When I check my modem's event log, I see the following error message repeating every few minutes:"Cable internet synchronization starting (training)"I have already tried restarting the modem and checking the cable connections, but the problem persists. It seems like the modem cannot establish a stable synchronization with the line.Could a moderator please check my line status or help me open a technical ticket?Note: Please let me know what information you need (Customer Number, etc.) and I can provide it via private message.Thank you in advance for your help.

Hi!I’d like to change my old “O2 my Home XL Flex (2020)” - 44.99 EUR/month tariff to the new “O2 Home L 300” (34.99 EUR/month) tariff.I have a list of questions regarding this.How to do the change? Is the Anschlusspreis applied to me? If yes, is it discounted to 9,99 EUR as advertised on your website? Can I upgrade the router at the same time? Now I’m paying 4.99 monthly for the FRITZ!Box 6660, I’d like to have a FRITZ!Box 6670 with wifi 7 and send the old one back to you.Best regards,Andrei

Hi,The last month I tried to login from the web (not from the app) but the security code never arrives in my email . I tried different email provider (I change my email from the app , the verification code came normally ) but still no security code…

Good evening, sorry in advance for typing in English. My Internet line is always having Interruptions. The speed fluctuates way too much. I cannot do my work sometimes nor can I have my fun. I contacted o2 months ago and no body fixed anything. It got better for a while and now it is the same story. I cannot even play video games without my Internet randomly dropping from 75mbit to 2mbit . It completely cuts off sometimes for a second or 2. What do i have to do to get someone to fix my issue?Honestly it has been frustrating. Especially when i see friends overseas having a more stable connection.More info: my line can get up to 175mbit. I have the 100\40 mbit Tarif. I have a good router and i have set automatic daily resets on it. So no it's not my router.Thanks for reading my post o2_Giulia, 29.12.2025, 09:00: verschoben von DSL, Kabel & Glasfaser zu  English O₂ Community: Broadband & Landline

I hired a new contract for fiberglass today because of a move to another place, and now I can see in my account two contracts regarding the internet, so I need to cancel my cable internet and only keep the new one, O2 Home XXL 1000 (2024) (fiberglass), and the mobile phone plan. Can you help me with this, please?

Hello, I submitted the online contract termination form on 05.11.2025 to cancel my internet plan. I was still billed for December 2025 and did not receive any information regarding the cancellation by post. I have moved to a country with no O2 service and I can not afford to keep paying for this contract, especially since I am not even using it. The online form is undergoing maintenance so I can not submit the form again, and I am out of the country now so I can not call.Please terminate my contract immediately.My account number is XXXXXMy rufnummer is XXXXXI can not keep paying for this account so please terminate the contract.Personal data removed // 08.01.2026, o2_Rebecca

Do you know why your service is rated so poorly? Because you have a terrible customer login interface. Nothing is clear or easy to navigate. I wanted to download my invoice and needed the PUK and PIN numbers. I wasted over an hour trying and still couldn't find them. Instead, I was redirected to a community Q&A page. What's the point of answering customer questions if you don't even have a user-friendly interface to begin with? It's ridiculous and poor service. Translated with DeepL.com (free version) o2_Giulia, 08.11.2025, 09:11: verschoben von O₂ Home: Vertrag & Tarife zu  English O₂ Community: Broadband & Landline

Hi,I have 2 contracts with O2, one on mobile and one on home internet (Home S 50 Flex).I have tried in August to cancel my home internet contract by filling out the online form, your colleagues contacted me and thought I was trying to cancel my mobile contract, regardless the fact that I had chosen the option to cancel DSL/Internet/Festnetz. I explained the situation, they transferred me a few times and gave me some number to call, but the staffs cannot communicate well in English, and I was told on phone that the cancellation is complete and I will receive confirmation soon, but it is not cancelled till now.I have just submitted the cancellation online form again, can you please follow up on this and make sure the correct cancellation request is filed? 

In October, I ceased to be a customer of O2 Germany. I immediately returned to my router via a label from the O2 website. on the 3rd of December I received an email saying that I was being charged for none return of router. I have now contacted O2 3 times by telephone and proved that it was returned and I wish for my money to be refunded,to date this has not happened and I have received no notification that this is being actioned. Please Advise as my way forward now.edit o2_Solveig 23.12.2025, 10:15 Uhr verschoben von o2 Home → Englisch o2 Community Broadband