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Complaint about O2 DSL

caux
Rang

After moving apartments I was not able to use my DSL services for 6 months (there's no phone outlets in my apartment). This was confirmed by the technician who came to the apartment. After that I called repeatedly (it's impossible to talk to someone who can do something about anything), sent a letter asking to cancel immediately, called a few more times, and even though the contract was finally cancelled, that happened 6 months after, and I got charged for those 6 months. Then, to make matters worse I got charged 50 for "moving fees", even though the service was never moved.

(I just noticed this forum is about Mobile. Mods, please either move or delete, and I'll create it on the DSL board)

 

Edit o2_Sven: Moved from English o2 Community: Mobile

11 Antworten

o2_Sven

Hello @caux ,

welcome to the o2 Community 💙.

Back when you moved to your new address and you asked for cancellation, did you also send in all of the additional information needed? Else the contract would only be able to be terminated at the end of it’s normal duration, which sounds like what happened here.

 

Kind regards, Sven

Der Wochenrückblick - https://g.o2.de/wcr
caux
Rang

Yes, everything was sent, and I never got any responses asking for any other information. And more than that, considering the technician was here and filled a report stating it was impossible for O2 to provide me DSL, one would assume that would be enough by itself.

o2_Sven

Hello @caux ,

that is not necessarily the case. Depending on what the technician found when he was at your address, there might be the option of running a new line from the APL to your apartment, in which case it would depend on the landlord giving the yes or no to this.

After you moved, did you change your contact address with us? That would have been important for any potential follow up documents that were send to you.

 

Kind regards, Sven

Der Wochenrückblick - https://g.o2.de/wcr
caux
Rang

That option was never given to me, even though I was charged the 50 euro move fee. And yes, the contract address was obviously changed. Now, considering the number of complaints I see here and on other customer protection websites I see it's pretty standard O2 customer service, they make it impossible to talk to people who can do something about the problem, and delay solutions as much as possible so they get more money out of people. 

o2_Manuela

Hello @caux , 

I took a look in the system an I can see a letter that was send to you last year in October.

Did you receive the letter?

We did not get an answer on that and because of this, the contract was cancelled regularly.

Be sure that we want to help you as good as we can.

Together we will find out what has happenend.

 

 

Best regards, 

Manuela

 

 

Euch hat ein Testbericht besonders gut gefallen? Dann lasst unbedingt ein Like da :)
caux
Rang

I didn't receive any letters. And since I had mail forwarding active, even if it was sent to the other apartment I would've gotten it. What was the letter about, that would have changed anything?

And I'm constantly being contacted by O2 on the phone (that is also O2, btw), why wasn't I contacted there?

 

You say you want to help me, I wonder what can we do now? The fair thing would be for O2 to return the months I paid that I didn't use any DSL service, plus the moving cost since there was no work done to warrant the fee.

 

o2_Giulia

Hello @caux,

in our letter of October we have asked you to send in a confimation of your landlord that he does not allow the repair of the missing or broken telephone line in your house as this is what the technician told us. As we have never received any reply to this, your DSL was cancelled in due time at the end of the contract in March. A cancellation by an earlier date has to be handed in by letter, but there is no written complaint or anything else from you. So it is difficult for us to work your complaint after such a long time.

I have also noticed that your router was charged as you haven’t returned it after the cancellation. If you still have it, please send it back. You can use our return portal for the return shipment. Here you can also print out a return sticker or download a mobile parcel label as a QR code. The return is made with DHL and is free of charge. The fee for the router will be returned to your bank account then.

Best regards

Giulia

Du willst keine spannenden Neuigkeiten verpassen? Dann abonniere gleich unsere o2 News: https://hilfe.o2online.de/o2-news-3
caux
Rang

As I said I did send a letter asking for the immediate cancellation of the contract. Now, what puzzles me the most is why was I charged a moving fee then, if no work was done?

And it was known to O2 that I had no condition to use the service, since it was not moved, but even then the company decided not to honor my request for immediate cancellation. 

But now I feel I'm starting to repeat myself, and I'm not getting any information here to change my mind that O2 acted in bad faith. If anything I feel like I should cancel the rest of my services with O2 before something similar happens.

o2_Manuela

Hello @caux , 

the letter for the cancellation has reached us.

That is the reason why the contract was cancelled regularly.

The movement was processed, the technician arrived at your home and has determined that a construction at the Endleitung ( end line) is necessary.

For the construction we need a permission from the homeowner. We asked via letter for this permission.

The sub company also tried to reach you via telephone multiple times.

We did not get an answer on our letter so we needed to cancel the movement and end the contract regularly. 

I am very sorry for this situation, hopefully you can understand why we had to cancel the movement and end the contract.

 

Best regards, 

Manuela

Euch hat ein Testbericht besonders gut gefallen? Dann lasst unbedingt ein Like da :)
caux
Rang

A letter that never reaches me, and phone calls that mysteriously don't complete, even though I receive unrelated calls from O2 somewhat regularly? Sounds suspicious to me.

It sounds to me more that it was more convenient to ignore my request for immediate cancellation, make it a normal cancellation, charge the move fee and then milk six more months fees for unused services, since I was going to cancel it anyway. Other similar reports online seem to point to that direction too.

o2_Giulia

Hello @caux,

I can assure you that was not our intention. However, I must ask for your understanding that we can only agree to early termination if there is a corresponding reason. In your case, we had asked for confirmation from your landlord/flat owner that he would not allow the repair/laying of a telefone line in the house. As we have never received a reply to our letter, your contract was terminated in due time. I regret that we cannot change this afterwards.

Best regards

Giulia

Du willst keine spannenden Neuigkeiten verpassen? Dann abonniere gleich unsere o2 News: https://hilfe.o2online.de/o2-news-3

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