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How can I cancel an O2 DSL contract?

Lefteris
Rang
Hello,

I have been living in Berlin for a bit over 4 years now and all this time using O2 for both a mobile and DSL contract. I am going to move to another location right now and there I won't need festnetz internet for a while so I would like to cancel my DSL contract. I still want to keep my mobile contract with O2.

My question is how can I cancel the DSL contract? I can't seem to find any such option online. Can anybody help me?

Thanks in advance

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Lösung von Anonymous 24 July 2017, 16:59

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9 Antworten

A
Where will you move? Within Germany or abroad?

Klaus_VoIP
Rang
see your contract - best way is a letter (fax)

Meine persönlichen Meinungsäußerungen als Kunde sind NICHT gesponsert und stellen nur meine unverblümte Meinung dar! Dafür erfolgen alle Inhalte pro bono publico. ;-)
Lefteris
Rang
I am moving within Germany, within the same city. But I don't want to take the DSL connection with me. I did see there is such an option but it will be of no use to me.

A
Prinicipally, 24-months-contracts have to be cancelled at least 3 months before the end of their term, even if you translocate (within Germany).

You can only get out of the treaty during the term if o2 is not able to provide you any more at the new location under the same or equal conditions.

Lefteris
Rang
I see. I have had this contract for over 24 months though. It must be almost 49 months now. So it's definitely over the minimum contract time.

Is there a hotline, even in German, where I can speak with a representative about this and ask for more details? Or are O2 representatives frequenting these forums? I suppose you guys are also users of O2, correct?

The contract does indeed seem to say you need to cancel by writting but has no details on the template or on the address at which you need to send.

A
If a contract was not cancelled in time, it is automatically prolonged for another 12 months and can again be cancelled as explained in my post above.

You should write a letter or send a FAX asap to:

Telefonica Germany GmbH & Co. OHG
Überseering 33
22297 Hamburg

01805880088

I advise to send your cancellation in a way that enables you to prove that it has arrived at o2. 😉

Lefteris schrieb:

Or are O2 representatives frequenting these forums? I suppose you guys are also users of O2, correct?

Yes, I'm a customer as well. There are o2-representatives present here, you recognize them by the "o2_" before their names. But it is not possible to cancel a contract by the means of a post in this forum or by the hotline. The regular and official (and btw best) way to cancel is by a letter or a FAX.

Lefteris
Rang
Thank you Fuchs. Your reply is indeed correct. After waiting for 30 mins in the hotline I managed to speak to a representative who was rather unkind and condescnending and told me I am forced to take the O2 contract with me because it has just this month been prolonged.

I had no idea it was prolonged, assumed it was okay to cancel anytime, after 24 months but I was wrong. I am at 49 months and that means I have to carry it for another 12 months.

I also have O2 mobile phone contract and was a loyal customer until now, but the way the person spoke to my wife (I don't speak German that well unfortunately) and the way that there is no way to help a loyal customer out really saddened me.

I know it makes no difference but I will cancel both my mobile phone contracts and this festnetz contract by letter as a protest. I really had hoped there would be some kind of flexibility for loyal customers but not only was there not but the representative was sarcastic when I asked. All in all a Terrible experience in what had so far been an uneventful DSL usage.

A
Lefteris schrieb:

I had no idea it was prolonged, assumed it was okay to cancel anytime,…
The conditions are written down in the "Allgemeine Geschäftsbedingungen" (Terms of Service) that were accepted by you when making the contract.

Lefteris
Rang
The conditions are there, but O2 can still treat loyal customers with a bit more respect. I can cancel the contract now to be effective a year from now, but how can I be sure they received the canceling letter? Do they send some form of acknowledgment of the Kundigung?

Also is there any form, or any post address where I can send a formal protest against certain behaviours in O2 - specifically the person whom I spoke with in the hotline and the attitude they had towards me? I was told about gk@telefonica.de. Is this the only place? Is there any post address or some other form I can file a formal complaint in?

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