Absolute Disaster: Paying for 100Mbit, getting 0Mbit, left without internet for 4 weeks + Hardware defect confirmed by technician today

Hi everyone,

I am writing here because I am at my wits' end with my o2 DSL connection and the customer hotline has been entirely unhelpful.

I have had an o2 DSL contract for over a year. I originally ordered a 100 MBit/s connection for around €40/month. On setup day, the technician told me that because this is an old building on a high floor, I'd only get a maximum of 50 MBit/s and should ask o2 to reduce the contract. In reality, we never even got 50 MBit/s—we consistently only got 10 to 25 MBit/s. This is an absolute joke for a two-person household paying full price.

Hoping for a better connection, I recently initiated a provider change to Telekom. Telekom later informed me the switch was canceled, but my o2 line went completely dead anyway. For the last 3 to 4 weeks, I have had absolutely zero internet.

I have spent over 1.5 hours on the phone with customer support, getting passed around like a hot potato between the Activation, Contract, and Technical teams. The only "solution" they offered was forcing an LTE Huawei hotspot box contract on me, which had such abysmal speeds that I had to immediately cancel/revoke it. To make matters worse, customer care flat out refused to let me switch my technology to a 5G Homespot.

The breakthrough with the technician: After fighting for a technical ticket, an o2 technician finally came by today. He checked everything and explicitly confirmed that the physical DSL copper wire running from the main box in the cellar up to my apartment is defective/minderwertig. My next-door neighbor has the exact same o2 DSL connection and gets a perfect 100 MBit/s, proving that the central line is fine, but the line to my specific flat is physically broken.

To add to the chaos: During this failed switch to the LTE box, customer service told me I had to send my original DSL router back, which I did. Now, because o2 made me return the hardware, I don’t even have a router at home to check if the technician who visited today actually managed to temporarily fix anything.

My questions to the community moderators here:

1. Since a technician has officially documented today that your infrastructure physically cannot deliver the contractually agreed service to my apartment, I want to terminate this contract immediately via extraordinary termination (außerordentliche Kündigung). How can this be fast-tracked?

2. Why is customer support refusing to switch my technology to a 5G Homespot when it is now physically proven that DSL will never work in my apartment?

I am heavily overpaying for a non-existent service, have been left stranded without internet for a month, and don't even have a router anymore because of contradictory instructions from your hotline. If an o2 moderator here cannot help me terminate this contract immediately, my next step is a formal complaint and arbitration procedure via the Bundesnetzagentur and the Verbraucherzentrale.

Looking forward to a response from an o2 representative who can actually look into my ticket.

Thank you.