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Cancellation of landline internet contract, because of technical problem


Hello dear O2 support team.

I have a long, annoying story with O2, which is making me crazy. Please bear with me and read to end.

I made a landline internet contract, through a phone call, more than 5 month ago. But my connection didn’t work after the activation date. I tried to call the support team several times, but since I can’t speak German, I had real problems. Finally, a technician came to my house after one month, and checked the ports in the house. He told me that my house isn’t connected to the cable connections, and I cannot have a cable internet. He told me that I need to get DSL internet from Telekom (don’t ask me why). He also told that he will tell the respective department to cancel my contract. After that, I bought a DSL internet from Telekom, and now I have very stable internet connection from Telekom. But, my contract with O2 isn’t terminated, and I’m still paying for some internet connection which I don’t have, and it seems that no one in O2 is willing to solve the problem.

I called O2 more that 20 times, and tried every possible way of communicating the problem and asking for cancellation of the contract. I sent letters to the O2 offices, both in English and German and also I filled the cancellation online form.

The last answer I got from one of the guys from “O2 English support”, was that, O2 didn’t detect any problem with my internet connection, and my contract will end normally after 2 years!!!” 

Isn’t it crazy? I didn’t got even a single byte of data from O2 internet! And I am already charged for more that 200 Euros!

 

There are several serious problems here:

When the person sold me the contract 5 months ago, he told me that on the day of activation, some technician will come to my house to make sure my connection works. I also received confirmation emails about this, that explicitly states that a technician will come to my house on the activation date. I waited one month for the activation, but no one came to my house on that day. I tried to make the connection work, but it didn’t work, no matter what I tried. I tried to call the O2 support many many times, and lost 10s of hours on the phone line. Finally, after one month, a technician came to my house. He told me that my house’s cables aren’t connected to anywhere, and I cannot have landline internet. He said that he will report the problem and my contract will be cancelled. But it seems that he didn’t do that!

Now after 4  months, the support team tells me that I should call the technical department, and ask them to report the problem to the respective department!!! What? Is it my responsibility to ask the employees of some company to do their job correctly? Since I cannot speak German, I cannot talk to the technical department. They only speak German.

 

Please someone here tell me what should I do to get rid of this contract. I don’t want to pay hundreds of euros for something I didn’t get. Also I want my money back! 😕

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Lösung von o2_Matze 21 October 2022, 20:59

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12 Antworten

Hi @Mohammad Dehghan 

I'm really sorry, there is nothing we can do here in this case. In the event of a mailfuction or an error while the activation process,

there is a certain obligation for you to cooperate, i.e. you must give us the opportunity to react and to fix to your connection,

before you can terminate it extraordinarily. Unfortunately, that didn't happen here, which is why the colleagues in the specialist department rejected your dismissal.

I am really sorry to tell you that, but i this case you handled it not the right way. Better way would have been to cancel the o2 contract first and only order a new contract from telekom after you got the cancellation confirmation from us.

We can ask our colleagues in contract department in your name for a cancellation out of good will to an earlier date if you want to?

Best regards  

Matze 

 

 

Hi @o2_Matze 

Thanks for the answer.

That’s absolutely good (at least) if the contract be cancelled. Please, as you said, ask your colleagues to cancel it for me. I really appreciate it.

You said I didn’t handle it the right way. There was several issued that led to this situation:

  • First of all, O2 didn’t fulfill what it promised (sending a technician for the activation). I have the emails, and I can show it to you if required.
  • I didn’t know the obligations and rules about these kind of contracts in Germany.
  • I couldn’t (and can’t) speak German.
  • I needed the internet for my work (I work from home must of the time), and I needed it urgently, and I was delayed by O2 for 2 months.
  • The technician told me that the contract would be cancelled, and I was happy for that! I was already angry with O2, and I wanted to go to another provider.

Yes, you are right of course. I should have handled this bad service from O2 in a different way, so I wasn’t stuck in this situation. But it was definitely a very bad service from O2. I’m not blaming a single person of course. But I think I will never approach O2 for anything.

 

By the way, thanks for helping me. Can you please make me aware of the outcome?

 

Best regards

Mohammad

Hi @Mohammad Dehghan 

Our cancellation department is still investigating your case, so I have to ask you for a little more patience

In the meanwhile we should focus on the hardware. My systems tells me that you still have to router (Fritzbox 6660)

please use our return portal to send your router back. You can also print out a return label there or download a QR code to your phone.  

The return is made with DHL and is free of charge.

Best Regards Matze 

 

Thank you very much.

 

Yes, I still have the device.

OK, I will return it.

 

Best regards

Mohammad

To make the situation a little clearer for you - the sentence here

The technician told me that the contract would be cancelled, and I was happy for that!

comes probably from the employee of a competitor and he is not authorized to make such statements.

You should therefore have coordinated better with o2, because o2 is your contractual partner. Of course, this may be difficult to understand without knowledge of the special telecommunications problems in Germany. From the contractual side, however, it should be clear to proceed a bit more consistently.

Good point from Klaus, but I still hope that we will find a common solution.

@Mohammad Dehghan  I'll get back to you here as soon as I have an update regarding your case.

Kind regards Matze 

Thank you very much @o2_Matze 

I’m really waiting for that :)

 

Best regards,
Mohammad

Good news @Mohammad Dehghan 

Your contract will be canceled with in the next 14 days.

As a gesture of goodwill, we will comply with your wish for an extraordinary termination.

You should also receive a letter via mail about the whole process in the coming days.

Best Regards Matze 

P.S

Friendly reminder Don’t forget to return the router 😄

Thanks a lot @o2_Matze

I returned the device today. Hope everything goes well!

Best regards,
Mohammad

@Mohammad Dehghan Perfect. I guess it will take between 10 to 12 days for our colleagues from logistics to assign and deregister the router from your account.

I will continue to monitor the process and report as soon as there is an update.

Best regards and a happy weekend for you

Matze .

 

Hello.

I revived an email 2 days ago that confirms that the O2 received the device.

Today I received a strange email:

“Guten Tag Herr Dehghan,

Ihren o2 Anschluss werden wir am 13.05.2022 aktivieren.

Freundliche Grüße
Ihr o2 Team”

 

What does it mean?

Also “Mein O2” page doesn’t indicate my contract is cancelled:

 

 Is it cancelled?

 

Best regards

Hello @Mohammad Dehghan ,

the deactivation was planned for the 3rd and will now finally happen on the 8th. You should have also received a confirmation for the cancellation that was sent out on the 20th of October. “Mein o2” usually isn’t that accurate when it comes to the extraordinary termination of contracts.

 

Kind regards, Sven

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