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Cancelling Cable contract due to poor infrastructure in apartment

Hello team,
I signed up to a Kabel internet contract O2 about a month ago, including a modem. The activation date was the 6th of June, but a signal was not possible when I tried to follow the steps in the my Service app.A technician appointment was scheduled for last week, the 19th of June.
The technician came and said that the wiring throughout the building was bad and therefore I would not receive a good signal unless it was replaced. However, I don't own the flat, let alone the whole building, so neither my landlord nor I can authorise this.
I have called and spoken to the English department a few times to cancel the cable contract so I can explore other options for a network connection in my flat, but the cancellation request was denied.
I'm hoping to get some help so I can cancel the contract as I'm stuck with a contract and a device I can't use due to an infrastructure I didn't realise was inadequate until after the 14 day cooling off period.
Thank you very much in advance!

12 Antworten

C
Rang

 

Moved to English community Cancelling Cable contract due to poor infrastructure in apartment | O₂ Community (o2online.de)

 

Edit o2_Sven 25.06.2024/15:04: Merged threads

o2_Gerrit

Hello @ConfusedKunde,

welcome to our o2 Community 🙂

That is quite a hassle to have the activation of your cable connection and then to organize a repair via our Service app and have an appointment with a technician only to have as result that the wiring is not suited.

I had a look and the cancellation is still in work with our special department.

Did you receive a letter with our answer that a camcellation is not possible?

My look in the data of your contract did not turn up a letter of rejection.

Best Regards,

Gerrit

C
Rang

Hi @o2_Gerrit, thanks for your response!

I have not received a formal rejection letter for the cancellation as yet, however I had spoken to the English hotline who submitted the cancellation (as far as I know). When I called up a few days after I was told by another colleague that it was rejected and advised to send a letter by post to the cancellation department.

Is there anything I need to do at this point to ensure it doesn’t get rejected?

Thanks again!

bs0
Rang
Benutzerebene 7
Abzeichen +7

There is no way to ensure this as the 14 days have expired so it would be a good will gesture. You will just need to wait for the written response. If you have explained the situation with the wiring then there is a good chance o2 will agree to the cancellation.

In einem Diskussionsforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
o2_Gerrit

@ConfusedKunde

When were you on the phone with the colleagues from our English hotline?

With a written reply from the colleagues of our special department it will take more than a week, how long exactly will depand on the worling volume of the colleagues there, whethger they have a backlog.

Maybe you  can check with the colleagues from our English hotline next week if there already is a letter on the way to you and how the status of a ticket is.

Best Regards,

Gerrit

C
Rang

Hi @o2_Gerrit, I spoke to them on the 19th after the technician came to order the cancellation and called up again on the 24th to check the status, it was the 24th where I was advised the cancellation was rejected.

 

o2_Gerrit

Hello @ConfusedKunde,

we are checking with our special department about the cancellation of your contract.

You will get an answer from the colleagues as soon as possible.

Best Regards,

Gerrit

C
Rang

Hi @o2_Gerrit and @bs0, just a quick update. It seems the cancellation was approved as I received a text to return the router + the meinO2 portal says my service is ending on the 22nd.

I will send the router back but it looks like it has worked out, @o2_Gerrit please let me know if this understanding is not correct.

Thanks for the help you both provided!

o2_Gerrit

Hello @ConfusedKunde,

that is great that the cancellation has been approved by the colleasgues from our special department snd the contract will then be cancelled next week.

The return of the router you can register via our portal where you will then receive a returns label.

Best Regards,

Gerrit

o2_Gerrit

Hello @ConfusedKunde,

could you already return the router?

Best Regards,

Gerrit

C
Rang

Hi @o2_Gerrit - sorry for not reverting back.

I returned the router and this was accepted by o2 on the 18th of July - when I check the status with my Seriennummer and Auftragsnummer I see the following status:

18.07.2024 Rücksendungsbearbeitung beendet

 

I think that this concludes the contract - is this correct?

If so, thank you for your assistance in the matter. If not, please advise of any outstanding steps 😊

o2_Gerrit

Hello @ConfusedKunde,

yes, the router has been successfully returned and received by us. A bill will be issued until the date when the contract has been deactivated, but with a 100 % discount.

Best Regards,

Gerrit

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