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Good morning,
For the past two years, I have been experiencing very poor customer service. I have been promised things that were not true. Even at an O2 store, when I complained about the poor internet, I was advised to switch to DSL cable and was told I would pay a small amount as part of an offer, but I was surprised to find out that I was paying a much higher amount. I stayed quiet, but a month ago, I had an issue with my internet. I called for two weeks straight, and each time they told me the internet would be fixed soon and that there was an issue with the external cable, and that I had to wait. I waited for a long time but did not get any internet. I repeatedly called customer service, and each time I got a different response. I decided to terminate the contract (based on what customer service told me—that I had the right to do so). However, until now, the contract is still active. I have been calling for two weeks, and every time they tell me I will receive a cancellation confirmation within 24 hours, but I have not received anything.

الترجمة إلى اللغة الألمانية:

Guten Morgen,
seit zwei Jahren erlebe ich sehr schlechten Kundenservice. Es wurden mir Dinge versprochen, die nicht wahr waren. Selbst in einem O2-Geschäft, als ich mich über das schlechte Internet beschwert habe, wurde mir geraten, auf DSL-Kabel umzusteigen, und mir wurde gesagt, dass ich nur einen kleinen Betrag zahlen müsste, da es sich um ein Angebot handelte. Ich war jedoch überrascht, dass ich einen viel höheren Betrag zahlen musste. Ich habe nichts gesagt, aber vor einem Monat hatte ich ein Problem mit dem Internet. Ich habe zwei Wochen lang angerufen, und jedes Mal wurde mir gesagt, dass das Internet bald wieder funktionieren würde und dass es ein Problem mit dem externen Kabel gäbe, und dass ich warten müsste. Ich habe lange gewartet, aber kein Internet bekommen. Ich habe wiederholt den Kundenservice angerufen, und jedes Mal wurde mir etwas anderes gesagt. Ich habe mich entschieden, den Vertrag zu kündigen (basierend auf der Aussage des Kundenservice, dass ich dazu berechtigt bin). Doch bis jetzt ist

edit o2_Gerrit 10.10.2024 made title more specific

الترجمة إلى اللغة الإنجليزية:

 

I would like a confirmation of the contract termination because I returned the internet router a week ago, but the contract is still active, even though I sent the termination request more than two weeks ago.

 

الترجمة إلى اللغة الألمانية:

 

Ich möchte eine Bestätigung der Vertragsbeendigung, da ich den Internet-Router vor einer Woche zurückgeschickt habe, aber der Vertrag immer noch aktiv ist, obwohl ich die Kündigungsanfrage vor mehr als zwei Wochen gesendet

habe.

 

When and how did you terminate the contract? Also, terminate or revoke as these are two different things (termination is to the end of the term, revoke is within 14 days,but this is not possible for contracts concluded in a shop)?

I already 2 years with this contract I want termination and I already sent 2 times and their is no answer just automatically mail and and nothing more . And when I called hotline they told you can termination your contract and they sent me address where I have to arite but as I told their are no answer 

I wrot contract 2 years ago in O2 shop . I can go their and they will help for termination??

 

How did you terminate the contract? By letter? Using the online form? Does it say in the customer portal that it the contract is terminated?

I did it online  and in hot line they told me (u can end contract (terminate ) and she sent me link where I can send router I already with out Internet from 17.9.2024 . And without Router from one weak ago . 

Does it say in the customer portal that it the contract is terminated?

Hello @Maged 303,

welcome to our o2 Community 🙂

I understand that you would like to end your contract if you are not satisfied with its conditions and you experience disturbances.

Did you sent your cancellation by e-Mail or via our contact form?

Do you have your contract registered with a Mein o2 customer account?

There you can see whether your contract is already terminated or not.

Best Regards,

Gerrit

 

 

 

 

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Yes, I have sent two emails since the 28th of last month to the email address (impressum@cc.o2online.de  )provided by your customer service with the address to which I returned the internet router. However, I received a message saying that I would get a response soon, but I still haven’t received anything. I received a bill for last month, stating that I have to pay the full amount. That is why I am asking why I should pay this bill (the issue was from your company’s side, and from the 17th of the month until I sent the router on the 28th, I had no internet, only false promises from customer service). The internet was cut off for more than two weeks, and I didn’t even receive a notification that there was a problem from your company during the first ten days. I am tired of dealing with your company, and I will share my experience with everyone I know.

 

Please cancel and stop everything. Also, kindly review the bill—why should I pay for the entire month when I only had internet for two weeks? Why didn’t your company compensate me for the internet outage? Now I am with another company and received the service very quickly. Therefore, if you truly want to help, please review the last bill and send me a document confirming that my contract has indeed been terminated (I started the contract on the 1st of August two years ago). I was informed by customer service that my contract could be terminated within 24 hours according to your policy.

 

 

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@Maged 303 That is a long time it took to notify you. After the two weeks your connection was then restored?

If you have reported the disturbance to our special department for the colleagues to try to fix it, you can apply for a compensation via our compensation form once the disturbance is resolved and the timeframe for the compensation known.

Best Regards,

Gerrit

 


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I have sent a request as usual, but no one has responded. I am now with another company and only want to receive confirmation of the contract termination. I do not want the internet to be fixed as I am now with another company. I only want to pay for the two weeks I used the internet last month and terminate the contract. Thank you.


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@Maged 303 When you have sent us the compensation form you will recieve an answer from the colleagues of our special departmnent, usually by letter. 

Other staff members are not allowed to work on compensations, as the process via the compensation form is required from us by law.

Regards,

Gerrit

:

 

 

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I submitted a request through o2online.de/service, explaining that last month I only had internet for two weeks and described all the issues. I also mentioned that I am proceeding with terminating my contract. I submitted this request on 07.10.2024, but as usual, no one has responded. I believe you won’t even help me, and I might need to hire a lawyer to handle everything. I have kept some recorded calls from customer service, all the emails I’ve sent, and I have everything with me. I also think I am obligated to share my experience with your company on forums so that every new customer knows what might happen to them.

 

Thank you, and I wish you a good day.

 

 

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