Hi Team,

I tried phoning the customer case line, but I cannot connect - the call just drops.

The short part is: I send my Widerruf for DSL contract to O2 and received a generic email from O2 confirming my email was received. Some days later, I had an online chat with O2 to follow up, and the agent told me I have to contact the online service through whom I ordered the DSL. This I did and also sent them a copy of the email I sent to O2. A few days later, the service provided let me know that O2 rejects my Widerruf because now it has passed 14 days. But, again a few days later, I received a letter from O2 noting: Schade, dass Sie sich dazu entschlossen haben, Ihren Auftrag zu widerrufen. Wir haben den Auftrag jetzt für Sie storniert.

Now I am having trouble with my new provider as they are saying O2 is still occupying the line and they cannot take it over. When will the line be released by O2?

The long story:

I ordered my Home M with a max speed of 50Mbps at my address in December. The Telekom technician was at my home 6 Jan and said everything was ok. I did not receive a router by that date and made a plan to rent another router in the mean time while waiting for the router from O2. The speed was around 12 Mbps from all the speed tests I’ve done. I assumed it was a problem with the router I was renting. I finally received the router from O2 on 11 January. The speed was still slow with the new router. I contacted the customer team on O2 Facebook page who then told me that a max of only 16 Mbps is available at my address. After a couple of days spent messaging the team trying to tell them that maximum 50 and maximum 16 is not the same thing, I sent the Widerruf to O2 on 15 January. Then the story as mentioned above.

I am working from home and struggling so much while had to buy a Telekom Hotspot Pass which is another battle, and still having to deal with a slow connection while O2 won’t release the line.

How can I find out when O2 will release the line so I can get my new provider in and get a decent speed so I can work?

Edit o2_Lars: Merged with existing topic.

Hello @catroo and welcome to our o2 community :-)

If a DSL connection is ordered and a contract is signed the contract may offer special benefits like a maximum speed and an unlimited data plan. 

In most cases all technical requirements are met so the maximum speed stated in the tariff can be activated. Under some circumstances it will not be possible to activate the maximum speed that the contract offers since technical limitations prevent higher speeds. UNtil further improvments are made by the local provider that we rent the connection from is made we will not be able to speed upo the connection.

You wll always find the maxmum speed at a given address with our Internet Availability Check by clicking on the little “i”.

I assume you already recieved further information regarding the DSL contract and the deactivation of it?

Regards,

Lars

Could I ask a question? So is it possible to do a widerruf for the DSL internet? Because I have seen this discussion and I am quite curious what is going on. I am in the period of 14 days and I want to do a widerruf for my Home M DSL.

Hello @aphan koups,

the thread you are quoting is quite some years old. In that thread the question was if the contract was signed in a shop or via phone or internet. In case a contract was signed in a shop it is not possible to withdraw within 14 days.

If you orded the contract via phone or interne tyou should have recieved a “Widerrufsbelehrung” and have 14 days after recieving it to withdraw the contract.

Regards,

Lars

Dear Lars,

Thank you very much for your answer. The contract of my dsl internet was signed by phone, so I am legally fine. I have sent the widerruf documents with my full details, Name born date, exact address, Auftragsnummer and kundenummer. Do you know in how many days they are going to answer me?

Hi @aphan koups,
it may take a few days for our colleagues to process your revocation.
Kind regards
Larissa

Yes, but the problem is that I have sent the widerruf (correctly) on 7.10 (I closed the o2 Home M dsl vertag on 29.09) and they didn't respond me yet. I have also sent on 8.10 and 9.10. I am legally fine, however I would like a response verifying my widerruf. When I did a widerruf for sim cards, they sent me a verification e-mail (they also need time to become widerruf) but at least they responded me. 

Hi @aphan koups,

currently you have 3 posts open in our community regarding your woder calls. Please open only one per request. I have answered you in your other and by PN.
Kind regards
Larissa