I have a question about canceling an internet contract without any notice. On December 12th, I placed an order for 1gbps internet via Cable. After completing the online contract and receiving numerous emails asking me to confirm my address and set up my O2 Account Login to check the status, I could log in to Mein O2 and monitor the order's progress.

As I chose to use my own router, I was required to provide the MAC Address. It's worth mentioning that my building has working cables from Vodafone (O2 uses Vodafone Wires), and I terminated my contract with Vodafone in October, with the last working day being December 4th. The router is currently connected, and there is nothing for the technician to check since the cables/wires were not removed, and the service was not disconnected—I canceled due to a price increase.

Last Thursday, I received several missed calls from SFF Communications to schedule an appointment. Unfortunately, the individuals I spoke to had limited English proficiency and promised call backs that never materialized. Today (Monday, 18th), my German boyfriend called and explained the situation in German to avoid any potential misunderstandings. He clarified that no technician visit was necessary since the connection was already established, and the signal parameters were satisfactory. I only needed the Router/Cable modem activated on the desired date. Additionally, because we are currently not in Germany/Europe and won't be until late January, I needed the internet to be up and running before my arrival.

Regrettably, the representative didn't comprehend the information and insisted on canceling the order. I then asked if he would be willing to communicate in English so that I could explain the issue more clearly. After agreeing, he seemed to understand the request, canceled the technician appointment, and assured me he would request the activation of the Cable Modem for the desired date. He advised me to call O2 and request the modem activation. A few seconds later, he confirmed that the internet would be active on January 11th.

However, less than 30 minutes after ending the call, I attempted to log in with the same credentials, but it was no longer possible. Using the contract and order number to check the status also proved unsuccessful, as it claimed the information didn't exist. This leads me to suspect that the representative may have canceled the entire order. Nevertheless, I did not receive any email or notification indicating that the order was being canceled.

I would appreciate clarification on this matter and an update on the status of my internet connection.

Edit o2_Antje: Moved to English Community / 18.12.2023