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I summarize the timeline of the events:

  • August 2019: I try to open a O2 line
  • August 2019 - October 2019: I arrange several appointments for the technician to come into my apartment and install the line but the technician always misses the various appointments. I manage to cancel the contract.

 

  • 4th November 2019 - I make a new order for a new O2 line (telephone number XXX/XXXXXXX)
  • 19th November - the technician for the installation does not show up to the appointment
  • 3rd January - the technician for the installation does not show up to the appointment
  • 27th January - the technician for the installation does not show up to the appointment
  • 28th January - I receive an email saying that the line was activated. In the same day I call O2 explaining that the technician did not come and I set another appointment for 12th February
  • 12th February - the technician finally shows up to the appointment but he cannot activate the line as he cannot access the central cabin of the building
  • 13th February - I received an email from O2 saying that "Without your feedback, we cannot carry out the order, so it is not possible to activate your connection." and "Please also inform us if your connection is already working. Otherwise the line we rent from Deutsche Telekom will be switched off. After that, the connection including all parts of the contract can no longer be used.".  I call o2 explaining the situation and I inform them that the line could have not been activated and I intend to cancel my contract. I send a letter for cancellation. The O2 line operator informs me that the contract will be cancelled 
  • Period between March 2020-May 2020 I continue to receive the bills and make several calls to O2 to ask to stop sending the bills as the contract should have been cancelled. 
  • 29th May - In one of the calls, a O2 operator recommends me to send another letter explaining the facts and she ensures that the contract would be cancelled. I send another letter for the cancellation of the contract.
  • 25th June - I finally receive an email about the termination of the contract with O2 (attached) even if I should have received way earlier.
  • 13th August - I receive an email from the lawyers of O2 asking for a payment of EUR 497.16 which includes the fees of the first 4 months, attorney fee, interests and various fees and compensation for the remaining contract term due to early termination of the contract!

 

I contacted the O2 lawyers and explained the situation and I’m in contact also with my lawyer and verbraucherzentrale.

As a remark, I called the O2 customer service right after the email of 13th February explaining the situation and I informed them that the line could have not been activated and I intend to cancel my contract. I sent a letter for cancellation. The O2 line operator informed that the contract will be cancelled. The internet service was never offered and I could never use it, it's possible to verify this by looking at 0 MB as exchange of data.It's  also possible to verify this just by asking the technician who came and clearly affirmed that it was not possible to activate the lineI ask you to inform your client that I do not intend to pay this amount as I regularly cancelled my contract.

I write this post to ask you to have a look at my case and make sure to inform the lawyers that you understood the case and you intend to withdraw the request of getting the payments. Also, with this post I want everybody how terrible is the O2 company. 

Let me know if you need further documents or clarifications.

 

 

I believe this situation is ridiculous and if there is someone who should ask for damages, then it would be me as I'm spending a lot of time to solve this issue writing emails, forum posts, letters, making an infinite number of phone calls.

Moreover, every time I had an appointment with the technician, i could not go to work waiting at home for the technician who did not show up in 90% of the times.

 

 

 

Edit o2_Giulia: moved thread to English o2 Community: Broadband / DSL

If your case has been passed to lawyers then nobody here will be able to help you. As you say you have yourself been in contact with a lawyer, they should undertake all further communication in this matter. Any communication from yourself should be in writing and sent by recorded delivery.

Hello @kundigung1111,

 

welcome to our o2 Community. I have looked into you issue, and I am really sorry that the activation of your DSL line was delayed but this does not automatically lead to a cancellation. We have received your written cancellation on June 18th only and cancelled your contract accordingly on the next possible date, July 6th 2020. The contract was charged until this date.

 

Unfortunately you haven’t contacted us earlier. Now the open amount has already been transferred to a collection agency. This makes it impossible for us to help you in this matter. Please contact the collection agency for further steps.

 

Kind regards,

Giulia

 

Dear Giulia, 

does the open amount you mention correspond to the payment of the bills until 5th July, right?

Can you please clarify this point?

Thanks,

 

 

Hi @kundigung1111 

I am sorry we can’t check or say something in this case regarding an open amount. 

As my colleague Giuila said, please contact the collection agency, they can give you further information. 

Best Matze 

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