Offer Discrepancies or Misleading Offers

It’s a standard text. There are three categories in the product information documents: DSL + fibre / cable / LTE. It doesn’t actually state in the document that this tarrif is available via (V)DSL. VDSL only goes to 250MB. You could order DSL 250 L if it is available at your location. Use this page to choose a tarrif / plan suitable to your connection type: https://www.o2online.de/internet-festnetz/dsl-tarife/. The product information documents are öegall required reference documents for all available tarrifs.

It’s standard text

How standard is it?

For comparison purpose here is what we can find for some other service:

- O2 Home 1000 XXL which mentions optic fiber (not “DSL + fiber”), and Kabel.
- O2 Home 175 L which mentions DSL (not “DSL + fiber”).
- O2 Home 50 S which mentions “DSL + fiber”, Kabel and LTE/5G

This show at least some discrepancies, unless I’m missing more things.
The fact that they are legal documents and that they provide their usefulness on the legal ground does not mean things cannot be improved on the user side.

Some of those documents are available straight from the user facing offers, so that means they should be able to read it and understand it without unnecessary confusion.

They are not legal documents, they are legally required documents. That's a big difference.

I think you are probably readinga bit too much into this, but you could certainly send o2 an email via the contact form to make them aware thar the discrepancies confused you. Maybe they will consider changing the wording. Ultimately, at least the way I see it, it would only really be a problem if you were able to order the specific plan for a DSL connection, but you can't.

Here is the actual problem no matter if you can see it or not:

- I talked to the hotline and asked about an DSL offer that does not actually exists as DSL offer.
The makes the whole conversation more complicated than it is, for me, maybe for other customers and for O2 hotline employees.

My time is already lost and there is nothing to gain at all from my side. I’m being a “good citizen” reporting potential issues so they can be fixed.

If O2 employees read my message and do not take any action because everything is in order then that’s also fine.

It is not about whether or not I see the problem, it is whether or not it actually exists, and I honestly don’t think it does. Correct me if I am wrong, but is it not the case that you assumed this plan was available for DSL (it can’t be because technically the max. bandwidth for DSL ist 250 MBit(s)) based solely on the product information document you found? Nowhere on the website is this plan advertised as being available for DSL (or is it?). You called the hotline and were told that the plan is not available, which is understandable but confusing because of the mention of DSL in the document.

I do understand where you are coming from though, and of course it would make sense for the product information documents to only mention technologies that are compatible. Maybe it is simply an issue I am not seeing after all. Perhaps other users here have an opinion they would like to share on this. I am, after all, just one person with an opinion.

Hello ​@Roderick ,
welcome to our o2 community 😀
bs0 has already summarised it well.
Ultimately, it's about whether the tariff can be booked. This is not the case.
But I understand your concern.
Have you found the right tariff for you now? 
Kind regards, 
Solveig 

Moin,

Die Leistungen können – soweit verfügbar – über DSL, Glasfaser, Kabel oder Mobilfunk bereitgestellt werden.

Services can be provided via DSL, fiber optic, cable, or mobile communications, where available.

This is just an option for O2 change the Technologie of transport if the speed is the same.

So you “buy” only the speed not the way of the connection.